Jump to: navigation, search

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_THREAD_STATS

Description

Introduced: 8.5.009

In partitioned databases, this table is not partitioned.


This disposition-based aggregate table provides a summary of thread-related 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

DATE_TIME_KEY

integer -1

TENANT_KEY

integer -1

MEDIA_TYPE_KEY

integer -1

MEDIA_ORIGIN_KEY

integer -1

THREADS

integer -1

SESSIONS

integer -1

AGENTS

integer -1

ENGAGEMENTS

integer -1

HANDLE_DURATION

integer -1

MSG_FROM_CUSTOMERS

integer -1

MSG_FROM_CUSTOMERS_SIZE

integer -1

MSG_FROM_AGENTS

integer -1

MSG_FROM_AGENTS_SIZE

integer -1

AGENT_REPLY_DURATION

integer -1

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.

MEDIA_ORIGIN_KEY

The key that is used to join the MEDIA_ORIGIN dimension to the fact table.

THREADS

The numbers of threads.

SESSIONS

The numbers of sessions in all threads.

AGENTS

The number of unique agents who handled the interaction within the thread.

ENGAGEMENTS

The number of engagements.

HANDLE_DURATION

The total time that at least one agent was connected to a thread.

MSG_FROM_CUSTOMERS

Total number of client messages in the thread.

MSG_FROM_CUSTOMERS_SIZE

Total size of client messages in the thread.

MSG_FROM_AGENTS

Total number of agents messages in the thread.

MSG_FROM_AGENTS_SIZE

Total size of agents messages in the thread.

AGENT_REPLY_DURATION

The total amount of time between clients' messages and the subsequent agents' messages throughout the thread.

   

Subject Areas

No subject areas

 

This page was last modified on June 27, 2019, at 07:30.

Feedback

Comment on this article:

blog comments powered by Disqus