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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
  • In the Data Type column, varchar/nvarchar means that the data type is varchar except in multi-language databases that use Unicode, in which case the data type is nvarchar. (The Info Mart database in Cloud deployments is not multi-language.)

Table GPM_FACT

Description

Introduced: 8.5.009
Modified: 8.5.011 (START_DATE_TIME_KEY became part of the composite primary key in nonpartitioned as well as partitioned databases); 8.5.010.16 (UPDATE_AUDIT_KEY added); 8.5.010 (in Microsoft SQL Server, data type for MEDIA_SERVER_IXN_GUID modified in multi-language databases)

In partitioned databases, this table is partitioned.


Each row in this table describes an attempt to route an interaction to an agent using Predictive Routing. The facts are based on data sent in UserEvents by your routing solution for interactions on voice, web, and mobile channels. Rows are inserted on receipt of a Predictive Routing–related event and are not updated. There is one row per interaction per agent.

The MEDIA_SERVER_IXN_GUID links the GPM_FACT record with the related INTERACTION_FACT (IF), and the RESOURCE_KEY enables you to then link further to an INTERACTION_RESOURCE_FACT (IRF). In this way, the GPM_FACT table enables you to generate reports that provide interaction-level detail about Predictive Routing usage and its impact on KPIs, as well as evaluate the results for various models and predictors.

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Column List

Legend

Column Data Type P M F DV

MEDIA_SERVER_IXN_GUID

varchar(64) X X

ROUTE_ATTEMPT_ID

int X X 1

RESOURCE_KEY

int X X X -2

START_DATE_TIME_KEY

int X X X

ADDED_TS

int X

MESSAGE

varchar(255)/nvarchar(255)

AGENT_SCORE

numeric(10,5) X 0

GLOBAL_SCORE

numeric(10,5) X 0

MEDIAN_SCORE

numeric(10,5) X 0

MAX_SCORE

numeric(10,5) X 0

MIN_SCORE

numeric(10,5) X 0

SCORE_ABOVE_MEDIAN

varchar(10)/nvarchar(10) X unknown

AGENT_RANK

int X 0

TARGET_SIZE

int X 0

WAIT_TIME

int X 0

GPM_RESULT_KEY

int X X -2

GPM_PREDICTOR_KEY

int X X -2

GPM_MODEL_KEY

int X X -2

CREATE_AUDIT_KEY

numeric(19) X X

UPDATE_AUDIT_KEY

numeric(19) X

MEDIA_SERVER_IXN_GUID

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
The interaction GUID, as reported by the interaction media server. This GUID might not be unique. In the case of T-Server voice interactions, the GUID is the Call UUID. This value allows you to associate interaction details with Predictive Routing results by using the following references:

INTERACTION_FACT.MEDIA_SERVER_IXN_GUID = GPM_FACT.MEDIA_SERVER_IXN_GUID
AND INTERACTION_FACT.START_DATE_TIME_KEY = GPM_FACT.START_DATE_TIME_KEY


In combination with RESOURCE_KEY, ROUTE_ATTEMPT_ID, and (starting with release 8.5.011) START_DATE_TIME_KEY, the MEDIA_SERVER_IXN_GUID forms the value of the composite primary key for this table.

ROUTE_ATTEMPT_ID

Based on KVP: gpmRouteAttemptId

The sequence number of the attempt to route an interaction using Predictive Routing. In combination with RESOURCE_KEY, MEDIA_SERVER_IXN_GUID, and (starting with release 8.5.011) START_DATE_TIME_KEY, the ROUTE_ATTEMPT_ID forms the value of the composite primary key for this table.

RESOURCE_KEY

Based on KVP: gpmAgentDBID

The surrogate key that is used to join the RESOURCE_ dimension to the fact table, to identify the agent resource that was the target of the Predictive Routing attempt. In combination with MEDIA_SERVER_IXN_GUID, ROUTE_ATTEMPT_ID, and (starting with release 8.5.011) START_DATE_TIME_KEY, the RESOURCE_KEY forms the value of the composite primary key for this table.

START_DATE_TIME_KEY

Modified: 8.5.011 (added to the composite primary key in nonpartitioned databases)
Identifies the start of a 15-minute interval in which the interaction started. 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. Starting with release 8.5.011, in combination with MEDIA_SERVER_IXN_GUID, RESOURCE_KEY, and ROUTE_ATTEMPT_ID, the START_DATE_TIME_KEY forms the value of the composite primary key for this table in nonpartitioned as well as partitioned databases.

ADDED_TS

The UTC-equivalent value of the date and time at which the event with Predictive Routing data is received.

MESSAGE

Modified: 8.5.009.20 (default value no longer defined)
Based on KVP: gpmMessage

The message that displays when the Predictive Routing result, as reported by the GPM_RESULT_KEY, is an error.

AGENT_SCORE

Based on KVP: gpmAgentScore

The score of the agent to whom the interaction was routed.

GLOBAL_SCORE

Based on KVP: gpmGlobalScore

The average score calculated for a sub-group of agents in the target group, for whom the global model was utilized in score computation.

MEDIAN_SCORE

Based on KVP: gpmMedianScore

The median score for the target group of agents to which the agent belongs.

MAX_SCORE

Based on KVP: gpmMaxScore

The score of the best matching agent in the target group.

MIN_SCORE

Based on KVP: gpmMinScore

The score of the worst matching agent in the target group

SCORE_ABOVE_MEDIAN

Indicates whether the score for the selected agent was better than the median score for the target group.

AGENT_RANK

Based on KVP: gpmAgentRank

The rank of the agent in the target group, based on agent scores sorted in descending order.

TARGET_SIZE

Based on KVP: gpmTargetSize

The size of the scored target group (in other words, the length of the list of agents received from the scoring engine).

WAIT_TIME

Based on KVP: gpmWaitTime

The amount of time, in seconds, the interaction spent in the queue used for Predictive Routing decision-making.

GPM_RESULT_KEY

Based on KVP: gpmResult

The surrogate key that is used to join the GPM_RESULT dimension to the fact table, to identify the result of the Predictive Routing attempt.

GPM_PREDICTOR_KEY

Based on KVP: gpmPredictor and gpmPredictorId

The surrogate key that is used to join the GPM_PREDICTOR dimension to the fact table, to identify the predictor used for scoring.

GPM_MODEL_KEY

Based on KVP: gpmModel and gpmModelId

The surrogate key that is used to join the GPM_MODEL dimension to the fact table, to identify the model used to calculate agent scores for the interaction.

CREATE_AUDIT_KEY

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.

UPDATE_AUDIT_KEY

Introduced: Release 8.5.010.16
The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data update. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools — that is, applications that need to identify recently modified data.


Index List

CODE U C Description

I_GPM_FACT_SDT

Improves access time, based on the Start Date Time key.

Index I_GPM_FACT_SDT

Field Sort Comment
START_DATE_TIME_KEY Ascending

No subject area information available.

 

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This page was last modified on 22 December 2017, at 13:18.