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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.
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.
- 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 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:
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:
Task Attribute Mapping
|Task Attribute||Description||Column Name in
|Label in Global
|businessCalendarId||IWD_business CalendarId||String||IWD_business CalendarId||Business Calendar ID||Out|
|CapturePointID||IWD_capturePointId||String||IWD_capturePoint Id||Capture Point (value is shown instead of ID)||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|
|Moved to Queue D/T||moved_to_queue_at||Timestamp||MovedToQueueAt||Moved to Queue D/T||Out|
|ProcessId||IWD_processId||String||IWD_processId||Process (name is shown instead of ID)||In/Out|
|IWD_ext_requestedAgentGroup||String||IWD_ext_requestedAgentGroup||Requested Agent Group||In/Out|
|IWD_ext_requestedPlaceGroup||String||IWD_ext_requestedPlaceGroup||Requested Place Group||In/Out|
|SourceCreated Date/Time||IWD_ext_sourceCreatedDateTime||Timestamp||IWD_ext_sourceCreatedDateTime||TOS Created D/T||In/Out|
|IWD_ext_sourceDueDateTime||Timestamp||IWD_ext_sourceDueDateTime||TOS Due D/T||In/Out|
|IWD_ext_sourceFirstCreatedDT||Timestamp||IWD_ext_sourceFirstCreatedDT||TOS First Created D/T||In/Out|
|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 flexible_properties||String||ArchiveDestination||Archive Destination|
|IWD_isContactServer||Used for inner purposes of iWD BP||IWD_isContactServer||Integer||IWD_isContactServer||Is Contact Server|
|IWD_isDone||Used for inner purposes of iWD BP||IWD_isDone||Integer||IWD_isDone||Is Done|
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. If a custom attribute is recognized, it:
- 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 (except for attributes with Timestamp data type).
If you want a task attribute inside the binary data in the flexible_properties column to be recognized, you must create an Interaction Custom Property that corresponds to that attribute.
- The custom attribute (referred as a Custom Interaction Property) is configured using the procedures in the eServices Interaction Properties Reference Manual.
- In GAX, open Business Attributes, expand Interaction Custom Properties and open its Attribute values.
- In your new attribute value, go to the Annex tab and create section [iWD].
- In the new [iWD] section, create an option called type, with value string, int or date for string, number or timestamp column respectively. This option affects how your attribute will be treated in Global Task List and Filters tabs in iWD Manager.
- 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 Editing the iWD Manager’s Resource File tab on this page.
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.
- Stop your application server.
- Navigate to \config\evo\cmc\ui\resources.
- Create a new text file called resources_custom.properties (if it does not already exist).
- 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:
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.
ImportantThis 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:
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.
ImportantThis 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.