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 AGT_CHAT_AGENT_HOUR
Description
This aggregate table provides a rollup of interactions associated with agent participation in asyncronous (Async) Chat Server sessions (multimedia interactions).
- 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.
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 |
|---|---|---|---|---|---|
| AGR_SET_KEY | integer | X | |||
| DATE_TIME_KEY | integer | X | -1 | ||
| TENANT_KEY | integer | X | -1 | ||
| GROUP_COMBINATION_KEY | integer | X | -1 | ||
| RESOURCE_KEY | integer | X | -1 | ||
| MEDIA_TYPE_KEY | integer | X | -1 | ||
| INTERACTION_TYPE_KEY | integer | X | -1 | ||
| CHAT_SESSION_DIM_KEY | integer | X | -1 | ||
| ACCEPTED_UNIQUE | integer | ||||
| FOCUS | integer | ||||
| FOCUS_TIME | integer | ||||
| ACCEPTED | integer | ||||
| NOTACCEPTED | integer | ||||
| OFFERED | integer | ||||
| REJECTED | integer | ||||
| ENGAGE_TIME | integer | ||||
| ENGAGE | integer | ||||
| WRAP_TIME | integer | ||||
| WRAP | integer | ||||
| HOLD_TIME | integer | ||||
| HOLD | integer | ||||
| CONSULT_RECEIVED_ENGAGE_TIME | integer | ||||
| CONSULT_RECEIVED_HOLD_TIME | integer | ||||
| CONSULT_RECEIVED_WRAP_TIME | integer | ||||
| CONSULT_RECEIVED_WRAP | integer | ||||
| CONSULT_RCV_WARM_ENGAGE_TIME | integer | ||||
| CONSULT_RCV_WARM_HOLD_TIME | integer | ||||
| CONSULT_RCV_WARM_WRAP_TIME | integer | ||||
| CONSULT_RCV_WARM_WRAP | integer | ||||
| INVITE_ACC_TIME | integer | X | |||
| INVITE_ACC_TIME_MAX | integer | X | |||
| ACCEPTED_LONG | integer | X | |||
| ACCEPTED_SHORT | integer | X |
AGR_SET_KEY
The surrogate key that is used to join this aggregate table to the AGR_SET table.
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 at which the agent’s participation in the interaction began.
TENANT_KEY
The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant.
GROUP_COMBINATION_KEY
The surrogate key that is used to join records in this aggregate table to the RESOURCE_GROUP_COMBINATION dimension table to identify a specific combination of queue groups of which the queue was a member when the interaction entered the queue.
RESOURCE_KEY
The surrogate key that is used to join this aggregate table to the RESOURCE_ dimension table.
MEDIA_TYPE_KEY
The surrogate key that is used to join this aggregate table to the MEDIA_TYPE dimension table.
INTERACTION_TYPE_KEY
The surrogate key that is used to join this aggregate table to the INTERACTION_TYPE dimension table.
CHAT_SESSION_DIM_KEY
The surrogate key that is used to join the CHAT_SESSION dimension to the fact tables.
ACCEPTED_UNIQUE
The total number of logical interactions that were accepted, initiated, or pulled by this agent. This measure includes an agent's first participation in outbound replies to inbound interactions.
FOCUS
The number of times the agent was in the focus state while working on media sessions.
FOCUS_TIME
The total amount of time (in seconds) the agent actually spent working directly or indirectly on media sessions.
ACCEPTED
Introduced: Release 8.5.008.00
Number of assigned sessions that were accepted by agents.
NOTACCEPTED
Introduced: Release 8.5.008.00
The total number of times that customer interactions were redirected to another resource upon no answer by this agent or were otherwise not accepted by this agent.
This metric includes interactions that the customer abandoned while they were alerting at the agent.
OFFERED
Introduced: Release 8.5.008.00
Number of sessions that were offered to the agents.
REJECTED
Introduced: Release 8.5.008.00
Number of sessions that were rejected by the agents.
ENGAGE_TIME
Introduced: Release 8.5.008.00
Duration of engagement since an agent joining a chat till agent leaves the chat or chat ends.
ENGAGE
Introduced: Release 8.5.008.00
Number of times that this agent was engaged with customers.
WRAP_TIME
Introduced: Release 8.5.008.00
Amount of time, that agents spent performing after-call work for customer interactions that were distributed from this chat.
WRAP
Introduced: Release 8.5.008.00
The total number of times the ACW (Wrap) state was recorded for customer interactions
HOLD_TIME
Introduced: Release 8.5.008.00
The total number of customer interactions that this agent had on hold.
HOLD
Introduced: Release 8.5.008.00
The total amount of time, in seconds, that this agent had customer interactions on hold.
CONSULT_RECEIVED_ENGAGE_TIME
Introduced: Release 8.5.008.00
The total amount of time, in seconds, that this agent was engaged in collaborations or simple consultations where the agents were the recipients of the collaboration/consultation requests and the collaborations/consultations were associated with customer interactions.
CONSULT_RECEIVED_HOLD_TIME
Introduced: Release 8.5.008.00
The total amount of time, in seconds, that this agent had collaborations or simple consultations on hold, where the collaborations/consultations were associated with customer interactions and the agent was the recipient of the collaboration/consultation requests.
CONSULT_RECEIVED_WRAP_TIME
Introduced: Release 8.5.008.00
The total amount of time, in seconds, that this agent was in ACW (Wrap) state after simple consultations that the agent accepted, where the consultations were associated with customer calls.
CONSULT_RECEIVED_WRAP
Introduced: Release 8.5.008.00
The total number of times that this agent was in ACW state after requests for simple consultation that the agent accepted where the consultations were associated with customer interactions.
CONSULT_RCV_WARM_ENGAGE_TIME
Introduced: Release 8.5.008.00
The total amount of time, in seconds, that this agent was engaged in consultations that the agent received where the consultations were associated with customer interactions and the interactions were transferred to or conferenced with this agent.
CONSULT_RCV_WARM_HOLD_TIME
Introduced: Release 8.5.008.00
The total amount of time, in seconds, that this agent had consultations on hold where the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent.
CONSULT_RCV_WARM_WRAP_TIME
Introduced: Release 8.5.008.00
The total amount of time, in seconds, that this agent spent in ACW state following consultations that the agent requested and received, where the consultations were associated with customer interactions that were transferred to or conferenced with this agent.
CONSULT_RCV_WARM_WRAP
Introduced: Release 8.5.008.00
The total number of times that this agent was in ACW state following consultations that the agent requested and received, where the consultations were associated with customer interactions and the interactions were transferred to or conferenced with the agent.
INVITE_ACC_TIME
Introduced: Release 9.0.010.01
The total amount of time interactions alerted at the agent's DN before the agent accepted the interactions. (This metric is not calculated and reserved for future use.)
INVITE_ACC_TIME_MAX
Introduced: Release 9.0.010.01
The maximum amount of time that it took for an agent to accept an interaction after it began alerting. (This metric is not calculated and reserved for future use.)
ACCEPTED_LONG
Introduced: Release 9.0.010.01
The number of interactions that were accepted by an agent after the amount of time configured as the accept duration threshold value in the agg-gim-thld-CHAT-ACC section. (This metric is not calculated and reserved for future use.)
ACCEPTED_SHORT
Introduced: Release 9.0.010.01
The number of interactions that were accepted by an agent before the amount of time configured as the accept duration threshold value in the agg-gim-thld-CHAT-ACC section. (This metric is not calculated and reserved for future use.)
Subject Areas
No subject area information available.