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 CALLBACK_FACT
Description
Each row in this table describes a callback-related event, such as a callback offer, callback cancellation, or successful callback. The facts are based on data passed from Callback applications. Rows are inserted at receipt of a callback-related event and are not updated. The SERVICE_ID links the CALLBACK_FACT record with the related IRF record. There are no associated MSF records.
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Column List
ADDED_TS
The UTC-equivalent value of the date and time at which the event with callback data is received.
DS_AUDIT_KEY
Modified: 8.5.008 (data type increased from 10 to 19 digits)
The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The value of this field equals the audit key of the GIDB table from which the callback-related data is taken.
EVENT_SEQUENCE
The number of this event relative to other events associated with the same callback service.
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.
TENANT_KEY
Based on KVP: _CB_TENANT_DBID
The surrogate key that is used to join the TENANT dimension to the fact tables, to indicate the tenant of the IRF resource. The value of this field is identical to the value in the corresponding IRF record. Use this value to restrict data access.
SERVICE_ID
Based on KVP: _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.
The value allows you to associate interaction details with the callback details by using the following references:
CALLBACK_FACT.SERVICE_ID = IRF_USER_DATA_GEN_1.SERVICE_ID
AND CALLBACK_FACT.START_DATE_TIME_KEY = IRF_USER_DATA_GEN_1.START_DATE_TIME_KEY
From IRF_USER_DATA_GEN_1, you can then link in the usual way to IRF records.
FINAL_RECORD
Based on KVP: _CB_FINAL_RECORD
Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes.
EWT_READY_TO_START_IXN
Based on KVP: _CB_EWT_WHEN_READY_TO_START_MEDIA_IXN
The value of Expected Wait Time (EWT), in seconds, for the service request at the time the contact center was ready to start the first callback interaction, such as an outbound dialing attempt.
EWT_WHEN_OFFERED
Based on KVP: _CB_EWT_WHEN_CALLBACK_WAS_OFFERED
The value of EWT, in seconds, at the time the callback was offered.
POS_READY_TO_START_IXN
Based on KVP: _CB_POS_WHEN_READY_TO_START_MEDIA_IXN
The customer position in the queue at the time the contact center was ready to start the first callback interaction, such as an outbound dialing attempt.
POS_WHEN_OFFERED
Based on KVP: _CB_POS_WHEN_CALLBACK_WAS_OFFERED
The customer position in the queue at the time callback was offered.
CALLBACK_OFFER_TIME
Based on KVP: _CB_D_CALLBACK_OFFER
The duration of the callback offer, in seconds.
WAIT_AGENT_OFFLINE_TIME
Based on KVP: _CB_D_WAITING_FOR_AGENT_OFFLINE
The amount of time, in seconds, the customer was waiting offline for an agent to become available.
ESTABLISH_MEDIA_IXN_TIME
Based on KVP: _CB_D_ESTABLISH_MEDIA_IXN
The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call.
CONN_WAITING_AGENT_TIME
Based on KVP: _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_ACCEPTED_TS
Based on KVP: _CB_T_CALLBACK_ACCEPTED
The UTC timestamp at the time the callback offer was accepted.
CALLBACK_OFFERED_TS
Based on KVP: _CB_T_CALLBACK_OFFERED
The UTC timestamp at the time the callback was offered.
READY_START_MEDIA_IXN_TS
Based on KVP: _CB_T_READY_TO_START_MEDIA_IXN
The UTC timestamp at the time 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.
CUSTOMER_CONNECTED_TS
Based on KVP: _CB_T_CUSTOMER_CONNECTED
The UTC timestamp at the time the customer was reconnected to the contact center and started waiting for an agent to be connected.
AGENT_ADDED_TO_IXN
Based on KVP: _CB_N_AGENT_ADDED_TO_IXN
Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes.
XFER_TO_AGENT_FAILED
Based on KVP: _CB_N_TRANSFER_TO_AGENT_FAILED
Number of times the callback interaction failed to transfer to the agent.
ABANDONED_WAITING
Based on KVP: _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.
TIMEOUT_WAITING
Based on KVP: _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.
IXN_REQ_AGENT
Based on KVP: _CB_N_IXN_REQ_AGENT
For internal use.
CALLBACK_OFFERED
Based on KVP: _CB_N_CALLBACK_OFFERED
Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes.
CALLBACK_ACCEPTED
Based on KVP: _CB_N_CALLBACK_ACCEPTED
Indicates whether a callback offer was accepted: 0 = No, 1 = Yes.
CALLBACK_ATTEMPTS
Based on KVP: _CB_N_CALLBACK_MEDIA_ATTEMPTS
The total number of callback attempts or notifications, both successful and unsuccessful.
SERVICE_START_TS
Based on KVP: _CB_T_SERVICE_START
The UTC timestamp at the time 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.
START_DATE_TIME_KEY
Based on KVP: _CB_T_SERVICE_START
This is the DATE_TIME_KEY equivalent of the SERVICE_START_TS value.
CALLBACK_OFFERS_PER_SESSION
Based on KVP: _CB_N_CALLBACK_OFFERS_PER_SESSION
The number of times a callback was offered to the customer during the current interaction.
LAST_CALLBACK_OFFERED_TS
Modified: 8.5.008 (default value added)
Based on KVP: _CB_T_LAST_CALLBACK_OFFERED
The UTC timestamp of the final callback offer during the current interaction.
LAST_CALLBACK_OFFER_TIME
Based on KVP: _CB_D_LAST_CALLBACK_OFFER
The duration, in seconds, of the final callback offer.
CUSTOMER_PHONE_NUMBER
Based on KVP: _CB_CUSTOMER_PHONE_NUMBER
The customer phone number that was used for the callback interaction, if available.
DESIRED_TIME
Discontinued: Release 8.5.003 (renamed to DESIRED_TIME_TS)
The UTC equivalent of the scheduled callback time that was promised to the customer. For ASAP callback requests, this time equals to the CALLBACK_ACCEPTED_TS value.
DESIRED_TIME_TS
Introduced: Release 8.5.003 (renamed from DESIRED_TIME)
Based on KVP: _CB_T_DESIRED_TIME
The UTC equivalent of the scheduled callback time that was promised to the customer. For ASAP callback requests, this time equals to the CALLBACK_ACCEPTED_TS value.
PUSH_DELIVERY_CONFIRMED_TS
Introduced: Release 8.5.003
Based on KVP: _CB_T_PUSH_DELIVERY_CONFIRMED
The UTC timestamp at the time the application confirmed receipt of push notification. This field is populated for Inbound Callback scenarios.
CUSTOMER_READY_TO_START_IXN_TS
Introduced: Release 8.5.003
Based on KVP: _CB_T_CUSTOMER_READY_TO_START_MEDIA_IXN
The UTC timestamp at the time the customer is ready to start the callback interaction. This field is populated for Inbound Callback scenarios. Typically, the value is set to the time when the application sends a request for an access number to dial and an access code to match the call. In cases when no special confirmation is sent about push delivery, this value is the same as _CB_T_PUSH_DELIVERY_CONFIRMED.
Note: Genesys recommends to use a separate confirmation for push delivery.
CALLBACK_DIM_1_KEY
The surrogate key that is used to join the CALLBACK_DIM_1 dimension to the fact table, by the record ID.
CALLBACK_DIM_2_KEY
The surrogate key that is used to join the CALLBACK_DIM_2 dimension to the fact table, by the record ID.
CALLBACK_DIM_3_KEY
The surrogate key that is used to join the CALLBACK_DIM_3 dimension to the fact table, by the record ID.
RESOURCE_KEY
Based on KVP: _CB_DIM_VQ_DBIDand _CB_DIM_VQ
The surrogate key that is used to join the RESOURCE_ dimension to the fact tables, to identify the virtual queue where the callback request was waiting for execution.
DIAL_1_TS
Introduced: Release 8.5.009.20
Based on KVP: _CB_T_DIAL_1
The UTC timestamp of the first dialing attempt.
If the KVP is missing from UserEvents, the value of this field is 0.
DIAL_2_TS
Introduced: Release 8.5.009.20
Based on KVP: _CB_T_DIAL_2
The UTC timestamp of the second dialing attempt.
If the KVP is missing from UserEvents, the value of this field is 0.
DIAL_3_TS
Introduced: Release 8.5.009.20
Based on KVP: _CB_T_DIAL_3
The UTC timestamp of the third dialing attempt.
If the KVP is missing from UserEvents, the value of this field is 0.
DIAL_4_TS
Introduced: Release 8.5.009.20
Based on KVP: _CB_T_DIAL_4
The UTC timestamp of the fourth dialing attempt.
If the KVP is missing from UserEvents, the value of this field is 0.
DIAL_5_TS
Introduced: Release 8.5.009.20
Based on KVP: _CB_T_DIAL_5
The UTC timestamp of the fifth dialing attempt.
If the KVP is missing from UserEvents, the value of this field is 0.
EWT_WHEN_REJECTED
Introduced: Release 8.5.009.20
Based on KVP: _CB_OFFER_EWT_INBOUND_VQ
Estimated Wait Time for the queue where rejected callbacks and calls not offered callbacks are being placed. This value is identical to EWT_WHEN_OFFERED if the same Virtual Queue is used to place accepted callbacks.
If the KVP is missing from UserEvents, the value of this field is 0.
CUSTOMER_ANI
Introduced: Release 8.5.009.20
Based on KVP: _CB_CUSTOMER_ANI
The ANI of the customer for in-queue scenarios. This value might match CUSTOMER_PHONE_NUMBER if the same number is confirmed or entered, or the field might be empty if the ANI is not detected.
SERVICE_END_TS
Introduced: Release 8.5.009.20
Based on KVP: _CB_T_SERVICE_END
The UTC timestamp at the time the callback service was completed or terminated.
If the KVP is missing from UserEvents, the value of this field is 0.
WAITED_BEFORE_OFFER_TIME
Introduced: Release 8.5.009.20
Based on KVP: _CB_D_CUSTOMER_WAITED_BEFORE_OFFER
The amount of time, in seconds, the customer waited in the queue before a callback was offered.
If the KVP is missing from UserEvents, the value of this field is 0.
EWT_WHEN_LAST_DIAL
Introduced: Release 8.5.009.20
Based on KVP: _CB_EWT_WHEN_READY_TO_START_LAST_MEDIA_IXN
EWT, in seconds, at the time the last callback dialing attempt was made or the last push notification sent.
If the KVP is missing from UserEvents, the value of this field is 0.
POS_WHEN_LAST_DIAL
Introduced: Release 8.5.009.20
Based on KVP: _CB_POS_WHEN_READY_TO_START_LAST_MEDIA_IXN
The position of the callback in the queue at the time the last dialing attempt was made or the last push notification sent.
If the KVP is missing from UserEvents, the value of this field is 0.
PRIORITY_WHEN_CB_ACCEPTED
Introduced: Release 8.5.009.20
Based on KVP: _CB_PRIORITY_WHEN_CALLBACK_ACCEPTED
The priority of the interaction (real or virtual) at the time the callback offer was accepted.
If the KVP is missing from UserEvents, the value of this field is 0.
PRIORITY_WHEN_C_CONNECTED
Introduced: Release 8.5.009.20
Based on KVP: _CB_PRIORITY_WHEN_CUSTOMER_CONNECTED
The priority of the virtual interaction at the time the customer was connected.
If the KVP is missing from UserEvents, the value of this field is 0.
PRIORITY_WHEN_A_CONNECTED
Introduced: Release 8.5.009.20
Based on KVP: _CB_PRIORITY_AT_THE_END_OF_ONLINE_WAIT
The priority of the virtual interaction at the time the customer was connected to the agent. If the customer abandoned the call while waiting in the queue, then this value is the priority of the call at the time the customer disconnected.
If the KVP is missing from UserEvents, the value of this field is 0.
EWT_THRESHOLD_WHEN_OFFERED
Introduced: Release 8.5.009.20
Based on KVP: _CB_EWT_THRESHOLD_WHEN_OFFERED
The value of the EWT threshold the callback application used to decide whether the callback offer should be made.
If the KVP is missing from UserEvents, the value of this field is 0.
ORIGINATION_IXN_ID
Introduced: Release 8.5.009.20
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_ORIGINATION_IXN_ID
The ID of the interaction for which the callback was originally offered and accepted. For voice calls, this is the call ID of the original inbound call. For chat scenarios, this is the chat interaction ID.
FIRST_OUT_IXN_ID
Introduced: Release 8.5.009.20
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_FIRST_OUT_IXN_ID
The call ID of the first outbound call created by the callback module.
LAST_OUT_IXN_ID
Introduced: Release 8.5.009.20
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_LAST_OUT_IXN_ID
The call ID of the last outbound call created by the callback module.
ORS_SESSION_ID
Introduced: Release 8.5.009.20
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_ORS_SESSION_ID
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_DIAL_RESULTS_KEY
Introduced: Release 8.5.009.20
The surrogate key that is used to join the CALLBACK_DIAL_RESULTS dimension to the fact table, by the record ID.
If the KVP is missing from UserEvents, the value of this field is -2.
CALLBACK_DIM_4_KEY
Introduced: Release 8.5.009.20
The surrogate key that is used to join the CALLBACK_DIM_4 dimension to the fact table, by the record ID.
If the KVP is missing from UserEvents, the value of this field is -2.
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.
PRODUCER_BATCH_ID
Introduced: Release 8.5.015.19
Reserved for internal use.
Index List
No indexes are defined.
Subject Areas
- Facts — Represents the relationships between subject area facts.