Administer Touchpoints › Set up Touchpoints for Design and Production › Configure How Operators Select the Target Agent

Configure How Operators Select the Target Agent

You can associate multiple agents to the same touchpoint. When an operator targets such a touchpoint, the operator can either select a specific agent or select an agent randomly. By default, the operator selects the first agent that you associated with the touchpoint.

You can configure how operators select the agent on which to run.

• To instruct operators to select your preferred agent, assign that agent priority 1. Assign priority 2 to the backup agent.
• To instruct operators to select the agent randomly, assign priority 1 to all agents.

You can configure how operators select the target host by assigning priorities to the associated agents.

Follow these steps:

1. Click the Configuration tab.
2. Expand the Domain, select environment to configure, and click Lock.
3. Expand the environment. Under All Touchpoints, click the agent touchpoint that you want to configure.

   The Agents tab displays the list of agents that are mapped to the selected touchpoint. Each agent is listed with a priority number that reflects the order in which it was added.

4. Examine the displayed priority settings and take one of the following actions:
   • For load balancing, assign the same number to each agent that can potentially be the active agent. For example, assign 1.
   • For backup, assign 1 to the agent to target with the touchpoint. Assign 2 to the backup agent that is to take over the operation only if the high priority agent becomes inactive.
   • For both, assign 1 to agents that are to participate in load balancing and assign a higher number to the agent or agents that are to serve as backups.
5. Click Save.
6. Select the environment and click Unlock.