Genesys Info Mart Overview

NITR for ASM Engage: ASM engage duration reporting -- In Outbound VoIP environments, with Outbound Contact campaigns running in an ASM (Active Switching Matrix) dialing mode, the time that the engaged agent is waiting to be connected to the customer (ASM engage duration) is now reported separately from agent talk time, if so configured. Two new columns, ASM_COUNT and ASM_ENGAGE_DURATION, that have been added to the INTERACTION_RESOURCE_FACT (IRF) table, are populated based on the setting for the new configuration option, populate-irf-asm-engage-duration. (The default option value is false.) Genesys Info Mart requires that OCS attaches a special KVP, GSW_CALL_TYPE="ENGAGING", to identify engaging calls.