This page was last edited on November 13, 2020, at 23:36.
Comments or questions about this documentation? Contact us for support!
In the Column List:
In partitioned databases, this table is not partitioned.
This interval-based aggregate table provides a rollup of hardware- and software-related reasons for summarized agent states on voice devices. Rollups are derived primarily from the SM_RES_STATE_REASON_FACT and SM_RES_STATE_FACT tables.
Aggregation is performed along the TENANT, DATE_TIME, MEDIA_TYPE, RESOURCE_, RESOURCE_ STATE, RESOURCE_STATE_REASON, 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_STATE_RSN_* tables.
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 | ||
RESOURCE_STATE_KEY | NUMBER(38,0) | X | -1 | ||
RESOURCE_STATE_REASON_KEY | NUMBER(38,0) | X | -1 | ||
MEDIA_TYPE_KEY | NUMBER(38,0) | X | -1 | ||
STATE_RSN | NUMBER(18,0) | ||||
STATE_RSN_TIME | NUMBER(18,0) |
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 that correspond to the start of the aggregated interval.
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.
The surrogate key that is used to join this aggregate table to the RESOURCE_ dimension table.
The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant.
The surrogate key that is used to join records in this aggregate table to the RESOURCE_STATE dimension table to identify a specific combination of queue groups to which the queue was a member when the interaction entered the queue.
The surrogate key that is used to join this aggregate table to the RESOURCE_STATE_REASON dimension to identify the specific reason that the agent was in the state that is indicated by the RESOURCE_STATE_KEY field.
The surrogate key that is used to join this aggregate table to the MEDIA_TYPE dimension table.
The total number of times within the reporting interval that this agent was in a particular state on a particular media channel (including instances of Do Not Disturb, if configured) for this reason.
The total amount of time, in seconds, within the reporting interval that this agent was in a particular state on a particular media channel (including Do Not Disturb duration, if configured) for this reason.