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_QUEUE_GRP_HOUR
Description
This disposition-based aggregate table provides a rollup of contact center activities from the perspective of the queue groups that interactions enter and pass through. Rollups are derived primarily from the MEDIATION_ SEGMENT_FACT table, and aggregation is performed along the DATE_TIME, TENANT, GROUP_, MEDIA_TYPE, and INTERACTION_TYPE dimensions. The combination of keys to these dimensions uniquely identifies records in this table.
Group membership is determined at the moment at which the interaction enters the member queue. If the queue belongs to more than one queue group, its measures are attributed to all of the groups of which the queue was a member when the interactions entered it. Queue group members include the following queue-type devices:
- ACD queues
- Virtual queues
- Interaction queues
- Workbins
Where so indicated, the measures in this table include either warm consult interactions or simple consult interactions. Warm consult interactions, or warm consultations, refer to those consultations that result in a transfer to or conference with an agent. Simple consultations are consult interactions that begin and end in consult.
The measures suffixed “_80” (for example, ACCEPTED_THR_80) provide backward compatibility. They appear only in upgraded schemas and their values rely on thresholds that are configured in the [gim-etl*] section.
The same columns and column descriptions apply to other AGT_QUEUE_GRP_* tables.
- 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.
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Column List
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 that correspond to the start of the aggregated interval.
GROUP_KEY
The surrogate key that is used to join this aggregate table to the GROUP_ view to identify the specific queue group of which the queue was a member when the interaction entered the queue.
INTERACTION_DESCRIPTOR_KEY
The surrogate key that is used to join this aggregate table to the INTERACTION_DESCRIPTOR dimension table to identify the business attributes that have been assigned to the interaction.
TENANT_KEY
The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant.
MEDIA_TYPE_KEY
The surrogate key that is used to join this aggregate table to the GROUP_ view to identify the specific queue group of which the queue was a member when the interaction entered the queue.
INTERACTION_TYPE_KEY
The surrogate key that is used to join this aggregate table to the INTERACTION_TYPE dimension table.
USER_DATA_KEY1
The surrogate key that is used to join this aggregate table to a custom user-data dimension table to identify attached data that has been assigned to the interaction.
USER_DATA_KEY2
The surrogate key that is used to join this aggregate table to a custom user-data dimension table to identify attached data that has been assigned to the interaction.
USER_DATA_GEN_KEY1
Introduced: Release 8.5.011
The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction.
This attribute is populated only if the configuration option user-data-gen-dim is enabled.
USER_DATA_GEN_KEY2
Introduced: Release 8.5.011
The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction.
This attribute is populated only if the configuration option user-data-gen-dim is enabled.
ENTERED
The total number of times that customer interactions or established warm consultations entered queues that belong to this queue group. If the same interaction enters this queue more than once, this measure counts each entrance separately.
CLEARED
The total number of times that customer interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group.
Clearing involves any of the following:
- Distribution to a parallel virtual queue.
- Default routed by the switch.
- Default routed by a routing strategy.
- Removing interactions that are determined to be stuck.
- Removing interactions for any other reason, such as abnormal stops.
- Removing interactions from a virtual queue by using the URS ClearTargets function.
Clearing excludes:
- Interactions that the customer abandoned while still queued.
- Interactions that were distributed from this virtual queue, workbin, or interaction queue.
- Interactions that were queued for consultation or collaboration.
CLEARED_TIME
The total duration, in seconds, that customer interactions spent in a queue before they were cleared from a virtual queue, workbin, or interaction queue that belong to this queue group. Interactions can be cleared for many reasons.
CLEARED_TIME_MAX
The longest amount of time, in seconds, that customer interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group.
CLEARED_STUCK
The total number of times that customer interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group because the interactions were identified as being stuck (having a technical result of StuckCall).
ABANDONED
The total number of times that customer interactions entered queues that belong to this queue group and were abandoned or dropped for any reason before the interactions could be distributed. The count includes short-abandoned interactions and excludes interactions that were abandoned after distribution, such as abandoned-while-inviting interactions.
ABANDONED_TIME
The total amount of time, in seconds, that customer interactions waited in queues that belong to this queue group before they were abandoned or dropped for any reason and before the interactions could be distributed. The duration starts the moment at which the interaction entered this queue and ends the moment at which the interaction was abandoned or stopped. The measurement includes short-abandoned interactions and excludes interactions that were abandoned after distribution.
ABANDONED_TIME_MAX
The longest amount of time, in seconds, that customers waited at queues that belong to this queue group before abandoning the interactions and before the interactions could be distributed.
ABANDONED_SHORT
The total number of times that customer interactions entered queues that belong to this queue group and were abandoned within the short-abandoned threshold. The count excludes interactions that were abandoned after distribution.
This measure relies on the value of the short-abandoned threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
ABANDONED_STANDARD
The total number of customer interactions that entered queues that belong to this queue group, and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the interactions could be established. This measure excludes interactions that were abandoned while they were alerting at a handling resource. This measure relies on the value of the short-abandoned threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
ABANDONED_STANDARD_TIME
The total amount of time, in seconds, that is associated with interactions that entered queues that belong to this queue group, and were abandoned or dropped for any reason before the interactions could be distributed. This time excludes the duration of customer interactions that were abandoned within the short-abandoned threshold as well as abandoned-while-alerting interactions.
This measure relies on the value of the short-abandoned threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
ABANDONED_INVITE
The total number of times that customer interactions that were distributed or pulled from queues that belong to this queue group were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent.
DISTRIBUTED_
The total number of times that customer interactions or established warm consultations were distributed or pulled from queues that belong to this queue group.
Distribution includes the interactions that were:
- Distributed to another queue.
- Distributed to an unmonitored resource.
- Accepted, answered, or pulled.
- Rejected/redirected upon no answer.
- Abandoned by the customer while they were alerting at the agent.
If the interaction passes through more than one queue before it was distributed, the count is increased only for that device from which the interaction was distributed or pulled.
DISTRIBUTED_TIME
The time, in seconds, from the moment at which customer interactions or warm consultations entered queues that belong to this queue group to the moment at which they were distributed or pulled from the queues.
DISTRIBUTED_TIME_MAX
The longest amount of time, in seconds, in seconds, that customer interactions or warm consultations spent in queues that belong to this queue group before they were distributed.
REDIRECTED
The total number of times that customer interactions entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent.
ROUTED_OTHER
The total number of times that customer interactions entered queues that belong to this queue group and were subsequently routed either to other mediation DNs or to unmonitored resources.
ACCEPTED
The total number of times that customer interactions and warm consultations that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or non-agent-associated DN.
ACCEPTED_THR
The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by a handling resource within the acceptance threshold.
This measure relies on the value of the acceptance threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
ACCEPTED_AGENT
The total number of times that customer interactions or warm consultations that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent.
ACCEPTED_AGENT_TIME
The total amount of time, in seconds, that customer interactions waited in queues that belong to this queue group before they were accepted, answered, or pulled by agents. Duration starts when the interaction enters the queue and ends when the interaction is accepted, answered, or pulled by an agent—thereby, including alert (ring) time.
ACCEPTED_AGENT_THR
The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by an agent within the acceptance threshold.
This measure relies on the value of the accepted-by-agent threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
DEFERRED
Introduced: Release 8.5.009.04
The total number of times that customer interactions entered queues that belong to this queue group and were released because handling was deferred.
TRANSFER_INIT_AGENT
The total number of times that agents transferred customer interactions that were distributed or pulled from queues that belong to this queue group. Both warm and blind transfers are reflected in this measure.
INVITE
The total number of customer interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted, answered, or pulled the interactions plus the total number of dials that agents performed, where the calls were successfully established and were distributed from queues that belong to this queue group.
INVITE_TIME
The total amount of time, in seconds, which customer interactions, distributed from queues that belong to this queue group, alerted or rang at agents plus the total duration of the dialing that agents performed. For the alerting component of this measure, interactions do not have to be established for this measure to be incremented. For the dialing component, dial duration is measured for established calls only.
ENGAGE_TIME
For customer interactions that were distributed or pulled from queues that belong to this queue group, the total amount of time, in seconds, that agents were engaged with customers. This measure excludes other interaction-related durations, such as hold time, ACW (Wrap) time, alert (ring) time and the time that is associated with consultations and collaborations that the agent received.
WRAP
The total number of times that agents entered or were in ACW state upon handling customer interactions that were distributed from queues that belong to this queue group.
WRAP_TIME
The total amount of time, in seconds, that agents spent performing after-call work for customer interactions that were distributed from queues that belong to this queue group.
HOLD
The total number of times that agents had customer interactions, distributed from queues that belong to this queue group, on hold. This count attributes only one hold instance per distribution per agent, even if the same interaction was placed on hold more than once by the agent.
HOLD_TIME
The total amount of time, in seconds, that agents had customer interactions that were distributed from queues that belong to this queue group on hold. This time starts when the interaction is placed on hold and ends when it is retrieved, dropped, transferred, or completed.
CONSULT_ENTERED
The total number of times that simple consultation requests entered queues that belong to this queue group where the collaborations/consultations were associated with customer interactions.
CONSULT_CLEARED
The total number of times that simple consult interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group.
CONSULT_CLEARED_TIME
The total duration, in seconds, that simple consult interactions spent in a queue before they were cleared from a virtual queue, workbin, or interaction queue that belong to this queue group.
CONSULT_CLEARED_TIME_MAX
The longest amount of time, in seconds, that simple consult interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group.
CONSULT_CLEARED_STUCK
The total number of times that simple consult interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group because the interactions were identified as being stuck (that is, having a technical result of StuckCall).
CONSULT_ABANDONED
The total number of times that simple consultations entered queues that belong to this queue group and were abandoned before they could be established inside the short-abandoned threshold where the consultations were associated with customer interactions.
CONSULT_ABANDONED_TIME
The total amount of time, in seconds, that simple consult interactions waited in queues that belong to this queue group before they were abandoned or dropped for any reason and before the interactions could be established. The duration starts the moment at which the consultation entered this queue and ends the moment at which the interaction was abandoned or stopped. The measurement includes short-abandoned interactions and excludes interactions that were abandoned after distribution.
CONSULT_ABANDONED_TIME_MAX
The longest amount of time, in seconds, that agents waited at queues that belong to this queue group before they abandoned their simple consult interactions. Interactions that were abandoned after they were offered to a resource (that is, abandoned-while-alerting/abandoned-while-ringing interactions) are excluded from consideration.
CONSULT_ABANDONED_SHORT
The total number of times that requests for consultation entered queues that belong to this queue group and were abandoned within the short-abandoned threshold where the consultations were associated with customer interactions. The count excludes collaborations and consultations that were abandoned after distribution.
This measure relies on the value of the short-abandoned threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
CONSULT_ABANDONED_STANDARD
The total number of simple consult interactions that entered queues that belong to this queue group and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the consultations could be established. This measure excludes consultations that were abandoned while they were alerting at a handling resource.
This measure relies on the value of the short-abandoned threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
CONSULT_ABN_STANDARD_TIME
The total amount of time, in seconds, that is associated with simple consult interactions that entered queues that belong to this queue group and were abandoned by the agent or dropped for any reason before the consultations could be established. The duration starts when the consultation enters the queue and ends when the consultation is abandoned or dropped, but only after the short-abandoned threshold has elapsed. This measure also excludes the time that is associated with consultations that were abandoned while they were alerting at a handling resource.
This measure relies on the value of the short-abandoned threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
CONSULT_ABANDONED_INVITE
The total number of times that consult interactions that were distributed or pulled from queues that belong to this queue group were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent.
CONSULT_DISTRIBUTED
The total number of times that simple consult interactions were distributed or pulled from queues that belong to this queue group.
CONSULT_DISTRIBUTED_TIME
The time, in seconds, from the moment at which simple consult interactions entered queues that belong to this queue group to the moment at which were distributed or pulled from the queues.
CONSULT_DISTRIBUTED_TIME_MAX
The longest amount of time, in seconds, in seconds, that customer interactions spent in queues that belong to this queue group before they were distributed.
CONSULT_REDIRECTED
The total number of times that collaborations or simple consult interactions entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent.
CONSULT_ROUTED_OTHER
The total number of times that consult interactions entered queues that belong to this queue group and were subsequently routed either to other mediation DNs or to unmonitored resources.
CONSULT_ACCEPTED
The total number of times that simple consult interaction that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or non-agent-associated DN.
CONSULT_ACCEPTED_TIME
The total amount of time, in seconds, that simple consult interactions waited in queues that belong to this queue group before they were accepted, answered, or pulled by handling resources. The duration starts when consultations enter the queue and ends when the consultations are accepted by the target resource—thereby, including alert (ring) time.
CONSULT_ACCEPTED_TIME_MAX
The longest amount of time, in seconds, that simple consult interactions that were distributed from queues that belong to this queue group, spent in a queue before they were accepted, answered, or pulled by the target resource. Duration starts when the consultation enters the member queue and ends when the consultation is accepted, answered, or pulled—thereby, including alert (ring) time.
CONSULT_ACCEPTED_THR
The total number of times that simple consult interactions that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by a handling resource within the acceptance threshold.
This measure relies on the value of the acceptance threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
CONSULT_ACCEPTED_AGENT_TIME
The total amount of time, in seconds, that consult interactions or warm consultations waited in queues that belong to this queue group before they were accepted, answered, or pulled by agents. Duration starts when the interaction enters the queue and ends when the interaction is accepted, answered, or pulled by an agent—thereby, including alert (ring) time.
CONSULT_ACCEPTED_AGENT_THR
The total number of times that simple consult interactions that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent within the acceptance threshold.
This measure relies on the value of the accepted-by-agent threshold option as configured in the [agg-gim-thld-QUEUE-IXN] section.
CONSULT_TRANSFER_INIT_AGENT
The total number of times that agents transferred simple consult interactions that were distributed or pulled from queues that belong to this queue group.
CONSULT_RECEIVED_ACCEPTED
The total number of times that agents received collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group and associated with customer interactions.
CONSULT_RECEIVED_INVITE
The total number of simple consult interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted, answered, or pulled the interactions, where the calls were established successfully.
CONSULT_RECEIVED_INVITE_TIME
The total amount of time, in seconds, that simple consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. Consultations do not have to be established for this measure to be incremented.
CONSULT_RECEIVED_ENGAGE_TIME
The total amount of time, in seconds, that agents were engaged in collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group where the agents were the recipients of the collaboration/consultation requests and the collaborations/consultations were associated with customer interactions.
CONSULT_RECEIVED_WRAP
The total number of collaborations or simple consultations for which agents entered ACW state where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
CONSULT_RECEIVED_WRAP_TIME
The total amount of time, in seconds, that agents were in ACW state, after simple consultations that the agents accepted, where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions.
CONSULT_RECEIVED_HOLD
The total number of simple consultations that agents had on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
CONSULT_RECEIVED_HOLD_TIME
The total amount time, in seconds, that agents had simple consult interactions on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
CONSULT_RCV_ACC_WARM
The total number of times that agents participated in consultations that the agents received, where the consultations were distributed or pulled from queues that belong to this queue group, associated with customer interactions, and transferred to or conferenced with the agents.
CONSULT_RCV_ACC_WARM_TIME
The total amount time, in seconds, that others spent waiting for an agent to respond to the requests for warm consultation that the agent received, where the warm consult interactions were distributed or pulled from queues that belong to this queue group.
CONSULT_RCV_WARM_INVITE
The total number of warm consultations that were distributed from queues that belong to this queue group that rang at agent resources before the agents answered the calls.
CONSULT_RCV_WARM_INVITE_TIME
The total amount of time, in seconds, that warm consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. By definition, warm interactions must be established for this measure to be incremented.
CONSULT_RCV_WARM_ENGAGE_TIME
The total amount of time, in seconds, that agents were engaged in consultations that were distributed or pulled from queues that belong to this queue group and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
CONSULT_RCV_WARM_HOLD
The total number of consultations distributed from queues that belong to this queue group that agents had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
CONSULT_RCV_WARM_HOLD_TIME
The total amount time, in seconds, that agents had consultations on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
CONSULT_RCV_WARM_WRAP
The total number of consultations that agents received for which agents entered ACW state where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions, and the interactions were transferred to or conferenced with the agents.
In common call-flow scenarios, this measure yields a value of zero.
CONSULT_RCV_WARM_WRAP_TIME
The total amount of time, in seconds, that agents spent in ACW state following consultations that the agents requested and received, where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions and the interactions were transferred to or conferenced with the agents.
This measure includes:
- ACW durations that were associated with conferences, where the customer leaves the interactions.
- Internal interactions that were transferred to the agents.
In common call-flow scenarios, this measure yields a value of zero.
CONFERENCE_INIT_AGENT
The total number of times that agents initiated conferences for customer interactions that the agent received where the interactions were distributed or pulled from queues that belong to this queue group and the conferences were established. The count includes the number of established conferences that were initiated for transferred interactions that agents received.
ACCEPTED_TIME
The total amount of time, in seconds, that customer interactions waited in a queue that belong to this queue group before they were accepted, answered, or pulled by handling resources. The duration starts when interactions enter the queue and ends when the interactions are accepted by the target resource-thereby, including alert (ring) time.
ACCEPTED_TIME_MAX
The longest amount of time, in seconds, that customer interactions that were distributed from queues that belong to this queue group, spent in a queue before they were accepted, answered, or pulled by the target resource. Duration starts when the interaction enters the member queue and ends when the interaction is accepted, answered, or pulled—thereby, including alert (ring) time.
GPM_RESULT_KEY
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
The name of the predictor in the Journey Optimization Platform (JOP). If an error is encountered, the section name in the PredictorsCfg Transaction List object is used as the predictor name.
GPM_MODEL_KEY
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.
GPM_AGENT_SCORE
The score of the agent to whom the interaction was routed.
GPM_ACTIVE
The total number of interactions in which Genesys Predictive Routing (GPR) was active. Calculated as the total number of times that GPM_RESULT.GPM_USE contains a result other than 'null'.
GPM_ERROR
The total number of interactions that were processed by Genesys Predictive Routing (GPR) that resulted in an error. Calculated as the total number of times that GPM_RESULT.GPM_USE contains an 'unknown' result.