Jump to: navigation, search

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

Table SDR_CALL_DISPOSITION

Description

Introduced: 8.5.001. Supported in Genesys Cloud deployments only.
Modified: 8.5.007 (FINAL_DISPOSITION column added)

In partitioned databases, this table is not partitioned.


This dimension table enables Session Detail Record (SDR) facts to be described based on the disposition, which represents the status of the interaction at the time it exited the call flow. Each row describes one possible disposition, such as whether the interaction was routed to an agent or the caller hung up.

Column List

Legend

Column Data Type P M F DV

ID

NUMBER(10) X X

CREATE_AUDIT_KEY

NUMBER(19) X X

DISPOSITION_TYPE

VARCHAR2(255 CHAR) X NO_VALUE

DISPOSITION_CATEGORY

VARCHAR2(255 CHAR) X NO_VALUE

FINAL_DISPOSITION

VARCHAR2(50 CHAR) X NO_VALUE

ID


The primary key of this table.

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.

DISPOSITION_TYPE


The disposition, or status, assigned to a call when the caller exited the call flow. Possible values are:


  • default
  • System Error
  • Application Timeout
  • Terminated - Terminate Call
  • Terminated - Business Hours
  • Terminated - Special Days
  • Terminated - Emergency
  • Terminated - Menu Option
  • Abandoned in Self Service
  • Abandoned in Queue
  • Completed in Self Service
  • Routed to Agent
  • Routed to DN
  • Routing Incomplete
  • Default Routed
  • Routed to Voicemail

For more information about the disposition types and what they represent, see the Designer Summary Dashboard.

DISPOSITION_CATEGORY


Custom disposition category that an application may specify, to help categorize user-specific outcomes of application. The values depend on the application. Below are examples of the values that an application might provide:

  • Transfer
  • Abandoned
  • Self Helped
  • Deflection
  • Missing

FINAL_DISPOSITION

Introduced: Release 8.5.007

The disposition, or status, assigned to a call at the time it exited the call flow, such as whether it was routed to an agent, terminated due to it being a special day or outside of regular business hours, or the caller hung up. One of the following values:


  • default
  • System Error
  • Application Timeout
  • Terminated - Terminate Call
  • Terminated - Business Hours
  • Terminated - Special Days
  • Terminated - Emergency
  • Terminated - Menu Option
  • Abandoned in Self Service
  • Abandoned in Queue
  • Completed in Self Service
  • Routed to Agent
  • Routed to DN
  • Routing Incomplete
  • Default Routed
  • Routed to Voicemail


Index List

CODE U C Description

I_SDR_CALL_DISPOSITION

X Ensures that the combinations of values that are stored in the dimension table are unique.

Index I_SDR_CALL_DISPOSITION

Field Sort Comment
DISPOSITION_TYPE Ascending
DISPOSITION_CATEGORY Ascending
FINAL_DISPOSITION Ascending

No subject area information available.

 

Comment on this article:

blog comments powered by Disqus
This page was last modified on 28 March 2017, at 22:20.