DES/Current/Designer/SdrRef - Revision history

WikiSysop at 02:30, April 15, 2022

2022-04-15T02:30:23Z

WikiSysop at 19:43, March 30, 2022

2022-03-30T19:43:12Z

Brian.marshall@genesys.com: Published

2021-12-16T14:53:32Z

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Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/SdrRef to DES/Current/Designer/SdrRef: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:57:56Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/SdrRef to DES/Current/Designer/SdrRef: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

2021-03-30T17:42:10Z

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WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:10Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:20Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

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{{Article
|Standalone=No
|DisplayName=Session Detail Record (SDR) Fields Reference
|TocName=Session Detail Record (SDR) Fields Reference
|Context=This page lists some of the most commonly used Session Detail Record (SDR) fields. It is not intended as a comprehensive list of all SDR fields used by Designer.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=In most cases, the most commonly used Session Detail Record (SDR) fields are automatically populated with {{Link-SomewhereInThisManual|topic=SdrRef|anchor=autopop|display text=system-generated values}}. But in some cases, the values are based on {{Link-SomewhereInThisManual|topic=SdrRef|anchor=manual|display text=information provided by the application developer}}, such as the name of the country and the language of the application.

The SDR fields are organized according to the block category (or classification) they are most typically associated with.

{{NoteFormat|Not sure which category your field belongs to? Use the search function in your browser to see if it's listed on this page. For example, in Chrome, press '''CTRL + F''' to open the search tool.|2}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Session Data
|anchor=SessionData
|alignment=Vertical
|Media=
|image=
|structuredtext=The following SDR fields contain values that are sourced from data collected during various phases of the application session. They are mostly used for generating reports on the {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashboards|display text=Designer Dashboards}} but can also be used for troubleshooting.

{{AnchorDiv|autopop}}
===Values set by Designer===
{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>@endtime</tt>
{{!}}Timestamp of when the interaction ended.
Example: <tt>2017-03-08T01:56:26.085Z</tt>
{{!}}-
{{!}}<tt>@timestamp</tt>
{{!}}Timestamp of when the interaction started.
Example: <tt>2017-03-08T01:56:12.037Z</tt>
{{!}}-
{{!}}<tt>ANI</tt>
{{!}}The caller's phone number (or Caller ID).
{{!}}-
{{!}}<tt>asduration</tt>
{{!}}Length of time that the call was in the Assisted Service phase.
{{!}}-
{{!}}<tt>asend</tt>
{{!}}Timestamp of when the Assisted Service (or IVR) phase of the interaction ended. If the interaction was routed, this value represents the time that the session exited the Self Service phase.
Example: <tt>2017-03-08T01:56:20.937Z</tt>
{{!}}-
{{!}}<tt>asstart</tt>
{{!}}Timestamp of when the interaction entered the Assisted Service phase.
Example: <tt>2017-03-08T01:56:20.933Z</tt>
{{!}}-
{{!}}<tt>callEndReason</tt>
{{!}}Indicates why a call ended, such as whether it was terminated in Self Service, Assisted Service, or due to a System Error.
{{!}}-
{{!}}<tt>DNIS</tt>
{{!}}The phone number that the caller dialed.
{{!}}-
{{!}}<tt>duration</tt>
{{!}}Duration of the total session, in milliseconds (ms). '''Tip:''' To calculate the duration of blocks execution and exclude session wrap-up time, subtract the value of the <tt>operationalOverheadDuration</tt> field from this value.
{{!}}-
{{!}}<tt>operationalOverheadDuration</tt>
{{!}}Total time that the application was in an idle state (typically, this occurs just before the session finalizes).
{{!}}-
{{!}}<tt>finalDisposition</tt>
{{!}}Status of an interaction at the time it exited the application flow, such as whether it was routed to an agent or the caller hung up. (See {{Link-SomewhereInThisManual|topic=SummaryDash|anchor=Count_by_Disposition|display text=Count by Disposition}} for more information about dispositions.)
{{!}}-
{{!}}<tt>InteractionCategory</tt>
{{!}}Channel type used for the interaction (voice, chat, or email).
{{!}}-
{{!}}<tt>InteractionID</tt>
{{!}}Unique ID of the interaction. This ID can be used to track an interaction across multiple application sessions (or multiple instances of the ''same'' application).
{{!}}-
{{!}}<tt>ssduration</tt>
{{!}}Amount of time that the caller spent in the Self Service phase of the application (in milliseconds).
{{!}}-
{{!}}<tt>ssend</tt>
{{!}}Timestamp of when the Self Service (or IVR) portion of the interaction ended.
{{!}}-
{{!}}<tt>ssstart</tt>
{{!}}Timestamp of when the Self Service phase of the application started.
{{!}}-
{{!}}}
{{AnchorDiv|manual}}
===Values set by application developer===
These fields are populated with values that were provided by the application developer.
{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>activities</tt>
{{!}}List of activities encountered in the interaction. Activities are defined in an {{Link-SomewhereInThisManual|topic=Activity|anchor=top|display text=Activity block}} or automatically captured when an interaction enters or exits a {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared module}}.
{{!}}-
{{!}}<tt>activitycount</tt>
{{!}}Number of activities that were referenced in the interaction.
{{!}}-
{{!}}<tt>CountryName</tt>
{{!}}Name of the country.
{{!}}-
{{!}}<tt>LanguageName</tt>
{{!}}Language of the application.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Business Controls
|anchor=BusinessControls
|alignment=Vertical
|Media=
|image=
|structuredtext=These fields contain values sourced from {{Link-SomewhereInThisManual|topic=BusinessCtrlBlocks|anchor=top|display text=Business Controls}} blocks.
{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>businesshourserrcount</tt>
{{!}}Number of times a {{Link-SomewhereInThisManual|topic=BusinessHrs|anchor=top|display text=Business Hours block}} was accessed during the interaction.
{{!}}-
{{!}}<tt>businesshoursextcount</tt>
{{!}}Total number of external business hours checks that occurred within a session.
{{!}}-
{{!}}<tt>businesshoursreqcount</tt>
{{!}}Total number of requests for business hours checks that occurred within a session.
{{!}}-
{{!}}<tt>emergencieserrcount</tt>
{{!}}Total number of {{Link-SomewhereInThisManual|topic=EmergencyFlags|anchor=top|display text=emergency flag}} checks within a session.
{{!}}-
{{!}}<tt>emergenciesextcount</tt>
{{!}}Total number of external {{Link-SomewhereInThisManual|topic=EmergencyFlags|anchor=top|display text=emergency flag}} checks within a session.
{{!}}-
{{!}}<tt>specialdayserrcount</tt>
{{!}}Total number of special days checked within a session (all checks in a single {{Link-SomewhereInThisManual|topic=SpecialDay|anchor=top|display text=Special Day}} block count as one check).
{{!}}-
{{!}}<tt>specialdaysextcount</tt>
{{!}}Total number of special days checked externally within a session (all checks in a single {{Link-SomewhereInThisManual|topic=SpecialDay|anchor=top|display text=Special Day}} block count as one check).
{{!}}-
{{!}}<tt>specialdaysreqcount</tt>
{{!}}Total number of exceptions encountered when checking special days (all errors in a single {{Link-SomewhereInThisManual|topic=SpecialDay|anchor=top|display text=Special Day}} block count as one check).
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Routing Data
|anchor=RoutingData
|alignment=Vertical
|Media=
|image=
|structuredtext=These fields contain values sourced from {{Link-SomewhereInThisManual|topic=RoutingBlocks|anchor=top|display text=Routing}} blocks.
{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>routingBlockCount</tt>
{{!}}Number of routing blocks that were hit within a session.
{{!}}-
{{!}}<tt>routingBlockTimeoutCount</tt>
{{!}}Number of times that routing blocks timed out.
{{NoteFormat|A high number here can indicate that customers are waiting too long in the queue for some reason. For example, skill levels might be set too high or there are not enough agents available.|2}}
{{!}}-
{{!}}<tt>routingCallHandlingType</tt>
{{!}}Indicates the type of routing used for the call (<tt>default</tt> or <tt>consult</tt>).
{{!}}-
{{!}}<tt>routingLCAAttempted</tt>
{{!}}Indicates if '''Last Called Agent''' routing was attempted (this option can be enabled on the {{Link-SomewhereInThisManual|topic=RouteAgent|anchor=top|display text=Route Agent}} block).
{{!}}-
{{!}}<tt>routingSkillRelaxationCount</tt>
{{!}}Number of routing blocks that used skill relaxation.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=User Interaction
|anchor=UserInteraction
|alignment=Vertical
|Media=
|image=
|structuredtext=These fields contain values sourced from {{Link-SomewhereInThisManual|topic=UserIntBlocks|anchor=top|display text=User Interaction}} blocks.
{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>inputcount</tt>
{{!}}Total number of {{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input blocks}} executed during a session.
{{!}}-
{{!}}<tt>nicount</tt>
{{!}}Total count of '''No Input''' instances that occurred for Input class blocks ({{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input}} and {{Link-SomewhereInThisManual|topic=Menu|anchor=top|display text=Menu}}).
{{!}}-
{{!}}<tt>nmcount</tt>
{{!}}Total count of '''No Match''' instances that occurred for Input class blocks ({{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input}} and {{Link-SomewhereInThisManual|topic=Menu|anchor=top|display text=Menu}}).
{{!}}-
{{!}}<tt>strikeoutcount</tt>
{{!}}Count of inputs where the maximum number of permitted attempts was exceeded.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=External Requests
|anchor=ExternalRequests
|alignment=Vertical
|Media=
|image=
|structuredtext=These fields contain values sourced from {{Link-SomewhereInThisManual|topic=ExtServBlocks|anchor=top|display text=External Services}} blocks.

{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>extreqcount</tt>
{{!}}Total number of {{Link-SomewhereInThisManual|topic=ExtServBlocks|anchor=top|display text=external requests}}.
{{!}}-
{{!}}<tt>extreqerrorcount</tt>
{{!}}Total number of failed {{Link-SomewhereInThisManual|topic=ExtServBlocks|anchor=top|display text=external requests}}.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=User Milestone
|anchor=UserMilestone
|alignment=Vertical
|Media=
|image=
|structuredtext=These fields contain values sourced from user-defined milestones (such as those defined in a {{Link-SomewhereInThisManual|topic=Milestone|anchor=top|display text=Milestone}} block or {{Link-SomewhereInThisManual|topic=Menu|anchor=top|display text=Menu}} block) and {{Link-SomewhereInThisManual|topic=SurveyBlocks|anchor=top|display text=Survey}} blocks.

{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>FinalUserMilestone</tt>
{{!}}The last milestone in the {{Link-SomewhereInThisManual|topic=SdrRef|anchor=milestones|display text=milestones}} array at the end of the application session.
{{!}}-
{{!}}<tt>LastMilestone</tt>
{{!}}Tracks the most recent milestone encountered.
{{!}}-
{{!}}<tt>milestones</tt>
{{!}}List containing the system milestones that were encountered. Milestones indicate special points or transitions in the application, such as phases starting, phases ending, or an application terminating.
'''Note:''' These values can be auto-populated by Designer or provided by the application developer.
{{!}}-
{{!}}<tt>userMilestones</tt>
{{!}}Milestones that were defined in {{Link-SomewhereInThisManual|topic=Milestone|anchor=top|display text=Milestone blocks}} or set in other blocks, such as {{Link-SomewhereInThisManual|topic=Menu|anchor=top|display text=Menu}}.
'''Note:''' These values can be auto-populated by Designer or provided by the application developer.
{{!}}-
{{!}}<tt>usermilestonecount</tt>
{{!}}Number of user-defined milestones hit in the session.
{{!}}-
{{!}}<tt>userMilestonesPath</tt>
{{!}}Names of all milestones hit during the call.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Activity
|anchor=Activity
|alignment=Vertical
|Media=
|image=
|structuredtext=These fields contain values sourced from {{Link-SomewhereInThisManual|topic=Activity|anchor=top|display text=Activity}} blocks.

{{{!}}
! width="" "25%"{{!}}'''Field'''
!'''Description'''
{{!}}-
{{!}}<tt>activities</tt>
{{!}}List of activities encountered in the interaction. Activities are defined in an {{Link-SomewhereInThisManual|topic=Activity|anchor=top|display text=Activity block}} or automatically captured when an interaction enters or exits a {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared module}}.
{{!}}-
{{!}}<tt>activitycount</tt>
{{!}}Number of activities that were referenced in the interaction.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 312: / Line 312: @@
 {{!}}-
 {{!}}attributeslist
-{{!}}Object with each Key/Value pair (KVP) appearing as a property that is set to the KVP value.
+{{!}}Object with each key-value pair (KVP) appearing as a property that is set to the KVP value. (See also: {{Link-SomewhereInThisVersion|manual=Designer|topic=ECMAScript|anchor=setAttributes|display text=setAttributes}})
 {{!}}Generic Attributes
 {{!}}Designer

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=This page lists some of the most commonly used Session Detail Record (SDR) fields. It is not intended as a comprehensive list of all SDR fields used by Designer.
+|structuredtext=This page lists some of the most commonly used Session Detail Record (SDR) fields. It is not intended as a comprehensive list of all SDR fields used by Designer. Each entry notes whether the value is set by '''Designer''' (i.e. system-generated) or provided by the application '''Developer'''.
-Each entry notes whether the value is set by '''Designer''' (i.e. system-generated) or provided by the application '''Developer'''.
+The '''Category''' associates each field with the source of its value. For example, it indicates if the value was pulled from '''Session Information''' (captured during application runtime) or from certain types of blocks that were encountered, such as '''Routing''' or '''Business Controls'''.
-The '''Category''' associates each field with the source of its value. For example, it indicates if the value was pulled from '''Session Information''' (captured during application runtime) or from certain types of blocks that were encountered, such as '''Routing''' or '''Business Controls'''.
+You can click the arrows in the column headers to sort the items alphabetically.
-You can click the arrows in the column headers to sort the items alphabetically. {{NoteFormat|To quickly check if a field is listed on this page, you can use the search function in your browser. For example, in Chrome, press '''CTRL + F''' to open the search tool.|2}}
+{{NoteFormat|To quickly check if a field is listed on this page, you can use the search function in your browser. For example, in Chrome, press '''CTRL + F''' to open the search tool.|2}}
 |Status=No
 }}{{Section

@@ Line 92: / Line 92: @@
 {{!}}-
 {{!}}finalDisposition
-{{!}}Disposition code indicating the status of the interaction at the time it exited the application flow. For example, this value can indicate if the interaction was routed to an agent or the customer disconnected from the call. Disposition codes can be enabled in the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationPhases|anchor=finalize|display text=Finalize}} phase. For more information, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationPhases|display text=disposition codes}}.
+{{!}}Disposition code indicating the status of the interaction at the time it exited the application flow. For example, this value can indicate if the interaction was routed to an agent or the customer disconnected from the call. Disposition codes can be enabled in the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationPhases|anchor=finalize|display text=Finalize}} phase. For more information, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationPhases|anchor=dispositions|display text=disposition codes}}.
 {{!}}Session Information
 {{!}}Designer
@@ Line 351: / Line 351: @@
 {{!}}Total number of exceptions that were encountered when the application was performing Special Day checks. All errors encountered in a single {{Link-SomewhereInThisVersion|manual=Designer|topic=SpecialDay|display text=Special Day block}} count as one check.
 {{!}}Business Controls
 {{!}}Designer
 {{!}}-

@@ Line 16: / Line 16: @@
 The '''Category''' associates each field with the source of its value. For example, it indicates if the value was pulled from '''Session Information''' (captured during application runtime) or from certain types of blocks that were encountered, such as '''Routing''' or '''Business Controls'''.
-You can use the column headers to sort the items.{{NoteFormat|To quickly check if a field is listed on this page, you can use the search function in your browser. For example, in Chrome, press '''CTRL + F''' to open the search tool.|2}}
+You can click the arrows in the column headers to sort the items alphabetically. {{NoteFormat|To quickly check if a field is listed on this page, you can use the search function in your browser. For example, in Chrome, press '''CTRL + F''' to open the search tool.|2}}
 |Status=No
 }}{{Section

← Older revision	Revision as of 13:57, April 21, 2021
(No difference)

@@ Line 3: / Line 3: @@
 |DisplayName=Session Detail Record (SDR) Fields Reference
 |TocName=Session Detail Record (SDR) Fields Reference
-|Context=This page lists some of the most commonly used Session Detail Record (SDR) fields. It is not intended as a comprehensive list of all SDR fields used by Designer.
+|Context=This page lists some of the most commonly used Session Detail Record (SDR) fields.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud

@@ Line 5: / Line 5: @@
 |Context=This page lists some of the most commonly used Session Detail Record (SDR) fields. It is not intended as a comprehensive list of all SDR fields used by Designer.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/SdrRef - Revision history

WikiSysop at 02:30, April 15, 2022

WikiSysop at 19:43, March 30, 2022

Brian.marshall@genesys.com: Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/SdrRef to DES/Current/Designer/SdrRef: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

Brian.marshall@genesys.com: Published

Brian.marshall@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"