Subject Areas

Tanya, until the diagrams are ready: (a) Only the Facts diagram has been retained. (b) "Understanding the Subject Area Diagrams" section has been commented out. (c) In "Creating Queries", instances of "subject area diagram(s)" have been changed to "lists of related tables/views on the Subject Area pages". (This note is outside the onlyinclude tags, so won't show up in the RDBMS-specific docs.)

This is PDMSource. Genesys Info Mart contains several subject areas that are of interest for contact center historical reporting. Each subject area is presented as a star schema that contains a central fact table surrounded by the dimension tables and views that describe it.

Creating Queries

Use the lists of related tables/views on the Subject Area pages to determine how best to query the information that is stored by Genesys Info Mart. For example, to report information on the history of each place in a place group:

1. Review the Place_Group subject area list of related tables/views. The PLACE_GROUP_FACT_ table is related to dimension tables and dimension views that describe it. (As described in Dimension Views, this document provides information about the PLACE_GROUP_FACT view, not the PLACE_GROUP_FACT_ table.)
2. Construct a query that constrains the facts that are queried, based on the attributes of the dimension tables and views in the Place_Group subject area.

You can create queries that retrieve information from a single subject area. For example, you can query the tables in the Resource_Group subject area in order to retrieve information about the history of agent group membership. You can also create queries that combine information from multiple subject areas. For example, to determine how many interactions a particular agent group handles on a given day, you can create a query that combines information from the Resource_Group and Interaction_Resource subject areas.

As shown on the Facts subject area page, some fact tables contain direct references to other fact tables. Information from related fact tables can be used in combination. In addition, information from the following fact tables and views, which do not have direct references to each other, can be used in combination:

• INTERACTION_RESOURCE_FACT and PLACE_GROUP_FACT_
• INTERACTION_RESOURCE_FACT and RESOURCE_GROUP_FACT_
• INTERACTION_RESOURCE_FACT and RESOURCE_SKILL_FACT_

Important

Please refer to the specific tables and views for each subject area for complete descriptions of all the columns. The related tables and views are listed on each subject area page, or see Info Mart Tables and Info Mart Views for a complete list of links.

List of Subject Areas

The Info Mart dimensional model includes the following subject areas. Template:TestPDMListQuery