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gim-transformation Section



  

Use this configuration section to specify options that are related to transformation.


adjust-vq-time-by-strategy-time

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

Starting with release 8.1.1, specifies whether Genesys Info Mart will adjust the mediation duration in MSFs for virtual queues to include time that was spent in strategies but not in associated virtual queues—for example, if an interaction spends 3 minutes in a strategy and is in a virtual queue for 2 of those minutes, whether the MSF for the virtual queue will report the duration as 3 minutes or 2 minutes.

  • false—Genesys Info Mart never includes strategy time that is outside the virtual queue in the mediation duration. This setting means that there might be gaps between the end time of the MSF for a virtual queue that is used by a strategy and the IRF that follows the strategy’s routing, or between the start time of the MSF for a virtual queue and the end time of a previous MSF (for example, the MSF for an Interaction Workbin).
  • true—Genesys Info Mart includes strategy time that is outside the virtual queue in the mediation duration in MSFs for virtual queues.

In multimedia scenarios in which an interaction is bounced between a mediation resource (for example, an Interaction Queue or a Workbin) and a strategy, as the strategy retries busy agents repeatedly, this option comes into effect only for the virtual queue that is associated with the last strategy party, before the interaction is routed successfully or else terminated. Genesys Info Mart does not report on virtual-queue activity that overlaps the repeated interim mediations.

canceled-queues

Default Value: iWD_Canceled
Valid Values: A comma-separated list of queue names
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.1.3

In multimedia deployments that use archive queues in their business processes, specifies the Interaction Queues that are used as archives for canceled interactions. When an interaction is placed into one of these queues, Genesys Info Mart considers the interaction to be terminated. The transformation job assigns the technical result/reason combination of COMPLETED/CANCELED in the IRF of the handling resource that placed the interaction in the queue, and Genesys Info Mart excludes the interaction from further processing.

The option was introduced in release 8.1.3. In earlier 8.x releases, Genesys Info Mart handled these situations as transfers to a queue.

The option parallels the completed-queues configuration option available in Interaction Server. The default value of the Genesys Info Mart option matches the archive queue for canceled interactions in the default business process for the Genesys intelligent Workload Distribution (iWD) solution.

completed-queues

Default Value: iWD_Completed
Valid Values: A comma-separated list of queue names
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.1.3

In multimedia deployments that use archive queues in their business processes, specifies the Interaction Queues that are used as archives for completed interactions. When an interaction is placed into one of these queues, Genesys Info Mart considers the interaction to be terminated. The transformation job assigns the technical result/reason combination of COMPLETED/ARCHIVED in the IRF of the handling resource that placed the interaction in the queue, and Genesys Info Mart excludes the interaction from further processing.

The option was introduced in release 8.1.3. In earlier 8.x releases, Genesys Info Mart handled these situations as transfers to a queue.

The option parallels the completed-queues configuration option available in Interaction Server. The default value of the Genesys Info Mart option matches the archive queue for completed interactions in the default business process for the Genesys iWD solution.

default-ivr-to-self-service

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

Specifies how Genesys Info Mart will treat IVRs when the IPurpose attached data KVP is not defined, or when it has an incorrect value.

  • false—The IVR is treated as a nonself-service IVR (in other words, as a mediation device).
  • true—The IVR is treated as a self-service IVR (in other words, as a handling resource).

expand-mediation-time-for-gapless

Default Value: true
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.002
Modified: 8.5.003 (default value changed from false to true)
Discontinued: 8.5.007 (replaced by show-non-queue-mediation-mm)

In eServices deployments in which routing activities are performed without the use of virtual queues, enables or disables reporting of the time that a multimedia interaction spends in a routing strategy as mediation time. To prevent a reporting gap between the end of mediation at the Interaction Queue and the start of handling by the agent, set this option to true. If routing involves more than one Interaction Queue, this configuration also removes a reporting gap between the end of the MSF for one Interaction Queue and the start of the MSF for another Interaction Queue.
  • false—The time that an interaction spends in a routing strategy will not be reflected in the MSF record for the Interaction Queue.
  • true—The time that an interaction spends in a routing strategy will be included in the MSF record for the Interaction Queue. If virtual queues are configured to route certain interactions, an additional, separate MSF record represents the interaction's placement in a virtual queue, and the duration of the virtual-queue MSF might also be adjusted.

In release 8.5.003, the default value of the option was changed to true, to ensure there is no gap during user data collection for mediations of active multimedia interactions that have not yet been handled. With the new default behavior, in releases 8.5.003 through 8.5.006 you must overtly disable expand-mediation-time-for-gapless if your multimedia deployment uses virtual queues and you do not want the durations of MSFs for virtual queues to be adjusted to eliminate gaps.

In release 8.5.007, when the Genesys Info Mart implementation of gapless mediation reporting changed, expand-mediation-time-for-gapless was replaced by show-non-queue-mediation-mm.

ignored-reason-codes

Default Value: INTERACTION_WORKSPACE
Valid Values: A comma-separated list of reason codes
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.1.4

Specifies agent-state reason codes that will be ignored by reporting. Each reason code that you specify must exactly match the key name for that reason code. Any hardware or software reason code keys specified by this option will not appear in the RESOURCE_STATE_REASON and SM_RES_STATE_REASON_FACT tables.

The option was introduced in release 8.1.4.

The default value means that Genesys Info Mart will ignore reason codes with a key name of INTERACTION_WORKSPACE, which Genesys License Reporting Manager (LRM) attaches to indicate that Genesys Workspace Desktop Edition—formerly known as Interaction Workspace (IWS)—is being used. This reason code is seldom useful for business reporting.

The option value applies only to agent-state reason codes that have not already begun transformation. Changing the option value does not affect agent-state reason data that has already been transformed, even if the agent-state reason was not yet finished when it was transformed.

introduced-transfer-threshold

Default Value: 0
Valid Values: Any nonnegative integer
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.001

Specifies a time threshold, in seconds, for Genesys Info Mart to treat a conference as an introduced transfer. If the conference initiator's participation is less than the threshold, while the receiving agent continues on the call, Genesys Info Mart treats this call flow as a special case of transfer. The option applies only to voice calls.

In deployments with business processes that require a transferring agent to introduce the customer to another agent before transferring the call, the option enables you to identify this call flow as an introduced transfer. The IRFs for the receiving and introducing agent in an introduced transfer have technical descriptor combinations for transfers, but with a role reason or technical result reason of IntroducedTransfer. Similarly, IRF metrics for the agents accrue as they do for transfers.

The default value means that Genesys Info Mart will treat this call flow as a short conference, which the initiating agent happens to leave first. In this case, the IRFs for the conference part of the receiving and introducing agents' activity will have the usual technical descriptor combinations and metrics for conferences.

Genesys Info Mart supports both single-step and two-step introduced transfers, but support for single-step introduced transfers is limited to deployments in which ICON 8.1.500.04 or higher supports single-step conference (see the Interaction Concentrator 8.1.x Release Note).

irf-io-parallelism

Default Value: 4
Valid Values: Any positive integer
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

Specifies the number of parallel reading processes for IRF transformation. The optimal value of this option depends on DBMS tuning and available resources.

link-vrp-vq-msf-to-irf

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.004.09

Enables linking of the MSF record for a virtual queue to the IRF record for the target agent, with a technical result of Diverted/AnsweredByAgent, in scenarios where a nonself-service IVR port uses a virtual routing point for routing operations, and the strategy includes a virtual queue.

The default value of false preserves the existing behavior of not linking the MSF record to the agent's IRF record, and assigning a technical result of Diverted/Unspecified.

Important
Do not change this value unless directed to do so by Genesys Customer Care.

msf-target-route-thru-queue

Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

Specifies which party is recorded as the target of mediation in the MSF table in “route-thru-queue” scenarios—scenarios in which a call is routed from a Routing Point through an ACD queue to an agent, using Direct Agent Call functionality (such as Avaya’s).

  • true—Genesys Info Mart considers the next handling resource to be the target. In other words, Genesys Info Mart considers the party to which the ACD queue eventually diverts the call to be the target of the virtual-queue distribution as well. In the previously described scenario, the target would be the agent to whom the ACD queue diverts the call.
  • false—Genesys Info Mart uses the party immediately following the Routing Point as the target. In the previously described scenario, the target would be the ACD queue.

This option affects the technical results and targets that are reported in the MSF records for virtual queues and ACD queues, as well as the mediation segments and resources that are referenced in the IRF record. For more information, see the section about populating MSFs in the Genesys Info Mart User’s Guide.

pipeline-timeout-in-hours

Default Value: 1
Valid Values: Any positive integer
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.1.3

Specifies the maximum expected duration, in hours of single execution transformation pipeline. If timeout is exceeded, GIM will try to abort pipeline and fail transformation job.

Single transformation pipeline refers to the separate pipelines for in-memory transformation of separate data streams, such as for voice, multimedia, Outbound Contact, and agent data.

The option was introduced in release 8.1.3, with the default value set to preserve legacy behavior. For performance reasons, Genesys recommends that you retain the default value unless Genesys Customer Care advises you to change it.

routing-target-regular-dn-fold-external

Default Value: true
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.5.008.25

Controls whether Genesys Info Mart populates ROUTING_TARGET records for each distinct regular external DN, or folds them into a single record.

  • true — Genesys Info Mart creates a single ROUTING_TARGET record with TARGET_OBJECT_SELECTED = EXTERNAL, to represent the routing target dimension for all regular external DNs used as routing targets.
  • false — Genesys Info Mart creates separate ROUTING_TARGET records for each distinct regular external DN used as a routing target. (This is the legacy behavior.)

In deployments that include Callback reporting, Genesys strongly recommends retaining the default value of true. Otherwise, the large number of callbacks to external phone numbers, each of which is identified as a separate target selected for routing, results in an explosion of records in the ROUTING_TARGET dimension that are not significant for reporting.

show-non-queue-mediation-mm

Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.007 (replaces expand-mediation-time-for-gapless)

In eServices deployments, controls whether all mediation time for multimedia interactions, even mediation time that does not occur within a queue, is represented by an MSF.

  • false — MSFs for multimedia interactions are focused only on the portion of the mediation time that occurs in a queue, whether it is an Interaction Queue or a virtual queue. There may be gaps in time between MSFs, because the multimedia interaction may not be in a queue, or may not be in a queue that is represented in Genesys Info Mart with an MSF.
  • true — Provided that there is an MSF for the first Interaction Queue in a mediation (which is true for mediation time of unhandled interactions), all mediation time for multimedia interactions that occurs after the first Interaction Queue, even mediation time that does not occur within a queue, is represented by one or more MSFs. Additional, non-queue MSFs are created for multimedia interactions to represent mediation time that occurs outside an Interaction Queue MSF — for example, mediation time that occurs after an MSF for an Interaction Queue, when a routing strategy is attempting to find a routing target without the use of a virtual queue.

For multimedia interactions, mediation that occurs in a virtual queue is always represented in Genesys Info Mart by an MSF. However, depending on the setting for populate-mm-ixnqueue-facts, mediation that occurs in an Interaction Queue might not be represented by an MSF; in fact, often it is not. When show-non-queue-mediation-mm is set to true, the additional MSFs that are created occur between MSFs for Interaction Queues (in other words, when an interaction moves during mediation from one Interaction Queue that is represented by an MSF to another that is represented by an MSF), or between the MSF for an Interaction Queue and a routing target (agent). The additional, non-queue MSFs may overlap with MSFs for virtual queues, since an interaction may also be in a virtual queue for some (or all) of the mediation time that occurs outside of an Interaction Queue MSF. Furthermore, the additional MSFs may include time that the interaction spent in Interaction Queues that are not represented by an MSF.

The show-non-queue-mediation-mm option was introduced in release 8.5.007, when the Genesys Info Mart implementation of gapless mediation reporting changed. In an earlier implementation, Genesys Info Mart used the expand-mediation-time-for-gapless configuration option to control whether to expand the durations of queue MSFs to eliminate reporting gaps. Starting with release 8.5.007, Genesys Info Mart no longer adjusts the durations of queue MSFs, and expand-mediation-time-for-gapless was discontinued.

Example

Consider the scenario in which a multimedia interaction enters the contact center at time t0 and, after mediation involving various queues and routing strategies, is routed for handling at time t4. Following first handling, there is additional mediation before the interaction is routed for further handling.
t0–t1: InteractionQueue1
t1–t2: Strategy1
t2–t3: InteractionQueue2 (not the same queue as InteractionQueue1)
t3–t4: Strategy2
t4–t5: Agent1
t5–t6: InteractionQueue3
t6–t7: Strategy3
t7–t8: InteractionQueue4
t8–t9: Strategy4
t9–t10: Agent2 The following table summarizes the mediation reporting results, depending on configuration option settings.

populate-mm-ixnqueue-facts=false,

show-non-queue-mediation-mm=false

populate-mm-ixnqueue-facts=true,

show-non-queue-mediation-mm=false

populate-mm-ixnqueue-facts=false,

show-non-queue-mediation-mm=true

populate-mm-ixnqueue-facts=true,

show-non-queue-mediation-mm=true

Without virtual queues
  • MSF1 (InteractionQueue1)*
  • IRF1 (Agent1)
  • IRF2 (Agent2)

*If the second InteractionQueue in the scenario is actually the same as InteractionQueue1, then MSF1 would cover t0–t3, and there would be a gap of t3–t4.

  • MSF1 (InteractionQueue1)
  • MSF2 (InteractionQueue2)
  • IRF1 (Agent1)
  • MSF3 (InteractionQueue3)
  • MSF4 (InteractionQueue4)
  • IRF2 (Agent2)
  • MSF1 (InteractionQueue1)
  • MSF2 (Strategy1)**
  • IRF1 (Agent1)
  • IRF2 (Agent2)

**Spans t1–t4, including time for InteractionQueue2 and Strategy2.

  • MSF1 (InteractionQueue1)
  • MSF2 (Strategy1)
  • MSF3 (InteractionQueue2)
  • MSF4 (Strategy2)
  • IRF1 (Agent1)
  • MSF5 (InteractionQueue3)
  • MSF6 (Strategy3)
  • MSF7 (InteractionQueue4)
  • MSF8 (Strategy4)
  • IRF2 (Agent2)
Gaps: t1–t4, t5–t9 Gaps: t1–t2, t3–t4, t6–t7, t8–t9 Gaps: None up to first handling; t5–t9 Gaps: None
If the strategies use virtual queues, there will also be separate MSFs for the virtual queues, which might eliminate gaps, even when show-non-queue-mediation-mm=false, and which will overlap with the MSF for the Strategy party when show-non-queue-mediation-mm=true.
Important
As discussed elsewhere (see the description of the IRF.MEDIATION_DURATION column in the Physical Data Model for your RDMBS), there are other scenarios, not controlled by this option, where non-queue time might be incorporated into an MSF for a queue, such as when a multimedia interaction bounces back and forth between the same queue and a strategy. In such cases, the repeated bounce-backs are collapsed into a single MSF, which might include non-queue time when the routing strategy was attempting to find a routing target before returning the interaction to the same queue.

stop-ixn-queues

Default Value: No default value
Valid Values: A comma-separated list of queue names
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.1.402

In multimedia deployments that use stop-interaction queues in their business processes, this option specifies the Interaction Queues that are used to handle stopping an interaction (for example, Twitter_StopIxn). When an interaction is placed into one of these queues, Genesys Info Mart considers the interaction to be terminated. The transformation job assigns the technical result/reason combination of COMPLETED/UNSPECIFIED in the IRF of the handling resource that placed the interaction in the queue, and Genesys Info Mart excludes the interaction from further processing. The agent who placed the interaction in the queue is represented as the party that stopped the interaction, and the strategy that actually stops the interaction and performs any associated post-processing is not represented in Genesys Info Mart reporting.

The option was introduced in release 8.1.402. In earlier 8.x releases, Genesys Info Mart handled these situations as transfers to a queue.

ud-io-parallelism

Default Value: 5
Valid Values: Any positive integer
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None

Starting with release 8.1.1, specifies the number of parallel threads for user-data transformation. The optimal value of this option depends on DBMS tuning and available resources.

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This page was last modified on April 23, 2015, at 15:59.