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In the Column List:

  • P = Primary key
  • M = Mandatory field
  • F = Foreign key

Table G_AGENT_STATE_RC_A


The active Agent state reason codes. Records are inserted when a new hardware or software reason code is reported, a reason code is changed, or an agent's state is changed. When a reason code is closed because either the reason code or the state changed, the reason code becomes inactive and the corresponding record is removed from the table. The G_AGENT_STATE_RC table stores the values of inactive reason codes—in other words, reason codes that have been changed or terminated.

The G_AGENT_STATE_RC_A table contains only active reason code records. ICON clears the table on restart, to clean out obsolete records that would otherwise accumulate in the case of unexpected ICON or database failures.

An ICON application setting, gls-active-reason-codes in the the [callconcentrator] section, determines whether ICON writes to this table.

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Column List

Legend

Column Data Type P M F Description

ID

NUMERIC(16) X X The unique, autonumbered ID of this record. This is the primary key.

SessionID

VARCHAR(50) X The ID (GUID) of the agent's login session. Refer to the corresponding record in G_LOGIN_SESSION.

EndPointID

INTEGER X The DBID of the Endpoint. This value is 0 for interactions originating from Interaction 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.

AgentState

INTEGER X The agent state provided by the reason code. Refer to the G_AGENT_STATE_HISTORY table.

WorkMode

INTEGER X The current (active) workmode of the Agent state provided by the reason code.

HWFlag

SMALLINT X A flag that indicates whether the reason code is hardware or software. One of the following values:
  • 0—false–It is a software reason code.
  • 1—true–It is a hardware reason code.


#DICTIONARY TYPE 83

KeyName

VARCHAR(255) X The key of the reason code. This always has a value of ReasonCode for a hardware reason code. It contains the full path to the key for a software reason code.

Value

VARCHAR(255) Value of the reason code.

LSeq

INTEGER X The sequence number of the Agent state change within an Agent Login Session. It has the same value as the related record in the G_AGENT_STATE_HISTORY table.

FSeq

INTEGER X Reserved for future use.

Seq

INTEGER X The sequence number of the reason code record within a login session.

Created

TIMESTAMP X The GMT-equivalent date and time when the reason code was detected.

Created_ts

INTEGER The UTC-equivalent value of the CREATED field.

Created_tcode

INTEGER A reference, derived from the value of the CREATED_TS field, to a record in the G_TIMECODE table.

GSYS_EXT_INT2

INTEGER Reserved

GSYS_EXT_INT1

INTEGER The media type of this interaction. One of the following values:

determine media type.

  • 1—Voice.
  • 2—Email.
  • 3—Chat.
  • 1000—Open Media.


#DICTIONARY TYPE 6

GSYS_EXT_VCH2

VARCHAR(255) Reserved

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.


When the field GSYS_EXT_INT1 indicates that this is a 3rd Party Media interaction (1000—Open Media), the stored string is the name of the media type. For example, "fax".

GSYS_TC

INTEGER Reserved

GSYS_TS

TIMESTAMP Reserved

GSYS_USEQ

BIGINT Update Sequence. Not unique.

GSYS_SEQ

BIGINT Insert Sequence. Not unique.

GSYS_SYS_ID

INTEGER System ID. Reserved for future use.

GSYS_PARTITION

INTEGER A key that is used for partitioning.

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.

   

 

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This page was last modified on October 31, 2016, at 15:05.