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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

Table AGT_CHAT_STATS_HOUR

Description

Introduced: 8.5.003

In partitioned databases, this table is not partitioned.


This disposition-based aggregate table provides a rollup of interactions associated with chat interactions.

Tip
  • 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.
Tip
To assist you in preparing supplementary documentation, click the following link to download a comma-separated text file containing information such as the data types and descriptions for all columns in this table: Download a CSV file.

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

Legend

Column Data Type P M F DV

AGR_SET_KEY

NUMBER(38,0) X

DATE_TIME_KEY

NUMBER(38,0) X -1

TENANT_KEY

NUMBER(38,0) X -1

MEDIA_TYPE_KEY

NUMBER(38,0) X -1

CHAT_SESSION_DIM_KEY

NUMBER(38,0) X -1

SESSION_TIME

NUMBER(38,0)

MSG_FROM_AGENTS

NUMBER(38,0)

MSG_FROM_AGENTS_SIZE

NUMBER(38,0)

MSG_FROM_BOTS

NUMBER(38,0)

MSG_FROM_BOTS_SIZE

NUMBER(38,0)

MSG_FROM_CUSTOMERS

NUMBER(38,0)

MSG_FROM_CUSTOMERS_SIZE

NUMBER(38,0)

AGENT_RESPONSES

NUMBER(38,0)

AGENT_RESPONSE_TIME_MAX

NUMBER(38,0)

AGENT_RESPONSE_TIME

NUMBER(38,0)

AGENT_WAIT

NUMBER(38,0)

AGENT_WAIT_TIME_MAX

NUMBER(38,0)

AGENT_WAIT_TIME

NUMBER(38,0)

CUSTOMER_RESPONSES

NUMBER(38,0)

CUSTOMER_RESPONSE_TIME_MAX

NUMBER(38,0)

CUSTOMER_RESPONSE_TIME

NUMBER(38,0)

CUSTOMER_WAIT

NUMBER(38,0)

CUSTOMER_WAIT_TIME_MAX

NUMBER(38,0)

CUSTOMER_WAIT_TIME

NUMBER(38,0)

FIRST_AGENT_WAIT_TIME

NUMBER(38,0)

FIRST_RESPONSE_WAIT_TIME

NUMBER(38,0)

FIRST_BOT_WAIT_TIME

NUMBER(38,0)

AGENTS

NUMBER(38,0)

BOTS

NUMBER(38,0)

SESSIONS

NUMBER(38,0)

SESSIONS_WITH_BOT

NUMBER(38,0)

SESSIONS_ONLY_WITH_BOT

NUMBER(38,0)

SESSIONS_CUSTOMER_TERMINATED

NUMBER(38,0)

SESSIONS_AGENT_TERMINATED

NUMBER(38,0)

SESSIONS_ENDED_NORMALLY

NUMBER(38,0)

SESSIONS_DISCONNECTED

NUMBER(38,0)

SESSIONS_INACTIVE

NUMBER(38,0)

DORMANT

NUMBER(38,0)

DORMANT_TIME

NUMBER(38,0)

ASYNC_IDLE

NUMBER(38,0)

ASYNC_IDLE_TIME

NUMBER(38,0)

ACTIVE_IDLE

NUMBER(38,0)

ACTIVE_IDLE_TIME

NUMBER(38,0)

HANDLE

NUMBER(38,0)

HANDLE_TIME

NUMBER(38,0)

FIRST_TOUCH_RESOLUTION

NUMBER(38,0)

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. Note: "agent joining" 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.

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.

   

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This page was last modified on September 21, 2018, at 15:02.