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Stat Server Actions for Media-Channels

Media-channel actions originate from an Interaction Server that is configured in Genesys eServices (previously called Multimedia). Media-channel actions are separated into the following two groups:

  • Interaction-related actions, which reflect events arising from particular stages of interaction processing (identified by the InteractionID).
  • Non–interaction-related actions, which are caused by events not stemming from any particular interaction.

Media-channel actions also can be categorized as durable or instantaneous.

Stat Server operating in restricted cluster mode does not maintain connection to Interaction Server (or other non-SIP T-Servers). Stat Server in regular mode retains the interaction ID of an interaction in memory, because this ID provides the criterion for distinguishing between actions.

Refer to the Open Media Interaction Model Reference Guide for information about Reporting protocol events.

Important
Some internal aliasing of action names permits voice-related actions to be used for multimedia stat types. For such stat types, however, Genesys recommends that you confine your selection of actions to only those that are listed in this section.

Durable, Non-Interaction-Related Actions

The following are the durable, non–interaction-related actions that Stat Server generates:

Durable, Interaction-Related Actions

The following are the durable, interaction-related actions that Stat Server generates on agent and place objects:

Momentary, Interaction-Related Actions

The following are the durable, interaction-related actions that Stat Server generates on agent and place objects:

Retrospective, Interaction-Related Actions

The following are the retrospective, interaction-related actions, originated from Interaction Server that Stat Server generates on agent and place objects:

Attributes of Media-Channel Actions

The Table below lists all the possible action attributes that can be included with media-channel actions. These attributes deliver specific information that enables Stat Server to identify the objects that are related to each action, as well as additional information such as Reason codes.

Media-Channel Action Attributes
Parameter Name Description
InteractionID The unique identifier assigned to the interaction by the Universal Contact Server (UCS) database or by another application that created the interaction.
MediaTypeID The type of media used in the interaction.
EventTime The time at which the event occurred, expressed as a UTC (Universal Time Coordinated) value.
PlaceID The unique identifier of the place with which the agent who issued the request that resulted in this event is associated. This parameter is mandatory if the change of condition reported by this event was caused by a request from the agent.
TenantID The unique identifier of the tenant associated with this event.
AgentID The unique identifier of the agent who issued the request that resulted in this event. This parameter is mandatory if the change of condition reported by this event was caused by a request from the agent.
RouterID The unique identifier of the router that issued the request that resulted in this event; or the unique identifier of the router to which this interaction is submitted (in the case of an EventRouting event). This parameter is mandatory if the change of condition reported by this event was caused by a request from the router.
StrategyID The unique identifier of a strategy, the execution of which caused the router to issue the request that resulted in this event; or the unique identifier of a strategy to which this interaction is submitted (in the case of an EventRouting event). This attribute is mandatory if the change of condition reported by this event was caused by a request from the router.
MediaServerID The Media Server that issued the request that resulted in this event.
Queue The queue in which the interaction should be placed.
ParentInteractionID The identifier stored in the UCS database for the parent interaction of the current interaction. This attribute is mandatory if the interaction is a child interaction.
Reason The reason for the condition reported by this event.
UserData The user-entered data attached to the interaction.
GlobalUserData The user-data, associated with a given action.
AddedProperties The list of added properties.
ChangedProperties The list of changed properties.
DeletedProperties The list of deleted properties.
WorkbinTypeID The type of workbin in which the interaction should be placed.
WorkbinAgentID The Agent ID of the workbin in which the interaction should be placed. This attribute is mandatory if a workbin is defined for an agent.
WorkbinGroupID The Agent Group ID of the workbin in which the interaction should be placed. This attribute is mandatory if a workbin is defined for a group of agents.
ViewID The view that the agent used to pull the interaction.
TargetAgentID The agent who pulled this interaction.
TargetPlaceID The Place to which this interaction was pulled.

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This page was last modified on April 21, 2016, at 10:19.