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Switch Options

Settings on the switch affect both ICON and Genesys Info Mart/Reporting and Analytics Aggregates (RAA) reporting. Switch options that directly affect RAA functioning are contained in the following configuration sections, configured on the Annex of Switch objects:

There are additional ICON-related Switch options that affect reporting. For full information about configuring switches for ICON and Genesys Info Mart/RAA, see Configuring Switch Objects.

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<media>

Default Value: The value specified by the default option.
Valid Values: Same as the default option.
Changes Take Effect: Upon the next run of aggregation.


Specifies up to six values that correspond to the short-abandoned, acceptance, and accepted-by-agent thresholds for interactions of the media type that is identified by the name of this option. This name must correspond to a value that exists in the MEDIA_TYPE.MEDIA_NAME_CODE field of Info Mart.

For example:
voice=5,15,30,5,15,30
For the named media only, the value of this option overrides the previously defined default.

default

Default Value: 5,15,15,5,15,15

Valid Values: a,b,c,d,e,f where each letter represents an integer from 0 to 2³¹-1 that represents one of the following thresholds:
  • a=short-abandoned threshold for other than consult interactions
  • b=acceptance threshold for other than consult interactions
  • c=accepted-by-agent threshold for other than consult interactions
  • d=short-abandoned threshold for consult interactions
  • e=acceptance threshold for consult interactions
  • f=accepted-by-agent threshold for consult interactions
The sequence that is specified as the value of this option does not have to increase monotonically.

Changes Take Effect: Upon start of the next aggregation cycle.


Specifies up to six values that correspond respectively to the short-abandoned, acceptance, and accepted-by-agent thresholds for nonconsult and consult interactions.

Specifies up to six values that correspond respectively to the short-abandoned, acceptance, and accepted-by-agent thresholds for nonconsult and consult interactions.

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This page was last modified on 20 November 2017, at 08:29.