View AG2_QUEUE_ABN
Description
This view represents the interval-based aggregate table AGT_QUEUE_ABN_HOUR, which provides a rollup of interactions that were abandoned within one of the following queue types:
- ACD queue
- Virtual queue
- Interaction queue
- Workbin
Aggregation is performed along the DATE_TIME, TENANT, TIME_RANGE, INTERACTION_TYPE, MEDIA _TYPE, RESOURCE_ (that is, one of the previously listed queue types), and RESOURCE_GROUP_ COMBINATION (the group(s) to which the queue belonged when the interaction entered the queue) dimensions. The combination of keys to these dimensions uniquely identifies records.
The aggregate provides the classification of interactions by their duration in queue prior to abandonment. When an interaction is abandoned, it is assigned to one of the twenty time-range buckets defined in this table, according to the duration that is recorded in the MEDIATION_SEGMENT_FACT table and the time-range boundaries that are defined by the abandoned thresholds that are configured within the [agg-gim-thld-QUEUE-ABN] section.
Duration starts when an interaction enters the queue and ends when the line is dropped while it is queued. The counts are attributed to the interval in which interactions entered the queue and only when the interactions are abandoned directly from that queue-without having first been diverted to another the queue prior to abandonment. Interactions that were requeued for consultation are included.
Because this view is based on a queue-based table, interactions that are abandoned after the interactions were direct-routed from a switch are also not reflected in this view.
If the interaction enters through a queue more than once prior to abandonment, the count reflects only the last entrance to the queue.
The same columns and column descriptions apply to other AG2_QUEUE_ABN_* views.
Column List
Column | Description |
---|---|
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 that correspond to the start of the aggregated interval. |
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. |
INTERACTION_DESCRIPTOR_KEY | The surrogate key that is used to join this aggregate table to the INTERACTION_DESCRIPTOR dimension table to identify the business attributes that have been assigned to the interaction. |
TENANT_KEY | The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant. |
WORKBIN_KEY | In MEDIATION_SEGMENT_FACT (MSF) records that are created as a result of workbin time that is considered to be mediation, this field is the surrogate key that is used to join this table to the WORKBIN dimension, to identify the type of resource that is associated with the workbin and the specific resource that is associated with the mediation. For MSF records that are not associated with workbin mediation, this field is populated with the specified default value (-2). For a summary of the conditions under which workbin time is considered to be mediation, see the description of the populate-workbin-as-hold configuration option in the Genesys Info Mart Configuration Options Reference. |
TIME_RANGE_KEY | The surrogate key that is used to join this aggregate table to the TIME_RANGE dimension table. |
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. |
USER_DATA_KEY1 | The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction. |
USER_DATA_KEY2 | The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction. |
ABANDONED | The total number of times that interactions entered this queue and were abandoned or dropped for any reason before the interactions could be established. The count includes short-abandoned interactions and excludes interactions that were abandoned following distribution, such as abandoned-while-inviting interactions. |
ABANDONED_STI_1 | The total number of times that interactions entered this queue and were subsequently abandoned prior to the first abandon threshold. If the first abandon threshold is not configured, this measure uses no limit as the upper boundary of the abandon interval. |
ABANDONED_STI_2 through ABANDONED_STI_19 | The total number of times that interactions entered this queue and were subsequently abandoned within the time interval that is bound by the nth and (n+1)th abandon thresholds. If the (n+1)th abandon threshold is not configured, this measure uses no limit as the upper boundary of the abandon interval. If the nth abandon threshold is not configured, this measure returns 0. Abandon thresholds are defined within the [agg-gim-thld-QUEUE-ABN] section. |
ABANDONED_STI_20 | The total number of times that interactions entered this queue and were subsequently abandoned beyond the nineteenth abandon threshold. If the nineteenth abandon threshold is not configured, this measure returns 0. |