Question
AGL
AU
Last activity: 26 Sep 2022 21:33 EDT
Interaction History Summary is not working for Outbound Channels
Hi,
We have recently started using Interaction History summary in our application. For that we have created few interaction history summaries and materialized it based on the requirement. I could see Interaction history summary is working as expected for the Inbound channels, where the pxOutcometime of the IH records is very near to the current date time. These Inbound IH records are processed by the Interaction history summary and gives the expected results in the strategy as well.
But for the outbound direction IH records we are facing issues , where the difference between pxoutcometime and current date time is more. The strategies with Interaction history summary component is not giving the expected results ( I could see that the Outbound IH records are not processed by Interaction history summary). We have tried to re-create the Interaction history summary which was designed for outbound IH records, I could see that, the Interaction history summary processed the records from Interaction history table and the strategies were giving the expected results for few days and then it stopped working. Does the pxoutcometime affect the working of Interaction history summary? Also are we missing any configuration?
***Edited by Moderator Marije to add Support Case Details; update capability tags***
Accepted Solution
Updated: 26 Sep 2022 21:33 EDT
Pegasystems Inc.
GB
@NeerajaN4659 I can see that a support ticket was logged within days of you posting this question on the forum.
I have linked it here to help track the issue.
Your colleagues @AbhiteshK @AbhiteshK3842 @NishantK5584 have been involved with the investigation.
A new solution has been provided in the support ticket:
" the IH summary behavior is expected and it would not process records with time difference of more than 10 seconds, thus the behavior reported is not an issue with the Product.
The fix related to DSS I mentioned was provided for a specific customer scenario and the Product team mentioned it is not recommended to set a delay as it would impact the performance of the pre-aggregation flow.
One alternative to handle your scenario would be to set the pxOutcomeTime to current time in the IH table at the time of the insert and maintain another property/column in the IH table to store the actual outcome time.
The new property can then be used instead of pxOutcomeTime to filter the data."
The solution was acknowledged by Nishant Kumar and Abhitesh Kumar
Please can you log into MSP and confirm that the support team's solution resolves your issue?
Please use 'Accept Solution' on this post or post your reply with the solution once the issue is resolved.
Accenture
IN
@NeerajaN4659 I am also facing same issue. For outbound, none of the outcomes are aggregated except the initial Pending outcome. Please let me know if you have got any solution?
Accepted Solution
Updated: 26 Sep 2022 21:33 EDT
Pegasystems Inc.
GB
@NeerajaN4659 I can see that a support ticket was logged within days of you posting this question on the forum.
I have linked it here to help track the issue.
Your colleagues @AbhiteshK @AbhiteshK3842 @NishantK5584 have been involved with the investigation.
A new solution has been provided in the support ticket:
" the IH summary behavior is expected and it would not process records with time difference of more than 10 seconds, thus the behavior reported is not an issue with the Product.
The fix related to DSS I mentioned was provided for a specific customer scenario and the Product team mentioned it is not recommended to set a delay as it would impact the performance of the pre-aggregation flow.
One alternative to handle your scenario would be to set the pxOutcomeTime to current time in the IH table at the time of the insert and maintain another property/column in the IH table to store the actual outcome time.
The new property can then be used instead of pxOutcomeTime to filter the data."
The solution was acknowledged by Nishant Kumar and Abhitesh Kumar
Please can you log into MSP and confirm that the support team's solution resolves your issue?
Please use 'Accept Solution' on this post or post your reply with the solution once the issue is resolved.