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
Each row describes a summarized state of an agent resource across all media. Using media-specific SM_RES_STATE_FACT data as the source, the media-neutral state is the highest-priority state in effect for any of the agent's media for which Genesys Info Mart has been configured to populate summarized states (in other words, the applicable populate-sm-*-resource-activity options are set to true). The priority is determined by the sm-resource-state-priority option.
A new row is inserted whenever there is the possibility that a new media-neutral summarized state was entered, such as when a summarized state begins in any media session for the resource, or when a summarized session for the resource ends. In these situations, the previous media-neutral state is ended, the winning state is re-evaluated, and the new highest-priority state (which may be the same as the previous one) is recorded. Therefore, there might be multiple sequential rows with the same state for the agent. A media-neutral state is also ended if it is still active at the end of an ETL cycle, and the winning state is re-evaluated at the beginning of the next ETL cycle. The rows are not updated.
The SM_MEDIA_NEUTRAL_STATE_FACT table does not record subsecond states, so there will never be more than one media-neutral state for an agent in the same second.
The SM_MEDIA_NEUTRAL_STATE_FACT table is populated up to the point where summarized state data is available for activity from both voice and multimedia data sources. Because evaluation of the highest media-neutral state can occur only after the media-specific summarized states have been transformed, population of the SM_MEDIA_NEUTRAL_STATE_FACT table is commonly one ETL cycle behind the SM_RES_STATE_FACT table.
If the extraction high-water marks (HWMs) of the voice and multimedia data domains differ, Genesys Info Mart will wait for summarized state data from the lagging data domain. The waiting period depends on the configured extract-data-stuck-threshold option value. Once the waiting period is over, Genesys Info Mart begins to populate the table based on available media-specific data.
The STUCK_FLAG indicates whether the highest-priority media-neutral state was determined based on data from only one of the data domains (voice or multimedia) — for example, because one of the data domains was lagging significantly behind the other, or because there is only one data domain in the deployment.
The start and end dates and times are stored as facts, in seconds that have elapsed since January 1, 1970. The start time is also stored as a DATE_TIME dimension reference.
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Identifies the start of a 15-minute interval in which the summarized resource state began. 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 START_TS timestamp to an appropriate time zone.
The surrogate key that is used to join this table to the RESOURCE_ dimension, to identify a specific agent that is associated with the agent state.
The surrogate key that is used to join this table to the RESOURCE_STATE dimension, to identify the specific resource state of this record.
The surrogate key that is used to join this table to the TENANT dimension, to identify a specific tenant to which the agent belongs..
The UTC-equivalent value of the date and time at which the resource state began. This value results from calculation of the media-neutral summarized resource state and does not necessarily match the START_TS value in the underlying GIDB table(s) or the SM_RES_STATE_FACT table.
The UTC-equivalent value of the date and time at which the resource state ended. This value results from calculation of the summarized resource state and does not necessarily match the END_TS value in the underlying GIDB table(s) or the SM_RES_STATE_FACT table.
Indicates whether the determination of the highest-priority state was made without input from one of the data domains: 0 = No, 1 = Yes.
Introduced: Release 8.5.003
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.
- Facts - Represents the relationships between subject area facts.
- Summary_Resource_State - Represents agent resource states, summarized to the media type.