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
- In the Data Type column, varchar/nvarchar means that the data type is varchar except in multi-language databases that use Unicode, in which case the data type is nvarchar.
Table RESOURCE_STATE
Description
This resource state dimension contains possible agent states. The states have two levels of granularity: state type and state name. Each state type may include several state names, so that several agent states could be grouped by type. This table allows facts to be described by the state of the associated agent resource. Each row describes one distinct media-specific agent state. Each media-specific agent state is also described as a media-neutral state type, so that facts can be described in either a media-specific or a media-neutral way.
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Column List
| Column | Data Type | P | M | F | DV |
|---|---|---|---|---|---|
| RESOURCE_STATE_KEY | int | X | X | ||
| STATE_TYPE | varchar(64)/nvarchar(64) | ||||
| STATE_TYPE_CODE | varchar(32)/nvarchar(32) | ||||
| STATE_NAME | varchar(64)/nvarchar(64) | ||||
| STATE_NAME_CODE | varchar(32)/nvarchar(32) | ||||
| CREATE_AUDIT_KEY | numeric(19) | X | X | ||
| UPDATE_AUDIT_KEY | numeric(19) | X | X |
RESOURCE_STATE_KEY
The primary key of this table and the surrogate key that is used to join this dimension to the fact tables.
STATE_TYPE
The media-neutral resource state. This field is set to one of the following values:
- Unknown
- Ready
- WorkingReady
- NotReady
- WorkingNotReady
This value can change with localization.
STATE_TYPE_CODE
The code for the media-neutral resource state. This field is set to one of the following values:
- UNKNOWN
- READY
- WORKINGREADY
- NOTREADY
- WORKINGNOTREADY
This value does not change with localization.
STATE_NAME
The media-specific or detailed resource state. This value can change with localization.
The possible voice and multimedia values (sourced from IDB) are the following:
- Unknown
- Busy
- Ready
- NotReady
- AfterCallWork (voice only)
- LoggedOnOnly
The following media-specific values are part of this dimension for voice media, but they are not used in Genesys Info Mart 8.x:
- WaitForNextCall
- OffHook
- CallDialing
- CallRinging
- NotReadyForNextCall
- AfterCallWork
- CallOnHold
- CallUnknown
- CallConsult
- CallInternal
- CallOutbound
- CallInbound
STATE_NAME_CODE
The media-specific or detailed resource state code. This value does not change with localization.
The possible voice and multimedia values (sourced from IDB) are the following:
- UNKNOWN
- BUSY
- READY
- NOTREADY
- AFTERCALLWORK (voice only)
- LOGGEDONONLY
The following media-specific values are part of this dimension for voice media, but they are not used in Genesys Info Mart 8.x:
- WAITFORNEXTCALL
- OFFHOOK
- CALLDIALING
- CALLRINGING
- NOTREADYFORNEXTCALL
- AFTERCALLWORK
- CALLONHOLD
- CALLUNKNOWN
- CALLCONSULT
- CALLINTERNAL
- CALLOUTBOUND
- CALLINBOUND
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.
Index List
No indexes are defined.
Subject Areas
- 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.
- Summary_Resource_State — Represents agent resource states, summarized to the media type.
- Summary_Resource_State_Reason — Represents agent resource state reasons, summarized to the media type.