I'm trying to set things up so that the InteractionsInFocus attribute is populated with the in-focus information. I've seen it in customer logs, but am trying to reproduce it in our environment to add support for reporting on the in-focus time based on the interaction server events (what we have visibility to). I've found the options to configure WDE to auto-focus and accept multiple concurrent interactions, but I'm not seeing the focus event attributes being populated. Does anyone happen to know if this is in ICON, URS, ORS, Interaction Server, somewhere else altogether, or some custom thing a customer had done that we shouldn't bother supporting?
#Unsure/Other

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Robert McCarthy
Aria Solutions
Software Developer
GPlus WFM Adapters
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• Ensure that reporting.case.report-case-in-focus-duration = true in WDE
• Ensure that the ICON for Interaction Server is configured as here

That should be it.

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Jason McLennan
Commonwealth Bank of Australia
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Original Message:
Sent: 03-04-2020 16:18
From: Robert McCarthy
Subject: in focus interaction attributes

I'm trying to set things up so that the InteractionsInFocus attribute is populated with the in-focus information. I've seen it in customer logs, but am trying to reproduce it in our environment to add support for reporting on the in-focus time based on the interaction server events (what we have visibility to). I've found the options to configure WDE to auto-focus and accept multiple concurrent interactions, but I'm not seeing the focus event attributes being populated. Does anyone happen to know if this is in ICON, URS, ORS, Interaction Server, somewhere else altogether, or some custom thing a customer had done that we shouldn't bother supporting?
#Unsure/Other

------------------------------
Robert McCarthy
Aria Solutions
Software Developer
GPlus WFM Adapters
------------------------------