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 GPM_FACT
Description
Each row in this table describes an attempt to route an interaction to an agent using Predictive Routing. The facts are based on data sent in UserEvents by your routing solution for interactions on voice, web, and mobile channels. Rows are inserted on receipt of a Predictive Routing–related event and are not updated. There is one row per interaction routing attempt per agent.
The MEDIA_SERVER_IXN_GUID links the GPM_FACT record with the related INTERACTION_FACT (IF), and the RESOURCE_KEY enables you to then link further to an INTERACTION_RESOURCE_FACT (IRF). In this way, the GPM_FACT table enables you to generate reports that provide interaction-level detail about Predictive Routing usage and its impact on KPIs, as well as evaluate the results for various models and predictors.
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 |
|---|---|---|---|---|---|
| MEDIA_SERVER_IXN_GUID | varchar(64) | X | X | ||
| ROUTE_ATTEMPT_ID | integer | X | X | 1 | |
| RESOURCE_KEY | integer | X | X | X | -2 |
| START_DATE_TIME_KEY | integer | X | X | X | |
| ADDED_TS | integer | X | |||
| MESSAGE | varchar(255) | ||||
| AGENT_SCORE | numeric(10,5) | X | 0 | ||
| GLOBAL_SCORE | numeric(10,5) | X | 0 | ||
| MEDIAN_SCORE | numeric(10,5) | X | 0 | ||
| MAX_SCORE | numeric(10,5) | X | 0 | ||
| MIN_SCORE | numeric(10,5) | X | 0 | ||
| SCORE_ABOVE_MEDIAN | varchar(10) | X | unknown | ||
| AGENT_RANK | integer | X | 0 | ||
| TARGET_SIZE | integer | X | 0 | ||
| WAIT_TIME | integer | X | 0 | ||
| GPM_RESULT_KEY | integer | X | X | -2 | |
| GPM_PREDICTOR_KEY | integer | X | X | -2 | |
| GPM_MODEL_KEY | integer | X | X | -2 | |
| DEFAULT_SCORE | numeric(10,5) | ||||
| DEFAULT_SCORE_USED | integer | ||||
| DEFAULT_SCORES_COUNT | integer | ||||
| GLOBAL_SCORES_COUNT | integer | ||||
| ADJUSTED_SCORE | numeric(10,5) | ||||
| INITIAL_SCORE_THRESHOLD | integer | ||||
| FINAL_SCORE_THRESHOLD | integer | ||||
| SUITABLE_AGENTS_COUNT | integer | ||||
| GPM_DIM1_KEY | integer | X | -2 | ||
| CREATE_AUDIT_KEY | numeric(19) | X | X | ||
| UPDATE_AUDIT_KEY | numeric(19) | X |
MEDIA_SERVER_IXN_GUID
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: CALLID
The interaction GUID, as reported by the interaction media server. This GUID might not be unique. In the case of T-Server voice interactions, the GUID is the Call UUID. This value allows you to associate interaction details with Predictive Routing results by using the following references:
- INTERACTION_FACT.MEDIA_SERVER_IXN_GUID = GPM_FACT.MEDIA_SERVER_IXN_GUID
- AND INTERACTION_FACT.START_DATE_TIME_KEY = GPM_FACT.START_DATE_TIME_KEY
In combination with RESOURCE_KEY, ROUTE_ATTEMPT_ID, and (starting with release 8.5.011) START_DATE_TIME_KEY, the MEDIA_SERVER_IXN_GUID forms the value of the composite primary key for this table.
ROUTE_ATTEMPT_ID
Based on KVP: gpmRouteAttemptId
The sequence number of the attempt to route an interaction using Predictive Routing. In combination with RESOURCE_KEY, MEDIA_SERVER_IXN_GUID, and (starting with release 8.5.011) START_DATE_TIME_KEY, the ROUTE_ATTEMPT_ID forms the value of the composite primary key for this table.
RESOURCE_KEY
Based on KVP: gpmAgentDBIDand AGENT_CFG_TYPE_IDand AGENT_CFG_TYPE
The surrogate key that is used to join the RESOURCE_ dimension to the fact table, to identify the agent resource that was the target of the Predictive Routing attempt. In combination with MEDIA_SERVER_IXN_GUID, ROUTE_ATTEMPT_ID, and (starting with release 8.5.011) START_DATE_TIME_KEY, the RESOURCE_KEY forms the value of the composite primary key for this table.
START_DATE_TIME_KEY
Modified: 8.5.011 (added to the composite primary key in nonpartitioned databases)
Identifies the start of a 15-minute interval in which the interaction started. Use this value as a key to join the fact tables to any configured DATE_TIME dimension, in order to group the facts that are related to the same interval and/or convert the START_TS timestamp to an appropriate time zone. Starting with release 8.5.011, in combination with MEDIA_SERVER_IXN_GUID, RESOURCE_KEY, and ROUTE_ATTEMPT_ID, the START_DATE_TIME_KEY forms the value of the composite primary key for this table in nonpartitioned as well as partitioned databases.
ADDED_TS
The UTC-equivalent value of the date and time at which the event with Predictive Routing data is received.
MESSAGE
Modified: 8.5.009.20 (default value no longer defined)
Based on KVP: gpmMessage
The message that displays when the Predictive Routing result, as reported by the GPM_RESULT_KEY, is an error.
AGENT_SCORE
Based on KVP: gpmAgentScore
The score of the agent to whom the interaction was routed.
GLOBAL_SCORE
Based on KVP: gpmGlobalScore
The average score calculated for a sub-group of agents in the target group, for whom the global model was utilized in score computation.
MEDIAN_SCORE
Based on KVP: gpmMedianScore
The median score for the target group of agents to which the agent belongs.
MAX_SCORE
Based on KVP: gpmMaxScore
The score of the best matching agent in the target group.
MIN_SCORE
Based on KVP: gpmMinScore
The score of the worst matching agent in the target group
SCORE_ABOVE_MEDIAN
Based on KVP: gpmScoreAboveMedian
Indicates whether the score for the selected agent was better than the median score for the target group. This field is set to one of the following values: 0 (= No), 1 (= Yes), unknown.
AGENT_RANK
Based on KVP: gpmAgentRank
The rank of the agent in the target group, based on agent scores sorted in descending order.
TARGET_SIZE
Based on KVP: gpmTargetSize
The size of the scored target group (in other words, the length of the list of agents received from the scoring engine).
WAIT_TIME
Based on KVP: gpmWaitTime
The amount of time, in seconds, the interaction spent in the queue used for Predictive Routing decision-making.
GPM_RESULT_KEY
Based on KVP: gpmResult
The surrogate key that is used to join the GPM_RESULT dimension to the fact table, to identify the result of the Predictive Routing attempt.
GPM_PREDICTOR_KEY
Based on KVP: gpmPredictorand gpmPredictorId
The surrogate key that is used to join the GPM_PREDICTOR dimension to the fact table, to identify the predictor used for scoring.
GPM_MODEL_KEY
Based on KVP: gpmModeland gpmModelId
The surrogate key that is used to join the GPM_MODEL dimension to the fact table, to identify the model used to calculate agent scores for the interaction.
DEFAULT_SCORE
Introduced: Release 8.5.014.09
Based on KVP: gpmDefaultAgentScore
The default agent score for the associated interaction, as specified in configuration.
DEFAULT_SCORE_USED
Introduced: Release 8.5.014.09
Based on KVP: gpmDefaultScoreUsed
Specifies how the agent score is derived.
- 0 - The agent score for the associated interaction is based on the scoring response returned by GPR.
- 1 - The agent score for the associated interaction is based on configuration.
DEFAULT_SCORES_COUNT
Introduced: Release 8.5.014.09
Based on KVP: gpmDefaultScoredAgents
The number of agents assigned the default score for the associated interaction.
GLOBAL_SCORES_COUNT
Introduced: Release 8.5.014.09
Based on KVP: gpmGlobalScoreCount
The number of agent scores returned for the interaction using the global model.
ADJUSTED_SCORE
Introduced: Release 8.5.014.09
Based on KVP: gpmAdjustedAgentScore
The final agent score used to route the associated interaction to the selected agent. This score is calculated from AGENT_SCORE adjusted for an agent occupancy factor.
INITIAL_SCORE_THRESHOLD
Introduced: Release 8.5.014.09
Based on KVP: gpmInitialScoreThreshold
The initial threshold score required for an agent to be considered a match for an interaction, as specified in configuration.
FINAL_SCORE_THRESHOLD
Introduced: Release 8.5.014.09
Based on KVP: gpmFinalScoreThreshold
The final threshold value used to route the associated interaction to the selected agent.
SUITABLE_AGENTS_COUNT
Introduced: Release 8.5.014.09
Based on KVP: gpmSuitableAgentsCount
The number of agents who had scores greater than, or equal to, the initial threshold value when the scoring response was received.
GPM_DIM1_KEY
Introduced: Release 8.5.014.09
The surrogate key that is used to join the GPM_DIM1 dimension to the fact table, to identify miscellaneous characteristics of the predictor and routing attempt.
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
Introduced: Release 8.5.010.16
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
| CODE | U | C | Description |
|---|---|---|---|
| I_GPM_FACT_SDT | Improves access time, based on the Start Date Time key. |
Index I_GPM_FACT_SDT
| Field | Sort | Comment |
|---|---|---|
| START_DATE_TIME_KEY | Ascending |
Subject Areas
No subject area information available.