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 TECHNICAL_DESCRIPTOR
Description
This table allows interaction-based facts to be described by the role of the associated resource and the technical result of the interaction or the interaction-based fact. For example, a queue resource received an interaction and diverted to another resource. Each row describes one distinct combination of attributes.
For detailed information about the available technical descriptor combinations, see Technical Descriptors in the Genesys Info Mart User's Guide.
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Column List
| Column | Data Type | P | M | F | DV |
|---|---|---|---|---|---|
| TECHNICAL_DESCRIPTOR_KEY | NUMBER(10) | X | X | ||
| TECHNICAL_RESULT | VARCHAR2(255 CHAR) | ||||
| TECHNICAL_RESULT_CODE | VARCHAR2(32 CHAR) | ||||
| RESULT_REASON | VARCHAR2(255 CHAR) | ||||
| RESULT_REASON_CODE | VARCHAR2(32 CHAR) | ||||
| RESOURCE_ROLE | VARCHAR2(255 CHAR) | ||||
| RESOURCE_ROLE_CODE | VARCHAR2(32 CHAR) | ||||
| ROLE_REASON | VARCHAR2(255 CHAR) | ||||
| ROLE_REASON_CODE | VARCHAR2(32 CHAR) | ||||
| CREATE_AUDIT_KEY | NUMBER(19) | X | X | ||
| UPDATE_AUDIT_KEY | NUMBER(19) | X | X |
TECHNICAL_DESCRIPTOR_KEY
The surrogate key that is used to join this dimension table to the fact tables.
TECHNICAL_RESULT
The technical result of the handling attempt—that is, how the attempt ended. This field is set to one of the following values:
- Abandoned
- AbnormalStop
- Cleared
- Completed
- Conferenced
- CustomerAbandoned
- Deferred
- DestinationBusy
- Diverted
- Incomplete
- None
- OutboundStopped
- Pulled
- Redirected
- Routed
- Transferred
- Unspecified
This value can change with localization.
TECHNICAL_RESULT_CODE
The technical result code of the handling attempt—that is, how the attempt ended. This field is set to one of the following values:
- ABANDONED
- ABNORMALSTOP
- CLEARED
- COMPLETED
- CONFERENCED
- CUSTOMERABANDONED
- DEFERRED
- DESTINATIONBUSY
- DIVERTED
- INCOMPLETE
- NONE
- OUTBOUNDSTOPPED
- PULLED
- REDIRECTED
- ROUTED
- TRANSFERRED
- UNSPECIFIED
This value does not change with localization.
RESULT_REASON
The reason for the technical result. This field is set to one of the following values:
- AbandonedFromHold
- AbandonedWhileQueued
- AbandonedWhileRinging
- AbnormalStopWhileQueued
- AbnormalStopWhileRinging
- AnsweredByAgent
- AnsweredByOther
- Archived
- CallbackAccepted
- Canceled
- DefaultRoutedByStrategy
- DefaultRoutedBySwitch
- IntroducedTransfer
- PulledBack (starting with release 8.1.4) or PulledBackTimeout (in releases earlier than 8.1.4)
- Redirected
- Rejected
- Revoked
- RoutedFromAnotherVQ
- RoutedToOther
- RouteOnNoAnswer
- Stopped
- StuckCall
- TargetsCleared
- Unspecified
This value can change with localization.
RESULT_REASON_CODE
The reason code for the technical result. This field is set to one of the following values:
- ABANDONEDFROMHOLD
- ABANDONEDWHILEQUEUED
- ABANDONEDWHILERINGING
- ABNORMALSTOPWHILEQUEUED
- ABNORMALSTOPWHILERINGING
- ANSWEREDBYAGENT
- ANSWEREDBYOTHER
- ARCHIVED
- CALLBACKACCEPTED
- CANCELED
- DEFAULTROUTEDBYSTRATEGY
- DEFAULTROUTEDBYSWITCH
- INTRODUCEDTRANSFER
- PULLEDBACK (starting with release 8.1.4) or PULLEDBACKTIMEOUT (in releases earlier than 8.1.4)
- REDIRECTED
- REJECTED
- REVOKED
- ROUTEDFROMANOTHERVQ
- ROUTEDTOOTHER
- ROUTEONNOANSWER
- STOPPED
- STUCKCALL
- TARGETSCLEARED
- UNSPECIFIED
This value does not change with localization.
RESOURCE_ROLE
The role that is played by the resource that is associated with the handling attempt. This field is set to one of the following values:
- DivertedTo
- InConference
- Initiated
- InitiatedConsult
- Puller
- Received
- ReceivedConsult
- ReceivedRequest
- ReceivedTransfer
- RedirectedTo
- RoutedTo
- Unknown
This value can change with localization.
RESOURCE_ROLE_CODE
The code of the role that is played by the resource that is associated with the handling attempt. This field is set to one of the following values:
- DIVERTEDTO
- INCONFERENCE
- INITIATED
- INITIATEDCONSULT
- PULLER
- RECEIVED
- RECEIVEDCONSULT
- RECEIVEDREQUEST
- RECEIVEDTRANSFER
- REDIRECTEDTO
- ROUTEDTO
- UNKNOWN
This value does not change with localization.
ROLE_REASON
The reason for the resource role. This field is set to one of the following values:
- Unspecified
- ConferenceInitiator
- ConferenceJoined
- IntroducedTransfer
- PulledBack (starting with release 8.1.4) or PulledBackTimeout (in releases earlier than 8.1.4)
This value can change with localization.
ROLE_REASON_CODE
The code of the reason for the resource role. This field is set to one of the following values:
- UNSPECIFIED
- CONFERENCE_INITIATOR
- CONFERENCE_JOINED
- INTRODUCEDTRANSFER
- PULLEDBACK (starting with release 8.1.4) or PULLEDBACKTIMEOUT (in releases earlier than 8.1.4)
This value does not change with localization.
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.
- 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.