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Jdruker/non-ICON

Application-Related Data

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Writer's note: Reviewers, I thought it made more sense to group things based on core/legacy vs. newer add-ons, which matches up with the mapping methods. Please advise if you think it would be better to rather present this topic as ICON vs. non-ICON sources, in which case we could retitle this page to something like "Application Data from Alternative (non-ICON) Data Streams," and I would adjust content on this page and on User Data Sources and KVPs accordingly.

While interaction- and agent-related data that comes to Genesys Info Mart from Interaction Concentrator is the core of Info Mart reporting, Genesys Info Mart is continually extending the range of data it encompasses, to include reporting on application usage associated with interactions. This page describes Genesys Info Mart support for supplementary reporting based on application-related data.

About Application-Related Reporting in Genesys Info Mart

In addition to data from its core data sources (T-Server/SIP Server, Interaction Server, Outbound Contact Server, Configuration Server), Genesys Info Mart supports obtaining data from other Genesys applications involved in processing interactions or agent activity. For example, Genesys Info Mart 8.5.011+ processes data from Bot Gateway Server (BGS) on chat bot activity within a chat session. The application-related data can be used to supplement core Info Mart reporting.

Genesys Info Mart support for application-related reporting is predefined and cannot be customized. For a list of supported application reporting features, see Supported Application Reporting.

As Genesys Info Mart support for a wider range of application reporting has evolved, the mechanisms for delivering application-related data to Genesys Info Mart have changed, from user data stored by ICON in IDB to non-ICON channels such as Elasticsearch (ES) and Apache Kafka. Conceptually, there is no difference between the types of data that Genesys Info Mart requires to be sent through one channel or another. Whether Genesys Info Mart requires data from a particular application data source to be sent through ICON, ES, or Kafka is largely a function of development schedules and timing.

Internally, the method for mapping application-related data to Info Mart fact and dimension tables and columns differs from the method used to map customizable user data (see Processing User Data), even for application-related data that comes through ICON. For more information, see How Genesys Info Mart Processes Application-Related Data.

Supported Application Reporting

The following table summarizes the Genesys applications for which Genesys Info Mart provides supplementary reporting.

Writer's note: Reviewers, FYI, the following table is generated by query from the same source content that populates faceted tables on the elasticsearch-<data-source-id> section page and Kafka g:topic option in the Options Ref. Formatting is controlled by template and can easily be tweaked if you'd like to change the wording or what gets displayed.

Error: No field named "Feature" found for any of the specified database tables.

How Genesys Info Mart Processes Application-Related Data

Processing of application-related data is part of the regular ETL cycle.

  1. For application reporting data that is sent as user data via ICON, the extraction job extracts the data from IDB and stores the KVPs in the usual way in GIDB tables. The extraction job does not extract data from ES or Kafka data stores.
  2. The transformation job processes the application-related data from GIDB and from the ES and Kafka nodes Genesys Info Mart has been configured to access.
    Genesys Info Mart uses XML to transform the application data, with the transformation definition stored in the CTL_XML_CONFIG table. For data that comes through Kafka, Genesys Info Mart uses Avro to deserialize the data, and the Avro schema definition is also stored in the CTL_XML_CONFIG table. The XML transformations and, where applicable, Avro schemas are defined in the make_gim_* SQL scripts that create the Info Mart database schema. Writer's note: Reviewers, is it worth mentioning use of Xpath, so that we get the term into the doc to yield a search result?
    Based on the mappings in the CTL_XML_CONFIG table, Genesys Info Mart creates records in the fact and dimension tables defined for the application reporting feature—fact tables for high-cardinality data, and dimension tables for low-cardinality data. To prevent the transformation job from failing if a value is not received for a reporting data attribute mapped to a non-nullable column, default or fallback values are defined in the XML transformation. Writer's note: Alexey, (1) we deferred documenting the error-policy-ue-on-fail config option from an early implementation. Please confirm that we do not need to document it now either. (2) Please see step 5 under Processing User Data ("If the attempt to convert a KVP value...fails..."). Do we need to include equivalent info here about STG_TRANSFORM_DISCARDS?
    Writer's note: Alexey, please esp. confirm this next paragraph, which covers the kind of information I think we need to provide. It's partially based on information you provided in our Q&A for Kafka, but I've extended it based on a lot of assumptions. If Elasticsearch or Kafka throw an exception (for example, because of a connection loss), Genesys Info Mart logs the exception as a transformation job error in log message 55-20049. The transformation job itself does not fail, regardless of the value set for any error-policy-* configuration options. When the error condition is resolved, Genesys Info Mart resumes processing from the previous transformation high-water mark (HWM).
  3. Tables that store application-related data are included in Genesys Info Mart processing of General Data Protection Regulation (GDPR) "forget" or export requests if the reporting attributes that populate the columns potentially contain personally identifiable information (PII). For a list of the tables and columns that are included in GDPR processing, see the description of the CTL_GDPR_HISTORY table in the Physical Data Model for your RDBMS.

Configuration Requirements

The documentation suites for the respective application data sources provide detailed information about configuring the application, the intermediary data storage/delivery mechanism, Genesys Info Mart, and RAA (if applicable) to enable reporting on a particular application feature. Configuration requirements depend on the data delivery channel.

See Application-Specific Considerations for links to detailed configuration information for the respective applications. In general:

  • Data from ICON—Ensure that ICON has been configured to store the required user data. There are no additional configuration requirements or considerations on the Genesys Info Mart side.
  • Data from Elasticsearch—Configure the option(s) in the [elasticsearch-<data-source-id>] section, to specify deployment-specific connection information. Genesys recommends that you set an alarm on log message 55-20049, to alert you to connection issues or other ES errors that are interrupting Genesys Info Mart processing. Ensure that your ES data retention policy provides a sufficient buffer to enable Genesys Info Mart to recover from unexpected delays, so that ES indices are not deleted before Genesys Info Mart has transformed the data. On the other hand, if any index properties potentially contain PII, ensure that ES data will not be stored for more than 30 days.
  • Data from Kafka—Configure the options in the [kafka-<cluster-name>] section, to specify deployment-specific connection information and application-specific topic information. Genesys recommends that you set an alarm on log message 55-20049, to alert you if Genesys Info Mart loses connection to the Kafka cluster. Ensure that your Kafka data retention policy provides a sufficient buffer to enable Genesys Info Mart to recover from unexpected delays, so that messages are not discarded before Genesys Info Mart has consumed them. On the other hand, if any Kafka messages potentially contain PII, ensure that Kafka records will not be stored for more than 30 days.
  • Aggregation—If your deployment includes Genesys-provided aggregation, Reporting and Analytics Aggregates (RAA) requires you to configure enable- options in the [agg-feature] section on the Genesys Info Mart application object, to enable population of application-related data in the applicable aggregate tables.

Application-Specific Considerations

The remainder of this page provides some guidelines about the KVPs that contact centers typically use for reporting purposes. KVPs are discussed by the Genesys application that attaches them:

Genesys Mobile Services (GMS) — for Callback

Starting with release 8.5.005, Genesys Info Mart supports reporting on Genesys Callback activity, provided that GMS has been configured to send the required user data and that ICON (release 8.1.506.07 or higher) has been configured to store it. For full information about configuring Genesys Callback services, see the Callback Solution Guide.

Genesys Info Mart stores callback-related data in CALLBACK_* tables in the Info Mart database. The user-data mapping is predefined and cannot be customized. No additional configuration or mapping is required. For information about Genesys Info Mart callback-related tables, see the Genesys Info Mart Physical Data Model for your RDBMS. For information about how callbacks are represented in Info Mart interaction data, see Special handling for Genesys Callback in the User's Guide, on the page about populating interaction resource data.

At a minimum, Genesys Info Mart requires GMS to send the following KVPs in every callback-related event. Genesys Info Mart will not insert a row for a callback event in the CALLBACK_FACT table if any of the following KVPs are missing.

  • _CB_SERVICE_ID
  • _CB_T_SERVICE_START
  • _CB_D_CALLBACK_OFFER
  • _CB_N_CALLBACK_OFFERED
  • _CB_T_CALLBACK_OFFERED

For meaningful callback reporting, Genesys Info Mart requires GMS to send a number of additional KVPs, as applicable for the event. The following table, which is reproduced for your convenience from the Set up Historical Reporting page in the Callback Solution Guide, describes the KVPs that Genesys Info Mart requires GMS to send in UserEvents, to enable meaningful Callback reporting. An asterisk indicates that the KVP must be sent twice -- as call-based attached data in a TEvent and as UserEvent-based user data. Release numbers mentioned in the table (for example, indicating when a particular KVP was introduced) refer to the GMS release.

Important

To ensure that ICON stores the KVP data required for Genesys Info Mart to report on Callback, set the store-event-data option to all on the ICON application object (default is none).

Four of the KVPs — _CB_SERVICE_ID, _CB_T_SERVICE_START, _CB_T_CALLBACK_ACCEPTED and _CB_T_CUSTOMER_CONNECTED — must also be sent as call-based attached data. The sample attached-data specification file in the Genesys Info Mart IP includes these four KVPs by default.


KVP Description Info Mart Database Target
KVP Description Info Mart Database Target
VQ_CFG_TYPE
 The configuration type of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
VQ_CFG_TYPE_ID
 The configuration type ID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
_CB_CUSTOMER_ANI

Introduced: 8.5.111.04		 ANI of the customer for in-queue scenarios. This value can match _CB_CUSTOMER_PHONE_NUMBER if the same number is confirmed or entered. Could also be empty if the ANI is not detected. CALLBACK_FACT.CUSTOMER_ANI
_CB_DIAL_1_RESULT

Introduced: 8.5.200.07		 The result of the first callback dialing attempt. One of the following values:
  • CREATE_CALL_ERROR
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • CONNECTED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED

Notes: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.

CALLBACK_DIAL_RESULTS.DIAL_1_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY)
_CB_DIAL_2_RESULT

Introduced: 8.5.200.07		 The result of the second callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_2_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY)
_CB_DIAL_3_RESULT

Introduced: 8.5.200.07		 The result of the third callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_3_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY)
_CB_DIAL_4_RESULT

Introduced: 8.5.200.07		 The result of the fourth callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_4_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY)
_CB_DIAL_5_RESULT

Introduced: 8.5.200.07		 The result of the fifth callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_5_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY)
_CB_DIM_CALLBACK_OFFER_TYPE
 The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. One of the following values:
  • SCHEDULED
  • WAIT_FOR_AGENT
  • COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
  • IMMEDIATE
 CALLBACK_DIM_1.CALLBACK_OFFER_TYPE (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
_CB_DIM_CALL_DIRECTION
 The direction of the final callback interaction. One of the following values:
  • CUSTOMER_TERMINATED - Outbound Callback scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Inbound Callback scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
 CALLBACK_DIM_2.CALL_DIRECTION (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
_CB_DIM_CHANNEL
 The interaction channel from which the callback originated. One of the following values:
  • IVR
  • WEB
  • MOBILE
 CALLBACK_DIM_1.CHANNEL (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
_CB_DIM_CONNECT_ORDER
 The order in which the final callback interaction was connected. One of the following values:
  • CUSTOMER_FIRST
  • AGENT_FIRST_PREVIEW
  • AGENT_FIRST_NO_PREVIEW
 CALLBACK_DIM_1.CONNECT_ORDER (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
_CB_DIM_DIAL_DIALOG_RESULT
 The result of the final dialog for the callback. One of the following values:
  • RIGHT_PERSON
  • RESCHEDULED
  • CANCELLED
  • TRANSFERRED_TO_RP
  • PERSON
  • CANCEL
  • ERROR_TONE

Important: If an error occurs during the callback outbound call, the value of _CB_DIM_FINAL_DIAL_RESULT might overlap with _CB_DIM_DIAL_DIALOG_RESULT.

CALLBACK_DIM_2.DIAL_DIALOG_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
_CB_DIM_FINAL_DIAL_RESULT
 The result of the final callback dialing attempt. One of the following values:
  • CREATE_CALL_ERROR
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • CANCEL
  • CONNECTED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED
  • REDIAL_LIMIT_REACHED
  • ABANDONED_IN_QUEUE
  • FAIL
  • UNKNOWN
  • RESCHEDULED
  • FAIL_FAX_REACHED

Notes:
1. FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.

2. CANCEL is set when the on_dial plugin returned action=CANCEL.

CALLBACK_DIM_2.FINAL_DIAL_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
_CB_DIM_FINAL_TARGET
 The routing target that was used to find the agent. CALLBACK_DIM_3.FINAL_TARGET (referenced through CALLBACK_FACT.CALLBACK_DIM_3_KEY)
_CB_DIM_OFFER_TIMING
 Specifies whether the callback offer was made during operational (business) or non-operational hours. One of the following values:
  • ON-HOURS
  • OFF-HOURS
 CALLBACK_DIM_2.OFFER_TIMING (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
_CB_DIM_TYPE
 The type of callback the customer requested. One of the following values:
  • IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
  • WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
  • SCHEDULED - The time for the callback interaction is negotiated with the customer.
 CALLBACK_DIM_1.CALLBACK_TYPE (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
_CB_DIM_VQ
 The virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
_CB_DIM_VQ_DBID
 The DBID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
_CB_DISPOSITION
 Callback state using the format <state>.<sub state> where:
  • <state> can be set to: SCHEDULED, QUEUED, ROUTING, PROCESSING, COMPLETED.
  • <sub state> can be set: REDIAL_LIMIT_REACHED, CANCELLED, AGENT, ABANDONED_IN_QUEUE, REJECTED, PUSH_SEND, PUSH_DELIVERY_CONFIRMED, PUSH_SEND_ERROR, FAILED, CONNECTED, TRANSFERRED_TO_RP.
 CALLBACK_DIM_3.DISPOSITION (referenced through CALLBACK_FACT.CALLBACK_DIM_3_KEY)
_CB_D_CALLBACK_OFFER
 The duration of the callback offer, in seconds.

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CALLBACK_FACT.CALLBACK_OFFER_TIME
_CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT
 The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established. CALLBACK_FACT.CONN_WAITING_AGENT_TIME
_CB_D_CUSTOMER_WAITED_BEFORE_OFFER

Introduced: 8.5.106.14		 The amount of time, in seconds, the customer waited in the queue before a callback was offered. CALLBACK_FACT.WAITED_BEFORE_OFFER_TIME
_CB_D_ESTABLISH_MEDIA_IXN
 The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call. CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME
_CB_D_WAITING_FOR_AGENT_OFFLINE
 The amount of time, in seconds, the customer was waiting offline for an agent to become available. CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME
_CB_EWT_THRESHOLD_WHEN_OFFERED

Introduced: 8.5.200.07		 Value of the EWT threshold used to decide whether the callback offer should be made or not. Pass this value as an argument of the application that is responsible for making the callback offer. CALLBACK_FACT.EWT_THRESHOLD_WHEN_OFFERED
_CB_EWT_WHEN_CALLBACK_WAS_OFFERED
 The value of EWT, in seconds, at the time the callback was offered. CALLBACK_FACT.EWT_WHEN_OFFERED
_CB_EWT_WHEN_READY_TO_START_LAST_MEDIA_IXN

Introduced: 8.5.200.07		 Estimated Wait Time in seconds when the last dial attempt was made or the last push notification sent. CALLBACK_FACT.EWT_WHEN_LAST_DIAL
_CB_EWT_WHEN_READY_TO_START_MEDIA_IXN
 The value of Expected Wait Time (EWT), in seconds, for the service request when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.EWT_READY_TO_START_IXN
_CB_FINAL_RECORD
 Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes. CALLBACK_FACT.FINAL_RECORD
_CB_FIRST_OUT_IXN_ID

Introduced: 8.5.200.07		 The call ID of the first outbound call that the callback service created. CALLBACK_FACT.FIRST_OUT_IXN_ID
_CB_IXN_START_IGNORING_AVAILABILITY

Introduced: 8.5.200.07		 For premise callback, _CB_IXN_START_IGNORING_AVAILABILITY will always be 0. CALLBACK_DIM_4.DIAL_IGNORING_AVAILABILITY
_CB_LAST_OUT_IXN_ID

Introduced: 8.5.200.07		 The call ID of the last outbound call that the callback service created. CALLBACK_FACT.LAST_OUT_IXN_ID
_CB_N_ABANDONED_DURING_CALLBACK_OFFER

Introduced: 8.5.111.04		 Indicates whether the caller dropped the call without explicitly accepting or rejecting the callback offer: 0 = No, 1 = Yes. CALLBACK_DIM_4.ABANDONED_DURING_CB_OFFER (referenced through CALLBACK_FACT.CALLBACK_DIM_4_KEY)
_CB_N_AGENT_ADDED_TO_IXN
 Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes. CALLBACK_FACT.AGENT_ADDED_TO_IXN
_CB_N_CALLBACK_ACCEPTED
 Indicates whether a callback offer was accepted: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_ACCEPTED
_CB_N_CALLBACK_MEDIA_ATTEMPTS
 The total number of callback attempts or notifications, both successful and unsuccessful. CALLBACK_FACT.CALLBACK_ATTEMPTS
_CB_N_CALLBACK_OFFERED
 Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes.

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CALLBACK_FACT.CALLBACK_OFFERED
_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT
 Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes. CALLBACK_FACT.ABANDONED_WAITING
_CB_N_IXN_REQ_AGENT
 Indicates whether the interaction required agent assistance: 0 = No, 1 = Yes. CALLBACK_FACT.IXN_REQ_AGENT
_CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT
 Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes. CALLBACK_FACT.TIMEOUT_WAITING
_CB_N_TRANSFER_TO_AGENT_FAILED
 Number of times the callback interaction failed to transfer to the agent. CALLBACK_FACT.XFER_TO_AGENT_FAILED
_CB_OFFER_EWT_INBOUND_VQ

Introduced: 8.5.111.04		 Estimated Wait Time for the queue where rejected calls and not offered callbacks are being placed. This value is identical to _CB_EWT_WHEN_CALLBACK_WAS_OFFERED if the same Virtual Queue is used to place accepted callbacks. CALLBACK_FACT.EWT_WHEN_REJECTED
_CB_ORIGINATION_IXN_ID

Introduced: 8.5.200.07		 The ID of the inbound call where the callback was originally offered and accepted. You must pass the _cb_origination_ixn_id parameter in your Start Callback query when creating a callback request. If you do not pass the _cb_origination_ixn_id parameter, the value of _CB_ORIGINATION_IXN_ID will be undefined. For chat scenarios, this ID should be the chat interaction ID. CALLBACK_FACT.ORIGINATION_IXN_ID
_CB_ORS_SESSION_ID

Introduced: 8.5.114.09		 The Orchestration Server (ORS) session ID used to manage the callback. If multiple sessions were used (for example, because an ORS session terminated unexpectedly during the callback), the last session ID is reported. CALLBACK_FACT.ORS_SESSION_ID
_CB_POS_WHEN_CALLBACK_WAS_OFFERED
 The customer position in the queue when callback was offered. CALLBACK_FACT.POS_WHEN_OFFERED
_CB_POS_WHEN_READY_TO_START_LAST_MEDIA_IXN

Introduced: 8.5.200.07		 Position in queue when the last dial attempt was made or the last push notification sent. CALLBACK_FACT.POS_WHEN_LAST_DIAL
_CB_POS_WHEN_READY_TO_START_MEDIA_IXN
 The customer position in the queue when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.POS_READY_TO_START_IXN
_CB_PRIORITY_AT_THE_END_OF_ONLINE_WAIT

Introduced: 8.5.200.07		 Priority of the virtual interaction when the customer was connected to the agent.

If the customer abandoned while waiting in queue, then this value is the priority of the call when the customer disconnected.

CALLBACK_FACT.PRIORITY_WHEN_A_CONNECTED
_CB_PRIORITY_WHEN_CALLBACK_ACCEPTED

Introduced: 8.5.200.07		 Priority of the interaction (real or virtual) when the callback offer was accepted. CALLBACK_FACT.PRIORITY_WHEN_CB_ACCEPTED
_CB_PRIORITY_WHEN_CUSTOMER_CONNECTED

Introduced: 8.5.200.07		 Priority of the virtual interaction when the customer was connected. CALLBACK_FACT.PRIORITY_WHEN_C_CONNECTED
_CB_SERVICE_ID*
 The ID of the callback service request. Depending on the scenario, the value equals the ID of the GMS service instance or ID of the ORS session.

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CALLBACK_FACT.SERVICE_ID
_CB_TENANT_DBID
 The Tenant DBID. CALLBACK_FACT.TENANT_KEY
_CB_T_CALLBACK_ACCEPTED*
 The UTC timestamp when the callback offer was accepted. CALLBACK_FACT.CALLBACK_ACCEPTED_TS
_CB_T_CALLBACK_OFFERED
 The UTC timestamp when the callback was offered.

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CALLBACK_FACT.CALLBACK_OFFERED_TS
_CB_T_CUSTOMER_CONNECTED*
 The UTC timestamp when the customer was reconnected to the contact center and started waiting for an agent to be connected. CALLBACK_FACT.CUSTOMER_CONNECTED_TS
_CB_T_DIAL_1

Introduced: 8.5.200.07		 UTC Timestamp of the first dialing attempt. CALLBACK_FACT.DIAL_1_TS
_CB_T_DIAL_2

Introduced: 8.5.200.07		 UTC Timestamp of the second dialing attempt. CALLBACK_FACT.DIAL_2_TS
_CB_T_DIAL_3

Introduced: 8.5.200.07		 UTC Timestamp of the third dialing attempt. CALLBACK_FACT.DIAL_3_TS
_CB_T_DIAL_4

Introduced: 8.5.200.07		 UTC Timestamp of the fourth dialing attempt. CALLBACK_FACT.DIAL_4_TS
_CB_T_DIAL_5

Introduced: 8.5.200.07		 UTC Timestamp of the fifth dialing attempt. CALLBACK_FACT.DIAL_5_TS
_CB_T_READY_TO_START_MEDIA_IXN
 The UTC timestamp when the contact center was ready to start the callback interaction. The value matches the time of either an outbound dialing attempt or a push notification prompting the customer to start a call or chat session.

Note: Set this value only once, before the first dial attempt.

CALLBACK_FACT.READY_START_MEDIA_IXN_TS
_CB_T_SERVICE_END

Introduced: 8.5.111.04		 UTC timestamp for when service was completed or terminated. CALLBACK_FACT.SERVICE_END_TS
_CB_T_SERVICE_START*
 The UTC timestamp when the callback service started. This value represents either the time of the callback request or the time that the callback offer was played, depending on deployment.

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CALLBACK_FACT.SERVICE_START_TS, CALLBACK_FACT.START_DATE_TIME_KEY



Genesys Predictive Routing (GPR)

Starting with release 8.5.009, Genesys Info Mart supports reporting on GPR usage and performance, provided that GPR has been configured to send the required user data and that ICON has been configured to store it. For full information about configuring GPR for historical reporting, see Deploying: Integrating with Genesys Reporting in the Genesys Predictive Routing (formerly Predictive Matching) Deployment and Operations Guide.

Genesys Info Mart stores GPR-related data in GPM_* tables in the Info Mart database. The user-data mapping is predefined and cannot be customized. No additional configuration or mapping is required. For more information about the GPR-related tables, see the Genesys Info Mart Physical Data Model for your RDBMS.

The following table describes the KVPs that Genesys Info Mart requires GPR to send in UserEvents. The information is reproduced for your convenience from the Integrating with Genesys Reporting page cited above. Release numbers mentioned in the table (for example, indicating when a particular KVP was introduced) refer to the GPR release. The gpm and GPM_ prefixes shown in the table are correct.


KVP Description KVP Type Info Mart Database Target
KVP Description KVP Type Info Mart Database Target
ADDED_TS
 UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent.
Default value: no default value
Valid values: any valid UTC timestamp

Note: This KVP is mandatory for Genesys Info Mart reporting.		 INT GPM_FACT.ADDED_TS
CALLID
 Value of AttributeCallUUID for the interaction.
Default value: a valid CALLID

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CHAR(32) GPM_FACT.MEDIA_SERVER_IXN_GUID
CustomerID

Introduced: 9.0.016.00		 The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Postgres: varchar(255); Oracle: VARCHAR2(255 CHAR); Microsoft SQL: varchar(255)/nvarchar(255) IRF_USER_DATA_GEN_1.CUSTOMER_ID
gpmAdjustedAgentScore

Introduced: 9.0.015.00		 The final agent score used to route the associated interaction to the selected agent. This score is calculated from the gpmAgentScore combined with any agent occupancy factor.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.ADJUSTED_SCORE
gpmAgentDBID
 Optional. The DBID of the agent to whom the interaction was routed.
Default value: no default value		 INT RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
gpmAgentRank
 The rank of the agents in the target group, based on agent scores sorted in descending order.
Default value: 0
Valid values: 0, any positive integer		 SHORT GPM_FACT.AGENT_RANK
gpmAgentScore
 The score of the agent to whom the interaction was routed.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.AGENT_SCORE
gpmCustomerFound
 Indicates whether features from the customer record specified in the routing strategy were successfully retrieved from the Customer Profile schema uploaded to the AI Core Services and used to calculate agent scores.
Default value: unknown
Valid values: 0 (= No), 1 (= Yes), unknown		 Enum GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmDefaultAgentScore

Introduced: 9.0.015.00		 This default agent score for the associated interaction. The value is the outcome, for this interaction, of the setting specified in the default-agent-score configuration option.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.DEFAULT_SCORE
gpmDefaultScoredAgents

Introduced: 9.0.015.00		 The number of agents assigned the default score for the associated interaction.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.DEFAULT_SCORES_COUNT
gpmDefaultScoreUsed

Introduced: 9.0.015.00
  • 0 - The agent score for the associated interaction is taken from the scoring response returned by GPR.
  • 1 - The agent score for the associated interaction is calculated based on the value set for the default-agent-score configuration option.

Default value: 0
Valid values: 0, 1		 INT GPM_FACT.DEFAULT_SCORE_USED
gpmFinalScoreThreshold

Introduced: 9.0.015.00		 The final threshold value used to route the associated interaction to the selected agent. The routing strategy calculates the value from the configured score threshold combined with values resulting from any agent holdout options.
Default value: 0
Valid values: any integer		 INT GPM_FACT.FINAL_SCORE_THRESHOLD
gpmGlobalScore
 The mean score calculated for an interaction using the Global Model.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.GLOBAL_SCORE
gpmGlobalScoreCount

Introduced: 9.0.015.00		 Describes the number of agent scores returned for an interaction using a GLOBAL model.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.GLOBAL_SCORES_COUNT
gpmInitialScoreThreshold

Introduced: 9.0.015.00		 The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option.
Default value: 0
Valid values: any integer		 INT GPM_FACT.INITIAL_SCORE_THRESHOLD
gpmMaxScore
 The score of the best-matching agent in the target group.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.MAX_SCORE
gpmMedianScore
 The median score for the target group of agents to which the agent who received the interaction belongs.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.MEDIAN_SCORE
gpmMessage
 The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error.
Default value: no default value		 CHAR(255) GPM_FACT.MESSAGE
gpmMinScore
 The score of the worst-matching agent in the target group.
Default value: 0
Valid values: any non-negative float value		 FLOAT GPM_FACT.MIN_SCORE
gpmMode

Modified: 9.0.015.00 - The value off was added.		 The mode in which Predictive Routing is operating, as specified by the prr-mode configuration option. For information about turning predictive routing off, see Turn Off Predictive Routing.
Default value: unknown
Valid values: prod, off, dry-run, ab-test-time-sliced, unknown		 Enum GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmModel
 The name of the Model used to calculate agent scores for the interaction.
Default value: unknown
Valid values: the name of any Model in your environment		 CHAR(255) GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
gpmModelId
 The UUID of the Model used to calculate agent scores for the interaction.
Default value: unknown
Valid values: the ID for any Model in your environment		 CHAR(24) GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
gpmPredictor
 The name of the Predictor in the AI Core Services (AICS). If an error is encountered, the section name specified in the Predictive_Route_DataCfg Transaction List object is used as the Predictor name.
Default value: unknown
Valid values: the name of any Predictor in your environment		 CHAR(255) GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
gpmPredictorId
 The UUID of the Predictor used for scoring.
Default value: unknown
Valid values: the ID for any Predictor in your environment		 CHAR(24) GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
gpmPredictorType

Introduced: 9.0.015.00		 Reserved for future use.
Default value: unknown
Valid values: Sales, Service		 CHAR[32] GPM_DIM1.PREDICTOR_TYPE
gpmPriorityIncrement

Introduced: 9.0.016.00		 If the value is 0, the priority of the interaction did not increase above the configured base_priority value. If the value is 1, the priority of the interaction did increase above the configured base_priority and, as a result, the selected agent was not verified for the expected threshold score.

Note: This KVP is not currently stored as a separate column in the Genesys Info Mart database. It can be accessed from the score_log file using the GPR API.


Default value: 0
Valid values: 0,1		 N/A N/A
gpmResult

Modified: 9.0.015.00 - The values 12, 13, 14, and 15 were added.		 The result of Predictive Routing processing. If there is an error, the gpmMessage KVP contains the error message.
  • 1 - Ok
  • 2 - Authentication to scoring engine failed
  • 3 - Scoring request failed
  • 4 - Agent list is empty
  • 5 - URS overload, interaction skipped
  • 6 - Predictor not found
  • 7 - Failed to build scoring request
  • 8 - SetIdealAgent or SetReadyCondition execution error
  • 9 - Interaction log not found in global map
  • 10 - Unknown error
  • 11 - Channel is not supported
  • 12 - Reserved for future use
  • 13 - Call Abandoned
  • 14 - Call Routing Failed
  • 15 - Predictive Routing is turned off or not used for this interaction

Default value: no default value
Valid values: 1–15

Note: This KVP is mandatory for Genesys Info Mart reporting.		 Enum GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmRouteAttemptId
 The sequence number of the attempt to route an interaction using Predictive Routing. The value of this KVP is incremented each time the ActivatePredictiveRouting subroutine is called by the strategy, starting from 1.
Default value: 0
Valid values: integers starting from 1		 INT GPM_FACT.ROUTE_ATTEMPT_ID
gpmRoutingMethod

Introduced: 9.0.015.00		 Reserved for future use.
Default value: unknown		 CHAR[32] GPM_DIM1.ROUTING_CRITERIA
gpmScoreAboveMedian
 Indicates whether the score for the selected agent was better than the median score for the target group.
Default value: unknown
Valid values: 0 (no), 1 (yes), unknown		 Enum GPM_FACT.SCORE_ABOVE_MEDIAN
gpmStatus
 Indicates the scenario under which the interaction was processed. For more information about the scenarios, see Routing Scenarios Using Predictive Routing.
Default value: unknown
Valid values: agent-surplus, call-surplus, unknown		 Enum GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmSuitableAgentsCount

Introduced: 9.0.015.00		 The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.SUITABLE_AGENTS_COUNT
gpmTargetSize
 The size of the scored target group (in other words, the length of the list of agents received from the scoring engine).
Default value: 0
Valid values: 0, any positive integer		 SHORT GPM_FACT.TARGET_SIZE
gpmUse
 The meaning depends on the mode in which Predictive Routing is operating (see the description of the gpmMode KVP). This field is set to one of the following values:
  • 1 - When the mode is ab-test-time-sliced, indicates that the interaction was selected for Predictive Routing. When the mode is prod, indicates the normal case, when Predictive Routing occurred without error.
  • 0 - When the mode is ab-test-time-sliced, indicates the interaction was processed with skill-based routing. When the mode is dry-run, indicates that the interaction completed without error.
  • unknown - For any mode, indicates that an error occurred in one of the Predictive Routing subroutines, and the solution defaulted to skill-based routing.

Default value: unknown
Valid values: 1, 0, unknown		 Enum GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
gpmVQDBID

Introduced: 9.0.016.00		 The DBID of the virtual queue or DN configured in the vq-for-reporting configuration option (configured on the Predictive_Route_DataCfgTransaction List object).
  • Requires Genesys Info Mart release 8.5.014.19 or higher.
  • This KVP is sent only to Genesys Info Mart. It does not appear in the score_log file.

Default value: No default value
Valid values: Any valid DBID		 INT RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.VQ_RESOURCE_KEY)
gpmVQGUID

Introduced: 9.0.016.00		 Value of the Virtual Queue ID (RPVQID) stored in the interaction user data. This is a special GUID value that uniquely identifies the entrance of the interaction into certain virtual queues. The RPVQID is created by URS when the interaction enters into the virtual queue and is present in all VirtualQueue events that URS distributes.
  • Requires Genesys Info Mart release 8.5.014.19 or higher.
  • This KVP is sent only to Genesys Info Mart. It does not appear in the score_log file.

Default value: No default value
Valid values: Any valid Virtual Queue GUID		 CHAR[32] GPM_FACT.VQ_GUID
gpmWaitTime
 The amount of time, in seconds, the interaction spent in the queue used for Predictive Routing decision-making, starting from when the strategy started to process the interaction until it was routed to the agent. Note that the point when processing starts might depend on how you have configured your strategy.
Default value: 0
Valid values: 0, any positive integer		 INT GPM_FACT.WAIT_TIME
ServiceType

Introduced: 9.0.016.00		 The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Oracle: VARCHAR2(255 CHAR); Postgres: varchar(255); Microsoft SQL: nvarchar(170) INTERACTION_DESCRIPTOR.SERVICE_TYPE
START_TS
 UTC timestamp, indicating the time when the interaction arrived at the contact center.

Note that this value is different from gpm-ixn-timestamp (previously called prr-ixn-timestamp), which, in release 9.0.014.04 and earlier, indicates the time when the strategy started processing the interaction. gpm-ixn-timestamp is configured in the default_skill_data object, from which it is passed to the ActivatePredictiveRouting_v3 subroutine.

In URS Strategy Subroutines 9.0.015.00 and higher, gpm-ixn-timestamp is not used, and START_TS must be passed in the default_skill_data parameter. gpmWaitTime (the actual wait time of the interaction in the queue before an agent is selected) is calculated based on the difference between the UTC time when agent is selected minus the START_TS value.


Default value: no default value
Valid values: a valid UTC timestamp

Note: This KVP is mandatory for Genesys Info Mart reporting.		 INT GPM_FACT.START_DATE_TIME_KEY



Chat Server

Starting with release 8.5.011, in eServices deployments that include Chat Server 8.5.203.09 or higher, Genesys Info Mart supports detailed reporting on Genesys Chat session activity, provided that Chat Server has been configured to send the required user data and that ICON has been configured to store it. Starting with release 8.5.011.14, in eServices deployments that include Chat Server 8.5.302.03 or higher, Genesys Info Mart support for chat session reporting has been extended to include support for asynchronous (async) chat sessions. For full information about enabling chat session reporting for both regular and async chat, see Integrating Chat Server with Genesys Historical Reporting in the eServices Administrator's Guide. For additional links to more information, including information about aggregation and available out-of-box Genesys CX Insights reports, see New in Release 8.5.011 and New in Release 8.5.011.14 in this document.

Genesys Info Mart stores chat session data in the CHAT_SESSION_FACT and CHAT_SESSION_DIM tables in the Info Mart database. The user-data mapping is predefined and cannot be customized. No additional configuration or mapping is required. For more information about the chat session tables, see the Genesys Info Mart Physical Data Model for your RDBMS.

At a minimum, Genesys Info Mart requires Chat Server to send the ChatServerSessionStartedAt and ChatServerSessionClosedAt KVPs in the chat session–related reporting event. Genesys Info Mart will not insert a row for a chat session in the CHAT_SESSION_FACT table if either of these KVPs is missing.

The following table describes the KVPs that Genesys Info Mart requires Chat Server to send in Interaction Server reporting events. The information is reproduced for your convenience from information on the Integrating Chat Server with Genesys Historical Reporting page cited above. Release numbers mentioned in the table (for example, indicating when a particular KVP was introduced) refer to the Chat Server release.

Tip
When you configure ICON, Genesys recommends that you use the ICON attached-data specification file (ccon_adata_spec_GIM_Example.xml) included in a Genesys Info Mart IP that supports the required functionality, to ensure that ICON has been configured to capture the required KVPs.


KVP Description Info Mart Database Target
KVP Description Info Mart Database Target
ChatServerSessionClosedAt
 Timestamp of chat session closure.‏ Always attached.

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CHAT_SESSION_FACT.END_DATE_TIME_KEY
ChatServerSessionStartedAt
 Timestamp of chat session creation.‏ Always attached.

Note: This KVP is mandatory for Genesys Info Mart reporting.		 CHAT_SESSION_FACT.START_DATE_TIME_KEY
cse_ActiveIdleMaxTime

Introduced: 8.5.301.06		 The maximum time (in seconds) a chat session has been inactive while at least one agent was connected and a configured inactivity threshold was exceeded. Not mapped
cse_ActiveIdleTotalCount

Introduced: 8.5.301.06		 The total number of times when an inactivity period exceeded a configured threshold while at least one agent was connected to the chat session (in other words, while the chat session was technically in an active state). CHAT_SESSION_FACT.ACTIVE_IDLE_COUNT
cse_ActiveIdleTotalTime

Introduced: 8.5.301.06		 The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the active state (at least one Agent participated). CHAT_SESSION_FACT.ACTIVE_IDLE_DURATION
cse_AgentReplyMaxTime
 The maximum time (in seconds) an agent spent on replying to a customer.

Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.

CHAT_SESSION_FACT.AGENT_REPLY_MAX_DURATION
cse_AgentReplyTotalCount
 The number of times an agent replied to a customer. CHAT_SESSION_FACT.AGENT_REPLY_COUNT
cse_AgentReplyTotalTime
 The total time (in seconds) an agent spent on replying to a customer.

Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.

CHAT_SESSION_FACT.AGENT_REPLY_DURATION
cse_AgentWaitMaxTime
 The maximum time (in seconds) an agent spent on waiting the reply from a customer.

Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.

CHAT_SESSION_FACT.AGENT_WAIT_MAX_DURATION
cse_AgentWaitTotalCount
 The number of times an agent waited for replies from a customer. CHAT_SESSION_FACT.AGENT_WAIT_COUNT
cse_AgentWaitTotalTime
 The total time (in seconds) an agent spent on waiting the reply from a customer.

Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.

CHAT_SESSION_FACT.AGENT_WAIT_DURATION
cse_AsyncDormantMaxTime

Introduced: 8.5.301.06		 The maximum time (in seconds) a chat session was staying in dormant state. Not mapped
cse_AsyncDormantTotalCount

Introduced: 8.5.301.06		 The total number of times session entered dormant state CHAT_SESSION_FACT.ASYNC_DORMANT_COUNT
cse_AsyncDormantTotalTime

Introduced: 8.5.301.06		 The total amount of time (in seconds), customer chat session was in the dormant state (with no Agent participant). Routing time is excluded from dormant time. CHAT_SESSION_FACT.ASYNC_DORMANT_DURATION
cse_AsyncIdleMaxTime

Introduced: 8.5.301.06		 The maximum time (in seconds) an async chat session was staying in idle state. Not mapped
cse_AsyncIdleTotalCount

Introduced: 8.5.301.06		 Total number of times an async session entered idle state. CHAT_SESSION_FACT.ASYNC_IDLE_COUNT
cse_AsyncIdleTotalTime

Introduced: 8.5.301.06		 The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the dormant state (with no Agent participant). CHAT_SESSION_FACT.ASYNC_IDLE_DURATION
cse_CustomerReplyMaxTime
 The maximum time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_MAX_DURATION
cse_CustomerReplyTotalCount
 The number of times a customer replied to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_COUNT
cse_CustomerReplyTotalTime
 The total time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_DURATION
cse_CustomerWaitMaxTime
 The maximum time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_MAX_DURATION
cse_CustomerWaitTotalCount
 The number of times a customer waited for the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_COUNT
cse_CustomerWaitTotalTime
 The total time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_DURATION
cse_SessionHandleMaxTime

Introduced: 8.5.301.06		 The maximum time (in seconds) that at least one agent was connected to a chat session. Not mapped
cse_SessionHandleTotalCount

Introduced: 8.5.301.06		 The total number of times a session was in an active state, that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_COUNT
cse_SessionHandleTotalTime

Introduced: 8.5.301.06		 The total time (in seconds) that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_DURATION
csg_ChatAsyncMode

Introduced: 8.5.301.06		 Denotes async session. Equals "1" for async chat session or "0" for regular chat session. CHAT_SESSION_DIM.ASYNC_MODE (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_ChatSessionID
 The ID (identifier) of chat session. Could be different from Interaction ID.‏ Attached only if the value of attach-session-statistics is not none. Not mapped
csg_LanguageName
 The value identifies the language specified for the chat session.‏ Might be absent. Attached only if the initial UserData for the chat session includes the GCTI_LanguageName KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.LANGUAGE_NAME (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_MediaOrigin
 The value identifies the origination of the chat session (web chat, social media channels, sms, and so on).‏ Might be absent. Attached only if the initial UserData for the chat session includes the MediaOrigin KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.MEDIA_ORIGIN (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_MediaType

Introduced: 8.5.203.09 (restricted release)		 The MediaType for chat interaction.‏ Always attached. CHAT_SESSION_FACT.MEDIA_NAME_CODE
csg_MessagesFromAgentsCount
 The total number of all messages sent by all agents (messages which are visible to customer). Note: There can be several agents in a chat session, for example, conferences, transfers, and others. CHAT_SESSION_FACT.MSG_FROM_AGENTS_COUNT
csg_MessagesFromAgentsSize
 The total character count (including spaces) of all messages sent by agents. CHAT_SESSION_FACT.MSG_FROM_AGENTS_SIZE
csg_MessagesFromCustomersCount
 The total number of messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_COUNT
csg_MessagesFromCustomersSize
 The total character count (including spaces) of all messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_SIZE
csg_PartiesAsAgentCount
 The number of parties that participated in a session as agents.

Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.

CHAT_SESSION_FACT.AGENTS_COUNT
csg_PartiesAsCoachCount
 The number of parties that participated in a session in the coaching mode (for example, an agent joins with the VIP visibility).

Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.

Not mapped
csg_PartiesAsMonitorCount
 The number of parties that participated in a session in the monitoring mode (for example, a supervisor join with the INT visibility).

Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.

Not mapped
csg_SessionEndedAgent

Introduced: 8.5.109		 The indication of agent presence in chat session.

Please note that in this reason code, only human (in other words, non-bot) agents who are visible to a customer are taken into account.
Valid values: * ABSENT — Session considered as abandoned. No agent (in other words, not-bot participant visible to client) ever joins chat session.

  • PRESENT — Session considered as not abandoned. At least one agent is still participating in chat session during the moment of chat session closure.
  • VISITED — Session could be considered either as abandoned or not abandoned - depending on business requirements. At least one agent participated in chat session, but no agents were present at the moment of chat session closure.
Note: In the very specific condition of a session restoration having occurred where an agent joins the session before restoration and does not re-join after restoration, and no messages are sent by any chat party before restoration, the value of csg_SessionEndedAgent will be ABSENT.		 Not mapped
csg_SessionEndedBy

Introduced: 8.5.105		 The type of participant that triggered the chat session closure.


Valid values: * CLIENT — Denotes a customer. This value is provided whenever a client leaves the chat session first. For example, this value will be set when a client leaves while the session continues due to the presence of an agent and ended later by an agent.

  • AGENT, SUPERVISOR, BOT — Denotes either agent, supervisor or chat bot participant. This type is provided only when:
    • A session is closed because the actor (agent/supervisor/bot) sent the Release request with the close if no more agents, or force close after-action; or
    • A session without a customer during the course of this chat session is closed because the actor sent a Release request.
  • SYSTEM — Denotes a server/system. See the csg_SessionEndedReason table for possible reasons.
 CHAT_SESSION_DIM.ENDED_BY (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_SessionEndedReason

Introduced: 8.5.105		 The description of how a chat session was closed.


Valid values: * DISCONNECT — The participant left due to a disconnect (basic protocol) or a flex timeout expiration (denotes disconnect in flex protocol).

  • Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • QUIT — The participant left a chat session in a normal way (flex logout or basic self-release request, that is with the keep alive after-action).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • FORCE — The participant left a chat session in a normal way and requested the session to be closed (either close if no more agents or force closure after-action).
    Possible values for the associated csg_SessionEndedBy: AGENT, SUPERVISOR, BOT
  • INACTIVE — Chat Server closed a chat session due to activated inactivity control monitoring.
    Possible values for the associated csg_SessionEndedBy: SYSTEM
  • DB_ERROR — Chat Server closed a chat session because it received the non-recoverable error from UCS while attempting to save the intermediate chat transcript (only possible when the transcript-save-on-error option is set to close).
    Possible values for the associated csg_SessionEndedBy: SYSTEM
 CHAT_SESSION_DIM.ENDED_REASON (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_SessionTotalTime
 The total duration of a chat session from the time it was created until it was completely finished/closed in Chat Server.

Note: This does not include the time between Chat Session End and Mark Done, as the interaction can still be handled by an agent.

CHAT_SESSION_FACT.SESSION_DURATION
csg_SessionUntilFirstAgentTime
 The duration of the waiting period, or the period of time a customer waits until the first agent (visible to a customer) joined the session.

Note: The 0 (zero) value has two alternative interpretations: no agents ever joined the session (if csg_PartiesAsAgentCount=0) or an agent joined immediately when the session was started (if csg_PartiesAsAgentCount > 0).

CHAT_SESSION_FACT.UNTIL_FIRST_AGENT_DURATION
csg_SessionUntilFirstReplyTime
 The period of time until the first agent submits the first visible to a customer greeting/message into a chat session. CHAT_SESSION_FACT.UNTIL_FIRST_REPLY_DURATION
csg_SessionWithCustomerTime
 The period of time a customer is in a chat session. Not mapped
csg_TenantId
 The tenant ID for the chat session.‏ Always attached. CHAT_SESSION_FACT.TENANT_KEY


This page was last edited on March 13, 2019, at 20:49.
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