Jdruker/GCXI UserData

Using Attached Data

Use the information on this page to customize the GCXI projects and reports, to provide results that are organized based on your own business’s user data.

Configuring Social Media User Data

The Social Engagement Report relies on how user data is configured in your environment, and on the strategies you use to route interactions. This section describes how to set up your environment to report on social media user data. The Social Engagement Report and the objects that directly support it are described on the Agent Social Engagement Report page. Perform the following steps to configure social media user data:

1. Review the routing strategies in your environment with respect to user data and update them as appropriate. .Note that, while Genesys Info Mart provides for including the Revenue and Satisfaction KVPs in reporting by default, the actual KVPs are not defined by default in the Genesys configuration and therefore are not included in Genesys-provided routing strategies.

   The default Genesys-provided routing strategies do not set the Sent reason when responses are sent. You must design your strategy to change the StopProcessing reason from Normal to Sent when this event occurs. If you do not do so, the GCXI third-party media reports generate results for transfers only—not for responses.

2. In the attached-data specification file* that controls which user data KVPs Interaction Concentrator (ICON) stores, ensure that the following keys are specified.
   • Classify_Actionability_CtgRelevancy
   • Classify_Sentiment_CtgRelevancy
   • KloutScore
   • CtgName
   • Screen_Sentiment_CtgName
   • Screen_Actionability_CtgName
   • Classify_Actionability_CtgName
   • Classify_Sentiment_CtgName
   • desktop_influence

   *The Genesys Info Mart installation package includes a sample attached-data specification file, ccon_adata_spec_GIM_example.xml, in which the required social media KVPs are listed, but commented out. If you base your ICON attached-data specification file on ccon_adata_spec_GIM_example.xml, uncomment the appropriate rows to enable ICON to record the required data.

   Place this file in ICON’s root directory. Refer to Steps 1 and 2 of Enabling Reporting on User Data in the Genesys Info Mart Deployment Guide for detailed instructions.

3. Run make_gim_UDE_template_<rdbms>.sql against the Info Mart database to create the database objects for social media detail reporting. This SQL script is deployed in the \script subfolder as part of a GCXI installation. Refer to the Application Files chapter of the Reporting and Analytics Aggregates Deployment Guide for more information.

   Are we missing anything here? Does make_gim_UDE_template_<rdbms>.sql need to be edited before it is run? Jose points out that: The file on RAA Git has the following comment where the USER_DATA_GEN_ES table is defined: --Only 5 columns per dimension is allowed --Use either 2 Screen categories (Screen_Sentiment_CtgName, Screen_Actionability_CtgName) or 2 Classify categories and comment other 2 out

4. Run aggregation in autonomous mode and specify the setFeature runtime parameter as follows:

   -setFeature=eServicesSM

   This parameter enables RAA to aggregate social media data, including mapping GEN_ES_KEY (in the IRF_USER_DATA_KEYS table) to USER_DATA_KEY1 in the H_ID, H_AGENT, and H_AGENT_QUEUE hierarchies.

   Note that USER_DATA_KEY1 can be mapped only once per hierarchy. If you previously mapped this field to CUSTOM_KEY_10 (as instructed in step 2 of Example - Custom Handling Attempt Report) for the Product Line example, then consider mapping USER_DATA_KEY2 to CUSTOM_KEY_10 instead.

Refer to the Reporting and Analytics Aggregates User’s Guide to learn how to run aggregation in this autonomous mode.

Your environment is ready to process social media user data for each interaction, and RAA is equipped to aggregate this data. You can now use the Agent Social Engagement and Social Engagement reports to retrieve meaningful data.

Configuring Custom User Data

This procedure is newly added. If it is correct, should it rather go on How Do I Configure User Data for Aggregation in the RAA UG?

This section describes the steps required to configure custom user data, and is applicable to attached data; it's not possible to use UserEvent user data. Perform the following steps to configure custom user data:

1. Review the business attributes and routing strategies in your environment and update them as appropriate to attach the custom user data you require.

   [Question] Confirm that the KVPs don't have to use GIM's placeholder names (e.g., CustomAttribute1).

2. In the attached-data specification file that controls which user data KVPs Interaction Concentrator (ICON) stores, ensure that your custom keys are specified.

   The Genesys Info Mart installation package includes a sample attached-data specification file, ccon_adata_spec_GIM_example.xml, in which placeholder custom KVPs are listed. CustomAttribute* are the placeholder names for low-cardinality KVPs, which will be mapped to custom dimension tables.

   Place the attached-data specification file in ICON’s root directory. Refer to Steps 1 and 2 of Enabling Reporting on User Data in the Genesys Info Mart Deployment Guide for detailed instructions.

3. Modify the user data mapping file, user-data-map.ss, as described on How Do I Configure User Data for Aggregation?. Save it to the Genesys Info Mart root folder.

   No further action is required to complete the mapping of the custom KVPs through the IRF_USER_DATA_KEYS and USER_DATA_CUST_DIM_* tables or to create the tables in the Info Mart database.

   [Question] See the question below arising from the mapping of GEN_ES_KEY to a GCXI schema object. There is no mapping conflict on the GIM side, but do we need to warn about not using USER_DATA_CUST_DIM_1 in deployments with social media because of a mapping conflict on the GCXI side?

User Data Objects in Project

This section describes additional objects, some of which indirectly support social media user data reporting. Key objects that are related to user data are listed in the Predefined User Data Objects table.

Predefined User Data Objects

Object Type and Name (M=Metric, A = Attribute/Dimension)		User Data Table and Field	Char or Numeric
Agent\Activity
M	Actionability	AG2_AGENT_*.ACTIONABILITY AG2_AGENT_GRP_*.ACTIONABILITY AG2_AGENT_QUEUE_*.ACTIONABILITY	Numeric
M	Influence Score	AG2_AGENT_*.INFLUENCE AG2_AGENT_GRP_*.INFLUENCE AG2_AGENT_QUEUE_*.INFLUENCE	Numeric
M	Offered with Actionability	AG2_AGENT_*.ACTIONABILITY_OFFERED AG2_AGENT_GRP_*.           ACTIONABILITY_OFFERED AG2_AGENT_QUEUE_*.           ACTIONABILITY_OFFERED	Numeric
M	Offered with Influence	AG2_AGENT_*.INFLUENCE_OFFERED AG2_AGENT_GRP_*.INFLUENCE_OFFERED AG2_AGENT_QUEUE_*.INFLUENCE_OFFERED	Numeric
M	Offered with Sentiment	AG2_AGENT_*.SENTIMENT_OFFERED AG2_AGENT_GRP_*.SENTIMENT_OFFERED AG2_AGENT_QUEUE_*.SENTIMENT_OFFERED	Numeric
M	SentimentScore	AG2_AGENT_*.SENTIMENT AG2_AGENT_GRP_*.SENTIMENT AG2_AGENT_QUEUE_*.SENTIMENT	Numeric
Agent\Activity\Activity User Data Example
A	Dimension 1 Dimension 2 ... Dimension 5	USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5	Char
A	Dimension 6 ... Dimension 10	USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5	Char
A	Screen Actionability Category	USER_DATA_GEN_ES.SCREEN_     ACTIONABILITY_CTGNAME	Char
A	Screen Sentiment Category	USER_DATA_GEN_ES.SCREEN_     SENTIMENT_CTGNAME	Char
Business Attribute\BA Customer
M	Actionability Score	AG2_ID_*.ACTIONABILITY	Numeric
M	Entered with Actionability	AG2_ID_*.ACTIONABILITY_ENTERED	Numeric
M	Entered with Influence	AG2_ID_*.INFLUENCE_ENTERED	Numeric
M	Entered with Sentiment	AG2_ID_*.SENTIMENT_ENTERED	Numeric
M	Influence Score	AG2_ID_*.INFLUENCE	Numeric
M	Sentiment Factor	a factor of BA User Data Example\Classify Sentiment Category	Numeric
M	Sentiment Score	AG2_ID_*.SENTIMENT	Numeric
Business Attribute\BA User Data Example
A	Dimension 1 Dimension 2 ... Dimension 5	USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5	Char
A	Dimension 6 ... Dimension 10	USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5	Char
A	Screen Actionability Category	USER_DATA_GEN_ES.SCREEN_ ACTIONABILITY_CTGNAME	Char
A	Screen Sentiment Category	USER_DATA_GEN_ES.SCREEN_ SENTIMENT_CTGNAME	Char
Detail\Handling Attempt\Handling User Data Example
A	Detail 1 Detail 2 ... Detail 14 Detail 15 Detail 16	IRF_USER_DATA_CUST_1.CUSTOM_DATA_1 IRF_USER_DATA_CUST_1.CUSTOM_DATA_2 IRF_USER_DATA_CUST_1.CUSTOM_DATA_14 IRF_USER_DATA_CUST_1.CUSTOM_DATA_15 IRF_USER_DATA_CUST_1.CUSTOM_DATA_16	Char Char Char Numeric Numeric
A	Dimension 1 Dimension 2 ... Dimension 5	USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5	Char
A	Dimension 6 ... Dimension 10	USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5	Char
Queue\Queue User Data Example
A	Dimension 1 Dimension 2 ... Dimension 5	USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5	Char
A	Dimension 6 ... Dimension 10	USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5	Char
Detail\Transfer\Source User Data Example
A	Dimension 1 Dimension 2 ... Dimension 5	USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5	Char
A	Dimension 6 ... Dimension 10	USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5	Char
Detail\Transfer\Target User Data Example
A	Dimension 1 Dimension 2 ... Dimension 5	USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5	Char
A	Dimension 6 ... Dimension 10	USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5	Char
Queue\Queue User Data Example
A	Dimension 1 Dimension 2 ... Dimension 5	USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2 USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5	Char
A	Dimension 6 ... Dimension 10	USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1 USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5	Char

User data key table mapping

[JD note] (a) Previous third column (Dimension table PK name) has been combined with the "GIM Table" column, to save width. (b) Given that some of the apparently custom GIM tables are defined by default and some aren't, I think you need to provide equivalent comments for all the tables. See my suggestions.

The following tables — Low Cardinality — Key table mapping and High Cardinality — Key table mapping — describe the default / recommended mapping for user data tables.

Low Cardinality — Key table mapping

GCXI / Object name	Key table mapping			Comments
	Genesys Info Mart database table name	UDE key name <-> IRF_USER_DATA_KEYS	GCXI Schema objects
CX Insights\GCXI\Business Attribute \Business Result	INTERACTION_DESCRIPTOR Primary key: INTERACTION_DESCRIPTOR_KEY Columns: CUSTOMER_SEGMENT SERVICE_TYPE SERVICE_SUBTYPE BUSINESS_RESULT	INTERACTION_DESCRIPTOR_KEY	AG2_xxx.INTERACTION_DESCRIPTOR_KEY	The INTERACTION_DESCRIPTOR table is provided with the default schema to store Genesys-defined low-cardinality KVPs, such as service type and customer segment. This table cannot be customized.
CX Insights\GCXI\Business Attribute \Customer Segment
CX Insights\GCXI\Business Attribute \Service Type
CX Insights\GCXI\Business Attribute \Service SubType
CX Insights\GCXI\User Data Example \Dimension 1- Dimension 5	USER_DATA_CUST_DIM_1 Primary key: ID Columns: DIM_ATTRIBUTE_1...DIM_ATTRIBUTE_5	CUSTOM_KEY_1	AG2_xxx.USER_DATA_KEY1 [JD note] Given the statements above about GEN_ES_KEY mapping, can you use this table if you're also including social media reporting?	The customizable USER_DATA_CUSTOM_DIM_* tables are not defined by default in the Info Mart schema.
CX Insights\GCXI\User Data Example \Dimension 1- Dimension 5	USER_DATA_CUST_DIM_2 Primary key: ID Columns: DIM_ATTRIBUTE_1...DIM_ATTRIBUTE_5	CUSTOM_KEY_2	AG2_xxx.USER_DATA_KEY2
CX Insights\GCXI\User Data Example \GSW Call Type, Dimension 2 Gen – Dimension 5 Gen	USER_DATA_GEN_DIM_1 Primary key: ID Columns: DIM_ATTRIBUTE_1 (mapped to GSW_CALL_TYPE) DIM_ATTRIBUTE_2...DIM_ATTRIBUTE_5	USER_DATA_GEN_DIM_KEY_1	AG2_xxx.USER_DATA_GEN_KEY1	The USER_DATA_GEN_DIM_* tables are provided with the default schema to store Genesys- or customer-defined low-cardinality KVPs. The tables themselves cannot be customized.
CX Insights\GCXI\User Data Example \ Dimension 6 Gen – Dimension 10 Gen	USER_DATA_GEN_DIM_2 Primary key: ID Columns: DIM_ATTRIBUTE_1...DIM_ATTRIBUTE_5	USER_DATA_GEN_DIM_KEY_2	AG2_xxx.USER_DATA_GEN_KEY2	The USER_DATA_GEN_DIM_* tables are provided with the default schema to store Genesys- or customer-defined low-cardinality KVPs. The tables themselves cannot be customized.

[JD note] Previous third column (UDE key name <-> IRF_USER_DATA_KEYS) has been removed. "High cardinality" = facts. Custom UD fact data is not mapped through IRF_USER_DATA_KEYS.

High Cardinality — Key table mapping

GCXI / Object name	Key table mapping			Comments
	Genesys Info Mart database		GCXI Schema objects
	Genesys Info Mart database Table name	Dimension table PK Column name
CX Insights\GCXI\Detail\Handling Attempt\Handling User Data Example \Detail 1 – Detail 16	IRF_USER_DATA_CUST_1	CUSTOM_DATA_[1-16]	IRF_USER_DATA_CUST_1.CUSTOM_DATA_[1-16]	The customizable IRF_USER_DATA_CUST_1 table is not defined by default in the Info Mart schema.
CX Insights\GCXI\Detail\Handling Attempt \Case ID	IRF_USER_DATA_GEN_1	CASE_ID	IRF_USER_DATA_GEN_1.CASE_ID	The IRF_USER_DATA_GEN_1 table is provided with the default schema to store predefined high-cardinality KVPs, such as customer ID. This table requires no customization.
CX Insights\GCXI\Detail\Handling Attempt \Customer_ID	IRF_USER_DATA_GEN_1	CUSTOMER_ID	IRF_USER_DATA_GEN_1.CUSTOMER_ID
CX Insights\GCXI\Detail\Handling Attempt \Revenue	IRF_USER_DATA_GEN_1	REVENUE	IRF_USER_DATA_GEN_1.REVENUE
CX Insights\GCXI\Detail\Handling Attempt \Satisfaction	IRF_USER_DATA_GEN_1	SATISFACTION	IRF_USER_DATA_GEN_1.SATISFACTION

Using the Predefined User Data Objects

If the user data that you configured within your environment exactly matches the sample tables that have been imported into the Project—as well as their structure—all you have to do to use the predefined user data objects in custom reports is make visible the corresponding objects, and save the project. The objects will be revealed to report designers and can be used in reports. If, however, your user data configuration employs different tables or table structure, perform the following steps:

1. If necessary, add the appropriate user data table(s) to the GCXI schema. (See step 4 of Example - Custom Handling Attempt Report.)
2. Alter user data object definitions if you want. For example::
   • Fields in the IRF_USER_DATA_CUST_* tables could be numeric or character.
   • If your user data table is named differently from that which is used in the table above.
   • If you want the attribute to reference a field different from that which is already defined for the object.
   • If you want to have the attribute available as a user prompt on a custom report. (See step 5 of Example - Custom Handling Attempt Report)
   • If you want to rename the predefined folders, attributes, or metrics.
3. Save the project.

Special Note about Numeric User Data

The Customer Perspective Report includes four measures that are based on numeric user data—Revenue, Satisfaction, Avg Revenue, and Avg Satisfaction. Running aggregation (to populate the data for this report) will yield errors if users are permitted to attach non-numeric data for these business attributes to interactions. You must ensure that the resources that set the values of Revenue and Satisfaction user data keys are configured or trained, as applicable, to record numerical values only. Refer to Check for Incorrect Data Type in the Reporting and Analytics Aggregates User’s Guide to learn how to recover from this situation.

In addition to the information on this page, see:

• Example - Custom Handling Attempt Report