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User Data Sources and KVPs

As described in Processing User Data, Genesys Info Mart obtains user-data KVPs from T-Server TEvents, Interaction Server events, or UserEvents. This page provides information you need to consider when you configure your deployment to send and store user data.

Source Attributes in Events

For call-based attached data, KVPs can be reported in the UserData, Reasons, or Extensions attributes of TEvents and Interaction Server events. The source that is specified in the ICON attached-data specification file controls which event attribute ICON will store (for example, source=”userdata”). The filterUserData startup parameter enables you to control whether Genesys Info Mart will extract KVPs from only the UserData attribute of TEvents and Interaction Server events (filterUserData=true, the default behavior) or whether it will also consider KVPs from the Reasons and Extensions attributes of TEvents (filterUserData=false).

Turning off filtering of user data has performance implications, because it increases the amount of user data that Genesys Info Mart will have to process.

For information about setting the filterUserData startup parameter, see Modifying JVM Startup Parameters.

Jose's note: Next section has been moved up. Description will need to be updated to accommodate new Callback, etc. functionality.

Using UserEvent-Based KVP Data

Some agent desktop applications issue UserEvents to set KVP data after the agent’s participation in the voice interaction has completed (that is, after the call is released). You can configure an ICON application that captures Voice details to store UserEvent-based KVP data in its IDB. When you configure the ICON application, you use ICON application configuration options — instead of the attached-data specification XML file — to specify which KVPs ICON should store. Then you can configure Genesys Info Mart to extract this data from the IDB G_CUSTOM_DATA_S table.

Note the following about Genesys Info Mart processing of UserEvent-based KVP data:

• This functionality is supported for voice interactions only.
• This functionality is supported for logged-in agents and IVR applications that emulate logged-in agents.
• Data from only the G_CUSTOM_DATA_S table in IDB is extracted. UserEvent-based KVP data is not extracted from G_CUSTOM_DATA_P, nor are custom agent states extracted from the G_CUSTOM_STATES table in IDB.
• Applications that issue UserEvents must be sure to set the fields inside the UserEvent properly. Unlike with call-based attached data, T-Server does not validate the contents of the UserEvents, nor does it propagate their KVP data values among related calls, such as consultations, transfers, or conferences.
• Voice Callback KVP data is available for reporting purposes only if Genesys Callback is configured using the Genesys Mobile Services (GMS) component in your environment. For information about configuring Genesys Callback services, see Genesys Callback User's Guide.

Genesys Info Mart stores the extracted UserEvent data in the same fact and dimension tables as the data that is sourced from call-based attached data. During deployment planning, you decide which Info Mart fact or dimension column should receive data from each UserEvent-based KVP that is of interest for reporting. During deployment configuration, you must configure ICON application options to specify which KVPs should be stored in G_CUSTOM_DATA_S. Also, you must configure Genesys Info Mart mapping between those KVPs and the Info Mart facts and dimensions (see User Data Mapping Tables).

Important

If you report on Outbound Contact details, you must configure ICON to store UserEvent-based KVP data for the GSW_CALL_ATTEMPT_GUID KVP.

For more information about how Genesys Info Mart populates its facts and dimensions from UserEvent-based KVP data and call-based attached data, see the section about populating Genesys Info Mart data in the Genesys Info Mart User’s Guide (Corinne's Note: We might revise this link once the UG is online; this link currently takes you to the GIM landing page where users can find a link to the User's Guide).

Application-Specific Considerations

The remainder of this page provides some guidelines about the KVPs that contact centers typically use for reporting purposes. KVPs are discussed by the Genesys application that attaches them:

• IVR Applications
• Universal Routing
• eServices/Multimedia
• Outbound Contact Solution
• Agent Desktop Applications
• Genesys Mobile Services (GMS) — for Callback

IVR Applications

You must configure your IVR applications to send the IApplication KVP — and you must configure ICON to store it — even if you do not want to store the IApplication KVP in Info Mart user-data tables for your reporting purposes. Genesys Info Mart uses the IApplication KVP value internally during transformation.

Other KVPs that your IVR applications attach depend on the following factors:

• The technologies that your IVR application supports
• Whether the applications are self-service-oriented
• Whether the applications work in conjunction with Enterprise Routing Solution

Based on these factors, you might choose to modify your IVR applications so that they attach additional KVPs:

[+] Show additional IVR KVPs

• IPurpose (for more information, see IPurpose KVP)
• IResult
• IResultReason
• ITextToSpeech
• ISpeechRecognition
• CustomerID
• CaseID
• Revenue
• Satisfaction
• CustomerSegment
• ServiceType
• ServiceSubType
• Business Result

You might also decide to attach user-defined KVPs.

Important

If the IVR DNs act as agents by logging into a queue, IVR applications can associate KVP data with a voice interaction by sending UserEvents after the voice interaction has ended (that is, after the call is released). The UserEvent has to be sent within the timeout that is specified in the Genesys Info Mart application configuration (see user-event-data-timeout). IPurpose cannot be sent in UserEvents.

IPurpose KVP

Genesys Info Mart uses the IPurpose KVP to determine whether an IVR application represents a self-service application or only a part of the mediation process:

• For a self-service IVR, Genesys Info Mart creates a separate row in the INTERACTION_RESOURCE_FACT (IRF) table, representing the IVR activity as interaction handling (not as mediation). In other words, the IRF table is populated with facts for this self-service IVR in the same manner as for an agent.
• For a nonself-service IVR, no separate IRF row is created; the IVR activity is represented as mediation (not as interaction handling) as part of another row in the IRF table.

The presence of the IPurpose key with the value of 1 (Self Service) forces Genesys Info Mart to treat an IVR as a handling resource. Otherwise, Genesys Info Mart treats the IVR as a mediation resource.

Corinne's Note: Tanya mentioned in her feedback that stacks of bullets in Notes look intimidating. Maybe the info in the following Important Note could be formatted as regular page sections, rather than as a Note?

Important

• In an environment in which IVR applications rely on Universal Routing to select a target, you can modify your Universal Routing Server (URS) routing strategies to attach the IPurpose KVP on behalf of the self-service IVR application. For more information, see Routing and Attached Data for Self-Service IVRs.
• If you do not modify your self-service IVR applications or routing strategies to attach the IPurpose KVP, you will see a high number of customer-abandoned interactions. To mitigate this, configure Genesys Info Mart to treat all IVR applications as self-service.
  
  Do this by setting the default-ivr-to-self-service configuration option to true in the [gim-transformation] section; in this way, you can configure Genesys Info Mart to treat all IVR resources as self-service IVRs.
• If a self-service IVR uses a Two-Step or Mute transfer to transfer calls to an agent, configure the IVR application to set the value of the IPurpose key to 1 for consultation calls as well. Alternatively, set the T-Server option consult-user-data to inherited or joint, so that T-Server will propagate all user data, including the IPurpose KVP, from the original call to the consultation call.

In the following deployments, an IVR application can attach the IPurpose key with the value of 1 (Self Service) to indicate to the reporting system that the corresponding IVR is a self-service resource:

• IVR In Front of the Switch — An IVR and IVR ports exist as configuration objects in the Configuration Database, and IVR ports are associated with DN objects that are configured under the IVR Server’s virtual switch.

• IVR Behind the Switch — An IVR and IVR ports exist as configuration objects in the Configuration Database, and IVR ports are associated with DN objects that are configured under the premise switch.

When it arrives at your IVR port, the call is associated with a corresponding DN object in the Genesys environment. This association clearly indicates to Genesys Info Mart that the call is at an IVR.

The IVR application can set the IPurpose key to the Self Service value and attach this data to the original call while the call is at the IVR port. As a result, Genesys Info Mart creates a record in the IRF table to represent the self-service IVR application that is handling the customer interaction.

Universal Routing

The KVPs that Universal Routing attaches depend on:

• The type of routing strategies that you deploy
• Whether routing strategies work in conjunction with IVR applications

You can configure Universal Routing Server (URS) to attach the following strategy name and routing target KVPs automatically, by setting the URS report_targets configuration option to true:

• RTenant
• RStrategyName
• RTargetTypeSelected
• RTargetObjectSelected
• RTargetAgentSelected
• RTargetPlaceSelected

Important

By default, ICON stores values for these keys in the IDB G_ROUTE_RESULT table.

Your routing strategies can use the MultiAttach object and FindServiceObjective function in IRD to attach the following KVPs that represent requested skills, business attributes, and service objectives:

• RRequestedSkillCombination (see Notes about Skill Combinations)
• CustomerSegment
• ServiceType
• ServiceObjective

You might also decide to attach the following KVPs or user-defined KVPs:

• CustomerID
• CaseID
• Revenue
• Satisfaction
• ServiceSubType

Notes about Skill Combinations

If you do not use the IRD MultiAttach object to define the requested skill combination, ensure that you represent the skill combination as a list of comma-separated skill names, each with an optional minimum proficiency. Wordspacing between the list items is not significant.

For example, the formats of the following skill combinations are valid:

skill1	skill1=1, skill2
skill1=1	skill1,skill2=1
skill1,skill2	skill1=1, skill2=2
skill1, skill2	skill1=1,skill2=2

A skill combination is not the same as a skill expression. Logical operators and comparitors (such as <, >, |, and &) are not valid.

Routing and Attached Data for Self-Service IVRs

When used in conjunction with self-service IVR applications, your routing strategies might also attach the IPurpose KVP on behalf of the IVR application. (The IPurpose KVP that is attached by the IVR application takes priority.) The Self Service value (1) for the IPurpose key indicates to the reporting system that the corresponding IVR is a self-service resource in the following deployments:

• IVR In Front of the Switch (as defined here) — In this deployment, a call also involves a routing point, which is configured as a DN of the Routing Point type under the IVR Server’s virtual switch.

  Either the IVR application or the routing strategy that is associated with the routing point (or both) can set the IPurpose key to the Self Service value. As a result, Genesys Info Mart creates a record in the IRF table to represent the self-service IVR.

• IVR Behind the Switch (as defined here) — In this deployment, a call might involve a routing point, which is configured as a DN object of the Routing Point type under the premise switch. The IPurpose key with the Self Service value is set as follows, in any combination:
  • The routing strategy that is associated with the routing point at the premise switch attaches the KVP before the strategy routes the call to the IVR DN.
  • The IVR application attaches the KVP while the call is at the IVR port.
  As a result, Genesys Info Mart creates a record in the IRF table to represent the self-service IVR.

eServices/Multimedia-Specific Attached Data

Events from the eServices/Multimedia solution include a number of attributes that are specific to multimedia interactions. ICON stores these attributes in the GM_F_USERDATA and GM_L_USERDATA tables in IDB. By default, ICON stores the KVPs and event attributes that Genesys Info Mart requires, even if you do not explicitly specify them in the ICON attached-data specification file. Genesys Info Mart does not process custom KVPs that you configure ICON to store in the GM_F_USERDATA or GM_L_USERDATA tables.

The following table describes important multimedia-specific KVPs that Genesys Info Mart processes and that ICON stores by default. [+] Show table

Multimedia-Specific Interaction Attributes

Attribute	Description
Subject	The subject of the multimedia interaction.
FromAddress	The “from” address of the multimedia interaction.
InteractionSubType	The interaction subtype of the multimedia interaction. This subtype is a component of the value for the INTERACTION_TYPE_KEY. The INTERACTION_TYPE dimension includes both interaction type and subtype.
StopReason	eServices/Multimedia allows a reason name to be provided for each action. ICON records this reason name for the action that stops the interaction, identifying the reason the interaction was stopped. Genesys Info Mart uses this stop reason for internal purposes — for example, when setting the TECHNICAL_DESCRIPTOR_KEY in the IRF record.

Outbound Contact Solution

Outbound Contact Server (OCS) automatically attaches the GSW_CALL_ATTEMPT_GUID call attempt ID for progressive and predictive dialing modes. For preview dialing mode, OCS provides the GSW_CALL_ATTEMPT_GUID KVP in the UserEvent with record information.

You must ensure that your desktop application attaches the GSW_CALL_ATTEMPT_GUID KVP. Genesys Info Mart uses it for internal processing. Downstream reporting applications can also use it to integrate contact attempt details with call details.

In Outbound-VoIP environments, when Outbound Contact campaigns are running in an ASM (that is, Active Switching Matrix) dialing mode, OCS automatically attaches the GSW_CALL_TYPE=”ENGAGING” KVP to identify an engaging call. An ASM dialing mode engages an agent, establishes a connection with the customer, and then transfers the agent to the customer. That is, the agent waits to be connected to the customer. The time that the agent spends waiting to be connected to the customer is the engaged duration.

Starting with release 8.5.004, Genesys Info Mart processes the call as an engaging call when this KVP is present, and records the amount of time that the agent was engaged and waiting for the call to connect to a customer. The time that the agent was engaged and waiting is excluded from regular talk time.

To capture the engaged duration associated with an ASM dialing mode, you must set the No results configuration option to true.

Agent Desktop Applications

Agent desktop applications might attach various KVPs, depending on your configuration of business attributes in the Configuration Layer. [+] Show sample KVPs

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

You might also decide to attach some of the user-defined KVPs.

Tip

Agent desktop applications can associate KVP data with a voice interaction by sending UserEvents after the voice interaction has ended (that is, after the call is released). The UserEvent has to be sent within the timeout that is specified in the Genesys Info Mart application configuration (see user-event-data-timeout).

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.

Genesys Mobile Services (GMS) — for Callback

JD to do.

Related Information

For additional discussion of topics related to user-data processing in Genesys Info Mart, see User Data Processing and Storage, User Data Mapping, and Propagation Rules. For a list of the KVPs that contact centers most commonly use for reporting purposes, see Common Attached Data KVPs.