Designer Attributes

From Genesys Documentation
Jump to: navigation, search
This topic is part of the manual Genesys CX Insights Multicloud Projects Reference Guide for version Current of Reporting.

Attributes that you can use to build IVR-related reports.


Important
Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

The Designer folder contains numerous attributes that you can use to build Designer-related reports.

Note the following:

  • When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.
Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Attributes are available in this folder and are described on this page.



Folder: Designer

Attribute name: Application ID

Folder: Designer
Description: Enables data to be organized by the unique ID associated with the Designer application.
>> Back to list

Attribute name: Application Key

Folder: Designer
Description: Enables data to be organized based on the application key. The default value (0) enables the return of data on all applications that meet the other report criteria.
>> Back to list

Attribute name: Application Name

Folder: Designer
Description: Enables data to be organized by the name of the self-service and/or assisted-service application (created using Designer).
>> Back to list

Attribute name: Application Version

Folder: Designer
Description: Enables data to be organized based on the custom version of the Designer application.
>> Back to list


Folder: Designer > Activity

Attribute name: Activity
Introduced: 9.0.013

Folder: Designer > Activity
Description: Enables data within the reporting interval to be organized by the name of the activity.
>> Back to list

Attribute name: Activity Key
Introduced: 9.0.013

Folder: Designer > Activity
Description: Enables data to be organized by the ID of the activity which is associated with the interaction.
>> Back to list

Attribute name: Completed Flag
Introduced: 9.0.013

Folder: Designer > Activity
Description: Enables data within the reporting interval to be organized by whether the activity was completed.
>> Back to list

Attribute name: Final Disposition

Folder: Designer > Activity
Description: Enables data to be organized by the high-level status assigned to a call when the caller exited the call flow, such as Transfer or Abandoned.

This status is set by the system. The report includes either Final Disposition or User Disposition, or neither, but not both.

Form(s): Final Disposition Type
Forms in this attribute:
Form: Final Disposition Type

Table.Column: SDR_CALL_DISPOSITION.DISPOSITION_TYPE
Data type: Text

Description: Enables data to be organized by the disposition, or status, assigned to a call when the caller exited the call flow, such as System Error, Application Timeout, Terminated (and reason for termination), Abandoned (and context of abandonment), or Routed (and routing destination).
>> Back to list


Folder: Designer > Bot

Attribute name: Bot
Introduced: 9.0.016

Folder: Designer > Bot
Description: Enables data to be organized by the bot that was involved in the session.
>> Back to list

Attribute name: Country

Folder: Designer > Bot
Description: Enables data to be organized by the country from which the call originates. The value is derived from the Country (such as Canada, France, USA) defined by the application designer.
Form(s): Country Code
Forms in this attribute:
Form: Country Code

Table.Column: SDR_GEO_LOCATION.COUNTRY.CODE
Data type:

Description: Enables data to be organized by the code for the country from which the call originates.
>> Back to list

Attribute name: DNIS

Folder: Designer > Bot
Description: Enables data to be organized by the Dialed number assigned to an application (DNIS = Dialed Number Identification Service).
>> Back to list

Attribute name: Intent
Introduced: 9.0.016

Folder: Designer > Bot
Description: Enables data to be organized by the customer intent.
>> Back to list

Attribute name: Language

Folder: Designer > Bot
Description: Enables data to be organized by the name of the language used by the application prompt playback. Identified by the LANGUAGE_CODE defined in the application.
Form(s): Language Code
Forms in this attribute:
Form: Language Code

Table.Column: SDR_LANGUAGE.LANGUAGE_CODE
Data type: Text

Description: The language code as defined in the application.
>> Back to list

Attribute name: Last Intent
Introduced: 9.0.016

Folder: Designer > Bot
Description: Enables data to be organized by the last customer intent that was identified before a session ended.
>> Back to list

Attribute name: Media Type
Introduced: 9.0.016

Folder: Designer > Bot
Description: Enables data to be organized by media type.
>> Back to list

Attribute name: Region

Folder: Designer > Bot
Description: Enables data to be organized by the geographic classification of the call. The value is derived from the Region (such as North America LTAM, North America APAC, or EMEA) defined by the application designer.
>> Back to list


Folder: Designer > Session

Attribute name: Bail Out

Folder: Designer > Session
Description: Enables data to be organized based on the unique ID associated with the Bail Out.
Form(s): Bail Out Milestone, Bail Out Milestone Path
Forms in this attribute:
Form: Bail Out Milestone

Table.Column: SDR_MILESTONE_BAILOUT.MILESTONE
Data type: Text

Description: Enables data to be organized based on the milestones that callers passed, including the last milestone reached before Bail Out.
Form: Bail Out Milestone Path

Table.Column: SDR_MILESTONE_BAILOUT.MILESTONE_PATH
Data type: Text

Description: Enables data to be organized based on the path taken by the callers as they move through the application flows before Bail Out.
>> Back to list

Attribute name: Call Type

Folder: Designer > Session
Description: Enables data to be organized by the type of call (Inbound, Outbound, Unknown).
Form(s): CallTypeDESC
Forms in this attribute:
Form:

Table.Column:
Data type:

Description:
>> Back to list

Attribute name: Country

Folder: Designer > Session
Description: Enables data to be organized by the country from which the call originates. The value is derived from the Country (such as Canada, France, USA) defined by the application designer.
Form(s): Country Code
Forms in this attribute:
Form: Country Code

Table.Column: SDR_GEO_LOCATION.COUNTRY.CODE
Data type:

Description: Enables data to be organized by the code for the country from which the call originates.
>> Back to list

Attribute name: Deflection

Folder: Designer > Session
Description: Enables data to be organized based on the milestones passed before deflection.
>> Back to list

Attribute name: Deflection Message

Folder: Designer > Session
Description: Enables data to be organized based on the Deflection Message.
>> Back to list

Attribute name: DNIS

Folder: Designer > Session
Description: Enables data to be organized by the Dialed number assigned to an application (DNIS = Dialed Number Identification Service).
>> Back to list

Attribute name: Exit Point

Folder: Designer > Session
Description: Enables data to be organized based on the exit point of the self-service application.
>> Back to list

Attribute name: Final Disposition

Folder: Designer > Session
Description: Enables data to be organized by the high-level status assigned to a call when the caller exited the call flow, such as Transfer or Abandoned.

This status is set by the system. The report includes either Final Disposition or User Disposition, or neither, but not both.

Form(s): Final Disposition Type
Forms in this attribute:
Form: Final Disposition Type

Table.Column: SDR_CALL_DISPOSITION.DISPOSITION_TYPE
Data type: Text

Description: Enables data to be organized by the disposition, or status, assigned to a call when the caller exited the call flow, such as System Error, Application Timeout, Terminated (and reason for termination), Abandoned (and context of abandonment), or Routed (and routing destination).
>> Back to list

Attribute name: Language

Folder: Designer > Session
Description: Enables data to be organized by the name of the language used by the application prompt playback. Identified by the LANGUAGE_CODE defined in the application.
Form(s): Language Code
Forms in this attribute:
Form: Language Code

Table.Column: SDR_LANGUAGE.LANGUAGE_CODE
Data type: Text

Description: The language code as defined in the application.
>> Back to list

Attribute name: Last

Folder: Designer > Session
Description: Enables data to be organized based on the last milestone that callers passed.
Form(s): Last Milestone Path
Forms in this attribute:
Form: Last Milestone Path

Table.Column: SDR_MILESTONE.MILESTONE_PATH
Data type:

Description: The path that the caller took prior to reaching the last milestone.
>> Back to list

Attribute name: Region

Folder: Designer > Session
Description: Enables data to be organized by the geographic classification of the call. The value is derived from the Region (such as North America LTAM, North America APAC, or EMEA) defined by the application designer.
>> Back to list

Attribute name: Strike Out

Folder: Designer > Session
Description: Enables data to be organized by whether the maximum number of retries for No Input or No Match was reached.
Form(s): Strike Out Milestone Path, Strike Out Milestone
Forms in this attribute:
Form: Strike Out Milestone

Table.Column: SDR_MILESTONE.MILESTONE
Data type: Text

Description: Enables data to be organized based on the name of the last milestone passed by the caller prior to strikeout.
Form: Strike Out Milestone Path

Table.Column: SDR_MILESTONE.MILESTONE_PATH
Data type: Text

Description: Enables data to be organized based the paths taken by callers as they move through the application flows prior to strikeout.
>> Back to list

Attribute name: User Disposition

Folder: Designer > Session
Description: Enables data to be organized based on the high-level status of the call when the caller exited the call flow, such as Transfer or Abandoned.
Form(s): User Disposition Type
Forms in this attribute:
Form: User Disposition Type

Table.Column: SDR_CALL_DISPOSITION.DISPOSITION_TYPE
Data type: Text

Description: The disposition, or status, assigned to a call when the caller exited the call flow, such as System Error, Application Timeout, Terminated (and reason for termination), Abandoned (and context of abandonment), or Routed (and routing destination).
>> Back to list


Folder: Designer > Session > Detail

Attribute name: Session Detail

Folder: Designer > Session > Detail
Description: Enables data to be organized by details associated with the session.
>> Back to list

Attribute name: Session ID SSuF

Folder: Designer > Session > Detail
Description: Enables data to be organized by a key for a particular session from the SDR Survey Fact table
>> Back to list


Folder: Designer > Session Block

Attribute name: Block

Folder: Designer > Session Block
Description: Enables data to be organized by application block.
>> Back to list

Attribute name: Country

Folder: Designer > Session Block
Description: Enables data to be organized by the country from which the call originates. The value is derived from the Country (such as Canada, France, USA) defined by the application designer.
Form(s): Country Code
Forms in this attribute:
Form: Country Code

Table.Column: SDR_GEO_LOCATION.COUNTRY.CODE
Data type:

Description: Enables data to be organized by the code for the country from which the call originates.
>> Back to list

Attribute name: DNIS

Folder: Designer > Session Block
Description: Enables data to be organized by the Dialed number assigned to an application (DNIS = Dialed Number Identification Service).
>> Back to list

Attribute name: Language

Folder: Designer > Session Block
Description: Enables data to be organized by the name of the language used by the application prompt playback. Identified by the LANGUAGE_CODE defined in the application.
Form(s): Language Code
Forms in this attribute:
Form: Language Code

Table.Column: SDR_LANGUAGE.LANGUAGE_CODE
Data type: Text

Description: The language code as defined in the application.
>> Back to list

Attribute name: Region

Folder: Designer > Session Block
Description: Enables data to be organized by the geographic classification of the call. The value is derived from the Region (such as North America LTAM, North America APAC, or EMEA) defined by the application designer.
>> Back to list


Folder: Designer > Session Milestone

Attribute name: Call Type

Folder: Designer > Session Milestone
Description: Enables data to be organized by the type of call (Inbound, Outbound, Unknown).
Form(s): CallTypeDESC
Forms in this attribute:
Form:

Table.Column:
Data type:

Description:
>> Back to list

Attribute name: Country

Folder: Designer > Session Milestone
Description: Enables data to be organized by the country from which the call originates. The value is derived from the Country (such as Canada, France, USA) defined by the application designer.
Form(s): Country Code
Forms in this attribute:
Form: Country Code

Table.Column: SDR_GEO_LOCATION.COUNTRY.CODE
Data type:

Description: Enables data to be organized by the code for the country from which the call originates.
>> Back to list

Attribute name: DNIS

Folder: Designer > Session Milestone
Description: Enables data to be organized by the Dialed number assigned to an application (DNIS = Dialed Number Identification Service).
>> Back to list

Attribute name: Exit Point

Folder: Designer > Session Milestone
Description: Enables data to be organized based on the exit point of the self-service application.
>> Back to list

Attribute name: Final Disposition

Folder: Designer > Session Milestone
Description: Enables data to be organized by the high-level status assigned to a call when the caller exited the call flow, such as Transfer or Abandoned.

This status is set by the system. The report includes either Final Disposition or User Disposition, or neither, but not both.

Form(s): Final Disposition Type
Forms in this attribute:
Form: Final Disposition Type

Table.Column: SDR_CALL_DISPOSITION.DISPOSITION_TYPE
Data type: Text

Description: Enables data to be organized by the disposition, or status, assigned to a call when the caller exited the call flow, such as System Error, Application Timeout, Terminated (and reason for termination), Abandoned (and context of abandonment), or Routed (and routing destination).
>> Back to list

Attribute name: Language

Folder: Designer > Session Milestone
Description: Enables data to be organized by the name of the language used by the application prompt playback. Identified by the LANGUAGE_CODE defined in the application.
Form(s): Language Code
Forms in this attribute:
Form: Language Code

Table.Column: SDR_LANGUAGE.LANGUAGE_CODE
Data type: Text

Description: The language code as defined in the application.
>> Back to list

Attribute name: Milestone

Folder: Designer > Session Milestone
Description: Enables data to be organized by user-defined milestones and milestone paths. The first column lists the milestones that the caller passed, including the last milestone, and the second column concatenates the milestones passed (so far) by the caller.
Form(s): Milestone Name, Milestone Path
Forms in this attribute:
Form: Milestone Name

Table.Column: SDR_MILESTONE_MILESTONE_NAME
Data type: Text

Description: Enables data to be organized based on the name of the last milestone passed by the caller.
Form: Milestone Path

Table.Column: SDR_MILESTONE_MILESTONE_PATH
Data type: Text

Description: Enables data to be organized based on the milestones passed (so far) by the caller.
>> Back to list

Attribute name: Region

Folder: Designer > Session Milestone
Description: Enables data to be organized by the geographic classification of the call. The value is derived from the Region (such as North America LTAM, North America APAC, or EMEA) defined by the application designer.
>> Back to list

Attribute name: User Disposition

Folder: Designer > Session Milestone
Description: Enables data to be organized based on the high-level status of the call when the caller exited the call flow, such as Transfer or Abandoned.
Form(s): User Disposition Type
Forms in this attribute:
Form: User Disposition Type

Table.Column: SDR_CALL_DISPOSITION.DISPOSITION_TYPE
Data type: Text

Description: The disposition, or status, assigned to a call when the caller exited the call flow, such as System Error, Application Timeout, Terminated (and reason for termination), Abandoned (and context of abandonment), or Routed (and routing destination).
>> Back to list


Folder: Designer > Survey

Attribute name: Multi - Agent

Folder: Designer > Survey
Description: Enables data to be organized by whether more than one agent interacted with the customer (Y or N). If this value is Y (Yes), the responses shown in the report pertain to the last agent who interacted with the customer.

However, customer responses in such scenarios might also reflect the customer interaction with other agents who were involved in the call at an earlier time.

>> Back to list

Attribute name: Survey Answer

Folder: Designer > Survey
Description: Enables data to be organized by survey answer.
Form(s): Survey Answer (Int), Survey Answer (Str)
Forms in this attribute:
Form: Survey Answer (Int)

Table.Column: SDR_SURVEY_ANSWERS.SURVEY_ANSWER_INT
Data type: Text

Description: Enables data to be organized based on the integer answers given for custom survey questions.
Form: Survey Answer (Str)

Table.Column: SDR_SURVEY_ANSWERS.SURVEY_ANSWER_STR
Data type: Text

Description: Enables data to be organized based on the string answers given for custom survey questions.
>> Back to list

Attribute name: Survey Question

Folder: Designer > Survey
Description: Enables data to be organized by survey question.
>> Back to list