What's New in the Documentation

The following information is new or has changed significantly since earlier versions of this document. The most recent changes appear first.

Important

Starting with release 8.5.014.14 on August 30, 2019, Genesys Info Mart is part of 9.0. This document is valid only for the 8.5 releases of this product before Genesys Info Mart was part of 9.0. For 8.5 releases of Genesys Info Mart after August 30, 2019, see the Current version of this document for your RDBMS.

• The GPM_DIM1 dimension table and nine new columns in the GPM_FACT table have been added in release 8.5.014.09, to store the new KVPs for enhanced reporting on Genesys Predictive Routing (GPR). In addition, the description of the GPM_RESULT column in the GPM_RESULT table has been updated to include additional values. The GPM_DIM1 dimension table has been added to the list of tables included in Data Export.
• The CHAT_THREAD_FACT and MEDIA_ORIGIN tables have been added in release 8.5.014.09, to support Chat Thread reporting. In addition, a new column in the CHAT_SESSION_FACT table, THREAD_ID, has been included for future use. The CHAT_THREAD_FACT and MEDIA_ORIGIN tables have been added to the list of tables included in Data Export, as well.
• A note has been added to the ANCHOR_FLAGS table description to clarify that the data stored in this table doesn't apply to new Chat Thread reporting.
• The END_DATE_TIME_KEY and RESOURCE_GROUP_COMBINATION_KEY were added to the SM_MEDIA_NEUTRAL_STATE_FACT table in release 8.5.013.06.
• The CDR_FACT and CDR_DIM1 tables have been added in release 8.5.013.06, in preparation for support of Call Detail Record (CDR) reporting. The CDR_FACT table has been added to the list of tables included in Data Export, as well. In the CTL_GDPR_HISTORY table description, the CDR_FACT table columns ANI and DNIS have been added to the list of columns that potentially contain personally identifiable information (PII).
• Missing or incorrect partition keys have been corrected in the list of partitioned GIDB tables on the Info Mart Partitioning page.
• The following new tables have been added in release 8.5.012.15, to store data from CX Contact about contact list records that were suppressed from an outbound campaign. The LDR_* tables have been added to the list of tables included in Data Export as well.
  • LDR_FACT
  • LDR_CAMPAIGN
  • LDR_DEVICE
  • LDR_GROUP
  • LDR_LIST
  • LDR_POSTAL_CODE
  • LDR_RECORD
• In the CTL_GDPR_HISTORY table description, the LDR_FACT table columns CLIENT_ID and CONTACT_INFO have been added to the list of columns that potentially contain personally identifiable information (PII).
• Descriptions have been added for the five COBROWSE_* tables in preparation for future support for Co-browse reporting. The COBROWSE_* tables have been added to the list of tables included in Data Export as well.
• Information about the Data Export capability has been expanded on the About Data Export Capability page, as a result of Genesys Info Mart adding on-premises support for this capability in release 8.5.011.22.
• The GSW_CALL_TYPE column has been added to IRF_USER_DATA_GEN_1.
• A new page, Summary of Info Mart Schema Changes, summarizes the changes that have occurred in the Info Mart schema since release 8.1. The changes can be sorted or filtered by release, table, column, or type of change (table added, column modified, and so on).
• The following tables have been added, to support the reporting on chat session and chat bot activity that was introduced in release 8.5.011:
  • CHAT_SESSION_FACT
  • CHAT_SESSION_DIM
  • BGS_SESSION_FACT
  • BGS_SESSION_DIM
  • BGS_ BOT_DIM
  • BGS_ BOT_NAME_DIM
• The START_DATE_TIME_KEY in the GPM_FACT table was made part of the composite primary key, even in nonpartitioned databases.
• To cover support for employee General Data Protection Regulation (GDPR) requests introduced in release 8.5.010.16, the descriptions of the CTL_GDPR_HISTORY table and columns have been extended.
• The UPDATE_AUDIT_KEY column was added to the following tables in release 8.5.010.16:

  Extension:DynamicPageList (DPL), version 2.01 : Warning: No results.

• To support GDPR compliance, a description of the CTL_GDPR_HISTORY table has been added.
• For support of alternative data streams:
  • A new column, HWM_VALUE2 has been added to the CTL_TRANSFORM_HISTORY table. The AUDIT_KEY column was added in a previous release.
  • In Microsoft SQL Server deployments, data types for various columns in a number of dimensions were changed in release 8.5.010. Expand the toggle to see a table that summarizes whether the changes occurred only in single-language databases (varchar columns changed to nvarchar), only in multi-language databases (varchar columns changed to nvarchar, or the sizes of existing nvarchar columns changed), or in both. For full details, see the respective table and column descriptions.
    [+] Show summary of data type changes

    Table	Changed in Single-Language Databases	Changed in Multi-Language Databases
    CALLBACK_DIM_1		CHANNEL CALLBACK_OFFER_TYPE CALLBACK_TYPE CONNECT_ORDER
    CALLBACK_DIM_2		DIAL_DIALOG_RESULT CALL_DIRECTION FINAL_DIAL_RESULT OFFER_TIMING
    CALLBACK_DIM_3		FINAL_TARGET
    GPM_MODEL	MODEL MODEL_ID
    GPM_PREDICTOR	PREDICTOR PREDICTOR_ID
    GPM_RESULT	GPM_MODE GPM_STATUS GPM_RESULT GPM_USE CUSTOMER_FOUND
    INTERACTION_DESCRIPTOR	CUSTOMER_SEGMENT SERVICE_TYPE SERVICE_SUBTYPE BUSINESS_RESULT	CUSTOMER_SEGMENT SERVICE_TYPE SERVICE_SUBTYPE BUSINESS_RESULT
    POST_CALL_SURVEY_DIM_1	SURVEY_IAGENTSCORE SURVEY_ICOMPANYSCORE SURVEY_ICALLSCORE SURVEY_IPRODUCTSCORE SURVEY_IQ1
    POST_CALL_SURVEY_DIM_2	SURVEY_IQ2 SURVEY_IQ3 SURVEY_IQ4 SURVEY_SQ1 SURVEY_SQ2	SURVEY_SQ1 SURVEY_SQ2
    POST_CALL_SURVEY_DIM_3	SURVEY_SQ3 SURVEY_SQ4 SURVEY_SQ5 SURVEY_SQ6 SURVEY_SQ7	SURVEY_SQ3 SURVEY_SQ4 SURVEY_SQ5 SURVEY_SQ6 SURVEY_SQ7
    POST_CALL_SURVEY_DIM_4	SURVEY_SQ8 SURVEY_SQ9 SURVEY_SQ10 SURVEY_IQ5 SURVEY_IQ6	SURVEY_SQ8 SURVEY_SQ9 SURVEY_SQ10
    POST_CALL_SURVEY_DIM_5	SURVEY_IQ7 SURVEY_IQ8 SURVEY_IQ9 SURVEY_IQ10
    POST_CALL_SURVEY_DIM_6	SURVEY_IRECOMMENDSCORE SURVEY_COMPLETE SURVEY_RECORDING
    SDR_ACTIVITY	NAME
    SDR_APPLICATION	APPLICATION_VERSION APPLICATION_TITLE APPLICATION_ID
    SDR_CALL_DISPOSITION	DISPOSITION_TYPE DISPOSITION_CATEGORY FINAL_DISPOSITION	DISPOSITION_TYPE DISPOSITION_CATEGORY
    SDR_CALL_TYPE	CALL_TYPE MEDIA_TYPE
    SDR_CUST_ATRIBUTES	ATRIBUTE_NAME
    SDR_ENTRY_POINT	DNIS
    SDR_EXIT_POINT	APPLICATION_EXIT_POINT
    SDR_EXT_HTTP_REST	URL
    SDR_EXT_REQUEST	REQUEST_NAME REQUEST_TYPE METHOD
    SDR_EXT_REQUEST_OUTCOME	SUCCESS
    SDR_EXT_SERVICE_OUTCOME	SERVICE_NAME SERVICE_RESPONSE_DESC	SERVICE_NAME SERVICE_RESPONSE_DESC
    SDR_GEO_LOCATION	COUNTRY_CODE COUNTRY_NAME REGION TIMEZONE	COUNTRY_NAME REGION TIMEZONE
    SDR_INPUT	INPUT_NAME INPUT_TYPE
    SDR_INPUT_OUTCOME	SELECTED_OPTION STRIKEOUT SUCCESS
    SDR_LANGUAGE	LANGUAGE_CODE LANGUAGE_NAME
    SDR_MESSAGE	MESSAGE_FILE
    SDR_MILESTONE	MILESTONE MILESTONE_PATH	MILESTONE MILESTONE_PATH
    SDR_SURVEY_ANSWERS	SURVEY_ANSWER_STR
    SDR_SURVEY_QUESTIONS	QUESTION
    SDR_SURVEY_QUESTIONS_I1	IQ1 IQ2 IQ3 IQ4 IQ5	IQ1 IQ2 IQ3 IQ4 IQ5
    SDR_SURVEY_QUESTIONS_I2	IQ6 IQ7 IQ8 IQ9 IQ10	IQ6 IQ7 IQ8 IQ9 IQ10
    SDR_SURVEY_QUESTIONS_S1	SQ1 SQ2 SQ3 SQ4 SQ5	SQ1 SQ2 SQ3 SQ4 SQ5
    SDR_SURVEY_QUESTIONS_S2	SQ6 SQ7 SQ8 SQ9 SQ10	SQ6 SQ7 SQ8 SQ9 SQ10
    SDR_SURVEY_S1	SQ1 SQ2 SQ3 SQ4 SQ5	SQ1 SQ2 SQ3 SQ4 SQ5
    SDR_SURVEY_S2	SQ6 SQ7 SQ8 SQ9 SQ10	SQ6 SQ7 SQ8 SQ9 SQ10
    SDR_SURVEY_STATUS	COMPLETE RECORDING OFFER
    SDR_USER_INPUT	USER_INPUT_TYPE
    USER_DATA_CUST_DIM_1	DIM_ATTRIBUTE_1 Through DIM_ATTRIBUTE_5	DIM_ATTRIBUTE_1 Through DIM_ATTRIBUTE_5

• In Microsoft SQL Server deployments with multi-language databases, data types for columns changed:
  • From nvarchar to varchar in tables CALLBACK_FACT, GPM_FACT, SDR_ACTIVITIES_FACT, SDR_SURVEY_FACT, and SDR_SURVEY_TRANSCRIPT_FACT. See the table descriptions for details.
  • From varchar to nvarchar in table SDR_USER_INPUTS_FACT, columns UTTERANCE and INTERPRETATION.
• To extend support for Callback reporting:
  • Two new dimension tables, CALLBACK_DIAL_RESULTS and CALLBACK_DIM_4 have been added. Lists of tables, indexes, and references—including the list of tables included in Data Export—have been updated to include the new tables.
  • The following new columns have been added to the CALLBACK_FACT table:

    CALLBACK_DIAL_RESULTS_KEY

    CALLBACK_DIM_4_KEY

    CUSTOMER_ANI

    DIAL_1_TS through DIAL_5_TS

    EWT_THRESHOLD_WHEN_OFFERED

    EWT_WHEN_LAST_DIAL

    EWT_WHEN_REJECTED

    FIRST_OUT_IXN_ID

    LAST_OUT_IXN_ID

    ORIGINATION_IXN_ID

    ORS_SESSION_ID

    POS_WHEN_LAST_DIAL

    PRIORITY_WHEN_A_CONNECTED

    PRIORITY_WHEN_C_CONNECTED

    PRIORITY_WHEN_CB_ACCEPTED

    SERVICE_END_TS

    WAITED_BEFORE_OFFER_TIME

    
    

• The default value has been removed from GPM_FACT.MESSAGE.
• To support reporting on Genesys Predictive Routing, descriptions of four new GPM_* tables have been added:
  • GPM_FACT
  • GPM_RESULT
  • GPM_PREDICTOR
  • GPM_MODEL

  Lists of tables, indexes, and references—including the list of tables included in Data Export—have been updated to include the new tables.

• Starting with release 8.5.007, certain fields in multi-language databases use nvarchar data types to support Unicode data storage. This document has been updated to include the nvarchar data types that apply in Unicode databases, alongside the varchar data types that continue to apply in Latin databases.
• To support reporting on interaction flows that involve applications developed with Genesys Designer, for which support is available in certain Genesys Engage cloud deployments:
  • Descriptions of the SDR_* tables have been added to this document.
  • Error code 26 has been added to INTERACTION_FACT.STATUS and STG_TRANSFORM_DISCARDS.CODE
• For Genesys Callback support, descriptions of the following columns have been updated to indicate new, additional values:
  • INTERACTION_TYPE.INTERACTION_SUBTYPE (OutboundCallback) and INTERACTION_SUBTYPE_CODE (OUTBOUNDCALLBACK)
  • TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT (Deferred and Incomplete) and TECHNICAL_RESULT_CODE (DEFERRED and INCOMPLETE)
  • TECHNICAL_DESCRIPTOR.RESULT_REASON (CallbackAccepted) and RESULT_REASON_CODE (CALLBACKACCEPTED)
• Description of a new column, USERDATA_FLAG, has been added to the MSF table. The column indicates that user data is attached to the MSF record. This flag facilitates an unambiguous join between the MSF and fact extension tables to retrieve correct user data that is attached during mediation.
• A new fact table, SM_MEDIA_NEUTRAL_STATE_FACT, has been added to support reporting on media-neutral agent states. (The table has not yet been added to the Facts subject area diagram.)
• The new user-data propagation rule, IRF_INITIAL, has been added to the list of valid values for the PROPAGATION_RULE column in the CTL_UD_TO_UDE_MAPPING control table.
• ANCHOR_FLAGS table:
  • Description of a new flag, CUSTOMER_LEFT_FIRST, has been added. The flag indicates which party ended a chat session.
  • The value in the following columns will always be 0 unless populate-thread-facts = true:
    • FIRST_ENGAGE_FOR_AGENT_THRD
    • FIRST_REPLY_FOR_AGENT_THRD
    • FIRST_ENGAGE_THRD
• A note has been added to the MEDIATION_SEGMENT_FACT (MSF) table description that, starting with release 8.5.003, Genesys Info Mart populates an MSF record for the starting Interaction Queue of an Inbound Interaction, even if populate-mm-ixnqueue-facts is configured to false.
• INTERACTION_RESOURCE_FACT (IRF) table:
  • Descriptions of two new columns, FOCUS_TIME_COUNT and FOCUS_TIME_DURATION, have been added. These columns enable reporting on the time that a particular interaction has been in focus (that is, actively being processed) on the agent desktop. If data regarding agent's focus time is provided by the agent desktop for this particular interaction, the count is increased in the FOCUS_TIME_COUNT column; otherwise, the value is 0. FOCUS_TIME_DURATION indicates the total time that the agent spent actively processing the interaction, as reported by the agent desktop.
  • Descriptions of two new columns, ASM_COUNT and ASM_ENGAGE_DURATION, have been added. These columns enable reporting on the time that the engaged agent is waiting to be connected to the customer (ASM engage duration) separately from regular talk time. The columns are populated only in Outbound VoIP environments, with Outbound Contact campaigns running in an ASM dialing mode, if the new configuration option, No results, is set to true
  • The ANCHOR_FLAGS_KEY column description has been updated to account for the role this column now plays in indicating which party ended a chat session.
  • Clarification has been added that in release 8.5.004, the name of the IRF_ANCHOR_SENT_TS column (which had been changed from IRF_ANCHOR_DATE_TIME_KEY in release 8.5.003) was further changed to IRF_ANCHOR_TS. The purpose of the column has been expanded. For chat interactions, the column now stores the time when the customer left the chat, or the time when the agent stopped the chat session, if data about the party that ended a chat session is available from Interaction Concentrator.
  • Clarification has been added that in release 8.5.003, the name of the IRF_ANCHOR_DATE_TIME_KEY column was changed to IRF_ANCHOR_SENT_TS. For offline multimedia interactions, this field was populated with the time when the first response left the contact center. This field was populated only if IRF.IRF_ANCHOR had a value of 2. This field was set to NULL for all other IRFs that were associated with the same interaction.
  • The description of a previously reserved column, LAST_INTERACTION_RESOURCE, has been updated. The column is supported for voice interactions in release 8.5.003 and is supported for all media types starting with release 8.5.004. This field is set to 1 for a single IRF out of all IRF records that are associated with a given interaction, to indicate the last resource to enter the interaction. This field is set to 0 for all other IRFs that are associated with the same interaction.
  • CONS_INIT_TALK_COUNT, CONS_RCV_RING_COUNT, CONS_RCV_RING_DURATION, CONS_RCV_TALK_COUNT, and CONS_RCV_TALK_DURATION now also apply to chat consultations.
  • The CUSTOMER_*_COUNT and CUSTOMER_*_DURATION metrics that specifically exclude voice and email consultations (for example, CUSTOMER_RING_COUNT) also exclude chat consultations.
  • A note has been added to CONS_INIT_TALK_DURATION to confirm that, even if CONS_INIT_TALK_COUNT is nonzero, CONS_INIT_TALK_DURATION does not apply to chat consultations to avoid double-counting, because the agent who initiated the consultation continued to be active in the chat with the customer for the whole time.
• A newly introduced value, Person, has been added to the list of values for the RESOURCE_.RESOURCE_SUBTYPE column.
• In the INTERACTION_TYPE table, InternalConferenceInvite (and INTERNALCONFERENCEINVITE) have been added to the INTERACTION_SUBTYPE (and INTERACTION_SUBTYPE_CODE) columns.
• CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY columns have been added in the IRF_USER_DATA_CUST_1, IRF_USER_DATA_GEN_1, and IRF_USER_DATA_KEYS tables.
• In the TECHNICAL_DESCRIPTOR table, IntroducedTransfer (and INTRODUCEDTRANSFER) have been added to the list of possible values in the RESULT_REASON (and RESULT_REASON_CODE) and ROLE_REASON (and ROLE_REASON_CODE) columns.
• In the information about Info Mart Partitioning, the GIDB Fact Tables section notes that two options introduced in release 8.1.402.07, partitioning-interval-size-gidb-mm and partitioning-interval-size-gidb-ocs, enable you to tailor partition sizes to suit the characteristics of your deployment, to improve performance.