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stop-ixn-queues

Section: gim-transformation
Default Value: No default value
Valid Values: A comma-separated list of queue names
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.1.402

In multimedia deployments that use stop-interaction queues in their business processes, this option specifies the Interaction Queues that are used to handle stopping an interaction (for example, Twitter_StopIxn). When an interaction is placed into one of these queues, Genesys Info Mart considers the interaction to be terminated. The transformation job assigns the technical result/reason combination of COMPLETED/UNSPECIFIED in the IRF of the handling resource that placed the interaction in the queue, and Genesys Info Mart excludes the interaction from further processing. The agent who placed the interaction in the queue is represented as the party that stopped the interaction, and the strategy that actually stops the interaction and performs any associated post-processing is not represented in Genesys Info Mart reporting.

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partitioning-interval-size-gidb-ocs

Section: gim-etl
Default Value: 86400 or partitioning-interval-size-gidb
Valid Values: Any positive integer
Changes Take Effect: At the next run of Job_MaintainGIM
Dependencies: None
Introduced: 8.1.402.07

Specifies the size of partitions, in seconds, for partitioned GIDB tables that store Outbound Contact–related data. When this option is set, Job_MaintainGIM creates partitions of the specified size in the Info Mart database in preparation for future ETL cycles. If the option is not specified, the value of partitioning-interval-size-gidb, which has a default value of 24 hours (86400 seconds), is used.

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partitioning-interval-size-gidb-mm

Section: gim-etl
Default Value: 86400 or partitioning-interval-size-gidb
Valid Values: Any positive integer
Changes Take Effect: At the next run of Job_MaintainGIM
Dependencies: None
Introduced: 8.1.402.07

Specifies the size of partitions, in seconds, for partitioned GIDB tables that store multimedia interaction data. When this option is set, Job_MaintainGIM creates partitions of the specified size in the Info Mart database in preparation for future ETL cycles. If the option is not specified, the value of partitioning-interval-size-gidb, which has a default value of 24 hours (86400 seconds), is used. Genesys recommends increasing the size of GIDB partitions for multimedia interactions, which typically live longer than voice interactions but generate a smaller volume of data.

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max-msfs-per-irf

Section: gim-etl
Default Value: 50
Valid Values: 10-10000
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.1.401.02

Specifies the limit for the number of MSF records that are associated with a given multimedia interaction that will be represented in the Info Mart database. When the number of MSF records associated with a single IRF record exceeds the limit, the transformation job processes only the first n mediation DNs and the last n mediation DNs in the interaction, where n = max-msfs-per-irf/2. In this way, ETL performance avoids being degraded by huge numbers of MSF records for unsuccessful routing attempts for "stuck strategy" scenarios.

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populate-thread-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.001

Enables or disables the population of thread-related metrics in the ANCHOR_FLAGS dimension in multimedia deployments.

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introduced-transfer-threshold

Section: gim-transformation
Default Value: 0
Valid Values: Any nonnegative integer
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.001

Specifies a time threshold, in seconds, for Genesys Info Mart to treat a conference as an introduced transfer. If the conference initiator's participation is less than the threshold, while the receiving agent continues on the call, Genesys Info Mart treats this call flow as a special case of transfer. The option applies only to voice calls.

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populate-media-neutral-sm-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002

Enables or disables population of the summarized resource states across all media (including voice, e-mail, chat, and 3rd Party Media media types) in the SM_MEDIA_NEUTRAL_STATE_FACT table. The value of the applicable populate-sm-*-resource-activity option must be set to true for agent states on those media to be reflected in the media-neutral agent states. The media-neutral state is the highest-priority state in effect for any of the agent's media, where the priority is determined by the sm-resource-state-priority option.

expand-mediation-time-for-gapless

Section: gim-transformation
Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002
Modified: 8.5.003 (default value changed from false to true)
Discontinued: 8.5.007 (replaced by show-non-queue-mediation-mm)

In eServices deployments in which routing activities are performed without the use of virtual queues, enables or disables reporting of the time that a multimedia interaction spends in a routing strategy as mediation time. To prevent a reporting gap between the end of mediation at the Interaction Queue and the start of handling by the agent, set this option to true. If routing involves more than one Interaction Queue, this configuration also removes a reporting gap between the end of the MSF for one Interaction Queue and the start of the MSF for another Interaction Queue.
  • false—The time that an interaction spends in a routing strategy will not be reflected in the MSF record for the Interaction Queue.
  • true—The time that an interaction spends in a routing strategy will be included in the MSF record for the Interaction Queue. If virtual queues are configured to route certain interactions, an additional, separate MSF record represents the interaction's placement in a virtual queue, and the duration of the virtual-queue MSF might also be adjusted.
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days-to-keep-cfg-facts

Section: gim-etl
Default Value: 400 or days-to-keep-gim-facts
Valid Values: Greater than, or equal to, days-to-keep-gim-facts
Changes Take Effect: At the next run of Job_MaintainGIM
Dependencies: days-to-keep-gim-facts
Introduced: 8.5.003

Specifies the number of days to retain deleted configuration fact data in GIDB and relevant fact tables. Facts that have an end time that is earlier than the retention period are eligible to be purged. The value of the days-to-keep-cfg-facts configuration options must always be greater than, or equal to, days-to-keep-gim-facts.

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-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.
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populate-sip-im-facts

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Introduced: 8.5.003.16

Enables or disables the population of both interaction data and agent activity data from SIP Instant Messaging (IM) interactions. The default value of this option is false, indicating that Genesys Info Mart will not transform SIP IM data.

populate-irf-asm-engage-duration

Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.004

Enables or disables reporting on Active Switching Matrix (ASM) engage duration (for voice interactions only). Applies only to deployments with Outbound Contact in a VoIP environment where campaigns are running in an ASM dialing mode.

  • false—Genesys Info Mart does not differentiate between ASM engage duration and regular talk time.
  • true—Genesys Info Mart populates the ASM_COUNT and ASM_ENGAGE_DURATION columns in the INTERACTION_RESOURCE_FACT (IRF) table as follows:
    • ASM_COUNT is set to 1 to indicate that an attempt was made to engage an agent. If no attempt was made, then the column shows a value of 0.
    • ASM_ENGAGE_DURATION indicates the amount of time that a successfully-engaged agent waited to be connected to a customer. This duration will be excluded from regular talk time.

Deployment Guide Supplement

This page supplements the Genesys Info Mart 8.5 Deployment Guide and the New in Release 8.5.0 page, to provide information about features introduced in releases 8.5.001, 8.5.002, 8.5.003, and 8.5.004 of Genesys Info Mart, or since the initial 8.1.4 release.

New Configuration Options

The following configuration options were introduced in Genesys Info Mart 8.5.004 release:


The following configuration options were introduced in Genesys Info Mart 8.5.003 release:

The following configuration options were introduced in Genesys Info Mart 8.5.002 release:


The following configuration options were introduced in the initial Genesys Info Mart 8.5.001 release:


The following configuration options were introduced in Genesys Info Mart 8.1.4 releases since the last update of the Genesys Info Mart 8.1 Deployment Guide:

Additional Documentation Updates

  • For information about the Active Switching Matrix (ASM) engage duration functionality, see the following pages:
  • The ICON Voice or Multimedia details section includes additional information related to reporting on the time that an interaction was in focus on an agent desktop. Key configuration options link you to additional information in the Genesys Interaction Concentrator Deployment Guide.
  • The populate-sip-im-facts configuration option has been added to the SIP Instant Messaging data table.
  • The description of the expand-mediation-time-for-gapless configuration option will be updated to reflect a change in the default value from false to true, as of release 8.5.003.
  • The description of the populate-mm-ixnqueue-facts configuration option will be updated to reflect enhancements in Tenant metrics functionality introduced in release 8.5.003.
  • The descriptions of the q-short-abandoned-threshold-voice and q-short-abandoned-threshold configuration options will be updated to reflect that the Application-level settings for these options can be overriden at the level of individual supporting objects, starting with release 8.5.003.
  • The deployment instructions will be updated with information about two new scripts that are used for reporting on Post-Call Survey user data, make_gim_post_call_survey.sql (for nonpartitioned databases) and make_gim_post_call_survey_partitioned.sql (for partitioned databases).
  • The Info Mart database initialization instructions will be updated with information on how to enable unicode support for Oracle and PostgreSQL databases.
  • The "Purging Info Mart Data" section will be enhanced with information about purging of configuration fact data.
  • The descriptions of the populate-mm-ixnqueue-facts and sm-resource-state-priority configuration options will be updated to reflect enhancements in functionality introduced in release 8.5.002.
  • The new user-data propagation rule, IRF_INITIAL, will be described in the Propagation Rules section, and new scenarios will be added to the table that illustrates the effect of the new propagation rule.
  • In the deployment instructions for Genesys Info Mart Manager, clarification will be added that installation directory for Genesys Info Mart Manager must be different from the one where Genesys Administrator Extension (GAX) is installed.
  • The ICON ssc-processing option, which must have a value of 1 in order for ICON and Genesys Info Mart to recognize single-step conference and single-step introduced transfer scenarios, will be added to the table of ICON options in Chapter 9 ("Preparing Interaction Concentrator").
  • In Chapter 9 and various task summaries, statements about mandatory ICON option settings will be corrected:
    • calls-in-the-past = true and om-force-adata = true are mandatory only for Multimedia details, whereas the 8.1 Deployment Guide states that these settings are mandatory for all types of ICON details.
    • vq-write-mode = 0 is mandatory for Voice details and vq-write-mode = 1 is mandatory for Multimedia details, whereas the 8.1 Deployment Guide states that these settings are merely recommended.

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This page was last modified on 3 November 2016, at 15:30.