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agg-gim-thld-ID-IXN Section



  

This section must be named [agg-gim-thld-ID-IXN] or [agg-gim-thld-iD-IXN-<GIMApplObj>] where <GIMApplObj> is the name of a configured Genesys Info Mart application within the same configuration environment—for example, [agg-gim-thld-ID-IXN-MyGIM]. The values that you configure in this section affect those measures in the H_ID hierarchy whose definition relies on one of the following thresholds:

For example:
[agg-gim-thld-ID-IXN-MyGIM].
The values that you configure in this section affect those measures in the H_ID hierarchy whose definition relies on one of the following thresholds:

  • Short-abandoned threshold—the number of seconds that you determine to be too few or an insufficient amount of time for any contact center interaction to have been answered or accepted by a first handling resource before that interaction was abandoned by the customer or dropped for any other reason.
  • Acceptance threshold—the number of seconds that you determine to be too great for any contact center interaction not to have been answered or accepted by a first handling resource.
  • Response threshold—the number of seconds that you determine to be too great for any accepted contact center interaction not to have had a response sent.
  • Finish threshold—the number of seconds that you determine to be too great for any accepted contact center interaction not to have been completed.

Refer to column descriptions of the AG2_ID table in the Reporting and Analytics Aggregates Reference Manual to learn which measure definitions rely on the values of the aforementioned thresholds.


<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 four values that correspond respectively to the short-abandoned, acceptance, response, and finish thresholds for the specific media 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.

Example: voice=5,10,15,20 For the named media only, the value of this option overrides the previously defined default value.

default

Default Value: 5,15,3600,7200

Valid Values: a,b,c,d where each letter represents an integer from 0 to 2³¹-1 that represents one of the following thresholds:
  • a=short-abandoned threshold
  • b=acceptance threshold
  • c=response threshold
  • d=finish threshold
The sequence of values does not have to consist of increasing values.

Changes Take Effect: After start of the next aggregation cycle


Specifies four values that correspond respectively to the short-abandoned, acceptance, response, and finish thresholds.

If you specify fewer than four thresholds, the aggregation process internally supplies a value of 0 for each unspecified threshold; that is: 5,15 is equivalent to 5,15,0,0.
Similar to the [agg-gim-thld-QUEUE-ABN] section, this option actually enables the configuration of up to 19 thresholds.

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This page was last modified on November 20, 2017, at 07:28.