In the Column List:
- P = Primary key
- M = Mandatory field
- F = Foreign key
This table contains detailed information about state changes during the agent's login session. The records inserted into this table include:
- changes to the agent's state.
- changes to the agent's pending state.
- changes to the agent's workmode.
- indication that the agent connected to a call.
- indication the agent disconnected from a call.
The setting of the gls-enable-acw-busy and gls-acw-first configuration options may affect the values of certain fields in this table. The setting of configuration options in the [filter-data] section may also impact records in this table. Refer to the Interaction Concentrator Deployment Guide for a description of the gls-enable options and those options available in the [filter-data] section.
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|ID||NUMERIC(16)||X||X||The unique, autonumbered ID of the record. This is the primary key.|
|Type||INTEGER||X||The type of the record. One of the following values:
|State||INTEGER||X||The state of the agent on the device (endpointid) against a queue (queueid), or the previous state in G_AGENT_STATE_HISTORY table. One of the following values:
|PendingState||INTEGER||The pending state of the agent (if known). The agent's state will be changed to this state after the current state finishes. One of the following values:
|Seq||INTEGER||X||The sequence number of the state changes record. Each time that an agent's state on a device changed (against queue, if specified), this field has the next value. Agent state change types are listed at the top of this topic.|
|LSeq||INTEGER||The sequence number of the record within the a given login session.|
|PSeq||INTEGER||The sequence number of the record within the same state. If a pending state changed, this field has the next value. Records that reflect state changes have 0 in this field. Records that reflect pending state changes have a non-zero value in this field.|
|PrevState||INTEGER||State of the agent on device (endpointid) against queue (queueid), or previous state in G_AGENT_STATE_HISTORY table. One of the following values:
|PrevSEnter||TIMESTAMP||The GMT-equivalent date and time when the previous agent state was detected.|
|PrevSEnter_ts||INTEGER||The UTC-equivalent value of the PREVSENTER field.|
|PrevSEnter_tcode||INTEGER||A reference, derived from the value of the PREVSENTER_TS field, to a record in the G_TIMECODE table.|
|Cause||INTEGER||The cause of creation of the record
|AgentStateCondition||INTEGER||Additional, detailed information regarding the forced state change. One of the following values:
|WorkMode||INTEGER||The workmode of the agent state as reported by T-Server. One of the following values:
|ReasonCode||VARCHAR(255)||The hardware reason code value (switch reason code) by the value of the key ReasonCode in the Extensions section.|
|SysReason||INTEGER||The system reason. An internal ICON reason to create a record.|
|AgentID||INTEGER||X||The DBID of the agent (person) configuration object.|
|LoginID||INTEGER||The DBID of the Login (the AgentID in the configuration database) on the switch.
In a SIP Cluster environment, the value for this field is NULL.
|EndPointID||INTEGER||The DBID of the agent's endpoint (DN) configuration object in Configuration Server.
|QueueID||INTEGER||The DBID of the Queue (ACDQ) configuration object in Configuration Server, where the agent logged in. A value of 0 (zero) indicates that no queue is specified for this record.|
|PlaceID||INTEGER||The DBID of the place configuration object (if configured). This is the place where the agent logged in.
|LoginSessionID||VARCHAR(50)||The ID (GUID) of the agent's login session. Refer to the record in G_LOGIN_SESSION.|
|PartyID||VARCHAR(50)||The PartyID of the party that is related to the record. Refer to G_PARTY. The PartyID can be either the party that connected with the agent or the party for the detected ACW state.|
|Added||TIMESTAMP||X||The GMT-equivalent date and time when information about an agent's change of agent's state was detected.|
|Added_ts||INTEGER||The UTC-equivalent value of the ADDED field.|
|Added_tcode||INTEGER||A reference, derived from the value of the ADDED_TS field, to a record in the G_TIMECODE table.|
|GSYS_DOMAIN||INTEGER||Contains the data source session ID (DSS_ID) for the session that was active when the data was processed by ICON. For more information, see the description in System Fields (for DB2, Microsoft SQL Server, Oracle, or PostgreSQL, respectively).|
|GSYS_PARTITION||INTEGER||A key that is used for partitioning.|
|GSYS_SYS_ID||INTEGER||System ID. Reserved for future use.|
|GSYS_SEQ||BIGINT||Insert Sequence. Not unique.|
|GSYS_USEQ||BIGINT||Update Sequence. Not unique.|
|GSYS_EXT_VCH1||VARCHAR(255)||A string value with the name of the media type for a 3rd Party Media interaction, as reported by Interaction Server.
|GSYS_EXT_VCH2||VARCHAR(255)||If the gls-store-event-seq configuration option is set to 1, then this field stores the event sequence number, as a string, from the triggering event for this record. Otherwise, this field is either 0 (when events come from Interaction Server 7.5) or null (when events come from Interaction Server 7.6 or T-Server 7.5+).|
|GSYS_EXT_INT1||INTEGER||The media type of this interaction. One of the following values:
|GSYS_EXT_INT2||INTEGER||The Agent's busy level—The number of calls with which the agent was connected at the time the history record was added. The calls are counted separately for each login session of the agent (if more than one login session exists at the same time on different switches).|