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Detail Attributes

The Detail folder contains numerous attributes that you can use to build reports that describe low-level interaction and agent details

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.

Detail

  • There are no attributes in this folder

Detail > Handling Attempt

Detail > Handling Attempt > Handling Predictive Routing

Detail > Handling Attempt > Handling User Data Example

Detail > Transfer

Detail > Transfer > Source User Data Example

Detail > Transfer > Target User Data Example


Folder: Detail

There are no attributes in this folder

Folder: Detail > Handling Attempt

Attribute name: Active
Folder: Detail > Handling Attempt
Description: Enables data to be organized by whether or not the corresponding record in the INTERACTION_FACT table is active.
Database table: INTERACTION_FACT_GI2.ACTIVE_FLAG
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Attribute name: Case ID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by case ID of an external management application, which can be used to tie this third-party application data in with Info Mart data.
Database table: IRF_USER_DATA_GEN_1.CASE_ID
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Attribute name: Connection ID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by attributes of the interaction’s connection ID.
Database table: INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_ID
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Attribute name: Customer ID
Folder: Detail > Handling Attempt
Description: The customer ID as it appears in an external CRM application. This value enables Genesys Info Mart tables to be joined to external data-mart tables and is referenced by the user-defined Genesys Info Mart key that has an ID of 10053.

Refer to the Genesys Info Mart Deployment Guide for information about Genesys Info Mart attached data key assignments. The Customer ID dimension in the Flow class references a field in a derived table whose values are sourced, in part, from the listed Info Mart table.

Database table: IRF_USER_DATA_GEN_1.CUSTOMER_ID
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Attribute name: End Timestamp
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the calendar date and time when the interaction ended.
Database table: INTERACTION_FACT_GI2.END_TS_TIME
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Attribute name: From
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the source address of the interaction:
  • For voice, the source address is the interaction’s automatic number identification (ANI).
  • For email, the source address is the customer's email address.
  • For chat, the source address is empty.
Database table: INTERACTION_FACT_GI2.SOURCE_ADDRESS
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Attribute name: GUID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the globally unique identifier of the interaction as reported by the interaction media server. This identifier may not be unique.

In the case of T-Server voice interactions, the GUID is the Call UUID. In the case of Multimedia, the GUID is the Interaction ID from Interaction Server.

Database table: INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_GUID
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Attribute name: Handling Attempt End
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the moment when the resource's participation in the interaction ended.
Database table: INTERACTION_RESOURCE_FACT_GI2.END_TS_TIME
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Attribute name: Handling Attempt Start
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the moment when the resource began to participate in the interaction.
Database table: INTERACTION_RESOURCE_FACT_GI2.START_TS_TIME
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Attribute name: Handling Resource
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name of the Handling Resource.
Database table: RESOURCE_TARGET.RESOURCE_NAME
Form(s): Handling Resource Type
Forms in this attribute:
Form: Handling Resource Type

Table.Column: RESOURCE_TARGET.RESOURCE_TYPE
Data type: Text

Description:
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Attribute name: Interaction Duration
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the difference between the start and end timestamps of the interaction.
Database table:
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Attribute name: Interaction Handling Attempt ID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the primary key of the INTERACTION_RESOURCE_FACT table.
Database table: INTERACTION_RESOURCE_FACT_GI2.INTERACTION_RESOURCE_ID, IRF_USER_DATA_KEYS.INTERACTION_RESOURCE_ID
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Attribute name: Interaction ID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the interaction ID of the INTERACTION_FACT or the INTERACTION_RESOURCE_ 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_FACT_GI2.INTERACTION_ID, INTERACTION_RESOURCE_FACT_GI2.INTERACTION_ID
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Attribute name: Interaction ID SSF
Folder: Detail > Handling Attempt
Description: Enables data to be organized by a key for an interaction from the SDR Sesion Fact table.
Database table: SDR_SESSION_FACT.INTERACTION_ID
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Attribute name: Interaction Resource ID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the primary key of the INTERACTION_RESOURCE_FACT table.
Database table: INTERACTION_RESOURCE_FACT_GI2.INTERACTION_RESOURCE_ID, IRF_USER_DATA_GEN_1.INTERACTION_RESOURCE_ID
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Attribute name: Irf Anchor
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the IRF anchor value, which is one of:
  • 2=The agent who first responded to an offline interaction
  • 1=Either the first handling resource or the resource that abandoned / stopped the itneraction
  • 0=All other IRFs.
Database table: INTERACTION_RESOURCE_FACT_GI2.IRF_ANCHOR
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Attribute name: IRF Start Date Time Key
Folder: Detail > Handling Attempt
Description: Enables data to be organized based on the a key for a particular date and time from the INTERACTION_RESOURCE_FACT hierarchy. Reserved for internal use.
Database table: INTERACTION_FACT_GI2.START_DATE_TIME_KEY, INTERACTION_FACT_GI2.INTERACTION_SDT_KEY
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Attribute name: Last Interaction Resource
Folder: Detail > Handling Attempt
Description: Enables data to be organized based on the last resource to enter the interaction.
Database table: INTERACTION_RESOURCE_FACT_GI2.LAST_INTERACTION_RESOURCE
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Attribute name: Last IVR
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name of the IVR in which the interaction traveled.
Database table: RESOURCE_IVR.RESOURCE_NAME
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Attribute name: Last Queue
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name of the last queue in which the interaction traveled before it was handled. This attribute excludes virtual queues. Identical to Detail > Transfer > Source Last Queue.
Database table: RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’)
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Attribute name: Last Queue Key
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the primary key of the last queue in which the interaction traveled before it was handled. Excludes virtual queues.
Database table: INTERACTION_RESOURCE_FACT_GI2.LAST_QUEUE_RESOURCE_KEY, INTERACTION_RES_FACT_TRNSFR_GI2.LAST_QUEUE_RESOURCE_KEY, RESOURCE_Q.RESOURCE_KEY
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Attribute name: Last VQueue
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name of the last virtual queue in which the interaction traveled before it was handled.
Database table: RESOURCE_VQ.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’)
Form(s): Last VQueue Type
Forms in this attribute:
Form: Last VQueue Type

Table.Column: RESOURCE_VQ.RESOURCE_SUBTYPE
Data type: Text

Description: Enables data within the reporting interval to be organized by the type of virtual queue. Adding this detail to a report has a significant impact on performance.
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Attribute name: Last VQueue Key
Folder: Detail > Handling Attempt
Description: Enables data to be organized based on the resource key of the last virtual queue that the interaction passed through prior to arriving at the IRF resource, whether the interaction was distributed directly from this virtual queue or through another mediation resource.
Database table: INTERACTION_RESOURCE_FACT_GI2.LAST_VQUEUE_RESOURCE_KEY, INTERACTION_RES_FACT_TRNSFR_GI2.LAST_VQUEUE_RESOURCE_KEY, RESOURCE_VQ.RESOURCE_KEY,
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Attribute name: Media Server Ixn Guid
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the globally unique identifier of the interaction as reported by the interaction media server. This identifier may not be unique.
  • T-Server voice interactions: the GUID is the Call UUID.
  • Multimedia interactions: the GUID is the Interaction ID from Interaction Server.
Database table: COBROWSE_FACT_GI2.MEDIA_SERVER_IXN_GUID, COBROWSE_FACT_GI2.IMEDIA_SERVER_IXN_GUID, SDR_SESSION_FACT.INTERACTION_ID
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Attribute name: Resource State
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the media-specific or detailed state of the resource — for example, Busy, Ready, NotReady, and AfterCallWork.
Database table: RESOURCE_STATE.STATE_NAME
Form(s): State Type
Forms in this attribute:
Form: State Type

Table.Column: RESOURCE_STATE.STATE_TYPE
Data type: Text

Description: Enables data to be organized by the media-neutral state of the resource — for example, Ready, WorkingReady, and WorkingNotReady.
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Attribute name: Root ID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the ID of the original interaction given multi-threaded interaction scenarios. This field is currently used only to link an email customer-reply interaction to the original email interaction in the thread. This field is null for all other interaction types, and its value might not be unique.
Database table: INTERACTION_FACT_GI2.MEDIA_SERVER_ROOT_IXN_ID
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Attribute name: Routing Target
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name of the agent group, place group, or skill expression that served as the target of the routing strategy.
Database table: Depending on the value of ROUTING_TARGET_TYPE_CODE, one of the following or NULL:
  • ROUTING_TARGET.AGENT_GROUP_NAME
  • ROUTING_TARGET.PLACE_GROUP_NAME
  • ROUTING_TARGET.SKILL_EXPRESSION
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Attribute name: Routing Target Selected
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name of the DN group that is the target of the routing strategy.
Database table: ROUTING_TARGET.TARGET_OBJECT_SELECTED
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Attribute name: Routing Target Type
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the type of the routing target—for example, Agent, Place, Agent Group, Routing Point, and Queue.
Database table: ROUTING_TARGET.ROUTING_TARGET_TYPE
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Attribute name: Source Name
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name of the handling resource—for example, the IVR port number; the name of the queue; or the first, last, and user name of the agent.
Database table: RESOURCE_.RESOURCE_NAME
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Attribute name: Source Resource Key
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the surrogate key.
Database table: INTERACTION_RESOURCE_FACT_GI2.RESOURCE_KEY, .INTERACTION_RES_FACT_TRNSFR_GI2.RESOURCE_KEY, RESOURCE_.RESOURCE_KEY
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Attribute name: Source Type
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the resource’s type—for example, Agent, Queue, and IVRPort.
Database table: RESOURCE_.RESOURCE_TYPE
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Attribute name: Start Timestamp
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the moment when the interaction began.
Database table: INTERACTION_FACT_GI2.START_TS_TIME
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Attribute name: Stop Action
Folder: Detail > Handling Attempt
Description: This attribute has different meaning for voice and multimedia interactions:
  • For voice, this attribute enables data to be organized by whether the initiating party released the call.
    • 0–Indicates that the initiating party did not release the call.
    • 1–Indicates that the initiating party did release the call.
    • null–Indicates that such information is not available.
  • For multimedia, this attribute enables data to be organized by whether the interaction was released by the last interaction resource fact (IRF) that is associated with the interaction:
    • 0–Indicates that the interaction was stopped at the associated IRF resource by some entity that was not a party to the interaction, such as by Interaction Server or a media server.
    • 1–Indicates that the interaction was stopped by the associated IRF resource.
    • null–Indicates that the interaction was not stopped at the associated IRF resource.

Refer to Genesys Info Mart documentation for information about IRFs and parties.

Database table: INTERACTION_RESOURCE_FACT_GI2.STOP_ACTION
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Attribute name: Strategy Name
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the name and other aspects of the routing strategy.
Database table: STRATEGY.STRATEGY_NAME
Form(s): Strategy Type
Forms in this attribute:
Form: Strategy Type

Table.Column: STRATEGY.STRATEGY_TYPE
Data type:

Description: Enables data to be organized by the type of strategy—for example, RoutingStrategy or IVRApplication.
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Attribute name: Technical Descriptor Key
Folder: Detail > Handling Attempt
Description: Reserved for internal use. Enables data to be organized base don the primary key of the TECHNICAL_DESCRIPTOR table.
Database table:
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Attribute name: Technical Result
Folder: Detail > Handling Attempt
Description: Enables data to be organized by its disposition—its technical result and other aspects of the technical result—for example, Abandoned, Completed, Diverted, Pulled, and Transferred. Identical to Detail > Transfer Source Technical Result.
Database table: TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT
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Attribute name: Technical Result Reason
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the reason for the technical result—for example, Abandoned-WhileRinging, AnsweredByAgent, or RouteOnNoAnswer. Identical to Detail > Transfer > Source Technical Result Reason.
Database table: TECHNICAL_DESCRIPTOR.RESULT_REASON
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Attribute name: Technical Result Resource Role
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the role that is associated by the resource—for example, Puller, Received, or RoutedTo. Identical to Transfer > Source Technical Result Role.
Database table: TECHNICAL_DESCRIPTOR.RESOURCE_ROLE
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Attribute name: Technical Result Role Reason
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the reason of the resource role—for example, Conference-Initiator, ConferenceJoined, or PulledBackTimeout. Identical to Transfer > Source Technical Result Role Reason.
Database table: TECHNICAL_DESCRIPTOR.ROLE_REASON
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Attribute name: To
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the target address of the interaction:
  • For voice, the target address is the interaction’s dialed number identification service (DNIS).
  • For email, the target address is a contact center email address.
  • For chat, the target address is empty.
Database table: INTERACTION_FACT_GI2.TARGET_ADDRESS
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Attribute name: UD Custom Key
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the primary key of user -ata tables.
Database table: IRF_USER_DATA_KEYS.CUSTOM_KEY_1
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Attribute name: UD Interaction Resource ID
Folder: Detail > Handling Attempt
Description: Enables data to be organized by the primary key of the INTERACTION_RESOURCE_FACT_GI2 table.
Database table: INTERACTION_RESOURCE_FACT_GI2.INTERACTION_RESOURCE_ID, IRF_USER_DATA_KEYS.INTERACTION_RESOURCE_ID
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Folder: Detail > Handling Attempt > Handling Predictive Routing

Attribute name: Active
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by whether or not the corresponding record in the INTERACTION_FACT table is active.
Database table: IF_IRF_GPM_FACT_GI2.ACTIVE_FLAG
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Attribute name: Case ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by case ID of an external management application, which can be used to tie this third-party application data in with Info Mart data.
Database table: IRF_USER_DATA_GEN_1.CASE_ID
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Attribute name: Connection ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by attributes of the interaction’s connection ID, which is assigned by the telephony server.
Database table: IF_IRF_GPM_FACT_GI2.INTERACTION_ID
Form(s): ID
Forms in this attribute:
Form:

Table.Column:
Data type:

Description:
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Attribute name: Customer Data Found
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data by whether features from customer records were successfully retrieved from CRM database and used in the calculation of agent scores. Also known as GPR Customer Data Found.
Database table: GPM_RESULT.CUSTOMER_FOUND
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Attribute name: Customer ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: The customer ID as it appears in an external CRM application. This value enables Genesys Info Mart tables to be joined to external data-mart tables and is referenced by the user-defined Genesys Info Mart key that has an ID of 10053.
Database table: IRF_USER_DATA_GEN_1.CUSTOMER_ID
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Attribute name: End Timestamp
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the moment when the interaction ended.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.IF_END_TS_TIME
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Attribute name: From
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the source address of the interaction:
  • For voice, the source address is the interaction’s automatic number identification (ANI).
  • For email, the source address is the customer's email address.
  • For chat, the source address is empty.
Database table: IF_IRF_GPM_FACT_GI2.SOURCE_ADDRESS
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Attribute name: GUID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the globally unique identifier of the interaction as reported by the interaction media server. This identifier may not be unique. In the case of T-Server voice interactions, the GUID is the Call UUID. In the case of Multimedia, the GUID is the Interaction ID from Interaction Server.
Database table: IF_IRF_GPM_FACT_GI2.MEDIA_SERVER_IXN_GUID
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Attribute name: Handling Attempt End
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the moment when the resource's participation in the interaction ended.
Database table: IF_IRF_GPM_FACT_GI2.IRF_END_TS_TIME
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Attribute name: Handling Attempt Start
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the moment when the resource's participation in the interaction started.
Database table: IF_IRF_GPM_FACT_GI2.IRF_START_TS_TIME
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Attribute name: Handling Resource
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the name of the queue, virtual queue, workbin, Interaction queue, IVR port, or agent.
Database table: IF_IRF_GPM_FACT_GI2.RESOURCE_KEY, RESOURCE_TARGET.RESOURCE_ID, RESOURCE_TARGET.RESOURCE_NAME
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Attribute name: Interaction Duration
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized based on the duration of GPR interaction resource facts.
Database table:
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Attribute name: Interaction Handling Attempt ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the primary key of the IF_IRF_GPM_FACT table.
Database table: IRF_USER_DATA_KEYS.INTERACTION_RESOURCE_ID, INTERACTION_RES_FACT_TRNSFR_GI2.INTERACTION_RESOURCE_ID
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Attribute name: Interaction ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the interaction ID of the INTERACTION_FACT or the INTERACTION_RESOURCE_ 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: IF_IRF_GPM_FACT_GI2.INTERACTION_ID
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Attribute name: Interaction Resource ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the value of the primary key of the relevant table.
Database table: IF_IRF_GPM_FACT_GI2.INTERACTION_RESOURCE_ID
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Attribute name: Interaction Type
Folder: Detail > Handling Attempt > Handling 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: IRF Start Date Time Key
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized based on Start date and time values of GPR interaction resource facts.
Database table: IF_IRF_GPM_FACT_GI2.START_DATE_TIME_KEY
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Attribute name: Last IVR
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: This attribute enables data to be organized by the name of the last IVR in which the interaction traveled.
Database table: RESOURCE_IVR.RESOURCE_NAME
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Attribute name: Last Queue
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data within the reporting interval to be organized based on the type of queue, such as ACDQueue, InteractionQueue, or InteractionWorkBin.

Adding this attribute to a report can have a significant impact on performance.

Database table: RESOURCE_Q.RESOURCE_NAME
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Attribute name: Last Queue Key
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the resource key of the last queue that the interaction passed through prior to arriving at the IRF resource.
Database table: RESOURCE_Q.RESOURCE_KEY, IF_IRF_GPM_FACT_GI2.LAST_QUEUE_RESOURCE_KEY
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Attribute name: Last VQueue
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the name of the last virtual queue in which the interaction traveled before it was handled.
Database table: RESOURCE_VQ.RESOURCE_NAME
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Attribute name: Last VQueue Key
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized based on the resource key of the last virtual queue that the interaction passed through prior to arriving at the IRF resource, whether the interaction was distributed directly from this virtual queue or through another mediation resource.
Database table: RESOURCE_VQ.RESOURCE_KEY, IF_IRF_GPM_FACT_GI2.LAST_VQUEUE_RESOURCE_KEY
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Attribute name: Mode
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the value of gpm-mode, which indicates the current mode of operation of GPR. Value is one of: prod, off, gpmdiscovery, ab-test-time-sliced, or unknown. Called PR mode in some reports.
Database table: GPM_RESULT.GPM_MODE
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Attribute name: Model
Folder: Detail > Handling Attempt > Handling 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: Detail > Handling Attempt > Handling 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: Detail > Handling Attempt > Handling 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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Attribute name: Resource State
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on resource state.
Database table: RESOURCE_STATE.STATE_NAME
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Attribute name: Result


Introduced: 9.0.013

Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data by whether the predictive routing request was processed successfully. The value is either error or OK.
Database table: GPM_RESULT.GPM_RESULT
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Attribute name: Root ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the ID of the original interaction given multithreaded interaction scenarios.
Database table: IF_IRF_GPM_FACT_GI2.MEDIA_SERVER_ROOT_IXN_ID
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Attribute name: Routing Target
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the name of the agent group, place group, or skill expression that served as the target of the routing strategy.
Database table: ROUTING_TARGET.AGENT_GROUP_NAME
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Attribute name: Routing Target Selected
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the name of the DN group that is the target of the routing strategy.
Database table: ROUTING_TARGET.TARGET_OBJECT_SELECTED
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Attribute name: Routing Target Type
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the type of the routing target—for example, Agent, Place, Agent Group, Routing Point, or Queue.
Database table: ROUTING_TARGET.ROUTING_TARGET_TYPE
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Attribute name: Skill Combination Requested
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the Skill Combination requested by the interaction.
Database table: REQUESTED_SKILL_COMPBINATION.SKILL_COMPBINATION_STRING
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Attribute name: Source
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the name of the handling resource—for example, the IVR port number; the name of the queue; or the first, last, and user name of the agent.
Database table: RESOURCE.RESOURCE_NAME
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Attribute name: Start Timestamp
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data based on the moment when the interaction entered the contact center.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.IF_START_TS_TIME
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Attribute name: Status
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables the organization of data by whether an interaction was processed by GPR under an Agent- Surplus or Interaction Surplus scenario, when running in A/B Testing interleaved mode. Also known as A/B Test Status.
Database table: GPM_RESULT.GPM_STATUS
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Attribute name: Stop Action
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: This attribute has different meaning for voice and multimedia interactions:
  • For voice, this attribute enables data to be organized by whether the initiating party released the call.
    • 0–Indicates that the initiating party did not release the call.
    • 1–Indicates that the initiating party did release the call.
    • null–Indicates that such information is not available.
  • For multimedia, this attribute enables data to be organized by whether the interaction was released by the last interaction resource fact (IRF) that is associated with the interaction:
    • 0–Indicates that the interaction was stopped at the associated IRF resource by some entity that was not a party to the interaction, such as by Interaction Server or a media server.
    • 1–Indicates that the interaction was stopped by the associated IRF resource.
    • null–Indicates that the interaction was not stopped at the associated IRF resource.

Refer to Genesys Info Mart documentation for information about IRFs and parties.

Database table: IF_IRF_GPM_FACT_GI2.STOP_ACTION
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Attribute name: Technical Result
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by its disposition—its technical result and other aspects of the technical result—for example, Abandoned, Completed, Diverted, Pulled, and Transferred. Identical to Detail > Transfer Source Technical Result.
Database table: TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT
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Attribute name: Technical Result Reason
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the reason for the technical result—for example, Abandoned-WhileRinging, AnsweredByAgent, or RouteOnNoAnswer. Identical to Detail > Transfer > Source Technical Result Reason.
Database table: TECHNICAL_DESCRIPTOR.RESULT_REASON
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Attribute name: Technical Result Resource Role
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the role that is associated by the resource—for example, Puller, Received, or RoutedTo. Identical to Transfer > Source Technical Result Role.
Database table: TECHNICAL_DESCRIPTOR.RESOURCE_ROLE
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Attribute name: Technical Result Role Reason
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the reason of the resource role—for example, Conference-Initiator, ConferenceJoined, or PulledBackTimeout.
Database table: TECHNICAL_DESCRIPTOR.ROLE_REASON
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Attribute name: To
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the target address of the interaction:
  • For voice, the target address is the interaction’s dialed number identification service (DNIS).
  • For email, the target address is a contact center email address.
  • For chat, the target address is empty.
Database table: IF_IRF_GPM_FACT_GI2.TARGET_ADDRESS
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Attribute name: UD Interaction Resource ID
Folder: Detail > Handling Attempt > Handling Predictive Routing
Description: Enables data to be organized by the primary key of the IRF_USER_DATA_KEYS table.
Database table: IF_IRF_GPM_FACT_GI2.INTERACTION_RESOURCE_ID
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Folder: Detail > Handling Attempt > Handling User Data Example

Attribute name: Detail 1-16
Folder: Detail > Handling Attempt > Handling User Data Example
Description: These fifteen attributes enable data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
Database table: IRF_USER_DATA_CUST_*.INTERACTION_RESOURCE_ID, INTERACTION_RESOURCE_FACT_GI2.INTERACTION_RESOURCE_ID
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Attribute name: Dimension 1 - Dimension 5
Folder: Detail > Handling Attempt > Handling 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: Detail > Handling Attempt > Handling 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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Folder: Detail > Transfer

Attribute name: End Timestamp
Folder: Detail > Transfer
Description: Enables data to be organized by the calendar date and time when the interaction ended. Also displayed as Interaction End or Interaction End Time in some reports.
Database table: IF_IRF_GPM_FACT_GI2.IF_END_TS_TIME
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Attribute name: From
Folder: Detail > Transfer
Description: Enables data to be organized by the source address of the interaction. For voice, the source address is the interaction’s automatic number identification (ANI). The source address is: For email = the customer's email address. For chat, = empty.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.SOURCE_ADDRESS
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Attribute name: GUID
Folder: Detail > Transfer
Description: Enables data to be organized by the globally unique identifier of the interaction as reported by the interaction media server. This identifier may not be unique. In the case of T-Server voice interactions, the GUID is the Call UUID. In the case of Multimedia, the GUID is the Interaction ID from Interaction Server.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.MEDIA_SERVER_IXN_GUID
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Attribute name: Handling Attempt End
Folder: Detail > Transfer
Description: Enables data to be organized by the moment when the resource's participation in the interaction ended.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.END_TS_TIME
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Attribute name: Handling Attempt Start
Folder: Detail > Transfer
Description: Enables data to be organized by the moment when the resource began to participate in the interaction.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.START_TS_TIME
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Attribute name: Handling Attempt Target Start
Folder: Detail > Transfer
Description: Enables data to be organized by the moment when the resource receiving the transfer began to participate in the interaction.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.START_TS_TIME_RCV
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Attribute name: Interaction Handling Attempt ID
Folder: Detail > Transfer
Description: Enables data to be organized by the primary key of the INTERACTION_RESOURCE_FACT table.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.INTERACTION_RESOURCE_ID
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Attribute name: Interaction ID
Folder: Detail > Transfer
Description: Enables data to be organized by the interaction ID of the INTERACTION_FACT or the INTERACTION_RESOURCE_ 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_RES_FACT_TRNSFR_GI2.INTERACTION_ID
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Attribute name: Interaction Subtype
Folder: Detail > Transfer
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: Detail > Transfer
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: Service Subtype
Folder: Detail > Transfer
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: Detail > Transfer
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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Attribute name: Source Business Result
Folder: Detail > Transfer
Description: Enables data to be organized based on the configured business result. Identical to Business Attribute > Business Result.
Database table: INTERACTION_DESCRIPTOR_GI2.BUSINESS_RESULT
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Attribute name: Source Customer Segment
Folder: Detail > Transfer
Description: Enables data to be organized based on the configured customer segment. Identical to Business Attribute > Customer Segment.
Database table: INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT
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Attribute name: Source Last Queue
Folder: Detail > Transfer
Description: Enables data to be organized by the name of the last queue in which the interaction traveled before it was handled. This attribute excludes virtual queues. Identical to Detail > Last Queue.
Database table: RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’)
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Attribute name: Source Last VQueue


Introduced: 9.0.015.00

Folder: Detail > Transfer
Description: Enables data to be organized by the name of the last virtual queue in which the interaction traveled before it was handled.
Database table: RESOURCE_VQ.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’)
Form(s): Source Last VQueue Type
Forms in this attribute:
Form:

Table.Column:
Data type:

Description:
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Attribute name: Source Name
Folder: Detail > Transfer
Description: Enables data to be organized by the name of the handling resource—for example, the IVR port number; the name of the queue; or the first, last, and user name of the agent.
Database table: RESOURCE_.RESOURCE_NAME
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Attribute name: Source Service Subtype
Folder: Detail > Transfer
Description: Enables data to be organized by the detailed type of service that the customer requested. Identical to Business Attribute > Service Subtype.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE
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Attribute name: Source Service Type
Folder: Detail > Transfer
Description: Enables data to be organized by the type of service that was assigned to the interaction. Identical to Business Attribute > Service Type.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE
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Attribute name: Source Technical Result
Folder: Detail > Transfer
Description: Enables data to be organized by its disposition—its technical result and other aspects of the technical result—for example, Abandoned, Completed, Diverted, Pulled, and Transferred. Identical to Detail > Handling Attempt > Technical Result.
Database table: TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT
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Attribute name: Source Technical Result Reason
Folder: Detail > Transfer
Description: Enables data to be organized by the reason for the technical result—for example, Abandoned-WhileRinging, AnsweredByAgent, or RouteOnNoAnswer. Identical to Detail > Handling Attempt > Technical Result Reason.
Database table: TECHNICAL_DESCRIPTOR.RESULT_REASON
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Attribute name: Source Technical Result Resource Role
Folder: Detail > Transfer
Description: Enables data to be organized by the role that is associated by the resource—for example, Puller, Received, or RoutedTo. Identical to Handling Attempt > Technical Result Role.
Database table: TECHNICAL_DESCRIPTOR.RESOURCE_ROLE
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Attribute name: Source Technical Result Role Reason
Folder: Detail > Transfer
Description: Enables data to be organized by the reason of the resource role—for example, Conference-Initiator, ConferenceJoined, or PulledBackTimeout. Identical to Handling Attempt > Technical Result Role Reason.
Database table: TECHNICAL_DESCRIPTOR.ROLE_REASON
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Attribute name: Source Type
Folder: Detail > Transfer
Description: Enables data to be organized by the resource’s type—for example, Agent, Queue, and IVRPort.
Database table: RESOURCE_.RESOURCE_TYPE
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Attribute name: Start Timestamp
Folder: Detail > Transfer
Description: Enables data to be organized by the moment when the interaction began.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.IF_START_TS_TIME
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Attribute name: Target Business Result
Folder: Detail > Transfer
Description: Enables data to be organized by the configured business result.
Database table: INTERACTION_DESCR_RCV_GI2.BUSINESS_RESULT
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Attribute name: Target Customer Segment
Folder: Detail > Transfer
Description: Enables data to be organized by the configured customer segment.
Database table: INTERACTION_DESCR_RCV_GI2.CUSTOMER_SEGMENT
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Attribute name: Target Interaction Descriptor Key
Folder: Detail > Transfer
Description: Enables data to be organized by the surrogate key that is used to join this aggregate table to the INTERACTION_DESCRIPTOR table to identify the business attributes that have been assigned to the interaction.
Database table: INTERACTION_DESCR_RCV_GI2.INTERACTION_DESCRIPTOR_KEY, INTERACTION_RES_FACT_GI2.INTERACTION_DSCRPTR_KEY_RCV
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Attribute name: Target Last Queue
Folder: Detail > Transfer
Description: Enables data to be organized by the name of the last queue in which the interaction traveled before it was handled. This Attribute excludes virtual queues.
Database table: RESOURCE_RCV_Q.RESOURCE_NAME, WHERE RESOURCE_TYPE_CODE=’QUEUE’
Form(s): Target Last Queue Type
Forms in this attribute:
Form: Target Last Queue Type

Table.Column: RESOURCE_RCV_Q.RESOURCE_SUBTYPE
Data type: Text

Description: Enables data to be organized by the type of the last queue in which the initiated transfer or conference traveled before it was handled, such as ACDQueue, InteractionQueue, or InteractionWorkBin.
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Attribute name: Target Last Queue Key
Folder: Detail > Transfer
Description: Enables data to be organized by the primary key of the last queue in which the interaction traveled before it was handled. This Attribute excludes virtual queue
Database table: RESOURCE_RCV_Q.RESOURCE_KEY, INTERACTION_RES_FACT_TRNSFR_GI2.LAST_QUEUE_RES_KEY_RCV
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Attribute name: Target Last VQueue
Folder: Detail > Transfer
Description: Enables data to be organized by the name of the last queue in which the interaction traveled before it was handled. This Attribute excludes virtual queues.
Database table: RESOURCE_RCV_VQ.RESOURCE_NAME
Form(s): Target Last VQueue Type
Forms in this attribute:
Form: Target Last VQueue Type

Table.Column: RESOURCE_RCV_VQ.RESOURCE_SUBTYPE
Data type: Text

Description: Enables data to be organized by the type of the last queue in which the initiated transfer or conference traveled before it was handled, such as ACDQueue, InteractionQueue, or InteractionWorkBin.
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Attribute name: Target Last VQueue Key
Folder: Detail > Transfer
Description: Enables data to be organized by the primary key of the last queue in which the interaction traveled before it was handled. This Attribute excludes virtual queues.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.LAST_VQUEUE_RES_KEY_RCV
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Attribute name: Target Name
Folder: Detail > Transfer
Description: Enables data to be organized by the name of the agent, queue, or self-service IVR port that processed the interaction.
Database table: RESOURCE_TARGET.RESOURCE_NAME
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Attribute name: Target Resource Key
Folder: Detail > Transfer
Description: Enables data to be organized by the primary key of the RESOURCE_TARGET table.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.RESOURCE_KEY_RCV, RESOURCE_TARGET.RESOURCE_KEY
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Attribute name: Target Service Subtype
Folder: Detail > Transfer
Description: Enables data to be organized by the detailed type of service that the customer requested.
Database table: INTERACTION_DESCR_RCV_GI2.SERVICE_TYPE_SUBTYPE
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Attribute name: Target Service Type
Folder: Detail > Transfer
Description: Enables data to be organized by the type of service that was assigned to the interaction.
Database table: INTERACTION_DESCR_RCV_GI2.SERVICE_TYPE
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Attribute name: Target Technical Descriptor Key
Folder: Detail > Transfer
Description: Enables data to be organized by the surrogate key that is used to join to the TECHNICAL_DESCRIPTOR table.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.TECHNICAL_DSCRPTR_KEY_RCV, TECHNICAL_DESCRIPTOR_RCV.TECHNICAL_DESCRIPTOR_KEY
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Attribute name: Target Technical Result
Folder: Detail > Transfer
Description: enables data to be organized by its disposition—its technical result and other aspects of the technical result—for example, Abandoned, Completed, Diverted, Pulled, or Transferred.
Database table: TECHNICAL_DESCRIPTOR_RCV.TECHNICAL_RESULT
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Attribute name: Target Technical Result Reason
Folder: Detail > Transfer
Description: Enables data to be organized by the reason for the technical result—for example, Abandoned-WhileRinging, AnsweredByAgent, or RouteOnNoAnswer.
Database table: TECHNICAL_DESCRIPTOR_RCV.RESULT_REASON
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Attribute name: Target Technical Result Resource Role
Folder: Detail > Transfer
Description: Enables data to be organized by the role that is associated by the resource—for example, Puller, Received, or RoutedTo.
Database table: TECHNICAL_DESCRIPTOR_RCV.RESOURCE_ROLE
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Attribute name: Target Technical Result Role Reason
Folder: Detail > Transfer
Description: Enables data to be organized by the reason of the resource role—for example, Conference-Initiator, ConferenceJoined, or PulledBackTimeout.
Database table: TECHNICAL_DESCRIPTOR_RCV.ROLE_REASON
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Attribute name: Target Type
Folder: Detail > Transfer
Description: Enables data to be organized by the resource type—for example, Agent, Queue, or IVRPort.
Database table: RESOURCE_TARGET.RESOURCE_TYPE
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Attribute name: To
Folder: Detail > Transfer
Description: Enables data to be organized by the target address of the interaction.
  • For voice, the target address is the interaction’s dialed number identification service (DNIS).
  • For email, the target address is a contact center email address. For chat, the target address is empty.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.TARGET_ADDRESS
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Folder: Detail > Transfer > Source User Data Example

Attribute name: Dimension 1 - Dimension 5
Folder: Detail > Transfer > Source 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: Detail > Transfer > Source 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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Folder: Detail > Transfer > Target User Data Example

Attribute name: Dimension 1-10
Folder: Detail > Transfer > Target User Data Example
Description: These 10 attributes enable data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
Database table:
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Attribute name: Interaction Handling Attempt ID Rcv
Folder: Detail > Transfer > Target User Data Example
Description: The Attribute is for internal purposes only.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.INTERACTION_RESOURCE_ID_RCV
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Attribute name: Start Date Time Key Rcv
Folder: Detail > Transfer > Target User Data Example
Description: The Attribute is for internal purposes only.
Database table: INTERACTION_RES_FACT_TRNSFR_GI2.START_DATE_TIME_KEY_RCV
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This page was last edited on June 10, 2020, at 18:16.
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