Jump to: navigation, search

om-activity-report

Section: callconcentrator
Default Value: True
Valid Values: True, False
Changes Take Effect: After restart


Applies to objects of type simple routing. Specifies whether ICON stores activity data that is related to a particular strategy. If the value is set to false, ICON does not store in IDB any data about parties for this strategy or any user data changes that are made by this strategy.

Regardless of the value of this option, ICON processes EventInteractionStopped events.

om-activity-report

Section: callconcentrator
Default Value: True
Valid Values: True, False
Changes Take Effect: After restart


Applies to objects of type simple routing. Specifies whether ICON stores activity data that is related to a particular strategy. If the value is set to false, ICON does not store in IDB any data about parties for this strategy or any user data changes that are made by this strategy.

Regardless of the value of this option, ICON processes EventInteractionStopped events.

om-check-filter-flag

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


Specifies whether ICON stores strategy activity according to the value of the om-activity-report configuration option that is defined in the Script object (of the type Simple Routing). If the value is set to 0, ICON stores all strategy activity regardless of the value of the om-activity-report option.

om-check-filter-flag

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


Specifies whether ICON stores strategy activity according to the value of the om-activity-report configuration option that is defined in the Script object (of the type Simple Routing). If the value is set to 0, ICON stores all strategy activity regardless of the value of the om-activity-report option.

om-activity-report

Section: callconcentrator
Default Value: True
Valid Values: True, False
Changes Take Effect: After restart


Applies to objects of type simple routing. Specifies whether ICON stores activity data that is related to a particular strategy. If the value is set to false, ICON does not store in IDB any data about parties for this strategy or any user data changes that are made by this strategy.

Regardless of the value of this option, ICON processes EventInteractionStopped events.

observer-party

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude from IDB storage data related to a service observer on a call. By default, ICON collects data about every party involved with the call and stores this information in the following IDB tables:

  • G_PARTY
  • G_PARTY_HISTORY
  • GS_PARTY_STAT

When set to 1, ICON does not store data about the party with the Observer role to these tables.

Note: To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource.

For more information about the releasing-party feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

gls-queue

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should filter out information from IDB storage about the queues where agents are logged in. By default, ICON collects information about agent queue(s) and stores this information in the following IDB tables:

  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • G_AGENT_STATE_RC_A
  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM
  • GX_SESSION_ENDPOINT

When set to 1, ICON stops writing queue-related data to the first five tables listed above. ICON does continue to write information to the GX_SESSION_ENDPOINT table about the queues where agents are logged in.

gls-wm

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude from IDB storage data about changes in agent work mode that do not coincide with changes in agent state. By default, ICON collects and stores data about agent work modes and changes in agents work modes in the following IDB tables:

  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • GS_AGENT_STAT_WM

When set to 1, ICON disregards information about work mode and work mode changes. It records a value of unknown in the IDB tables listed above.

Note: This option does not affect ICON's ability to track after-call work.

gls-no-person

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude data about agent activity for agents whose login ID is not associated with any Person configuration object. By default, ICON collects data about all agent activity and stores this information in the following IDB tables:

  • G_LOGIN_SESSION
  • GX_SESSION_ENDPOINT
  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • G_DND_HISTORY
  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM

When set to 1, ICON verifies whether the LoginID reported in events regarding agent states is assigned to any Person object configured in the Configuration Database; if this is not the case, ICON does not store information about this agent’s activity to these tables.

gls-ivr

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude from IDB storage data about agent activity at IVR endpoints. By default, ICON collects data about agent activity when agent login sessions are initiated from IVR endpoints and stores this information in the following IDB tables:

  • G_LOGIN_SESSION
  • GX_SESSION_ENDPOINT
  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • G_DND_HISTORY
  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM

When set to 1, ICON verifies whether the DN at which an agent logs in is an IVR device; in this case, ICON does not store information about this agent’s activity to these tables. Furthermore, for parties associated with an IVR device, ICON does not record the agent’s ID in the G_PARTY IDB table.

Note: See the ivr option for information on how to configure a DN as an IVR port.

gls-metrics

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude agent states from IDB. By default, ICON collects agent states unless certain types of data are configured to be excluded by setting one or more of the following options to 1:

  • gls-all
  • gls-ivr
  • gls-no-person
  • gls-queue
  • gls-wm

ICON stores agent state information in the following IDB tables:

  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM

When set to 1, ICON does not store information about agent states to these tables.

gls-all

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude all information about agent activity from IDB storage. By default, ICON collects information about agent activity, such as login sessions or agent states, unless certain types of data are configured to be excluded by setting one or more of the following options to 1:

  • gls-ivr
  • gls-no-person
  • gls-queue
  • gls-wm

ICON stores this information in the following IDB tables:

  • G_LOGIN_SESSION
  • GX_SESSION_ENDPOINT
  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • G_DND_HISTORY
  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM

When you set the gls-all option to 1, ICON stops writing to these tables. Note, however, that when the gls-all option is set to 1, ICON continues to write agent IDs to the G_PARTY table.

ir-history

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude data about the interaction record history from IDB. By default, ICON collects interaction record history and stores this information in the G_IR_HISTORY table.

When set to 1, ICON stops writing data to this table.

call-history

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude call-history information from IDB storage. By default, ICON collects and stores call history data in the G_CALL_HISTORY IDB table. When you set the call-history option to 1, ICON stops writing to this table.

call-metrics

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude call metrics from IDB storage. By default, ICON calculates call metrics and stores them in the G_CALL_STAT IDB table.

Valid Values:

  • 0 - ICON stores call-metric data in the G_PARTY_STAT table.
  • 1 - ICON does not store call-metric data in the G_PARTY_STAT table.

Note: To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource. For more information about this feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

udata-history-terminated

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude from IDB storage information about changes in UserData values for certain keys. When ICON is configured to store an entire history of UserData values for certain keys, ICON collects data about every change in value for those keys and, at interaction termination, stores this information in the following IDB tables:

  • G_USERDATA_HISTORY
  • G_SECURE_USERDATA_HISTORY.

When set to 1, ICON does not insert new records in these tables at call termination. ICON does, however, continue to write information about the creation, addition, and removal of key-value pairs to these tables.

external-party

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude external-party data from IDB storage. By default, ICON collects information about external parties (for example, interaction participants outside a given switch domain) and stores this information in the following IDB tables:

  • G_PARTY
  • G_PARTY_HISTORY
  • G_PARTY_STAT.

Valid Values:

  • 0 - ICON collects and stores data about external as well as internal parties.
  • 1 - ICON collects and stores data about internal parties only (for example, interaction participants within a given switch domain).

Note: To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource. For more information about this feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

acd-party-metrics

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude party metrics for distribution devices such as ACD queues, routing points, virtual routing points, and external routing points from IDB storage. By default, ICON collects precalculated party metrics for distribution devices and stores this information in the G_PARTY_STAT IDB table.

Valid Values:

  • 0 - ICON stores data in the G_PARTY_STAT table for distribution devices.
  • 1 - ICON does not store data in the G_PARTY_STAT table for distribution devices.

Notes:

  • The acd-party-metrics option applies to SIP and voice interactions only.
  • To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource. For more information about this feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

acd-party-history

Section: filter-data
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON should exclude party history information about distribution devices such as ACD queues, routing points, virtual routing points, and external routing points from storage in IDB. By default, ICON collects party history information about distribution devices and stores this information in the G_PARTY_HISTORY IDB table.

Valid Values:

  • 0 - ICON stores party history information in the G_PARTY_HISTORY table.
  • 1 - ICON does not store party history information in the G_PARTY_HISTORY table.

Notes:

  • The acd-party-history option applies to SIP and voice interactions only.
  • To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource. For more information about this feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

Filtering IDB Data

This page describes the Interaction Concentrator (ICON) data filtering capability and how to configure it by setting options on the ICON Application object and Script objects.

The data filtering feature enables users to configure data that will not be stored in IDB in order to maintain a smaller IDB and improve database performance.

This page contains the following sections:

Overview

The data filtering capability of ICON enables you to control what type of data is stored in IDB based on your reporting requirements. Excluding certain types of data from IDB storage may be helpful in your environment, by:

  • Saving database space (maintaining a smaller IDB)
  • Improving the performance of your IDB
  • Improving the performance of downstream reporting applications (such as Genesys Info Mart)

This feature is implemented by setting configuration options in the [filter-data] section of your Interaction Concentrator Application object. Because setting these options can cause ICON to cease writing data to the corresponding IDB tables, carefully evaluate whether your reports require each type of data described in the following sections before setting any options. See Introducing IDB Schema for an overview of IDB schema and its tables.

ICON also supports the ability to filter out multimedia interaction activity related to strategies if such activity data is not required for reporting purposes. To implement this feature, set configuration options in the [callconcentrator] section of your ICON Application object and the relevant Script configuration objects. For more information about the ICON Application object and relevant Script configuration options, see the Interaction Concentrator Options Reference.

Important
By default, the filtering configuration options are set to false and all available data is stored in the IDB.

What Data Can Be Filtered

The data described in this section can be filtered—included or excluded from storage in IDB—by setting various configuration options. It includes the following sections:

Important
In addition to the information contained here, refer also to |[filter-data] configuration options in the Interaction Concentrator Options Reference for information about setting configuration options in ICON, and the Interaction Concentrator Physical Data Model for your RDBMS type, for details about data stored in the IDB tables mentioned.

Party History Data

The G_PARTY_HISTORY table contains call party information related to when the history of a party state changed. For distribution devices only, this table contains information about queuing on a device and distribution from a device only (for example, it is not possible to have a ringing or hold state on a distribution device).

For SIP and voice interactions only, to choose not to store party history information in IDB about distribution devices such as ACD queues, routing points, virtual routing points, and External Routing Points:

  • Set the acd-party-history configuration option to true on the ICON Application object to prevent ICON from writing party–related information to the G_PARTY_HISTORY table.

Party Metrics

ICON collects precalculated party metrics for distribution devices, such as ACD queues, routing points, and virtual routing points, and stores this information in the G_PARTY_STAT table.

For SIP and voice interactions only, to choose not to store party metrics data for distribution devices in IDB:

  • Set the acd-party-metrics configuration option to true in the ICON Application object.

External Parties

ICON collects information about external parties (for example, interaction participants outside a given switch domain) and stores this information in the following IDB tables:

  • G_PARTY
  • G_PARTY_HISTORY
  • G_PARTY_STAT

To choose not to store external-party data into IDB storage:

  • Set the external-party configuration option to true in the ICON Application object.

User Data History

When ICON is configured in a way that it should store an entire history of UserData values for certain keys, ICON collects data about every change in value for those keys and, at interaction termination, stores this information in the following IDB tables:

  • G_USERDATA_HISTORY
  • G_SECURE_USERDATA_HISTORY

To have ICON not store the call–termination value of UserData keys to IDB:

ICON does continue to store the history of UserData changes—the creation, addition, and removal of key-value pairs—to these tables as changes occur during the call’s life time. The following table describes the information stored in these IDB tables.

Types of Change Information Stored in IDB

Value Column Change Type Description
1 created Indicates that the value of the key was attached to the call at the moment the call was created. For chat interactions, ICON assigns a change type of 1 upon receipt of an eventInteractionSubmitted event with an isOnline attribute of true.
2 added Indicates that the value of the key has just been added.
3 updated Indicates that the value of the key has changed. For chat interactions, ICON assigns a change type of 3 upon receipt of an eventPropertiesChanged event with an isOnline attribute setting of either true or false.
4 deleted Indicates that the key has been deleted from UserData.
5 terminated Indicates that ICON records the value of the key upon call termination.

Call Metrics

ICON stores information about call metrics in the G_CALL_STAT table. To exclude call metrics from IDB storage:

  • Set the call-metrics configuration option to true in the ICON Application object.

Call History

ICON stores call history information in the G_CALL_HISTORY table. To exclude call history information from IDB storage:

  • Set the call-history configuration option to true in the ICON Application object.

Interaction Record History

ICON collects interaction record history and stores this information in the G_IR_HISTORY table. To exclude data about the interaction record history from IDB storage:

  • Set the ir-history configuration option to true in the ICON Application object.

Agent Activity Data

ICON collects information about agent activity, such as login sessions and agent states. Unless certain types of data are configured to be excluded (see the subsections below), ICON stores this information in the following IDB tables:

  • G_LOGIN_SESSION
  • GX_SESSION_ENDPOINT
  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • G_DND_HISTORY
  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM

To choose not to store any agent activity information in IDB:

  • Set the gls-all configuration option to true in the ICON Application object.

ICON, however, continues writing each agent’s ID to the G_PARTY table.

Agent Metrics

ICON collects and stores agent state information in the following IDB tables:

  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM

To exclude agent state information:

  • Set the gls-metrics configuration option to true in the ICON Application object.

Agent Activity From IVR Devices

ICON collects data about agent activity when agent login sessions are initiated from IVR endpoints, and stores this information in the following IDB tables:

  • G_LOGIN_SESSION
  • GX_SESSION_ENDPOINT
  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • G_DND_HISTORY
  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM

To exclude data about agent activity at IVR endpoints from IDB storage:

  • Set the gls-ivr configuration option to true in the ICON Application object.

ICON verifies whether the DN at which an agent logs in is an IVR device, and in this case, does not store information about this agent’s activity to IDB. Furthermore, for parties associated with an IVR device, ICON does not record the agent’s ID in the G_PARTY table.

Agent Activity For Persons Not Configured

To exclude data from IDB storage about agent activity for any agent whose login ID is not associated with any Person configuration object:

  • Set the gls-no-person configuration object to true in the ICON Application object.

If so configured, ICON verifies whether the LoginID that was reported in events regarding agent states is assigned to any Person object configured in the Configuration Database. If this is not the case, ICON does not store information about this agent’s activity to these tables.

Agent Work Mode

ICON collects and stores data about agent work modes and changes in agent work modes in the following IDB tables:

  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • GS_AGENT_STAT_WM

To exclude data about changes in agent work mode that do not coincide with changes in agent state:

  • Set the gls-wm configuration option to true on the ICON Application object.

ICON instead records a value of unknown in the IDB tables.

Important
This option does not affect ICON’s ability to track after-call work.

Agent Queue

ICON collects and stores information about agents’ queue(s) in the following IDB tables:

  • G_AGENT_STATE_HISTORY
  • G_AGENT_STATE_RC
  • GS_AGENT_STAT
  • GS_AGENT_STAT_WM
  • GX_SESSION_ENDPOINT

To filter out information about the queues where agents are logged in:

  • Set the gls-queue configuration option to true on the ICON Application object.

In this case, ICON ceases writing queue-related data to the first four tables (above). ICON does, however, continue writing information to the GX_SESSION_ENDPOINT table about the queues where agents are logged in.

Service Observer Data

ICON collects data related to parties with role observer on a call and stores this information in the following IDB tables:

  • G_PARTY
  • GS_PARTY_STAT

To choose not to store data about the party with the role observer in IDB:

  • Set the observer-party configuration option to true in the ICON Application object.

Strategy Activity Data

ICON can filter out activity related to a particular strategy—information such as parties or user data changes made by the strategy. Such data may not be required for reporting purposes, and therefore you can choose to exclude it from storage in IDB.

To filter out strategy activity data, set the following configuration options to the values specified:

  • om-activity-report—Set this option to false on the Annex tab of Script configuration objects of type Simple Routing (for a routing strategy).
    • ICON does not store to IDB data that is related to any multimedia interaction handled by this strategy, provided that the om-check-filter-flag option is also set to 1.
  • om-check-filter-flag—Set this option to 1 in the ICON Application object to allow ICON to store strategy activity according to the value of the om-activity-report option. If set to 0, ICON continues to store all strategy activity regardless of the value of om-activity-report.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on July 20, 2018, at 12:29.