I see RRequestedSkillCombination KVP column in EVREFEX table of call concentrator.I know this is a KVP that gets attached by URS.Can anybody tell me more about the value that gets populated in to this column by router.In CCON DB i see only null values being populated in to this column.I would also like to know about the other such KVPS that URS populates in user data section i.e -
The keys populated by URS are described in “Universal Routing 7.5 Reference Manual” - see description related to configuration option “report_targets”.
BTW That URS options has to be set to “true” otherwise the keys aren’t attached to a call. That could be a reason why you see nulls in ICON database…
The option “report_targets” is set to “True” in our environment and i see values in CCON for all other KVPs that i have mentioned above. I just don’t see values for RRequestedSkillCombination . I checked the URS 7.2 reference manual and could not find RRequestedSkillCombination in the description of "report_targets " option. Does this mean that its not a valid KVP to configure in CCON ?
I found a solved ticket (Genesys Solution Search, solution#1-159879786) saying that the key “RRequestedSkillCombination” isn’t attached even “report_targets” options is set to “true”. It’s necessary to use IRD function “FindServiceObjective” or attach that key manually using “Attach” function.
We are not attaching this particular KVP using attach/update function in our strategies . But i am not sure how one can use “FindServiceObjective” function to attach the same. We do use it in our strategies and my understanding is we can use it to attach following 4 KVPs in user data section of the interaction only - Customer Segment,Service Type,Media Type and Service Objective if report_targets option is set to “true” .
The keys RRequestedSkillCombination, CustomerSegment, ServiceType and ServiceObjective aren’t automatically attached to a call even with the option “report_targets” set to true. You have to use the function “FindServiceObjective” and/or the object “MultiAttach” to attach the keys.
You can find the same information in Genesys Info Mart 7.5 Deployment Guide.
What i had stated earlier is that we do use “FindServiceObjective” to attach following KVP - CustomerSegment, ServiceType and ServiceObjective .But i am not sure if we can attach RRequestedSkillCombination KVP using this function. The only way now i see this KVP being populated in CCON is by using attach/update function and explicitly attaching this and to expose this data set report_target to true.