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  • 1.  Time Ranges for Infomart

    GENESYS
    Posted 09-06-2022 05:12

    I have a question for you. We've been trying to get information on the best way to apply time ranges to Infomart data and are not having much luck since this isn't inherently stored for historical data in Infomart as it is for "real-time" use in CCPulse / Pulse.

     

    Do you know of any tables that could be used to derive this information or of any way that we can aggregate historical QUEUE data into time ranges?
    #Reporting/Analytics

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    Ranbir Sidhu
    Genesys - Employees
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  • 2.  RE: Time Ranges for Infomart

    GENESYS
    Posted 09-06-2022 11:56
    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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