agent-sim.json.example

{
  "_comment": "agent-sim config. Copy to agent-sim.json. 'defaults' applies to every domain; each 'domains' entry overrides it. 'server' is a servers.json id ('default' in legacy .env mode). Times are local to 'timezone'. Ranges are [min, max]. Run `node agent-sim.js setup --server <id> --domain <d> --dry-run` first to preview the roster changes.",
  "defaults": {
    "engine": { "tickSec": 5, "reconcileSec": 60, "concurrency": 4, "perAgentSpacingMs": 1500, "verifySamplePct": 0.1 }
  },
  "domains": [
    {
      "server": "core2-phx.v46",
      "domain": "stiedemann_casper_group",
      "timezone": "US/Arizona",
      "seed": 4242,
      "dryRun": false,
      "sla": 20,

      "roster": {
        "targetAgents": 80,
        "queuesPerAgent": [1, 4],
        "minAgentsPerQueue": 3,
        "extras": { "deletePct": 0.6, "disablePct": 0.2, "idlePct": 0.2 },
        "wrapUpReroll": false
      },

      "workday": {
        "days": ["Mon", "Tue", "Wed", "Thu", "Fri"],
        "shiftMode": "curve",
        "curve": {
          "workHours": 8,
          "workJitterMin": [-5, 10],
          "rampThreshold": 0.25,
          "openLeadHours": 1.5,
          "doneThreshold": 0.25,
          "closeLagHours": 2,
          "waveEveryMin": 30,
          "startSpreadMin": 15,
          "minWavePct": 0.05,
          "minCoverage": 0.08
        },
        "weekendStaffingPct": 0.15,
        "shifts": [
          { "name": "early", "start": "07:00", "end": "15:30", "pct": 0.35 },
          { "name": "core",  "start": "08:30", "end": "17:00", "pct": 0.45 },
          { "name": "late",  "start": "11:00", "end": "19:30", "pct": 0.20 }
        ],
        "startJitterMin": [-10, 20],
        "endJitterMin": [-15, 30],
        "absenteeismPct": 0.06,
        "lunch": { "window": ["11:00", "14:00"], "durationMin": [30, 89], "minShiftHours": 6 },
        "breaks": { "count": [2, 2], "durationMin": [10, 15] },
        "minGapMin": 15
      },

      "statuses": {
        "weights": { "Break": 4, "Meeting": 2, "Web": 1, "Other": 1, "Manual-unavail": 1, "cust1": 2, "cust2": 1, "cust3": 1 },
        "custom": {
          "cust1": { "name": "Training", "icon": "material-symbols:school-outline-rounded", "tone": "info" },
          "cust2": { "name": "Coaching", "icon": "material-symbols:groups-outline-rounded", "tone": "secondary" },
          "cust3": "Callback Work"
        },
        "randomAwayPerHour": 0.4,
        "randomAwayMin": [5, 20],
        "minAwayMin": 5,
        "onecallPct": 0.03,
        "onecallMin": [5, 20],
        "manualOfflinePct": 0.03,
        "manualOfflineMin": [5, 25],
        "deferWhileOnCall": true,
        "maxDeferMin": 15
      },

      "profiles": {
        "strong":     { "staffing": 1.0, "skillDepth": 1.5, "wrapUpSec": [5, 15],  "awayMultiplier": 0.6, "negativeBias": 0.5 },
        "normal":     { "staffing": 0.7, "skillDepth": 1.0, "wrapUpSec": [10, 40], "awayMultiplier": 1.0, "negativeBias": 1.0 },
        "struggling": { "staffing": 0.3, "skillDepth": 0.5, "wrapUpSec": [30, 90], "awayMultiplier": 1.8, "negativeBias": 2.5 }
      },
      "queues": { "4006": "strong", "4009": "strong", "4008": "struggling", "4011": "struggling", "default": "normal" },

      "reactive": {
        "enabled": true,
        "waitingThreshold": 4,
        "pullReserve": true,
        "reserveMin": [30, 90],
        "maxReservePerQueue": 3,
        "shortenBreaks": true,
        "cooldownMin": 10
      },

      "drift": { "relogDelaySec": [30, 180], "graceSec": 90 },

      "callBoost": {
        "enabled": true,
        "extraPeakCps": 0.3,
        "talkSec": [40, 85],
        "transport": "u1",
        "queueWeights": { "4008": 3, "4011": 2 }
      },

      "dispositions": {
        "enabled": true,
        "pct": 0.85,
        "delaySec": [5, 45],
        "latePct": 0.1,
        "lateMaxMin": 10,
        "reasonPct": 0.9,
        "notesPct": 0.4,
        "seedCodes": false,
        "weights": { "Resolved": 6 }
      }
    }
  ]
}