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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
Introduced: 8.5.003

For all Virtual Queue DNs configured on the switch, specifies the maximum duration of mediation, in seconds, that is used to indicate that an interaction that was abandoned while in a virtual 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 multimedia interactions that are abandoned in a virtual queue.

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


For all Virtual Queue DNs configured on the switch, specifies the default duration, in seconds, that is used as a target time to accept an email interaction that entered a queue.

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

For all queues that are configured on this switch, 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 a virtual queue or ACD queue.

This setting overrides a value that is set in the Genesys Info Mart Application object. The switch-level value can, in turn, be overridden by an option with the same name configured on the individual DN queue objects.

more...

q-answer-threshold-voice

Section: gim-etl
Default Value: 60
Valid Values: 1-10000
Changes Take Effect: On the next ETL cycle
Dependencies: None

Specifies the default duration, in seconds, that is used as a target time to answer voice interactions that were distributed by virtual queues or ACD queues configured on the switch.

This setting overrides the value of the option with the same name configured on the Genesys Info Mart Application object. The switch-level value can, in turn, be overridden by an option with the same name configured on the individual DN queue objects.

more...

factor-dnd-into-sm-resource-states

Section: gim-etl
Default Value: false (for voice-handling and SIP switches); true (for multimedia-handling switches)
Valid Values: true, false
Changes Take Effect: On the next ETL cycle


Specifies whether DND (do-not-disturb) status for a resource on a given switch is factored into resource states and reasons.

  • false (default for voice and SIP switches)—Genesys Info Mart does not factor DND into summarized resource states and reasons.
  • true (default for eServices/Multimedia switches)—Genesys Info Mart does factor DND into summarized resource states and reasons.
more...

third-party-queue-in-divert

Controls whether ICON uses the AttributeThirdPartyQueue attribute in EventDiverted to more accurately represent the party from which a call is distributed, in certain multi-queue scenarios.

The option was introduced in Interaction Concentrator release 8.1.000.34.

support-dn-type-5

ICON processes events that pertain to DNs of the Virtual Queue type that belong to this switch.

gls-enable-acw-busy

Specifies whether ICON interrupts ACW and NotReady agent states when an agent places or receives another interaction during the period of time that ACW or NotReady agent states were invoked.

For more information about uninterrupted ACW and NotReady states, see the chapter about agent states and login sessions in the Interaction Concentrator 8.x User’s Guide.

Note: This option is not valid for Session Initiation Protocol (SIP)–compliant switches that handle interactions other than voice interactions.

gls-acw-first

Specifies, for this switch, which interaction ICON associates with ACW.

For accurate measurement of ACW-related metrics, Genesys Info Mart requires ICON to associate ACW metrics with the voice interaction that immediately precedes the start of the ACW (the first voice interaction). Subsequent voice interactions are considered to be related to ACW processing.

When the agent logs out, changes his or her state to Ready, or goes NotReady for any reason other than to perform ACW, ICON reports the end of the current ACW state.

This option overrides an explicit setting of the gls-acw-first configuration option at the ICON application level.

gls-use-ts-id

ICON uses the login session ID that is generated by T-Server (GUID).

Note: 1 is the only valid value for Genesys Info Mart.

gls-flag-on-disconnect

When reconnecting to T-Server, ICON compares the agent state from its memory with the state from EventRegistered. If the in-memory state does not match the currently reported agent state, ICON updates the agent state in both its internal memory and IDB. When disconnecting from T-Server, ICON performs no actions that are specific to agent states.

gls-associations-rule

ICON creates a single login session for two DNs that belong to the same place when an agent logs in at one of these DNs.

Note: 0 is the only valid value for Genesys Info Mart.

q-short-abandoned-threshold

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

For all Virtual Queue DNs configured on the switch, specifies the maximum duration of mediation, in seconds, that is used to indicate that an interaction that was abandoned while in a virtual 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 multimedia interactions that are abandoned in a virtual queue.

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


For all Virtual Queue DNs configured on the switch, specifies the default duration, in seconds, that is used as a target time to accept an email interaction that entered a queue.

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

For all queues that are configured on this switch, 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 a virtual queue or ACD queue.

This setting overrides a value that is set in the Genesys Info Mart Application object. The switch-level value can, in turn, be overridden by an option with the same name configured on the individual DN queue objects.

more...

q-answer-threshold-voice

Section: gim-etl
Default Value: 60
Valid Values: 1-10000
Changes Take Effect: On the next ETL cycle
Dependencies: None

Specifies the default duration, in seconds, that is used as a target time to answer voice interactions that were distributed by virtual queues or ACD queues configured on the switch.

This setting overrides the value of the option with the same name configured on the Genesys Info Mart Application object. The switch-level value can, in turn, be overridden by an option with the same name configured on the individual DN queue objects.

more...

factor-dnd-into-sm-resource-states

Section: gim-etl
Default Value: false (for voice-handling and SIP switches); true (for multimedia-handling switches)
Valid Values: true, false
Changes Take Effect: On the next ETL cycle


Specifies whether DND (do-not-disturb) status for a resource on a given switch is factored into resource states and reasons.

  • false (default for voice and SIP switches)—Genesys Info Mart does not factor DND into summarized resource states and reasons.
  • true (default for eServices/Multimedia switches)—Genesys Info Mart does factor DND into summarized resource states and reasons.
more...

support-dn-type-5
Area of Functionality: Virtual Queue
Description: ICON processes events that pertain to DNs of the Virtual Queue type that belong to this switch.

Configuring Switch Objects

This page provides instructions for configuring the Switch object for ICON and Genesys Info Mart reporting.

Settings on the Switch object affect how:

  • ICON gathers and reports data about voice or multimedia interactions, including interaction, user-data, resource, and agent activity details. For multimedia details, the only ICON-related option that applies relates to virtual queues.
  • Genesys Info Mart processes network activity, for all types of ICON details.
  • Genesys Info Mart reports do-not-disturb (DND) activity.
  • Genesys Info Mart reports queue metrics for voice or multimedia interactions. Options on the switch enable you to override certain application-level—or, for multimedia interactions, tenant-level—option settings for all ACD Queue or Virtual Queue DNs configured on the switch.

The following procedure and the Important Switch Options tables describe the required switch configuration settings for ICON and Genesys Info Mart reporting.

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.

Procedure: Configuring the switch for ICON and Genesys Info Mart reporting

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 the Switch object in the Genesys Configuration Layer.

Steps

  1. Open the Annex of the Switch object that handles voice or multimedia interactions.
  2. Configure ICON-related options:
    1. Create a new section that is named gts, if it does not exist already on the Annex.
    2. Open the [gts] section.
    3. Configure the required ICON-related options:
      • For Voice details, configure all required options that are described in the ICON-Related Switch Options — [gts] Section table.
      • For Multimedia details, if your deployment includes Virtual Queue DNs, verify that the support-dn-type-5 option is set to the default value of 1. By default, ICON will monitor and store data for all virtual queues that belong to this switch.
      For more information, see Switch Options in the Interaction Concentrator Deployment Guide.
  3. If you want to change whether or not Genesys Info Mart factors DND into summarized resource states and reasons, or if you want to use switch-wide settings for queue metrics, configure Genesys Info Mart–related options.
    • To change Genesys Info Mart behavior with respect to DND:
      1. Create a new section that is named gim-etl, if it does not exist already on the Annex.
      2. Open the [gim-etl] section, and add the factor-dnd-into-sm-resource-states option, with the desired value.
    • To configure switch-wide thresholds for queue metrics for ACD queues and virtual queues for voice interactions:
      1. Create a new section that is named gim-etl, if it does not exist already on the Annex.
      2. Open the [gim-etl] 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 the Switch object will override a value set in the Genesys Info Mart Application object. In turn, values set on the Switch can be overridden by values set at the DN level.
    • To configure switch-wide thresholds for queue metrics for virtual queues for multimedia interactions:
      1. For each media type for which you want to configure a switch-wide threshold for virtual queues, add a new section, named gim-etl-media-<media type>, on the Annex of the Switch object. 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 the Switch object will override a value set in the Genesys Info Mart Application object or in the tenant-specific Media Type Business Attribute. In turn, values set on the Switch can be overridden by values set at the DN level.

      For a summary of the Genesys Info Mart–related options, see Genesys Info Mart–Related Switch Options, by Area of Functionality.

Next Steps


Important Switch Options

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

For more information about the 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 Switch Options — [gts] Section, by Area of Functionality
Area of Functionality Option Name Recommended Value
Agent state and login session gls-associations-rule 0
gls-flag-on-disconnect 0 (default)
gls-use-ts-id 1 (default)
Agent metrics

gls-acw-first

To ensure that ICON associates ACW with the first voice interaction, do one of the following:
  • At the switch level, set this option value to 1.
  • Retain the default value of -1 at the switch level, and set the gls-acw-first option to true at the ICON application level.
gls-enable-acw-busy No recommended value, but the setting might affect reporting results:
  • 0—ICON does not interrupt ACW and NotReady agent states.
  • 1 (default)—ICON interrupts ACW and NotReady agent states.

Note: If you set the option value to 0 (false) because you want ICON to report uninterrupted ACW, ICON will also report uninterrupted NotReady states. Other states that might occur during NotReady (for example, Busy) will not be reported in IDB or the Info Mart database. For more information, see the section about populating agent activity data in the Genesys Info Mart 8.1 User’s Guide.

Virtual queue
support-dn-type-5
1 (default)
Parallel ACD queues third-party-queue-in-divert
  • 0 (default)
  • 1 (for switches, such as Avaya Communication Manager release 7.6 and later, that enable T-Server to supply AttributeThirdPartyQueue in EventDiverted)
Genesys Info Mart–Related Switch Options, by Area of Functionality
Area of Functionality Section Option Name Recommended Value
Agent metrics [gim-etl] factor-dnd-into-sm-resource-states No recommended value, but the setting affects reporting results.
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.

For more information, see Summary of options configurable at different levels, as well as the comments in the tables summarizing options relating to Queue activity data for voice (ACD queue or Virtual Queue) and Queue activity data for multimedia (Virtual Queue, Interaction Queue, or Interaction Workbin).

q-short-abandoned-threshold-voice (starting with release 8.5.003)
Queue activity data for multimedia (Virtual Queue, Interaction Queue, or Interaction Workbin) [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
q-short-abandoned-threshold (starting with release 8.5.003)

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This page was last modified on 13 September 2017, at 12:50.