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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

enable-gpr

Section: agg-feature
Default Value: No default value
Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.
Changes Take Effect: After restart of the aggregation process.


Enables Genesys Predictive Routing (GPR) - related columns in four aggregate tables (AG2_ID, AG2_I_AGENT, AG2_QUEUE, and AG2_QUEUE_GRP).

To have RAA exclude Predictive Reporting data from these tables, remove this option from this section. The columns are not presented if feature is not enabled.

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Table AGT_I_AGENT_HOUR

Description


In partitioned databases, this table is not partitioned.


This interval-based aggregate table provides a rollup of an agent’s handling of interactions. Rollups are derived primarily from the INTERACTION_RESOURCE_FACT (IRF) and IXN_RESOURCE_STATE_FACT tables.

Interactions that occur at DNs that have no associated agent are excluded from this table, as are interactions that are received by unmonitored agents. No consideration is made as to whether interactions were distributed from a queue or directly routed from the switch. Aggregation is performed along the TENANT, DATE_TIME, MEDIA_ TYPE, RESOURCE_, INTERACTION_TYPE, and RESOURCE_GROUP_COMBINATION dimensions. The combination of keys to these dimensions uniquely identifies records in this table.

The same columns and column descriptions apply to other AGT_I_AGENT_* tables.

Tip
The GPM_* columns in this table are populated only if the enable-gpr feature is enabled.
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

DATE_TIME_KEY

NUMBER(38,0) -1

GROUP_COMBINATION_KEY

NUMBER(38,0) -1

RESOURCE_KEY

NUMBER(38,0) X -1

TENANT_KEY

NUMBER(38,0) X -1

MEDIA_TYPE_KEY

NUMBER(38,0) X -1

INTERACTION_TYPE_KEY

NUMBER(38,0) X -1

OFFERED

NUMBER(18,0)

ACCEPTED_EVENTUALLY

NUMBER(18,0)

ACCEPTED

NUMBER(18,0)

HOLD

NUMBER(18,0)

HOLD_TIME

NUMBER(18,0)

WRAP

NUMBER(18,0)

WRAP_TIME

NUMBER(18,0)

INVITE_TIME

NUMBER(18,0)

ENGAGE_TIME

NUMBER(18,0)

CONSULT_RECEIVED_ACCEPTED

NUMBER(18,0)

CONSULT_RECEIVED_HOLD

NUMBER(18,0)

CONSULT_RECEIVED_HOLD_TIME

NUMBER(18,0)

CONSULT_RECEIVED_WRAP

NUMBER(18,0)

CONSULT_RECEIVED_WRAP_TIME

NUMBER(18,0)

CONSULT_RECEIVED_ENGAGE_TIME

NUMBER(18,0)

WRAP_IN

NUMBER(18,0)

WRAP_OUT

NUMBER(18,0)

NOT_READY_IN

NUMBER(18,0)

NOT_READY_OUT

NUMBER(18,0)

WRAP_IN_TIME

NUMBER(18,0)

WRAP_OUT_TIME

NUMBER(18,0)

NOT_READY_IN_TIME

NUMBER(18,0)

NOT_READY_OUT_TIME

NUMBER(18,0)

GPM_RESULT_KEY

NUMBER(38,0) X -1

GPM_PREDICTOR_KEY

NUMBER(38,0) X -1

GPM_MODEL_KEY

NUMBER(38,0) X -1

GPM_AGENT_SCORE

NUMBER(18,0)

GPM_ACTIVE

NUMBER(18,0)

GPM_ERROR

NUMBER(18,0)

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 agent’s participation in the interaction began.

GROUP_COMBINATION_KEY

The surrogate key that is used to join records in this aggregate table to the RESOURCE_GROUP_COMBINATION dimension table to identify a specific combination of queue groups of which the queue was a member when the interaction entered the queue.

RESOURCE_KEY

The surrogate key that is used to join this aggregate table to the RESOURCE_ dimension table.

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.

INTERACTION_TYPE_KEY

The surrogate key that is used to join this aggregate table to the INTERACTION_TYPE dimension table.

OFFERED

The total number of customer interactions that were offered to or dialed by this agent within the interval or within a prior interval and ensued in this interval. This measure includes abandoned interactions that were alerting at the agent and interactions that were redirected because this agent did not answer or accept them.

ACCEPTED_EVENTUALLY

The total number of customer interactions and consultations (warm or simple) that were accepted, answered, or pulled by this agent. This measure is bound by the interval in which interactions were received and extends beyond the reporting interval to include interactions that were eventually accepted. This measure is internally used for calculation of not-accepted measures.

ACCEPTED

The total number of customer interactions and warm consultations that were accepted, answered, or pulled by this agent within the interval or accepted, answered, or pulled in a prior interval but ensued in this interval.

HOLD

The total number of times within the interval that this agent had customer calls on hold.

HOLD_TIME

The total amount of time, in seconds, within the interval that this agent had customer interactions on hold. This measure counts all held durations for interactions, whether they were placed on hold once or more than once.

WRAP

The total number of times within the interval that this agent was in ACW (Wrap) state for customer interactions that the agent received.

WRAP_TIME

The total amount of time, in seconds, within the interval that this agent spent in ACW state for customer calls that the agent received.

INVITE_TIME

The total amount of time, in seconds, attributable to the interval that customer interactions alerted or rang at agents plus the total duration of the dialing that agents performed. For the alerting component of this measure, interactions do not have to be established for this measure to be incremented. For the dialing component, dial duration is measured for established calls only.

ENGAGE_TIME

The total amount of time, in seconds, that this agent was engaged with customers on interactions that the agent received within the interval or within a prior interval and ensued in this interval. This measure might include engagement time for interactions that the agent made or received while in the Not Ready or ACW states (if the underlying ICON application supplying data to Genesys Info Mart is configured appropriately.) This measure excludes engagement time that is associated with collaborations, consultations, and other interaction-related durations, such as hold time, ACW time, and alert (ring) time.

CONSULT_RECEIVED_ACCEPTED

The total number of times within the interval that this agent received and accepted, answered, or pulled requests for collaboration or consultation where the collaborations/consultations were associated with customer interactions or where the agent accepted the interactions after the customer left the interaction.

CONSULT_RECEIVED_HOLD

The total number of collaborations or consultations (warm or simple) that this agent had on hold within the interval that were associated with customer interactions where the agent was the recipient of the collaboration/consultation requests.

CONSULT_RECEIVED_HOLD_TIME

The total amount of time, in seconds, within the interval that this agent had collaborations or consultations that were associated with customer interactions on hold and where the agent was the recipient of the collaboration/ consultation requests.

CONSULT_RECEIVED_WRAP

The total number of consultations (warm or simple) for which this agent entered or was in ACW state within the interval where the interactions were associated with customer interactions and the agent was the recipient of the consultation requests.

CONSULT_RECEIVED_WRAP_TIME

The total amount of time, in seconds, that this agent spent in ACW state within the interval following requests for consultations that the agent accepted.

CONSULT_RECEIVED_ENGAGE_TIME

The total amount of time, in seconds, within the interval that this agent was engaged in collaborations or consultations (warm or simple) where the collaborations/consultations were associated with customer interactions and the agent was the recipient of the collaboration/consultation requests

WRAP_IN

The total number of times that this agent received customer calls while in ACW state.

WRAP_OUT

The total number of times that this agent placed calls while in ACW state. Consultations that the agent participated in while in ACW state are excluded from this measure.

NOT_READY_IN

The total number of times that this agent was handling customer calls that were answered while the agent was in the NotReady state.

NOT_READY_OUT

The total number of times that this agent initiated outbound or internal interactions while in the NotReady state. The count excludes consultations that the agent participated in while in NotReady state.

WRAP_IN_TIME

The total amount of time, in seconds, that this agent spent handling customer calls that the agent answered while in ACW state. This duration includes alert (ring) time, hold time, and time of engagement.

WRAP_OUT_TIME

The total amount of time, in seconds, that this agent spent handling internal or outbound interactions that the agent initiated while in ACW state. This duration includes dial time, hold time, and time of engagement and excludes consultations that the agent participated in while in ACW state.

NOT_READY_IN_TIME

The total amount of time, in seconds, that this agent was handling customer interactions that the agent received while the agent was in the NotReady state. This time includes the alert (ring) time of the accepted interactions.

NOT_READY_OUT_TIME

The total amount of time, in seconds, that this agent spent handling outbound or internal interactions that the agent initiated while in the NotReady state. This duration includes dial time, engagement time, and hold time and excludes consultations that the agent participated in while in NotReady state.

GPM_RESULT_KEY

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

The name of the predictor in the Journey Optimization Platform (JOP). If an error is encountered, the section name in the PredictorsCfg Transaction List object is used as the predictor name.

GPM_MODEL_KEY

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.

GPM_AGENT_SCORE

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

GPM_ACTIVE

The total number of interactions in which Genesys Predictive Routing (GPR) was active. Calculated as the total number of times that GPM_RESULT.GPM_USE contains a result other than 'null'.

GPM_ERROR

The total number of interactions that were processed by Genesys Predictive Routing (GPR) that resulted in an error. Calculated as the total number of times that GPM_RESULT.GPM_USE contains an 'unknown' result.

   

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This page was last modified on April 11, 2017, at 06:12.