Hey Ran!
When it is about Aggregate tables, Time Ranges are considered in two queue-related tables:
- AGT_QUEUE_ABN_HOUR - it contains data about interactions that were abandoned while waiting in a queue. That table contains up to 19 configurable time ranges, which are defined the Abandon Thresholds within the [agg-gim-thld-QUEUE-ABN] section.
- AGT_QUEUE_ACC_AGENT_HOUR - it contains data about interactions that were accepted by agents coming from a queue. That table contains up to 19 configurable time ranges, which are defined by the accepted-by-agent thresholds within the [agg-gim-thld-QUEUE-ACC] section.
When it is about Fact tables, then the main source tables would be
MEDIATION_SEGMENT_FACT (MSF - For Abandoned and, depending on the report you are building, Accepted interactions) and
INTERACTION_RESOURCE_FACT (IRF - For Accepted interactions).
Depnding on the detailed report you would like to build and how GIM_ETL Server was configured, you may need to consider the one (or a combination) of the following columns:
- MSF:
- ANSWER_THRESHOLD - According to the value of q-answer-threshold-voice (there are specific options for multimedia interactions).
- SHORT_ABANDONED_FLAG - According to the value of q-short-abandoned-threshold-voice (there are specific options for multimedia interactions as well).
- MET_THRESHOLD_FLAG - populated according to the value defined by q-answer-threshold-voice
- IRF:
- MET_SERVICE_OBJECTIVE_FLAG - According to the KVP defined for SERVICE_OBJECTIVE in the Routing Strategy.
- SHORT_ABANDONED_FLAG - According to the value of short-abandoned-threshold option.
Hope that helps,
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Rafael Marciano BELISRCIANO
Genesys - Employees
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