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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.
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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-mm

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

Section: gim-etl-populate
Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: populate-workbin-as-hold=false

For the Interaction Workbin defined by the Script object, enables or disables the population of eServices/Multimedia workbin activity to the MSF table. For workbins that are associated with handling resources of type Agent or Place, this option comes into effect only if Genesys Info Mart has not been configured to consider workbin time as hold. For the circumstances under which Genesys Info Mart considers workbin time as hold, see the description of the populate-workbin-as-hold option.

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

populate-mm-ixnqueue-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle


For the Interaction Queue defined by the Script object, enables or disables the population of eServices/Multimedia queue activity to the MSF table. This setting overrides a value that is set on the Genesys Info Mart Application object.

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
Modified: 8.5.003

For the interaction queue or interaction workbin defined by the Script object, 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 MSF row for email interactions that are abandoned in an interaction queue or workbin.

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

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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

For the interaction queue or interaction workbin defined by the Script object, specifies the default duration, in seconds, that is used as a target time to accept an email interaction that entered the interaction queue or workbin.

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Configuring Script Objects

This page provides instructions for configuring Script objects for Genesys Info Mart reporting. Settings on Script objects affect:

  • Genesys Info Mart reporting of queue metrics for multimedia interactions. Options on the Script objects associated with particular Interaction Queues or Interaction Workbins enable you to override equivalent tenant-level or application-level option settings at the queue level, as appropriate.
  • Whether Genesys Info Mart populates queue-specific data in mediation segment facts (MSFs).
  • 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.
Tip

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

In the following procedure, click an option name to see a short description of that option.

Procedure: Setting Script object options for Genesys Info Mart reporting

Purpose: To provide queue-specific settings for queue thresholds and population of mediation data.

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 Script objects in the Genesys Configuration Layer.

Steps

  1. Display the properties for the Script object that corresponds to the Interaction Queue or Interaction Workbin.
  2. Open the Annex of the Script object.
  3. (Optional) Configure queue-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>, if it does not exist already on the Annex. 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, email).
    2. Open the new section and add the q-answer-threshold and, starting with release 8.5.003, q-short-abandoned-threshold options for the specific media type (for example, email), with the desired values.

      The thresholds set in a specific Script object will override the value of the option with the same name that is set in the Genesys Info Mart Application object or in the tenant-specific Media Type Business Attribute object.

  4. (Optional) Enable or disable population of queue-specific data in MSFs.
    1. Add a new section, named gim-etl-populate, if it does not exist already on the Annex.
    2. Add one of the following options, depending on whether the Script object corresponds to an Interaction Queue or an Interaction Workbin, and specify the desired value: The value that is set in the Script object for a particular interaction queue or workbin will override the value of the option with the same name that is set in the Genesys Info Mart Application object.
  5. (Optional) Enable or disable the storage of user data in MSFs for the interaction queue or workbin.
    1. Open the [gim-etl] section on the Annex.
    2. Add the link-msf-userdata option, and set the desired value. (The default value is false.)
    The value that is set in the Script object for a particular interaction queue or workbin will override the value of the link-msf-userdata-mm option, which, starting with release 8.5.003, can be set in the Genesys Info Mart Application object.

Next Steps

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This page was last modified on September 13, 2017, at 12:26.