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How can we do to have multimedia interactions in Interaction_Resource_Fact table before the interaction has been distributed to agent?

  • 1.  How can we do to have multimedia interactions in Interaction_Resource_Fact table before the interaction has been distributed to agent?

    Posted 09-22-2015 14:33
    Hello,

    it seems that, for eServices interactions, the interaction is added in GIM Interaction_Resource_Fact table only when that interaction is distributed to agent.
    If I am right, could you please tell me how i could do in order to have the none distributed interaction in IRF table?

    Thank you in advance


  • 2.  RE: How can we do to have multimedia interactions in Interaction_Resource_Fact table before the interaction has been distributed to agent?

    Posted 10-06-2015 10:22
    Hi Abdou Aziz Gueye,

    You Can't get the data till that interaction is reaching to agent workbin.  there is one option link-msf-userdata option in GIM to get the information in MSF & UD (irf_user_data_cust_*,IRF_USER_DATA_KEYS..etc) data tables.
     


  • 3.  RE: How can we do to have multimedia interactions in Interaction_Resource_Fact table before the interaction has been distributed to agent?

    Posted 10-06-2015 14:31
    Hi there,

    This happens because in eServices the interaction is being held for a limited amount of time in the RAM of the IXN Server. Most of the time, for queued interactions, they are being held in the IXN Server DB and the queue will be the Interaction Queue that triggered the strategy.
    So you won't have an agent until it is distributed from the queue (to an agent or to other Interaction Queue / Workbin, which will be counted as "Distributed Other").

    Regards,
    Andrei