Jumunn
user-event-data-timeout
Section: gim-etl
Default Value: 3600
Valid Values: 0 or any positive integer
Changes Take Effect: On the next ETL cycle
Dependencies: None
Modified: 8.1.1 (behavior changed)
Specifies the maximum time, in seconds, after the end of a call, during which an agent who handled that call can send UserEvent-based key-value pair (KVP) data. If the call has ended and the UserEvent-based KVP data is sent after this timeout, the transformation job does not process the UserEvent-based KVP data.
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Agent Desktop Applications
Agent desktop applications might attach various KVPs, depending on your configuration of business attributes in the Configuration Layer.
For example, desktop applications can attach the following KVPs if they have not already been attached by some other application (such as IVR applications or Enterprise Routing Solution):
- CaseID
- CustomerID
- Revenue
- Satisfaction
- Business Result
If you want to track the reasons for agents being in NotReady states, ensure that relevant KVPs are available to your agents through their desktop applications.
OCS automatically attaches the GSW_CALL_ATTEMPT_GUID call attempt ID for progressive and predictive dialing modes. For preview dialing mode, you must ensure that your desktop application attaches the GSW_CALL_ATTEMPT_GUID KVP to the actual interaction. The GSW_CALL_ATTEMPT_GUID KVP is provided by OCS in the UserEvent with record information. For voice interactions, the KVP must be attached before the voice call is released.
For eServices/Multimedia, ICON automatically stores information about the reason that processing of an interaction stopped. If you want to track the reasons for agents stopping multimedia interactions, ensure that the Stop Reason key with relevant values is available to your agents through their desktop applications. ICON also stores information about the party that issued the request to stop processing an interaction, when the party is known.