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EventData

Specifies the list of key names for which ICON stores KVP data in the G_CUSTOM_DATA_S table. This data is provided in AttributeUserData of EventUserEvent or attr_event_content of EventCustomReporting (provided via Interaction Server).

store-event-data

Specifies what, if any, KVP data ICON will store in the G_CUSTOM_DATA_S table. The KVP data can come from AttributeUserData of EventUserEvent or from attr_event_content of EventCustomReporting.

gos-write-duplicate-metrics

ICON writes to IDB all metrics that are related to active outbound objects, exactly as OCS provides them, without filtering out duplicate metrics. ICON identifies active outbound objects by CampaignGUID, ChainGUID, and CallAttemptGUID.

mcr-om-processing

Specifies whether ICON stores information about 3rd Party Media interactions in IDB.

store-releasing-party

Specifies whether ICON stores data in the G_CALL_STAT table to identify which party released the call:

  • false (default) — ICON does not store the data.
  • true — ICON stores the data.

Note: This ICON feature requires additional configuration on T-Server, and not all T-Servers support this feature. For more information, see the section in the Interaction Concentrator User’s Guide for your release about identifying who released the call.

ssc-processing

Specifies whether ICON recognizes single-step conferences.

Note: This option requires Interaction Concentrator release 8.1.500.04 or later.

dest-busy-processing

ICON stores data in the G_PARTY_HISTORY table that identifies when a destination is busy.

max-userdata-length

Specifies the maximum length of data stored in GM_F_USERDATA.G_SUBJECT, G_USERDATA_HISTORY.VALUE, or G_SECURE_USERDATA_HISTORY.VALUE in IDB. If ICON receives user data for these columns longer than the specified maximum length, the values are truncated.

The option was introduced in ICON release 8.1.512.08 (default value = 1024) and modified in release 8.1.514.06 (default value = 255). If you are using Genesys Info Mart release 8.5.007 or later and need to store e-mail subjects or custom user data with values longer than 255 characters, Genesys recommends that you use ICON 8.1.514.06 or later and explicitly set the value of max-userdata-length as required.

cseq-adjustment

Modifies sequence tracking for user data in the G_USERDATA_HISTORY table. With cseq-adjustment=2, ICON populates the value of the CSEQ field in the G_USERDATA_HISTORY table to match the behavior that Genesys Info Mart 8.x expects.

Note: This option requires Interaction Concentrator release 8.1.000.37 or later.

adata-reasons-history

No value is recorded in IDB for a key that originates from the Reasons TEvent attribute, but that is not included in the XML specification file that is specified by the adata-spec-name option value.

adata-extensions-history

No value is recorded in IDB for a key that originates from the Extensions TEvent attribute, but that is not included in the XML specification file that is specified by the adata-spec-name option value.

adata-userdata-history

No value is recorded in IDB for a key that originates from the UserData TEvent attribute, but that is not included in the XML specification file that is specified by the adata-spec-name option value.

extended-route-result

ICON stores extended routing results — the status of interactions distributed by Universal Routing Server (URS) — in the G_VIRTUAL_QUEUE and G_ROUTE_RESULT tables in IDB. To implement this feature, you must also set the report_targets and report_reasons URS configuration options to true.

vq-write-mode

Specifies when ICON creates the IDB record:

  • 0 — ICON creates a complete IDB record at the time that a particular association between an interaction and a virtual queue terminates, as indicated by either EventDiverted or EventAbandoned.
  • 1 — ICON initially creates an IDB record when a particular association between an interaction and a virtual queue starts (as indicated by EventQueued); after the association is terminated (as indicated by either EventDiverted or EventAbandoned), ICON updates the existing record.

Note: It is very important to configure the DN objects for virtual queues under the Switch object(s) for the respective media types: virtual queues for voice interactions under your traditional telephony switch, and virtual queues for multimedia interactions under your multimedia switch. Otherwise, if your deployment includes both voice and multimedia but you configure all the virtual queues under only one of the switches, Genesys Info Mart will not process virtual-queue data for the other data domain.

route-res-vqid-hist-enabled

Specifies that ICON populates the G_ROUTE_RES_VQ_HIST table.

gls-acw-first

Specifies which interaction ICON associates with ACW.

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.

Note: This option applies to all switches that ICON is configured to monitor, but the value does not override the value of the gls-acw-first configuration option if it is configured within the Switch configuration object.

gls-enforce-reason-code

When an agent logs in to more than one device or queue, specifies whether the agent can have different states (reason codes) on the various devices or queues.

gls-active-reason-codes

Specifies that ICON captures active agent state reason codes, and temporarily stores the values in the G_AGENT_STATE_RC_A table in IDB. Genesys Info Mart requires knowledge of active reason codes to prevent inconsistencies in the SM_RES_STATE_REASON_FACT table when a reason code state ends after transformation of the interval in which the reason code started.

partition-type

Specifies that, for multimedia interactions, the value of gsys_partition in the G_IR and G_CALL tables is taken from the attr_itx_submitted_at attribute of the Interaction Server event. The value populates the CREATED_TS field in the GIDB_G_IR_MM and GIDB_G_CALL_MM tables in the Info Mart database.

om-force-adata

Specifies that ICON will store a UserData snapshot in the GM_F_USERDATA table for interactions that started in the past.

calls-in-the-past

Enables reporting for multimedia interactions that have started in the past.

Note: Reporting on multimedia interactions that began while ICON was down or before ICON started raises unavoidable data-quality issues. For more information about the potential issues and about strategies for mitigating them when calls-in-the-past=true, see Restarting ICON in the Genesys Info Mart Operations Guide.

use-dss-monitor

Specifies that ICON will populate the G_DSS_*_PROVIDER tables in IDB.

dss-no-data-tout

Specifies the time interval, in seconds, after which, if no data has been received from the data source, ICON updates the NODATA_IUTC field in the applicable G_DSS_*_PROVIDER table.

The nodata record is a kind of heartbeat mechanism that enables Genesys Info Mart to distinguish between situations in which there is no data from a data source because there is no activity, and situations in which there is no data because the data source is unavailable.

cfg-auto-resync

Specifies that ICON will automatically initiate resynchronization of configuration data between Configuration Database and IDB when a serious discrepancy is detected.

Note: This option requires Interaction Concentrator release 8.1.000.23 or later.

cfg-annex

Specifies that ICON will gather and store data configured as options in RPT_ configuration sections on the Annex tabs of Person, Agent Group, DN, DN Group, and Switch Application objects. Genesys Interactive Insights (GI2) uses the data associated with Person, Agent Group, and DN Group configuration objects to control visibility for certain data and reports.

Note: This option requires Interaction Concentrator release 8.1.4 or later.

ClusterRole

In a SIP Cluster deployment, specifies whether ICON will process interaction data from I-Proxy (corresponding to the gcc and gud roles) or agent activity data from T-Controller (corresponding to the gls role).

role

Specifies what type of data this ICON instance processes and stores in an IDB:

  • cfg — The initial configuration state and a history of configuration changes, which are retrieved from Configuration Server.
  • gcc — Interaction-related and party-related information.
  • gud — T-Server (for Voice) or Interaction Server (for Multimedia) data about the attached data that is associated with interactions.
  • gls — T-Server (for Voice) or Interaction Server (for Multimedia) data about agent states and agent login sessions.
  • gos — Data that pertains to Outbound Contact calls and campaigns.

Advanced Disconnect Detection Protocol

Also known as ADDP. The method to detect failures for certain T-Server connections, including connections between two T-Servers and among a T-Server and its clients.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Interaction Concentrator

Also known as ICON. A Genesys product that collects and stores detailed data from various sources in a contact center that is empowered by using Genesys software. Downstream reporting systems can access Interaction Concentrator data in near–real time.
Operating on top of Genesys Framework, the product consists of a server application that is called ICON and a database that is called Interaction Database (IDB). The server receives data from data sources such as Configuration Server, T-Server, or particular Genesys solutions; it then stores this data in IDB by using Genesys DB Server.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Preparing the ICON Application

This page provides detailed instructions for preparing the ICON applications that capture and store information from the upstream data sources in your deployment.

Preparing ICON

Your Genesys Info Mart deployment requires at least one ICON application and one IDB. However, depending on your chosen topology, you may have additional ICON applications or additional IDBs for separate storage of Configuration details, Voice details, Multimedia details, and Outbound Contact details. For more information about the various data-source topologies that Genesys Info Mart supports, see Interaction Concentrator Topologies.

In the interface you use to configure your Genesys applications, you must configure each ICON Application object and related objects in the deployment, in accordance with the Genesys Info Mart deployment requirements that are described in this section.

The type of data that Genesys Info Mart will extract from a particular ICON and IDB depends on your topology and reporting requirements. The required configuration settings, therefore, also depend on your topology and reporting requirements.

In some cases, you must configure settings on other configuration objects (DN, Field, Switch, Script), as well as on the ICON Application object. For links to more information about ICON-related settings on other configuration objects, see Configuring Supporting Objects.

Important
  • The valid values that are listed for ICON application options on this page do not necessarily represent the entire set of values that are available in ICON; instead, these are the values that make sense in a reporting environment that is based on Genesys Info Mart.
  • The values that Genesys Info Mart requires for certain ICON options (“mandatory options”) are not the default values.
  • Changes to the values of certain ICON options — including mandatory options — require a restart of ICON. When you restart an existing ICON application, active calls are lost.
  • All the IDBs from which Genesys Info Mart extracts data must have been populated only by ICONs that conform to Genesys Info Mart requirements. If you are adding Genesys Info Mart to an existing ICON deployment and you upgrade ICON or change ICON settings to meet Genesys Info Mart requirements, you must create new IDBs as part of the upgrade and start populating them only after all of the mandatory settings have been updated. Otherwise, Genesys Info Mart will not be able to process data from IDB. Any data that was collected in IDB before the upgrade or change in the ICON settings will not be processed by Genesys Info Mart.

Recommendations for ICON Deployment and Upgrade

  • If you are deploying Interaction Concentrator at the same time as Genesys Info Mart, follow the installation and configuration instructions in the Interaction Concentrator Deployment Guide for your release, while observing the Genesys Info Mart deployment requirements that are documented on this page.
  • You can deploy Genesys Info Mart in an environment in which Interaction Concentrator 8.x has been deployed already, provided that ICON was configured in accordance with Genesys Info Mart requirements when Interaction Concentrator was originally deployed. If there is a large amount of data in IDB by the time Genesys Info Mart is added to the deployment, be aware that this approach might result in significant data latency while the Genesys Info Mart ETL jobs process the backlog.

Configuring the ICON Application

Procedure: Configuring ICON

Purpose: To enable ICON to capture Configuration details, Voice details, Multimedia details, or Outbound Contact details for Genesys Info Mart.

Steps

  1. Create and configure an Interaction Concentrator Application object, as described in the Interaction Concentrator Deployment Guide for your release.

    Ensure that the State Enabled check box on the General tab is selected.

  2. Review the options from the [callconcentrator] section, and modify settings as required for Genesys Info Mart. Important [callconcentrator] ICON Configuration Options describes the required ICON options, as well as other ICON options and recommended settings that are important for Genesys Info Mart. At a minimum, you must set the following option values for all types of ICON details:
    • use-dss-monitor = true
    • partition-type = 2
    • role (the value depends on the type of ICON details that you require that ICON application to store)

    There are additional minimum requirements for Voice details and Multimedia details ICONs. See the options identified as mandatory (with a single asterisk) in the table below.

  3. Configure a connection to every data source that will supply data for Genesys Info Mart. Ensure that all connections between ICON and its data sources use ADDP.

Next Steps

Important [callconcentrator] ICON Configuration Options

The following table describes required or recommended settings for options that you set on the ICON Application object, in the [callconcentrator] section.

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

In the context of this section, the term interaction is used generically to refer to voice calls and multimedia interactions.

ICON Application Options — [callconcentrator] Section, by Area of Functionality
Area of Functionality Option Name Recommended Value Applies to ICONs For
Voice Details Multimedia Details Outbound Contact Details
Legend:

* Mandatory option — Genesys Info Mart will not function if the option value is not set as specified.
** Recommended option — Data quality might be compromised if you do not use the recommended value. For more information about data-quality considerations, see the Genesys Info Mart User’s Guide.

Click the option name to see a brief description of the option.

ICON role
role*
  • cfg — For Configuration details
  • gcc,gud,gls — For Voice or Multimedia details
  • gos — For Outbound Contact details
ClusterRole** I-Proxy, T-Controller (default)
Configuration information cfg-annex 1 (true)
cfg-auto-resync**
1 (true)
Session monitoring
dss-no-data-tout** 60 (seconds)
use-dss-monitor* true
Interaction processing calls-in-the-past* true
om-force-adata* true
IDB partition-type* 2

Note: For Genesys Info Mart purposes, this option effectively applies only to processing of multimedia interactions. However, Genesys Info Mart requires that you set the value of this option to 2 for all types of ICON details.

Agent state and login session gls-active-reason-codes* true
gls-enforce-reason-code No recommended value, but the setting might affect reporting results.

gls-acw-first

No recommended value, but the setting might affect reporting results:
  • false (default) — ICON associates after call work (ACW) metrics with the voice interaction that immediately precedes the completion of the ACW (the last voice interaction).
  • true — ICON associates 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 and should not interrupt measurement of ACW-related metrics.
Virtual queue route-res-vqid-hist-enabled* true
vq-write-mode*
  • 0 — For Voice details
  • 1 — For Multimedia details

If your deployment uses the same ICON to monitor both voice and multimedia interaction activity (a supported topology starting with release 8.5.007), set vq-write-mode=1.

extended-route-result** 1 — ICON stores extended routing results. (Required if detailed dispositions on routing from virtual queues is required for reporting.)
Attached data adata-userdata-history** none
adata-extensions-history** none
adata-reasons-history** none
cseq-adjustment* 2
max-userdata-length
  • For ICON releases 8.1.512.08 through 8.1.514.05: 255
  • For ICON release 8.1.514.06 and later: No recommended value if you are using Genesys Info Mart release 8.5.007 or later; otherwise, 255
Scenario recognition dest-busy-processing** true
ssc-processing** 1 (default)
store-releasing-party No recommended value
3rd Party Media mcr-om-processing 1 (default) — This is the recommended setting because it enables recording of 3rd Party Media agent states and interaction data in IDB.
Outbound Contact metrics gos-write-duplicate-metrics** 1

Controlling IDB Storage

By default, ICON stores full details about voice and multimedia interactions, as well as associated agent-related data. To customize IDB as a source of data for Genesys Info Mart, you can enable certain filtering through ICON configuration options. If you do not store in IDB the details that Genesys Info Mart does not extract, you can minimize the required storage space for IDB and improve ETL data extraction performance.

For a list of the IDB tables from which Genesys Info Mart extracts data, see IDB Tables Accessed by Genesys Info Mart.

The following procedure describes how you can set up the ICON application to exclude storage of details that Genesys Info Mart does not use.

Procedure: Controlling IDB storage

Purpose: To exclude the data that is not required for Genesys Info Mart from being stored in IDB.

This procedure is optional.

Prerequisites

Steps

  1. Review the options from the [filter-data] section, described in step 5, for configuring ICON storage.
  2. Open the ICON Application object.
  3. Create a new section, named [filter-data], if it does not already exist on the Options tab.
  4. Open the [filter-data] section.
  5. Configure any or all of the following ICON filtering options, to control data storage. To turn a filter on, so that certain details are excluded from storage in IDB, set the value of the option to 1.
    Important
    The list below includes only those [filter-data] options that you can set to safely exclude data from IDB. To avoid compromising Genesys Info Mart data quality, do not set any other filtering options to 1 (true). By default, ICON does not exclude any data from storage (all of the [filter-data] option values are set to 0). For more information, see filter-data Section in the Interaction Concentrator Deployment Guide.
    • acd-party-metrics    [+] Tell me more
    • call-history   [+] Tell me more
    • gls-ivr   [+] Tell me more
    • gls-metrics   [+] Tell me more
    • ir-history   [+] Tell me more
    • observer-party   [+] Tell me more
    • udata-history-terminated   [+] Tell me more
  6. Repeat this procedure for every IDB in your environment that stores either Voice details or Multimedia details.

Next Steps

Customizing Attached Data Storage

When applications attach call-based KVPs to interactions, ICON records them in the appropriate IDB table. When you deploy the ICON application, you configure certain ICON options and you also create an XML-based specification file, to indicate which KVPs ICON should store and in which IDB tables and columns they should be stored.

Genesys Info Mart ships an attached data specification file (ccon_adata_spec_GIM_example.xml), which specifies the call-based KVPs that are related to Genesys Info Mart functionality. You modify the file to specify additional custom KVPs that you want ICON to store. You can use the User Data Assistant, User_Data_Assistant.xlsm, to help prepare the customized attached data specification.

When you install Genesys Info Mart, the ccon_adata_spec_GIM_example.xml and User_Data_Assistant.xlsm files are copied to the sql_scripts folder in the installation directory. They overwrite any files that have the same name.

The ccon_adata_spec_GIM_example.xml and the User_Data_Assistant.xlsm files are also available in the sql_scripts folder on the Genesys Info Mart CD.

Use the general procedure below, Customizing your ICON attached data specification file, to customize the attached data specification for your deployment.

Important
There is a separate mechanism for configuring ICON to store UserEvent-based KVPs. For more information, see Configuring UserEvent Data Storage.

Procedure: Customizing your ICON attached data specification file

Purpose: To customize your ICON attached data specification file to indicate the KVPs that you want ICON to store and in which IDB tables and columns they should be stored.

For descriptions of commonly used attached data KVPs that Genesys Info Mart recognizes, see Common Attached Data KVPs.

Prerequisites

  • The ccon_adata_spec_GIM_example.xml file or the User_Data_Assistant.xlsm file is available. To obtain the files, do one of the following:
    • Install Genesys Info Mart, and locate the required file(s) in the sql_scripts folder in the installation directory.
    • Locate the required file(s) in the sql_scripts folder on the Genesys Info Mart CD.
  • If you plan to use the User Data Assistant, you have Microsoft Excel 2007 or later, with macros enabled.

Steps

  1. Modify the ICON attached-data specification file to include the predefined and custom KVPs that are required for your deployment. Do one of the following:
    • Use the User Data Assistant to automatically generate the customized attached-data specification file. For more information, see the instructions in the tool.
    • Prepare the attached-data specification file manually:
      1. Edit the ccon_adata_spec_GIM_example.xml file to include KVP names for the additional, custom attached data elements that you want the ETL jobs to extract.
      2. Comment out the attached data elements that you do not want the ETL jobs to extract.
  2. Copy the modified file to your ICON installation directory on the ICON host that stores attached data (that is, where the ICON role contains gud).
  3. If you did not name the file ccon_adata_spec.xml, update the adata-spec-name option in the ICON Application object to point to this file.
  4. If you use Interaction Concentrator release 8.1.4 or earlier, you must restart the ICON application so that the configuration changes take effect. Starting with Interaction Concentrator release 8.1.5, a restart is no longer required for the updates to the attached data specification file to take effect.
  5. Repeat these steps for each ICON application from which Genesys Info Mart will extract Voice or Multimedia details (that is, where the ICON role contains gud).

Next Steps

Configuring UserEvent Data Storage

When applications use EventUserEvent or EventCustomReporting to attach KVPs (referred to as UserEvent-based KVPs) to interactions, ICON configuration determines whether ICON records the KVPs in IDB tables that Genesys Info Mart processes. To enable historical reporting on features such as Callback and Focus Time, or on custom UserEvent-based KVPs, you must configure ICON to store the required KVPs in the G_CUSTOM_DATA_S table, as described in Important custom-states ICON Configuration Options and Configuration Considerations.

For custom UserEvent-based KVPs, you must also prepare custom user-data storage in the Info Mart database, as described in Preparing Custom User-Data Storage.

For information about the UserEvent-based KVPs that are used for reporting, see Using UserEvent-Based KVP Data.

Important [custom-states] ICON Configuration Options

The following table describes recommended settings for options that you set on the ICON Application object, in the [custom-states] section.

For more information about all of the ICON configuration options, see the Interaction Concentrator Options Reference.

ICON Application Options — [custom-states] Section, by Area of Functionality
Area of Functionality Option Name Recommended Value Applies to ICONs For
Voice Details Multimedia Details Outbound Contact Details
Click the option name to see a brief description of the option.
UserEvent-based user data
store-event-data
  • all — ICON stores the values of all keys. This is the recommended setting in deployments where Genesys Callback, Focus Time, or Genesys Predictive Routing (GPR) data is extracted for reporting.
  • conf — ICON stores only the values of the keys that are configured in the EventData option.
EventData
No recommended setting. Enter a comma-separated list of the data types and key names in the format Type,KeyName.

Configuration Considerations

To simplify configuration in deployments where Callback, Focus Time, or GPR data is extracted for reporting, Genesys recommends setting the [custom-states].store-event-data configuration option to all, to ensure that ICON stores all the UserEvent-based KVPs that Genesys Info Mart requires. However, be aware that setting store-event-data=all has performance and security implications:

  • Performance — Processing and storing a large number of UserEvent-based KVPs increases database resource requirements and can impact performance.
  • Security — Sensitive data (for example, credit card information) might be sent in UserEvents that are not used for reporting. Unlike the situation for call-based attached data, where the G_SECURE_USERDATA_HISTORY table is available to provide secure IDB storage, there is no secure IDB table parallel to G_CUSTOM_DATA_S that provides separate, secure storage for sensitive data.

Genesys recommends that you review your overall deployment to ensure that applications or strategies do not expose you to unnecessary performance or security risks by attaching large quantities of UserEvent-based KVPs and sensitive data that are not used for reporting. If your deployment does not make extensive use of UserEvents for reporting, Genesys recommends that you filter the bulk of UserEvent-based KVPs from storage in IDB. To do so, set [custom-states].store-event-data=conf and explicitly specify the required reporting KVPs in the [custom-states].EventData option.

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This page was last modified on June 26, 2018, at 11:43.