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Balaji

KVP KVPDesc KVPType KVPDefault KVPValid mapsTo mandatoryForGIM introduced discontinued KVPCategory alwaysAttached
KVP KVPDesc KVPType KVPDefault KVPValid mapsTo mandatoryForGIM introduced discontinued KVPCategory alwaysAttached
ADDED_TS UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent. INT no default value any valid UTC timestamp GPM_FACT.ADDED_TS yes
ADDED_TS UTC timestamp, indicating the date and time when the record was added as inherited from the T-Server TEvent. INT no default value any valid UTC timestamp GPM_FACT.ADDED_TS yes
CALLID Value of AttributeCallUUID for the interaction. CHAR(32) a valid CALLID GPM_FACT.MEDIA_SERVER_IXN_GUID yes
CALLID Value of AttributeCallUUID for the interaction. CHAR(32) a valid CALLID GPM_FACT.MEDIA_SERVER_IXN_GUID yes
ChatServerSessionClosedAt Timestamp of chat session closure.‏ Always attached. CHAT_SESSION_FACT.END_DATE_TIME_KEY yes Chat session characteristics
ChatServerSessionClosedAt Timestamp of chat session closure.‏ Always attached. CHAT_SESSION_FACT.END_DATE_TIME_KEY yes Chat session characteristics
ChatServerSessionClosedAt Timestamp of chat session closure.‏ Always attached. CHAT_SESSION_FACT.END_DATE_TIME_KEY yes Chat session characteristics
ChatServerSessionClosedAt Timestamp of chat session closure.‏ Always attached. CHAT_SESSION_FACT.END_DATE_TIME_KEY yes Chat session characteristics
ChatServerSessionStartedAt Timestamp of chat session creation.‏ Always attached. CHAT_SESSION_FACT.START_DATE_TIME_KEY yes Chat session characteristics
ChatServerSessionStartedAt Timestamp of chat session creation.‏ Always attached. CHAT_SESSION_FACT.START_DATE_TIME_KEY yes Chat session characteristics
ChatServerSessionStartedAt Timestamp of chat session creation.‏ Always attached. CHAT_SESSION_FACT.START_DATE_TIME_KEY yes Chat session characteristics
ChatServerSessionStartedAt Timestamp of chat session creation.‏ Always attached. CHAT_SESSION_FACT.START_DATE_TIME_KEY yes Chat session characteristics
cse_ActiveIdleMaxTime The maximum time (in seconds) a chat session has been inactive while at least one agent was connected and a configured inactivity threshold was exceeded. Not mapped 8.5.301.06 Transcript - general
cse_ActiveIdleMaxTime The maximum time (in seconds) a chat session has been inactive while at least one agent was connected and a configured inactivity threshold was exceeded. Not mapped 8.5.301.06 Transcript - general
cse_ActiveIdleMaxTime The maximum time (in seconds) a chat session has been inactive while at least one agent was connected and a configured inactivity threshold was exceeded. Not mapped 8.5.301.06 Transcript - general
cse_ActiveIdleMaxTime The maximum time (in seconds) a chat session has been inactive while at least one agent was connected and a configured inactivity threshold was exceeded. Not mapped 8.5.301.06 Transcript - general
cse_ActiveIdleTotalCount MISSING DESCRIPTION] CHAT_SESSION_FACT Async Chat Session statistics
cse_ActiveIdleTotalCount The total number of times when an inactivity period exceeded a configured threshold while at least one agent was connected to the chat session (in other words, while the chat session was technically in an active state). CHAT_SESSION_FACT.ACTIVE_IDLE_COUNT 8.5.301.06 Transcript - general
cse_ActiveIdleTotalCount The total number of times when an inactivity period exceeded a configured threshold while at least one agent was connected to the chat session (in other words, while the chat session was technically in an active state). CHAT_SESSION_FACT.ACTIVE_IDLE_COUNT 8.5.301.06 Transcript - general
cse_ActiveIdleTotalCount The total number of times when an inactivity period exceeded a configured threshold while at least one agent was connected to the chat session (in other words, while the chat session was technically in an active state). CHAT_SESSION_FACT.ACTIVE_IDLE_COUNT 8.5.301.06 Transcript - general
cse_ActiveIdleTotalCount The total number of times when an inactivity period exceeded a configured threshold while at least one agent was connected to the chat session (in other words, while the chat session was technically in an active state). CHAT_SESSION_FACT.ACTIVE_IDLE_COUNT 8.5.301.06 Transcript - general
cse_ActiveIdleTotalTime The average amount of time (HH:MM:SS), exceeding configured threshold, without any activity when interaction was in the active state (at least one Agent participated). CHAT_SESSION_FACT Async Chat Session statistics
cse_ActiveIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the active state (at least one Agent participated). CHAT_SESSION_FACT.ACTIVE_IDLE_DURATION 8.5.301.06 Transcript - general
cse_ActiveIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the active state (at least one Agent participated). CHAT_SESSION_FACT.ACTIVE_IDLE_DURATION 8.5.301.06 Transcript - general
cse_ActiveIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the active state (at least one Agent participated). CHAT_SESSION_FACT.ACTIVE_IDLE_DURATION 8.5.301.06 Transcript - general
cse_ActiveIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the active state (at least one Agent participated). CHAT_SESSION_FACT.ACTIVE_IDLE_DURATION 8.5.301.06 Transcript - general
cse_AgentReplyMaxTime The maximum time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_MAX_DURATION Transcript - extended
cse_AgentReplyMaxTime The maximum time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_MAX_DURATION Transcript - extended
cse_AgentReplyMaxTime The maximum time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_MAX_DURATION Transcript - extended
cse_AgentReplyMaxTime The maximum time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_MAX_DURATION Transcript - extended
cse_AgentReplyTotalCount The number of times an agent replied to a customer. CHAT_SESSION_FACT.AGENT_REPLY_COUNT Transcript - extended
cse_AgentReplyTotalCount The number of times an agent replied to a customer. CHAT_SESSION_FACT.AGENT_REPLY_COUNT Transcript - extended
cse_AgentReplyTotalCount The number of times an agent replied to a customer. CHAT_SESSION_FACT.AGENT_REPLY_COUNT Transcript - extended
cse_AgentReplyTotalCount The number of times an agent replied to a customer. CHAT_SESSION_FACT.AGENT_REPLY_COUNT Transcript - extended
cse_AgentReplyTotalTime The total time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_DURATION Transcript - extended
cse_AgentReplyTotalTime The total time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_DURATION Transcript - extended
cse_AgentReplyTotalTime The total time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_DURATION Transcript - extended
cse_AgentReplyTotalTime The total time (in seconds) an agent spent on replying to a customer.
Note: For async chat sessions, if a chat session was in a dormant state while a customer message was received, the time until the agent rejoins the session is excluded.		 CHAT_SESSION_FACT.AGENT_REPLY_DURATION Transcript - extended
cse_AgentWaitMaxTime The maximum time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_MAX_DURATION Transcript - extended
cse_AgentWaitMaxTime The maximum time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_MAX_DURATION Transcript - extended
cse_AgentWaitMaxTime The maximum time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_MAX_DURATION Transcript - extended
cse_AgentWaitMaxTime The maximum time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_MAX_DURATION Transcript - extended
cse_AgentWaitTotalCount The number of times an agent waited for replies from a customer. CHAT_SESSION_FACT.AGENT_WAIT_COUNT Transcript - extended
cse_AgentWaitTotalCount The number of times an agent waited for replies from a customer. CHAT_SESSION_FACT.AGENT_WAIT_COUNT Transcript - extended
cse_AgentWaitTotalCount The number of times an agent waited for replies from a customer. CHAT_SESSION_FACT.AGENT_WAIT_COUNT Transcript - extended
cse_AgentWaitTotalCount The number of times an agent waited for replies from a customer. CHAT_SESSION_FACT.AGENT_WAIT_COUNT Transcript - extended
cse_AgentWaitTotalTime The total time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_DURATION Transcript - extended
cse_AgentWaitTotalTime The total time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_DURATION Transcript - extended
cse_AgentWaitTotalTime The total time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_DURATION Transcript - extended
cse_AgentWaitTotalTime The total time (in seconds) an agent spent on waiting the reply from a customer.
Note: For async chat sessions, cumulative dormant time until a customer's reply is received is excluded.		 CHAT_SESSION_FACT.AGENT_WAIT_DURATION Transcript - extended
cse_AsyncDormantMaxTime The maximum time (in seconds) a chat session was staying in dormant state. [MISSING MAPPING] Async Chat Session statistics
cse_AsyncDormantMaxTime The maximum time (in seconds) a chat session was staying in dormant state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncDormantMaxTime The maximum time (in seconds) a chat session was staying in dormant state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncDormantMaxTime The maximum time (in seconds) a chat session was staying in dormant state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncDormantMaxTime The maximum time (in seconds) a chat session was staying in dormant state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalCount The average number of times session entered dormant state CHAT_SESSION_FACT Async Chat Session statistics
cse_AsyncDormantTotalCount The total number of times session entered dormant state CHAT_SESSION_FACT.ASYNC_DORMANT_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalCount The total number of times session entered dormant state CHAT_SESSION_FACT.ASYNC_DORMANT_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalCount The total number of times session entered dormant state CHAT_SESSION_FACT.ASYNC_DORMANT_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalCount The total number of times session entered dormant state CHAT_SESSION_FACT.ASYNC_DORMANT_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalTime The average amount of time (HH:MM:SS), customer interaction was in the dormant state or on hold (with no Agent participant). Routing time is excluded from dormant time. CHAT_SESSION_FACT Async Chat Session statistics
cse_AsyncDormantTotalTime The total amount of time (in seconds), customer chat session was in the dormant state (with no Agent participant). Routing time is excluded from dormant time. CHAT_SESSION_FACT.ASYNC_DORMANT_DURATION 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalTime The total amount of time (in seconds), customer chat session was in the dormant state (with no Agent participant). Routing time is excluded from dormant time. CHAT_SESSION_FACT.ASYNC_DORMANT_DURATION 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalTime The total amount of time (in seconds), customer chat session was in the dormant state (with no Agent participant). Routing time is excluded from dormant time. CHAT_SESSION_FACT.ASYNC_DORMANT_DURATION 8.5.301.06 Async Chat session statistics
cse_AsyncDormantTotalTime The total amount of time (in seconds), customer chat session was in the dormant state (with no Agent participant). Routing time is excluded from dormant time. CHAT_SESSION_FACT.ASYNC_DORMANT_DURATION 8.5.301.06 Async Chat session statistics
cse_AsyncIdleMaxTime The maximum time (in seconds) a chat session was staying in idle state. [MISSING MAPPING] Async Chat Session statistics
cse_AsyncIdleMaxTime The maximum time (in seconds) an async chat session was staying in idle state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncIdleMaxTime The maximum time (in seconds) an async chat session was staying in idle state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncIdleMaxTime The maximum time (in seconds) an async chat session was staying in idle state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncIdleMaxTime The maximum time (in seconds) an async chat session was staying in idle state. Not mapped 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalCount Number of times an async session entered idle state. CHAT_SESSION_FACT Async Chat Session statistics
cse_AsyncIdleTotalCount Total number of times an async session entered idle state. CHAT_SESSION_FACT.ASYNC_IDLE_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalCount Total number of times an async session entered idle state. CHAT_SESSION_FACT.ASYNC_IDLE_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalCount Total number of times an async session entered idle state. CHAT_SESSION_FACT.ASYNC_IDLE_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalCount Total number of times an async session entered idle state. CHAT_SESSION_FACT.ASYNC_IDLE_COUNT 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalTime The average amount of time (HH:MM:SS), exceeding configured threshold, without any activity when interaction was in the dormant state (with no Agent participant). CHAT_SESSION_FACT Async Chat Session statistics
cse_AsyncIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the dormant state (with no Agent participant). CHAT_SESSION_FACT.ASYNC_IDLE_DURATION 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the dormant state (with no Agent participant). CHAT_SESSION_FACT.ASYNC_IDLE_DURATION 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the dormant state (with no Agent participant). CHAT_SESSION_FACT.ASYNC_IDLE_DURATION 8.5.301.06 Async Chat session statistics
cse_AsyncIdleTotalTime The total amount of time (in seconds), exceeding configured threshold, without any activity when the chat session was in the dormant state (with no Agent participant). CHAT_SESSION_FACT.ASYNC_IDLE_DURATION 8.5.301.06 Async Chat session statistics
cse_CustomerReplyMaxTime The maximum time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_MAX_DURATION Transcript - extended
cse_CustomerReplyMaxTime The maximum time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_MAX_DURATION Transcript - extended
cse_CustomerReplyMaxTime The maximum time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_MAX_DURATION Transcript - extended
cse_CustomerReplyMaxTime The maximum time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_MAX_DURATION Transcript - extended
cse_CustomerReplyTotalCount The number of times a customer replied to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_COUNT Transcript - extended
cse_CustomerReplyTotalCount The number of times a customer replied to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_COUNT Transcript - extended
cse_CustomerReplyTotalCount The number of times a customer replied to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_COUNT Transcript - extended
cse_CustomerReplyTotalCount The number of times a customer replied to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_COUNT Transcript - extended
cse_CustomerReplyTotalTime The total time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_DURATION Transcript - extended
cse_CustomerReplyTotalTime The total time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_DURATION Transcript - extended
cse_CustomerReplyTotalTime The total time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_DURATION Transcript - extended
cse_CustomerReplyTotalTime The total time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_DURATION Transcript - extended
cse_CustomerWaitMaxTime The maximum time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_MAX_DURATION Transcript - extended
cse_CustomerWaitMaxTime The maximum time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_MAX_DURATION Transcript - extended
cse_CustomerWaitMaxTime The maximum time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_MAX_DURATION Transcript - extended
cse_CustomerWaitMaxTime The maximum time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_MAX_DURATION Transcript - extended
cse_CustomerWaitTotalCount The number of times a customer waited for the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_COUNT Transcript - extended
cse_CustomerWaitTotalCount The number of times a customer waited for the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_COUNT Transcript - extended
cse_CustomerWaitTotalCount The number of times a customer waited for the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_COUNT Transcript - extended
cse_CustomerWaitTotalCount The number of times a customer waited for the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_COUNT Transcript - extended
cse_CustomerWaitTotalTime The total time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_DURATION Transcript - extended
cse_CustomerWaitTotalTime The total time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_DURATION Transcript - extended
cse_CustomerWaitTotalTime The total time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_DURATION Transcript - extended
cse_CustomerWaitTotalTime The total time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_DURATION Transcript - extended
cse_SessionHandleMaxTime The maximum time (in seconds) that at least one agent was connected to a chat session. Not mapped 8.5.301.06 Transcript - general
cse_SessionHandleMaxTime The maximum time (in seconds) that at least one agent was connected to a chat session. Not mapped 8.5.301.06 Transcript - general
cse_SessionHandleMaxTime The maximum time (in seconds) that at least one agent was connected to a chat session. Not mapped 8.5.301.06 Transcript - general
cse_SessionHandleMaxTime The maximum time (in seconds) that at least one agent was connected to a chat session. Not mapped 8.5.301.06 Transcript - general
cse_SessionHandleTotalCount The total number of times a session was in an active state, that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_COUNT 8.5.301.06 Transcript - general
cse_SessionHandleTotalCount The total number of times a session was in an active state, that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_COUNT 8.5.301.06 Transcript - general
cse_SessionHandleTotalCount The total number of times a session was in an active state, that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_COUNT 8.5.301.06 Transcript - general
cse_SessionHandleTotalCount The total number of times a session was in an active state, that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_COUNT 8.5.301.06 Transcript - general
cse_SessionHandleTotalCount TThe average number of times session was in active state (as an opposite to dormant state) CHAT_SESSION_FACT Async Chat Session statistics
cse_SessionHandleTotalTime The average duration (HH:MM:SS), of Async chat sessions CHAT_SESSION_FACT Async Chat Session statistics
cse_SessionHandleTotalTime The total time (in seconds) that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_DURATION 8.5.301.06 Transcript - general
cse_SessionHandleTotalTime The total time (in seconds) that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_DURATION 8.5.301.06 Transcript - general
cse_SessionHandleTotalTime The total time (in seconds) that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_DURATION 8.5.301.06 Transcript - general
cse_SessionHandleTotalTime The total time (in seconds) that at least one agent was connected to a chat session. CHAT_SESSION_FACT.HANDLE_DURATION 8.5.301.06 Transcript - general
csg_ChatAsyncMode Denotes async session. Equals "1" for async chat session or "0" for regular chat session. CHAT_SESSION_DIM.ASYNC_MODE (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.301.06 Async Chat session statistics
csg_ChatAsyncMode Denotes async session. Equals "1" for async chat session or "0" for regular chat session. CHAT_SESSION_DIM.ASYNC_MODE (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.301.06 Async Chat session statistics
csg_ChatAsyncMode Denotes async session. Equals "1" for async chat session or "0" for regular chat session. CHAT_SESSION_DIM.ASYNC_MODE (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.301.06 Async Chat session statistics
csg_ChatAsyncMode Denotes async session. Equals "1" for async chat session or "0" for regular chat session. CHAT_SESSION_DIM.ASYNC_MODE (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.301.06 Async Chat session statistics
csg_ChatAsyncMode The total number of Async chat sessions started within reported period. CHAT_SESSION_FACT;CHAT_SESSION_DIM Async Chat Session statistics
csg_ChatSessionID The ID (identifier) of chat session. Could be different from Interaction ID.‏ Attached only if the value of attach-session-statistics is not none. Not mapped Chat session characteristics no
csg_ChatSessionID The ID (identifier) of chat session. Could be different from Interaction ID.‏ Attached only if the value of attach-session-statistics is not none. Not mapped Chat session characteristics no
csg_ChatSessionID The ID (identifier) of chat session. Could be different from Interaction ID.‏ Attached only if the value of attach-session-statistics is not none. Not mapped Chat session characteristics no
csg_ChatSessionID The ID (identifier) of chat session. Could be different from Interaction ID.‏ Attached only if the value of attach-session-statistics is not none. Not mapped Chat session characteristics no
csg_LanguageName The value identifies the language specified for the chat session.‏ Might be absent. Attached only if the initial UserData for the chat session includes the GCTI_LanguageName KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.LANGUAGE_NAME (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_LanguageName The value identifies the language specified for the chat session.‏ Might be absent. Attached only if the initial UserData for the chat session includes the GCTI_LanguageName KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.LANGUAGE_NAME (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_LanguageName The value identifies the language specified for the chat session.‏ Might be absent. Attached only if the initial UserData for the chat session includes the GCTI_LanguageName KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.LANGUAGE_NAME (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_LanguageName The value identifies the language specified for the chat session.‏ Might be absent. Attached only if the initial UserData for the chat session includes the GCTI_LanguageName KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.LANGUAGE_NAME (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_MediaOrigin The value identifies the origination of the chat session (web chat, social media channels, sms, and so on).‏ Might be absent. Attached only if the initial UserData for the chat session includes the MediaOrigin KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.MEDIA_ORIGIN (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_MediaOrigin The value identifies the origination of the chat session (web chat, social media channels, sms, and so on).‏ Might be absent. Attached only if the initial UserData for the chat session includes the MediaOrigin KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.MEDIA_ORIGIN (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_MediaOrigin The value identifies the origination of the chat session (web chat, social media channels, sms, and so on).‏ Might be absent. Attached only if the initial UserData for the chat session includes the MediaOrigin KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.MEDIA_ORIGIN (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_MediaOrigin The value identifies the origination of the chat session (web chat, social media channels, sms, and so on).‏ Might be absent. Attached only if the initial UserData for the chat session includes the MediaOrigin KVP, and the value of attach-session-statistics is not none. CHAT_SESSION_DIM.MEDIA_ORIGIN (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) Chat session characteristics no
csg_MediaType The MediaType for chat interaction.‏ Always attached. CHAT_SESSION_FACT.MEDIA_NAME_CODE 8.5.203.09 (restricted release) Chat session characteristics
csg_MediaType The MediaType for chat interaction.‏ Always attached. MEDIA_TYPE.MEDIA_NAME_CODE (referenced through CHAT_SESSION_FACT.MEDIA_TYPE_KEY) 8.5.203.09 (restricted release) / 8.5.301.06 (generally available release) Chat session characteristics
csg_MediaType The MediaType for chat interaction.‏ Always attached. CHAT_SESSION_FACT.MEDIA_NAME_CODE 8.5.203.09 (restricted release) Chat session characteristics
csg_MediaType The MediaType for chat interaction.‏ Always attached. MEDIA_TYPE.MEDIA_NAME_CODE (referenced through CHAT_SESSION_FACT.MEDIA_TYPE_KEY) 8.5.203.09 (restricted release) / 8.5.301.06 (generally available release) Chat session characteristics
csg_MessagesFromAgentsCount The total number of all messages sent by all agents (messages which are visible to customer). Note: There can be several agents in a chat session, for example, conferences, transfers, and others. CHAT_SESSION_FACT.MSG_FROM_AGENTS_COUNT Transcript - general
csg_MessagesFromAgentsCount The total number of all messages sent by all agents (messages which are visible to customer). Note: There can be several agents in a chat session, for example, conferences, transfers, and others. CHAT_SESSION_FACT.MSG_FROM_AGENTS_COUNT Transcript - general
csg_MessagesFromAgentsCount The total number of all messages sent by all agents (messages which are visible to customer). Note: There can be several agents in a chat session, for example, conferences, transfers, and others. CHAT_SESSION_FACT.MSG_FROM_AGENTS_COUNT Transcript - general
csg_MessagesFromAgentsCount The total number of all messages sent by all agents (messages which are visible to customer). Note: There can be several agents in a chat session, for example, conferences, transfers, and others. CHAT_SESSION_FACT.MSG_FROM_AGENTS_COUNT Transcript - general
csg_MessagesFromAgentsSize The total character count (including spaces) of all messages sent by agents. CHAT_SESSION_FACT.MSG_FROM_AGENTS_SIZE Transcript - general
csg_MessagesFromAgentsSize The total character count (including spaces) of all messages sent by agents. CHAT_SESSION_FACT.MSG_FROM_AGENTS_SIZE Transcript - general
csg_MessagesFromAgentsSize The total character count (including spaces) of all messages sent by agents. CHAT_SESSION_FACT.MSG_FROM_AGENTS_SIZE Transcript - general
csg_MessagesFromAgentsSize The total character count (including spaces) of all messages sent by agents. CHAT_SESSION_FACT.MSG_FROM_AGENTS_SIZE Transcript - general
csg_MessagesFromBotsCount The total number of messages visible to the customer that were sent by all bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_COUNT Transcript - general
csg_MessagesFromBotsCount The total number of messages visible to the customer that were sent by all bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_COUNT Transcript - general
csg_MessagesFromBotsCount The total number of messages visible to the customer that were sent by all bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_COUNT Transcript - general
csg_MessagesFromBotsCount The total number of messages visible to the customer that were sent by all bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_COUNT Transcript - general
csg_MessagesFromBotsSize The total character count (including spaces) of all messages sent by bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_SIZE Transcript - general
csg_MessagesFromBotsSize The total character count (including spaces) of all messages sent by bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_SIZE Transcript - general
csg_MessagesFromBotsSize The total character count (including spaces) of all messages sent by bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_SIZE Transcript - general
csg_MessagesFromBotsSize The total character count (including spaces) of all messages sent by bots that participated in the chat session. CHAT_SESSION_FACT.MSG_FROM_BOTS_SIZE Transcript - general
csg_MessagesFromCustomersCount The total number of messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_COUNT Transcript - general
csg_MessagesFromCustomersCount The total number of messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_COUNT Transcript - general
csg_MessagesFromCustomersCount The total number of messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_COUNT Transcript - general
csg_MessagesFromCustomersCount The total number of messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_COUNT Transcript - general
csg_MessagesFromCustomersSize The total character count (including spaces) of all messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_SIZE Transcript - general
csg_MessagesFromCustomersSize The total character count (including spaces) of all messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_SIZE Transcript - general
csg_MessagesFromCustomersSize The total character count (including spaces) of all messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_SIZE Transcript - general
csg_MessagesFromCustomersSize The total character count (including spaces) of all messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_SIZE Transcript - general
csg_PartiesAsAgentCount The number of parties that participated in a session as agents.
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 CHAT_SESSION_FACT.AGENTS_COUNT Transcript - general
csg_PartiesAsAgentCount The number of parties that participated in a session as agents.
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 CHAT_SESSION_FACT.AGENTS_COUNT Transcript - general
csg_PartiesAsAgentCount The number of parties that participated in a session as agents.
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 CHAT_SESSION_FACT.AGENTS_COUNT Transcript - general
csg_PartiesAsAgentCount The number of parties that participated in a session as agents.
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 CHAT_SESSION_FACT.AGENTS_COUNT Transcript - general
csg_PartiesAsBotCount The number of parties that participated in a chat session as bots. If the same bot (in other words, a bot with the same ID) connects multiple times, it is counted as a separate participant each time it joins. CHAT_SESSION_FACT.BOTS_COUNT Transcript - general
csg_PartiesAsBotCount The number of parties that participated in a chat session as bots. If the same bot (in other words, a bot with the same ID) connects multiple times, it is counted as a separate participant each time it joins. CHAT_SESSION_FACT.BOTS_COUNT Transcript - general
csg_PartiesAsBotCount The number of parties that participated in a chat session as bots. If the same bot (in other words, a bot with the same ID) connects multiple times, it is counted as a separate participant each time it joins. CHAT_SESSION_FACT.BOTS_COUNT Transcript - general
csg_PartiesAsBotCount The number of parties that participated in a chat session as bots. If the same bot (in other words, a bot with the same ID) connects multiple times, it is counted as a separate participant each time it joins. CHAT_SESSION_FACT.BOTS_COUNT Transcript - general
csg_PartiesAsCoachCount The number of parties that participated in a session in the coaching mode (for example, an agent joins with the VIP visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_PartiesAsCoachCount The number of parties that participated in a session in the coaching mode (for example, an agent joins with the VIP visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_PartiesAsCoachCount The number of parties that participated in a session in the coaching mode (for example, an agent joins with the VIP visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_PartiesAsCoachCount The number of parties that participated in a session in the coaching mode (for example, an agent joins with the VIP visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_PartiesAsMonitorCount The number of parties that participated in a session in the monitoring mode (for example, a supervisor join with the INT visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_PartiesAsMonitorCount The number of parties that participated in a session in the monitoring mode (for example, a supervisor join with the INT visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_PartiesAsMonitorCount The number of parties that participated in a session in the monitoring mode (for example, a supervisor join with the INT visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_PartiesAsMonitorCount The number of parties that participated in a session in the monitoring mode (for example, a supervisor join with the INT visibility).
Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.		 Not mapped Transcript - general
csg_SessionEndedAgent The indication of agent presence in chat session. Please note that in this reason code, only human (in other words, non-bot) agents who are visible to a customer are taken into account.
  • ABSENT — Session considered as abandoned. No agent (in other words, not-bot participant visible to client) ever joins chat session.
  • PRESENT — Session considered as not abandoned. At least one agent is still participating in chat session during the moment of chat session closure.
  • VISITED — Session could be considered either as abandoned or not abandoned - depending on business requirements. At least one agent participated in chat session, but no agents were present at the moment of chat session closure.
Note: In the very specific condition of a session restoration having occurred where an agent joins the session before restoration and does not re-join after restoration, and no messages are sent by any chat party before restoration, the value of csg_SessionEndedAgent will be ABSENT.		 Not mapped 8.5.109 End reason codes
csg_SessionEndedAgent The indication of agent presence in chat session. Please note that in this reason code, only human (in other words, non-bot) agents who are visible to a customer are taken into account.
  • ABSENT — Session considered as abandoned. No agent (in other words, not-bot participant visible to client) ever joins chat session.
  • PRESENT — Session considered as not abandoned. At least one agent is still participating in chat session during the moment of chat session closure.
  • VISITED — Session could be considered either as abandoned or not abandoned - depending on business requirements. At least one agent participated in chat session, but no agents were present at the moment of chat session closure.
Note: In the very specific condition of a session restoration having occurred where an agent joins the session before restoration and does not re-join after restoration, and no messages are sent by any chat party before restoration, the value of csg_SessionEndedAgent will be ABSENT.		 Not mapped 8.5.109 End reason codes
csg_SessionEndedAgent The indication of agent presence in chat session.
Please note that in this reason code, only human (in other words, non-bot) agents who are visible to a customer are taken into account.
  • ABSENT — Session considered as abandoned. No agent (in other words, not-bot participant visible to client) ever joins chat session.
  • PRESENT — Session considered as not abandoned. At least one agent is still participating in chat session during the moment of chat session closure.
  • VISITED — Session could be considered either as abandoned or not abandoned - depending on business requirements. At least one agent participated in chat session, but no agents were present at the moment of chat session closure.
Note: In the very specific condition of a session restoration having occurred where an agent joins the session before restoration and does not rejoin after restoration, and no messages are sent by any chat party before restoration, the value of csg_SessionEndedAgent will be ABSENT.		 Not mapped 8.5.109 End reason codes
csg_SessionEndedAgent The indication of agent presence in chat session.
Please note that in this reason code, only human (in other words, non-bot) agents who are visible to a customer are taken into account.
  • ABSENT — Session considered as abandoned. No agent (in other words, not-bot participant visible to client) ever joins chat session.
  • PRESENT — Session considered as not abandoned. At least one agent is still participating in chat session during the moment of chat session closure.
  • VISITED — Session could be considered either as abandoned or not abandoned - depending on business requirements. At least one agent participated in chat session, but no agents were present at the moment of chat session closure.
Note: In the very specific condition of a session restoration having occurred where an agent joins the session before restoration and does not rejoin after restoration, and no messages are sent by any chat party before restoration, the value of csg_SessionEndedAgent will be ABSENT.		 Not mapped 8.5.109 End reason codes
csg_SessionEndedBy The type of participant that triggered the chat session closure.
  • CLIENT — Denotes a customer. This value is provided whenever a client leaves the chat session first. For example, this value will be set when a client leaves while the session continues due to the presence of an agent and ended later by an agent.
  • AGENT, SUPERVISOR, BOT — Denotes either agent, supervisor or chat bot participant. This type is provided only when:
    • A session is closed because the actor (agent/supervisor/bot) sent the Release request with the close if no more agents, or force close after-action; or
    • A session without a customer during the course of this chat session is closed because the actor sent a Release request.
  • SYSTEM — Denotes a server/system. See the csg_SessionEndedReason table for possible reasons.
 CHAT_SESSION_DIM.ENDED_BY (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
csg_SessionEndedBy The type of participant that triggered the chat session closure.
  • CLIENT — Denotes a customer. This value is provided whenever a client leaves the chat session first. For example, this value will be set when a client leaves while the session continues due to the presence of an agent and ended later by an agent.
  • AGENT, SUPERVISOR, BOT — Denotes either agent, supervisor or chat bot participant. This type is provided only when:
    • A session is closed because the actor (agent/supervisor/bot) sent the Release request with the close if no more agents, or force close after-action; or
    • A session without a customer during the course of this chat session is closed because the actor sent a Release request.
  • SYSTEM — Denotes a server/system. See the csg_SessionEndedReason table for possible reasons.
    		•  CHAT_SESSION_DIM.ENDED_BY (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
    csg_SessionEndedBy The type of participant that triggered the chat session closure.
  • CLIENT — Denotes a customer. This value is provided whenever a client leaves the chat session first. For example, this value will be set when a client leaves while the session continues due to the presence of an agent and ended later by an agent.
  • AGENT, SUPERVISOR, BOT — Denotes either agent, supervisor or chat bot participant. This type is provided only when:
    • A session is closed because the actor (agent/supervisor/bot) sent the Release request with the close if no more agents, or force close after-action; or
    • A session without a customer during the course of this chat session is closed because the actor sent a Release request.
  • SYSTEM — Denotes a server/system. See the csg_SessionEndedReason table for possible reasons.
    		•  CHAT_SESSION_DIM.ENDED_BY (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
    csg_SessionEndedBy The type of participant that triggered the chat session closure.
  • CLIENT — Denotes a customer. This value is provided whenever a client leaves the chat session first. For example, this value will be set when a client leaves while the session continues due to the presence of an agent and ended later by an agent.
  • AGENT, SUPERVISOR, BOT — Denotes either agent, supervisor or chat bot participant. This type is provided only when:
    • A session is closed because the actor (agent/supervisor/bot) sent the Release request with the close if no more agents, or force close after-action; or
    • A session without a customer during the course of this chat session is closed because the actor sent a Release request.
  • SYSTEM — Denotes a server/system. See the csg_SessionEndedReason table for possible reasons.
    		•  CHAT_SESSION_DIM.ENDED_BY (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
    csg_SessionEndedReason The description of how a chat session was closed.
  • DISCONNECT — The participant left due to a disconnect (basic protocol) or a flex timeout expiration (denotes disconnect in flex protocol).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • QUIT — The participant left a chat session in a normal way (flex logout or basic self-release request, that is with the keep alive after-action).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • FORCE — The participant left a chat session in a normal way and requested the session to be closed (either close if no more agents or force closure after-action).
    Possible values for the associated csg_SessionEndedBy: AGENT, SUPERVISOR, BOT
  • INACTIVE — Chat Server closed a chat session due to activated inactivity control monitoring.
    Possible values for the associated csg_SessionEndedBy: SYSTEM
  • DB_ERROR — Chat Server closed a chat session because it received the non-recoverable error from UCS while attempting to save the intermediate chat transcript (only possible when the transcript-save-on-error option is set to close).
    Possible values for the associated csg_SessionEndedBy: SYSTEM
    		•  CHAT_SESSION_DIM.ENDED_REASON (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
    csg_SessionEndedReason The description of how a chat session was closed.
  • DISCONNECT — The participant left due to a disconnect (basic protocol) or a flex timeout expiration (denotes disconnect in flex protocol).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • QUIT — The participant left a chat session in a normal way (flex logout or basic self-release request, that is with the keep alive after-action).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • FORCE — The participant left a chat session in a normal way and requested the session to be closed (either close if no more agents or force closure after-action).
    Possible values for the associated csg_SessionEndedBy: AGENT, SUPERVISOR, BOT
  • INACTIVE — Chat Server closed a chat session due to activated inactivity control monitoring.
    Possible values for the associated csg_SessionEndedBy: SYSTEM
  • DB_ERROR — Chat Server closed a chat session because it received the non-recoverable error from UCS while attempting to save the intermediate chat transcript (only possible when the transcript-save-on-error option is set to close).
    Possible values for the associated csg_SessionEndedBy: SYSTEM
    		•  CHAT_SESSION_DIM.ENDED_REASON (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
    csg_SessionEndedReason The description of how a chat session was closed.
  • DISCONNECT — The participant left due to a disconnect (basic protocol) or a flex timeout expiration (denotes disconnect in flex protocol).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • QUIT — The participant left a chat session in a normal way (flex logout or basic self-release request, that is with the keep alive after-action).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • FORCE — The participant left a chat session in a normal way and requested the session to be closed (either close if no more agents or force closure after-action).
    Possible values for the associated csg_SessionEndedBy: AGENT, SUPERVISOR, BOT
  • INACTIVE — Chat Server closed a chat session due to activated inactivity control monitoring.
    Possible values for the associated csg_SessionEndedBy: SYSTEM
  • DB_ERROR — Chat Server closed a chat session because it received the non-recoverable error from UCS while attempting to save the intermediate chat transcript (only possible when the transcript-save-on-error option is set to close).
    Possible values for the associated csg_SessionEndedBy: SYSTEM
    		•  CHAT_SESSION_DIM.ENDED_REASON (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
    csg_SessionEndedReason The description of how a chat session was closed.
  • DISCONNECT — The participant left due to a disconnect (basic protocol) or a flex timeout expiration (denotes disconnect in flex protocol).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • QUIT — The participant left a chat session in a normal way (flex logout or basic self-release request, that is with the keep alive after-action).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • FORCE — The participant left a chat session in a normal way and requested the session to be closed (either close if no more agents or force closure after-action).
    Possible values for the associated csg_SessionEndedBy: AGENT, SUPERVISOR, BOT
  • INACTIVE — Chat Server closed a chat session due to activated inactivity control monitoring.
    Possible values for the associated csg_SessionEndedBy: SYSTEM
  • DB_ERROR — Chat Server closed a chat session because it received the non-recoverable error from UCS while attempting to save the intermediate chat transcript (only possible when the transcript-save-on-error option is set to close).
    Possible values for the associated csg_SessionEndedBy: SYSTEM
    		•  CHAT_SESSION_DIM.ENDED_REASON (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY) 8.5.105 End reason codes
    csg_SessionTotalTime The total duration of a chat session from the time it was created until it was completely finished/closed in Chat Server.
    Note: This does not include the time between Chat Session End and Mark Done, as the interaction can still be handled by an agent.    		 CHAT_SESSION_FACT.SESSION_DURATION Transcript - general
    csg_SessionTotalTime The total duration of a chat session from the time it was created until it was completely finished/closed in Chat Server.
    Note: This does not include the time between Chat Session End and Mark Done, as the interaction can still be handled by an agent.    		 CHAT_SESSION_FACT.SESSION_DURATION Transcript - general
    csg_SessionTotalTime The total duration of a chat session from the time it was created until it was completely finished/closed in Chat Server.
    Note: This does not include the time between Chat Session End and Mark Done, as the interaction can still be handled by an agent.    		 CHAT_SESSION_FACT.SESSION_DURATION Transcript - general
    csg_SessionTotalTime The total duration of a chat session from the time it was created until it was completely finished/closed in Chat Server.
    Note: This does not include the time between Chat Session End and Mark Done, as the interaction can still be handled by an agent.    		 CHAT_SESSION_FACT.SESSION_DURATION Transcript - general
    csg_SessionUntilFirstAgentTime The duration of the waiting period, or the period of time a customer waits until the first agent (visible to a customer) joined the session.
    Note: The 0 (zero) value has two alternative interpretations: no agents ever joined the session (if csg_PartiesAsAgentCount=0) or an agent joined immediately when the session was started (if csg_PartiesAsAgentCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_AGENT_DURATION Transcript - general
    csg_SessionUntilFirstAgentTime The duration of the waiting period, or the period of time a customer waits until the first agent (visible to a customer) joined the session.
    Note: The 0 (zero) value has two alternative interpretations: no agents ever joined the session (if csg_PartiesAsAgentCount=0) or an agent joined immediately when the session was started (if csg_PartiesAsAgentCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_AGENT_DURATION Transcript - general
    csg_SessionUntilFirstAgentTime The duration of the waiting period, or the period of time a customer waits until the first agent (visible to a customer) joined the session.
    Note: The 0 (zero) value has two alternative interpretations: no agents ever joined the session (if csg_PartiesAsAgentCount=0) or an agent joined immediately when the session was started (if csg_PartiesAsAgentCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_AGENT_DURATION Transcript - general
    csg_SessionUntilFirstAgentTime The duration of the waiting period, or the period of time a customer waits until the first agent (visible to a customer) joined the session.
    Note: The 0 (zero) value has two alternative interpretations: no agents ever joined the session (if csg_PartiesAsAgentCount=0) or an agent joined immediately when the session was started (if csg_PartiesAsAgentCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_AGENT_DURATION Transcript - general
    csg_SessionUntilFirstBotTime The duration of the waiting period, or the period of time a customer waits until the first bot (visible to a customer) joined the chat session.
    Note: The 0 (zero) value has two alternative interpretations: No bots ever joined the session (if csg_PartiesAsBotCount=0) or a bot joined immediately when the chat session was started (if csg_PartiesAsBotCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_BOT_DURATION Transcript - general
    csg_SessionUntilFirstBotTime The duration of the waiting period, or the period of time a customer waits until the first bot (visible to a customer) joined the chat session.
    Note: The 0 (zero) value has two alternative interpretations: No bots ever joined the session (if csg_PartiesAsBotCount=0) or a bot joined immediately when the chat session was started (if csg_PartiesAsBotCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_BOT_DURATION Transcript - general
    csg_SessionUntilFirstBotTime The duration of the waiting period, or the period of time a customer waits until the first bot (visible to a customer) joined the chat session.
    Note: The 0 (zero) value has two alternative interpretations: No bots ever joined the session (if csg_PartiesAsBotCount=0) or a bot joined immediately when the chat session was started (if csg_PartiesAsBotCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_BOT_DURATION Transcript - general
    csg_SessionUntilFirstBotTime The duration of the waiting period, or the period of time a customer waits until the first bot (visible to a customer) joined the chat session.
    Note: The 0 (zero) value has two alternative interpretations: No bots ever joined the session (if csg_PartiesAsBotCount=0) or a bot joined immediately when the chat session was started (if csg_PartiesAsBotCount > 0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_BOT_DURATION Transcript - general
    csg_SessionUntilFirstReplyTime The period of time until the first agent submits the first visible to a customer greeting/message into a chat session. CHAT_SESSION_FACT.UNTIL_FIRST_REPLY_DURATION Transcript - general
    csg_SessionUntilFirstReplyTime The period of time until the first agent submits the first visible to a customer greeting/message into a chat session. CHAT_SESSION_FACT.UNTIL_FIRST_REPLY_DURATION Transcript - general
    csg_SessionUntilFirstReplyTime The period of time until the first agent submits the first visible to a customer greeting/message into a chat session. CHAT_SESSION_FACT.UNTIL_FIRST_REPLY_DURATION Transcript - general
    csg_SessionUntilFirstReplyTime The period of time until the first agent submits the first visible to a customer greeting/message into a chat session. CHAT_SESSION_FACT.UNTIL_FIRST_REPLY_DURATION Transcript - general
    csg_SessionWithCustomerTime The period of time a customer is in a chat session. Not mapped Transcript - general
    csg_SessionWithCustomerTime The period of time a customer is in a chat session. Not mapped Transcript - general
    csg_SessionWithCustomerTime The period of time a customer is in a chat session. Not mapped Transcript - general
    csg_SessionWithCustomerTime The period of time a customer is in a chat session. Not mapped Transcript - general
    csg_TenantId The tenant ID for the chat session.‏ Always attached. CHAT_SESSION_FACT.TENANT_KEY Chat session characteristics
    csg_TenantId The tenant ID for the chat session.‏ Always attached. CHAT_SESSION_FACT.TENANT_KEY Chat session characteristics
    csg_TenantId The tenant ID for the chat session.‏ Always attached. CHAT_SESSION_FACT.TENANT_KEY Chat session characteristics
    csg_TenantId The tenant ID for the chat session.‏ Always attached. CHAT_SESSION_FACT.TENANT_KEY Chat session characteristics
    CustomerID The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Postgres: varchar(255); Oracle: VARCHAR2(255 CHAR); Microsoft SQL: varchar(255)/nvarchar(255) IRF_USER_DATA_GEN_1.CUSTOMER_ID 9.0.016.00
    CustomerID The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Postgres: varchar(255); Oracle: VARCHAR2(255 CHAR); Microsoft SQL: varchar(255)/nvarchar(255) IRF_USER_DATA_GEN_1.CUSTOMER_ID 9.0.016.00
    gpmAdjustedAgentScore The final agent score used to route the associated interaction to the selected agent. This score is calculated from the gpmAgentScore combined with any agent occupancy factor. FLOAT 0 any non-negative float value GPM_FACT.ADJUSTED_SCORE 9.0.015.00
    gpmAdjustedAgentScore The final agent score used to route the associated interaction to the selected agent. This score is calculated from the gpmAgentScore combined with any agent occupancy factor. FLOAT 0 any non-negative float value GPM_FACT.ADJUSTED_SCORE 9.0.015.00
    gpmAgentDBID Optional. The DBID of the agent to whom the interaction was routed. INT no default value RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
    gpmAgentDBID Optional. The DBID of the agent to whom the interaction was routed. INT no default value RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.RESOURCE_KEY)
    gpmAgentRank The rank of the agents in the target group, based on agent scores sorted in descending order. SHORT 0 0, any positive integer GPM_FACT.AGENT_RANK
    gpmAgentRank The rank of the agents in the target group, based on agent scores sorted in descending order. SHORT 0 0, any positive integer GPM_FACT.AGENT_RANK
    gpmAgentScore The score of the agent to whom the interaction was routed. FLOAT 0 any non-negative float value GPM_FACT.AGENT_SCORE
    gpmAgentScore The score of the agent to whom the interaction was routed. FLOAT 0 any non-negative float value GPM_FACT.AGENT_SCORE
    gpmCustomerFound Indicates whether features from the customer record specified in the routing strategy were successfully retrieved from the Customer Profile schema uploaded to the AI Core Services and used to calculate agent scores. Enum unknown 0 (= No), 1 (= Yes), unknown GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmCustomerFound Indicates whether features from the customer record specified in the routing strategy were successfully retrieved from the Customer Profile schema uploaded to the AI Core Services and used to calculate agent scores. Enum unknown 0 (= No), 1 (= Yes), unknown GPM_RESULT.CUSTOMER_FOUND (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmDefaultAgentScore This default agent score for the associated interaction. The value is the outcome, for this interaction, of the setting specified in the default-agent-score configuration option. FLOAT 0 any non-negative float value GPM_FACT.DEFAULT_SCORE 9.0.015.00
    gpmDefaultAgentScore This default agent score for the associated interaction. The value is the outcome, for this interaction, of the setting specified in the default-agent-score configuration option. FLOAT 0 any non-negative float value GPM_FACT.DEFAULT_SCORE 9.0.015.00
    gpmDefaultScoredAgents The number of agents assigned the default score for the associated interaction. INT 0 0, any positive integer GPM_FACT.DEFAULT_SCORES_COUNT 9.0.015.00
    gpmDefaultScoredAgents The number of agents assigned the default score for the associated interaction. INT 0 0, any positive integer GPM_FACT.DEFAULT_SCORES_COUNT 9.0.015.00
    gpmDefaultScoreUsed
    • 0 - The agent score for the associated interaction is taken from the scoring response returned by GPR.
    • 1 - The agent score for the associated interaction is calculated based on the value set for the default-agent-score configuration option.
    		 INT 0 0, 1 GPM_FACT.DEFAULT_SCORE_USED 9.0.015.00
    gpmDefaultScoreUsed
  • 0 - The agent score for the associated interaction is taken from the scoring response returned by GPR.
  • 1 - The agent score for the associated interaction is calculated based on the value set for the default-agent-score configuration option.
    		•  INT 0 0, 1 GPM_FACT.DEFAULT_SCORE_USED 9.0.015.00
    gpmFinalScoreThreshold The final threshold value used to route the associated interaction to the selected agent. The routing strategy calculates the value from the configured score threshold combined with values resulting from any agent holdout options. INT 0 any integer GPM_FACT.FINAL_SCORE_THRESHOLD 9.0.015.00
    gpmFinalScoreThreshold The final threshold value used to route the associated interaction to the selected agent. The routing strategy calculates the value from the configured score threshold combined with values resulting from any agent holdout options. INT 0 any integer GPM_FACT.FINAL_SCORE_THRESHOLD 9.0.015.00
    gpmGlobalScore The mean score calculated for an interaction using the Global Model. FLOAT 0 any non-negative float value GPM_FACT.GLOBAL_SCORE
    gpmGlobalScore The mean score calculated for an interaction using the Global Model. FLOAT 0 any non-negative float value GPM_FACT.GLOBAL_SCORE
    gpmGlobalScoreCount Describes the number of agent scores returned for an interaction using a GLOBAL model. INT 0 0, any positive integer GPM_FACT.GLOBAL_SCORES_COUNT 9.0.015.00
    gpmGlobalScoreCount Describes the number of agent scores returned for an interaction using a GLOBAL model. INT 0 0, any positive integer GPM_FACT.GLOBAL_SCORES_COUNT 9.0.015.00
    gpmInitialScoreThreshold The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option. INT 0 any integer GPM_FACT.INITIAL_SCORE_THRESHOLD 9.0.015.00
    gpmInitialScoreThreshold The initial threshold value used for the interaction, taken from the value set in the score-base-threshold configuration option. INT 0 any integer GPM_FACT.INITIAL_SCORE_THRESHOLD 9.0.015.00
    gpmMaxScore The score of the best-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MAX_SCORE
    gpmMaxScore The score of the best-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MAX_SCORE
    gpmMedianScore The median score for the target group of agents to which the agent who received the interaction belongs. FLOAT 0 any non-negative float value GPM_FACT.MEDIAN_SCORE
    gpmMedianScore The median score for the target group of agents to which the agent who received the interaction belongs. FLOAT 0 any non-negative float value GPM_FACT.MEDIAN_SCORE
    gpmMessage The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error. CHAR(255) no default value GPM_FACT.MESSAGE
    gpmMessage The message that displays when the Predictive Routing result reported in the gpmResult KVP is an error. CHAR(255) no default value GPM_FACT.MESSAGE
    gpmMinScore The score of the worst-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MIN_SCORE
    gpmMinScore The score of the worst-matching agent in the target group. FLOAT 0 any non-negative float value GPM_FACT.MIN_SCORE
    gpmMode The mode in which Predictive Routing is operating, as specified by the prr-mode configuration option. For information about turning predictive routing off, see Turn Off Predictive Routing. Enum unknown prod, off, dry-run, ab-test-time-sliced, unknown GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmMode The mode in which Predictive Routing is operating, as specified by the prr-mode configuration option. For information about turning predictive routing off, see Turn Off Predictive Routing. Enum unknown prod, off, dry-run, ab-test-time-sliced, unknown GPM_RESULT.GPM_MODE (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmModel The name of the Model used to calculate agent scores for the interaction. CHAR(255) unknown the name of any Model in your environment GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
    gpmModel The name of the Model used to calculate agent scores for the interaction. CHAR(255) unknown the name of any Model in your environment GPM_MODEL.MODEL (referenced through GPM_FACT.GPM_MODEL_KEY)
    gpmModelId The UUID of the Model used to calculate agent scores for the interaction. CHAR(24) unknown the ID for any Model in your environment GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
    gpmModelId The UUID of the Model used to calculate agent scores for the interaction. CHAR(24) unknown the ID for any Model in your environment GPM_MODEL.MODEL_ID (referenced through GPM_FACT.GPM_MODEL_KEY)
    gpmPredictor The name of the Predictor in the AI Core Services (AICS). If an error is encountered, the section name specified in the Predictive_Route_DataCfg Transaction List object is used as the Predictor name. CHAR(255) unknown the name of any Predictor in your environment GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
    gpmPredictor The name of the Predictor in the AI Core Services (AICS). If an error is encountered, the section name specified in the Predictive_Route_DataCfg Transaction List object is used as the Predictor name. CHAR(255) unknown the name of any Predictor in your environment GPM_PREDICTOR.PREDICTOR (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
    gpmPredictorId The UUID of the Predictor used for scoring. CHAR(24) unknown the ID for any Predictor in your environment GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
    gpmPredictorId The UUID of the Predictor used for scoring. CHAR(24) unknown the ID for any Predictor in your environment GPM_PREDICTOR.PREDICTOR_ID (referenced through GPM_FACT.GPM_PREDICTOR_KEY)
    gpmPredictorType Reserved for future use. CHAR[32] unknown Sales, Service GPM_DIM1.PREDICTOR_TYPE 9.0.015.00
    gpmPredictorType Reserved for future use. CHAR[32] unknown Sales, Service GPM_DIM1.PREDICTOR_TYPE 9.0.015.00
    gpmPriorityIncrement If the value is 0, the priority of the interaction did not increase above the configured base_priority value. If the value is 1, the priority of the interaction did increase above the configured base_priority and, as a result, the selected agent was not verified for the expected threshold score. Note: This KVP is not currently stored as a separate column in the Genesys Info Mart database. It can be accessed from the score_log file using the GPR API. N/A 0 0,1 N/A 9.0.016.00
    gpmPriorityIncrement If the value is 0, the priority of the interaction did not increase above the configured base_priority value. If the value is 1, the priority of the interaction did increase above the configured base_priority and, as a result, the selected agent was not verified for the expected threshold score. Note: This KVP is not currently stored as a separate column in the Genesys Info Mart database. It can be accessed from the score_log file using the GPR API. N/A 0 0,1 N/A 9.0.016.00
    gpmResult The result of Predictive Routing processing. If there is an error, the gpmMessage KVP contains the error message.
    • 1 - Ok
    • 2 - Authentication to scoring engine failed
    • 3 - Scoring request failed
    • 4 - Agent list is empty
    • 5 - URS overload, interaction skipped
    • 6 - Predictor not found
    • 7 - Failed to build scoring request
    • 8 - SetIdealAgent or SetReadyCondition execution error
    • 9 - Interaction log not found in global map
    • 10 - Unknown error
    • 11 - Channel is not supported
    • 12 - Reserved for future use
    • 13 - Call Abandoned
    • 14 - Call Routing Failed
    • 15 - Predictive Routing is turned off or not used for this interaction
    		 Enum no default value 1–15 GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY) yes
    gpmResult The result of Predictive Routing processing. If there is an error, the gpmMessage KVP contains the error message.
  • 1 - Ok
  • 2 - Authentication to scoring engine failed
  • 3 - Scoring request failed
  • 4 - Agent list is empty
  • 5 - URS overload, interaction skipped
  • 6 - Predictor not found
  • 7 - Failed to build scoring request
  • 8 - SetIdealAgent or SetReadyCondition execution error
  • 9 - Interaction log not found in global map
  • 10 - Unknown error
  • 11 - Channel is not supported
  • 12 - Reserved for future use
  • 13 - Call Abandoned
  • 14 - Call Routing Failed
  • 15 - Predictive Routing is turned off or not used for this interaction
    		•  Enum no default value 1–15 GPM_RESULT.GPM_RESULT (referenced through GPM_FACT.GPM_RESULT_KEY) yes
    gpmRouteAttemptId The sequence number of the attempt to route an interaction using Predictive Routing. The value of this KVP is incremented each time the ActivatePredictiveRouting subroutine is called by the strategy, starting from 1. INT 0 integers starting from 1 GPM_FACT.ROUTE_ATTEMPT_ID
    gpmRouteAttemptId The sequence number of the attempt to route an interaction using Predictive Routing. The value of this KVP is incremented each time the ActivatePredictiveRouting subroutine is called by the strategy, starting from 1. INT 0 integers starting from 1 GPM_FACT.ROUTE_ATTEMPT_ID
    gpmRoutingMethod Reserved for future use. CHAR[32] unknown GPM_DIM1.ROUTING_CRITERIA 9.0.015.00
    gpmRoutingMethod Reserved for future use. CHAR[32] unknown GPM_DIM1.ROUTING_CRITERIA 9.0.015.00
    gpmScoreAboveMedian Indicates whether the score for the selected agent was better than the median score for the target group. Enum unknown 0 (no), 1 (yes), unknown GPM_FACT.SCORE_ABOVE_MEDIAN
    gpmScoreAboveMedian Indicates whether the score for the selected agent was better than the median score for the target group. Enum unknown 0 (no), 1 (yes), unknown GPM_FACT.SCORE_ABOVE_MEDIAN
    gpmStatus Indicates the scenario under which the interaction was processed. For more information about the scenarios, see Routing Scenarios Using Predictive Routing. Enum unknown agent-surplus, call-surplus, unknown GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmStatus Indicates the scenario under which the interaction was processed. For more information about the scenarios, see Routing Scenarios Using Predictive Routing. Enum unknown agent-surplus, call-surplus, unknown GPM_RESULT.GPM_STATUS (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmSuitableAgentsCount The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received. INT 0 0, any positive integer GPM_FACT.SUITABLE_AGENTS_COUNT 9.0.015.00
    gpmSuitableAgentsCount The number of agents who had scores greater than or equal to the initial threshold value when the scoring response was received. INT 0 0, any positive integer GPM_FACT.SUITABLE_AGENTS_COUNT 9.0.015.00
    gpmTargetSize The size of the scored target group (in other words, the length of the list of agents received from the scoring engine). SHORT 0 0, any positive integer GPM_FACT.TARGET_SIZE
    gpmTargetSize The size of the scored target group (in other words, the length of the list of agents received from the scoring engine). SHORT 0 0, any positive integer GPM_FACT.TARGET_SIZE
    gpmUse The meaning depends on the mode in which Predictive Routing is operating (see the description of the gpmMode KVP). This field is set to one of the following values:
  • 1 - When the mode is ab-test-time-sliced, indicates that the interaction was selected for Predictive Routing. When the mode is prod, indicates the normal case, when Predictive Routing occurred without error.
  • 0 - When the mode is ab-test-time-sliced, indicates the interaction was processed with skill-based routing. When the mode is dry-run, indicates that the interaction completed without error.
  • unknown - For any mode, indicates that an error occurred in one of the Predictive Routing subroutines, and the solution defaulted to skill-based routing.
    		•  Enum unknown 1, 0, unknown GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmUse The meaning depends on the mode in which Predictive Routing is operating (see the description of the gpmMode KVP). This field is set to one of the following values:
  • 1 - When the mode is ab-test-time-sliced, indicates that the interaction was selected for Predictive Routing. When the mode is prod, indicates the normal case, when Predictive Routing occurred without error.
  • 0 - When the mode is ab-test-time-sliced, indicates the interaction was processed with skill-based routing. When the mode is dry-run, indicates that the interaction completed without error.
  • unknown - For any mode, indicates that an error occurred in one of the Predictive Routing subroutines, and the solution defaulted to skill-based routing.
    		•  Enum unknown 1, 0, unknown GPM_RESULT.GPM_USE (referenced through GPM_FACT.GPM_RESULT_KEY)
    gpmVQDBID The DBID of the virtual queue or DN configured in the vq-for-reporting configuration option (configured on the Predictive_Route_DataCfgTransaction List object).
    • Requires Genesys Info Mart release 8.5.014.19 or higher.
    • This KVP is sent only to Genesys Info Mart. It does not appear in the score_log file.
    		 INT No default value Any valid DBID RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.VQ_RESOURCE_KEY) 9.0.016.00
    gpmVQDBID The DBID of the virtual queue or DN configured in the vq-for-reporting configuration option (configured on the Predictive_Route_DataCfgTransaction List object).
    • Requires Genesys Info Mart release 8.5.014.19 or higher.
    • This KVP is sent only to Genesys Info Mart. It does not appear in the score_log file.
    		 INT No default value Any valid DBID RESOURCE_.RESOURCE_CFG_DBID (referenced through GPM_FACT.VQ_RESOURCE_KEY) 9.0.016.00
    gpmVQGUID Value of the Virtual Queue ID (RPVQID) stored in the interaction user data. This is a special GUID value that uniquely identifies the entrance of the interaction into certain virtual queues. The RPVQID is created by URS when the interaction enters into the virtual queue and is present in all VirtualQueue events that URS distributes.
    • Requires Genesys Info Mart release 8.5.014.19 or higher.
    • This KVP is sent only to Genesys Info Mart. It does not appear in the score_log file.
    		 CHAR[32] No default value Any valid Virtual Queue GUID GPM_FACT.VQ_GUID 9.0.016.00
    gpmVQGUID Value of the Virtual Queue ID (RPVQID) stored in the interaction user data. This is a special GUID value that uniquely identifies the entrance of the interaction into certain virtual queues. The RPVQID is created by URS when the interaction enters into the virtual queue and is present in all VirtualQueue events that URS distributes.
    • Requires Genesys Info Mart release 8.5.014.19 or higher.
    • This KVP is sent only to Genesys Info Mart. It does not appear in the score_log file.
    		 CHAR[32] No default value Any valid Virtual Queue GUID GPM_FACT.VQ_GUID 9.0.016.00
    gpmWaitTime The amount of time, in seconds, the interaction spent in the queue used for Predictive Routing decision-making, starting from when the strategy started to process the interaction until it was routed to the agent. Note that the point when processing starts might depend on how you have configured your strategy. INT 0 0, any positive integer GPM_FACT.WAIT_TIME
    gpmWaitTime The amount of time, in seconds, the interaction spent in the queue used for Predictive Routing decision-making, starting from when the strategy started to process the interaction until it was routed to the agent. Note that the point when processing starts might depend on how you have configured your strategy. INT 0 0, any positive integer GPM_FACT.WAIT_TIME
    ServiceType The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Oracle: VARCHAR2(255 CHAR); Postgres: varchar(255); Microsoft SQL: nvarchar(170) INTERACTION_DESCRIPTOR.SERVICE_TYPE 9.0.016.00
    ServiceType The GPRIxnCleanup subroutine takes this KVP from user data attached to the interaction, and passes it to the Genesys Historical Reporting solution in the EventUserEvent event. GPR does not generate this KVP. Oracle: VARCHAR2(255 CHAR); Postgres: varchar(255); Microsoft SQL: nvarchar(170) INTERACTION_DESCRIPTOR.SERVICE_TYPE 9.0.016.00
    START_TS UTC timestamp, indicating the time when the interaction arrived at the contact center.

    Note that this value is different from gpm-ixn-timestamp (previously called prr-ixn-timestamp), which, in release 9.0.014.04 and earlier, indicates the time when the strategy started processing the interaction. gpm-ixn-timestamp is configured in the default_skill_data object, from which it is passed to the ActivatePredictiveRouting_v3 subroutine.

    In URS Strategy Subroutines 9.0.015.00 and higher, gpm-ixn-timestamp is not used, and START_TS must be passed in the default_skill_data parameter. gpmWaitTime (the actual wait time of the interaction in the queue before an agent is selected) is calculated based on the difference between the UTC time when agent is selected minus the START_TS value.    		 INT no default value a valid UTC timestamp GPM_FACT.START_DATE_TIME_KEY yes
    START_TS UTC timestamp, indicating the time when the interaction arrived at the contact center.

    Note that this value is different from gpm-ixn-timestamp (previously called prr-ixn-timestamp), which, in release 9.0.014.04 and earlier, indicates the time when the strategy started processing the interaction. gpm-ixn-timestamp is configured in the default_skill_data object, from which it is passed to the ActivatePredictiveRouting_v3 subroutine.

    In URS Strategy Subroutines 9.0.015.00 and higher, gpm-ixn-timestamp is not used, and START_TS must be passed in the default_skill_data parameter. gpmWaitTime (the actual wait time of the interaction in the queue before an agent is selected) is calculated based on the difference between the UTC time when agent is selected minus the START_TS value.    		 INT no default value a valid UTC timestamp GPM_FACT.START_DATE_TIME_KEY yes
    VQ_CFG_TYPE The configuration type of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    VQ_CFG_TYPE The configuration type of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    VQ_CFG_TYPE The configuration type of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    VQ_CFG_TYPE The configuration type of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    VQ_CFG_TYPE_ID The configuration type ID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    VQ_CFG_TYPE_ID The configuration type ID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    VQ_CFG_TYPE_ID The configuration type ID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    VQ_CFG_TYPE_ID The configuration type ID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_CUSTOMER_ANI ANI of the customer for in-queue scenarios. This value can match _CB_CUSTOMER_PHONE_NUMBER if the same number is confirmed or entered. Could also be empty if the ANI is not detected. CALLBACK_FACT.CUSTOMER_ANI 8.5.111.04
    _CB_CUSTOMER_ANI ANI of the customer for in-queue scenarios. This value can match _CB_CUSTOMER_PHONE_NUMBER if the same number is confirmed or entered. Could also be empty if the ANI is not detected. CALLBACK_FACT.CUSTOMER_ANI 8.5.111.04
    _CB_DIAL_1_RESULT The result of the first callback dialing attempt. One of the following values:
    • CREATE_CALL_ERROR
    • BUSY
    • NO_ANSWER
    • ANSWERING_MACHINE
    • ERROR_TONE
    • FAX
    • PERSON
    • CONNECTED
    • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
    • PUSH_DELIVERY_CONFIRMED
    • PUSH_SEND_ERROR
    • PUSH_DELIVERY_NOT_CONFIRMED
    • USERORIGINATED_CONNECTED
    Notes: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.    		 CALLBACK_DIAL_RESULTS.DIAL_1_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07

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    This page was last edited on August 29, 2022, at 09:44.
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