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View AG2_I_SESS_STATE

Description

This view represents the interval-based aggregate AGT_I_SESS_STATE_HOUR table, which provides a rollup of summarized agent session states. Rollups are derived primarily from the INTERACTION_RESOURCE_FACT, SM_RES_STATE_FACT, and SM_RES_SESSION_ FACT tables. Aggregation is performed along the TENANT, DATE_TIME, RESOURCE_, MEDIA_TYPE, and RESOURCE_GROUP_COMBINATION dimensions. The combination of keys to these dimensions uniquely identifies records in this table.

Durations for Not Ready and Wrap states are directly dependent on the configuration of the underlying Interaction Concentrator application that supplies data to Genesys Info Mart.

The same columns and column descriptions apply to other AG2_I_SESS_STATE_* 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 to 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.
ACTIVE_TIME The total amount of time, in seconds, between the beginning and end of this agent’s login session(s) on a particular media channel, irrespective of the intervals in which the resource session occurs. If an agent logs into multiple DNs, login duration is measured from the moment at which the agent logs in to the first DN to the moment at which the agent is no longer logged in to any DN. If the agent’s session was still active when the data was compiled, the agent’s session duration appears as null in the reports.
READY_TIME The total amount of time, in seconds, that this agent was in the Ready state on a particular media channel.
NOT_READY_TIME The total amount of time, in seconds, within the interval that this agent was in the NotReady state for a particular media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated.
BUSY_TIME The total duration, in seconds, of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work.
WRAP_TIME The total amount of time, in seconds, within the interval that this agent spent in ACW state whether or not the reason for entering this state was related to an interaction.
READY The total number of times within the interval that this agent was in the Ready state on a particular media channel.
NOT_READY The total number of times within the interval that this agent was in the NotReady state on a particular media channel.
BUSY The total number of times that this agent was in the Busy state within the interval in order to process interactions including consultations and excluding after-call work.
WRAP The total number of times within the interval that this agent was in ACW state.

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