Genesys Multicloud CX on-premises (formerly Engage on-premises)

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Disposition Code KVP is not captured in InfoMart

  • 1.  Disposition Code KVP is not captured in InfoMart

    Posted 07-15-2021 02:15
    KVP for Disposition Code is not Captured in InfoMart for below Scenarios
    • When Agent disconnects the inbound call then selects the disposition code and Mark done
    • When Customer disconnects the call then agent selects the disposition code and Mark done
    But Disposition Code is captured for below scenarios
    • When Agent selects the disposition code and  then disconnects the inbound call and Mark done
    ICON XML CONFIG:
    <key name="disposition"   source="userdata" history="all"/>Infomart CTL_UD_TO_UDE_MAPPING:
    UD_KEY_NAME = disposition
    UDE_TABLE_NAME = USER_DATA_CUST_DIM_3
    UDE_COLUMN_NAME = DIM_ATTRIBUTE_2
    PROPAGATION_RULE = PARTY

    GAX CONFIG :
    interaction.disposition.key-name = DISPOSITION_CODE
    interaction.disposition.is-mandatory = true
    interaction.disposition.is-read-only-on-idle = true
    interaction.disposition.use-connection-id = true
    interaction.disposition.use-attached-data = true

    #Reporting/Analytics

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    Maragatham Sadaiyandi
    Oracle America Inc.
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  • 2.  RE: Disposition Code KVP is not captured in InfoMart

    GCAP Member
    Posted 07-16-2021 02:28
    Sounds like you may not have configured ICON to capture the userevent data.  IT's working when dispositioned while a call exists, because it's updating the userdata on the interaction.  But if an interaction has ended, then it needs to be sent as a userevent.  check your ICON config.
    [custom-states]
    store-event-data = conf
    EventData = char,DISPOSITION_CODE

    Alternative to the above would be to set store-event-data to all

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    Jason McLennan
    Commonwealth Bank of Australia
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