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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
  • In the Data Type column, varchar/nvarchar means that the data type is varchar except in multi-language databases that use Unicode, in which case the data type is nvarchar.

Table TECHNICAL_DESCRIPTOR

Description

Modified: 8.5.014.34 (in Microsoft SQL Server, data type for the following columns modified in single-language databases: TECHNICAL_RESULT, TECHNICAL_RESULT_CODE, RESULT_REASON, RESULT_REASON_CODE, RESOURCE_ROLE, RESOURCE_ROLE_CODE, ROLE_REASON, ROLE_REASON_CODE); 8.5.003 (in Oracle, fields with VARCHAR data types use explicit CHAR character-length semantics)

In partitioned databases, this table is not partitioned.


This table allows interaction-based facts to be described by the role of the associated resource and the technical result of the interaction or the interaction-based fact. For example, a queue resource received an interaction and diverted to another resource. Each row describes one distinct combination of attributes.

For detailed information about the available technical descriptor combinations, see Technical Descriptors in the Genesys Info Mart User's Guide. (Cloud customers: For your convenience, the relevant page is reproduced here in the Reporting guide.)


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Column List

Legend

Column Data Type P M F DV
TECHNICAL_DESCRIPTOR_KEY int X X
TECHNICAL_RESULT nvarchar(255)
TECHNICAL_RESULT_CODE nvarchar(32)
RESULT_REASON nvarchar(255)
RESULT_REASON_CODE nvarchar(32)
RESOURCE_ROLE nvarchar(255)
RESOURCE_ROLE_CODE nvarchar(32)
ROLE_REASON nvarchar(255)
ROLE_REASON_CODE nvarchar(32)
CREATE_AUDIT_KEY numeric(19) X X
UPDATE_AUDIT_KEY numeric(19) X X

TECHNICAL_DESCRIPTOR_KEY

The surrogate key that is used to join this dimension table to the fact tables.

TECHNICAL_RESULT

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The technical result of the handling attempt—that is, how the attempt ended. This field is set to one of the following values:

  • Abandoned
  • AbnormalStop
  • Cleared
  • Completed
  • Conferenced
  • CustomerAbandoned
  • Deferred
  • DestinationBusy
  • Diverted
  • Incomplete
  • None
  • OutboundStopped
  • Pulled
  • Redirected
  • Routed
  • Transferred
  • Unspecified


This value can change with localization.

TECHNICAL_RESULT_CODE

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The technical result code of the handling attempt—that is, how the attempt ended. This field is set to one of the following values:

  • ABANDONED
  • ABNORMALSTOP
  • CLEARED
  • COMPLETED
  • CONFERENCED
  • CUSTOMERABANDONED
  • DEFERRED
  • DESTINATIONBUSY
  • DIVERTED
  • INCOMPLETE
  • NONE
  • OUTBOUNDSTOPPED
  • PULLED
  • REDIRECTED
  • ROUTED
  • TRANSFERRED
  • UNSPECIFIED


This value does not change with localization.

RESULT_REASON

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The reason for the technical result. This field is set to one of the following values:

  • AbandonedFromHold
  • AbandonedWhileQueued
  • AbandonedWhileRinging
  • AbnormalStopWhileQueued
  • AbnormalStopWhileRinging
  • AnsweredByAgent
  • AnsweredByOther
  • Archived
  • CallbackAccepted
  • Canceled
  • DefaultRoutedByStrategy
  • DefaultRoutedBySwitch
  • IntroducedTransfer
  • PulledBack (starting with release 8.1.4) or PulledBackTimeout (in releases earlier than 8.1.4)
  • Redirected
  • Rejected
  • Revoked
  • RoutedFromAnotherVQ
  • RoutedToOther
  • RouteOnNoAnswer
  • Stopped
  • StuckCall
  • TargetsCleared
  • Unspecified


This value can change with localization.

RESULT_REASON_CODE

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The reason code for the technical result. This field is set to one of the following values:

  • ABANDONEDFROMHOLD
  • ABANDONEDWHILEQUEUED
  • ABANDONEDWHILERINGING
  • ABNORMALSTOPWHILEQUEUED
  • ABNORMALSTOPWHILERINGING
  • ANSWEREDBYAGENT
  • ANSWEREDBYOTHER
  • ARCHIVED
  • CALLBACKACCEPTED
  • CANCELED
  • DEFAULTROUTEDBYSTRATEGY
  • DEFAULTROUTEDBYSWITCH
  • INTRODUCEDTRANSFER
  • PULLEDBACK (starting with release 8.1.4) or PULLEDBACKTIMEOUT (in releases earlier than 8.1.4)
  • REDIRECTED
  • REJECTED
  • REVOKED
  • ROUTEDFROMANOTHERVQ
  • ROUTEDTOOTHER
  • ROUTEONNOANSWER
  • STOPPED
  • STUCKCALL
  • TARGETSCLEARED
  • UNSPECIFIED


This value does not change with localization.

RESOURCE_ROLE

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The role that is played by the resource that is associated with the handling attempt. This field is set to one of the following values:

  • DivertedTo
  • InConference
  • Initiated
  • InitiatedConsult
  • Puller
  • Received
  • ReceivedConsult
  • ReceivedRequest
  • ReceivedTransfer
  • RedirectedTo
  • RoutedTo
  • Unknown

This value can change with localization.

RESOURCE_ROLE_CODE

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The code of the role that is played by the resource that is associated with the handling attempt. This field is set to one of the following values:

  • DIVERTEDTO
  • INCONFERENCE
  • INITIATED
  • INITIATEDCONSULT
  • PULLER
  • RECEIVED
  • RECEIVEDCONSULT
  • RECEIVEDREQUEST
  • RECEIVEDTRANSFER
  • REDIRECTEDTO
  • ROUTEDTO
  • UNKNOWN

This value does not change with localization.

ROLE_REASON

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The reason for the resource role. This field is set to one of the following values:

  • Unspecified
  • ConferenceInitiator
  • ConferenceJoined
  • IntroducedTransfer
  • PulledBack (starting with release 8.1.4) or PulledBackTimeout (in releases earlier than 8.1.4)

This value can change with localization.

ROLE_REASON_CODE

Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The code of the reason for the resource role. This field is set to one of the following values:

  • UNSPECIFIED
  • CONFERENCE_INITIATOR
  • CONFERENCE_JOINED
  • INTRODUCEDTRANSFER
  • PULLEDBACK (starting with release 8.1.4) or PULLEDBACKTIMEOUT (in releases earlier than 8.1.4)

This value does not change with localization.

CREATE_AUDIT_KEY

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.

UPDATE_AUDIT_KEY

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.

Index List

No indexes are defined.

Subject Areas

  • Interaction_Resource — 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.
  • Mediation_Segment — Represents interaction activity from the perspective of contact center ACD queues, virtual queues, interaction queues, and interaction workbins, as well as groups thereof.
This page was last edited on December 20, 2019, at 21:25.

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