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_SDR_BOT_HOUR
Description
This disposition-based aggregate table provides a rollup of interactions involving bots, and associated with Designer applications.
- 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
| Column | Data Type | P | M | F | DV |
|---|---|---|---|---|---|
| DATE_TIME_KEY | integer | X | -1 | ||
| SDR_CALL_TYPE_KEY | integer | X | X | -2 | |
| SDR_ENTRY_POINT_KEY | integer | X | X | -2 | |
| SDR_APPLICATION_KEY | integer | X | X | -2 | |
| SDR_GEO_LOCATION_KEY | integer | X | X | -2 | |
| SDR_LANGUAGE_KEY | integer | X | X | -2 | |
| BOT_ATTRIBUTES_KEY | integer | X | X | -2 | |
| BOT_INTENT_KEY | integer | X | X | -2 | |
| LAST_BOT_INTENT_KEY | integer | X | X | -2 | |
| AGR_SET_KEY | integer | X | X | -1 | |
| ENTERED | integer | ||||
| SS_ENTERED | integer | ||||
| SS_BOTS_ENTERED | integer | ||||
| SS_DURATION | integer | ||||
| SS_BOTS_DURATION | integer | ||||
| BOT_ENTERED | integer | ||||
| BOT_SUCCESS | integer | ||||
| BOT_FAILED | integer | ||||
| INTENTS | integer | ||||
| INTENTS_DURATION | integer | ||||
| LAST_INTENTS | integer | ||||
| SS_ABANDONED | integer | ||||
| QUEUE_ABANDONED | integer | ||||
| AGENT_ROUTED | integer | ||||
| DN_ROUTED | integer |
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.
SDR_CALL_TYPE_KEY
The key that is used to join the SDR_CALL_TYPE dimension to the fact tables.
SDR_ENTRY_POINT_KEY
The key that is used to join the SDR_ENTRY_POINT dimension to the fact tables.
SDR_APPLICATION_KEY
The key that is used to join the SDR_APPLICATION dimension to the fact tables.
SDR_GEO_LOCATION_KEY
The key that is used to join the SDR_GEO_LOCATION dimension to the fact tables.
SDR_LANGUAGE_KEY
The key that is used to join the SDR_LANGUAGE dimension to the fact tables.
BOT_ATTRIBUTES_KEY
The key that is used to join the BOT_ATTRIBUTES dimension to the fact tables.
BOT_INTENT_KEY
The ID of a recognized BOT intent.
LAST_BOT_INTENT_KEY
The ID of the last recognized BOT intent.
AGR_SET_KEY
The surrogate key that is used to join this aggregate table to the AGR_SET table.
ENTERED
The total number of SDR sessions.
SS_ENTERED
The total number of SDR sessions in which Self-Service was used.
SS_BOTS_ENTERED
The total number of Self-Service SDR sessions in which bots participated.
SS_DURATION
The total duration (in seconds) of all Self-Service SDR sessions.
SS_BOTS_DURATION
The total duration (in seconds) of all Self-Service SDR sessions in which bots participated.
BOT_ENTERED
The total number of bot sessions. If a bot is invoked more than once within a SDR sessions, it is counted more than once.
BOT_SUCCESS
The total number of successful bot sessions.
BOT_FAILED
The total number of failed bot sessions.
INTENTS
The total number of customer intents that were recognized. In SDR sessions where more than one intent is recognized, each one is counted.
INTENTS_DURATION
The total amount of time (in seconds) that elapsed for customer intents to be recognized.
LAST_INTENTS
The total number of last intents. In SDR sessions where more than one customer intent is recognized, this metric counts the last intent identified.
SS_ABANDONED
The total number of interactions that entered the Self-Service phase of the Designer application and were subsequently abandoned in Self-Service. If more than one intent is recognized during an SDR session, this count considers only the last intent.
QUEUE_ABANDONED
The total number of interactions that entered the Self-Service phase of the Designer application, requested Assisted-Service, and were subsequently abandoned while waiting in queue. If more than one intent is recognized during an SDR session, this count considers only the last intent.
AGENT_ROUTED
The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to an agent. If more than one intent is recognized during an SDR session, this count considers only the last intent.
DN_ROUTED
The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to a DN. If more than one intent is recognized during an SDR sessions, this count considers only the last intent.
Subject Areas
No subject area information available.