Release Advisory

The following information applies to Gplus Adapter for Aspect WFM (the Adapter) 6.0 software and is important for you to note:

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see the Read Me. Please contact your Customer Care representative if you have any questions.

Time thresholds can be set as a default per media or added to the following configuration objects:

• Skills
• Virtual Queues
• Objects listed in the interactionTargets Section

The default for setting the threshold time is to specify it in milliseconds. However, a more user friendly version is also available where the threshold time is specified in terms of days, hours, minutes and seconds. A typical call center would have a service (answered) threshold for inbound calls that would be in the range of 20 to 30 seconds whereas a threshold for emails may be measured in hours or days. The following format allows a range of time values to be specified without having to calculate the millisecond equivalent:

Examples:

Note: Each field size is restricted to two characters so none of the numbers can be larger than 99. It would be advisable to use the ranges specified above.

A new Option, application/shortAbandonEnabled, has been added in Version 6.0.003.01

This Option combined with configured time thresholds will remove "short abandons" from the Actual Abandons (ABD) statistic in the Forecast report. This new Option does not affect the Service Level calculations. The "short abandon" interactions are still included in the callsAbandoned count(see Option historical.reports/serviceLevelFormula).

Only the inbound voice and chat interactions are reported in the Forecast report and a new Option has also been added to both the voice and chat Option Sections to set the defaultShortAbandonThreshold for each media. The Option value can either be set as an integer or by using the Threshold Time Format.

It also possible to add a short abandon threshold to the Annex options of a Virtual Queue if the media default setting does not meet the requirements for a certain group of interactions. The new shortAbandonThreshold Option must be added to the GPlus_WFM Section of the Virtual Queue configuration object using the Threshold Time Format.

A new Option Section, vht, has been added in Version 6.0.004.00.

This Section is optional and is used to configure how the Gplus Adapter instance tracks Virtual Hold callbacks. The Adapter presently only supports the Virtual Hold - Concierge mode and tracking other modes could result in unexpected behavior. The other requirement is that the call must be redirected from the IVR to a monitored VQ after the caller has selected the Virtual Hold callback option. This VQ is used to initialize the information maintained by the Adapter to track the callback and the queued event starts the timer for the queue delay calculation.

The default behavior is to treat the initial inbound customer call and the delayed callback as two calls. The options listed below configure the association between the two calls and treat the callback delay as “queue time” for a single call that is included in the AverageSpeedOfAnswer(ASA) statistic.

• attribute.determiner

  Type:	Optional
  Default Value:	Not set
  Valid Values:	eventAttribute: {Event attribute name}
  Dependencies:	voice/enabled

  This Option identifies the call attribute that provides the link between the initial customer call and the eventual Virtual Hold callback. Setting this option enables the functionality where the Adapter tracks the linked calls as a single call with the extended queue time.

  The specified linking attribute must be contained in the TServer/SIPServer EventDiverted event generated when a caller selects a Virtual Hold callback rather than waiting for the next available agent. As mentioned above, the call must be queued and diverted from a monitored VQ where the Adapter first parses the call target from the attributes of the EventQueued using the event.properties/callType.determiner. It then parses the linking attribute from the EventDiverted generated as the call leaves the monitored VQ. The parsed attribute value must be the unique call ID that will also be attached to the outbound callback.

  The presence of the linking attribute is then checked in the EventDialing generated from the monitored TrunkGroup or RoutingPoint at the start of the callback. It will also be checked in the EventEstablished generated when the Agent picks up the outbound callback. The same attribute.determiner is used for the initial customer call and the subsequent callback(s) so the linking attribute must have the same key and value for both calls.

• defaultRetries

  Type:	Optional
  Default Value:	1
  Valid Values:	1 to 1000
  Dependencies:	attribute.determiner

  The option specifies the maximum number of callback attempts that will be made to contact the customer. It should be exactly the same value as the Virtual Hold setting that specifies the number of callbacks that will be attempted. Once this limit has been reached without an answer from the customer, the initial customer call is reported as Abandoned.

  It should be noted that the retry count maintained by the Adapter for the callbacks will only be incremented if the linking attribute described above is contained in the EventDialing generated from the monitored TrunkGroup or RoutingPoint.

• defaultTimeout

  Type:	Optional
  Default Value:	24h
  Valid Values:	Up to 7 days - see Threshold Format
  Dependencies:	attribute.determiner

  This option specifies the amount of time (starting from the initial queued event) that the Adapter will wait before reporting the initial call as Abandoned when none of the callbacks are successful.

• timeToFlushAt

  Type:	Optional
  Default Value:	Not set
  Valid Values:	00:00 to 23:59 (24 hour clock - GMT)
  Dependencies:	attribute.determiner

  The Virtual Hold application can be configured to clear or flush all of the pending callbacks daily. This Option should be set to the time of day when that "flush" occurs. Calls associated with the flushed callbacks will be reported as Abandoned.




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