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Universal Routing Server

Also known as URS. The server that is used by Universal Routing that automatically executes routing-strategy instructions and distributes incoming customer interactions among contact-center agents. Previously known as Interaction Router.



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

Key-Value Pair

Also known as a KVP. A data structure that is used to communicate or store a piece of information. A KVP consists of a key, whose value is an S.100 symbol, and a value, which may be any of a variety of data types, including a key-value set (thus, making the structure recursive). The key identifies the meaning of the data that is contained in the value.



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

Mapping User Data Worksheet

Use the following worksheet to map KVPs to predefined or custom user-data fact or dimension tables in the Info Mart schema. Keep this information, so that you can refer to it during deployment and when you need to re-install or upgrade Genesys Info Mart.

In the following worksheet:

  • All the KVP names that are identified as Genesys-defined are predefined names for data that is attached by Genesys solutions — such as Enterprise Routing and Outbound Contact — and should not be changed.
  • For the KVPs that are listed in the Genesys-defined KVPs that are mapped by default table below, the mapping to Genesys Info Mart user-data tables is specified by default.
  • For the KVPs that are listed in the Genesys-defined KVPs that are not mapped by default table below, you must specify the mapping to user-data fact or dimension tables if you want Genesys Info Mart to store these KVPs for your reporting.
  • You can add other KVPs that are generated in your contact center environment if you require them for your reports — either instead of, or in addition to, the listed KVPs. The Other KVPs that are not mapped by default table provides room for you to record custom mappings. The placeholder entries in this section have been provided to help you to match information to equivalent placeholders in the user-data template script, which you use to customize the Info Mart database schema (see Customizing the User Data Template). In multi-language databases, do not use non-Latin Unicode characters for custom table and column names.
  • Genesys Info Mart does not require the mapping of KVPs to user-data tables to be one-to-one. You can supplement default mappings or further customize custom mappings by mapping a particular KVP to more than one user-data fact or dimension table.
  • Because Genesys Info Mart uses special logic to process certain KVPs that are attached by URS, a separate table groups the relevant keys (Genesys-defined Routing KVPs).
Important
  • If you provide customized mapping of KVPs to user-data dimension tables, be aware of possible RDBMS-related limitations regarding the length of KVP values. For more information, see RDBMS Considerations.
  • You must configure Interaction Concentrator to store the IApplication KVP, even if you do not choose to map IApplication to a user-data table for your reporting purposes.
  • In your deployment, if the value of the Business Result KVP can be changed after the interaction is completed, change the Business Result propagation rule that is stored in the Info Mart database to PARTY. Otherwise, Genesys Info Mart will ignore Business Result values that are defined during after call work (ACW).

    For more information about the propagation rules, see Propagation Rules.

Genesys-defined KVPs that are mapped by default

KVP Name Propagation Rule Info Mart Database Target
Table Name Column Name Data Type Default Value
CaseID CALL IRF_USER_DATA_

GEN_1

CASE_ID Character DEFAULT_CASE_ID
CustomerID CALL CUSTOMER_ID Character DEFAULT_CUSTOMER_

ID

GSW_CALL_ATTEMPT_

GUID

CALL GSW_CALL_ATTEMPT_

GUID

Character Null
(Starting with release 8.5.011.18) GSW_CALL_TYPE CALL GSW_CALL_TYPE Character Null
IPurpose IRF IPURPOSE Character Null
Revenue CALL REVENUE Character Null
Satisfaction CALL SATISFACTION Character Null
ServiceObjective CALL SERVICE_OBJECTIVE Character Null
Business Result CALL INTERACTION_

DESCRIPTOR

BUSINESS_RESULT Character DEFAULT_BUSINESS_

RESULT

CustomerSegment CALL CUSTOMER_SEGMENT Character DEFAULT_CUSTOMER_

SEGMENT

ServiceType CALL SERVICE_TYPE Character DEFAULT_SERVICE_

TYPE

ServiceSubType CALL SERVICE_SUBTYPE Character DEFAULT_SERVICE_SUBTYPE
_CB_SERVICE_ID CALL IRF_USER_DATA_GEN_1 SERVICE_ID Character 0
_CB_T_SERVICE_START CALL SERVICE_START_TS Integer 0


Genesys-defined Routing KVPs

KVP Name Propagation Rule Info Mart Database Target
Table Name Column Name Data Type Default Value
RRequestedSkillCombination REQUESTED_SKILL

(all columns), REQUESTED_SKILL_ COMBINATION



SKILL_COMBINATION_ STRING

Character Unspecified
RStrategyName STRATEGY STRATEGY_NAME Character Unknown
RTargetObjectSelected ROUTING_TARGET AGENT_GROUP_NAME Character UNSPECIFIED
RTargetObjectSelected PLACE_GROUP_NAME Character UNKNOWN
RTargetObjectSelected SKILL_EXPRESSION Character UNSPECIFIED
RTargetObjectSelected TARGET_OBJECT_

SELECTED

Character UNSPECIFIED
RTargetTypeSelected ROUTING_TARGET_

TYPE

Character Unspecified

Genesys-defined KVPs that are not mapped by default

KVP Name Propagation Rule Info Mart Database Target
Table Name Column Name Data Type Default Value
Before release 8.5.011.18) GSW_CALL_TYPE Character
IApplication Character
IResult Character
IResultReason Character
ISpeechRecognition Character
ITextToSpeech Character


Other KVPs that are not mapped by default

KVP Name Propagation Rule Info Mart Database Target
Table Name Column Name Data Type Default Value
Custom User Data Fact Table (for high-cardinality KVPs): <IRF_USER_DATA_CUST_1>

User Data Columns: <CUSTOM_DATA_N>

Note: Data types can be character, numeric, or date/time.

<CustomDataN>
Custom User Data Dimension Table (for low-cardinality KVPs): <USER_DATA_CUST_DIM_1>

User Data Columns: <DIM_ATTRIBUTE_N>      Primary Key: <ID>      Foreign Key: <CUSTOM_KEY_1>

<DIM_ATTRIBUTE_N> Character
Character
Character
Character
Character

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This page was last modified on November 29, 2018, at 12:27.