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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.

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.

   

 

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This page was last modified on 31 October 2016, at 15:34.