In the Column List:
- P = Primary key
- M = Mandatory field
- F = Foreign key (where the term is used loosely to indicate a surrogate key reference to a field in another table, not a formal constraint)
- DV = Default value
This table is populated in Cloud deployments with Advanced Chat. Each row in this table describes a chat thread, providing accumulated statistics for all chat sessions within a thread, in a deployment with Advanced Chat.
Each fact is based on user data about the chat thread sent in an Interaction Server reporting event when a particular chat session ends. Genesys Info Mart extracts the KVP data from the G_USERDATA_HISTORY table in IDB, and the transformation job combines the statistics in each event into a single CHAT_THREAD_FACT record. Rows are inserted on receipt of the reporting event; rows are updated when a subsequent reporting event is received about a new chat session that is part of the same thread. The chat statistics reported in each record are summarized by thread and are not connected to specific agents.
The THREAD_ID links the CHAT_THREAD_FACT record with the related CHAT_SESSION_FACT.
The meanings of terms such as interaction, session, thread, and conversation have evolved with Genesys chat implementations, and these terms might have different technical meanings in different contexts, depending on the type and version of chat implementation in your deployment.
- For the CHAT_SESSION_FACT table, the reporting entity is a set of chat messages with a particular customer on a single topic. The messages occur in close time proximity to each other. From the point of view of the server managing the chat activity, the messages occur within a single interaction.
- In the Genesys Info Mart documentation, the reporting entity that is the subject of CHAT_SESSION_FACT records is always referred to as a session. In certain chat implementations in Cloud deployments and, therefore, in documentation describing those deployments, such a set of messages could be referred to as an interaction, and the term session could have a different meaning (see next bullet).
- For the CHAT_THREAD_FACT table, the reporting entity is a thread of multiple chat interactions with a particular customer over time.
- In the Genesys Info Mart documentation, the reporting entity that is the subject of CHAT_THREAD_FACT records is always referred to as a thread. In certain chat implementations in Cloud deployments and, therefore, in documentation describing those deployments, these linked interactions, or threads, are referred to as sessions or conversations. As noted in the previous bullet, in the Genesys Info Mart documentation the term session always refers to the individual interactions in a thread.
Hint: For easiest viewing, open the downloaded CSV file in Excel and adjust settings for column widths, text wrapping, and so on as desired. Depending on your browser and other system settings, you might need to save the file to your desktop first.
Based on KVP: thread_Id
Identifier of the thread that the chat session is part of.
Based on KVP: cse_ChatThreadStartedAt
Identifies the start of a 15-minute interval in which the first session within the chat thread was initiated. Use this value as a key to join the fact tables to any configured DATE_TIME dimension, in order to group the facts that are related to the same interval and/or convert the timestamp from the KVP to an appropriate time zone. In combination with THREAD_ID, START_DATE_TIME_KEY forms the value of the composite primary key for this table in nonpartitioned as well as partitioned databases.
Based on KVP: ChatServerSessionClosedAt
Identifies the start of a 15-minute interval in which the most recent session within the chat thread ended or was rejected. Use this value as a key to join the fact tables to any configured DATE_TIME dimension, in order to group the facts that are related to the same interval and/or convert the timestamp from the KVP to an appropriate time zone.
Based on KVP: csg_TenantId
The surrogate key that is used to join the TENANT dimension to the fact tables.
Based on KVP: thrd_SessionsCount
The number of sessions in the thread.
Based on KVP: thrd_HandleTime
The total time (in seconds) that at least one agent was connected to the thread. This value is calculated as the sum of CHAT_SESSION_FACT.HANDLE_DURATION values for all chat sessions that are part of the thread.
Based on KVP: thrd_PartiesAsAgentCount
The number of unique agents that handled interactions within the thread.
Based on KVP: thrd_EngagementsCount
The number of engagements, manifested as occurrences of Agent Join events when an agent was in active mode and performed some customer-related actions in the chat (for example, typed a message).
Based on KVP: thrd_AgentReplyTotalTime
The amount of time elapsed between a client's message and a subsequent agent's message, summarized throughout the thread.
Based on KVP: thrd_MessagesFromAgentsCount
The total number of agents' messages in the thread.
Based on KVP: thrd_MessagesFromAgentsSize
The total size of agents' messages in the thread, expressed as the number of characters, including spaces.
Based on KVP: thrd_MessagesFromCustomersCount
The total number of client messages in the thread.
Based on KVP: thrd_MessagesFromCustomersSize
The total size of client messages in the thread, expressed as the number of characters, including spaces.
Based on KVP: csg_MediaType
The surrogate key that is used to join the MEDIA_TYPE dimension to the fact tables, to indicate the type of media.
Based on KVP: csg_MediaOrigin
The surrogate key that is used to join the MEDIA_ORIGIN dimension to the fact tables, to indicate where the chat originated.
The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data creation. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools—that is, applications that need to identify newly added data.
The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data update. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools—that is, applications that need to identify recently modified data.
|Improves access time, based on the Start Date Time key.|
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