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short-abandoned-threshold

Section: gim-etl-media
Default Value: 10
Valid Values: 0-60
Changes Take Effect: On the next ETL cycle


For interactions of the particular media type for the particular tenant, specifies the minimum duration, in seconds, of an abandoned multimedia interaction in order for it to be considered truly abandoned. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the IRF row.

This setting overrides a value that is set in the Genesys Info Mart Application object.

q-short-abandoned-threshold

Section: gim-etl-media
Default Value: 10
Valid Values: 1-1000
Changes Take Effect: On the next ETL cycle
Introduced: 8.5.003

For multimedia interactions of the particular media type for the particular tenant, specifies the maximum duration of mediation, in seconds, that is used on all configured queues to indicate that an interaction that was abandoned while in an interaction queue or workbin should be considered a “short” abandon. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the MSF row for multimedia interactions that are abandoned in a virtual queue, interaction queue, or workbin.

This setting overrides a value that is set in the Genesys Info Mart Application object. The tenant-level value can, in turn, be overridden for virtual queues by an option with the same name configured on the Switch or individual Virtual Queue DN objects or, for interaction queues or workbins, by an option with the same name configured on the individual Script objects.

In releases earlier than 8.5.003, this value could not be set on a DN or Script object.

q-answer-threshold

Section: gim-etl-media
Default Value: 60
Valid Values: 1-600000
Changes Take Effect: At the next run of Job_TransformGIM


For multimedia interactions of the particular media type for the particular tenant, specifies the default duration, in seconds, that is used on all configured queues as a target time to accept a multimedia interaction that entered a queue.

This setting overrides a value that is set in the Genesys Info Mart Application object. The tenant-level value can, in turn, be overridden for virtual queues by an option with the same name configured on the Switch or individual Virtual Queue DN objects or, for interaction queues or workbins, by an option with the same name configured on the individual Script objects.

Configuring Media Type Business Attribute Objects

This page provides instructions for configuring Media Type Business Attribute objects for Genesys Info Mart reporting. Settings on Media Type Business Attribute objects affect Genesys Info Mart reporting of queue metrics for multimedia interactions for a tenant.

Important
GI2 customers please note: Starting with RAA release 8.1.1, RAA does not use the thresholds specified by the Genesys Info Mart *-threshold options to calculate SLA and other threshold-related measures. Instead, RAA thresholds are controlled by aggregation-specific [agg-gim-thld-*] options, which are described under How Do I Configure Genesys Info Mart for Aggregation? in the Reporting and Analytics Aggregates Deployment Guide.

Configuring a Media Type Business Attribute for Genesys Info Mart reporting

Purpose: To implement media-specific, tenant-specific thresholds for multimedia interactions.

Prerequisites

  • You are logged in to the interface you use to configure your Genesys applications.
  • You have the required access privileges to modify properties for Media Type Business Attribute objects in the Genesys Configuration Layer.

Steps

  1. For the media type for which you want to configure tenant-specific thresholds, display the properties for the Media Type Business Attribute object for that tenant.
  2. Open the Annex of the configuration object.
  3. Add a new section, named gim-etl-media, if it does not exist already on the Annex.
  4. Open the new section and add one or more of the following options, with values that are suitable for that tenant, for the media type. Click the option name to see more information about the option.

    The values you set for these options in a specific Media Type Business Attribute object, which is configured for a particular tenant, will override values that are set in the Genesys Info Mart Application object. In turn, options set on a Media Type Business Attribute can be overridden by values set at the DN, Script, or Switch level. For more information, see Summary of options configurable at different levels, as well as the comments in the tables summarizing options relating to Multimedia interactions data and Queue activity data for multimedia.

    Tip
    For Genesys Info Mart–related options that you configure in a Media Type Business Attribute object, changes take effect on the next ETL cycle. The new option value is not applied to previously loaded facts.

Next Steps


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This page was last modified on 13 September 2017, at 12:47.