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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.

Interaction_Resource Subject Area View Large

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.

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This page was last modified on 29 August 2016, at 14:52.