Interaction_Resource Subject Area
This subject area represents a summary of each attempt to handle an interaction. It encompasses the mediation process that is required to offer the interaction to a target handling resource, as well as the activities of that target handling resource.
Subject Area Dimensional Model Tables
Table/View | Description |
---|---|
ANCHOR_FLAGS | Enables identification of the beginning of the handling of an interaction or interaction thread from the perspective of the handling resource, such as an agent's first participation in an interaction. |
DATE_TIME | Allows facts to be described by attributes of a calendar date and 15-minute interval. |
INTERACTION_DESCRIPTOR | Allows interaction facts to be described by deployment-specific business attributes that characterize the interaction, such as service type and customer segment. |
INTERACTION_RESOURCE_FACT | Represents a summary of each attempt to handle an interaction. It encompasses the mediation process that is required to offer the interaction to a target handling resource, as well as the activities of that target handling resource. |
INTERACTION_TYPE | Allows facts to be described based on interaction type, such as Inbound, Outbound or Internal. |
IRF_USER_DATA_CUST_1 | Is provided as a sample of a table to store high-cardinality data that comes as deployment-specific, user-defined business attributes that characterize the interaction. By default, this table is not included in the schema. |
IRF_USER_DATA_GEN_1 | Allows interaction resource facts and, if so configured, mediation segment facts to be described by Genesys-defined (predefined) string attributes that may come attached with interactions. |
IRF_USER_DATA_KEYS | Allows specification of up to 800 deployment-specific, user-defined string attributes that may come attached with interactions. Use this table to define low-cardinality dimensions if you require storing low-cardinality KVP data for reporting purposes. |
MEDIA_TYPE | Allows facts to be described based on media type, such as Voice. |
REQUESTED_SKILL | Allows facts to be described based on a combination of requested skills and minimum skill proficiencies. |
REQUESTED_SKILL_COMBINATION | Allows facts to be described by a single string field that represents the full combination of requested skills and proficiencies. |
RESOURCE_ | Allows facts to be described based on the attributes of contact center resources. |
RESOURCE_GROUP_COMBINATION | Allows facts to be described based on the membership of resources in a combination of resource groups. |
RESOURCE_STATE | Allows facts to be described by the states of the contact center resources. |
ROUTING_TARGET | Allows facts to be described by routing targets that are selected by the router. |
STRATEGY | Allows facts to be described by the associated routing strategy or IVR application. |
TECHNICAL_DESCRIPTOR | Allows facts to be described by the role of the associated contact center resource and the technical result of the association. |
USER_DATA_CUST_DIM_1 | Is provided as a sample of a table to store deployment-specific, user-defined, low-cardinality dimensions based on data that come attached with interactions. By default, this table is not included in the schema. |
This page was last edited on June 22, 2022, at 23:38.
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