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Monday 28 January 2008

verification_time : configuration parameter

"verification_time" specifies the amount of time that must elapse to consider the agent as available in Genesys to receive interactions from URS (even when the agent is in available mode in PBX).

For ex, consider the verification time as 15 seconds.

  • Agent (agent1) logs into the softphone and make himself available at 10:00:00 AM

  • PBX will show the agent state as "Ready"

  • When the verification time elapses i.e) 10:00:15 AM, URS will consider the agent as "Ready" to receive interactions.


This allows agent to prepare for the next call. Please note that this applies every time the agent moves into ready state.

Special thanks to Reinoud, Accenture for making corrections.
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2 comments:

  1. Reinoud22 February 2008 at 22:07

    Hi Blakshmikanth,

    I do not quite agree with you stating that verification time is the same as wrapup or aftercall work.

    The verification time used in Genesys is used for the system to determine if an agent is available. this time can be used to be able to send a not-ready event just after hanging up etc. It is actually more a technical timer than a contactcenter timer like wrapup or aftercall work.

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  2. Douro19 June 2008 at 15:36

    Somehow i missed the point. Probably lost in translation :) Anyway ... nice blog to visit.

    cheers, Douro!

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