Interaction Properties. Genesys 7.6

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Chapter

Interaction Properties

This chapter describes interaction properties and provides information on which of them are safe to modify. It covers these topics:

Overview, page 205

Interaction Properties, page 207

z z

Business Attributes, page 214

Translations, page 216

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Overview

Genesys Multimedia interactions have a number of properties that take the form of key-value pairs. This chapter lists these properties and provides some information about them, including whether it is safe to change them.

Since you can set up your Multimedia system to change some of these properties as the interaction moves through the system, it is particularly important to know that some properties are safe to change and others are not.

For example, you can change interaction properties by using the

Update,

UpdateBusinessData,

and

UpdateInteractionData functions in a routing strategy. But you should be very careful when considering using these functions to change any interaction property.

There are four types of properties that can be defined in terms of the following two characteristics

•

Whether they exist as independent fields in the

interactions table. If they do, you can refer to them when defining conditions, orders, and segments in Views in Business Processes.

•

Whether they are used by Genesys media servers.

Table 23

summarizes this classification and specifies whether it is safe for users to change the properties.

User’s Guide 205

Chapter 7: Interaction Properties Overview

Note:

When this chapter says that you must not change an interaction property, that means that you must not change the value of existing properties and that you must not create a new object with this name.

Table 23: Four Property Types

Type

System

Business

Custom

Other

Independent

Field

Used by Genesys

Media Server

Change OK

Yes

Note:

Significant changes were made to the

interactions table in release

7.6.1. “Changes in Release 7.6.1” on page 213 describes these changes.

Other locations in this chapter provide cross-references to this section where relevant.

Here is further information on these four property types:

•

System properties. These are maintained solely by Interaction Server, as independent fields in the

interactions table. The user cannot change them. The definition of conditions, orders, and segments in Views can refer to them. Examples:

InteractionID, MediaType.

Interaction Properties

This section lists the following about interaction properties:

•

Property name as it appears in protocol messages

•

Field name in the

interactions table

•

Data type

•

Short description

System Properties

Table 24

lists the system properties. You must not change these properties. You can use these properties on the

Condition, Order, and

Segmentation tabs of

Views in Business Processes, except that properties with Timestamp data type cannot be used on the

Segmentation tab.

Table 24: System Properties

Name

DeliveredAt

Name in

Interactions

Table

delivered_at

Type Description

ExternalId

InQueues external_id destinations

Timestamp Date and time that the interaction was first offered to the agent

String External interaction identifier (examples: chat session ID, e-mail mime ID)

String Suggested destinations for the interaction

(if provided by URS)

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Chapter 7: Interaction Properties Interaction Properties

Table 24: System Properties (Continued)

Name

PlacedInQueueAt

PlaceInQueueSeq

Name in

Interactions

Table

Type Description

InteractionId id

InteractionState

InteractionSubtype

InteractionType

IsLocked

IsOnline

MediaType

MovedToQueueAt

String state subtype type

Integer

String

= queued

= being processed by URS

= being handled by agent

Defined as

Business Attribute in

Configuration Server

Defined as

Business Attribute in

Configuration Server is_locked is_online

Integer

= unlocked

= locked

= offline

= online

This property applies to any media type

(for e-mail, the value is always

media_type String Defined as

Business Attribute in

Configuration Server moved_to_queue_at Timestamp Date and time that the interaction was first moved to a queue. If the interaction leaves the queue, then returns to it, the value of this property remains the same; that is, it shows the earliest time that the interaction entered the queue, without regard for later entry to or exit from the queue.

OutQueues

ParentId destinations parent_id

String

Suggested destinations for reply

Identifier of the parent interaction in the

UCS database placed_in_queue_at Timestamp Date and time that the interaction was placed in the current queue, regardless of whether the interaction was in this queue previously place_in_queue_seq Integer Event sequence number, denoting the chronological order of the last

EventPlacedInQueue

(for the interaction)

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Chapter 7: Interaction Properties Interaction Properties

Table 24: System Properties (Continued)

Name

Queue

Name in

Interactions

Table

queue

Type

ReceivedAt

ScheduledAt

SubmittedAt

SubmittedBy

SubmitSeq received_at scheduled_at submitted_at submitted_by submit_seq

TenantId

Workbin tenant_id workbin

WorkbinAgentGroupId agent_group_id

WorkbinAgentId agent_id

WorkbinPlaceGroupId place_group_id

Description

String Name of the queue that the interaction is in

Timestamp Date and time that the media server received the interaction. If not provided by media server, date and time of submission to Interaction Server (same as

SubmittedAt

Timestamp Date and time before which the interaction must not be processed. See

“Setting the ScheduledAt Property” in the

“Creating Business Process Objects” chapter of the Universal Routing 7.6

Business Process User’s Guide.

Timestamp Date and time that the interaction was submitted to Interaction Server

String Application name of the media server that submitted the interaction

Integer

String

Event sequence number, denoting the chronological order of

EventInteractionSubmitted

(for the interaction)

Tenant associated with the interaction

Indicates that interaction is in a workbin

One of four properties specifying the ID and type of the workbin that the interaction is in. Only one of the four properties is present.

String

See

WorkbinAgentGroupId.

See

WorkbinAgentGroupId.

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Chapter 7: Interaction Properties Interaction Properties

Table 24: System Properties (Continued)

Name

WorkbinPlaceId

AbandonedAt

Name in

Interactions

Table

place_id abandoned_at

Type Description

String See

WorkbinAgentGroupId.

Timestamp Date and time that the media server set the

IsOnline attribute to

Simplifies calculation of some statistics. If the interaction is still online, this attribute is not set.

Business Properties

Table 25

lists business properties. You can use these properties on the

Condition and

Order tabs of Views in Business Processes. It is safe to change these properties.

Note:

For significant changes to these properties in release 7.6.1, see

“Business Properties Not Stored as Independent Fields” on page 213 .

Table 25: Business Properties

Name

CaseId

CategoryId

ContactId

CustomerSegment

Name In Interactions Table Type Description

case_id String Case identifier. Use and meaning to be defined by user.

category String Category identifier obtained by routing strategy request for e-mail classification contact_id customer_segment

String Customer identifier in the UCS database. Provided by UCS.

String Code for the customer’s revenue potential; for example,

Gold, Silver,

Bronze.

May be assigned as a result of database lookup based on sender name. Routing strategy sets this property.

DispositionCode

FromAddress disposition_code from_address

String Code for moving the interaction somewhere else

String Taken from e-mail interaction

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Chapter 7: Interaction Properties Interaction Properties

Table 25: Business Properties (Continued)

Name

FromPersonal

Name In Interactions Table Type Description

from_personal String Name of person who sent the interaction

Mailbox mailbox

Priority priority Integer Indicates whether e-mail should receive special processing

ReasonCode reason_code

ServiceObjective service_objective caused the event; for example, normal, autoresponse, sent, forwarded, or redirected. Set by routing strategy Stop object.

Integer Time objective for servicing the interaction. The contact center may define a service objective for each combination of customer segment, service type, and media type.

ServiceType

Subject service_type subject

String Code for type of service being requested; for example,

Sales,

Service, Information.

Routing strategy sets this property.

String Taken from e-mail interaction

Custom Properties

The

interactions table contains a number of customizable properties, listed

in Table 26 .

Note:

This section does not apply to release 7.6.1; see “Flexible

Configuration of Custom Properties” on page 214

Table 26: Custom Properties

Name

CustomString1

CustomString2

CustomString3

CustomString4

Name in Interactions Table

custom_1s custom_2s custom_3s custom_4s

Type

String

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Table 26: Custom Properties (Continued)

Name

CustomString5

CustomString6

CustomNumber1

Name in Interactions Table

custom_5s custom_6s custom_1n

CustomNumber2

CustomNumber3 custom_2n custom_3n

To customize these properties use the following procedure.

Type

String

Integer

Procedure:

Using custom properties

Start of procedure

1. In Configuration Manager, open the required tenant folder and then open the

Business Attributes folder.

2. Create a new Business Attribute:

Name =

InteractionCustomProperties

Display name =

Interaction Custom Properties

Type =

Custom

If such an attribute already exists go to the next step.

3. Expand

Interaction Custom Properties and open its

Attribute values.

4. Create an attribute value with the name of the property that you want to use

(do not use spaces); for example,

AccountNumber or

InsurancePolicyNumber

. Give it an appropriate display name (spaces are allowed); for example,

Account Number.

5. In your new attribute value, go to the Annex tab and create a section called translation.

6. In the new

translation section, create an option called

translate-to.

7. Give the new translate-to option one of the custom property names from

Table 26

as a value.

End of procedure

Next Steps

•

You can now use the new custom property to attach data to an interaction and to define conditions and orders of Views and snapshots.

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Chapter 7: Interaction Properties Interaction Properties

Other Properties

These properties are listed in Table 27 . They are used by media servers. You

cannot use these properties on the

Condition and

Order tabs of Views in

Business Processes. You must not change them.

Note:

For significant changes to these properties in release 7.6.1, see

“Changes in Release 7.6.1” immediately below.

Table 27: Other Properties

Name

Header_*

Type

String

Description

Destination e-mail address of an e-mail or web form

Content of the header of an e-mail

The

To: property is required if you use the

Chat Transcript object in routing strategies. It supplies the value for the

To field of the outbound e-mail that sends the chat transcript. One way to give this property a value is in a routing strategy; for details, see “Chat Transcript” under “E-Mail Objects” in Chapter

3 of the Universal Routing 7.6 Reference Manual.

Changes in Release 7.6.1

The following changes to the

interactions table were made in release 7.6.1 and are relevant to the topic of this chapter.

Business Properties Not Stored as Independent Fields

Of the properties listed in “Business Properties” on page 210

, only

Priority and

ServiceObjective are stored as independent fields of the

interactions table in release 7.6.1. All other Business Properties are stored in the flexible_properties field. Here is a list:

CaseId, CategoryId, ContactId,

CustomerSegment, DispositionCode, FromAddress, FromPersonal, Mailbox,

ReasonCode, ServiceType, Subject.

This means that, as delivered by Genesys, only

Priority and

ServiceObjective can be used on the

Condition, Order,

and

Segmentation

tabs of Views. However, if you create a custom property (see “Custom

Database Fields” on page 188

) corresponding to any of the other Business

Properties, then that property can be used on the

Condition, Order,

and

Segmentation tabs of Views. You can also do this for the

To and

Header_*

properties described in “Other Properties” on page 213

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Chapter 7: Interaction Properties Business Attributes

Flexible Configuration of Custom Properties

In release 7.6.1, the

interactions table does not include the customizable properties CustomString1–6 and CustomNumber1–3 that are described in

“Custom Properties” on page 211 . You can still create custom properties, with

greater flexibility then before, as described in “Custom Database Fields” on page 188

. These can be used on the

Condition, Order,

and

Segmentation tabs of Views.

Business Attributes

Business Attributes differ from interaction properties, although the two share some names (for example,

MediaType and

Case ID

•

Interaction properties are fields in the

interactions table. Their main purpose is to identify and describe interactions during processing.

•

Business Attributes are objects in the configuration database. They have two purposes.

To represent data concerning areas other than traditional telephony.

Each Business Attribute contains a range of possible values for a data category. In this sense, Business Attributes are like a dictionary.

To convey data between software components that have no other means of communication. Examples are Category Structure and

Screening Rules. These are among the Business Attributes that you must not change in Configuration Manager.

Category Structure is an example of a Business Attribute that users must not change. You create and edit categories in Knowledge Manager. The categories that you create also appear in Configuration Manager, in

Resources >

Business Attributes > Category Structure.

It is possible to select a category in Configuration Manager, open its

Properties dialog box, and make changes as you would to any configuration object. But this could create severe problems and the system would probably not operate properly when trying to handle this category. Knowledge Manager is the only safe tool to use for creating and editing categories.

Table 28

lists the Business Attributes and Business Attribute Values that are relevant to Multimedia but are not represented in the

interactions table.

Table 28: Business Attributes That Are Not in the Interactions

Table

Name Change

CategoryStructure Prohibited

ContactAttributes Prohibited

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Table 28: Business Attributes That Are Not in the Interactions

Table (Continued)

Name

ContactAttributes/AccountNumber

ContactAttributes/LastName

ContactAttributes/PhoneNumber

ContactAttributes/PIN

ContactAttributes/Title

EmailAccounts

InteractionAttributes

Language

RootInteractionID

ScreeningRules

StopProcessingReason

Change

Allowed

Prohibited

Allowed

Prohibited

Allowed

Prohibited

Allowed

Prohibited

Allowed

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Chapter 7: Interaction Properties Translations

Table 29

repeats three of the Business Attributes from Table 28 for which

change is allowed, and adds information. Note that all three of these Business

Attributes must be present for Multimedia to work properly.

Table 29: Business Attributes, Change Allowed

Name

EmailAccounts

Default Value

None

Comment

The Multimedia configuration wizard creates two values: one for the account that E-mail Server Java pulls e-mails from in order to bring them into the Multimedia system, and one for an external agent.

You may want to use Configuration Manager to create additional values, for example if you want additional e-mail addresses to be available for

Forward and

Redirect objects in routing strategies.

Configure the address for this value on the

Annex tab

General section

> address option. The address must comply with RFC2822 and therefore it must be encoded according to RFC2047.

Examples: [email protected]

""Legal Dpt"" <[email protected]>

Type = custom.

Language English

StopProcessingReason AutoResponded

Forwarded

Normal

Re-directed

Sent

Terminated

Used by Knowledge Manager (along with Tenant) to group category trees. You must add the value

unknown if you want to train a model that classifies by language. See

“Training” on page 84

and “Notes on Language” on page 115 .

Specified by agent application when it stops the interaction.Must be selected in the IRD

Stop E-mail object.

Note: You must manually add the value

Abandoned, which is required by Chat Server.

Translations

In IRD, on the

Conditions and

Order tabs of a View object in an Business

Process, you can write statements that refer to the three types of interaction properties that are represented as independent fields in the

interactions table: system, business, and custom. You can also use translations, which provide database manipulation tools that are independent of the underlying database.

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Chapter 7: Interaction Properties Translations

Translations enable you to use the interaction property names as presented in this chapter rather than database table field names. They provide a unified representation, regardless of the underlying database, of a collection of functions. Some deal with time and date, others with attributes of the specific interaction; for example,

_age() calculates the interaction’s age in seconds, regardless of database type used.

Notes:

Bear in mind the following:

•

Translation does not hide the original database syntax. Interaction Server translates whatever it can, leaves the rest unchanged, and transmits it all to the database. Therefore you can also use database field names and any database-specific constructs on the

Conditions and

Order tabs.

•

Many of these translations are time sensitive. As such they have a dependency on the

freeze-interval option of the Interaction Queue View object. For details, see the discussion of this option in the “Interaction

Server Options” section of the “Configuration Options” chapter of the

Multimedia 7.6 Reference Manual.

_timestamp

Specifies date constants in conditions. The single argument is a character constant that represents a date in the common form used by Interaction Server.

Usage

_timestamp('yyyy-mm-ddThh:mi:ssZ')

_timestamp('yyyy-mm-dd hh:mi:ss')

Translations Performed by Database

For Oracle 9:

TO_DATE('yyyy-mm-dd hh:mi:ss', 'YYYY-MM-DD HH24:MI:SS')

For Microsoft SQL:

CONVERT(DATETIME, '2003-11-26 17:43:23', 102)

For DB2:

TIMESTAMP('yyyy-mm-dd hh:mm:ss')

_current_time

Calculates the current UTC date-time.

Use this function to avoid the confusion caused by mixing UTC and local times. Since Interaction Server manipulates only UTC time, and all dates in the

User’s Guide 217

Chapter 7: Interaction Properties Translations database are saved as UTC time, there is no standard function to get the current local date-time.

Database-specific functions can also be used to get the local time, such as

Microsoft SQL’s

getdate() or Oracle’s

sysdate.

Usage

_current_time()

Translations Performed by Database

For Oracle 9: cast(SYS_EXTRACT_UTC(SYSTIMESTAMP) as date)

For Microsoft SQL:

GETUTCDATE()

For DB2:

(CURRENT TIMESTAMP - CURRENT TIMEZONE)

_timestampdiff

Calculates the difference, in seconds, between two timestamps.

Both arguments should be of type timestamp, which differs depending on the database engine:

•

Oracle—date

•

Microsoft SQL—datetime

•

DB2—timestamp

Usage

_timestampdiff(timestamp date1, timestamp date2)

Translations Performed by Database

For Oracle 9:

(((date1) ñ (date2))*86400)

For Microsoft SQL: cast(cast(((date1) ñ (date2)) as float)*86400 as integer)

For DB2: timestampdiff( 2, char((date1) ñ (date2)) )

_timestampadd

Method of increasing and decreasing dates. Generates a date increased or decreased by a specified number of seconds. The second parameter can be negative, to make the result a date earlier than the original date.

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Usage

_timestampadd(timestamp date, integer seconds)

Translations Performed by Database

For Oracle 9:

(date + (seconds)/86400)

For Microsoft SQL: dateadd(second, seconds, date)

For DB2:

(date + (seconds) second)

_age

Calculates the age in seconds of the interaction; that is, the difference between the current time in UTC and the interaction attribute

ReceivedAt

Usage

_age()

Translations Performed by Database

For Oracle 9:

((cast(SYS_EXTRACT_UTC(SYSTIMESTAMP) as date) ñ received_at)*86400)

For Microsoft SQL: cast(cast((getutcdate() - received_at) as float)*86400 as integer)

For DB2: timestampdiff( 2, char((current timestamp - current timezone) ñ received_at))

_time_in_queue

Calculates the time, in seconds, that the interaction has spent in the queue; that is, the difference between the current time in UTC and the attribute

PlacedInQueueAt.

Usage

_time_in_queue()

Translations Performed by Database

For Oracle 9:

((cast(SYS_EXTRACT_UTC(SYSTIMESTAMP) as date) ñ placed_in_queue_at)*86400)

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Chapter 7: Interaction Properties Translations

For Microsoft SQL: cast(cast((getutcdate() ñ placed_in_queue_at) as float)*86400 as integer)

For DB2: timestampdiff( 2, char((current timestamp - current timezone) ñ placed_in_queue_at))

_time_in_same_queue

Same as

_time_in_queue except that it is based on the

MovedToQueueAt property, which is updated only when the interaction is placed into a queue that it has not been in before.

Provides a unified method of calculating the amount of time that the interaction has spent in the current queue. It calculates the difference in seconds between the current time in UTC and the attribute

MovedToQueueAt.

Usage

_time_in_same_queue()

Translations Performed by Database

For Oracle 9:

((cast(SYS_EXTRACT_UTC(SYSTIMESTAMP) as date) - moved_to_queue_at)*86400)

For Microsoft SQL: cast(cast((getutcdate() - moved_to_queue_at) as float)*86400 as integer)

For DB2: timestampdiff( 2, char((current timestamp - current timezone) - moved_to_queue_at))