Attributes

Attributes are used to capture and retrieve interactions based on real criteria associated with employees (such as an Employee ID), contacts (such as number of holds), devices (including extensions) and CTI events (such as a call ID). You can use them to establish the conditions that trigger captures, using recording rules, and to tag interactions, by mapping them to custom data.

There are both standard attributes, which are predefined and have specific values or behaviors, and custom attributes, which are created to serve specific business needs using data present in a particular environment.

Values for standard attributes are pulled from different places. For example, Employee attributes are obtained from the Employee configuration, Contact attributes are collected from information in the contacts, and CTI attributes are received or derived from CTI.

In certain cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. attributes won’t have values. This can be because configuration is incomplete, there are third-party limitations, or the attributes are simply not applicable to a given environment. If the standard attributes don’t contain the data need, you can create new ones.

Error message on the Attributes screen

After a system upgrade, the following error message can display on the Attributes screen:

"The extended custom data migration has not run successfully yet. This migration will run every three minutes until it succeeds. You cannot configure custom data mapping until the migration succeeds."

When the migration succeeds, the error message above is cleared from the screen and you can configure custom data mapping.

If the migration fails continuously, note the following.

The migration is done in two places:

In the QM database, which migrates the custom data.
In Enterprise Manager, which migrates the custom data to attribute mapping.

Step 2 has a dependency on step 1. In a Level 4 deployment, where the QM/Contact database migration is run later, step 2 cannot complete. Also, if the BPMAINDB and WFO migration runs before the QM and QM database migration, step 2 cannot complete. In both of these cases, the error message displays on the screen. Once step 1 is complete, step 2 is retried in Enterprise Manager, and when the migration is complete, the error message is cleared from the screen.

In the event of an unrecoverable error, you must examine the logs to determine the problem.