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store-event-extensions

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately
Dependencies: sip-enable-call-info-extended, sip-enable-call-info, enable-supervision-subscription
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: EventExtensions

Specifies what, if any, KVP data relating to agent supervision (monitoring) ICON stores in the G_CUSTOM_DATA_S table. The KVP data comes from AttributeExtensions of EventUserEvent.

If you plan to use this functionality, you must also set the [callconcentrator]:enable-supervision-subscription option to true and, optionally, use the [custom-states]:EventExtensions option to specify particular KVPs to store.

Valid Values:

  • none—ICON does not store any KVP data.
  • all—ICON stores the values of all keys.
  • conf—ICON stores the values of the keys that are configured in the EventExtensions option.

 

store-event-data

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately


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

Valid Values:

  • none - ICON does not store any KVP data.
  • all - ICON stores the values of all keys.
  • conf - ICON stores the values of the keys that are configured in the EventData option.

Notes:

  • To have ICON store the data Genesys Info Mart needs in order to determine the time that an interaction was in focus on an agent desktop, set the value of this option to all or conf.
  • For details about focus time reporting, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

 

max-party-info

Section: custom-states
Default Value: 16
Valid Values: Any integer from 4 to 128
Changes Take Effect: Immediately


Controls the number ICON stores of last calls/interactions and parties associated with a device. By default, ICON stores CallID and PartyID information for the 16 most recent calls/interactions and parties associated with a device into the G_CUSTOM_DATA_P, G_CUSTOM_DATA_S, and G_CUSTOM_STATES tables so that you can associate them with information from EventUserEvent and EventCustomReporting events.

If the number of parties in a call/interaction associated with a device is larger than the value set for this option, only the configured number of most recent calls/interactions and parties have informative values in the CallID and PartyID tables, while the value for all older calls/interactions and parties is null.

ICON stores information about recent parties participating in calls/interactions for a particular DN. In some scenarios, such as two-step transfers, a DN can participate in more than one call/interaction or participate multiple times in the same call/interaction. In such cases, ICON stores information for each call/interaction party the DN participated in, leading to multiple stored records for the same call/interaction. It might result in a reduced number of calls/interactions accepting custom information.

For a detailed discussion of user event and custom states reporting, see "Custom States in Interaction Concentrator" in the Interaction Concentrator User's Guide.  

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GlobalData

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately


Specifies the list of key names for which ICON stores KVP data (provided in AttributeUserData of EventUserEvent) in the G_CUSTOM_DATA_P table. The position of the key name in the list determines the mapping to the custom data field in the G_CUSTOM_DATA_P table.

Notes:

  • The limit for option specifications is 255 characters. If your desired GlobalData option specification exceeds this limit, you can specify additional options in the format GlobalData_X, where X is any integer, 1 and higher. ICON recognizes all the GlobalData specifications as one option, and it concatenates the content of the options in sequence.
  • The field for the key value in the G_CUSTOM_DATA_P table requires character-type data. Regardless of the data type that you specify in this option, ICON converts the value from the UserData KVP into a string, before storing it in the G_CUSTOM_DATA_P table. If the value of the key in the UserData KVP is KVList, ICON ignores the value.
  • Ensure that the key name you specify does not conflict with a key name specified in the EventData or AgentUserFields options. The key names specified in the AgentUserFields, EventData, and GlobalData options must be unique.

Example:

  • GlobalData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

The value of the key with the name CUSTOMER_NAME is stored in the CUST_DATA_1 field. The value of the key with the name CUSTOMER_PHONE is stored in the CUST_DATA_2 field.

EventExtensions

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately
Dependencies: store-event-extensions
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: enable-supervision-subscription, store-event-extensions

Specifies the list of key names for which ICON stores KVP data related to agent supervision (monitoring) in the G_CUSTOM_DATA_S table. This data is provided in AttributeExtensions of EventUserEvent.  

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EventData

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately


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).

You can use this option to specify key names, such as R_TimeInFocus, which ensure that ICON writes the EventCustomReporting data used in interaction focus time reporting. For details, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

Notes:

  • The limit for option specifications is 255 characters. If your desired EventData option specification exceeds this limit, you can specify additional options in the format EventData_X, where X is any integer, 1 or greater. ICON recognizes all the EventData specifications as one option, and it concatenates the content of the options in sequence.
  • The field for the key value in the G_CUSTOM_DATA_S table requires character-type data. Regardless of the data type that you specify in this option, ICON converts the value from the UserData KVP into a string, before storing it in the G_CUSTOM_DATA_S table. If the value of the key in the UserData KVP is KVList, ICON ignores the value.
  • Ensure that the key name you specify does not conflict with a key name specified in the AgentUserFields or GlobalData options. The key names specified in the AgentUserFields, EventData, and GlobalData options must be unique.

Example:

  • EventData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

 

AgentUserFields

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types, table field names, and keynames in the format Type,FieldName,KeyName,...
Changes Take Effect: After restart


Specifies the fields in the G_CUSTOM_STATES table in which ICON stores values (provided in the UserData section of EventUserEvent) for the specified key names, for data that was sent while the DN was in a custom agent state.

Notes:

  • All the custom data fields in the G_CUSTOM_STATES table require character-type data. Regardless of the data type that you specify in this option, ICON converts the value from the UserData KVP into a string before storing it in the custom data field that is specified for that key name. If the value of the key in the UserData KVP is KVList, ICON ignores the value.
  • Ensure that the key name you specify does not conflict with a key name specified in the EventData or GlobalData options. The key names specified in the AgentUserFields, EventData, and GlobalData options must be unique.

Example

  • AgentUserFields = char,CUST_DATA_1,KeyName1,char,CUST_DATA_2,KeyName2

The value of the key with the name KeyName1 is stored in the CUST_DATA_1 field. The value of the key with the name KeyName2 is stored in the CUST_DATA_2 field.

AgentRecordUserTypes

Section: custom-states
Default Value:
Valid Values: A comma-separated list of the custom state codes and key names in the format StateCode,KeyName
Changes Take Effect: Immediately


Defines the custom agent states. The custom state code must be a number greater than 199.

The agent desktop application starts and ends custom agent states, and it sends the required key-value pair (KVP) data to ICON through the T-Server EventUserEvent. ICON verifies the values provided in EventUserEvent for the key names specified by this configuration option, in order to determine when custom states start (value for the configured key = "+") and finish (value = "-").

After a state is started and before it is finished, the desktop application can send data in user events to be stored in the custom fields that correspond to the state, as specified by the AgentUserFields configuration option. For more information about ICON custom state recording, see the section about using custom states in the Interaction Concentrator User's Guide.

Example: AgentRecordUserTypes = 207,AfterCallWork,208,Break

gls-enforce-reason-code

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2, 3
Changes Take Effect: After restart.


Enables you to control whether software (SW) and hardware (HW) reason code changes are processed separately for separate devices in multi-device login sessions. (Multi-device login sessions refers to scenarios in which an agent logs in to a DN and to one or more queues at the same time.)

Specifies whether changes to the HW reason code or the SW reason code for a particular device affect the HW reason code, SW reason code, or both types of reason code on all other devices on which an agent is logged in.

Valid Values: (additional explanation and examples in the extended option description)

  • 0 - Both types of reason code changes are processed independently for each device.
  • 1 - Only HW reason code changes are enforced on all devices.
  • 2 - Only SW reason code changes are enforced on all devices.
  • 3 - HW or SW reason code changes are enforced on all devices.

 

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gls-active-reason-codes

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON captures and stores the values of active agent state reason codes.

Valid Values:

  • 1 - ICON captures active agent state reason codes, and temporarily stores the values in the G_AGENT_STATE_RC_A table in IDB. When the reason code is terminated, ICON deletes the record from the G_AGENT_STATE_RC_A table, and it creates a new record for the terminated reason code in the G_AGENT_STATE_RC table, which stores the values of reason codes that have been changed or terminated.
  • 0 - ICON stores information about agent state reason codes only when the reason code is changed or terminated. The information is stored in the G_AGENT_STATE_RC table.

Note: The values true and false are also valid.

gls-store-event-seq

Section: callconcentrator
Default Value: 1
Valid Values: 1, 0
Changes Take Effect: After restart


Specifies whether ICON stores event sequence numbers when events related to an agent login session trigger creation of new records in the following IDB tables:

  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • G_DND_HISTORY.

By default, ICON retrieves event sequence numbers from T-Server or Interaction Server Events and stores the numbers, along with new records, in the specified tables.

Valid Values:

  • 0 - ICON does not store a sequence number of the event that triggered a new record in an agent-related table.
  • 1 - ICON stores a sequence number of the event that triggered a new record in an agent-related table.

Note: To provide event sequence numbers with multimedia events, Interaction Server release 7.6 or higher is required.

gls-stats-update-delta

Section: callconcentrator
Default Value: 10
Valid Values: Any integer between 10 and 3600
Changes Take Effect: After restart


Specifies the minimum change, in seconds, in the duration of an agent state that causes an updated metric value to be stored in IDB. ICON processes this option only if you set the gls-stats-update option to 1.

gls-stats-update

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether agent metrics (such as the duration of a particular agent state) are updated in the GS_AGENT_STAT and GS_AGENT_STAT_WM tables in IDB as the agent login session progresses. By default, ICON stores agent metrics only after an agent login session ends.

Valid Values:

  • 1 - Agent metrics (such as a state duration) are updated dynamically in IDB.
  • 0 - Agent metrics (such as a state duration) are stored in IDB after a login session ends.

Note: The values true and false are also valid.

gls-acw-first

Section: callconcentrator
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart


Specifies which interaction ICON associates with after-call work (ACW). By default, ICON associates after-call work metrics with the voice interaction that immediately precedes the completion of the after-call work (the last voice interaction).

Setting this option to 1 enables ICON to associate after-call work with the voice interaction that most recently changed the agent’s state from NotBusy to Busy (the first voice interaction). In this case, subsequent voice interactions that occur during the period of after-call work are considered as related to ACW processing and should not interrupt measurement of ACW-related metrics.

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

This option applies to all switches that ICON is configured to monitor. However, the value of this option set in the the Switch configuration object overrides, for that Switch, the value set in the ICON Application object.

Valid Values:

  • 1 - ICON associates the first voice interaction with after-call work.
  • 0 - ICON associates the last voice interaction with after-call work.

Note: The values true and false are also valid.

role

Section: callconcentrator
Default Value: all
Valid Values: A comma-separated list of valid roles
Changes Take Effect: After restart


Specifies the type of data that this ICON instance processes and stores in IDB. The option value must be lowercase. If you use uppercase letters in the option setting, the role defaults to all.

Valid Values:

  • all - Stores all types of data.
  • cfg - Stores the initial configuration state and a history of configuration changes retrieved from Configuration Server.
  • gcc - Stores interaction-related and party-related information; that is, T-Server and Interaction Server data that pertains to voice and multimedia interactions, and the parties associated with those interactions.
  • gls - Stores T-Server and Interaction Server data that pertains to agent states and agent login sessions.
  • gud - Stores T-Server and Interaction Server data that pertains to the attached data associated with calls.
  • lrm - In an environment with License Reporting Manager, stores license reporting data.
  • gos - In an environment with the Outbound Contact solution, stores OCS data that pertains to outbound calls and campaigns.

Prefixing an option value with a tilde (~) excludes that type of data from ICON processing, and includes all other types.

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Configuring for Agent State and Login Data

In order to store agent state and login session data for voice and multimedia interactions in IDB, certain configuration settings are required in the Genesys Configuration Layer.

To enable ICON to receive agent data and store it in IDB, you must configure ICON connections to appropriate T-Server and Interaction Server instances.

Important
When ICON terminates a login session as ‘stuck’—that is, some issue has made it necessary to terminate the login session without receiving EventLogout—all active reason codes related to the terminated session are removed from the G_AGENT_STATE_RC_A table (stores active reason codes) and are not transferred to the G_AGENT_STATE_RC table (stores reason code history).

To store agent state and login data, use the instructions in the following sections:

ICON Application Configuration

ICON Role
For every ICON instance that must store agent state or agent login session data, make sure that the role option includes gls in the list of values. If you deploy a single ICON instance for the entire contact center, you can keep the default value (all).

Other Options
Interaction Concentrator provides a number of options to control reporting on agent login session metrics and agent login sessions:

Configure ICON to Use Custom States

In order for ICON to store information to support reporting about custom states and common data, you must do the following:

  1. Set appropriate values for the following ICON Application configuration options:
  2. Configure the agent desktop application to send the applicable key-value pairs (KVPs) to T-Server, so that they can be included in the UserData of EventUserEvent, as explained below.

Agent Desktop Application Configuration

ICON records the beginning and end of a custom state, based on information that it receives in the UserData of an EventUserEvent from T-Server. You must configure your agent desktop application to send T-Server the appropriate KVP information for the EventUserEvent UserData.

Start Recording a Custom State

In order for ICON to start recording a custom state, the desktop application must send the following KVP:

Key = "StateKeyName", Value = "+"

Example

"AfterCallWork", "+"

Send Custom State Data

In order for ICON to store additional information about an active custom state, the desktop application must send the following KVP:

Key = "CommentKey", Value = "StateCode, Comment"

You can configure more than one comment key for the same custom state. However, for each comment key, ICON can store only one value. If multiple KVPs are sent for the same comment key, ICON stores only the last value.

Example

"Comment", "207, This is data about the state" "Explanation", "207, This is more data about the state" "Explanation", "207, This is more, changed data about the state"

In this example, ICON will store the following values:

  • In the Comment field for state 207: This is data about the state
  • In the Explanation field for state 207: This is more, changed data about the state

Stop Recording a Custom State

In order for ICON to stop recording a custom state, the desktop application must send the following KVP:

Key = "StateKeyName", Value = "–"

Example

"AfterCallWork", "–"

Use Multiple Custom States at Once

For each type of custom state, only one state can be active for a DN at any one time. However, ICON can simultaneously handle multiple different states independently. For example, two different states can be active on one DN, with different data corresponding to each. ICON does not support duplicate key names in attached data; KVPs with the same key name should not be sent in one EventUserEvent (as shown in the following Example).

Example

"AfterCallWork", "+"
"Break", "+"
"Comment", "207, This is data about the call"
"Comment", "208, This is data about the break"
"Break", "–”
"AfterCallWork", "–"

In the example above, ICON will store the key value only for the custom state "207, This is data about the call".

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This page was last modified on January 23, 2018, at 13:10.