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July 2004
Other parameters
Introduction
This section provides information about the system parameters for Symposium
Web Center Portal, other than those for the DTH and Email Manager.
The number of transactions downloaded to the Agent Interface
Symposium Web Center Portal downloads transactions from the Symposium
Web Center Portal server to the agent's PC. The speed of the transaction
downloading is related to the processor speed and the memory size of the
Symposium Web Center Portal server, and the bandwidth of the network.
Nortel Networks recommends a default value for general use. The default
number of transactions displayed when the agent first logs on is 50.
Automatic refresh
The proper automatic refresh interval improves the agent's efficiency. The
default refresh interval is every 15 minutes. The general rule to set the automatic
refresh rate is as follows:
Auto refresh time in minutes
= number of refreshed transactions
* average agent service time (in minutes)
/ number of agents with the same skillset
Web Communications timers
You can use the Web Communications timers to increase the efficiency of the
contact center.
Planning and Engineering Guide
Planning and engineering
67
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