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 INTERACTION_TYPE
Description
This table allows facts to be described based on interaction type, such as Inbound, Outbound, or Internal. Each row describes one interaction type.
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
| Column | Data Type | P | M | F | DV |
|---|---|---|---|---|---|
| INTERACTION_TYPE_KEY | integer | X | X | ||
| INTERACTION_TYPE | varchar(64) | ||||
| INTERACTION_TYPE_CODE | varchar(32) | ||||
| INTERACTION_SUBTYPE | varchar(64) | ||||
| INTERACTION_SUBTYPE_CODE | varchar(32) | ||||
| IGNORE | numeric(1) | ||||
| CREATE_AUDIT_KEY | numeric(19) | X | X | ||
| UPDATE_AUDIT_KEY | numeric(19) | X | X |
INTERACTION_TYPE_KEY
The primary key of this table. This key is also the surrogate key that is used to join this dimension to the fact tables.
INTERACTION_TYPE
Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The interaction type. This field is set to one of the following values:
- Unknown
- Internal
- Inbound
- Outbound
This value can change with localization.
INTERACTION_TYPE_CODE
Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases)
The interaction type code. This field is set to one of the following values:
- UNKNOWN
- INTERNAL
- INBOUND
- OUTBOUND
This value does not change with localization.
INTERACTION_SUBTYPE
Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases); 8.5.005 (OutboundCallback subtype added); 8.5.001 (InternalConferenceInvite subtype added)
The interaction subtype. This field is set to one of the following values:
- Unspecified
- InternalCollaborationInvite
- InternalCollaborationReply
- InternalConferenceInvite
- InboundCollaborationReply
- InboundCustomerReply
- InboundDisposition
- InboundNDR
- InboundNew
- InboundReport
- OutboundAutoResponse
- OutboundAcknowledgement
- OutboundCallback
- OutboundCollaborationInvite
- OutboundContact
- OutboundNew
- OutboundNotification
- OutboundRedirect
- OutboundReply
- Any other subtype value that is detected in extracted multimedia data (and that is converted to upper case)
Of these values, the following are most likely to be seen from the interaction fact:
- Unspecified
- InboundNew
- InboundCustomerReply
- OutboundContact
- OutboundNew
- OutboundNotification
This value can change with localization.
INTERACTION_SUBTYPE_CODE
Modified: 8.5.014.34 (in Microsoft SQL Server, data type changed from varchar to nvarchar in single-language databases); 8.5.005 (OUTBOUNDCALLBACK subtype added); 8.5.001 (INTERNALCONFERENCEINVITE subtype added)
The code name of the interaction subtype. This field is set to one of the following values:
- UNSPECIFIED
- INTERNALCOLLABORATIONINVITE
- INTERNALCOLLABORATIONREPLY
- INTERNALCONFERENCEINVITE
- INBOUNDCOLLABORATIONREPLY
- INBOUNDCUSTOMERREPLY
- INBOUNDDISPOSITION
- INBOUNDNDR
- INBOUNDNEW
- INBOUNDREPORT
- OUTBOUNDAUTORESPONSE
- OUTBOUNDACKNOWLEDGEMENT
- OUTBOUNDCALLBACK
- OUTBOUNDCOLLABORATIONINVITE
- OUTBOUNDCONTACT
- OUTBOUNDNEW
- OUTBOUNDNOTIFICATION
- OUTBOUNDREDIRECT
- OUTBOUNDREPLY
- Any other subtype value that is detected in extracted multimedia data (and that is converted to upper case)
Of these values, the following are most likely to be seen from the interaction fact:
- UNKNOWN
- INBOUNDNEW
- INBOUNDCUSTOMERREPLY
- OUTBOUNDCONTACT
- OUTBOUNDNEW
- OUTBOUNDNOTIFICATION
This value does not change with localization.
IGNORE
Applicable to multimedia interactions only, this flag indicates to Genesys Info Mart whether to process interactions of the type described by this row. This field is set to either one of the following values:
- 0 - Interactions of this type are transformed. This value is set by default for most interaction types, including those that are added to this dimension at runtime.
- 1 - Interactions of this type are ignored during transformation. This value is set by default for inbound interactions with subtype values of InboundDisposition and InboundReport.
Note: When an interaction that is set to be ignored is a parent (root) to other interactions, neither parent nor child interactions will be transformed, even if the child interactions are of a different type than the parent interaction.
CREATE_AUDIT_KEY
The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data creation. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools — that is, applications that need to identify newly added data.
UPDATE_AUDIT_KEY
The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data update. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools — that is, applications that need to identify recently modified data. The value of -1 indicates that a record was populated at runtime.
Index List
No indexes are defined.
Subject Areas
- Interaction — Represents interactions from the perspective of a customer experience.
- Interaction_Resource — Represents a summary of each attempt to handle an interaction. It encompasses the mediation process that is required to offer the interaction to a target handling resource, as well as the activities of that target handling resource.
- Mediation_Segment — Represents interaction activity from the perspective of contact center ACD queues, virtual queues, interaction queues, and interaction workbins, as well as groups thereof.