Jdruker/PEConfigOptions
Trying WWE options for contact
{{PEConfigOption2
|OptionName=contact.all-interactions-default-time-filter-main
|DefaultValue=1M
|ValidValues=A value from the following list: All, 1M, 1W, 1D
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-all-interactions-default-time-filter-main for configobject=Application
Specifies which Time Filter is selected by default in the All Interactions Search view when an agent accesses the view.
- All: all interactions from Main UCS Data Base.
- 1M: interactions from Main UCS Data Base that were created less than 1 month ago.
- 1W: interactions from Main UCS Data Base that were created less than 1 week ago.
- 1D: interactions from Main UCS Data Base that were created less than 1 day ago.
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{{PEConfigOption2
|OptionName=contact.all-interactions-displayed-columns
|DefaultValue=Status,Subject,StartDate,EndDate
|ValidValues=A comma-separated value list of Contact History items to display in the interaction view MyHistory, for example: Status, Subject, StartDate, EndDate.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-all-interactions-displayed-columns for configobject=Application
Specifies the list of interaction attributes that are displayed in the result list of the Interaction Search view.
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{{PEConfigOption2
|OptionName=contact.all-interactions-quick-search-attributes
|DefaultValue=Subject
|ValidValues=A comma-separated value list of valid interaction attribute names, for example: Subject
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-all-interactions-quick-search-attributes for configobject=Application
Specifies the interaction attributes that are used to search interactions in the Quick Search mode of the Interaction Search view.
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{{PEConfigOption2
|OptionName=contact.available-directory-page-sizes
|DefaultValue=5,10,25,50
|ValidValues=A comma-separated list of numbers that define the number of rows per result page from which the agent can make selections.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-available-directory-page-sizes for configobject=Application
Specifies the possible values for the number of rows per page in the contact directory search result view.
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{{PEConfigOption2
|OptionName=contact.cache-timeout-delay
|DefaultValue=0
|ValidValues=An integer from 1 through 3600. 0 to deactivate it
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-cache-timeout-delay for configobject=Application
Specifies the delay, in seconds, before the cache of the result of a Universal Contact Server request is cleared.
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{{PEConfigOption2
|OptionName=contact.create-contact.check-duplicate
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-create-contact-check-duplicate for configobject=Application
If an agent tries to create a contact that potentially matches one or more in the contact database, Workspace displays the list of potential matches, then allows an agent to either create the new contact or select an existing contact instead. Use the following options to control what UCS attributes are searched to determine whether a new contact is a potential duplicate. These options can be configured individually or together to allow \"AND\" and \"OR\" searches.
This option can be overridden by a routing strategy as described in the Configuration Guide.
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{{PEConfigOption2
|OptionName=contact.date-search-types
|DefaultValue=On,OnOrAfter,Before,Between
|ValidValues=Select at least one from the list.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-date-search-types for configobject=Application
Specifies the list of search types that are available for the agent to use to search the contact database by date.
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{{PEConfigOption2
|OptionName=contact.default-directory-page-size
|DefaultValue=10
|ValidValues=An integer from 1 through 50.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-default-directory-page-size for configobject=Application
Specifies the default value for the number of rows per page in the contact directory search result view. The value must be defined in the option contact.available-directory-page-size.
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{{PEConfigOption2
|OptionName=contact.directory-displayed-columns
|DefaultValue=LastName,
|ValidValues=A comma-separated value list of Attribute Value names that correspond to contact field names. For example: LastName,FirstName,PhoneNumber,EmailAddress.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-directory-displayed-columns for configobject=Application
Specifies the list of contact fields that are displayed when the results of a contact search are displayed.
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{{PEConfigOption2
|OptionName=contact.directory-search-attributes
|DefaultValue=LastName,
|ValidValues=A comma-separated value list of Attribute Value names that correspond to contact field names that can be used as search parameters.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-directory-search-attributes for configobject=Application
Specifies the list of Contact fields that can be used as search parameters.
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{{PEConfigOption2
|OptionName=contact.directory-search-mode
|DefaultValue=sql
|ValidValues=A value from the following list: sql, lucene
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-directory-search-mode for configobject=Application
Specifies the technical mode used in the Contact Directory view to search for contacts. The lucene mode must be used for large database of contacts.
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{{PEConfigOption2
|OptionName=contact.displayed-attributes
|DefaultValue=Title,
|ValidValues=A comma-separated value list of Attribute Value names that correspond to contact field names.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-displayed-attributes for configobject=Application
Specifies the list of contact fields that are displayed when a Contact record is displayed.
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{{PEConfigOption2
|OptionName=contact.email-address-validation.attributes
|DefaultValue=EmailAddress
|ValidValues=A list of contact attributes that can support email expression pattern validation
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-email-address-validation-attributes for configobject=Application
Specifies which contact attributes from the Contact Profile are considered to be email addresses to be validated.
The default expression used for validation is specified by the expression.validate.email-address option.
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{{PEConfigOption2
|OptionName=contact.enable-force-delete-contact
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-enable-force-delete-contact for configobject=Application
Specifies whether an agent is allowed to delete a contact even if the contact has one or more in-progress interactions.
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{{PEConfigOption2
|OptionName=contact.history-default-time-filter-main
|DefaultValue=1M
|ValidValues=A value from the following list: All, 1M, 1W, 1D
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-default-time-filter-main for configobject=Application
Specifies which Time Filter option is selected by default in the Contact History view when an agent accesses the main history data source:
- All: All interactions from the main Universal Contact Server (UCS) database.
- 1M: Interactions from main UCS database that were created less than 1 month ago.
- 1W: Interactions from main UCS database that were created less than 1 week ago.
- 1D: Interactions from main UCS database that were created less than 1 day ago.
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{{PEConfigOption2
|OptionName=contact.history-default-view-conversations
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-default-view-conversations for configobject=Application
Specifies whether the My History and Contact History are displayed in conversation (thread) mode or Normal (flat) mode, by default.
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{{PEConfigOption2
|OptionName=contact.history-displayed-columns
|DefaultValue=Status,
|ValidValues=A comma-separated value list of Contact History items to display in the interaction view, for example: Status, Subject, StartDate, EndDate, OwnerId.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-displayed-columns for configobject=Application
Specifies the list of Contact History items that are displayed in the interaction view.
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{{PEConfigOption2
|OptionName=contact.history-displayed-columns-conversations
|DefaultValue=Status,Subject,StartDate,EndDate
|ValidValues=A comma-separated list of Contact History items to display in the History conversations view - for example: Subject, StartDate, EndDate, Status.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-displayed-columns-conversations for configobject=Application
Specifies the list of interaction fields that are displayed in the Contact History view in the conversation (thread) mode.
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{{PEConfigOption2
|OptionName=contact.history.media-filters
|DefaultValue=voice,email,chat,twitter,facebook,$OtherMedia$
|ValidValues=A comma-separated value of valid media type names or $OtherMedia$.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-media-filters for configobject=Application
Specifies the list of media types that can be used to filter the Contact History (depends on privilege.contact.can-filter-contact-history), My History (depends on privilege.contact.can-filter-my-history), and the result list of Interaction Search (depends on privilege.contact.can-filter-all-interactions). $OtherMedia$ allows to add the filter returning any media not listed in this option.
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{{PEConfigOption2
|OptionName=contact.history-quick-search-attributes
|DefaultValue=Subject
|ValidValues=A comma-separated value list of valid interaction attribute names, for example: Subject. Possible searchable attributes are: BccAddresses, CcAddresses, FromAddress, FromPersonal, Id, Mailbox, ReplyToAddress, StructuredText, Subject, Text, TheComment, ToAddresses
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-quick-search-attributes for configobject=Application
Specifies the interaction attributes that are used to search interactions in the quick search mode of the Contact History view. These attributes should be text attributes. You can use custom interaction attributes. For more information, see 'Making an Attribute Searchable from the Desktop' in the PureEngage Digital Administrator's Guide.
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{{PEConfigOption2
|OptionName=contact.history.quick-search.max-input-length
|DefaultValue=10
|ValidValues=An integer value from 1 through 20.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-quick-search-max-input-length for configobject=Application
Specifies the maximum number of words that can be used to make a quick search of interaction in My History, Contact History and Interaction Search
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{{PEConfigOption2
|OptionName=contact.history-search-attribute-group.<group-name>
|DefaultValue=No default value
|ValidValues=A comma-separated value list of Interaction attributes.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-search-attribute-group-zgroup-name- for configobject=Application
Specifies a group of interaction search attributes. Use this option as a template, modifying the name by replacing the <group-name> by the name of a group to be displayed in the Advanced Search mode of Contact History, My History, and Interaction Search views.
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{{PEConfigOption2
|OptionName=contact.history-search-attributes
|DefaultValue=Status,
|ValidValues=A comma-separated value list of Interaction attributes.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-history-search-attributes for configobject=Application
Specifies the list of interaction attributes that an agent can use in Advanced Search mode of the Contact History, My History and Interaction Search views. You can also use custom interaction attributes.
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{{PEConfigOption2
|OptionName=contact.last-called-agent.enable
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-last-called-agent-enable for configobject=Application
Specifies if the last called agent properties are set in the contact when an interaction is presented to the agent. This option is taken into account only when the contact.last-called-agent.<media-type>.enable option is not defined for the applicable media type.
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{{PEConfigOption2
|OptionName=contact.last-called-agent.<media-type>.enable
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-last-called-agent-zmedia-type-zenable for configobject=Application
Specifies if the last called agent properties are set in the contact when an interaction of the corresponding media type is presented to the agent. This option overrides the contact.last-called-agent.enable option. Use the voice-campaign media-type to define the look-up behavior for outbound campaign interactions.
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{{PEConfigOption2
|OptionName=contact.lookup.auto-assign-mode
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-auto-assign-mode for configobject=Application
Specifies the contact assignment policy when Contact Lookup is enabled. If set to false and there are multiple matched contacts for an interaction, they are listed as suggested contacts. If set to true, the first contact will be assigned automatically irrespective of the number of matched contacts. This option can be overridden by a routing strategy as described in the Configuration Guide.
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{{PEConfigOption2
|OptionName=contact.lookup.enable
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-enable for configobject=Application
Specifies that Universal Contact Server (UCS) lookup is activated for contacts when an interaction is presented to the Agent. This option can be overridden by a routing strategy as described in the Configuration Guide. Note: This option is taken into account only when attached data 'IdentifyCreateContact' is not set in the interaction and the contact.lookup.<media-type>.enable option is not specified for the applicable media type.
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{{PEConfigOption2
|OptionName=contact.lookup.enable-create-contact
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-enable-create-contact for configobject=Application
When the value of this option is true and the value of ontact.lookup.enable is also set to true, this option specifies that Universal Contact Server (UCS) creates a contact if the initial search does not find a matching existing contact. This option can be overridden by a routing strategy as described in the Configuration Guide. Note: This option is taken into account only when attached data 'IdentifyCreateContact' is not set in the interaction and the contact.lookup.<media-type>.enable-create-contact option is not specified for the applicable media type.
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{{PEConfigOption2
|OptionName=contact.lookup.voice.intercommunication.use-dialed-phone-number
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-voice-intercommunication-use-dialed-phone-number for configobject=Application
If contact lookup is enabled, and intercommunication is configured, this option specifies that contact lookup is performed on the phone number typed by an agent for an outgoing call to Routing Point.
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{{PEConfigOption2
|OptionName=contact.lookup.voice.use-dialed-phone-number
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-voice-use-dialed-phone-number for configobject=Application
If contact lookup is enabled, this option specifies that contact lookup is performed on the normalized phone number that was manually dialed by the agent rather than the number resulting from the application of dial plan rules, if any.
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{{PEConfigOption2
|OptionName=contact.lookup.voice.use-formatted-number
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-voice-use-formatted-number for configobject=Application
Specifies that the phone number of an inbound voice interaction is subject to processing by the expression.phone-number.supported-characters option prior to contact lookup. This option depends on the option contact.lookup.enable-create-contact. This option can be overridden by a routing strategy as described in the Configuration Guide.
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{{PEConfigOption2
|OptionName=contact.lookup.<media-type>.auto-assign-mode
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-zmedia-type-zauto-assign-mode for configobject=Application
Specifies the contact assignment policy when Contact Lookup is enabled for the specified media type. If set to false and there are multiple matched contacts for an interaction, they are listed as suggested contacts. If set to true, the first contact will be assigned automatically irrespective of number of matched contacts. This option overrides contact.lookup.auto-assign-mode for the specified media type. This option can be overridden by a routing strategy as described in the Configuration Guide.
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{{PEConfigOption2
|OptionName=contact.lookup.<media-type>.enable
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-zmedia-type-zenable for configobject=Application
Specifies that the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to the Agent are activated. This option can be overridden by a routing strategy as described in the Configuration Guide. Note: This option overwrites the contact.lookup.enable option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup behavior in the context of outbound campaign interactions.
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{{PEConfigOption2
|OptionName=contact.lookup.<media-type>.enable-create-contact
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-lookup-zmedia-type-zenable-create-contact for configobject=Application
When contact lookup is enabled in the context of the current interaction, this option specifies that the Universal Contact Server (UCS) creates a contact if the initial search cannot find any existing contact. This option can be overridden by a routing strategy as described in the Configuration Guide. Note: This option overwrites the contact.lookup.enable-create-contact option. It is not taken into account when the attached data 'IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup and create behavior in the context of outbound campaign interactions.
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{{PEConfigOption2
|OptionName=contact.mandatory-attributes
|DefaultValue=FirstName,LastName
|ValidValues=A comma-separated value list of Attribute Value names that correspond to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-mandatory-attributes for configobject=Application
Specifies the list of Contact fields that must be completed for a contact.
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{{PEConfigOption2
|OptionName=contact.multiple-value-attributes
|DefaultValue=PhoneNumber,EmailAddress
|ValidValues=A comma separated value list of Attribute Value names that correspond to contact field names.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-multiple-value-attributes for configobject=Application
Specifies the list of contact attributes that can support multiple values.
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{{PEConfigOption2
|OptionName=contact.myhistory-default-time-filter-main
|DefaultValue=1M
|ValidValues=A value from the following list: All, 1M, 1W, 1D
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-myhistory-default-time-filter-main for configobject=Application
Specifies which Time Filter option is selected by default in the My History view when an agent accesses the main history data source:
- All: All interactions from the main Universal Contact Server (UCS) database.
- 1M: Interactions from main UCS database that were created less than 1 month ago.
- 1W: Interactions from main UCS database that were created less than 1 week ago.
- 1D: Interactions from main UCS database that were created less than 1 day ago.
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{{PEConfigOption2
|OptionName=contact.myhistory-displayed-columns
|DefaultValue=Status,Subject,StartDate,EndDate
|ValidValues=A comma-separated value list of Contact History items to display in the interaction view MyHistory, for example: Status, Subject, StartDate, EndDate.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-myhistory-displayed-columns for configobject=Application
Specifies the list of Contact History items that are displayed in the My History view.
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{{PEConfigOption2
|OptionName=contact.myhistory-displayed-columns-conversations
|DefaultValue=Status,Subject,StartDate,EndDate
|ValidValues=A Comma-separated list of interaction fields to display in My History conversations view - for example: Subject, StartDate, EndDate, Status.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-myhistory-displayed-columns-conversations for configobject=Application
Specifies the list of interaction fields that are displayed in the My History view in the conversation (thread) mode.
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{{PEConfigOption2
|OptionName=contact.myhistory-quick-search-attributes
|DefaultValue=Subject
|ValidValues=A comma-separated value list of valid interaction attribute names, for example: Subject. Possible searchable attributes are: BccAddresses, CcAddresses, FromAddress, FromPersonal, Id, Mailbox, ReplyToAddress, StructuredText, Subject, Text, TheComment, ToAddresses
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-myhistory-quick-search-attributes for configobject=Application
Specifies the interaction attributes that are used to search interactions in the quick search mode of the My History view. These attributes must be text attributes. You can use custom interaction attibutes. For more information, see 'Making an Attribute Searchable from the Desktop' in the PureEngage Digital Administrator's Guide.
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{{PEConfigOption2
|OptionName=contact.phone-number-validation.attributes
|DefaultValue=PhoneNumber
|ValidValues=A list of contact attributes that can support phone number expression pattern validation
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-phone-number-validation-attributes for configobject=Application
Specifies which contact attributes from the Contact Profile are considered to be phone numbers to be validated.
The default expression used for validation is specified by the expression.validate.phone-number option.
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{{PEConfigOption2
|OptionName=contact.phone-number-validation.enable
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-phone-number-validation-enable for configobject=Application
In environments using UCSX server, this option specifies whether phone numbers are validated on the client side when contact records are created or updated.
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{{PEConfigOption2
|OptionName=contact.potential-match.search-query.and-clause
|DefaultValue=No default value
|ValidValues=List of contact attributes including custom attributes
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-potential-match-search-query-and-clause for configobject=Application
Specifies the list of contact attributes, each of which will be added as an AND clause in the search query to retrieve potential duplicate contacts from UCS during contact creation in Workspace.
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{{PEConfigOption2
|OptionName=contact.potential-match.search-query.or-clause
|DefaultValue=PhoneNumber, EmailAddress
|ValidValues=List of contact attributes including custom attributes
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-potential-match-search-query-or-clause for configobject=Application
Specifies the list of contact attributes, each of which will be added as an OR clause in the search query to retrieve potential duplicate contacts from UCS during contact creation in Workspace.
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{{PEConfigOption2
|OptionName=contact.related-interactions.custom-attributes
|DefaultValue=No default value
|ValidValues=A comma-separated list of interaction custom attributes
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-related-interactions-custom-attributes for configobject=Application
Specifies the list of interaction custom attributes to be displayed as tags in the Related tab interaction cards. Only the first two attributes are displayed. If you specify more than two attributes, the others are included in the Sort by menu but not as tags in the cards.
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{{PEConfigOption2
|OptionName=contact.related-interactions.open.max-number
|DefaultValue=10
|ValidValues=An integer from 1 through 10.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-related-interactions-open-max-number for configobject=Application
Specifies the maximum number of related interactions that may be opened simultaneously by a single Open action.
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{{PEConfigOption2
|OptionName=contact.related-interactions.sort-by.attributes
|DefaultValue=$All$
|ValidValues=A comma-separated list of predefined and custom attributes of an interaction. Example: StartDate,Status,Subject,OwnerId,TypeId,CustomAttr1. To include all predefined and custom attributes, use the value $All$ in this option.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-related-interactions-sort-by-attributes for configobject=Application
Specifies the list of predefined and custom attributes by which the interactions in the Related tab may be sorted. In the Sort By menu, the attributes are displayed in the configured order. Custom attributes specified by this option must also be specified by the contact.related-interactions.custom-attribute.
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{{PEConfigOption2
|OptionName=contact.suggested-contacts.max-limit
|DefaultValue=50
|ValidValues=An integer value from 1 through 50.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-suggested-contacts-max-limit for configobject=Application
Specifies the maximum number of suggested contacts to be displayed
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{{PEConfigOption2
|OptionName=contact.ucs-interaction.voice-campaign.create-without-contact
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-ucs-interaction-voice-campaign-create-without-contact for configobject=Application
Specifies whether a outbound campaign interaction is created in Universal Contact Server (UCS) when there is no associated contact. This option can be overridden by a routing strategy as described in the Configuration Guide.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=contact.ucs-interaction.voice-campaign.enable-create
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-ucs-interaction-voice-campaign-enable-create for configobject=Application
Specifies that the feature that generates the interaction history in Universal Contact Server (UCS) for Voice Outbound Campaign interactions is activated. This option can be overridden by a routing strategy as described in the Configuration Guide.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=contact.ucs-interaction.voice.enable-create
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-ucs-interaction-voice-enable-create for configobject=Application
Specifies that the feature that generates the interaction history in Universal Contact Server (UCS) for Voice interactions is activated. This option can be overridden by a routing strategy as described in the Configuration Guide.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=contact.ucs-interaction.voice.enable-create-without-contact
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-ucs-interaction-voice-enable-create-without-contact for configobject=Application
Specifies whether a voice interaction is created in Universal Contact Server (UCS) when there is no associated contact. This option can be overridden by a routing strategy as described in the Configuration Guide.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=contact.ucs-interaction.voice.unanswered.enable-create
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-ucs-interaction-voice-unanswered-enable-create for configobject=Application
Specifies whether a call history is created in UCS for outgoing calls that are not answered by a contact. If this option is set to true, unanswered calls are added to the UCS database and are viewable in the My History, Contact Directory, Interaction History, and Contact History tabs. This option can be overridden by a routing strategy, as described in the Configuration Guide.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=contact.ucs-interaction.<media-type>.enable-create
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:contact-ucs-interaction-zmedia-type-zenable-create for configobject=Application
Specifies that the feature that generates the interaction history in Universal Contact Server (UCS) for Open Media Workitem interactions is activated. This option can be overridden by a routing strategy as described in the Configuration Guide.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=interaction.voice.anonymous-contact.key-name
|DefaultValue=No default value
|ValidValues=A valid key name.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:interaction-voice-anonymous-contact-key-name for configobject=Application
Specifies the name of the attached data key that specifies whether contact information is treated as anonymous in the interaction view, case information, and history. If the key value is 1, contact information is masked.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-advanced-search-all-interactions
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-advanced-search-all-interactions for configobject=Application
Enables agents to do advanced searches of all interactions.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-advanced-search-contact-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-advanced-search-contact-history for configobject=Application
Enables agents to do advanced searches within the Contact History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-advanced-search-my-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-advanced-search-my-history for configobject=Application
Enables agents to do advanced searches within My History.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-create-contact
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-create-contact for configobject=Application
Enables agents to create contacts.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-delete-contact
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-delete-contact for configobject=Application
Enables agents to delete contacts from the contact database.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-delete-related-interactions
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-delete-related-interactions for configobject=Application
Enables an agent to delete single and multiple related interactions from the Related tab in the interaction view
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-filter-all-interactions
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-filter-all-interactions for configobject=Application
Enables agents to filter interactions in the Interaction Search view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-filter-contact-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-filter-contact-history for configobject=Application
Enables agents to filter interactions in the Contact History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-filter-my-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-filter-my-history for configobject=Application
Enables agents to filter interactions within the My history view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-inline-forward.email.from-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-inline-forward-email-from-history for configobject=Application
Enables agents to forward email interactions from the Interaction History that are marked as Done.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-mark-done.email.from-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-mark-done-email-from-history for configobject=Application
Enables agents to mark done in-progress email interactions from the interaction history. Depends on 'Contact - Can Use'.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-mark-done-related-interactions
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-mark-done-related-interactions for configobject=Application
Enables an agent to use the Related tab in the interaction view to mark as Done single and multiple related interactions and apply the same disposition code to each.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-mark-done.<media-type>.from-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-mark-done-zmedia-type-zfrom-history for configobject=Application
Enables agents to mark done in-progress interactions of the corresponding media-type from history. Depends on 'Contact - Can Use'.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-open.email.from-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-open-email-from-history for configobject=Application
Enables agents to open in-progress email interactions from the interaction history. Depends on 'Contact - Can Use'.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-open.from-other-personal-workbins
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-open-from-other-personal-workbins for configobject=Application
From the History, enables agents to open interactions that are in the In-Progress state and are in the Workbin of another agent.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-open.from-queue
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-open-from-queue for configobject=Application
From the History, enables agents to open interactions that are in the In-Progress state and are in a queue.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-open.from-queue
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-open-from-queue for configobject=Application
From the History, enables agents to open interactions that are in the In-Progress state and are in a queue.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-open.<media-type>.from-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-open-zmedia-type-zfrom-history for configobject=Application
Enables agents to open in-progress workitems of the corresponding media-type from history. Depends on 'Contact - Can Use'.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-open.<media-type>.from-universal-queue
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-open-zmedia-type-zfrom-universal-queue for configobject=Application
Enables agents to open in-progress emails and workitems of the corresponding media type from the Universal Queue. Depends on 'Contact - Can Use', 'Contact - Can Open from History' and 'Contact - Can use interaction workfow state'.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-re-open.<media-type>.from-universal-queue
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-re-open-zmedia-type-zfrom-universal-queue for configobject=Application
Enables agents to re-open completed emails and workitems of the corresponding media type from the Universal Queue. Depends on 'Contact - Can Use' and 'Contact - Can use interaction workfow state'.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-resend.email.from-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-resend-email-from-history for configobject=Application
Enables agents to re-send an email from the interaction history. Depends on 'Contact - Can Use'.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-search-all-interactions
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-search-all-interactions for configobject=Application
Enables agents to search among all interactions.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-search-contact-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-search-contact-history for configobject=Application
Enables agents to search for interactions in the Contact History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-search-my-history
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-search-my-history for configobject=Application
Enables agents to search for interactions in the My History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use for configobject=Application
Enables access to the Contact features.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-assign-contact
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-assign-contact for configobject=Application
Enables agents to assign a contact to an interaction.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-contact-directory
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-contact-directory for configobject=Application
Enables agents to view and search the Contact Directory.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-contact-history
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-contact-history for configobject=Application
Enables agents to access the Contact History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-contact-history-case-data
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-contact-history-case-data for configobject=Application
Enables agents to see the case information of interactions in the Contact History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-contact-history-detail
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-contact-history-detail for configobject=Application
Enables agents to see the detail of interactions in the Contact History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-contact-history-notepad
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-contact-history-notepad for configobject=Application
Enables agents to see notes about interactions in the Contact History view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-contact-information
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-contact-information for configobject=Application
Enables agents to view and manage contact information.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-contact-myhistory
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-contact-myhistory for configobject=Application
Enables an agent to access their own history of interactions with contacts.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-conversations
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-conversations for configobject=Application
Enables agent to toggle the interaction display format from flat view to the threaded conversations view.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-interaction-notepad
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-interaction-notepad for configobject=Application
Enables an agent to display and edit the interaction notepad while handling an interaction.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-interaction-workflow-state
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-interaction-workflow-state for configobject=Application
When viewing digital interactions in the Contact History view, agents can see the exact status of an interaction while it is being processed.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-related-interactions
|DefaultValue=false
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-related-interactions for configobject=Application
Enables an agent to access the Related tab in the Case Side View. The Related tab contains interactions in the same thread (conversations) as the current interaction. This option can be overridden by a routing strategy as described in the Configuration Guide.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=privilege.contact.can-use-save-contact
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:privilege-contact-can-use-save-contact for configobject=Application
Enables agents to commit (save) modifications to contact information.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=system.notif.contact.service-availability-delay
|DefaultValue=15000
|ValidValues=An integer value greater than or equal to 0, or -1 to disable the notification.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:system-notif-contact-service-availability-delay for configobject=Application
Specifies the delay, in milliseconds, before triggering the UCS (Contact Server) unavailability notification to an agent. If a UCS availability is received before the delay, unavailability notification is cancelled.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=system.notif.contact.service-availability.show-on-user-action
|DefaultValue=true
|ValidValues=true, false.
|ShortDesc=From Options:Genesys Web Services:interaction-workspace:system-notif-contact-service-availability-show-on-user-action for configobject=Application
Specifies whether a notification is displayed when an agent action involves a call to the back-end during the Contact (UCS) disconnection period. This option is independent from system.notif.contact.service-availability-delay.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
End trial
{{PEConfigOption2
|OptionName=populate-mm-ixnqueue-facts
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Info Mart ETL-Script:gim-etl-populate:populate-mm-ixnqueue-facts for configobject=Script
For the Interaction Queue defined by the Script object, enables or disables the population of eServices/Multimedia queue activity to the MSF table. This setting overrides a value that is set on the Genesys Info Mart Application object.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=populate-mm-ixnqueue-facts
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl-populate:populate-mm-ixnqueue-facts for configobject=Application
Enables or disables the population of eServices/Multimedia Interaction Queue activity to the MSF table. Genesys Info Mart uses this value for all configured eServices/Multimedia Interaction Queues, unless you configure an option that has the same name on an individual Script object for a specific Interaction Queue in the interface you use for configuration.
- false—The placement of an interaction in an Interaction Queue will not be represented in the MSF table.
- true—The placement of an interaction in an Interaction Queue will be represented in the MSF table.
Starting with release 8.5.003, Genesys Info Mart always creates an MSF record for the first Interaction Queue that an inbound interaction enters, regardless of the setting of this option.
|ExtendedDesc=
Strategy time is not included in the mediation duration, with the following exceptions:
- Scenarios in which an interaction is bounced between an Interaction Queue and a strategy while an available agent is being identified
- Between releases 8.5.002 and 8.5.006, when the expand-mediation-time-for-gapless option is true
- Starting with release 8.5.007, when the show-non-queue-mediation-mm option is set to true
For more information, see Populating Mediation Segments in the Genesys Info Mart User’s Guide.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=populate-mm-workbin-facts
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Info Mart ETL-Script:gim-etl-populate:populate-mm-workbin-facts for configobject=Script
For the Interaction Workbin defined by the Script object, enables or disables the population of eServices/Multimedia workbin activity to the MSF table. For workbins that are associated with handling resources of type Agent or Place, this option comes into effect only if Genesys Info Mart has not been configured to consider workbin time as hold. For the circumstances under which Genesys Info Mart considers workbin time as hold, see the description of the populate-workbin-as-hold option.
This setting overrides a value that is set on the Genesys Info Mart Application object.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=populate-mm-workbin-facts
|DefaultValue=true
|ValidValues=true, false
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl-populate:populate-mm-workbin-facts for configobject=Application
Enables or disables the population of eServices/Multimedia Interaction Workbin activity to the MSF table. For workbins that are associated with handling resources of type Agent or Place, this option comes into effect only if Genesys Info Mart has not been configured to consider workbin time as hold (populate-workbin-as-hold=false). For the circumstances under which Genesys Info Mart considers workbin time as hold, see the description of the populate-workbin-as-hold option.
Genesys Info Mart uses this value for all configured eServices/Multimedia Interaction Workbins, unless you configure an option that has the same name on an individual Script object for a specific Interaction Workbin in the interface you use for configuration.
|ExtendedDesc=
- false—The placement of an interaction in an Interaction Workbin will not be represented in the MSF table.
- true—Provided that Genesys Info Mart does not consider the workbin time as hold, the placement of an interaction in an Interaction Workbin will be represented in the MSF table. The MSF record references a WORKBIN dimension that identifies the type of resource that is associated with the workbin and the specific resource that is associated with the mediation. Strategy time is not included in the mediation duration, except for scenarios in which an interaction is bounced between an Interaction Workbin and a strategy, as the strategy retries busy agents repeatedly. For more information, see the description of the MEDIATION_DURATION field in the section about populating MSFs in the Genesys Info Mart User’s Guide.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=stop-ixn-queues
|DefaultValue=No default value
|ValidValues=A comma-separated list of queue names
|ShortDesc=From Options:Genesys Info Mart ETL:gim-transformation:stop-ixn-queues for configobject=Application
In multimedia deployments that use stop-interaction queues in their business processes, this option specifies the Interaction Queues that are used to handle stopping an interaction (for example, Twitter_StopIxn). When an interaction is placed into one of these queues, Genesys Info Mart considers the interaction to be terminated. The transformation job assigns the technical result/reason combination of COMPLETED/UNSPECIFIED in the IRF of the handling resource that placed the interaction in the queue, and Genesys Info Mart excludes the interaction from further processing. The agent who placed the interaction in the queue is represented as the party that stopped the interaction, and the strategy that actually stops the interaction and performs any associated post-processing is not represented in Genesys Info Mart reporting.
|ExtendedDesc=The option was introduced in release 8.1.402. In earlier 8.x releases, Genesys Info Mart handled these situations as transfers to a queue.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=canceled-queues
|DefaultValue=iWD_Canceled
|ValidValues=A comma-separated list of queue names
|ShortDesc=From Options:Genesys Info Mart ETL:gim-transformation:canceled-queues for configobject=Application
In multimedia deployments that use archive queues in their business processes, specifies the Interaction Queues that are used as archives for canceled interactions. When an interaction is placed into one of these queues, Genesys Info Mart considers the interaction to be terminated. The transformation job assigns the technical result/reason combination of COMPLETED/CANCELED in the IRF of the handling resource that placed the interaction in the queue, and Genesys Info Mart excludes the interaction from further processing.
The option was introduced in release 8.1.3. In earlier 8.x releases, Genesys Info Mart handled these situations as transfers to a queue.
|ExtendedDesc=The option parallels the completed-queues configuration option available in Interaction Server. The default value of the Genesys Info Mart option matches the archive queue for canceled interactions in the default business process for the Genesys intelligent Workload Distribution (iWD) solution.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=completed-queues
|DefaultValue=iWD_Completed
|ValidValues=A comma-separated list of queue names
|ShortDesc=From Options:Genesys Info Mart ETL:gim-transformation:completed-queues for configobject=Application
In multimedia deployments that use archive queues in their business processes, specifies the Interaction Queues that are used as archives for completed interactions. When an interaction is placed into one of these queues, Genesys Info Mart considers the interaction to be terminated. The transformation job assigns the technical result/reason combination of COMPLETED/ARCHIVED in the IRF of the handling resource that placed the interaction in the queue, and Genesys Info Mart excludes the interaction from further processing.
The option was introduced in release 8.1.3. In earlier 8.x releases, Genesys Info Mart handled these situations as transfers to a queue.
|ExtendedDesc=The option parallels the completed-queues configuration option available in Interaction Server. The default value of the Genesys Info Mart option matches the archive queue for completed interactions in the default business process for the Genesys iWD solution.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=populate-workbin-as-hold
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl-populate:populate-workbin-as-hold for configobject=Application
Specifies whether the time that an interaction is in an Interaction Workbin is considered to be hold time or mediation.
- false—Workbin time is considered to be mediation. Whether or not the workbin activity will be represented by an MSF record depends on the value of the populate-mm-workbin-facts option.
- true—Workbin time is considered to be hold if the handling resource places the interaction into its own personal workbin. The hold ends when any resource takes the interaction out of the workbin. Various hold metrics are reported in the IRF record that is associated with that handling resource.
|ExtendedDesc=For time in an Interaction Workbin to be considered hold time, the Agent or Place resource must place the interaction into its own personal workbin. For example, if Agent1 places an e-mail interaction into its personal workbin, the workbin time is considered to be hold; however, if another resource, such as another agent or a strategy, places the interaction into the workbin for Agent1 to handle, the workbin time is not considered to be hold.
If a handling resource places an interaction into more than one of its own personal workbins, all of the personal workbin time is considered to be hold, and there is no distinction between the hold time in the various workbins. For example, if Agent1 places an e-mail interaction into a Drafts workbin, then pulls the interaction to continue handling it and subsequently places it into a FollowUp workbin, the hold duration that is reported in the IRF record for Agent1’s association with the interaction combines the time that is spent in both workbins.
The following table summarizes the results of different permutations of the populate-workbin-as-hold and populate-mm-workbin-facts options, in combination with the specifics of the interaction flow. If the values of the populate-workbin-as-hold and populate-mm-workbin-facts options are both set to false, the workbin activity is not represented in the dimensional model.
| Scenario | Reporting Result for Workbin Activity | |||
|---|---|---|---|---|
| populate-workbin-as-hold=false populate-mm-workbin-facts=true |
populate-workbin-as-hold=true populate-mm-workbin-facts=true |
populate-workbin-as-hold=true populate-mm-workbin-facts=false | ||
| An Agent/Place resource places the interaction into its personal workbin. | MSF record.*
This is the default behavior. |
Hold metrics in the IRF record for the association of that Agent/Place with the interaction. | ||
| Another resource places the interaction into the personal workbin of an Agent/Place. | MSF record.* | Not represented in the dimensional model. | ||
| Any resource places the interaction into an AgentGroup or PlaceGroup workbin. | ||||
| Starting with release 8.1.1, the MSF record includes a WORKBIN_KEY value that identifies the workbin instance that is associated with the mediation. | ||||
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=max-msfs-per-irf
|DefaultValue=50
|ValidValues=10-10000
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl:max-msfs-per-irf for configobject=Application
Specifies the limit for the number of MSF records that are associated with a given multimedia interaction that will be represented in the Info Mart database. When the number of MSF records associated with a single IRF record exceeds the limit, the transformation job processes only the first n mediation DNs and the last n mediation DNs in the interaction, where n = max-msfs-per-irf/2. In this way, ETL performance avoids being degraded by huge numbers of MSF records for unsuccessful routing attempts for "stuck strategy" scenarios.
|ExtendedDesc=
The first n mediation records for a given interaction are processed by the transformation job and populated in the MSF table as they occur. The last n records are postponed until an associated IRF record has been created.
The option does not affect the mediation durations that are reported in the IRF (QUEUE_DURATION, ROUTING_POINT_DURATION, MEDIATION_DURATION, and PREVIOUS_MEDIATION_DURATION); all these metrics correctly report the full overall mediation time.
Log message number 55-20120 is generated when the max-msfs-per-irf limit is exceeded, triggering the behavior to abbreviate the representation of unsuccessful routing attempts in the Info Mart database. You can set an alarm on the log message, to prompt you to investigate strategies that might be inappropriate for your deployment.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=short-abandoned-threshold
|DefaultValue=10
|ValidValues=0-60
|ShortDesc=From Options:Genesys Info Mart ETL-MediaType:gim-etl-media:short-abandoned-threshold for configobject=MediaType
For interactions of the particular media type for the particular tenant, specifies the minimum duration, in seconds, of an abandoned multimedia interaction in order for it to be considered truly abandoned. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the IRF row.
This setting overrides a value that is set in the Genesys Info Mart Application object.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=short-abandoned-threshold
|DefaultValue=10
|ValidValues=0-60
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl-media-chat:short-abandoned-threshold for configobject=Application
Specifies the minimum duration, in seconds, of an abandoned chat interaction in order for it to be considered truly abandoned. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the IRF row. Genesys Info Mart uses the option setting in the Genesys Info Mart Application object unless you override this value by configuring an option that has the same name in the interface you use for configuration:
- On a Media Type Business Attribute for a particular tenant, for interactions of that media type for that tenant.
|ExtendedDesc=If you change the value of this option, the new option value is not applied to previously loaded facts.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=short-abandoned-threshold
|DefaultValue=10
|ValidValues=0-60
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl-media-email:short-abandoned-threshold for configobject=Application
Specifies the minimum duration, in seconds, of an abandoned email interaction in order for it to be considered truly abandoned. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the IRF row. Genesys Info Mart uses the option setting in the Genesys Info Mart Application object unless you override this value by configuring an option that has the same name in the interface you use for configuration:
- On a Media Type Business Attribute for a particular tenant, for interactions of that media type for that tenant.
|ExtendedDesc=
If you change the value of this option, the new option value is not applied to previously loaded facts.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=short-abandoned-threshold
|DefaultValue=10
|ValidValues=0-60
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl:short-abandoned-threshold for configobject=Application
Specifies the minimum duration, in seconds, of an abandoned voice interaction in order for it to be considered truly abandoned. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the IRF row.
|ExtendedDesc=
If you change the value of this option, the new option value is not applied to previously loaded facts.
For similar options that control equivalent thresholds for multimedia interactions, see the gim-etl-media-chat Section and the gim-etl-media-email Section.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=q-short-abandoned-threshold-voice
|DefaultValue=10
|ValidValues=1-1000
|ShortDesc=From Options:Genesys Info Mart ETL-DN:gim-etl:q-short-abandoned-threshold-voice for configobject=DN
On a DN of type ACD Queue or Virtual Queue, specifies the maximum duration of mediation, in seconds, that is used to indicate that an interaction that was abandoned while in a queue should be considered a "short" abandon. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the MEDIATION_SEGMENT_FACT (MSF) row for voice interactions that are abandoned in this virtual queue or ACD queue.
This setting overrides a value that is set on the Application or Switch objects.
|ExtendedDesc=
In releases earlier than 8.5.003, this value could not be set on an individual DN object.
For similar options that control equivalent thresholds for multimedia interactions, see the gim-etl-media-chat Section and the gim-etl-media-email Section.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=q-short-abandoned-threshold-voice
|DefaultValue=10
|ValidValues=1-1000
|ShortDesc=From Options:Genesys Info Mart ETL-Switch:gim-etl:q-short-abandoned-threshold-voice for configobject=Switch
For all queues that are configured on this switch, specifies the maximum duration of mediation, in seconds, that is used to indicate that an interaction that was abandoned while in a queue should be considered a "short" abandon. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the MEDIATION_SEGMENT_FACT (MSF) row for voice interactions that are abandoned in a virtual queue or ACD queue.
This setting overrides a value that is set in the Genesys Info Mart Application object. The switch-level value can, in turn, be overridden by an option with the same name configured on the individual DN queue objects.
UNIQec1a792832222c6a-nowiki-00004419-QINU |ExtendedDesc=If you change the value of this option, the new option value is not applied to previously loaded facts.
In releases earlier than 8.5.003, this value could not be set on an individual Switch object.
For similar options that control equivalent thresholds for multimedia interactions, see the gim-etl-media-chat Section and the gim-etl-media-email Section.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=q-short-abandoned-threshold-voice
|DefaultValue=10
|ValidValues=1-1000
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl:q-short-abandoned-threshold-voice for configobject=Application
Specifies the maximum duration of mediation, in seconds, that is used on all configured queues to indicate that an interaction that was abandoned while in a queue should be considered a “short” abandon. Genesys Info Mart uses this value to determine the state of SHORT_ABANDONED_FLAG in the MEDIATION_SEGMENT_FACT (MSF) row for voice interactions that are abandoned in a virtual queue or ACD queue.
Genesys Info Mart uses this value unless, in the interface you use for configuration, you configure an option that has the same name on a Switch object or, starting with release 8.5.003, an individual virtual queue or ACD queue DN object. In releases earlier than 8.5.003, this value could not be set on an individual DN object.
|ExtendedDesc=If you change the value of this option, the new option value is not applied to previously loaded facts.
For similar options that control equivalent thresholds for multimedia
interactions, see the gim-etl-media-chat Section and the gim-etl-media-email Section.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=q-answer-threshold-voice
|DefaultValue=60
|ValidValues=Any integer in the range of 1 to 10000
|ShortDesc=From Options:Genesys Info Mart ETL-DN:gim-etl:q-answer-threshold-voice for configobject=DN
On a DN of type ACD Queue or Virtual Queue, specifies the default duration, in seconds, that is used as a target time to answer voice interactions that were distributed by the virtual queue or ACD queue. This setting overrides the value of the option with the same name configured on the Application or Switch objects.
|ExtendedDesc=
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=q-answer-threshold-voice
|DefaultValue=60
|ValidValues=1-10000
|ShortDesc=From Options:Genesys Info Mart ETL-Switch:gim-etl:q-answer-threshold-voice for configobject=Switch
Specifies the default duration, in seconds, that is used as a target time to answer voice interactions that were distributed by virtual queues or ACD queues configured on the switch.
This setting overrides the value of the option with the same name configured on the Genesys Info Mart Application object. The switch-level value can, in turn, be overridden by an option with the same name configured on the individual DN queue objects.
UNIQ9aa61a7259ae0e94-nowiki-00004412-QINU
|ExtendedDesc=
If you change the value of this option, the new option value is not applied to previously loaded facts.
For similar options that control equivalent thresholds for multimedia interactions at switch level, see the gim-etl-media-chat Section and the gim-etl-media-email Section.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=q-answer-threshold-voice
|DefaultValue=60
|ValidValues=1-10000
|ShortDesc=From Options:Genesys Info Mart ETL:gim-etl:q-answer-threshold-voice for configobject=Application
Specifies the default duration, in seconds, that is used on all configured queues as a target time to answer voice interactions that were distributed by virtual queues or ACD queues.
Genesys Info Mart uses this value unless, in the interface you use for configuration, you configure an option that has the same name on an individual Virtual Queue or ACD Queue DN object or on the Switch object. UNIQ02c5e2b05879a7f7-nowiki-0000072A-QINU |ExtendedDesc=For more information about setting queue-specific thresholds, see Configuring a DN for ICON and Genesys Info Mart reporting in the Genesys Info Mart Deployment Guide.
If you change the value of this option, the new option value is not applied to previously loaded facts.
For similar options that control equivalent thresholds for multimedia interactions, see the gim-etl-media-chat Section and the gim-etl-media-email Section.
|Introduced=
|Modified=
|Discontinued=
}}
{{PEConfigOption2
|OptionName=adjust-vq-time-by-strategy-time
|DefaultValue=false
|ValidValues=true, false
|ShortDesc=From Options:Genesys Info Mart ETL:gim-transformation:adjust-vq-time-by-strategy-time for configobject=Application
Starting with release 8.1.1, specifies whether Genesys Info Mart will adjust the mediation duration in MSFs for virtual queues to include time that was spent in strategies but not in associated virtual queues—for example, if an interaction spends 3 minutes in a strategy and is in a virtual queue for 2 of those minutes, whether the MSF for the virtual queue will report the duration as 3 minutes or 2 minutes.
- false—Genesys Info Mart never includes strategy time that is outside the virtual queue in the mediation duration. This setting means that there might be gaps between the end time of the MSF for a virtual queue that is used by a strategy and the IRF that follows the strategy’s routing, or between the start time of the MSF for a virtual queue and the end time of a previous MSF (for example, the MSF for an Interaction Workbin).
- true—Genesys Info Mart includes strategy time that is outside the virtual queue in the mediation duration in MSFs for virtual queues.
|ExtendedDesc=In multimedia scenarios in which an interaction is bounced between a mediation resource (for example, an Interaction Queue or a Workbin) and a strategy, as the strategy retries busy agents repeatedly, this option comes into effect only for the virtual queue that is associated with the last strategy party, before the interaction is routed successfully or else terminated. Genesys Info Mart does not report on virtual-queue activity that overlaps the repeated interim mediations.
|Introduced=
|Modified=
|Discontinued=
}}