stop-ixn-queues
Section: gim-transformation
Default Value: No default value
Valid Values: A comma-separated list of queue names
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
Introduced: 8.1.402
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.
populate-mm-ixnqueue-facts
Section: gim-etl-populate
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
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.
adjust-vq-time-by-strategy-time
Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next run of Job_TransformGIM
Dependencies: None
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.
show-non-queue-mediation-mm
Section: gim-transformation
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None
Introduced: 8.5.007 (replaces expand-mediation-time-for-gapless)
In eServices deployments, controls whether all mediation time for multimedia interactions, even mediation time that does not occur within a queue, is represented by an MSF.
- false — MSFs for multimedia interactions are focused only on the portion of the mediation time that occurs in a queue, whether it is an Interaction Queue or a virtual queue. There may be gaps in time between MSFs, because the multimedia interaction may not be in a queue, or may not be in a queue that is represented in Genesys Info Mart with an MSF.
- true — Provided that there is an MSF for the first Interaction Queue in a mediation (which is true for mediation time of unhandled interactions), all mediation time for multimedia interactions that occurs after the first Interaction Queue, even mediation time that does not occur within a queue, is represented by one or more MSFs. Additional, non-queue MSFs are created for multimedia interactions to represent mediation time that occurs outside an Interaction Queue MSF — for example, mediation time that occurs after an MSF for an Interaction Queue, when a routing strategy is attempting to find a routing target without the use of a virtual queue.
Validated Multimedia Interaction Flows
The E-Mail Interactions and Chat Interactions pages describe the recognized, validated multimedia interactions that have been tested and that are supported by Genesys Info Mart for Genesys eServices e-mail and chat. However, Genesys Info Mart supports full processing of any 3rd Party Media interactions, in addition to e-mail and chat interactions.
Use the interaction flows that discuss e-mail as a guide to interactions that do not involve an online session with a customer (offline interactions), and the chat interaction flows as a guide to interactions that do involve an online session with a customer (online interactions).
The interaction flows described in this guide are intended as examples that you can modify for your environment. However, Genesys does not guarantee results for modified interaction flows.
Multimedia diagram conventions
Like the voice interaction flows, the multimedia interaction-flow diagrams represent the resources that participate in interactions and the resources’ states. The diagrams use the same conventions as the voice call flow diagrams (see Diagram Conventions). In addition, the following features are significant for the multimedia interaction-flow diagrams:
- Terms such as Ring and Talk are used generically. In multimedia interaction flows, these terms indicate the Alerting and Connected conditions.
- For both online and offline interactions, the customer is considered to be present (“talking”) during the whole interaction, except for any consultation portions.
- The resources of interest are handling resources, which are the resources that have the greatest interest for reporting. Primarily, these are agents, but routing strategies that send an Autoresponse are also considered to be handling resources and become the subjects of Interaction Resource Fact (IRF) records. Additionally, when an interaction is abandoned in an Interaction Queue or a Routing Strategy, the resource in which it was abandoned is represented with an IRF entry.
- Strategies are not mediation resources. The diagrams illustrate the use of virtual queues (VQs) to enable time that an interaction spends in a strategy to be reported in a Mediation Segment Fact (MSF) record, as mediation time. Prior to release 8.5.002, if no VQ is defined in a strategy, there will be gaps in the reported mediation time. Starting with release 8.5.002, with a further enhancement in release 8.5.007 (as described in the discussion about MEDIATION_DURATION on the Populating Mediation Segments page), Genesys Info Mart can be configured to eliminate gaps in mediation reporting. With the 8.5.007 enhancement, when show-non-queue-mediation-mm is set to true, Genesys Info Mart provides gapless mediation reporting up to first handling by creating an additional, non-queue MSF to represent time the interaction spent outside an Interaction Queue before being handled. The diagrams do not show the possible non-queue MSF that would be created for the strategy in the illustrated interaction flows. If VQs are used and gapless mediation reporting is enabled in release 8.5.007 or later, the MSF for a VQ will overlap the MSF for the strategy.
- In all cases in which a routing strategy routes an interaction to an agent, the diagrams show the interaction flow beginning in mediation, while the interaction waits in Interaction Queue 1. When Strategy 1 attempts to find a routing target, the strategy keeps the interaction in VQ1 (another mediation). Transfer from agent to agent through a queue with multiple VQs shows the effect of more complicated routing strategies in which there are multiple parallel and sequential VQs. On the other hand, all the diagrams that end with the e-mail being sent out of the contact center show a strategy that is not being used for routing purposes and, therefore, for which VQs do not apply.
- The diagrams show VQ time and strategy time as identical, which is always the case when adjust-vq-time-by-strategy-time=true. This means that mediation duration includes time that the interaction spent in the strategy but outside the VQ, and there are no gaps in the mediation time.
- Except where otherwise indicated, the diagrams assume that Genesys Info Mart has been configured to populate Interaction Queue activity in the MSF table (populate-mm-ixnqueue-facts = true). MSFs for Interaction Queue activity have been included in the diagrams for completeness. By default, populate-mm-ixnqueue-facts=false.
Given the focus and purpose of this guide, the e-mail diagrams for interaction flows that end when the e-mail is sent out of the contact center show the e-mail being sent to an Interaction Queue (named Outbound Queue), from which a strategy (named Outbound Strategy) sends the e-mail to the customer. However, more complicated scenarios are possible, in which case the reported technical result might be different. For example, if the outbound e-mail is first sent to a supervisor for a quality review, there will be additional mediation, and the technical result in the IRF for the handling agent will be Transferred instead of Completed.
On the other hand, if your business processes use stop-interaction queues — as defined by the stop-ixn-queues configuration option — to handle stopping an interaction, placement of an interaction into a stop-ixn queue means Genesys Info Mart considers the interaction to be terminated: The technical result reported for the handling agent that placed the interaction in the stop-ixn-queue will be Completed, and the queue and subsequent strategy activity are not represented in Genesys Info Mart.