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.
Table AGT_CHAT_STATS_HOUR
Description
This disposition-based aggregate table provides a rollup of interactions associated with chat interactions. The same columns and column descriptions apply to other AGT_CHAT_STATS_* tables.
- This document shows table information because it is more informative than view information. However, directly querying tables is not supported; perform your queries on views.
- This document shows the HOUR structure for each table, as an example. For each table, the same structure is used for SUBHR through YEAR views.
- Where referenced, IRF resources include:
- Handling resources (such as self-service IVR ports, agents, or non-agent-associated DNs)
- Mediation resources (such as a non-self-service IVR ports, voice treatment ports, ACD queues, routing points, and so forth) where the interaction ends in mediation before being distributed to a handling resource.
- IRF is an abbreviation for the INTERACTION_RESOURCE_FACT table.
- MSF is an abbreviation for the MEDIATION_SEGMENT_FACT table.
Hint: For easiest viewing, open the downloaded CSV file in Excel and adjust settings for column widths, text wrapping, and so on as desired. Depending on your browser and other system settings, you might need to save the file to your desktop first.
Column List
AGR_SET_KEY
The surrogate key that is used to join this aggregate table to the AGR_SET table.
DATE_TIME_KEY
The surrogate key that is used to join this aggregate table to the DATE_TIME dimension table to identify the calendar date and 15-minute interval at which the caller's participation in the interaction began.
TENANT_KEY
The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant.
MEDIA_TYPE_KEY
The surrogate key that is used to join this aggregate table to the MEDIA_TYPE dimension table.
CHAT_SESSION_DIM_KEY
The surrogate key that is used to join the CHAT_SESSION dimension to the fact tables.
SESSION_TIME
The total duration, in seconds, of the ChatServer session.
MSG_FROM_AGENTS
The total number of messages (that are visible to customer) that all agents sent. Note: there could be several agents in a chat session, for instance because of a conference or transfer.
MSG_FROM_AGENTS_SIZE
The total size of all messages sent by agents.
MSG_FROM_BOTS
The total number of messages (that are visible to customer) that all bots sent. Note: there could be more than one bots in a chat session.
MSG_FROM_BOTS_SIZE
The total size of all messages sent by bots.
MSG_FROM_CUSTOMERS
The total number of messages sent by customers.
MSG_FROM_CUSTOMERS_SIZE
The total size of all messages sent by customers.
AGENT_RESPONSES
The total number of times that agents replied to customers.
AGENT_RESPONSE_TIME_MAX
The maximum amount of time (in seconds) that any agent spent replying to a customer.
AGENT_RESPONSE_TIME
The total amount of time (in seconds) agents spent on replying to a customer.
AGENT_WAIT
The total number of times that agents waited for a reply from a customer.
AGENT_WAIT_TIME_MAX
The maximum amount of time (in seconds) that that any agent spent waiting for a reply from a customer.
AGENT_WAIT_TIME
The total amount of time (in seconds) that agents spent waiting for replies from customers.
CUSTOMER_RESPONSES
The total number of times that a customer replied to an agent.
CUSTOMER_RESPONSE_TIME_MAX
The maximum amount of time (in seconds) that elapsed before a customer replied to an agent.
CUSTOMER_RESPONSE_TIME
The total amount of time (in seconds) that customers spent replying to agents.
CUSTOMER_WAIT
The total number of times that a customer waited for a reply from an agent.
CUSTOMER_WAIT_TIME_MAX
The maximum amount of time (in seconds) that a customer waited for a reply from an agent.
CUSTOMER_WAIT_TIME
The total amount of time (in seconds) that customers spent waiting for a reply from an agent.
FIRST_AGENT_WAIT_TIME
The amount of time the customer waited for the first agent (who was visible to the customer) to join the session. An agent joining the session means that interaction was first queued, then attempted to be routed to an agent (possibly more than once, for example if an agent did not answer or rejected the interaction). If the value is 0, and csg_PartiesAsAgentCount=0, then no agent joined. If csg_PartiesAsAgentCount is not equal to 0, agent joined very early in the session.
FIRST_RESPONSE_WAIT_TIME
The amount of time that passed before the first agent submitted the first greeting/message (that was visible to the customer) into the chat session.
FIRST_BOT_WAIT_TIME
The amount of time that the customer waited for the first bot (that was visible to the customer) to join the session.
AGENTS
The number of parties that participated in session as agents.
BOTS
The number of parties that participated in session as bots.
SESSIONS
The total number of sessions.
SESSIONS_WITH_BOT
The total number of media sessions in which bots participated.
SESSIONS_ONLY_WITH_BOT
The total number of media sessions handled by bots, without agent involvement.
SESSIONS_CUSTOMER_TERMINATED
The total number of sessions that were terminated by the customer.
SESSIONS_AGENT_TERMINATED
The total number of sessions that were terminated by an agent.
SESSIONS_ENDED_NORMALLY
The total number of sessions that terminated normally. (ENDED_ABNORMALLY = 0)
SESSIONS_DISCONNECTED
The total number of sessions that were terminated due to disconnection.
SESSIONS_INACTIVE
The total number of sessions that were terminated due to inactivity.
SESSIONS_MISSED
Introduced: Release 8.5.008.00
Modified: 8.5.010.01
Total number of chats requested by clients that were not answered by agents.
SESSIONS_TRANSFERRED
Introduced: Release 8.5.008.00
Total number of chats that were transferred from one agent to another.
ABANDONED_WAITING_TIME
Introduced: Release 8.5.008.00
Modified: 8.5.010.01
Total time clients waited for a response before leaving.
DORMANT
Introduced: Release 8.5.005.03
The total number of times sessions entered the dormant state.
DORMANT_TIME
Introduced: Release 8.5.005.03
The total amount of time (in seconds) that customer interactions were in the dormant state or on hold (with no agent participant). Routing time is excluded.
ASYNC_IDLE
Introduced: Release 8.5.005.03
The total number of times, exceeding configured threshold, without any activity when interactions were in the dormant state (with no agent participant).
ASYNC_IDLE_TIME
Introduced: Release 8.5.005.03
The total amount of time (in seconds), exceeding configured threshold, without any activity when interactions were in the dormant state (with no agent participant).
ACTIVE_IDLE
Introduced: Release 8.5.005.03
The total number of times, exceeding configured threshold, without any activity when interactions were in the active state (at least one Agent participated).
ACTIVE_IDLE_TIME
Introduced: Release 8.5.005.03
The total amount of time (in seconds), exceeding configured threshold, without any activity when interactions were in the active state (and at least one agent participated).
HANDLE
Introduced: Release 8.5.005.03
The total number of times that sessions were in an active state (as opposed to a dormant state).
HANDLE_TIME
Introduced: Release 8.5.005.03
The total duration (in seconds) of the media session.
FIRST_TOUCH_RESOLUTION
Introduced: Release 8.5.005.03
The total number of Async chat sessions handled with one touch (session was either never placed in dormant state or never woken from it). Session are included whether ended by agent, by customer, or by timeout.
SESSIONS_PARKED
Introduced: Release 8.5.011
The number of interactions that were placed in the parking queue and routed during business hours. This column is populated only if Genesys Info Mart release 8.5.014.26 or later is installed.
PARKING_DURATION
Introduced: Release 8.5.011
The total amount of time that the interaction spent in the parking queue during the reporting period. This column is populated only if Genesys Info Mart release 8.5.014.26 or later is installed.
PARKING_DURATION_MAX
Introduced: Release 8.5.011
The maximum amount of time that any interaction spent in the parking queue. This column is populated only if Genesys Info Mart release 8.5.014.26 or later is installed.
SESSIONS_PARKED_SHORT
Introduced: Release 8.5.011
The number of interactions that were in the parking queue for a period of time less than the duration threshold value configured in the [agg-gim-thld-CHAT-PARKING] section. This column is populated only if Genesys Info Mart release 8.5.014.26 or later is installed.
SESSIONS_PARKED_LONG
Introduced: Release 8.5.011
The number of interactions that were in the parking queue for a period of time greater than the duration threshold value configured in the [agg-gim-thld-CHAT-PARKING] section. This column is populated only if Genesys Info Mart release 8.5.014.26 or later is installed.
Subject Areas
No subject area information available.