Table AGT_COBROWSE_AGENT_HOUR

Description

Introduced: 8.5.006

In partitioned databases, this table is not partitioned.

This aggregate table provides a rollup of agent participation in Voice and Chat interactions that include Co-browse sessions. This table is used to produce the Co-browse Summary Report.

Tip

• This document shows table information because it is more informative than view information. However, directly querying tables is not supported; perform your queries on views.
• This document shows the HOUR structure for each table, as an example. For each table, the same structure is used for SUBHR through YEAR views.
• Where referenced, IRF resources include:
  • Handling resources (such as self-service IVR ports, agents, or non-agent-associated DNs)
  • Mediation resources (such as a non-self-service IVR ports, voice treatment ports, ACD queues, routing points, and so forth) where the interaction ends in mediation before being distributed to a handling resource.
• IRF is an abbreviation for the INTERACTION_RESOURCE_FACT table.
• MSF is an abbreviation for the MEDIATION_SEGMENT_FACT table.

Tip

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Column List

Legend

Column	Data Type	P	M	F	DV
AGR_SET_KEY	NUMBER(38,0)		X	X
DATE_TIME_KEY	NUMBER(38,0)		X	X	-1
TENANT_KEY	NUMBER(38,0)		X	X	-1
MEDIA_TYPE_KEY	NUMBER(38,0)		X	X	-1
AGENT_RESOURCE_KEY	NUMBER(38,0)		X	X	-1
ENTERED	NUMBER(38,0)		X
INTERACTIONS	NUMBER(38,0)		X
SESSIONS	NUMBER(38,0)		X
RW_SESSIONS	NUMBER(38,0)		X
FIRST_WAIT_TIME	NUMBER(38,0)		X
HANDLE_TIME	NUMBER(38,0)		X

AGR_SET_KEY

[INTERNAL] The surrogate key that is used to join this aggregate table to the AGR_SET table.

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DATE_TIME_KEY

The surrogate key that is used to join this aggregate table to the DATE_TIME dimension table to identify the calendar date and 15-minute interval during which the caller's participation in the interaction began.

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TENANT_KEY

The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant.

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MEDIA_TYPE_KEY

The surrogate key that is used to join this aggregate table to the MEDIA_TYPE dimension table.

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AGENT_RESOURCE_KEY

The surrogate key that is used to join this aggregate table to the RESOURCE_ dimension table to get information such as the Agent Name, Agent ID.

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ENTERED

The total number of Voice or Chat interactions that were accepted by the agent, regardless of whether Co-browse sessions were part of the interaction.

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INTERACTIONS

The total number of Voice or Chat interactions that were accepted by the agent, and that included one or more Co-browse sessions.

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SESSIONS

The total number of Co-browse sessions.

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RW_SESSIONS

The total number of Co-browse sessions with WRITE mode. In WRITE mode sessions, the customer enables the agent to remote control the customer browser.

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FIRST_WAIT_TIME

The total amount of time (in seconds) that elapses after the interaction starts before the first Co-browse session is initiated. For example: In a scenario where an interaction starts at 10:00 and the customer later requests help with Co-browse, and a Co-browse session is initiated at 10:07, the FIRST_WAIT_TIME is calculated as seven minutes (420 seconds).

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HANDLE_TIME

The total amount of time (in seconds) that this agent spent handling Co-browse sessions.

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Subject Areas

No subject area information available.