If CSR available too long ignored by URS

[Olivia]

We occassionally have a problem when we are experiencing very low call volumes. If a CSR is logged in and ready for longer than about 20 minutes, that agent may be ignored by Genesys and calls sent to lower skilled CSRs.

In addition, it is not at all uncommon to recieve a second or two of busy treatment if call volume is low. I believe these two things may be related. Perhaps Genesys wipes out it's statistics after some time and is a bit slow about waking up again when a call comes in? Maybe there is some setting that could be changed to lengthen the amount of time it will keep the statistics alive?

[Magnus]

You may have a look at URS options 'close_statistic_time' and 'close_unused_statistic', and perhaps also StatServer option OldStatsRemoveInterval.

Hope this might help you !