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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 Out
ActivationDateTime   IWD_activationDateTime Timestamp IWD_activationDateTime 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 Out
businessCalendarId IWD_business CalendarId 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) Out
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 held_at Timestamp HeldAt Held D/T Out
InteractionID   Id String InteractionID 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 Out
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
  • state
  • is_locked
String
  • Queue
  • State
  • IsHeld
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
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

Overview

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.

Prerequisites

Procedure

  1. In GAX, open Business Attributes, expand Interaction Custom Properties and open its Attribute values.
  2. In your new attribute value, go to the Annex tab and create section [iWD].
  3. 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.
  4. 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.
Important
If the type option is not specified, the attribute will be treated as string.
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.

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: 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.
    Important
    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.
  5. 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.
  6. Restart the iwd_manager application on your application server for the changes to become effective.
This page was last edited on October 1, 2019, at 14:02.

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