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q-short-abandoned-threshold

Section: gim-etl-media-email
Default Value: 10
Valid Values: 1-1000
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.003

On a DN of type Virtual Queue, specifies the maximum duration of mediation, in seconds, that is used to indicate that an email interaction that was abandoned while in the queue 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 email interactions that are abandoned in virtual queues.

This setting overrides the value of the option with the same name configured on the Application, tenant-specific Media Type Business Attribute, or Switch objects.

more...

q-answer-threshold

Section: gim-etl-media-email
Default Value: 60
Valid Values: 1-600000
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

On a DN of type Virtual Queue, specifies the default duration, in seconds, that is used as a target time to accept an email interaction that entered the queue. This setting overrides the value of the option with the same name configured on the Application, tenant-specific Media Type Business Attribute, or Switch objects.

link-msf-userdata

Section: gim-etl
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Introduced: 8.1.2
Related Options: link-msf-userdata-voice and link-msf-userdata-mm

Specifies whether associated user data will be stored in mediation segment facts (MSFs) for interactions that are in mediation at this DN (in other words, in this queue), including user data for interactions that are not distributed to a handling resource after the mediation.

  • true—MSFs will store associated user data.
  • false—MSFs will not store associated user data.
more...

q-short-abandoned-threshold-voice

Section: gim-etl
Default Value: 10
Valid Values: 1-1000
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.003

On a DN of type ACD Queue or Virtual Queue, specifies the maximum duration of mediation, in seconds, that is used to indicate that an interaction that was abandoned while in a queue should be considered a "short" abandon. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the MEDIATION_SEGMENT_FACT (MSF) row for voice interactions that are abandoned in this virtual queue or ACD queue.

This setting overrides a value that is set on the Application or Switch objects.

more...

q-answer-threshold-voice

Section: gim-etl
Default Value: 60
Valid Values: Any integer in the range of 1 to 10000
Changes Take Effect: On the next ETL cycle
Dependencies: None

On a DN of type ACD Queue or Virtual Queue, specifies the default duration, in seconds, that is used as a target time to answer voice interactions that were distributed by the virtual queue or ACD queue. This setting overrides the value of the option with the same name configured on the Application or Switch objects.

monitor

ICON processes virtual queue–related events for this DN.

Note: This option is meaningful only when the support-dn-type-5 option is set to 1 (default) in the corresponding Switch object.

emulate-event-queued

Enables the emulation of EventQueued for this particular DN.

Note: Generation of EventQueued for a Routing Point, Routing Queue, and External Routing Point depends on the particular T-Server and its switch. ICON requires this event for correct party representation in any environment.

ivr

ICON does not recognize this DN as an IVR resource unless the DN configuration satisfies one of the following criteria:

  • DN has a type of Voice Treatment Port in Configuration Database.
  • DN has a type of ACD Position or Extension, and it is specified as an Associated DN in the properties of the IVR port at ICON startup time.
  • Note: See the gls-ivr option description to exclude data about agent activity that is associated with this IVR device from IDB storage.

link-msf-userdata-mm

Section: gim-etl
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Introduced: 8.5.003
Related Options: link-msf-userdata (DN) and link-msf-userdata (Script)

Specifies whether associated user data will be stored in mediation segment facts (MSFs) for multimedia interactions that are in mediation.

  • true—MSFs for multimedia interactions will store associated user data.
  • false—MSFs for multimedia interactions will not store associated user data.
more...

link-msf-userdata-voice

Section: gim-etl
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.003
Related Options: link-msf-userdata (DN)

Specifies whether associated user data will be stored in mediation segment facts (MSFs) for voice interactions that are in mediation.

  • true—MSFs for voice interactions will store associated user data.
  • false—MSFs for voice interactions will not store associated user data.
more...

link-msf-userdata

Section: gim-etl
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Introduced: 8.1.2
Related Options: link-msf-userdata-voice and link-msf-userdata-mm

Specifies whether associated user data will be stored in mediation segment facts (MSFs) for interactions that are in mediation at this DN (in other words, in this queue), including user data for interactions that are not distributed to a handling resource after the mediation.

  • true—MSFs will store associated user data.
  • false—MSFs will not store associated user data.
more...

q-short-abandoned-threshold

Section: gim-etl-media-email
Default Value: 10
Valid Values: 1-1000
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.003

On a DN of type Virtual Queue, specifies the maximum duration of mediation, in seconds, that is used to indicate that an email interaction that was abandoned while in the queue 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 email interactions that are abandoned in virtual queues.

This setting overrides the value of the option with the same name configured on the Application, tenant-specific Media Type Business Attribute, or Switch objects.

more...

q-answer-threshold

Section: gim-etl-media-email
Default Value: 60
Valid Values: 1-600000
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

On a DN of type Virtual Queue, specifies the default duration, in seconds, that is used as a target time to accept an email interaction that entered the queue. This setting overrides the value of the option with the same name configured on the Application, tenant-specific Media Type Business Attribute, or Switch objects.

q-short-abandoned-threshold-voice

Section: gim-etl
Default Value: 10
Valid Values: 1-1000
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.003

On a DN of type ACD Queue or Virtual Queue, specifies the maximum duration of mediation, in seconds, that is used to indicate that an interaction that was abandoned while in a queue should be considered a "short" abandon. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the MEDIATION_SEGMENT_FACT (MSF) row for voice interactions that are abandoned in this virtual queue or ACD queue.

This setting overrides a value that is set on the Application or Switch objects.

more...

q-answer-threshold-voice

Section: gim-etl
Default Value: 60
Valid Values: Any integer in the range of 1 to 10000
Changes Take Effect: On the next ETL cycle
Dependencies: None

On a DN of type ACD Queue or Virtual Queue, specifies the default duration, in seconds, that is used as a target time to answer voice interactions that were distributed by the virtual queue or ACD queue. This setting overrides the value of the option with the same name configured on the Application or Switch objects.

Configuring DN Objects

This page provides instructions for configuring the DN objects for ICON and Genesys Info Mart reporting.

Settings on DN objects affect:

  • How ICON gathers and reports data on IVR and virtual-queue usage for voice or multimedia interactions.
  • Genesys Info Mart reporting of queue metrics for voice or multimedia interactions. Options on Virtual Queue or ACD Queue DNs enable you to override equivalent switch-level, tenant-level (for multimedia interactions), or application-level option settings at the queue level, as appropriate.
  • Whether Genesys Info Mart stores user data for interactions that are in mediation.
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.

The following procedure and the tables under Important DN Options describe the required configuration settings.

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

Configuring a DN for ICON and Genesys Info Mart reporting

Prerequisites

  • You are logged in to the interface you use to configure your Genesys applications.
  • If you are deploying Genesys Info Mart to report on both ICON Voice details and ICON Multimedia details, make sure that any DN objects for virtual queues for voice calls are configured under the Switch object that is configured for your traditional telephony switch, and any DN objects for virtual queues for multimedia interactions are configured under the Switch object that is configured for your multimedia switch. Otherwise, if you configure virtual queues for voice calls under the multimedia switch, Genesys Info Mart will extract all the virtual-queue data as multimedia data, and Genesys Info Mart voice processing will ignore it. Similarly, if you configure virtual queues for multimedia interactions under the telephony switch, Genesys Info Mart will not process multimedia virtual-queue data.

Steps

  1. Configure ICON-related options:
    1. Open the Annex of the DN object that handles voice or multimedia interactions.
    2. Create a new section that is named gts, if it does not exist already on the Annex.
    3. Open the [gts] section.
    4. Configure the required ICON-related options: For more information, see the chapter about DN Options in the Interaction Concentrator Deployment Guide.
  2. If you want to use DN-specific settings for queue metrics or you want mediation segment fact (MSF) records to store associated user data, configure Genesys Info Mart–related options. To do so, display the properties for the DN object of type Virtual Queue or ACD Queue in the configuration interface. Then:
    • To configure DN-specific thresholds for voice interactions:
      1. Add a new section, named gim-etl, on the Annex.
      2. Open the new section, and add the q-answer-threshold-voice and/or, starting with release 8.5.003, the q-short-abandoned-threshold-voice options, with the desired values.

      The thresholds set in a specific DN object of the Virtual Queue or ACD Queue type will override a value set in the Genesys Info Mart Application object or the Switch object.

    • To configure media-specific thresholds for multimedia interactions:
      1. For each media type for which you want to configure a custom threshold, add a new section, named gim-etl-media-<media type>, on the Annex of a Virtual Queue DN for multimedia interactions. The <media type> that you specify in the section name must match the name of the Media Type Business Attribute exactly, including case (for example, gim-etl-media-email).
      2. Open the new section and add the q-answer-threshold and/or, starting with release 8.5.003, the q-short-abandoned-threshold options for the specific media type (for example, email), with the desired values.

      The thresholds set in a specific DN object of the Virtual Queue type will override a value set in the Genesys Info Mart Application, in the Switch, or in the tenant-specific Media Type Business Attribute object.

    • For every Virtual Queue or ACD Queue DN for which you want mediation segment facts (MSFs) to store associated user data:
      1. Create or open the [gim-etl] section on the Annex.
      2. Add the link-msf-userdata option, and set the value to true. (The default value is false.)
      Starting with release 8.5.003, you can configure Genesys Info Mart at the application level so that MSFs for all queues for voice or multimedia interactions store associated user data. Setting the DN-level link-msf-userdata option overrides the setting of the application-level options (link-msf-userdata-voice or link-msf-userdata-mm) for that DN.

Next Steps

Important DN Options

The following tables describe required or recommended settings for options that you set on the DN object.

For information about Genesys Info Mart Application configuration options, see Configuring the Genesys Info Mart Application.

For more information about all of the ICON configuration options, see Configuration Options in the Interaction Concentrator Deployment Guide.

Tip
In the following tables, click an option name to see a short description of that option.
ICON-related DN options—[gts] section
Area of Functionality Option Name Recommended Value
Scenario recognition

ivr

0 (default)
Network Routing Solution emulate-event-queued
  • 0—EventQueued is not emulated.
  • 1—EventQueued is emulated.

Note: Network Routing Solution uses Service Number DNs. There is no EventQueued-related option at the switch level for Service Numbers. If the Network T-Server does not generate EventQueued, set this option to 1 on the Service Number DNs.

Virtual queue

monitor

1 (default)
Genesys Info Mart–related DN options, by area of functionality
Area of Functionality Section Option Name Recommended Value
Queue activity data for voice (ACD queue or Virtual Queue) [gim-etl] q-answer-threshold-voice No recommended value, but the setting affects reporting results.

The value that is set for these options on the DN object overrides a value that is set at the application level. In addition, the value that is set on the DN object for the q-answer-threshold-voice and, starting with release 8.5.003, q-short-abandoned-threshold-voice options overrides a value set for those options at the switch level.

q-short-abandoned-threshold-voice (starting with release 8.5.003)
link-msf-userdata
Queue activity data for multimedia (Virtual Queue) [gim-etl-media-<media type>]

where <media type> exactly matches the name of the applicable Media Type Business Attribute (for example, email)

q-answer-threshold No recommended value, but the setting affects reporting results.

Each [gim-etl-media-<media type>] section contains options that apply for the specific media type only.

The value that is set for these options on the DN object (for a Virtual Queue) overrides a value that is set at the application, tenant, or switch levels.

q-short-abandoned-threshold (starting with release 8.5.003)

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This page was last modified on 13 September 2017, at 12:54.