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Agent Attributes

Use attributes from the Agent folder to build agent-related reports.

Note the following:

  • When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.
Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.


The following Attributes are available in this folder and are described on this page.

Agent

Agent > Activity

Agent > Activity > Activity Call Survey

Agent > Activity > Activity User Data Example

Agent > Activity > Queue

Agent > Detail

  • There are no attributes in this folder

Agent > Detail > Ixn State

Agent > Detail > Session

Agent > Detail > State

Agent > Group Membership

Agent > State and Reason

Agent > State and Reason > Interaction State

Agent > State and Reason > Interaction State > Interaction Predictive Routing

Agent > State and Reason > Summarized State

  • There are no attributes in this folder


Folder: Agent

Attribute name: Agent Group
Folder: Agent
Description: Enables data within the reporting interval to be organized by the groups to which agents belong. An agent can belong to more than one agent group.
Database table: GROUP_A.GROUP_NAME (WHERE GROUP_.GROUP_TYPE_CODE in ('AGENT', 'UNKNOWN','NO_VALUE'))
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Attribute name: Agent Name
Folder: Agent
Description: Enables data to be organized by certain attributes of the agent who is associated with the interaction.
Database table: RESOURCE_A.AGENT_NAME
Form(s): User Name, Last Name, First Name, Employee ID
Forms in this attribute:
Form: Employee ID

Table.Column: RESOURCE_A.EMPLOYEE_ID
Data type: Text

Description: Enables data to be organized by the Employee ID of the agent who is associated with the interaction.
Form: First Name

Table.Column: RESOURCE_A.AGENT_FIRST_NAME
Data type: Text

Description: Enables data to be organized by the first name of the agent who is associated with the interaction.
Form: Last Name

Table.Column: RESOURCE_A.AGENT_LAST_NAME
Data type: Text

Description: Enables data to be organized by the last name of the agent who is associated with the interaction.
Form: User Name

Table.Column: RESOURCE_A.RESOURCE_NAME
Data type: Text

Description: Enables data to be organized by the user name of the agent who is associated with the interaction.
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Attribute name: Agent Resource Key
Folder: Agent
Description: Enables data within the reporting interval to be organized by the ID of the agent associated with the interaction.

This attribute is reserved for internal computations.

Database table: AG2_AGENT_CAMPAIGN_*.RESOURCE_KEY, AG2_AGENT_*.RESOURCE_KEY, AG2_CHAT_AGENT_*.RESOURCE_KEY, AG2_I_AGENT_*.RESOURCE_KEY, AG2_I_MN_*.RESOURCE_KEY, AG2_I_SESS_*.RESOURCE_KEY, AG2_I_STATE_*.RESOURCE_KEY, AG2_SDR_SURVEY_*.RESOURCE_KEY, IF_IRF_GPM_FACT_GI2.RESOURCE_KEY, INTERACTION_RESOURCE_FACT_GI2.RESOURCE_KEY, RESOURCE_A.RESOURCE_KEY, RESOURCE_GROUP_FACT_GI2.RESOURCE_KEY, SM_RES_SESSION_FACT_GI2.RESOURCE_KEY, SM_RES_STATE_FACT_GI2.RESOURCE_KEY, SM_RES_STATE_REASON_FACT_GI2.RESOURCE_KEY, _SM_RES_STATE_REASON_FAC.RESOURCE_KEY, AG2_AGENT_QUEUE_*.AGENT_RESOURCE_KEY, AG2_COBROWSE_AGENT_*.AGENT_RESOURCE_KEY
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Attribute name: Group Combination Key
Folder: Agent
Description: Enables data within the reporting interval to be organized by the related primary key of the RESOURCE_GROUP_COMBINATION attribute.

This attribute is reserved for internal computations.

Database table: RESOURCE_GROUP_COMBINATION.GROUP_COMBINATION_KEY, AG2_AGENT_CAMPAIGN_*.GROUP_COMBINATION_KEY, AG2_AGENT_*.GROUP_COMBINATION_KEY, AG2_CHAT_AGENT_*.GROUP_COMBINATION_KEY, AG2_I_AGENT_*.GROUP_COMBINATION_KEY, AG2_I_MN_*.GROUP_COMBINATION_KEY, AG2_I_SESS_*.GROUP_COMBINATION_KEY, AG2_I_STATE_*.GROUP_COMBINATION_KEY, AG2_SDR_SURVEY_*.GROUP_COMBINATION_KEY, AG2_AGENT_QUEUE_*.AGENT_GROUP_COMBINATION_KEY, IF_IRF_GPM_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY, INTERACTION_RESOURCE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY, SM_RES_SESSION_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY, SM_RES_STATE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY, _SM_RES_STATE_FACT.RESOURCE_GROUP_COMBINATION_KEY,
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Attribute name: Group Key
Folder: Agent
Description: This attribute is reserved for internal computations.
Database table: AG2_AGENT_GRP_*.GROUP_KEY, AG2_CHAT_AGENT_GRP_*.GROUP_KEY, GROUP_A.GROUP_KEY, RESOURCE_GROUP_COMBINATION.GROUP_KEY, RESOURCE_GROUP_FACT_GI2.GROUP_KEY
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Folder: Agent > Activity

Attribute name: Agent Group
Folder: Agent > Activity
Description: Enables data within the reporting interval to be organized by the groups to which agents belong. An agent can belong to more than one agent group.
Database table: GROUP_A.GROUP_NAME (WHERE GROUP_.GROUP_TYPE_CODE in ('AGENT', 'UNKNOWN','NO_VALUE'))
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Attribute name: Agent Name
Folder: Agent > Activity
Description: Enables data to be organized by certain attributes of the agent who is associated with the interaction.
Database table: RESOURCE_A.AGENT_NAME
Form(s): User Name, Last Name, First Name, Employee ID
Forms in this attribute:
Form: Employee ID

Table.Column: RESOURCE_A.EMPLOYEE_ID
Data type: Text

Description: Enables data to be organized by the Employee ID of the agent who is associated with the interaction.
Form: First Name

Table.Column: RESOURCE_A.AGENT_FIRST_NAME
Data type: Text

Description: Enables data to be organized by the first name of the agent who is associated with the interaction.
Form: Last Name

Table.Column: RESOURCE_A.AGENT_LAST_NAME
Data type: Text

Description: Enables data to be organized by the last name of the agent who is associated with the interaction.
Form: User Name

Table.Column: RESOURCE_A.RESOURCE_NAME
Data type: Text

Description: Enables data to be organized by the user name of the agent who is associated with the interaction.
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Attribute name: Business Result
Folder: Agent > Activity
Description: Enables data to be organized based on the configured business result. Displayed as Source Business Result in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.BUSINESS_RESULT
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Attribute name: Customer Segment
Folder: Agent > Activity
Description: Enables data to be organized based on the configured customer segment. Displays as Source Customer Segment in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT
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Attribute name: Interaction Descriptor Key
Folder: Agent > Activity
Description: The attribute is for internal purposes only.
Database table:
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Attribute name: Interaction Key
Folder: Agent > Activity
Description: Enables data to be organized based on the surrogate key that provides a join to Info Mart tables.
Database table: AG2_AGENT_CAMPAIGN_*.INTERACTION_TYPE_KEY, AG2_AGENT_GRP_*.INTERACTION_TYPE_KEY, AG2_AGENT_*.INTERACTION_TYPE_KEY, AG2_AGENT_QUEUE_*.INTERACTION_TYPE_KEY, AG2_ID_*.INTERACTION_TYPE_KEY, AG2_I_AGENT_*.INTERACTION_TYPE_KEY, AG2_QUEUE_ABN_*.INTERACTION_TYPE_KEY, AG2_QUEUE_ACC_*.INTERACTION_TYPE_KEY, AG2_QUEUE_*.INTERACTION_TYPE_KEY, IF_IRF_GPM_FACT_GI2.INTERACTION_TYPE_KEY, INTERACTION_RESOURCE_FACT_GI2.INTERACTION_TYPE_KEY, INTERACTION_RES_FACT_TRNSFR.INTERACTION_TYPE_KEY, INTERACTION_TYPE_GI2.INTERACTION_TYPE_KEY
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Attribute name: Interaction Subtype
Folder: Agent > Activity
Description: This Attribute enables data to be organized by the interaction’s subtype; for example, InboundNew or Outbound Notification.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE_SUBTYPE
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Attribute name: Interaction Type
Folder: Agent > Activity
Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE
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Attribute name: Media Type
Folder: Agent > Activity
Description: Enables data to be organized by the media type of the interaction; for example, Voice, Email, and Chat.
Database table: MEDIA_TYPE.MEDIA_NAME, MEDIA_TYPE.MEDIA_TYPE_KEY, MEDIA_TYPE. MEDIA_NAME, MEDIA_TYPE, MEDIA_NAME_CODE
Form(s): Media Type, Media Name Code
Forms in this attribute:
Form: Media Name Code

Table.Column:
Data type: Text

Description: Enables data to be organized by the Media Name Code associated with the interaction. One of NONE, VOICE, EMAIL, CHAT.
Form: Media Type

Table.Column:
Data type: Text

Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT.
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Attribute name: Resource Group
Folder: Agent > Activity
Description: Enables data within the reporting interval to be organized by the groups to which resources belong. A resource can belong to more than one agent group.
Database table:
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Attribute name: Resource Name
Folder: Agent > Activity
Description: Enables data within the reporting interval to be organized by the name of a contact center handling resource, such as the agent’s user name, IVR port, or IVR application name
Database table:
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Attribute name: Service Subtype
Folder: Agent > Activity
Description: Enables data to be organized by the detailed type of service that the customer requested. Displays as Source Service Subtype in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE
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Attribute name: Service Type
Folder: Agent > Activity
Description: Enables data to be organized by the type of service that was assigned to the interaction. Displays as Source Service Type in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE
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Folder: Agent > Activity > Activity Call Survey

Attribute name: Agent Score


Introduced: 9.0.013

Folder: Agent > Activity > Activity Call Survey
Description: Enables data within the reporting interval to be organized by the agent score assigned by the customer during post call surveys.
Database table: AG2_AGENT_*, AG2_AGENT_GRP_*, AG2_AGENT_QUEUE_*, AG2_ID_*
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Attribute name: Call Score


Introduced: 9.0.013

Folder: Agent > Activity > Activity Call Survey
Description: Enables data within the reporting interval to be organized by the overall call score assigned by the customer during post-call surveys.
Database table: AG2_AGENT_*, AG2_AGENT_GRP_*, AG2_AGENT_QUEUE_*, AG2_ID_*
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Attribute name: Company Score


Introduced: 9.0.013

Folder: Agent > Activity > Activity Call Survey
Description: Enables data within the reporting interval to be organized by the overall score assigned to the company by customers during post-call surveys.
Database table: AG2_AGENT_*, AG2_AGENT_GRP_*, AG2_AGENT_QUEUE_*, AG2_ID_*
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Attribute name: IQ1 - IQ4


Introduced: 9.0.013

Folder: Agent > Activity > Activity Call Survey
Description: These four attributes enable data within the reporting interval to be organized by answers given by customers during post-call surveys.
Database table: AG2_AGENT_*, AG2_AGENT_GRP_*, AG2_AGENT_QUEUE_*, AG2_ID_*
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Attribute name: Product Score


Introduced: 9.0.013

Folder: Agent > Activity > Activity Call Survey
Description: Enables data within the reporting interval to be organized by the overall score assigned to the product by customers during post-call surveys.
Database table: AG2_AGENT_*, AG2_AGENT_GRP_*, AG2_AGENT_QUEUE_*, AG2_ID_*
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Attribute name: SQ1 - SQ2


Introduced: 9.0.013

Folder: Agent > Activity > Activity Call Survey
Description: These two attributes enable data within the reporting interval to be organized by answers given by customers during post-call surveys.
Database table: AG2_AGENT_*, AG2_AGENT_GRP_*, AG2_AGENT_QUEUE_*, AG2_ID_*
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Folder: Agent > Activity > Activity User Data Example

Attribute name: Category
Folder: Agent > Activity > Activity User Data Example
Description: Enables data within the reporting interval to be organized based on the standard responses to interactions that are configured in your environment. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
Database table: USER_DATA_GEN_ES.CTGNAME
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Attribute name: Category Key
Folder: Agent > Activity > Activity User Data Example
Description: Enables data within the reporting interval to be organized based on the Category Key. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
Database table: AG2_AGENT_*.USER_DATA_KEY1, AG2_AGENT_GRP_*.USER_DATA_KEY1, AG2_AGENT_QUEUE_*.USER_DATA_KEY1, AG2_ID_*.USER_DATA_KEY1, USER_DATA_GEN_ES.GEN_ES_ID
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Attribute name: Classify Actionability Category
Folder: Agent > Activity > Activity User Data Example
Description: Enables data within the reporting interval to be organized by the degree to which interactions require agent attention—their actionability. The value for actionability attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
Database table: USER_DATA_GEN_ES.CLASSIFY_ACTIONABILITY_CTGNAME
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Attribute name: Classify Sentiment Category
Folder: Agent > Activity > Activity User Data Example
Description: Enables data within the reporting interval to be organized by the characteristic of interactions that reflects the attitude expressed therein, generally positive, negative, or neutral.

The value of sentiment attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.

Database table: USER_DATA_GEN_ES.CLASSIFY_SENTIMENT_CTGNAME
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Attribute name: Dimension 1 - Dimension 5
Folder: Agent > Activity > Activity User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
Database table: USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1, USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_2, USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_3, USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_4, USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_5
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Attribute name: Dimension 6 - Dimension 10
Folder: Agent > Activity > Activity User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
Database table: USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_1, USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_2, USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_3, USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_4, USER_DATA_CUST_DIM_2.DIM_ATTRIBUTE_5
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Attribute name: Influence Category
Folder: Agent > Activity > Activity User Data Example
Description: Enables data within the reporting interval to be organized by the customer’s clout that has amassed on social networks at the time that interactions entered or began within the contact center. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
Database table: USER_DATA_GEN_ES.CTGNAME
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Attribute name: Screen Actionability Category
Folder: Agent > Activity > Activity User Data Example
Description: Enables data within the reporting interval to be organized based on the degree to which interactions require agent attention. The value of actionability attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
Database table: USER_DATA_GEN_ES.SCREEN_ACTIONABILITY_CTGNAME
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Attribute name: Screen Sentiment Category
Folder: Agent > Activity > Activity User Data Example
Description: Enables data within the reporting interval to be organized based on the attitude that customers expressed about their experience regarding interaction handling. The value of sentiment attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
Database table: USER_DATA_GEN_ES.SCREEN_SENTIMENT_CTGNAME
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Folder: Agent > Activity > Queue

Attribute name: Queue
Folder: Agent > Activity > Queue
Description: Enables data within the reporting interval to be organized by the name of the ACD queue, virtual queue, interaction queue, or workbin.
Database table: RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE='QUEUE')
Form(s): Queue Type
Forms in this attribute:
Form: Queue Type

Table.Column: RESOURCE_Q.RESOURCE_SUBTYPE
Data type: A_QUEUE

Description: Enables data within the reporting interval to be organized by the type of queue, such as ACDQueue, VirtualQueue, InteractionQueue, or InteractionWorkBin.
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Attribute name: Queue Group
Folder: Agent > Activity > Queue
Description: Enables reporting data within the reporting interval to be organized by the name of the queue group. A queue can belong to more than one queue group.
Database table: GROUP_Q.GROUP_NAME (WHERE GROUP_TYPE_CODE in ('QUEUE', ‘UNKNOWN’,’NO VALUE’))
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Folder: Agent > Detail

There are no attributes in this folder

Folder: Agent > Detail > Ixn State

Attribute name: Additional Info
Folder: Agent > Detail > Ixn State
Description: Enables data within the reporting interval to be organized by the primary key of the INTERACTION_FACT table.
  • For voice interactions, the Interaction ID is the call’s connection ID, which is assigned by the telephony server. This ID remains unchanged for as long as the telephony server processes the interaction.
  • For multimedia interactions originating from an Interaction Server, this value is the assigned Interaction ID.
Database table: INTERACTION_RESOURCE_FACT_GI2.INTERACTION_ID
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Attribute name: End Timestamp
Folder: Agent > Detail > Ixn State
Description: Enables data within the reporting interval to be organized by the calendar date and time when the interaction state ended.
Database table: IXN_RESOURCE_STATE_FACT_GI2.END_TS_TIME
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Attribute name: Interaction Type
Folder: Agent > Detail > Ixn State
Description: This attribute is always null and is provided only to populate null values in the Interaction Type column of the Agent Details Activity Report when the record specifically reports data about an agent’s status or his/her session. Agent

statuses and sessions have no interaction type.

Database table: none
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Attribute name: Start Timestamp
Folder: Agent > Detail > Ixn State
Description: Enables data within the reporting interval to be organized by the calendar date and time when the interaction state began.
Database table: IXN_RESOURCE_STATE_FACT_GI2.START_TS_TIME
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Attribute name: State
Folder: Agent > Detail > Ixn State
Description: Where a record provides interaction-related data, this attribute enables data to be organized by one of the following:
  • The interaction’s state.
  • The interaction’s state and role.
  • The interaction’s state, role, and descriptor.
Database table: INTERACTION_RESOURCE_STATE_GI2.STATE_FULL_NAME
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Folder: Agent > Detail > Session

Attribute name: Active
Folder: Agent > Detail > Session
Description: Enables data within the reporting interval to be organized by whether or not the corresponding record in the SM_RES_SESSION_FACT table is active.
Database table: SM_RES_SESSION_FACT_GI2.ACTIVE_FLAG
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Attribute name: End Timestamp
Folder: Agent > Detail > Session
Description: Enables data within the reporting interval to be organized by the calendar date and time when the agent session ended. If the agent has not logged out, the value of this attribute is NULL.
Database table: SM_RES_SESSION_FACT_GI2.END_TS_TIME
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Attribute name: Session Key
Folder: Agent > Detail > Session
Description: Enables data within the reporting interval to be organized by the agent’s active session for a particular media type. In some reports, you can click the value in the Session Key column to view the Agent Login-Logout Details Report.
Database table: SM_RES_SESSION_FACT_GI2.SM_RES_SESSION_FACT_KEY
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Attribute name: Start Timestamp
Folder: Agent > Detail > Session
Description: Enables data within the reporting interval to be organized by the calendar date and time when the agent session began.
Database table: SM_RES_SESSION_FACT_GI2.START_TS_TIME
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Folder: Agent > Detail > State

Attribute name: Active Reason
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by whether or not the corresponding record in the SM_RES_STATE_REASON_FACT table is active.
Database table: SM_RES_STATE_RSN_FACT.ACTIVE_FLAG_RSN
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Attribute name: Active State
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by whether or not the corresponding record in the SM_RES_STATE_FACT table is active.
Database table: SM_RES_STATE_RSN_FACT.ACTIVE_FLAG_ST
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Attribute name: End Timestamp
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by the calendar date and time when the agent state ended.
Database table: SM_RES_STATE_RSN_FACT.END_TS_TIME_ST
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Attribute name: Reason Code
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by the reason that the agent selected.
Database table: RESOURCE_STATE_REASON_GI2.REASON_CODE
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Attribute name: Reason Key
Folder: Agent > Detail > State
Description: For software-related reason codes, this attribute enables data to be organized by the key of the keyvalue pair that is associated with this reason code.

For hardware-related reason codes, this attribute is null.

Database table: RESOURCE_STATE_REASON_GI2.SOFTWARE_REASON_KEY
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Attribute name: Reason Timestamp
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by the moment when the agent entered a specific state-reason combination.
Database table: SM_RES_STATE_RSN_FACT.START_TS_TIME_RSN
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Attribute name: Reason Type Code
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by the reason code that is associated with the agent’s status.
Database table: RESOURCE_STATE_REASON_GI2.REASON_TYPE_CODE
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Attribute name: Reason Value
Folder: Agent > Detail > State
Description: Enables data to be organized based on one of the following:
  • For software-related reason codes, this attribute enables data to be organized by the value of the key-value pair that is associated with this reason code.
  • For hardware-related reason codes, this attribute enables data to be organized by the hardware-related reason.
Database table: RESOURCE_STATE_REASON_GI2.SOFTWARE_REASON_VALUE, RESOURCE_STATE_REASON_GI2.HARDWARE_REASON
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Attribute name: Start Timestamp
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by the moment that the agent entered a specific state.
Database table: SM_RES_STATE_FACT_GI2.START_TS_TIME_ST
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Attribute name: State
Folder: Agent > Detail > State
Description: Enables data within the reporting interval to be organized by the agent’s state. Status values depend on the Genesys application (for example, Interaction Concentrator) that provides source data to Genesys Info Mart.

For state values, refer to the description of this Info Mart table column in the Genesys Info Mart Physical Data Model documentation for your RDBMS (available from Genesys Info Mart documentation).

Database table: RESOURCE_STATE.STATE_NAME
Form(s): State Type Code
Forms in this attribute:
Form: State Type Code

Table.Column: RESOURCE_STATE.STATE_TYPE_CODE
Data type: Text

Description: Enables data within the reporting interval to be organized by the status code associated with the agent’s state. State type codes values depend on the Genesys application (such as Interaction Concentrator) that provides source data to Genesys Info Mart.
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Folder: Agent > Group Membership

Attribute name: Agent Group
Folder: Agent > Group Membership
Description: Enables data within the reporting interval to be organized by the groups to which agents belong. An agent can belong to more than one agent group.
Database table: GROUP_A.GROUP_NAME
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Attribute name: Agent Name
Folder: Agent > Group Membership
Description: Enables data to be organized by certain attributes of the agent who is associated with the interaction.
Database table: RESOURCE_GI2.AGENT_NAME
Form(s): User Name, Last Name, First Name, Employee ID
Forms in this attribute:
Form: Employee ID

Table.Column: RESOURCE_A.EMPLOYEE_ID
Data type: Text

Description: Enables data to be organized by the Employee ID of the agent who is associated with the interaction.
Form: First Name

Table.Column: RESOURCE_A.AGENT_FIRST_NAME
Data type: Text

Description: Enables data to be organized by the first name of the agent who is associated with the interaction.
Form: Last Name

Table.Column: RESOURCE_A.AGENT_LAST_NAME
Data type: Text

Description: Enables data to be organized by the last name of the agent who is associated with the interaction.
Form: User Name

Table.Column: RESOURCE_A.RESOURCE_NAME
Data type: Text

Description: Enables data to be organized by the user name of the agent who is associated with the interaction.
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Attribute name: Agent Resource Key
Folder: Agent > Group Membership
Description: This attribute is reserved for internal use only.
Database table: RESOURCE_A_RESOURCE_KEY, RESOURCE_GROUP_FACT_GI2.RESOURCE_KEY
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Attribute name: Date Added
Folder: Agent > Group Membership
Description: Enables data within the reporting interval to be organized by the date an agent as added to a group.
Database table: RESOURCE_GROUP_FACT_GI2.START_TS_TIME
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Attribute name: Date Removed
Folder: Agent > Group Membership
Description: Enables data within the reporting interval to be organized by the moment when the agent was removed from a group.
Database table: RESOURCE_GROUP_FACT_GI2.END_TS_TIME
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Attribute name: End TS
Folder: Agent > Group Membership
Description: Enables data within the reporting interval to be organized by the moment when the agent left a group.
Database table: RESOURCE_GROUP_FACT_GI2.END_TS
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Attribute name: Group Key
Folder: Agent > Group Membership
Description: This attribute is reserved for internal use only.
Database table: GROUP_A.GROUP_KEY, RESOURCE_GROUP_COMBINATION.GROUP_KEY, RESOURCE_GROUP_FACT_GI2.GROUP_KEY
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Attribute name: Start Date Time Key
Folder: Agent > Group Membership
Description: Enables data within the reporting interval to be organized by the key for a particular date and time from the RESOURCE_GROUP_FACT hierarchy. This attribute is reserved for internal use.
Database table: RESOURCE_GROUP_FACT_GI2.START_DATE_TIME_KEY
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Folder: Agent > State and Reason

Attribute name: Agent Group
Folder: Agent > State and Reason
Description: Enables data within the reporting interval to be organized by the groups to which agents belong. An agent can belong to more than one agent group.
Database table: GROUP_A.GROUP_NAME (WHERE GROUP_.GROUP_TYPE_CODE in ('AGENT', 'UNKNOWN','NO_VALUE'))
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Attribute name: Agent Name
Folder: Agent > State and Reason
Description: Enables data to be organized by certain attributes of the agent who is associated with the interaction.
Database table: RESOURCE_A.AGENT_NAME
Form(s): User Name, Last Name, First Name, Employee ID
Forms in this attribute:
Form: Employee ID

Table.Column: RESOURCE_A.EMPLOYEE_ID
Data type: Text

Description: Enables data to be organized by the Employee ID of the agent who is associated with the interaction.
Form: First Name

Table.Column: RESOURCE_A.AGENT_FIRST_NAME
Data type: Text

Description: Enables data to be organized by the first name of the agent who is associated with the interaction.
Form: Last Name

Table.Column: RESOURCE_A.AGENT_LAST_NAME
Data type: Text

Description: Enables data to be organized by the last name of the agent who is associated with the interaction.
Form: User Name

Table.Column: RESOURCE_A.RESOURCE_NAME
Data type: Text

Description: Enables data to be organized by the user name of the agent who is associated with the interaction.
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Attribute name: Group Combination Sess Key
Folder: Agent > State and Reason
Description: Enables data within the reporting interval to be organized by the primary key of the RESOURCE_GROUP_COMBINATION attribute. This attribute is reserved for internal use.
Database table: AG2_I_SESS_STATE-*.GROUP_COMBINATION_KEY, RESOURCE_GROUP_COMBINATION.GROUP_COMBINATION_KEY
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Attribute name: Media Type
Folder: Agent > State and Reason
Description: Enables data to be organized by the media type of the interaction; for example, Voice, Email, and Chat.
Database table: MEDIA_TYPE.MEDIA_NAME, MEDIA_TYPE.MEDIA_TYPE_KEY, MEDIA_TYPE. MEDIA_NAME, MEDIA_TYPE, MEDIA_NAME_CODE
Form(s): Media Type, Media Name Code
Forms in this attribute:
Form: Media Name Code

Table.Column:
Data type: Text

Description: Enables data to be organized by the Media Name Code associated with the interaction. One of NONE, VOICE, EMAIL, CHAT.
Form: Media Type

Table.Column:
Data type: Text

Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT.
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Attribute name: Reason Code
Folder: Agent > State and Reason
Description: Enables data within the reporting interval to be organized by the reason that the agent selected.
Database table: RESOURCE_STATE_REASON_GI2.REASON_CODE
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Attribute name: Reason Key
Folder: Agent > State and Reason
Description: For software-related reason codes, this attribute enables data to be organized by the key of the keyvalue pair that is associated with this reason code.

For hardware-related reason codes, this attribute is null.

Database table: RESOURCE_STATE_REASON_GI2.SOFTWARE_REASON_KEY
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Attribute name: Reason Type Code
Folder: Agent > State and Reason
Description: Enables data within the reporting interval to be organized by the reason code that is associated with the agent’s status.
Database table: RESOURCE_STATE_REASON_GI2.REASON_TYPE_CODE
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Attribute name: Reason Value
Folder: Agent > State and Reason
Description: Enables data to be organized based on one of the following:
  • For software-related reason codes, this attribute enables data to be organized by the value of the key-value pair that is associated with this reason code.
  • For hardware-related reason codes, this attribute enables data to be organized by the hardware-related reason.
Database table: RESOURCE_STATE_REASON_GI2.SOFTWARE_REASON_VALUE, RESOURCE_STATE_REASON_GI2.HARDWARE_REASON
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Attribute name: Resource State Reason Key
Folder: Agent > State and Reason
Description: Enables data within the reporting interval to be organized by the key of the keyvalue pair that is associated with this resource state.
Database table: AG2_I_STATE_RSN_*.RESOURCE_STATE_REASON_KEY, .RESOURCE_STATE_REASON_GI2.RESOURCE_STATE_REASON_KEY, SM_RES_STATE_RSN_FACT.RESOURCE_STATE_REASON_KEY
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Attribute name: State Name
Folder: Agent > State and Reason
Description: Enables data within the reporting interval to be organized by the state, such as UNKNOWN, NOTREADY, READY, BUSY, or INBOUND. Status values depend on the Genesys application (for example, Interaction Concentrator) that provides source data to Genesys Info Mart. For state values, refer to the description of this Info Mart table column in the Genesys Info Mart Physical Data Model documentation for your RDBMS (available from Genesys Info Mart documentation).
Database table: RESOURCE_STATE.STATE_NAME
Form(s): State Type Code
Forms in this attribute:
Form: State Type Code

Table.Column: RESOURCE_STATE.STATE_TYPE_CODE
Data type: Text

Description: Enables data within the reporting interval to be organized by the status code associated with the agent’s state. State type codes values depend on the Genesys application (such as Interaction Concentrator) that provides source data to Genesys Info Mart.
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Folder: Agent > State and Reason > Interaction State

Attribute name: Interaction Subtype
Folder: Agent > State and Reason > Interaction State
Description: This Attribute enables data to be organized by the interaction’s subtype; for example, InboundNew or Outbound Notification.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE_SUBTYPE
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Attribute name: Interaction Type
Folder: Agent > State and Reason > Interaction State
Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE
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Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing

Attribute name: Interaction Subtype
Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing
Description: This Attribute enables data to be organized by the interaction’s subtype; for example, InboundNew or Outbound Notification.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE_SUBTYPE
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Attribute name: Interaction Type
Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing
Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE
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Attribute name: Model
Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing
Description: Enables the organization of data by the name of the model that was used to score the agent for predictive routing.
Database table: GPM_MODEL.MODEL
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Attribute name: Predictor
Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing
Description: Enables the organization of data by the name of the predictor that was used to request scoring for predictive routing.
Database table: GPM_PREDICTOR.PREDICTOR
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Attribute name: Predictor Switch
Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing
Description: Enables the organization of data based on whether predictive routing is ON or OFF.
Database table: GPM_PREDICTOR.PREDICTOR_SWITCH
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Folder: Agent > State and Reason > Summarized State

There are no attributes in this folder

This page was last edited on June 10, 2020, at 18:16.

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