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Working with Task Attributes and Interaction Properties

These topics describe the task and attribute properties that are supported in iWD 9.0.

Task Attributes

Most of the iWD task attributes can be set when a task is created or updated through a Capture Point, although some, such as interaction ID, are set by iWD components or by Interaction Server. Most of the task attributes are displayed in the Attributes tab when a task is selected in the Global Task List. These attributes are maintained as pieces of attached data of the interaction, as it is stored in the Interaction Server’s interactions database table. Some of the attributes are stored in independent columns in that database table, while others are stored in a binary (BLOB) format in a column in the interactions table called flexible_properties.

There are many reasons to update or access the data stored in the iWD task attributes, including:

  • Setting the value of one or more task attributes as part of an iWD message such as CreateTask, when working with a capture point.
  • Reading or updating task attributes in business rules.
  • Using the data in the Condition, Order, and Segmentation tabs of Views in Genesys Business Processes.
Important
You cannot use properties with a Timestamp data type on the Segmentation tab.
  • Reading or updating the data contained in task attributes within a routing strategy.
  • Making the data available to an agent or knowledge worker desktop application, either to display to the agent or to facilitate a screen pop.
  • Filtering the display of the Global Task List.

Core Attributes

Core attributes describe the fundamentals of a task. These attributes are used in assembling tasks in the Global Task List, based on the business value and priority that are defined within iWD. Core attributes are either set automatically by iWD, or provided by the source system (through the Capture Point interface). The following are some iWD core task attributes:

  • activationDateTime
  • assignedDateTime
  • assignedToUser
  • businessValue
  • captureId
  • category
  • completedDateTime
  • dueDateTime
  • expirationDateTime
  • heldDateTime
  • interactionid
  • mediaChannel
  • priority
  • queue
  • queueTarget
  • queueType

Extended Attributes

Extended attributes provide additional context about a task, enabling you to tailor the service-level agreement (SLA) rules for managing tasks on the Global Task List. They can also aid in customizing current-day and historical reporting. For example, use of several capture dates allows an organization to measure performance against the date and time at which an order or loan application was received by the source system or was submitted by the customer via a web form. The following are some extended task attributes:

  • customerId
  • customerSegment
  • productSubtype
  • productType
  • requestedAgent
  • requestedSkill
  • resultCode
  • sourceCreatedDateTime
  • sourceDueDateTime
  • sourceFirstCreatedDateTime
  • sourceProcessSubtype
  • sourceProcessType
  • sourceTenant

Task Attribute Mapping

Task Attribute Description Column Name in
Interactions Table
Type Interaction Attached
Data Key
Label in Global
Task List
CP Direction
Core Attributes
Age
  • received_at
  • moved_to_queue_at
  • queue
  • completed_at
String
  • ReceivedAt
  • MovedToQueueAt
  • Queue
  • CompletedAt
Age  ??
ActivationDateTime   IWD_activationDateTime Timestamp   Activation D/T In/Out
AssignedDateTime   assigned_at Timestamp assigned_at Assigned D/T Out
AssignedToUser   assigned_to String RTargetAgentSelected Assigned To Out
BrokerId   Id String InteractionID ID ???
businessCalendarId   in String IWD_business CalendarId Business Calendar ID Out
BusinessValue   IWD_businessValue Integer IWD_businessValue Business Value In/Out
CaptureID   external_id String ExternalId Capture ID In/Out
CapturePointID   IWD_capturePointId String IWD_capturePoint Id Capture Point (value is shown instead of ID) ??
Category   IWD_category String IWD_Category Category In/Out
Channel   IWD_channel String IWD_channel Channel In/Out
CompletedDateTime ??   completed_at ?? Timestamp CompletedAt ?? Completed D/T ?? Out
CreatedDateTime ??   received_at Timestamp ReceivedAt Created D/T In/Out
DepartmentId   IWD_departmentId String IWD_departmentId Department (name is shown instead of ID) Out
DueDateTime   IWD_dueDateTime Timestamp IWD_dueDateTime Task Due D/T In/Out
ExpirationDateTime ??   IWD_expirationDateTime Timestamp IWD_expirationDateTime Expiration D/T In/Out
HeldDateTime ??   ?? Timestamp ?? Held D/T ?? Out
InteractionID ??   ?? String ?? Interaction ID ?? Out
mediaType   media_type String MediaType Media Type In/Out
Moved to Queue D/T   moved_to_queue_at Timestamp MovedToQueueAt Moved to Queue D/T ???
Priority   priority Integer Priority Priority In/Out
ProcessId   IWD_processId String IWD_processId Process (name is shown instead of ID) In/Out
Queue ?? queue String Queue Queue Out
Queue Target   agent_id, agent_group_id, place_id, place_group_id String WorkbinAgentId, WorkbinAgentGroupId, WorkbinPlaceId, WorkbinPlaceGroupId Queue Target Out
Queue Type   workbin, agent_id, agent_group_id, place_id, place_group_id String Workbin, WorkbinAgentId, WorkbinAgentGroupId, WorkbinPlaceId, WorkbinPlaceGroupId Queue Type Out
ReprioritizeDateTime ??   IWD_reprioritizeDateTime Timestamp IWD_reprioritizeDateTime Reprioritization D/T Out
SolutionId   IWD_solutionId String IWD_solutionId   Out
Status ???   queue String Queue Status Out
TenantId   IWD_tenantId String IWD_tenantId Tenant Out
Extended Attributes
CustomerSegment
  IWD_ext_customerSegment
String
IWD_ext_customerSegment
Customer Segment In/Out
CustomerId


IWD_ext_customerId


String


IWD_ext_customerId Customer ID In/Out
ProductType   IWD_ext_productType String IWD_ext_productType Product In/Out
ProductSubtype   IWD_ext_sourceProductSubtype String IWD_ext_productSubtype Subproduct In/Out
RequestedAgent   IWD_ext_requestedAgent String IWD_ext_requestedAgent Requested Agent In/Out
RequestedAgent
Group
  IWD_ext_requestedAgentGroup String IWD_ext_requestedAgentGroup Requested Agent Group In/Out
RequestedPlace
Group
  IWD_ext_requestedPlaceGroup String IWD_ext_requestedPlaceGroup Requested Place Group In/Out
RequestedSkill   IWD_ext_requestedSkill String IWD_ext_requestedSkill Requested Skill In/Out
ResultCode   IWD_ext_resultCode String IWD_ext_resultCode Result Code In/Out
SourceCreated Date/Time   IWD_ext_sourceCreatedDateTime Timestamp IWD_ext_sourceCreatedDateTime TOS Created D/T In/Out
SourceDue
Date/Time
  IWD_ext_sourceDueDateTime Timestamp IWD_ext_sourceDueDateTime TOS Due D/T In/Out
SourceFirstCreated
Date/Time
  IWD_ext_sourceFirstCreatedDT Timestamp IWD_ext_sourceFirstCreatedDT TOS First Created D/T In/Out
SourceProcessType   IWD_ext_sourceProcessType String IWD_ext_sourceProcessType TOS Process In/Out
SourceProcessSubtype   IWD_ext_sourceProcessSubType String IWD_ext_sourceProcessSubtype TOS Subprocess In/Out
SourceTenant   IWD_ext_sourceTenant String IWD_ext_sourceTenant TOS Tenant In/Out
Custom Attributes
myCustomAttribute in String myCustomAttribute
myCustomAttribute
Archive Destination Archive Destination was maintained from iWD 8.0 and 8.1.0 releases. However, due to changes in task

archiving, it is no longer necessary to populate this attribute through business rules.

in String ArchiveDestination Archive Destination  
ESP_Result   in String ESP_Result ESP_Result  
ESP_Error   in String ESP_Error ESP_Error  

Interaction Custom Properties

If you want to use the value of a task attribute in the Condition, Order, and Segmentation tabs of Views in Genesys Business Processes, or if you want to filter or sort the display of the Global Task List by using a task attribute, that task attribute must be represented in an independent column in the Interaction Server’s interactions database table. If that task attribute is inside the binary data in the flexible_properties column, you must create an Interaction Custom Property that corresponds to that attribute. The data type of the property can be a timestamp, string, or number.

Important
Properties with the Timestamp data type cannot be used on the Segmentation tab of Views in a Genesys Business Process.

Configuring a custom interaction property

  1. Decide on an attached data key that will be the source of the content of the custom property.
  2. Create a new field directly in the interactions database.
  3. Create a new Business Attribute:
     
    • Name = InteractionCustomProperties
    • Display name = Interaction Custom Properties
    • Type = CustomIf such an attribute already exists go to the next step.Expand Interaction Custom Properties and open its Attribute values.Give it an Attribute Value, with a name exactly matching the attached data key name that you decided on in Step 1. The matching is case sensitive (you can create a separate display name).In your new attribute value, go to the Annex tab and create a section called [translation]. In the new [translation] section, create an option called translate-to, with its value duplicating the name of the new field you created in Step 2.If required, configure user-friendly labels for any custom attribute, that will appear in the Global Task List's Attributes tab, in the list of Advanced Filters, and the list of attributes that are used when you are building custom filters. See the Configuring Custom Attributes tab.
Important
If you specify a custom field as not null, you must ensure that you provide some data to that field upon creation of a task. If no data is provided, the request will fail because Interaction Server sends NULL for empty fields, and that will be rejected by the DBMS.
Important
There are specific columns in the interactions table that you should not change. Please refer to Chapter 8, “Interaction Properties”, in the eServices 8.1 User’s Guide.

Configuring Custom Attributes

When you capture a task from a source system and that task has custom attributes in it, you will need to configure the system properly so that each custom attribute is recognized. Several steps are required to ensure the custom attribute:

  • Appears on the Global Task List with a user-friendly label and can be used in advanced and custom filters.
  • Can be properly populated in iWD Data Mart.
  • Can be used in the Condition, Order and Segmentation tabs of Views in Genesys Business Processes.

Process Summary Table

 
Objective Related Procedures and Actions

Add database columns and Interaction Custom Property for Custom Attributes.

1. Add a unique column in the Interaction Server database interactions table to store the value of this custom attribute.

2. Create a new Business Attribute to correspond to the custom attribute and map it to the new database column you added in the Interaction Server database interactions table.

3. Add a unique column to two tables in the Interaction Server Event Log database to store the value of this custom attribute.

4. Add two new options on the Interaction Server Event Log Database Access Point application to refer to the newly-added database columns in the Interaction Server Event Log database.

Edit the resource file on the application server.

5. Edit this file to indicate how you want the custom attribute to be labeled on the Global Task List. See the Editing the iWD Manager’s Resource File tab on this page.

Adding new database column(s) and Interaction Custom Property for each Custom Attribute

To add new database columns and interaction custom properties to custom attributes, do the following:

  1. Decide on the name of the interaction user data key that will store the value of your custom attribute. This is the value you will use in the CreateTask message when you create new task from an iWD capture point (see description of the CreateTask message on the Create Task tab).
Important
If your custom attribute is going to be used to store a timestamp, ensure the name of the interaction user data key ends with DateTime, (for example, CustomDateTime). Then, the custom attributes that appear on the Attributes tab of the Global Task List will be properly formatted as date and time. For example, December 31, 2012 9:30 PM, instead of 2012-12-31T21:30:00Z.
  1. In your database server’s Administration Console, add a new column to the Interaction Server database interactions table.
    This column can be a timestamp, string, or number. The exact data types will differ depending on the type of database server you are using. The name of this column does not necessarily need to match the interaction user data key that is storing the custom attribute.
Important
If your custom attribute is going to be used to store a timestamp, ensure this column name ends with DateTime, (for example, CustomDateTime). Then, when you create a Global Task List filter with this custom attribute or use it in an advanced filter, the user will see a calendar control to pick the date.

Properties with the Timestamp data type cannot be used on the Segmentation tab of Views in a Genesys Business Process.

If you specify a custom database field as not null, you must ensure that you provide some data to that field upon creation of a task. If no data is provided, the request will fail because Interaction Server sends NULL for empty fields, which will be rejected by the DBMS.
  1. In Genesys Administrator or Configuration Manager, create a new Business Attribute under the tenant you are working with for this iWD Solution (if an attribute already exists go to the next step):
    1. Create a new Business Attribute with the following properties:
       
      • Name: InteractionCustomProperties
      • Display Name: Interaction Custom Properties
      • Type: Custom
      • Expand Interaction Custom Properties and open Attribute values. The name of the Attribute value must match exactly the interaction user data key name that you used in Step 1. The matching of names is case-sensitive. (You can create a separate display name.)
In the new Attribute value, go to the Annex tab and create a section named [translation].In the translation section, create an option named translate-to, with a value name that matches the name of the database field you created in Step 2.
Important
Steps 4 and 5 will affect the correct population of the custom task attribute in iWD Data Mart and ensure that the Global Task List's Historytab is correctly populated. If you complete these steps, the History tab will display an event whenever the value of the custom attribute is updated.
    1. In your database server's Administration Console, add a new column to the Interaction Server Event Log database, in both the rpt_esp and rpt_interaction tables. Use the same data type for this column as you did in Step 2, add a new column to the Interaction Server database interactions table.
    2. Create two new options on the Interaction Server Event Log Database Access Point application, as follows:
      Using Genesys Administrator or Configuration Manager, open the Interaction Server Event Log Database Access Point application object.
      On the Application Options tab, in the [esp-custom-data] section, add a new option with a name that matches the attached data key from Step 2, and a value that matches the new database column that you added in Step 4, add a new column to the Interaction Server Event Log database, in both the rpt_esp and rpt_interaction tables.
      In the [itx-custom-data] section, add a new option with a name that matches the attached data key from Step 1, and a value that matches the new database column added in Step 4, add a new column to the Interaction Server Event Log database, in both the rpt_esp and rpt_interaction tables.
      Restart Interaction Server.

Editing the iWD Manager’s Resource File

By default, the on-screen labels you will see on the Global Task List's Attributes tab of the Task Details panel for all custom task attributes will be the interaction user data keys. These labels may not be very user-friendly. For example they might include multiple words concatenated, or they might use underscore characters or have odd capitalization.

To configure user-friendly labels for custom task attributes by adding into a resources file, the labels that you want to see and that will be used by iWD Manager.

  1. Stop your application server.
  2. Navigate to \config\evo\cmc\ui\resources.
  3. Create a new text file called resources_custom.properties (if it does not already exist).
  4. In the resources_custom.properties file, add a line for each custom attribute for which you want to define an on-screen label, by using the following format:
  5. TASK_attribute_key=Attribute Label

Where:

attribute_key matches the interaction user data key of the custom attribute.
Attribute Label is the user-friendly string you want to display on the Global Task List. For example, if your custom attribute's user data key is MyAttribute, but you want it to display as My Custom Attribute 

on the Global Task List, your entry would look like this: TASK_MyAttribute=My Custom Attribute.{{NoteFormat|This label will be used in the following places in the Global Task List:

  • As the label for this attribute on the Attributes tab of the Task Details panel.
  • In the Select columns to add drop-down list on the Filters page.
  • As the column header if you add this custom attribute as a column in the task table when you are creating a custom filter.

In the same resources_custom.properties file that was used in the Adding new database column(s) and Interaction Custom Property for each Custom Attribute procedure, add a new line for each custom attribute, by using the following format:

FILTER_ATTR_attributedb_column_name=Attribute Label

Where:
attributedb_column_name matches the column name that you added to the interactions table.
Attribute Label is the user-friendly string you want to display in the Global Task List. For example, if the name of the database column is my_attribute, this line in the resources_custom.properties file would look like this: FILTER_ATTR_my_attribute=My Custom Attribute.
Important
This label will be used in the following places in the Global Task List:
  • In the Advanced Filters drop-down list.
  • In the Attributes drop-down list that you use to add a custom attribute in a filter criterion, when you are creating or editing a Global Task List filter.

Restart the iwd_manager application on your application server for the changes to become effective.

Important
If the user-friendly labels need to be localized, create a separate file for each supported locale. Use the following name pattern for the file: resources_custom_xx[_YY].properties, where xx and YYare language code and country code, respectively. Also, do not use Unicode or any language-specific encoding for the properties files. Use ISO-8859-1 encoding, which supports only a few Western languages. Encode resources in other languages by using escape sequences, such as the native2ascii program, which is a part of the Oracle JDK.


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This page was last modified on March 19, 2019, at 12:51.

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