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In the Column List:

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

Table G_AGENT_STATE_RC


The agent states reason codes. Records are inserted when either a hardware or software reason code finishes on an agent's state. Whether ICON writes to this table is determined by the setting of one or more configuration options in the [filter-data] section.

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Column List

Legend

Column Data Type P M F Description
ID NUMBER(16) X X The unique, autonumbered ID of this record. This is the primary key.
SessionID VARCHAR2(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. In a SIP Cluster environment, this value is 0.
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 workmode of the Agent state provided by the reason code.
HWFlag SMALLINT X This flag 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 VARCHAR2(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 VARCHAR2(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(3) 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.
Terminated TIMESTAMP(3) X The GMT-equivalent date and time when the finish of the reason code was detected.
Terminated_ts INTEGER The UTC-equivalent value of the TERMINATED field.
Terminated_tcode INTEGER A reference, derived from the value of the TERMINATED_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:
  • 0—Unknown. Reserved for when ICON is unable to determine media type.
  • 1—Voice.
  • 2—Email.
  • 3—Chat.
  • 1000—Open Media.


#DICTIONARY TYPE 6

GSYS_EXT_VCH2 VARCHAR2(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_VCH1 VARCHAR2(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".
In a SIP Cluster environment, records the DN name.

GSYS_TC INTEGER Reserved
GSYS_TS TIMESTAMP(3) Reserved
GSYS_USEQ INTEGER Update Sequence. Not unique.
GSYS_SEQ INTEGER 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 (for DB2Microsoft SQL Server, Oracle, or PostgreSQL, respectively).
This page was last edited on January 10, 2020, at 15:27.

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