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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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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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populate-mm-ixnqueue-facts

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

Enables or disables the population of eServices/Multimedia Interaction Queue activity to the MSF table. Genesys Info Mart uses this value for all configured eServices/Multimedia Interaction Queues, unless you configure an option that has the same name on an individual Script object for a specific Interaction Queue in the interface you use for configuration.

  • false—The placement of an interaction in an Interaction Queue will not be represented in the MSF table.
  • true—The placement of an interaction in an Interaction Queue will be represented in the MSF table.

Starting with release 8.5.003, Genesys Info Mart always creates an MSF record for the first Interaction Queue that an inbound interaction enters, regardless of the setting of this option.

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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.

Active Switching Matrix

Also known as ASM. An active component of switching hubs that rapidly switch packets from port to port by allocating memory.



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

populate-mm-ixnqueue-facts

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

Enables or disables the population of eServices/Multimedia Interaction Queue activity to the MSF table. Genesys Info Mart uses this value for all configured eServices/Multimedia Interaction Queues, unless you configure an option that has the same name on an individual Script object for a specific Interaction Queue in the interface you use for configuration.

  • false—The placement of an interaction in an Interaction Queue will not be represented in the MSF table.
  • true—The placement of an interaction in an Interaction Queue will be represented in the MSF table.

Starting with release 8.5.003, Genesys Info Mart always creates an MSF record for the first Interaction Queue that an inbound interaction enters, regardless of the setting of this option.

more...

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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show-non-queue-mediation-mm

Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.007 (replaces expand-mediation-time-for-gapless)

In eServices deployments, controls whether all mediation time for multimedia interactions, even mediation time that does not occur within a queue, is represented by an MSF.

  • false — MSFs for multimedia interactions are focused only on the portion of the mediation time that occurs in a queue, whether it is an Interaction Queue or a virtual queue. There may be gaps in time between MSFs, because the multimedia interaction may not be in a queue, or may not be in a queue that is represented in Genesys Info Mart with an MSF.
  • true — Provided that there is an MSF for the first Interaction Queue in a mediation (which is true for mediation time of unhandled interactions), all mediation time for multimedia interactions that occurs after the first Interaction Queue, even mediation time that does not occur within a queue, is represented by one or more MSFs. Additional, non-queue MSFs are created for multimedia interactions to represent mediation time that occurs outside an Interaction Queue MSF — for example, mediation time that occurs after an MSF for an Interaction Queue, when a routing strategy is attempting to find a routing target without the use of a virtual queue.
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New in Release 8.5.0

This page highlights new or changed functionality introduced in Genesys Info Mart 8.5.0 releases, for features that are relevant to the topics discussed in the User's Guide. For more information about these and other new features, see the New in Release 8.5.0 page in the Deployment Guide.

New in Release 8.5.007

  • Gapless mediation reporting improvement — In eServices deployments, instead of adjusting the durations of Interaction Queue and virtual queue MSFs to eliminate gaps in mediation reporting, Genesys Info Mart now provides additional MSFs to cover the time that a multimedia interaction is in mediation but is not in an Interaction Queue for which there is an MSF. A new configuration option, show-non-queue-mediation-mm, which replaces expand-mediation-time-for-gapless, controls whether non-queue MSFs will be created.

    The Interaction Queue MSFs, together with the non-queue MSFs, always provide complete coverage of the mediation time up to first handling, since Genesys Info Mart always creates an MSF for the first Interaction Queue that an inbound interaction enters. However, there might still be gaps in mediation following first handling if the first Interaction Queue that the interaction enters during subsequent mediation is not represented in Genesys Info Mart (because of the setting of populate-mm-ixnqueue-facts).

    For more information, see the discussion about MEDIATION_DURATION on the Populating Mediation Segments page.

New in Release 8.5.006

There are no updates relevant to the purpose of this document.

New in Release 8.5.005

  • Genesys Callback reporting — Genesys Info Mart supports reporting on Genesys Callback activity on voice, web, or mobile channels, in deployments with Genesys Mobile Services (GMS). Changes to support Callback reporting include:
    • A CALLBACK_FACT table and CALLBACK_* dimension tables, which were initially introduced in an earlier Genesys Info Mart release
    • New technical results, Deferred/CallbackAccepted and Incomplete/Unspecified
    • A new interaction subtype, OutboundCallback
    For more information, see Special handling for Genesys Callback in the information about Populating Interaction Resource Data. See also the descriptions of the Deferred and Incomplete technical results on the Technical Descriptors page, and the new Deferred/CallbackAccepted and Incomplete/Unspecified technical descriptor combinations.

New in Release 8.5.004

  • ASM engage duration reporting — With Outbound Contact campaigns running in an Active Switching Matrix (ASM) dialing mode in VoIP environments, the time that the engaged agent is waiting to be connected to the customer (ASM engage duration) is now reported separately from agent talk time, provided that the new populate-irf-asm-engage-duration configuration option is set to true (default is false). For more information, see the new subsection, ASM engage metrics, in the discussion about population of metrics in the IRF.
  • Reporting on multiple routing attempts — In deployments with the SIP Server configuration option divert-on-ringing set to false (in other words, a call that is routed to an agent is not actually diverted from the routing point until the agent answers the call), Genesys Info Mart now associates multiple routing attempts with the same mediation in scenarios when multiple attempts are made to route a call from a virtual queue. Genesys Info Mart now:
    • Uses the same MEDIATION_SEGMENT_ID value in the IRF records for all the routing attempts.
    • Reports the technical result of Redirected/RouteOnNoAnswer for all but the last routing attempt.
    • Includes mediation and routing point durations in the IRFs for all the routing attempts.
    For information about minimum SIP Server and ICON releases, as well as ICON configuration, required to support this feature, see the equivalent "New in This Release" entry in the Genesys Info Mart 8.5.0 Deployment Guide.

New in Release 8.5.003

  • Tenant metrics enhancements — As part of the enhancements that allow Tenant metrics to include active multimedia interactions that have not yet been handled, Genesys Info Mart now always creates a MEDIATION_SEGMENT_FACT (MSF) record for the first Interaction Queue that an inbound interaction enters. If the populate-mm-ixnqueue-facts configuration option is set to false (the default value) in your deployment, you might need to modify custom reports to exclude the first Interaction Queue activity.
  • Multimedia processing improvements
    • In eServices deployments, Genesys Info Mart now correctly processes scenarios that include a late reply to an e-mail interaction. When a multimedia interaction that represents the reply is created after the parent interaction has already been terminated, the transformation job now processes the child interaction as a separate interaction.
    • New technical descriptor combinations support additional scenarios for multimedia online interactions that are placed into archive queues.
    [+] Show related updates in this document
  • Reporting on hunt group call distribution — Genesys Info Mart now supports reporting on Genesys SIP Server calls that are distributed through hunt groups with parallel or sequential distribution strategy. For accurate data representation, Interaction Concentrator release 8.1.504.04 or later is required.
    [+] Show related updates in this document

New in Release 8.5.002

  • Gapless mediation reporting — In eServices deployments in which routing activities are performed without the use of virtual queues, a new configuration option, expand-mediation-time-for-gapless, enables you to report on routing activities without gaps in mediation time. For more information, see the description of how MEDIATION_DURATION is populated in mediation segment fact (MSF) records.
  • Reporting on media-neutral agent states — A new fact table, SM_MEDIA_NEUTRAL_STATE_FACT, supports reporting on media-neutral agent states. For more information, see Populating Agent Activity Data.

New in Release 8.5.001

  • Introduced transfer — A new role reason and technical result reason, IntroducedTransfer, identify IRFs for agents involved in an introduced transfer, and IRF metrics for these agents accrue as they do for transfers. An introduced transfer occurs when the initiator of a conference leaves the conference within a time limit specified by the new introduced-transfer-threshold configuration option, while the receiving agent continues on the call.
    [+] Show related updates in this document
  • Chat consultation — Support for reporting on chat consultations and chat conferences/consultations through a queue affects the technical descriptors that will be reported and the population of various IRF metrics.
    [+] Show related updates in this document
  • Multimedia performance improvements — Population of thread-related columns in the ANCHOR_FLAGS table is no longer enabled by default. A new configuration option in the [gim-etl-populate] section, populate-thread-facts, controls whether thread-related metrics will be populated. Enabling this functionality might negatively impact Genesys Info Mart performance.
    [+] Show related updates in this document
  • Support for Designer applications — Starting with release 8.1.402.07, reporting on call flows that use Designer-based applications has been enhanced. This enhancement is part of the changes to prepare Genesys Info Mart to support reporting on interaction flows that involve applications developed with Genesys Designer. (Support for Genesys Designer is available in certain Genesys Cloud implementations.) For more information about the reporting changes, see Special handling for Designer applications.

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This page was last modified on 28 March 2017, at 21:40.