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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_AGENT_GRP_HOUR

Description

Introduced: 8.5.005.03

In partitioned databases, this table is not partitioned.


This aggregate table provides a rollup of interactions associated with agent participation in asyncronous (Async) Chat Server sessions (multimedia interactions), organized by agent group.

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

integer X

DATE_TIME_KEY

integer X -1

GROUP_KEY

integer X -1

TENANT_KEY

integer X -1

MEDIA_TYPE_KEY

integer X -1

INTERACTION_TYPE_KEY

integer X -1

CHAT_SESSION_DIM_KEY

integer X -1

ACCEPTED_UNIQUE

integer

FOCUS

integer

FOCUS_TIME

integer

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 agent’s participation in the interaction began.

GROUP_KEY

The surrogate key that is used to join this aggregate table to the GROUP_ view to identify the specific queue group of which the queue was a member when the interaction entered the queue.

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.

CHAT_SESSION_DIM_KEY

The surrogate key that is used to join the CHAT_SESSION dimension to the fact tables.

ACCEPTED_UNIQUE

The total number of logical interactions that were accepted, initiated, or pulled by agents who are members of this agent group. This measure includes an agent's first participation in outbound replies to inbound interactions.

FOCUS

The number of times agents in this agent group were in the focus state while working on media sessions.

FOCUS_TIME

The total amount of time (in seconds) agents in this agent group actually spent working directly or indirectly on media sessions.

   

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