Support Article

IH does not differentiate PXOUTCOMETIME for multiple disposition

SA-26239

Summary



Interaction History (IH) does not differentiate PXOUTCOMETIME for multiple disposition. IVR application does neutral disposition while making recommendation.

After that if user disposition any recommendation in same call, then PXOUTCOMETIME in Interaction History (IH) table does not change which result in picking up neutral disposition in Strategy while during next call. IH data is loaded in Clipboard by clicking Interaction history tab on Proportion import component and enabling Interaction History.


Error Messages



Not Applicable


Steps to Reproduce



1. Make recommendation and disposition neutral disposition in IH table.

2. Capture Accept or Decline disposition for same session.
3. Review PXOUTCOMETIME field in IH table and that will present same value.
4. For same account and MTN, if Strategy load IH data for next transaction for same customer, then it will pick up neutral disposition instead of Accept or Decline IH record.

Root Cause



PXOUTCOMETIME was set at application level.

Resolution



Solution was implemented such that PXOUTCOMETIME will be set by platform and not application for each capture response.

​This solution ensures that PXOUTCOMETIME time would be unique for each disposition to Interaction History table.

Published July 29, 2016 - Updated August 11, 2016

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