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Business Result for multimedia

  • 1.  Business Result for multimedia

    Posted 12-09-2019 05:05

    Hello ,

    When we created the disposition on Voice interactions to be "business result" , we can see it automatically going to info mart and reflected on the out of the box business result reports of interactive insight.

    For Email interaction
    We have mapped the disposition code to "Business Result" in ICON .
    After we created an email interaction and applied the disposition, We can see that the "business result" attribute is written to icon multimedia DB in "G_USERDATA_HISTORY" table as per the below screenshot
    However , we can't see the business result on Infomart and so it's not coming on default reports of Genesys Interactive insight.
    What we are missing ? Is there a missing step to allow the business result to be sent to info mart for multimedia interactions



    Abdelrahman Mohamed
    IST Integration Services And Technologies Co.

  • 2.  RE: Business Result for multimedia

    GCAP Member
    Posted 12-10-2019 16:41
    I belive you should be recording the result against a KVP named BUSINESS_RESULT (note the underscore).  You can check the exact mapping you have in GIM by checking the UD_KEY_NAME column in the CTL_UD_TO_UDE_MAPPING table.

    Jason McLennan
    Commonwealth Bank of Australia