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Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.ININ.com CIC Data Dictionary Technical Reference Interactive Intelligence Customer Interaction Center® (CIC) 2017 R4 Last updated April 28, 2017 (See Change Log for summary of changes.) Abstract This Technical Reference provides a concise and detailed description of the database tables CIC uses to store and generate reports on historical data. This includes information stored for interactions, queue statistics, agent and user activity, line and line groups, administrative changes, and other Interaction Administrator configuration information. This document assists you in understanding the structure and contents of CIC tables.

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Page 1: CIC Data Dictionary Technical Reference - Genesys · CIC Data Dictionary Technical Reference Interactive Intelligence Customer Interaction Center ® (CIC) 2017 R4 Last updated April

Interactive Intelligence, Inc. 7601 Interactive Way

Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000

www.ININ.com

CIC Data Dictionary

Technical Reference

Interactive Intelligence Customer Interaction Center® (CIC)

2017 R4

Last updated April 28, 2017 (See Change Log for summary of changes.)

Abstract

This Technical Reference provides a concise and detailed description of the database tables CIC uses to store and generate reports on historical data. This includes information stored for interactions, queue statistics, agent and user activity, line and line groups, administrative changes, and other Interaction Administrator configuration information. This document assists you in understanding the structure and contents of CIC tables.

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Copyright and Trademark Information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©1997-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2000-2016 Interactive Intelligence, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2001-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2002-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2004-2016 Interactive Intelligence, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2005-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2006-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2009-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2010-2016 Interactive Intelligence, Inc. All rights reserved. Spotability is a trademark of Interactive Intelligence, Inc. ©2011-2016. All rights reserved. Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service℠ and Interactive Intelligence CaaS℠ are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are ©2012-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2013-2016 Interactive Intelligence, Inc. All rights reserved. Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2013-2016 Interactive Intelligence, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2014-2016 Interactive Intelligence, Inc. All rights reserved. The veryPDF product is ©2000-2016 veryPDF, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com. A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.

DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.

Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.ININ.com

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Table of Contents Introduction ................................................................................................................................ 1 About this document .................................................................................................................... 2 Referenced information ............................................................................................................... 2 Additional Statistics ...................................................................................................................... 2 Reports ............................................................................................................................................ 3 Terms and Clarifications .............................................................................................................. 4

Understanding Reporting Logs ............................................................................................... 4 Understanding Interchangeable Terms ................................................................................ 4 Using the Switchover Process ................................................................................................. 5 Date/Time Columns .................................................................................................................. 5

Interaction Detail Data ........................................................................................................... 6 Data Source .................................................................................................................................... 6 Type of information ...................................................................................................................... 6 Relationships to other tables and data ..................................................................................... 6 Report Types using this data ...................................................................................................... 6 CallDetail_viw view ....................................................................................................................... 7

Interaction Object Types ......................................................................................................... 7 Calldetail Interactiontype column .......................................................................................... 8 How Remote Numbers and Names are Determined .......................................................... 8

Incoming Calls ............................................................................................................................. 10 SMDI .............................................................................................................................................. 11 Outbound Calls (Interactions) .................................................................................................. 11

Physical Attributes ................................................................................................................... 11 Column Definitions .................................................................................................................. 12 Index Definitions for InteractionSummary ........................................................................ 24 Index Definitions for InteractionCustomAttributes .......................................................... 25

Agent Status Data ................................................................................................................... 26 Data Source .................................................................................................................................. 27 Type of information .................................................................................................................... 27 Report Types using this data .................................................................................................... 27

Agent Statuses ......................................................................................................................... 27 Agent Activity Table ................................................................................................................... 28

Physical Attributes ................................................................................................................... 28 Column Definitions .................................................................................................................. 28 Index Definitions ..................................................................................................................... 33

Interval Queue Data .............................................................................................................. 34 Data Source .................................................................................................................................. 34 Type of information .................................................................................................................... 34 Report Types using this data .................................................................................................... 34

Intervals .................................................................................................................................... 34 Comparing Queue Data .......................................................................................................... 35 Report Groups .......................................................................................................................... 36 Record Type Hierarchy ........................................................................................................... 36 How an Interaction becomes an ACD Interaction ............................................................ 38 tAgent Values ........................................................................................................................... 39 Views Breakdown .................................................................................................................... 39 Delayed Interactions that Span an Interval ...................................................................... 41 Abandons................................................................................................................................... 41

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Flow Outs .................................................................................................................................. 42 Grabbed and Transferred Interaction Counts ................................................................... 43 Conference Calls and Transferred Interactions ................................................................. 43 Call Direction Counters .......................................................................................................... 44 Service Levels .......................................................................................................................... 44

Queue Period Statistics Interval Periphery Tables ............................................................... 46 StatDimensions ........................................................................................................................ 46

Column Definitions .............................................................................................................. 46 Index Definitions .................................................................................................................. 47

StatProfile ................................................................................................................................. 47 Column Definitions .............................................................................................................. 47 Index Definitions .................................................................................................................. 49

DQConfig ................................................................................................................................... 49 Column Definitions .............................................................................................................. 50 Index Definitions .................................................................................................................. 50

Agent Queue Period Statistics Interval View ........................................................................ 51 cType Hierarchy ....................................................................................................................... 52 Examples of values: ................................................................................................................ 53 Physical Attributes ................................................................................................................... 53 Column Definitions .................................................................................................................. 54 AgentStatistics Index Definitions ......................................................................................... 83 AgentStatus Index Definitions .............................................................................................. 83

Workgroup Queue Statistics Interval View ............................................................................ 84 cType Hierarchy ....................................................................................................................... 85 Examples of values: ................................................................................................................ 85 Physical Attributes ................................................................................................................... 85 Column Definitions .................................................................................................................. 86 DQStatus Index Definitions ................................................................................................. 106 DQStatistics Index Definitions ............................................................................................ 106

Workgroup Queue Service Level Overflows View .............................................................. 107 Column Definitions ................................................................................................................ 107 DQServiceLevelOverflows Index Definitions .................................................................... 112

Statistics Group Queue Interval View ................................................................................... 113 Considerations when using STIDs ..................................................................................... 113 cType Hierarchy ..................................................................................................................... 115 Examples of values: .............................................................................................................. 115 Physical Attributes ................................................................................................................. 116 Column Definitions ................................................................................................................ 116 SGStatistics Index Definitions ............................................................................................ 131

Statistics Group Queue Service Level Overflows View ..................................................... 132 Column Definitions ................................................................................................................ 132 SGServiceLevelOverflows Index Definitions .................................................................... 137

Interval Line and Line Group Data ................................................................................. 138 Data Source ................................................................................................................................ 138 Type of information .................................................................................................................. 138 Report Types using this data .................................................................................................. 138 Interval Line Statistics Table .................................................................................................. 138

Physical Attributes ................................................................................................................. 138 Column Definitions ................................................................................................................ 139 Index Definitions ................................................................................................................... 141

Interval Line Group Statistics Table ...................................................................................... 142 Physical Attributes ................................................................................................................. 142

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Column Definitions ................................................................................................................ 142 Index Definitions ................................................................................................................... 145

Fax Envelope History Table ............................................................................................... 146 Physical Attributes .................................................................................................................... 146 Column Definitions.................................................................................................................... 146 Index Definitions ....................................................................................................................... 152

IVR History Table .................................................................................................................. 153 Physical Attributes .................................................................................................................... 153 Column Definitions.................................................................................................................... 153

IVR Interval Table ................................................................................................................ 154 Physical Attributes .................................................................................................................... 154 Column Definitions.................................................................................................................... 154

WrapUp Statistics.................................................................................................................. 156 Table name: InteractionWrapup ............................................................................................ 156 Column Definitions.................................................................................................................... 156 Index Definitions ....................................................................................................................... 158

Agent Queue Activation History ...................................................................................... 159 Queue Activation ....................................................................................................................... 159 Physical Attributes .................................................................................................................... 159 Column Definitions.................................................................................................................... 160

Administrative Data ............................................................................................................. 162 Data Source ................................................................................................................................ 162 Type of Information Stored .................................................................................................... 162 Report Types using this data .................................................................................................. 162 Interaction Administrator Change Notification Table ........................................................ 162

Physical Attributes ................................................................................................................. 162 Column Definitions ................................................................................................................ 162 Index Definitions ................................................................................................................... 164

Enhanced Interaction Administrator Change Notification Table ..................................... 165 Physical Attributes ................................................................................................................. 165 Column Definitions ................................................................................................................ 165 Index Definitions ................................................................................................................... 167

Interaction Administrator Attribute Log Table .................................................................... 168 Physical Attributes ................................................................................................................. 168 Column Definitions ................................................................................................................ 168 Index Definitions ................................................................................................................... 169

Interaction Administrator License Attribute Log Table ..................................................... 170 Physical Attributes ................................................................................................................. 170 Column Definitions ................................................................................................................ 170 Index Definitions ................................................................................................................... 171

IC ApplicationsTable ................................................................................................................. 172 Physical Attributes ................................................................................................................. 172 Column Definitions ................................................................................................................ 172 Index Definitions ................................................................................................................... 172

IA License Lookup Table .......................................................................................................... 173 Physical Attributes ................................................................................................................. 173 Column Definitions ................................................................................................................ 173 Index Definitions ................................................................................................................... 173

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IC Change Notification Table .................................................................................................. 174 Physical Attributes ................................................................................................................. 174 Column Definitions ................................................................................................................ 174 Index Definitions ................................................................................................................... 176

LoginLogoutChangeLog_viw view .......................................................................................... 177 LoginLogoutChangeLog_viw Schema ................................................................................ 177

Configuration Mirror Data .................................................................................................. 178 Data Source ................................................................................................................................ 178 Types of information ................................................................................................................ 178 Report types using this data................................................................................................... 178 Mirror Data and the Switchover Process .............................................................................. 178 User to Workgroup Relationship Mirror Table ..................................................................... 179

Physical Attributes ................................................................................................................. 179 Column Definitions ................................................................................................................ 179 Index Definitions ................................................................................................................... 180

Line Configuration Mirror Table ............................................................................................. 181 Physical Attributes ................................................................................................................. 181 Column Definitions ................................................................................................................ 181 Index Definitions ................................................................................................................... 183

Line Group Configuration Mirror Table ................................................................................. 184 Physical Attributes ................................................................................................................. 184 Column Definitions ................................................................................................................ 184 Index Definitions ................................................................................................................... 185

Line Group to Line Mirror Table ............................................................................................. 186 Physical Attributes ................................................................................................................. 186 Column Definitions ................................................................................................................ 186 Index Definitions ................................................................................................................... 187

Account Code Mirror ................................................................................................................. 188 Physical Attributes ................................................................................................................. 188 Column Definitions ................................................................................................................ 188 Index Definitions ................................................................................................................... 189

SMS Delivery Receipts ............................................................................................................. 190 Physical Attributes ................................................................................................................. 190 Column Definitions ................................................................................................................ 190 Index Definitions ................................................................................................................... 191

Appendix A: How CIC generates Interaction IDs .................................................... 193 Call IDs ........................................................................................................................................ 193 CallIDKeys .................................................................................................................................. 193 Call ID Keys changed in 2.3 ................................................................................................... 193 Call IDs and Call ID Keys changed in 2.1 ............................................................................ 194 How Client Call IDs were generated in 2.0 and prior........................................................ 194 Description of EIC_CallIDKey in 2.0 and Prior ................................................................... 195

Appendix B: Setting the QueuePeriodStatisticsInterval Server Parameter .. 196

Appendix C: Optimizer Column Definitions ................................................................ 197

Appendix D: Custom Logging to Report Tables ....................................................... 200 Activating Custom Logging ..................................................................................................... 200 ServerReportLogAutoN ............................................................................................................ 201 IC Report Logging Default Mappings .................................................................................... 202

Standard Output Mappings ................................................................................................. 202

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Interaction Custom Logging ................................................................................................ 203 Queue Period Statistics Custom Logging ............................................................................. 205 Advance Counter ....................................................................................................................... 215

Appendix E: Interaction Tables ...................................................................................... 216 InteractionSummary Table ..................................................................................................... 216 InteractionSegmentDetail Table ............................................................................................ 223 InteractionCustomAttributes Table ....................................................................................... 224

Appendix F: Interaction Feedback Tables.................................................................. 226 Survey Table .............................................................................................................................. 226

Indexes ............................................................................................................................. 226 Explanation of Type ....................................................................................................... 226

SurveyAnswer Table ................................................................................................................. 227 Indexes ............................................................................................................................. 227 Explanation of FreeFormAnswerURI .......................................................................... 227

SurveyDetail Table .................................................................................................................... 227 Indexes ............................................................................................................................. 228 Explanation of EventCode and EventDetail .............................................................. 228 Explanation of Origin ..................................................................................................... 228

SurveyForm Table ..................................................................................................................... 228 Indexes ............................................................................................................................. 229

SurveyObjectToSurveyPrompt Table .................................................................................... 229 Indexes ............................................................................................................................. 229 Explanation of AppCode ................................................................................................ 229

SurveyPrompt Table ................................................................................................................. 230 Indexes ............................................................................................................................. 230 Explanation of PromptType .......................................................................................... 230

SurveyQstnToQuestionCategory Table ................................................................................. 231 Indexes ............................................................................................................................. 231

SurveyQuestion Table .............................................................................................................. 231 Indexes ............................................................................................................................. 232 Explanation of QuestionType ....................................................................................... 232 Explanation of Options .................................................................................................. 232

SurveyQuestionBranching Table ............................................................................................ 232 Indexes ............................................................................................................................. 233 Explanation of OperatorType ....................................................................................... 233

SurveyQuestionCategory Table .............................................................................................. 233 Indexes ............................................................................................................................. 234 Explanation of ACSISemantics .................................................................................... 234

SurveyQuestionEnum Table .................................................................................................... 234 Indexes ............................................................................................................................. 234

SurveyRule Table ...................................................................................................................... 235 Indexes ............................................................................................................................. 235 Explanation of Operand ................................................................................................ 235 Explanation of RuleType ............................................................................................... 235 Explanation of Value Fields .......................................................................................... 236

SurveyConfigLog Table ............................................................................................................ 238 Indexes ............................................................................................................................. 238

SurveyUserObjectSecurity Table ........................................................................................... 238 Indexes ............................................................................................................................. 238

SurveyWork Table ..................................................................................................................... 238 Indexes ............................................................................................................................. 239

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Appendix G: SMS Delivery Receipts .............................................................................. 240

Appendix H: Routing Exception Tables ....................................................................... 241 EE_FlowOutEvents .................................................................................................................... 242

Index and Constraint Definitions for EE_FlowOutEvents .............................................. 243 EE_TransferEvents .................................................................................................................... 244

Index and Constraint Definitions for EE_TransferEvents .............................................. 245 EE_AbandonEvents ................................................................................................................... 246

Index and Constraint Definitions for EE_AbandonEvents ............................................. 247 Lookup table: QueueNameLookup ........................................................................................ 248

Index and Constraint Definitions for QueueNameLookup ............................................ 248 Routing Exceptions Views ....................................................................................................... 249

EE_FlowOutEvents_viw ........................................................................................................ 249 EE_FlowOutEvents_viw schema ......................................................................................... 249 E_TransferEvents_viw .......................................................................................................... 250 EE_TransferEvents_viw schema ......................................................................................... 250 EE_AbandonEvents_viw ....................................................................................................... 251 EE_AbandonEvents_viw schema ........................................................................................ 251

Change Log .............................................................................................................................. 252

Index .......................................................................................................................................... 255

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CIC Data Dictionary 1

Introduction The Interactive Intelligence Customer Interaction Center CIC Data Dictionary Technical Reference provides a concise and detailed description of the database tables Customer Interaction Center (CIC) uses to store and generate reports on historical data regarding interactions, queue statistics, agent and user activity, line and line groups, administrative changes, and other Interaction Administrator configuration information. In addition to documenting the structure and contents of IC tables, we try to help you understand the historical data that CIC collects. This document can also be helpful if you edit or maintain the shipped IC historical reports, or if you design your own reports.

There are 19 tables and over 98 report variations of historical data collection in the reporting system. Understanding the details about each table and its relationship to other tables is the key to using the historical data for your reporting needs. The following list assists you in understanding the relationship of the collected data to the tables they are related to. The Type of data collected is described in greater detail later in this document.

Interaction Center Database Tables

Type of data collected Relationship to tables and logs

Interaction Detail Data Primarily included in the Call Detail table

Agent State Data Stored in the Agent Activity table

Interval Queue Data Used for the following tables:

· Agent Queue Period Statistics Interval

· Workgroup Queue Statistics Interval

· Statistics Group Queue Interval

Interval Line and Line Group Data

Included in the Interval Line Statistic table and the Interval Line Group Statistics table

Administrative Data Included the Interaction Administrator Change Notification table and the IC Change Notification table

Fax Data Included in the Fax Envelope History table

Configuration Mirror Data Is included in the following tables:

· User to Workgroup Relationship Mirror table

· Account Code Mirror

· Line Mirror

· Line Group Mirror

· Line Group to Lines Mirror

IVR Interval and History Data

Includes reporting data for IVR menu navigation selections, date/time access, exit paths, time in menus and other statistics to help analyze IVR menu effectiveness

Wrap Up Code Data Data includes details about the amount of time agents spend in various wrap up states

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Interaction Center Database Tables

Type of data collected Relationship to tables and logs

Agent Queue Activation History

Includes details about agent activation and deactivation in each workgroup queue. This is independent of the agent state data.

About this document Each section summary in this document describes the purpose of the tables it contains, along with an explanation of how CIC generates records for each table. Specific information is included on the important statistics each table uses. This document lists columns in the order they appear in each table. Indexed columns are indicated in bold to make it easier for you to determine column importance. Indexes used by CIC are listed separately.

Additional information about CIC reporting is also available in the appendixes of this document.

Note Customer Interaction Center (CIC) supports two interaction mangement client applications. This document uses the term “CIC client” to refer to either Interaction Desktop or Interaction Connect.

Referenced information There are additional technical references and guides that are referred to in this document. These documents are available in the CIC Documentation Library on your IC server.

The latest versions of these documents can also be accessed from the CIC Documentation Library on the Interactive Intelligence Web site at: https://my.inin.com/products/cic/documentation/index.htm

The CIC Documentation Library can also be accessed from the Customer Interaction Center Product Information page on the Product Information site at: https://my.inin.com/products/cic/Pages/default.aspx

Additional Statistics CIC does not store all the generated statistics in the historical reporting tables. Due to the large number of statistics available, CIC only stores the most useful or relevant statistics in the tables. There are additional statistics available for custom applications that can be inserted into the custom columns of each table.

For example, the iStatsGroup table primarily shows ACD only statistics such as nEnteredAcd. The statistic for all entered interactions, ACD and non-ACD is nEntered. If you have a need for this statistic, you can insert it into one of the iStatsGroup custom columns and modify your reports to include it.

Contact Interactive Intelligence support for more information on using custom statistics, or see the CIC Reporting Technical Reference in the Technical Reference Documents section of the CIC Documentation Library. The latest versions of technical reference documents can also be downloaded from our Product Information site.

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Reports Many customers request changes to the existing reports or the creation of new reports. Use the existing reports as a starting point to create custom reports. This is similar to using the existing default handlers as a starting point for your custom handler development. This document should help you in making reporting customizations, by providing an overview and description of the all the historical data generated by CIC.

Although it is beyond the scope of this document, it is also important for you to understand the function, use, and limitations of the reports that ship with CIC. For example, some of the reports within CIC are intended for use that is more general, such as an enterprise running CIC for its voice mail and PBX features. While these reports might be beneficial to a call center running CIC, they may not be sufficient for presenting all the data needed to manage a call center.

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Terms and Clarifications

Understanding Reporting Logs The purpose of the reporting logs is to save historical data from the system. In Reporting, logs are predefined entities that map to comma-separated value (CSV) files or SQL based database tables stored in either Microsoft SQL Server or Oracle. The references made in this document to SQL apply to MS SQL or Oracle. The references to tables also apply to CSV files, even though these files are not technically tables, the structure is the same.

After CIC has successfully transferred the reporting logs or data to the tables, the system uses these tables as the source for the existing reports shipped by CIC. You can customize these tables by using blank fields or custom columns available in several of the tables.

The predefined entities are named reporting logs rather than tables to clarify the process. Logs as a generic term to describe what purpose the data serves, and to isolate the system data from the method used to store the historical data.

Reporting logs should not be confused with the trace logs. Trace logs track the detailed actions of the different CIC subsystems for debugging and other troubleshooting purposes. The information in the trace logs can contain reporting information, but mostly contains information on other CIC subsystems. The trace logs are text-based and are not indexed or separated. The information is cryptic and unsuitable for reporting. Depending on the level of tracing that you require, the trace log files can grow to be quite large and the system is setup to routinely overwrite them each week. Normally, you should not need to be knowledgeable about trace log files because you typically only use them to troubleshoot system problems.

Understanding Interchangeable Terms Other interchangeable terms used in this document include:

· Record or Row

· Column or Field

· Agent or User

· Period or Interval

Interactions

Interactions refer to calls, chats, e-mail, faxes, generic objects, various Web interactions, recorder interactions, and SMS interactions. In most cases, CIC handles these interaction types similarly. However, in some cases the column name or even the view name, such as the CallDetail_viw View, still uses the term call when, in fact, multiple interaction types or values can be stored within the table.

For a list of Interaction Types and their mappings in the CallDetail_viw view, see "Calldetail Interactiontype column" on page 8.

Database

The Database is considered the overall collection of tables and the relationship to other tables.

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Log

Another place you will see the term Log used is in the case of the Call Log attribute associated with an interaction object. This text-based log contains an audit trail of actions performed on an interaction by the CIC system, and is attached to the interaction object as an attribute only. It does not represent a table in any way. The Log Message tool step in a handler makes additions to the call log. This tool, which is in the default CIC system handlers, records and time-stamps certain events that happen to an interaction. When an interaction is disconnected, CIC writes the call log attribute to a column, CallEventLog, in the Call Detail table.

Using the Switchover Process When you configure two IC servers so that one is an automatic backup of the other using the switchover process, there should be no duplication of data or any problems relative to any report and configuration mirror data logging in CIC. This is because the system that switchover considers the backup, operates in a suspended mode that suppresses the normal mirror and data logging activities.

Data Logging with Switchover

It is possible that duplicate data might be created, however, if you disconnect one of the two systems from the switchover hardware and boot it up as a stand-alone server. This stand-alone server then becomes a full and complete CIC system that is identically configured to the other running server. This means that any operations that CIC performs on this separated backup system will cause active mirror and logging activity on the shared database. This can result in the system inserting duplicate rows of data, or possibly, inserting wrong data into the tables. To make sure there is no conflict with data being generated by the two separated systems, when the CIC systems are not in their switchover configuration, be sure to change the server Site ID.

Date/Time Columns Date/Time columns might contain dates using the year 1970 in cases where no value was found or available. CIC does not accept a null date/time, so there has to be a value. 1/5/1970 00:00:00 is the earliest date/time CIC can represent, so CIC uses it as an indicator of an unset date/time.

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Interaction Detail Data This section summarizes the purpose of the Interaction Detail Data and the CallDetail_viw view. It explains how CIC generates records for the view, and includes important statistics used by the view. It lists the columns in the order they appear in the view. Earlier versions of CIC contained both a physical CallDetail table and a CallDetail_viw. In 4.0, the CallDetail table was replaced by two tables, InteractionSummary and InteractionCustomAttributes. These two tables make up the 4.0 and later version of the view CallDetail_viw. The columns in the earlier versions of the view and the newer version are the same for backwards compatibility, though there are a few new columns. Indexed columns are indicated in bold.

Data Source The data source is a snapshot of interaction information at the time an interaction disconnects or ends. This data is collected one minute after disconnect. This delay allows any handlers that need to modify the attributes of the interaction after the disconnect and before the data is logged.

Type of information The type of information includes end state, origination, duration, and last user active with an interaction.

Relationships to other tables and data The relationship of the data in the CallDetail_viw view to the data in all the other tables is very limited. Because CIC only captures the last user’s information, it cannot be related directly to data in any of the other tables except in very simple environments. CIC does not reflect any transfers between distribution queues and agents in the CallDetail_viw view or to any reports using this table.

The CallDetail_viw view does have a relationship with the Account Code Mirror table, and supplies the Account Name in various reports.

Report Types using this data Report types using this data include Call Detail, User Summary, DNIS, Account Code, Call, Call-Supervisor, and Supervisor Account Code. These categories of reports show simple interaction activity based on this data. These simple enterprise or summary activity reports will not be as complete as the interaction counts of Queue Period Statistics agent reports.

You should not apply the values stored in the CallDetail_viw view to user activity values for purposes where stringent control is required, such as compensation. It might not represent a user’s complete activity.

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CIC Data Dictionary 7

CallDetail_viw view

The CallDetail_viw view contains data related to all physical interactions placed or received by the system. Each interaction creates one or more records in the table based on the number of objects it ultimately creates. An interaction creates a unique object, resulting in a new row, anytime one of the following actions occurs:

· The MakeCall function is used in a handler or by Interaction Desktop.

· An inbound call is detected on a telephony interface card.

· A conference call is created.

· An incoming chat is received.

· A station-to-station or a user to user (i.e., intercom) interaction creates two separate objects, one for each direction of the call, resulting in two records in the CallDetail_viw view.

Most, but not all, of an interaction object's attributes, at the time the interaction is disconnected, are logged to the Call Detail Record table (i.e., InteractionSummary). Custom attributes are not recorded in this table, although it is possible for you to modify the system and place custom attribute information in the InteractionCustomAttribute table.

Interaction Object Types In addition to tracking information on calls, the CallDetail_viw view contains information on chats, e-mail, faxes, generic objects, various Web interactions, callback, and SMS interactions.

Not all columns in the table are applicable to every supported object; some might not contain data for a specific interaction object type. However, supported interaction object types use the majority of the columns in the CallDetail_viw view, but there are some fundamental differences between certain object types. The following differences occur for chat object types:

· All chats are inbound in direction. This means that a CIC user/agent cannot initiate a chat. A CIC user cannot initiate the external chat. However, an intercom chat can be made from one agent to another agent. During that scenario we will have two chats created in the database. One with outbound and another with inbound. The callType will be Intercom.

· The LocalNumber field is not used for chats.

We have noted in the column when the information being stored in a column differs based on the type of interaction object.

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Calldetail Interactiontype column The Calldetail Interactiontype column (based on InteractionSummary.MediaType), in this table, tracks the following codes for the Interaction type:

Calldetail Interactiontype Column

Codes Description

0 Call Object

1 Chat Object

2 SMS Object

4 Generic Object

5 E-mail Object

6 Callback Object

7 Instant Question (This Interaction type was deprecated in 4.0, but for supporting historical data it is documented here.)

8 Web Collaboration (This Interaction type was deprecated in 4.0, but for supporting historical data it is documented here.)

9 Dual Form Web Interaction (This Interaction type was deprecated in 4.0, but for supporting historical data it is documented here.)

11 Monitor Object

21 Fax

22 WorkItem

255 Unknown

How Remote Numbers and Names are Determined Most remote number and name values in the CallDetail_viw view are derived from some externally provided value such as the ANI, DNIS, and Caller ID, or by IC white pages lookup, custom handler changes, or a direct client edit.

How the remote number and name are provided depends on the type of service you use. T1 and E1 circuits-provided services are not standardized, and can be provider specific. That is

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why CIC provides additional processing of the ANI/DNIS string in handlers. This allows installers to customize the handlers to do any additional processing that you might require for proper remote name and number processing.

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Incoming Calls For incoming calls on SIP lines, RemoteNumberCallID (in EIC as Eic_RemoteTnRaw) and RemoteName (in EIC as Eic_RemoteNameRaw) are obtained from the provider, when if available. If either is not available, CIC will not set the corresponding attribute. If CIC gets a remote number, it processes it further to generate RemoteNumberFmt and RemoteNumber.

The following are the CallDetail_viw view remote name and number column name equivalent to the IC attribute, or call object attribute mapping CIC uses to output the data analog and ISDN lines.

CallDetail_viw view Column Name

IC Attribute Telephone Network Source

RemoteNumberCallID Eic_RemoteTnRaw Caller ID

RemoteName TS Call object attribute RemoteName

Extended Caller ID

RemoteNumberFmt Eic_RemoteTnDisplay Display format of the Caller ID using the phone number configurations from IA.

RemoteNumber Eic_RemoteTnNormalized Normalized format of the Caller ID using the phone number configurations from IA.

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The following are the CallDetail_viw view remote name and number column name equivalent to the IC attribute, or call object attribute mapping CIC uses to output the data when using T1 and E1 lines. (DNIS comes from InteractionSummary.DNIS_LocalID.)

Call Detail Column Name

IC Attribute Telephone Network Source

RemoteNumber Eic_RemoteTnNormalized Normalized format of the ANI

RemoteNumberFmt Eic_RemoteTnDisplay Display format of the ANI

RemoteNumberCallId Eic_RemoteTnRaw ANI

RemoteName Eic_RemoteNameRaw (or TS Call object attribute RemoteName)

ANI

DNIS Eic_LocalTnRaw DNIS

SMDI If you enable SMDI, on any line type, CIC sets RemoteNumberCallID to the number returned. CIC also uses this value to generate the values for RemoteNumberFmt and RemoteNumber columns. The system does not set RemoteName.

Outbound Calls (Interactions) For outbound calls, CIC sets RemoteNumberCallID to the dial string used to place the call. The system also further processes this number to generate RemoteNumberFmt and RemoteNumber. If CIC passes a remote name value to TS with the Make Call request, the system sets RemoteName with this value. If system does not pass a remote name, CIC performs a reverse white pages lookup using the remote number passed. If a hit is found, the system sets RemoteName to the returned value. Note that CIC only performs the white pages lookup if no remote name is specified.

Physical Attributes Log Identifier

Log Name Table Name

10 CDR Log Interaction Summary

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Column Definitions

Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

CallId

(InteractionSummary.

InteractionIDKey)

String Char (18) The ID key assigned by CIC to this interaction record. CallIDKey includes the CallID embedded within it. That means you can search the Call Detail Record log for the original CallID number as seen in Interaction Client.

The CallIDKey is comprised of the 10 digit CallID plus an eight digit date in the following format: YYYYMMDD. For example, a call placed on April 9, 2004 might show a Call ID of 2101990183 on Interaction Client. The resulting CallIDKey stored in the database would be that CallID plus the date: 210199018320040409

Note The format and use of this field is reserved, and it should not be used as anything more than an opaque identifier. The format of this field might be changed at any time. This field is documented for descriptive purposes only. Please see Appendix A for more information on how the call ID key is generated.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

CallType String Varchar (20)

The originator of the interaction. The values include:

External - The originator is external.

Intercom – The originator and receiver is local.

Unknown – when the call type is not one of the above (External or Intercom).

CallDirection String Varchar (20)

Indicates if the interaction was Inbound or Outbound from the system. A value of Unknown indicates that the direction was not determined.

Intercom for any failed Intercom Call type. That is, when intercom interaction is not successfully connected with both local parties.

Intercom-Inbound indicates an inbound intercom call.

Intercom-Outbound indicates an outbound intercom call.

Unknown can also occur when using the station handset for voice mail or to place a call and no party-to-party call is actually dialed.

LineId String NVarchar (50)

Identifies the line used for the interaction. The value will match the

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

name of the line configured in Interaction Administrator.

The value for chats is Chat.

StationId

(InteractionSummary.

LastStationID)

String NVarchar (50)

Identifies the station associated with the last local user who handled the interaction. A value of '-' (hyphen, without quotes) indicates a call that was not associated with a station.

The StationID will be the value as configured in Interaction Administrator.

LocalUserId

(InteractionSummary.

LastLocalUserID)

String NVarchar (50)

The user identifier of the last user associated with the interaction. This value will only be set if there was a user logged in at the station placing a call, or the interaction was directed to an identifiable user. An empty field will occur if these conditions are not met. In the case of transfers or other handling that results in multiple users handling the interaction, the last person to handle the interaction gets associated with the interaction. For example, User1 talks to an outside party for 10 minutes and then transfers the call to User2. User2 talks for an additional 5 minutes and then hangs up. The

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

call is associated with User2 for a total talk time of 15 minutes. This is because the call record is not intended to be an exact model of all the segments of a call. When a call is placed from a station, the LocalUserId is set to the default user of that station even when the user is not logged into CIC.

LocalNumber

(InteractionSummary.

LastLocalNumber)

String Varchar (200)

Local phone number or extension number receiving or placing an interaction. For internal interactions within the CIC system, the extension placing the call will be recorded as the LocalNumber.

This field is blank for Chats.

LocalName

(InteractionSummary.

LastLocalName)

String NVarchar (50)

This is the name resolved by the CIC Reverse White Page (RWP) look up algorithm for the internal user. Most of the time it will be the display name configured for an internal user in Interaction Administrator. As long as localuserId for the interaction is resolved, then we will have the local name for the user.

This differs from LocalUserId because it can be assigned the station name if there is

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

no user associated with the call.

RemoteNumber

(InteractionSummary.

RemoteID)

String NVarchar (50)

External or extension number (or digits) dialed to reach a remote or internal party either for calls coming into the system or calls being placed out of the system. The format is the normalized version of the number best used for searching. This means that when searching for a number, the number to search for must contain the complete number of digits with NO punctuation (for example, country and/or area code, exchange, and number). For chats, the value will be the IP address of the initiating website. See the section "How Remote Numbers and Names are Determined" previously in this document for more information.

RemoteNumberCountry

Integer SmallInt (2)

Number code field for the international code of the RemoteNumber. The value for this field is zero for chats.

RemoteNumberLoComp1

String Varchar (10)

The first code field from the remote number. In the US, this will be mapped to the area code. In the UK, it will be the city code. Use will vary by nation and

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

local. This field will be blank for chats.

RemoteNumberLoComp2

String Varchar (10)

The second code field from the remote number. In the US, this will be mapped to the exchange. Its use elsewhere will depend on the standards in the local and the number maps (or dial Plan) created in CIC. This field will be blank for chats.

RemoteNumberFmt

String Varchar (50)

Formatted version of the RemoteNumber. The formatting is done using the CIC number patterns defined in Interaction Administrator’s phone number configuration. See the section above on How Remote Numbers and Names are Determined for more information. For chats, the value will be the IP address of the initiating website.

RemoteNumberCallId

String Varchar (50)

Caller Id number obtained from the telephone company. This is the value used to obtain the RemoteName. NOCLID is displayed if the caller id information cannot be obtained from the telephone company. OOA is displayed for out of area calls. Chats will display the IP address of the initiating website. See the section above on How Remote Numbers and

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

Names are Determined for more information.

RemoteName

String NVarchar (50)

External or extension name dialed or entered. For intercom calls, the user name of the person dialed will be used (if the user is known.) If a station is dialed direct, only the station name will be used. Inbound calls that provide Extended Caller Id information will use the calling party name. Unknown Name will be displayed when Extended Caller Id is not available. An empty value is possible if the call was an Intercom call that was terminated before the remote party was specified. For chats, the name of the user, as supplied to the chat, will be displayed. This information is based solely on the users input.

It is important to note that CIC handlers or users can change the value of RemoteName and that it may not correlate directly to the RemoteNumber. See the section above on How Remote Numbers and Names are Determined for more information.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

InitiatedDate

(derived column from

InteractionSummary.

InitiatedDateTimeUTC)

DateTime DateTime (8)

Date/time that the interaction was originated. This is the time the interaction was created as an internal entity of CIC. This time can be before there is an external connection to the call.

InitiatedDateTimeGmt

(InteractionSummary.

InitiatedDateTimeUTC

DateTime DateTime (8)

Greenwich Mean Time-based initiated date and time. Should be used if calculations need to be able to ignore the effects of changes in time due to interactions spanning daylight savings time.

ConnectedDate

Derived column from

(InteractionSummary.

ConnectedDateTimeUTC)

DateTime DateTime (8)

Date and time interaction connected to external network source or a system resource. This value is started when an interaction reaches a connected state within the CIC system.

ConnectedDateTimeGmt

(InteractionSummary.

ConnectedDateTimeUTC)

DateTime DateTime (8)

Greenwich Mean Time-based connected date and time

TerminatedDate

Derived column from

(InteractionSummary.

TerminatedDateTimeUTC)

DateTime DateTime (8)

Date and time that the interaction terminated its connection to an external network source. This value is set on termination of the interaction, either from a local disconnect or a remote disconnect

TerminatedDateTimeGmt

(InteractionSummary.

TerminatedDateTimeUTC)

DateTime DateTime (8)

Greenwich Mean Time-based terminated date and time.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

CallDurationSeconds

(DATEDIFF(SECOND,ConnectedDateTimeUTC, TerminatedDateTimeUTC))

Integer Int (4) Interaction duration (connected time to terminated time) in seconds.

Note: This value is calculated using GMT times, so it is not affected by changes in time due to daylight savings.

HoldDurationSeconds

(InteractionSummary.

tHeld)

Integer Int (4) Total held time for the interaction. If the interaction transition to held state is by multiple agents, it will include all held durations.

(Basically it captures the duration of how long the interaction is in held state.)

LineDurationSeconds

(InteractionSummary.

LineDuration)

Integer Int (4) Total time that the line or station resource was in use (initiated time to terminated time). This includes ring time and other non-billable time on line.

DNIS

(InteractionSummary.

DNIS_LocalID)

String NVarchar (50)

DNIS (Dialed Number Identification Service) number as obtained from the telephone network for any inbound call on DNIS enabled lines. See the section above on How Remote Numbers and Names are Determined for more information. This column will be blank for chats.

CallEventLog String NVarchar (2000)

The call event log from the interaction object. This text-based log contains an audit trail

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

of actions performed on the interaction by the CIC system. Entries are made using the Log Message tool step in a handler. In the default CIC system handlers, certain events that happen to an interaction are recorded and date/time stamped in the event log. Customizations may be made to add your own messages to the call event log although this column is limited to accepting a call event log that is no more than 2000 characters long.

Call notes manually entered in an open Interaction Client call window are not saved in this column. See the CallNote column for more information. The information for chats is generally the information entered by the user when they initiate the chat. This information includes name, address, email, and telephone number.

CustomNum1

(InteractionCustom

Attributes)

Integer Int (4) Number reserved for customer customizations.

CustomNum2

(InteractionCustom

Attributes)

Integer Int (4) Number reserved for customer customizations.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

CustomNum3

(InteractionCustom

Attributes)

Integer Int (4) Number reserved for customer customizations.

CustomString1

(InteractionCustom

Attributes)

String Varchar (50)

String reserved for customer customizations.

CustomString2

(InteractionCustom

Attributes)

String Varchar (50)

String reserved for customer customizations.

CustomString3

(InteractionCustom

Attributes)

String Varchar (50)

String reserved for customer customizations.

CustomDateTime1

(InteractionCustom

Attributes)

DateTime DateTime (8)

Date time value reserved for customer use. Null values are not allowed and may be represented by 1970 values.

CustomDateTimeGmt1

(InteractionCustom

Attributes)

DateTime DateTime (8)

Greenwich Mean Time-based date and time value reserved for customer customizations. Null values are not allowed and may be represented by 1970 values.

InteractionType

(InteractionSummary.

MediaType)

Integer Int (4) Code for the Interaction type for this record. 0 = Call Object, 1 = Chat Object, 2 = SMS Object, 4 = Generic Object, 5 = Email object, 6 = Callback object, 7 = Instant Question, 8 = Browser sync, 11 = Monitor Object, 12 = Interaction Recorder object, 21 = Fax Object, 22 =

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

WorkItem, 255= Unknown.

SiteId Integer SmallInt (2)

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

AccountCode String NVarchar (50)

This is the account/billing code assigned to either inbound or outbound interactions. This code is user defined. There are options in Interaction Administrator for setting how account codes will be used.

PurposeCode Integer Int (4) This column is used to track the purpose of the call. This is a system-defined code. It is currently only used for fax objects but will be expanded to include calls made on tie lines.

DispositionCode Integer SmallInt (2)

This code is used track how an interaction ended in the system. This is a system-defined code. This is primarily used for Telephony calls.

CallNote String NVarchar (1024)

This field contains any note manually entered for an interaction in the Interaction Client call notes window. Notes entered that are greater than 1024 characters will be truncated. The information in this field is currently not being

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

used by any default reports in the system.

WrapUpCode String NVarchar(200)

This column is not populated. It is left for legacy reasons or to migrate any legacy wrapup code from previous releases. Since multiple wrapup codes are allowed in 4.0 and later, all the wrapup codes entered for an interaction are captured in the new table called InteractionWrapup, please see the InteractionWrapup table documentation for more detail.

Index Definitions for InteractionSummary Index Name Index

Type Column Name Order

IX_IntxSummary_InitiatedDT clustered

non-unique

InitiatedDateTimeUTC

SiteID

Ascending

Ascending

IX_IntxSummary_LastLocalUserID non-clustered

non-unique

LastLocalUserId Ascending

IX_IntxSummary_StartDT_UTC non-clustered

non-unique

StartDateTimeUTC Ascending

PK_InteractionSummary non-clustered

unique

InteractionIDKey

SiteID

SeqNo

Ascending

Ascending

Ascending

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IX_IntxSummary_MediaType_SiteID non-clustered

non-unique

MediaType

SiteID

INCLUDE(

InteractionIDKey

StartDTOffset

LastLocalNumber

ConnectedDateTimeUTC

PurposeCode

)

Ascending

Ascending

Index Definitions for InteractionCustomAttributes Index Name Index

Type Column Name Order

I3TimestampGMT Clustered I3TimeStampGMT Ascending

PK_InteractionCustomAttributes Non-clustered

Unique

InteractionIDKey

SiteID

SeqNo

Ascending

Ascending

Ascending

IX_IntxCustomAttr_SiteID_IntxIDKey non-clustered

non-unique

SiteID

INCLUDE(

InteractionIDKey

)

Ascending

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Agent Status Data CIC records Agent status changes in the Agent Activity table. The terms State and Status are not the same in the context of the agent status data. The status is one of the components used to determine agent state, such as Agent Available for ACD or On ACD Call, by the ACD subsystem before assigning an ACD Interaction. Currently, the ACD subsystem that manages agents’ ACD state is the only subsystem that does not log data into the table. For example, an agent on an ACD call can change his or her status and the data will be captured in this table. The agent’s ACD state—such as On ACD Call—is not affected when a status is changed.

Other components that do affect an Agent’s ACD State are captured in the table when an agent changes his or her status. Examples of the components that affect an Agent’s ACD State are Agent Login/Logout and Agent status attributes, such as Status Allow ACD Call or ACD Logged In.

The Agent Activity table captures components of Agents’ ACD States during a Status change, not during an ACD State change. As a result, this table should not be used to derive an agent’s current ACD state, as it might not be correct.

The Agent Activity table tracks the following changes, and a new record is generated when one of these conditions change:

· Agent Login/Logout—usually by starting or ending the Client but can also be done manually over the phone.

· Agent Status—such as After call work, Do Not Disturb, and ACD-Agent not answering. This is also known as the StatusKey in the table.

· ACD Login/Logout attribute—when an ACD agent status is selected/unselected. This indicates the attribute of the status string. If the status is configured in Interaction Administrator with Status Allow ACD Calls, the ACD login flag is set to True. Note that this is really not an ACD login into the workgroup if agent activation is used. ACD login is only applicable to individual workgroup queues. This basically indicates agent is entering or leaving from the status which supports ACD interactions.

Data in the Agent Activity table is not interval-based because there is no set duration for each status. Statuses of zero duration will also be generated by some events such as logging into CIC and logging out of CIC in order to help separate these events from other agent status events. For interval- and queue-based agent statistics, see the tAgent statistics in the interval queue data tables.

Agent Activation is Outside of Agent Status

Agents can optionally be activated and deactivated individually in each workgroup queue independent of the agents' status. This feature enables authorized agents, supervisors and administrators to manually activate or deactivate agents from specific ACD workgroup queues, regardless of the agent’s ACD login status or user status. For more information about agent activation, see the section on "Agent Queue Activation History" later in this document.

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Data Source The data source is delayed and event driven by change of user state. The previous state is recorded any time a new state is selected or automatically applied.

Type of information The Type of information includes login indicator, status used, time starting and ending the status, along with the calculated duration in seconds. There are also flags that indicate if the status was an ACD, ACW, or DND status.

Report Types using this data Agent and Agent Supervisor reports show this information in a detail and summary form.

Agent Statuses CIC defines agent statuses as the list of user status messages that you can configure in Interaction Administrator. By default these are:

· ACDAgentNotAnswering

· At a Training Session

· At Lunch

· At Play

· Available

· Available, Follow-Me

· Available, Forward

· Available, No ACD

· Away from desk

· Do Not Disturb

· Follow Up

· Gone Home

· In a Meeting

· On Vacation

· Out of the Office

· Out of Town

· Working At Home

It is possible to add additional custom statuses. The attributes associated with a custom status will determine how the system tracks it in the Agent Activity table.

Any status with the Status allows ACD calls box checked affect the ACD login state. The Available status is the only default agent status that affects ACD login/logout. If you select or deselect Available, it affects the agents ACD login state. This is separate from the Interaction Client login state and the agent activation state.

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CIC also shows agent status changes when monitoring agents that are not shown in the Agent Activity table, as they are not actual changes of user state. These are usually shown as a change in the icon next to the person’s name being monitored. Examples include: On the Phone, Agent Not Logged In, Agent on ACD Call, and Agent on OtherACD Call.

Note that the current state of the agent is not recorded until the user or system time in that state ends. However, time in a state does not incur indefinitely. The individual states of all the agents defined on a system are written out once a day at midnight to avoid having indefinitely long periods associated with a state. 24 hours should be the longest time recorded for a state

Agent Activity Table Most often, CIC adds a new row to this table when an agent state changes. However, it is possible for some of the values that determine the state to change rapidly. In order to preserve the uniqueness of each row, CIC uses a sequence number, SeqNo. This SeqNo preserves the state order when multiple state changes for an agent occur in the same second. This value starts at zero and this is the value that you will see in most cases. If there is more than one state change to be reported in a second, the system increments the value by one for each additional state change reported in that second. This means that records are unique by Site, SubSite, UserId, DateTimeGMT, and SeqNo. Nothing else defines the uniqueness of the row. Changes in other values might cause CIC to output a new row, but only these values define unique rows in the database.

Physical Attributes Log Identifier Log Name Table Name

80 Agent Activity Log AgentActivityLog

Column Definitions Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

UserId String Varchar (50) User identifier of the agent whose status has changed. This is the User ID as defined in Interaction Administrator.

StatusDateTime DateTime DateTime (8) The date/time the agent’s status started.

StatusDateTimeGMT DateTime DateTime (8) StatusDateTime, as previously mentioned, adjusted to Greenwich Mean Time. More accurately, this is "state" Date Time GMT.

ChangedStatus Integer SmallInt (2) Flag indicating that the StatusKey changed in this status as compared to the previous status. 0 = No change, 1 = Changed.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

ChangedStatusGroup Integer SmallInt (2) Flag indicating that the StatusGroup changed in this status as compared to the previous status. 0 = No change, 1 = Changed.

ChangedLoggedIn Integer SmallInt (2) Flag indicating that the agent’s CIC logged in state changed in this state as compared to the previous state. 0 = No change, 1 = Changed.

ChangedAcdLoggedIn Integer SmallInt (2) Flag indicating that the Agent’s ACD logged in state changed in this state as compared to the previous state. 0 = No change, 1 = Changed.

StatusKey String Varchar (50) The status name associated with this state. Agent statuses are defined as the list of user status messages configured in Interaction Administrator. This database value is not localized, because it would be wrong if a customer were using more than one locale on a server. That is why it is a KEY. The value is localized on the report using the multi-locale support for status messages.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

StatusGroup String Varchar (50) The status group of the StatusKey. A status group is any grouping of agent status messages. A status message can only belong to one status group so this value relates directly back to StatusKey.

There are five predefined status groups in CIC: Available, Break, Followup, Training and Unavailable.

Beyond just grouping statuses, status groups provide a way to track specific time in a status as part of the Queue Period statistics information of an agent or distribution queue. See the tStatusGroup columns in the IAgentQueueStats and IWrkgrpQueueStats tables for more information.

It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

LoggedIn Integer SmallInt (2) Flag indicating that the agent was logged in to CIC for this state. 0 = False, 1 = True.

AcdLoggedIn Integer SmallInt (2) Flag indicating that the StatusKey of this status allowed the agent to take ACD interactions. 0 = False, 1 = True.

StatusDnd Integer SmallInt (2) Flag indicating that the StatusKey of this state was a Do Not Disturb status. 0 = False, 1 = True.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

StatusAcw Integer SmallInt (2) Flag indicating that the StatusKey of this state was an After Call Work status. 0 = False, 1 = True.

EndDateTime DateTime DateTime (8) The end date/time of this state. The end of the state is signaled by some change of state that would change one of the values recorded in this log. That could be a change of StatusKey, LoggedIn, AcdLoggedIn, StatusDND or StatusAcw. It is possible that more than one of these was changed, or that only one of these has changed.

EndDateTimeGMT DateTime DateTime (8) EndDateTime (see above) adjusted to Greenwich Mean Time.

StateDuration Integer Int (4) Duration, in seconds, the previous status was active. The agent's current state duration will not be logged until their status has been changed.

SeqNo Integer SmallInt (2) Sequencing number to preserve the status change order when status changes for a user occurred in the same second. This value starts at zero and zero is the value that will be seen in most cases. If there is more than one status change to be reported in a second, the value will be incremented by one for each additional status change reported in that second.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date and time when record was sent to the IC Logging server for insertion into the database.

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Column Name (Bold=Indexed)

IC Data Type

Output Data Type (Size) Description

SiteId Integer SmallInt (2) Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

SubSiteId Integer SmallInt (2) Currently not used. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique

I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IEAgentActivityLog Non-clustered UserId Ascending

SiteId Ascending

SubSiteId Ascending

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Interval Queue Data This category of data includes the IAgentQueueStats, IWrkgrpQueueStats and IStatsGroup views. These views contain interval-based summary records that represent the activity that occurred for queues or queue-like objects in CIC. Distribution queues, custom statistics groups (or STIDs), and agents/users all represent types of queues in CIC. The values CIC collects for these queues include standard ACD management values such as:

· Counts of interactions that entered the queue

· Answered and abandoned counts

· Interactions that flow out

· Interactions that span the intervals

CIC also tracks most events that trigger counts regarding the time until the event occurred: tracking the total time to answer, abandon, or flow out.

Other examples include:

· Time spent on interactions.

· The time interactions spent on hold at an agent.

· Time spent in an ACW (or After Call Work) state associated with an interaction.

Data Source The system writes Interval data for agents, distribution queues, and statistics groups to the views using automated logging functions within StatServer. The output values can be customized in Interaction Administrator.

Type of information The type of Interval Queue Data information includes counts of interaction entry, answer, abandon, or flow out, and it includes counts of the time taken to answer, abandon, or flow out. Time on interactions, time interactions spent on hold with an agent, and time agents spent in after call work (ACW) are included, as well. In the case of agent and distribution queues, it includes the staffing times for agents and time the agents were in particular states relative to the interval.

Report Types using this data Agent performance queue and DNIS categories use Interval Queue data. This includes all of the Queue Period Statistics reports.

Intervals The Interval Queue Data views are interval-based, meaning that, rather than writing a record for every event, CIC stores totals for the events in memory for a period of time known as the interval. At the end of the interval, the system writes a summary record for all the events that occurred during the interval for an interaction, to the views. We often refer to this interval as the Queue Period

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Statistics (QPS) interval. For more information on setting the interval and other details of the Queue Period Statistics process, see Appendix B.

Comparing Queue Data When you are trying to compare the data stored in the Interval Queue Data views, it is easy to be confused by the relationships that the various types of queues have to each other, and how this affects the data stored in the views. In addition, the meaning of many of the similarly named columns might be different relative to the level of queue assignment that each table represents.

Interval Queue Data Views

Data View Purpose

IAgentQueueStats Stores information gathered for agent/user queues.

IWrkgrpQueueStats Stores information gathered for distribution queues.

IStatsGroup Stores information gathered for statistics groups.

Model of hierarchy

A simple model of the queue hierarchy is:

Statistics Groups, which can contain distribution queues, which can contain agent/user queues.

In particular, it is important for you to understand the relationship that an agent/user queue has with any distribution queue of which the agent is a member. Agent/user queues are on a different queue level from distribution queues. When the system assigns interactions to a distribution queue and then goes through the ACD agent assignment process, the system also assigns them to agent/user queues in order to be answered. In this regard, you can say that agent/user queues are a sub-level of distribution queues. Although it appears that CIC assigns the interaction to only one queue, the distribution queue, it is actually assigning the interaction to two queues, with the addition of the agent/user queue assignment, before being answered. The statistics in the views show the effect of these assignments. For instance, you can only count an interaction as answered once relative to each queue assignment. This means that if an agent takes a distribution queue interaction that has already been answered once by another agent in the distribution queue, CIC re-assigns that interaction to the other agent/user queue. Because the interaction has not left the distribution queue, CIC does not re-assign it at the distribution queue level. The interaction maintains its current assignment at the distribution queue level, and even though the interaction is answered again by a different agent, it is not answered again by the distribution queue.

An example of a common mistake arising out of not understanding these queue level assignments happens when one compares the nAnsweredACD count of a distribution queue with the sum of the nAnsweredACD counts of all the agents who are members of the distribution queues. You can only do this by comparing the IwrkgrpQueueStats view-based Distribution Queue Performance

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reports with the IagentQueueStats view-based Agent Performance reports. Customers often report that they see a discrepancy in the total number of interactions answered by the distribution queue, because the total number of answered interactions in the Agent Performance reports often appear higher than the total seen in the Distribution Queue Performance reports. However, the discrepancy is due to the difference in the type of queue each report is reporting. Distribution Queue Performance reports are based on interactions handled by distribution queues. Agent Performance reports are based on interactions handled by Agent/User queues.

When an agent first answers a distribution queue interaction, CIC counts the interaction towards the distribution queue’s answered interaction total AND the agent’s queue answered interaction total. However, if the agent then transfers the interaction to another agent, who is also a member of the same queue, CIC does not count the interaction again towards the distribution queue’s answered interaction total, but it does count it towards the second agent’s answered interaction total. Same interaction, two different agents, equals one interaction for the distribution queue and one interaction for each agent queue. If you try to add up the total of all interactions answered by agent queues, hopefully you can see that this total might not match the total number of interactions answered by the distribution queue.

The only way you can get the same interaction to be counted as answered multiple times for a distribution queue would be to transfer the interaction out of the queue in a way that allows it to be reassigned to the distribution queue. Another way of saying this is that CIC only counts an interaction as answered once relative to a queue assignment. This rule applies to all types of queues: distribution queues, agent/user queues, and the special statistic identifier queues.

Report Groups Report groups provide a way to sub-group interactions associated with a queue. You can use them to separate interactions based on, for example, DNIS or skills. A report group is simply an attribute of an interaction that CIC assigns to the interaction before placing it in a queue, either by the system automatically or by a handler using the Assign Report Group tool. You cannot change the report group of an interaction while it is in a queue. In the Interval Queue Data views, agent queues, based on agent membership, automatically generate one report group row per interval for each distribution queue. Distribution queues generate a row for each custom report group assigned to the interaction entering the queue. A special "*" or summary report group represents the sum of all activity for the agent or distribution queue in the interval based on the cType hierarchy implemented. There will be a "*" row for every level of hierarchy. See Record Type Hierarchy later in this document for more information.

Record Type Hierarchy The Interval Queue Data views (IAgentQueueStats, IStatsGroup, and IWrkgrpQueueStats) contain two columns, cHKey3, and cHKey4, to expand the number of possible record types that the system stores in these views. This record type hierarchy structure allows for reporting by up to four levels of

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information. An example is, a report that groups interactions by agent, distribution queue, interaction type, and wrap up code.

The cName, cReportGroup, cHKey3, and cHKey4 columns form a flexible four-part key that uniquely defines each row within the record type hierarchy. The elements in the key form a hierarchy of record type values from the most significant to the least significant identifier. Although this hierarchy key uniquely defines the row for the purposes of the hierarchy, a unique indexed row in the view requires the additions of the SiteId, SubSiteId, dIntervalStart and I3TimeStampGMT values.

cType remains as the type of queue (agent/user, distribution queue, and statistics group) and defines the overall hierarchy. For this reason, we often refer to the hierarchy as the cType hierarchy. cName is the first level of the cType hierarchy and the system uses it to store the name of the agent, distribution queue, or statistics group associated with the record. cReportGroup is the second level of the cType hierarchy and the type of value the system stores changes, depending on the view. cHKey3 is the third member and cHKey4 is the fourth member of the key and the type of value the system stores in these columns also changes, depending on the view. For information on how you can use the cType hierarchy for each queue type, see the examples under each Interval Queue Data view description.

The cReportGroup column uses a single asterisk (*) to represent all interactions for the cName, providing a summary group. This is consistent with other views, such as ILineGroupStats, and it enables easier localization.

There is a "-", or unspecified output row that CIC usually uses for tracking interactions that do not have any report group assigned. These unspecified "-" rows only appear when you must log a child in the hierarchy, but there is no specific value for the parent. An example is logging an interaction type without setting any report group. The keys would have to be “Distribution queue”, "-", “Interaction Object”, and similar values.

By default, CIC does not log interaction types in logs 110, 111 and 112 unless you specify the system to do so. Interaction types are logged automatically in log 10. To activate the logging of data by the interaction type, from Interaction Administrator open the Server Configuration dialog. On the Report Configuration page, select the Generate Media Type Reporting data check box.

When you activate the data collection, the hierarchies are as follows:

· A = UserId / Distribution Queue / Report Group / Interaction Type

· W = Distribution Queue / Report Group / Interaction Type

· S = STID / Report Group / Interaction Type

When you do not activate the data collection, the hierarchies are as follows:

· A = UserId / Distribution Queue / Report Group

· W = Distribution Queue / Report Group

· S = STID / Report Group

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Interaction Types

Interaction types include the following possible values:

0 = Calls

1 = Web chats

4 = Generic object

5 = Email object

6 = Callback object

7 = Instant Question

8 = Browser sync

9 = Dual Form web interaction

10 = Interaction Web session

11 = Monitor object

12 = Interaction Recorder object

13 = SMS object

How an Interaction becomes an ACD Interaction You should note that the Interval Queue Data views include columns of ACD and non-ACD data, and sometimes the difference is subtle or difficult for you to determine. What distinguishes an ACD interaction from a non-ACD interaction is whether the ACD tools in a handler acts on the interaction. For example, an interaction that the system transfers directly to an agent rather than to a queue would be a non-ACD interaction. Interactions that CIC does not distribute via the ACD tools can still appear on ACD distribution queues, so it is possible for you to have both ACD and non-ACD values relative to these queues. For the most part, CIC stores data for interactions that are explicitly ACD interactions in columns. The names of these columns in the views include ACD as a suffix, or as a portion of the name. CIC places data for non-ACD related interactions under either the ALL group row totals or stores the data in columns in the views where the name does NOT include ACD as a suffix, or as a portion of the name. It is possible, however, for CIC to store ACD related data for interactions in columns that do not include the ACD suffix, or ACD as a portion of the name.

Here is a comparison between two columns that appear to be the same, nAnswered and nAnsweredAcd. The column nAnswered includes ACD and non-ACD interactions that were answered, whereas nAnsweredACD includes only ACD interactions that were answered.

The columns tAgentLoggedIn and tAgentAvailable are examples of columns that do not include ACD in their name because the columns relate specifically to the agent and not the interaction type.

The column tAcw is an example of a value that is typically related to ACD interactions because it is time accumulated in an After Call Work state that usually happens after an ACD interaction, but it does not have to be after an ACD interaction. Because of this ambiguity, we do not include ACD in its name.

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tAgent Values CIC collects Agent staffing or availability values, relative to the queue and interval, also in the IAgentQueueStats and IWrkgrpQueueStats views. These values can include:

· Time logged in to the queue during the interval.

· Time available during the interval to take an ACD interaction.

· Time spent in various other states or statuses associated with the queue by interval.

We consider most of the tAgent columns to be agent-staffing statistics because you can use them to track or forecast—usually using third-party workforce scheduling software—agent staffing levels. The agent’s state, which is the sum of all ACD activity, interaction activity, and logged-in state rolled up together, is the only thing that controls these numbers. The interactions agents place or receive help determine the agent state, but these interactions do not directly determine the values in the tAgent statistics. Rather it is the ACD system and other parts of the system that determine if the agent is available. Note that the tAgent values cannot be compared to the information CIC stores in the Agent Activity Table, except in very simple environments.

For non-interval-based agent state data, see the section on "Agent Activity Table," earlier in this document.

Views Breakdown The interval queue data with this version has been made into views consisting of two or more underlying tables. This section generally describes the views but for specifics breakdown, each of the view is described in greater detail in the corresponding section below. The presence of the views is meant that the implementation of the underlying data structure is hidden from the users. Please note that the following discussion is not a pre-requisite for understanding the CIC Data Dictionary concept.

The breakdown of interval queue data achieves two optimizations. The first optimization is that the string-intensive record hierarchy (or simply keys) does not get repeated for every interval period. Instead, these keys get translated into a numerical identifier. The second optimization comes from the benefit of not having to insert an interval queue data row to represent single dimensional status related statistics (or simply status related statistics) while leaving the other statistics filled with zero’s.

Some status related statistics are not broken down to the level of granularity that the combination of keys represents. For example, the statistics tAgentLoggedIn for a given agent (that is, a row in IAgentQueueStats view), is defined as:

“The time, in seconds, that the agent was logged in to the client.“

Consider that this time applies irrespective of the distribution queue that the agent belongs to (or cReportGroup) or which media type that the agent performs (or cHKey4 in IAgentQueueStats view when media type reporting is enabled). Stated differently, one can either be logged in, and thus logged in onto all of the workgroups he or she belongs to or not.

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Please note that not all tAgent* statistics always apply to this rule. Moreover, a status related statistics in one particular interval queue data may not automatically make it so on other interval queue data. Consider the statistics tAgentAcdLoggedIn. It is defined as:

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. By default, only the Available status has this box checked. All three conditions must be met to count toward tAgentAcdLoggedIn time. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls.

This statistic can be used to track Idle Time.

Since the statistics is defined per distribution queue, the statistics indeed contains more than one dimension for IAgentQueueStats interval queue data. This includes the agent and the distribution queue the agent belongs to. The same statistics however, is considered as a status related statistics in IWrkGrpQueueStats. That is, the statistics is not broken down to which media type or skills that the distribution queue was associated with.

This rule of the breakdown applies to the IAgentQueueStats and IWrkgrpQueueStats. For these interval queue data, those statistics that contains only a single dimension belong to the Status table while those statistics that does cut across more than one dimension go to Statistics table. IStatsGroup contains no status related statistics and so there is no corresponding status table for this interval queue data.

The views introduction also includes a new set of tables that are common across the interval queue data views. These periphery tables are best described with the following figure:

Interval Queue Periphery Tables

Table Purpose

StatDimensions Stores the relationship between the report hierarchies and a unique identifier DimensionSet.

StatProfile Stores the relationship DimensionSet and time, dIntervalStart into a unique identifier StatisticsSet. As dIntervalStart continues to increase, StatisticsSet will do as well. About 4 billion unique identifier can exists at the same time before requiring the table to be purged.

DQConfig Stores historical configuration settings for service level and reference them as ConfigurationSet. The system re-uses the ConfigurationSet should the settings remain unchanged.

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Delayed Interactions that Span an Interval Because the Interval Queue Data views consist of records that show the sum of interaction activity for an interval, you might wonder what happens to interactions that span the interval. An example of a spanned interaction, also known as a delayed interaction, is an interaction that enters the ACD queue in the first interval, but is not answered until the second interval. This interaction shows up in the nEnteredAcd column of interval 1, but does not show up in the nAnsweredAcd column of interval 1. However, in interval 2 it registers in nAnsweredAcd, but not nEnteredAcd.

Since nEnteredAcd includes interactions where the system has not yet determined the end condition (any of the delayed interactions might be answered or might be abandon in the next interval), you need to count Total Answered (nAnsweredAcd) + Total Abandon (nAbandonedAcd) + Total Overflow (nFlowOutAcd) to get a count of the total number of interactions handled in an interval. This formula is better than nEnteredAcd alone because it removes the ambiguity of the delayed interactions.

The effect of delayed interactions is less severe in summary reports that include multiple intervals, such as a summary report for an entire day, unless your site handles interactions 24 hours a day.

Abandons Abandoned queue interactions occur on a distribution queue when a queue interaction disconnects before it enters a Client_Connected state (that is, an agent or user picks it up). In the Queue Period Statistics reports, abandons are the number of ACD related queue interactions that abandoned the queue during the interval.

Abandons include:

· Disconnects before the queue interaction is connected to a user or agent. This only includes remote disconnects. CIC has special processing to count local disconnects as answered, then disconnected.

· Interactions that go to a Voice mail box assigned to the ACD. To the ACD system, they are simply seen as queue interactions that disconnect while on the workgroup queue. To avoid having voice mail interactions count as abandons you must first transfer the interaction out of the queue. This is usually to a specially-setup, voice-mail-only queue. Voice mail interactions will then show up as flow outs rather than abandons.

· Interactions that go to a voice mail box assigned to the user/agent queue where the agent never answers the interaction.

· Interactions in the queue that might—or might not—be waiting for an agent that eventually remote disconnect without ever speaking to an agent. An example would be a caller listening to an IVR, and hangs up.

· Queue interactions that transfer from one workgroup queue to another workgroup queue, where no agent ever answers the queue interaction in the first workgroup queue, will not show up as abandons. They will only show as flow outs.

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Flow Outs CIC defines flow outs as queue interactions that are removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to leave the queue and not reach an inactive state—a flow out—is a queue interaction that is transferred. A transferred interaction is an interaction that is moved to another distribution queue or user queue by anything other than the ACD subsystem. This includes queue interactions that transfer from one distribution queue to another distribution queue, whether or not an agent answers the queue interaction in the first distribution queue. A user can transfer an interaction manually, or a system handler can transfer an interaction automatically.

Other reasons for flow outs:

· If an Agent grabs an interaction from a queue, and the agent is not a member of that workgroup, CIC considers the interaction as a flow out. If an Agent grabs an interaction from a workgroup queue, and the agent is a member of that workgroup, the interaction is counted as Answered. Note that ACD interactions waiting for an agent are not owned by any agent until the ACD subsystem assigns the interaction to an agent.

· When looking at agent queue data, an agent that did not answer a queue interaction (which then went to the next available agent) will show the queue interaction as a flow out on their user queue. This type of interaction also counts towards the nNotAnsweredAcd statistic on their user queue.

· Another possible reason for a flow out to occur is from hunt group alerts. A multiple alert for hunt group places the same interaction on multiple user/agent queues. CIC considers the interaction a flow out in each of the user queues where the users do not answer. This means a large number of flow outs can be generated for each member of the hunt group when using this type of interaction routing. Note that these flow outs would not appear on the distribution queue statistics of the queue that is setup as a hunt group.

Interactions that CIC does not consider flow outs:

· ACD interactions that go to voice mail, unless they are transferred to another queue first.

· An abandon interaction is never counted as a flow out, because when a queue interaction abandons, the system marks it inactive and removes it from the queue.

· Queue interactions that span one of the Queue Period Statistics intervals are not removed from the queue, so CIC does not consider them flow outs. You can determine how many interactions spanned a given interval by looking at the combination of WaitAlertAcdQueue, ActiveAcdQueue, and HeldAcdQueue interactions, with the start or end prefix added so you can look at it from either the previous or current interval.

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Grabbed and Transferred Interaction Counts The value for flow outs on ACD queues is primarily made up of transferred and grabbed interactions. However, the individual statistics for grabbed interactions and transferred interactions are not currently very exact. CIC still stores values in the database for these events but you should not consider them reliable. The statistic for flow outs is reliable, however you cannot break it down to show how many flow out interactions are the result of grabs or transfers.

There are various ways you can avoid grabbing interactions. You can add the users that are grabbing the interactions to the queue, and then assign skills to the interaction and the users so these new users are the last ones the system assigns the interactions. By doing this, you avoid the problem of tracking interactions that are grabbed, by reducing or eliminating grabs.

Conference Calls and Transferred Interactions CIC tracks the number of interactions that are transferred within the distribution queue. CIC considers an ACD interaction transferred between agents within the same group as counting towards the agent’s answered total, but does not count these transfers towards the overall ACD queue total for answered interactions.

This is not because CIC does not know the source. CIC does this by design because it is not correct to count the call as entering the distribution queue more than once, when it clearly does not. The call never leaves the distribution queue when it is transferred between agents, and as far as a manager is concerned, the distribution queue has only received one call. Since the distribution queue only received one call, CIC does not count multiple answers of the call or the counts will not balance.

CIC never again counts an interaction as answered within the ACD distribution queue, even if it is transferred to another agent, once an interaction reaches a Client_Connected state in that ACD distribution queue. An interaction transferred directly to an agent rather than to a queue is a non-ACD interaction.

For conference calls, the system treats the original call as an ACD interaction, but the conference call, unless an agent makes it directly to an ACD queue, is a direct call to an extension or an external number and is treated as such. If another agent in the queue joins the conference, CIC considers it a non-ACD interaction for the agent. A call is only an ACD interaction if it ACD tools in a handler have manipulated it. If the original agent drops out, it does not change the call status. The call remains an ACD interaction. The original agent who answered the call gets all of the ACD statistics related to the call. The call is a non-ACD interaction for everyone else on the conference call.

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Call Direction Counters CIC counts consult transfers as nInternToInternCalls for the agent that places the consult interaction. The same is true for conference calls. The view column nInternToInternCalls shows up on some of the reports as NonAcdInbound with the addition of nExternToInternCalls. Because of this, CIC calculates the statistic for NonAcdInboundCalls from two values in the SQL views, nExternToInternCalls and nInternToInternCalls on some of the Distribution Queue Performance reports, The view column NonAcdInboundCalls include internal interactions, not just external interactions. Note that internal inbound interactions include all internal to internal calls, whether the agent placed or received the interaction. CIC currently has no way of determining the direction of internal interactions, so we include outbound internal to internal interactions.

Service Levels The Service Level statistics in the Interval Queue Data views are based on the number of interactions answered within the specified number of seconds by the queue. The service level concept has been drastically improved in this version. The first improvement is to have the settings to be configurable per workgroup and media type. In addition to that, the number of service level distribution bucket is no longer limited to six. The second improvement is the inclusion of these configurable settings historically in the database for each of the corresponding statistics. And last but not least, a new concept of service level target statistics are introduced.

Service Level settings can be configured in Interaction Administration under each of the corresponding workgroup container. These settings will eventually make it to the database on the corresponding queue period statistics views. The settings will be stored in a string database field in the following XML format:

<?xml version="1.0" encoding="utf-8"?> <VALUES> <VALUE ID="[ID#]">[VALUE]</VALUE> <VALUE ID="[ID#]">[VALUE]</VALUE>

… </VALUES>

Where [ID#] is the numeric identifier starting with 1 and [VALUE] is the number of seconds that the bucket would include up to, inclusively.

As the queue period statistics summarizes statistics across workgroups and media types, not every row would have the service level stored. On these summary rows, the bucket index are considered equivalent even when the settings are not. Stated differently, the row Marketing and “*” media type first bucket represent the first bucket for all of its underlying media types regardless of their settings.

As statistics group period have no workgroup and media type association, the service level configuration for those type of data will continue to be defined globally. The setting for QueuePeriodStatisticsServiceThresholds will continue to be a list of queue service level thresholds consisting of an increasing sequence of seconds separated by commas. For example, "10,20,30,40,50,60" indicates service level thresholds set at 10, 20, 30, 40, 50, and 60 seconds.

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This is the default setting for CIC. Several of the standard reports also depend on this default setting.

Changes to any of the service level settings will not take effect until the next queue period interval (default at 30 minutes). This is to avoid having a queue period interval with multiple service level settings. This guarantees that the service level configuration stored for a given queue period row truly reflects by the statistics represented.

More than six distribution buckets can be configured without the use of the custom fields. The additional buckets or the overflow buckets are stored in a separate table that can be easily accessed with the use of some provided views. Though it is possible to configure the settings with onerous buckets, it is not recommended. Much processing will be incur on these buckets as call activities may impact a number of buckets at the same time. Also, the views are limited to pull the first fourteen buckets including the first six buckets though any additional buckets will be logged to the database. Please refer to the corresponding sections below for details on them.

The concept of service level target is introduced with this release. The target is simply another service level distribution bucket but it is meant to represent a binary outcome: whether the call made it inside the target or not. Similar to the distribution settings, the target setting gets historically stored in the database under its own field.

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Queue Period Statistics Interval Periphery Tables

StatDimensions The StatDimensions table stores the relationship between the report hierarchies set and a unique identifier field called DimensionSet. The system reuses the DimensionSet value for identical report hierarchies set. Note that since time is not part of the report hierarchies set, the number of records in this table should be relatively manageable.

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

DimensionSet (PK1) Integer Int (4) The unique identifier referencing a set of report hierarchies.

cType String Char (1) Type of Queue statistics data.

Value Description

A Agent

W Workgroup

S Statistics Group

cDimension1 (I1) String NVarchar (50) First dimension. The possible values depend on the type of data. Please refer to each of the queue period data.

cDimension2 (I1) String NVarchar (50) Second dimension.

cDimension3 (I1) String NVarchar (50) Third dimension.

cDimension4 (I1) String NVarchar (50) Fourth dimension.

SummDimensionSet Integer Int (4) The DimensionSet identifier referencing the summary hierarchy for this row where cDimension2, cDimension3, and cDimension4 all equal ‘*’ for a given value in cDimension1.

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Index Definitions Index ID, Name Index Type Column Name Order

PK1, PK_StatDim_DimSet

Clustered Primary Key

DimensionSet Ascending

I1, SD_CDim1Covering

Non-clustered unique cDimension1 Ascending

cDimension2 Ascending

cDimension3 Ascending

cDimension4 Ascending

StatProfile As StatDimension table defines the what statistics, StatProfile defines the when. Each DimensionSet identifier combined with the dIntervalStart column in this table make up into another uniquely identifier field called StatisticsSet. This field can thus be used to identify all of the dimensions of any given queue period statistics.

As time always progresses in any of the queue period statistics views, the StatisticsSet is thus continue to be increasing. Because of this, a substantially large value ranges is made available. Over 4 billion records (and twice of that in an Oracle environment) can exist before the identifier wraps around. Even in the most strenuous system combine with the longest retention time for the queue period statistics data, the number of records in any given type of queue period statistics is expected to never reach this maximum count.

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

StatisticsSet (PK1) Integer Int (4) A unique identifier referencing this row.

DimensionSet (I2, I3) Integer Int (4) The report hierarchies set that the above StatisticsSet represents. This identifier can be translated back to the report hierarchies set using StatDimensions table.

dIntervalStart (I2, I3) DateTime DateTime (8) Starting date/time of the interval based on the local time that the physical IC server resides that the above StatisticsSet

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

represents. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times may be visible in the reports. See Appendix B for more information.

I3TimeStampGMT (I1, I2) (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

SiteId (I1, I2, I3) Integer SmallInt (2) Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

nDuration Integer Int (4) The duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non-standard length.

dIntervalStartUTC DateTime DateTime (8) Holds dIntervalStart time UTC.

ConfigurationSet Integer Int (4) The unique identifier representing the service level configuration settings

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

when this statistics was tabulated.

SchemaMajorVersion Integer TinyInt (1) The major version that this row was written in. This is meant to distinguish migrated and native data.

SchemaMinorVersion Integer TinyInt (1) The minor version that this row was written in. This is meant to distinguish migrated and native data.

Index Definitions Index ID, Name Index Type Column Name Order

PK1, PK_StatProfile Clustered Primary Key

StatisticsSet Ascending

I1, SP[RO]_I3TimSit Non-Clustered, Non-Unique

I3TimeStampGMT Ascending

SiteId Ascending

I2, SP[RO]_DimSetCovering

Non-Clustered, Unique

DimensionSet Ascending

dIntervalStart Ascending

I3TimeStampGMT Ascending

SiteId Ascending

I3, SP[RO]_dIntCovering

Non-Clustered, Non-Unique

dIntervalStart Ascending

DimensionSet Ascending

SiteId Ascending

DQConfig Service Level statistics depend on the definition that was in effect at the time the statistics was being gathered. Relying on IA for historical service level configuration settings may not provide an accurate picture what the service level statistics represented because the configuration might have been changed. Because of this need, the service level configuration settings are included with the underlying statistics so that the historical settings can be maintained.

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For every distinct service level configuration settings, a unique identifier is introduced and is maintained in this table. The identifier is referred as ConfigurationSet. As only distinct settings make it to this table, the size of this table is expected be small.

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

ConfigurationSet (PK1) Integer Int (4) The unique identifier referencing this service level configuration settings.

dIntervalStart DateTime DateTime (8) The UTC time that this service level configuration was introduced.

nServiceLevel Integer Int (4) First dimension. The possible values depend on the type of data. Please refer to each of the queue period data.

Index Definitions Index ID, Name Index Type Column Name Order

PK1, PK_DQConfig Clustered Primary Key

ConfigurationSet Ascending

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Agent Queue Period Statistics Interval View In CIC, all Agent/Users have their own User Queue that is responsible for presenting interactions directed to the agent/user. Interactions on the user queue appear in the My Interactions box on the Interactions page of the Interaction Client. The Agent Queue Statistics Interval view (IAgentQueueStats) contains the interval interaction statistics associated with the Agent/Users User Queue. For more information on agent state and status reporting unrelated to the QPS interval, see the "Agent Activity Table" section earlier in this document.

StatServer’s automated logging inserts data into the underlying tables that get consolidated into a view. In addition to the periphery tables described in greater detail earlier in the document, the agent queue statistics view uses two underlying tables: AgentStatistics and AgentStatus. The system can generate multiple records for each agent during the same interval.

CIC adds new records as:

· One for each distribution queue the agent is a member of.

· One record for the special "*" or summary report group that represents the sum of all interaction activity for the Agent during the interval.

· One for each custom report group, if any, assigned to interactions that are handled by the agent.

You might notice that some of the columns present in the Agent Queue Statistics view are not used. This is due to the initial design for CIC reporting views in earlier product versions. The columns remain to minimize the changes and lessen the impact on custom reports. For example, there are service level columns for agents, but we do not use them often since service level is usually not meaningful relative to a user queue.

This view is structurally similar to IWrkgrpQueueStats and contains tAgent values. For more information on comparing interval queue data, see the section on "Interval Queue Data" earlier in the document.

Note Duplicate data might be noticed during the end of Daylight Saving Time (DST) or during a dual primary switchover. To resolve issues with duplicate data, use the IAgentQueueStats_NoDups view for your query.

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Important Note

The statistics from tAgent* columns are based on Agents' status changes and interaction state changes. Other ACD statistics from columns such as tExternToInternCalls, tExterntoInternACDcalls, and tTalkACD, are based only on interaction state changes. When reporting on Agent statistics, columns that contain only interaction state changes will not always match to tAgent* columns that contain interaction state changes and status changes. For Agent calculations, use ACD statistics from columns based only on interaction state changes and not on statistics from tAgent* columns.

cType Hierarchy The Agent Queue Statistics Interval log normally only contains data defined for the cType = ‘A’ hierarchy. This hierarchy is defined by the following attributes associated with an interaction—in order— ‘Agent’|‘Distribution Queue’ | ‘Report Group’ | ‘Interaction Type’.

This would mean for cType = ‘A’, that cName is the user or agent taking the interaction. cReportGroup is the system-assigned distribution queue name. cHKey3 is a report group that CIC assigns to an interaction and cHKey4 is the Interaction Type. The single asterisk, "*", in a column represents that this record applies to the ALL or the summary group of the previous column. The single dash, "-", in a column represent a null or blank value for the column. For more information, see the Record Type Hierarchy section in the Interval Queue Data summary.

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Examples of values: cType cName cReportGroup cHKey3 cHKey4 Explanation

A Agent1 * * * Agent1 summary

A Agent 1 Queue 1 * * User1 by Queue1 summary

A Agent 1 - - Call User1 without report group, but subdivided by interaction media type.

A Agent 1 Queue 1 - Email User1 by Queue1 without report group, but sub-divided by email interaction type.

A Agent 1 Queue 2 - Chat User1 by Queue2 without report group, but subdivided by chat interaction type.

A Agent 2 Queue 2 * * User2 by Queue2 summary

A Agent 2 Queue 2 DNIS-4444 * User2 by Queue2 and report group, DNIS-4444, summary

A Agent 2 Queue 2 DNIS-4444 Call User2 by Queue2 and report group, DNIS-4444, and call interaction type

Physical Attributes Log Identifier Log Name View Name

110 Agent Queue Statistics Interval Log IAgentQueueStats

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Column Definitions Column Name IC Data

Type SQL Data Type (Size)

Description

StatisticsSet Integer Int (4) A unique identifier representing this row.

cName String NVarchar (50) Name of the Agent/User queue that originated these statistics.

cReportGroup String NVarchar (50) Subgroup for cName. Agent/User queues automatically have a report group for each distribution queue that they are a member of. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that may be assigned to interactions that the agent handles are also automatically added to the records associated with the cName.

cType String Char (1) Type of Queue statistics data. In the case of the Agent Queue Statistics Interval view, an A will be entered to signify the type is Agent/User.

dIntervalStart DateTime DateTime (8) Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not

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Column Name IC Data Type

SQL Data Type (Size)

Description

be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times may be visible in the reports. See Appendix B for more information.

dIntervalStartUTC DateTime DateTime (8) Holds dIntervalStart time UTC.

nDuration Integer Int (4) The duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

nEnteredAcd Integer Int (4) The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval.

nAbandonedAcd Integer Int (4) The number of ACD related queue interactions that abandoned this queue during the interval. See the section above for more information

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Column Name IC Data Type

SQL Data Type (Size)

Description

on abandons. Interactions that transfer from one distribution queue to another distribution queue, where no agent ever answers the interaction in the first distribution queue, will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd.

nGrabbedAcd Integer Int (4) This value is not currently supported.

nLocalDisconnectAcd Integer Int (4) Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

nLocalDisconnectAgentAlertAcd Integer Int (4) The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

nLocalDisconnectAgentAcd Integer Int (4) The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

nAlertedAcd Integer Int (4) Number of ACD related queue interactions that were in an Alerting state while in this queue Note that interactions

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Column Name IC Data Type

SQL Data Type (Size)

Description

which transition to Alerting more than once are only counted once.

nAnsweredAcd Integer Int (4) Number of ACD related queue interactions that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. This number can exceed nEnteredACD for the agent’s queue because interactions can enter the queue in the previous interval and then be answered in the current interval. Interactions are only answered once relative to the agent queue assignment.

nAnswered Integer Int (4) Number of all interactions—ACD and non-ACD—that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. See nAnsweredAcd for more information.

nAcdSvcLvl Integer Int (4) Number of seconds in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1for more info.

nAnsweredAcdSvcLvl Integer Int (4) The number of ACD interactions answered in the target service

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Column Name IC Data Type

SQL Data Type (Size)

Description

level. This column does not usually apply for agents.

nAnsweredAcdSvcLvl1 Integer Int (4) The number of ACD interactions answered in the first service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section above.

nAnsweredAcdSvcLvl2 Integer Int (4) The number of ACD interactions answered in the second service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAnsweredAcdSvcLvl3 Integer Int (4) The number of ACD interactions answered in the third service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAnsweredAcdSvcLvl4 Integer Int (4) The number of ACD interactions answered in the fourth service

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Column Name IC Data Type

SQL Data Type (Size)

Description

level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAnsweredAcdSvcLvl5 Integer Int (4) The number of ACD interactions answered in the fifth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAnsweredAcdSvcLvl6 Integer Int (4) The number of ACD interactions answered in the sixth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAbandonAcdSvcLvl Integer Int (4) The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

nAbandonAcdSvcLvl1 Integer Int (4) The number of ACD interactions abandoned in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAbandonAcdSvcLvl2 Integer Int (4) The number of ACD interactions abandoned in the second service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAbandonAcdSvcLvl3 Integer Int (4) The number of ACD interactions abandoned in the third service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAbandonAcdSvcLvl4 Integer Int (4) The number of ACD interactions abandoned in the fourth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAbandonAcdSvcLvl5 Integer Int (4) The number of ACD interactions abandoned in the fifth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

nAbandonAcdSvcLvl6 Integer Int (4) The number of ACD interactions abandoned in the sixth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

tGrabbedAcd Integer Int (4) This value is not currently supported.

tAnsweredAcd Integer Int (4) The sum of the time in seconds of all ACD interactions that were in queue before entering a Client_Connected state.

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Column Name IC Data Type

SQL Data Type (Size)

Description

mtAnsweredAcd Integer Int (4) The maximum time in seconds that an interaction was in the queue before entering a Client_Connected state.

tAbandonedAcd Integer Int (4) The sum of the time in seconds all abandoned ACD interactions were in queue before they abandoned.

tTalkAcd Integer Int (4) The sum of the time, in seconds, all ACD interactions spent from when they first entered a Client_Connected state until the time the ACD interactions went inactive or flowed out of the queue.

It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval.

Interactions might have entered the queue in the previous interval. It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nHoldAcd Integer Int (4) Number of ACD interactions that were placed on hold while in this queue.

tHoldAcd Integer Int (4) The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

nSuspendedAcd Integer Int (4) For future changes.

tSuspendedAcd Integer Int (4) For future changes.

nHeldSpanAcd Integer Int (4) For future changes.

tAcw Integer Int (4) The sum of the time, in seconds, the agent spent in an After Call Work status, also known as wrap up time. The count starts when an interaction goes inactive, usually due to a local or remote disconnect, and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any

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Column Name IC Data Type

SQL Data Type (Size)

Description

other workgroup, media type, or skill associated rows.

nExternToInternCalls Integer Int (4) Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

nExternToInternAcdCalls Integer Int (4) Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

nInternToExternCalls Integer Int (4) Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nInternToExternAcdCalls Integer Int (4) Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

nInternToInternCalls Integer Int (4) Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

nInternToInternAcdCalls Integer Int (4) Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

tExternToInternCalls Integer Int (4) Sum of seconds for all interactions from external locations to internal extensions.

tExternToInternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from

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Column Name IC Data Type

SQL Data Type (Size)

Description

external locations to internal extensions.

tInternToExternCalls Integer Int (4) Sum of seconds for all interactions from internal extensions to external locations.

tInternToExternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from internal extensions to external locations.

tInternToInternCalls Integer Int (4) Sum of seconds for all interactions from internal extensions to internal extensions.

tInternToInternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

nAcwCalls Integer Int (4) Number of outbound interactions made by the agent during After Call Work time. If the agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD

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Column Name IC Data Type

SQL Data Type (Size)

Description

interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD interaction or conditions on the agent queue that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

tAcwCalls Integer Int (4) Sum of time, in seconds, the agent spent on outbound interactions during After Call Work time. Also see nAcwCalls.

nTransferedAcd Integer Int (4) Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user

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Column Name IC Data Type

SQL Data Type (Size)

Description

without being connected to a user.

Only set for Call interaction types.

nNotAnsweredAcd Integer Int (4) Number of ACD interactions that were not answered when presented to the agent as an Alerting interaction. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

tAlertedAcd Integer Int (4) Sum of the time, in seconds, ACD interactions spent in an Alerting state on this user queue. Also referred to as Ring time.

nFlowOutAcd Integer Int (4) The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred.

Also, nNotAnsweredAcd

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Column Name IC Data Type

SQL Data Type (Size)

Description

interactions will count towards nFlowOutAcd.

Another possible reason for a flow out to occur would be from hunt group alerts. A multiple alert for hunt group places the same interaction on multiple user/agent queues. The interaction is considered a flow out in each of the user queues were the users do not answer. This would mean a large number of flow outs could be generated for each member of the hunt group when using this type of interaction routing.

tFlowOutAcd Integer Int (4) Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information.

NStartWaitAlertAcdCalls Integer Int (4) Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

nStartActiveAcdCalls Integer Int (4) Number of ACD interactions that were active with the agent at start of the interval.

nStartHeldAcdCalls Integer Int (4) Number of ACD interactions that were held at start of the interval.

nEndWaitAlertAcdCalls Integer Int (4) Number of ACD interactions that are

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Column Name IC Data Type

SQL Data Type (Size)

Description

waiting to be answered or were alerting to be answered at the end of the interval.

nEndActiveAcdCalls Integer Int (4) Number of ACD interactions that are active with the agent at the end of the interval.

nEndHeldAcdCalls Integer Int (4) Number of ACD interactions that are held at the end of the interval.

nTransferWithinAcdCalls Integer Int (4) Currently not implemented in this release.

nTransferOutAcdCalls Integer Int (4) Currently not implemented in this release.

nDisconnectAcd Integer Int (4) Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

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Column Name IC Data Type

SQL Data Type (Size)

Description

tAgentLoggedIn Integer Int (4) The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

tAgentAvailable Integer Int (4) Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACD-available statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

tAgentTalk Integer Int (4) Sum of time, in seconds, the agent was on ACD interactions from first

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Column Name IC Data Type

SQL Data Type (Size)

Description

Client_Connected until end of ACW for this queue.

Note tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

tAgentOtherBusy Integer Int (4) Sum of the time, in seconds, the agent was working on interactions (ACD and non-ACD) for queues other this one.

tAgentOnAcdCall Integer Int (4) Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

tAgentOnOtherAcdCall Integer Int (4) Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

tAgentInAcw Integer Int (4) Sum of the time, in seconds the agent was in an After Call Work state.

Note tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the

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Column Name IC Data Type

SQL Data Type (Size)

Description

time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

tAgentOnNonAcdCall Integer Int (4) Sum of the time, in seconds the agent was working on non-ACD interactions.

tAgentDnd Integer Int (4) Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDND is part of a set of values that must always sum up to tAgentLoggedIn. It is driven by the combination of ACD availability and client status.

tAgentNotAvailable Integer Int (4) Sum of the time, in seconds, the agent was not available to take ACD interactions, but was logged in to the system.

tAgentAcdLoggedIn Integer Int (4) Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. By default, only the Available status has this box checked. All three conditions must be met to count toward tAgentAcdLoggedIn time. This column does not count the time an agent is actively engaged in ACD interactions, for

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Column Name IC Data Type

SQL Data Type (Size)

Description

example, talking on ACD calls.

This statistic can be used to track Idle Time.

tAgentAcdLoggedIn2 Integer Int (4) Same as tAgentAcdLoggedIn but the agent’s status has no effect to this statistic.

tAgentStatusDnd Integer Int (4) Sum of the time, in seconds, the agent was in a Do Not Disturb status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value can differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

tAgentStatusAcw Integer Int (4) Sum of the time, in seconds, the agent was in an After call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value can differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on

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Column Name IC Data Type

SQL Data Type (Size)

Description

an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

tAgentLoggedInDiluted Integer Int (4) Not meaningful relative to an agent queue because an agent cannot be a member of more than one agent queue. See IWrkgrpQueueStats.

tStatusGroupFollowup Integer Int (4) Sum of the time, in seconds, the agent was in any status that belongs to the status group Followup.

A status group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, status groups provide a way to track specific time in a status as part of the interval information of an

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Column Name IC Data Type

SQL Data Type (Size)

Description

agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information.

It is possible to define your own custom groups. See the online help in Interaction Administrator for more information.

It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

Note: For the IAgentQueueStats view, the tStatusGroupFollowup column will always be 0 (zero) in the workgroup row, and the value is populated only for the workgroup summary row.

tStatusGroupBreak Integer Int (4) Sum of time, in seconds, the agent was in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupBreak column will always be 0 (zero) in the workgroup summary row.

tStatusGroupTraining Integer Int (4) Sum of time, in seconds, the agent

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Column Name IC Data Type

SQL Data Type (Size)

Description

was in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupTraining column will always be 0 (zero) in the workgroup summary row.

CustomValue1 Integer Int (4) Custom value for customer use.

CustomValue2 Integer Int (4) Custom value for customer use.

CustomValue3 Integer Int (4) Custom value for customer use.

CustomValue4 Integer Int (4) The default value is set to mtAbandonedACD. The mtAbandonedACD is the maximum amount of time a customer waited before they abandoned in an interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

CustomValue5 Integer Int (4) The default value is set to nMessageACD. The NMessageACD is the number of ACD interactions that went to a message state, voice mail for interactions, during the interval. Please

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Column Name IC Data Type

SQL Data Type (Size)

Description

note that subtracting this value from nAbandonedACD will not give you a true voice mail count, since it is possible for interactions to go in and out of voice mail several times, or for an interaction to be answered and then sent to voice mail.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

CustomValue6 Integer Int (4) The default value is set to nRequestedSuperAssistACD. NRequestSuperAssistACD is the number of supervisor-assist requests that were placed from the clients for ACD interaction during the interval.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

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Column Name IC Data Type

SQL Data Type (Size)

Description

SiteId Integer SmallInt (2) Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

SubSiteId Integer SmallInt (2) Currently not used.

The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

DimensionSet Integer Int (4) The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

ConfigurationSet Integer Int (4) The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

nServiceLevel Integer Int (4) The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or

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Column Name IC Data Type

SQL Data Type (Size)

Description

media type, this field will be NULL.

cServiceLevels String Varchar (1024) A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

SchemaMajorVersion Integer TinyInt (1) The major version that this row was written in. This is meant to distinguish migrated and native data.

SchemaMinorVersion Integer TinyInt (1) The minor version that this row was written in. This is meant to distinguish migrated and native data.

cHKey3 String NVarchar (50) This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implementation.

This field will have a default value of "*". For more information, see the record type hierarchy section in the Interval Queue Data summary.

cHKey4 String NVarchar (50) This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

Note The following columns have been added to this IAgentQueueStats view to allow access to summary values per row. When querying for a specific Agent or User

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Column Name IC Data Type

SQL Data Type (Size)

Description

(cName) and specific distribution queue (cReportGroup), these columns display the corresponding stat value across the different queues for the Agent or User in the current interval.

tAllAgentTalk Integer Int (4) Sum of tAgentTalk for the current User (cName). Same as tAgentTalk when cReportGroup = ‘*’ for the cName in this interval.

nAllInternToExternCalls

Integer Int (4) Sum of nInternToExternCalls for the current User (cName). Same as nInternToExternCalls when cReportGroup = ‘*’ for the cName in this interval.

nAllInternToExternAcdCalls

Integer Int (4) Sum of nInternToExternAcdCalls for the current User (cName). Same as nInternToExternAcdCalls when ReportGroup = ‘*’ for the cName in this interval.

tAllInternToExternCalls

Integer Int (4) Sum of tInternToExternCalls for the current User (cName). Same as tInternToExternCalls when cReportGroup = ‘*’ for the cName in this interval.

tAllInternToExternAcdCalls Integer Int (4) Sum of tInternToExternAcdCalls for the current User (cName). Same as tInternToExternAcdCalls when cReportGroup = ‘*’ for the cName in this interval.

tAllTalkAcd Integer Int (4) Sum of tTalkAcd for the current User (cName). Same as tTalkAcd when cReportGroup = ‘*’ for

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Column Name IC Data Type

SQL Data Type (Size)

Description

the cName in this interval.

tAllHoldAcd Integer Int (4) Sum of tHoldAcd for the current User (cName). Same as tHoldAcd when cReportGroup = ‘*’ for the cName in this interval.

tAllAgentOnAcdCall Integer Int (4) Sum of tAgentOnAcdCall for the current User (cName). Same as tAgentOnAcdCall when cReportGroup = ‘*’ for the cName in this interval.

nAllInternToInternCalls Integer Int (4) Sum of nInternToInternCalls for the current User (cName). Same as nInternToInternCalls when cReportGroup = ‘*’ for the cName in this interval.

nAllExternToInternCalls Integer Int (4) Sum of nExternToInternCalls for the current User (cName). Same as nExternToInternCalls when cReportGroup = ‘*’ for the cName in this interval.

nAllExternToInternAcdCalls Integer Int (4) Sum of nExternToInternAcdCalls for the current User (cName). Same as nExternToInternAcdCalls when cReportGroup = ‘*’ for the cName in this interval.

tAllExternToInternCalls Integer Int (4) Sum of tExternToInternCalls for the current User (cName). Same as tExternToInternCalls when cReportGroup =

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Column Name IC Data Type

SQL Data Type (Size)

Description

‘*’ for the cName in this interval.

tAllExternToInternAcdCalls Integer Int (4) Sum of tExternToInternAcdCalls for the current User (cName). Same as tExternToInternAcdCalls when cReportGroup = ‘*’ for the cName in this interval.

tAllAgentAvailable Integer Int (4) Sum of tAgentAvailable for the current User (cName). Same as tAgentAvailable when cReportGroup = ‘*’ for the cName in this interval.

tAllAgentInAcw Integer Int (4) Sum of tAgentInAcw for the current User (cName). Same as tAgentInAcw when cReportGroup = ‘*’ for the cName in this interval.

tAllAgentStatusDnd Integer Int (4) Sum of tAgentStatusDnd for the current User (cName). Same as tAgentStatusDnd when cReportGroup = ‘*’ for the cName in this interval.

tAllAgentLoggedIn Integer Int (4) Sum of tAgentLoggedIn for the current User (cName). Same as tAgentLoggedIn when cReportGroup = ‘*’ for the cName in this interval.

tAllAgentAcdLoggedIn2 Integer Int (4) Sum of tAgentAcdLoggedIn2 for the current User (cName). Same as tAgentAcdLoggedIn2 when cReportGroup =

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Column Name IC Data Type

SQL Data Type (Size)

Description

‘*’ for the cName in this interval.

tAllAgentAcdLoggedIn Integer Int (4) Sum of tAgentAcdLoggedIn for the current User (cName). Same as tAgentAcdLoggedIn when cReportGroup = ‘*’ for the cName in this interval.

AgentStatistics Index Definitions Index Name Index Type Column Name Order

PK_AgentStatistics Clustered Primary Key

StatisticsSet Ascending

AgentStatus Index Definitions Index Name Index Type Column Name Order

PK_AgentStatus Clustered Primary Key StatisticsSet Ascending

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Workgroup Queue Statistics Interval View The Workgroup Queue Statistics Interval view (IWrkgrpQueueStats) contains interval-based interaction statistics associated with distribution queues. The automated StatServer’s logging inserts data into the underlying tables that make up this view for each workgroup/queue for which there was activity or agents logged in. In addition to the periphery tables described in greater detail earlier in the document, the workgroup queue statistics view uses two underlying tables: DQStatistics and DQStatus. CIC might generate multiple records for each distribution queue during the same interval. CIC adds new records to this view in this way:

· One for each custom report group, if any, CIC assigns to interactions that are handled by the distribution queue.

· One record for the special "*" or summary report group that represents the sum of all interaction activity for the distribution queue during the interval.

You might notice that some of the columns present in the Workgroup Queue Statistics view are not used. This is due to the initial design for CIC reporting tables in earlier product versions. The columns remain to minimize the changes and lessen the impact on custom reports.

This view is structurally similar to IAgentQueueStats and contains tAgent values. See the Interval Queue Data summary, earlier in this document, for more information on comparing interval queue data.

Note Duplicate data might be noticed during the end of Daylight Saving Time (DST) or during a dual primary switchover. To resolve issues with duplicate data, use the IWrkgrpQueueStats_NoDups view for your query.

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Important Note

The statistics from tAgent* columns are based on Agents' status changes and interaction state changes. Other ACD statistics from columns such as tExternToInternCalls, tExterntoInternACDcalls, and tTalkACD, are based only on interaction state changes. When reporting on Agent statistics, columns that contain only interaction state changes will not always match to tAgent* columns that contain interaction state changes and status changes. For Agent calculations, use ACD statistics from columns based only on interaction state changes and not on statistics from tAgent* columns.

cType Hierarchy The Workgroup Queue Statistics Interval view normally only contains data defined for the cType = ‘W’ hierarchy. This hierarchy is defined by the following attributes associated with an interaction (in order), ‘Distribution Queue’ | ‘Report Group’ | ‘Interaction Type’.

This means for cType = ‘S’, that cName is the statistics group name. cReportGroup is any report group CIC assigns to an interaction. CIC uses cHKey3 for the interaction type. CIC does not use cHKey4, so it will always be "*".The single asterisk, "*", in a column represents that this record applies to the ALL or the summary group of the previous column. The single dash, "-", in a column represent a null or blank value for the column. For more information, see "Record Type Hierarchy" earlier in this document.

Examples of values: cType cName cReportGroup cHKey3 cHKey4 Explanation

W Queue1 * * * Queue1 summary

W Queue1 - Call * Queue1 without a report group, but subdivided by call interaction type.

W Queue1 - Chat * Queue1 without a report group but subdivided by chat interaction type.

W Queue2 * * * Queue2 summary

W Queue2 DNIS-4444 * * Queue2 by report group, DNIS-4444, summary

W Queue2 DNIS-4444 Call * Queue2 by report group, DNIS-4444, and call interaction type.

Physical Attributes Log Identifier Log Name View Name

112 Workgroup Queue Statistics Interval IWrkgrpQueueStats

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Column Definitions Column Name IC Data

Type SQL Data Type (Size)

Description

StatisticsSet Integer Int (4) A unique identifier representing this row.

cName String NVarchar (50) Name of the distribution queue that originated these statistics.

cReportGroup String NVarchar (50) Subgroup for cName. A special ‘*’ report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName.

cType String Char (1) Type of queue statistics data. In the case of the Workgroup Queue Statistics Interval view, a "W" will be entered to signify the type is a distribution queue.

dIntervalStart DateTime DateTime (8) Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

dIntervalStartUTC DateTime DateTime (8) Holds dIntervalStart time UTC.

nDuration Integer Int (4) Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nEnteredAcd Integer Int (4) The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval. An interaction is only counted as having entered once relative to this queue assignment.

nAbandonedAcd Integer Int (4) The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one to another distribution queue where no agent ever answers the interaction in the first distribution queue will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section earlier in this document for more information on abandons.

nGrabbedAcd Integer Int (4) This value is not currently supported.

nLocalDisconnectAcd Integer Int (4) Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

nLocalDisconnectAgentAlertAcd

Integer Int (4) The same as nLocalDisconnectAcd but only

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Column Name IC Data Type

SQL Data Type (Size)

Description

for those interactions that were alerting in an agent queue while being locally disconnected.

nLocalDisconnectAgentAcd

Integer Int (4) The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

nAlertedAcd Integer Int (4) Number of ACD related queue interactions that were in an “Alerting” state while in this queue (interactions which transition to “Alerting” more than once are only counted once).

nAnsweredAcd Integer Int (4) Number of ACD related queue interactions that were answered by agents that were members of this queue. Answered interactions are interactions that reached a “Client_Connected” state with an agent. An interaction is only counted as answered once relative to this queue assignment. If the interaction is transferred to another agent within the same distribution queue and is answered by another agent, it is still only counted once. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for a distribution queue because interactions can enter the queue in the previous interval and be answered in the current interval.

nAnswered Integer Int (4) Number of all interactions (ACD and non-ACD) that were answered by the agents that were members of this queue. Answered interactions are interactions that reached a “Client_Connected” state with

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Column Name IC Data Type

SQL Data Type (Size)

Description

an agent. See nAnsweredAcd for more information.

nAcdSvcLvl Integer Int (4) Number of seconds in the first service level. For more information, see the description of service levels in the Interval Queue Data summary section above.

nAnsweredAcdSvcLvl Integer Int (4) The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

nAnsweredAcdSvcLvl1 Integer Int (4) Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

nAnsweredAcdSvcLvl2 Integer Int (4) Number of ACD interactions answered in second service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl3 Integer Int (4) Number of ACD interactions answered in third service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl4 Integer Int (4) Number of ACD interactions answered in fourth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl5 Integer Int (4) Number of ACD interactions answered in fifth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl6 Integer Int (4) Number of ACD interactions answered in sixth service level. See nAnsweredAcdSvcLvl1.

nAbandonAcdSvcLvl Integer Int (4) The number of ACD interactions abandoned in the target service level. This

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Column Name IC Data Type

SQL Data Type (Size)

Description

column does not usually apply for agents.

nAbandonAcdSvcLvl1 Integer Int (4) Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section above.

nAbandonAcdSvcLvl2 Integer Int (4) Number of ACD interactions abandoned in second service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl3 Integer Int (4) Number of ACD interactions abandoned in third service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl4 Integer Int (4) Number of ACD interactions abandoned in fourth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl5 Integer Int (4) Number of ACD interactions abandoned in fifth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl6 Integer Int (4) Number of ACD interactions abandoned in Sixth service level. See nAbandonAcdSvcLvl1.

nAcw Integer Int (4) Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

tAcwComplete Integer Int (4) Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

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Column Name IC Data Type

SQL Data Type (Size)

Description

tGrabbedAcd Integer Int (4) This value is not currently supported.

tAnsweredAcd Integer Int (4) The sum of the time, in seconds, of all ACD interactions that were in queue before entering “Client_Connected” state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

mtAnsweredAcd Integer Int (4) The maximum time, in seconds, an ACD interaction was in the queue before entering a “Client_Connected” state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

tAbandonedAcd Integer Int (4) The sum of the time, in seconds, all abandoned ACD interactions were in queue before they abandoned during this interval. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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Column Name IC Data Type

SQL Data Type (Size)

Description

tTalkAcd Integer Int (4) The sum of the time, in seconds, all ACD interactions spent from when they first entered a “Client_Connected” state until the time the ACD interactions went inactive or flowed out of the queue. It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval. Interactions might have entered the queue in the previous interval.

It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

tTalkCompletedAcd Integer Int (4) Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

nHoldAcd Integer Int (4) Number of ACD related interactions that were placed on hold while in this queue.

tHoldAcd Integer Int (4) The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

nSuspendedAcd Integer Int (4) For future changes.

tSuspendedAcd Integer Int (4) For future changes.

nHeldSpanAcd Integer Int (4) For future changes.

tAcw Integer Int (4) The sum of the time, in seconds, agents spent in an After Call Work status (also known as wrap up time). The count starts when an

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Column Name IC Data Type

SQL Data Type (Size)

Description

interaction goes inactive (usually due to a local or remote disconnect) and ends when the agent leaves the “After Call Work” status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

nExternToInternCalls Integer Int (4) Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

nExternToInternAcdCalls Integer Int (4) Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

nInternToExternCalls Integer Int (4) Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

nInternToExternAcdCalls Integer Int (4) Number of ACD interactions from internal extension to

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Column Name IC Data Type

SQL Data Type (Size)

Description

external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

nInternToInternCalls Integer Int (4) Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

nInternToInternAcdCalls Integer Int (4) Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

tExternToInternCalls Integer Int (4) Sum of seconds for all interactions from external locations to internal extensions.

tExternToInternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from external locations to internal extensions.

tInternToExternCalls Integer Int (4) Sum of seconds for all interactions from internal extensions to external locations.

tInternToExternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from internal extensions to external locations. (Not Implemented or used in current version, but it is set when using Interaction Dialer.)

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Column Name IC Data Type

SQL Data Type (Size)

Description

tInternToInternCalls Integer Int (4) Sum of seconds for all interactions from internal extensions to internal extension.

tInternToInternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with an ACD interaction.

nAcwCalls Integer Int (4) Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. It is assumed that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees ACD or conditions on the agent that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

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Column Name IC Data Type

SQL Data Type (Size)

Description

tAcwCalls Integer Int (4) Sum of time, in seconds, the agent spent on outbound interactions during “After Call Work” time. Also see nAcwCalls.

nTransferedAcd Integer Int (4) Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

nNotAnsweredAcd Integer Int (4) Number of ACD interactions that were not answered when presented to agents as an “Alerting” interaction.

The nNotAnsweredAcd column is only incremented when an interaction that is presented to an agent as an "Alerting" interaction is not answered and the interaction is removed from the queue without reaching an inactive state. For example, when a call enters a marketing queue and alerts agent1 and then agent--and neither agent answers the call--and agent3 is alerted and answers the call, nNotAnsweredAcd is incremented by 1 for agent1 and agent2, but is not incremented for agent3 and the marketing workgroup queue.

tAlertedAcd Integer Int (4) Sum of the time, in seconds, ACD interactions spent in an “Alerting” state on agent queues. Also referred to as Ring time.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nFlowOutAcd Integer Int (4) The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

tFlowOutAcd Integer Int (4) Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue.

nStartWaitAlertAcdCalls Integer Int (4) Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

nStartActiveAcdCalls Integer Int (4) Number of ACD interactions that were active with an agent at start of the interval.

nStartHeldAcdCalls Integer Int (4) Number of ACD interactions that were held at start of the interval.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nEndWaitAlertAcdCalls Integer Int (4) Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

nEndActiveAcdCalls Integer Int (4) Number of ACD interactions that are active with an agent at the end of the interval.

nEndHeldAcdCalls Integer Int (4) Number of ACD interactions that are held at the end of the interval.

nTransferWithinAcdCalls Integer Int (4) Not implemented for this release.

nTransferOutAcdCalls Integer Int (4) Not implemented for this release.

nDisconnectAcd Integer Int (4) Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

tAgentLoggedIn Integer Int (4) The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause

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Column Name IC Data Type

SQL Data Type (Size)

Description

loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

tAgentAcdLoggedIn2 Integer Int (4) Same as tAgentAcdLoggedIn but the agent’s status has no effect to this statistic.

tAgentAvailable Integer Int (4) Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACD-available statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

tAgentTalk Integer Int (4) Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

tAgentOtherBusy Integer Int (4) Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

tAgentOnAcdCall Integer Int (4) Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

tAgentOnOtherAcdCall Integer Int (4) Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

tAgentInAcw Integer Int (4) Sum of the time, in seconds, agents were in an “After call Work” state.

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Column Name IC Data Type

SQL Data Type (Size)

Description

Note tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

tAgentOnNonAcdCall Integer Int (4) Sum of the time, in seconds, agents were working on non-ACD interactions.

tAgentDnd Integer Int (4) Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDnd is one of a group of values which might correlate to tAgentLoggedIn time. It is driven by the combination of ACD availability and client status.

tAgentNotAvailable Integer Int (4) Sum of the time, in seconds, agents were not available to take ACD interactions, but were logged in to the system.

tAgentAcdLoggedIn Integer Int (4) Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the “Status allows ACD calls” box checked. By default, only the Available status has this box checked. All three conditions of the agent must be met to count toward tAgentAcdLoggedIn time: 1. Agent must be logged in; 2. Agent must be in a status that has Status Allows ACD calls selected; 3. Agent must be

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Column Name IC Data Type

SQL Data Type (Size)

Description

activated in the workgroup queue. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. Note: If given permission in IA, an agent can change his or her workgroup status in CIC clients, affecting individual workgroup totals.

This statistic can be used to track Idle Time.

tAgentStatusDnd Integer Int (4) Sum of the time, in seconds, agents were in a “Do Not Disturb” status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value may differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

tAgentStatusAcw Integer Int (4) Sum of the time, in seconds, agents were in an After Call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value may differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics

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Column Name IC Data Type

SQL Data Type (Size)

Description

below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

nAgentLoggedInDiluted Integer Int (4) The diluted logged in time, in seconds, for agents who are members of this queue. Calculated by dividing the time the agents were logged in by the number of queues the agents were a member of. For example, if this queue has 10 agents who were only members of this queue and were logged in for 1800 seconds, the value would be 18000. If 5 of these agents became members of a second queue and were logged in for the same amount of time to the second queue, the value would be 900 x 5 which is 4500 plus 9000 (for the 5 agents who were not a member of any other queue) for a total of 13500.

tStatusGroupFollowup Integer Int (4) Sum of time, in seconds, agents were in any status that belongs to the status group “Followup”. A Status Group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, Status Groups provide a way to track specific time in a status as part of the interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information. It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one

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Column Name IC Data Type

SQL Data Type (Size)

Description

mapping. No grouping is actually forced, just encouraged.

tStatusGroupBreak Integer Int (4) Sum of time, in seconds, agents were in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

tStatusGroupTraining Integer Int (4) Sum of time, in seconds, agents were in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

CustomValue1 Integer Int (4) Custom value for customer use.

CustomValue2 Integer Int (4) Custom value for customer use.

CustomValue3 Integer Int (4) Custom value for customer use.

CustomValue4 Integer Int (4) The default value is set to mtAbandonedACD. The mtAbandonedACD column is the maximum amount of time a customer waited before they abandoned in an interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

CustomValue5 Integer Int (4) The default value is set to nMessageACD. The column NMessageACD is the number of ACD interactions that went to a message state (voice mail for interactions) during the interval. It should be noted that subtracting this value from nAbandonedACD will not give you a true voice mail count, since it is possible for interactions to go in and out of voice mail several times or for

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Column Name IC Data Type

SQL Data Type (Size)

Description

an interaction to be answered and then sent to voice mail.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

CustomValue6 Integer Int (4) The default value is set to nRequestedSuperAssistACD. NRequestSuperAssistACD is the number of supervisor-assist requests that were placed from the “clients” for ACD interaction during the interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in this version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

DimensionSet Integer Int (4) The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hieararchies set.

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Column Name IC Data Type

SQL Data Type (Size)

Description

ConfigurationSet Integer Int (4) The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

nServiceLevel Integer Int (4) The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

cServiceLevels String Varchar (1024) A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

SchemaMajorVersion Integer TinyInt (1) The major version that this row was written in. This is meant to distinguish migrated and native data.

SchemaMinorVersion Integer TinyInt (1) The minor version that this row was written in. This is meant to distinguish migrated and native data.

cHKey3 String NVarchar (50) This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

cHKey4 String NVarchar (50) This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implantation. This field will have a default value of "*". For more information, see the record type hierarchy section in the Interval Queue Data summary.

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DQStatus Index Definitions Index Name Index Type Column Name Order

PK_DQStatus Clustered Primary Key StatisticsSet Ascending

DQStatistics Index Definitions Index Name Index Type Column Name Order

PK_DQStatistics Clustered Primary Key StatisticsSet Ascending

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Workgroup Queue Service Level Overflows View With this release, more than six service level distribution buckets can be configured. These additional service level statistics or service level overflows are stored in a separate table apart from the underlying queue period statistics table. The underlying table is called DQServiceLevelOverflows. A view is introduced to include those buckets as well as the first, original six called DQServiceLevel_viw.

Column Definitions Column Name IC Data

Type SQL Data Type (Size)

Description

StatisticsSet Integer Int (4) A unique identifier representing this row. This identifier can be used to join back to IWrkgrpQueueStats view.

cName String NVarchar (50) Name of the distribution queue that originated these statistics.

cReportGroup String NVarchar (50) Subgroup for cName. A special ‘*’ report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName.

cHKey3 String NVarchar (50) This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

cHKey4 String NVarchar (50) This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implantation. This field will have a default value of "*". For more information, see the record type hierarchy section in the Interval Queue Data summary.

cType String Char (1) Type of queue statistics data. In the case of the Workgroup Queue Statistics Interval view, a "W" will be entered to signify the type is a distribution queue.

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Column Name IC Data Type

SQL Data Type (Size)

Description

dIntervalStart DateTime DateTime (8) Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

dIntervalStartUTC DateTime DateTime (8) Holds dIntervalStart time UTC.

nDuration Integer Int (4) Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

AnsweredSLTarget Integer Int (4) The number of ACD interactions answered in the target service level.

AbandonedSLTarget Integer Int (4) The number of ACD interactions abandoned in the target service level.

nAnsweredAcdSvcLvl1 Integer Int (4) Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

nAnsweredAcdSvcLvl2 Integer Int (4) Number of ACD interactions answered in second service level. See nAnsweredAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAnsweredAcdSvcLvl3 Integer Int (4) Number of ACD interactions answered in third service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl4 Integer Int (4) Number of ACD interactions answered in fourth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl5 Integer Int (4) Number of ACD interactions answered in fifth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl6 Integer Int (4) Number of ACD interactions answered in sixth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl7 Integer Int (4) Number of ACD interactions answered in seven service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl8 Integer Int (4) Number of ACD interactions answered in eight service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl9 Integer Int (4) Number of ACD interactions answered in nine service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl10 Integer Int (4) Number of ACD interactions answered in ten service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl11 Integer Int (4) Number of ACD interactions answered in eleven service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl12 Integer Int (4) Number of ACD interactions answered in twelve service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl13 Integer Int (4) Number of ACD interactions answered in thirteen service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl14 Integer Int (4) Number of ACD interactions answered in fourteen service level. See nAnsweredAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAbandonAcdSvcLvl1 Integer Int (4) Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section above.

nAbandonAcdSvcLvl2 Integer Int (4) Number of ACD interactions abandoned in second service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl3 Integer Int (4) Number of ACD interactions abandoned in third service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl4 Integer Int (4) Number of ACD interactions abandoned in fourth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl5 Integer Int (4) Number of ACD interactions abandoned in fifth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl6 Integer Int (4) Number of ACD interactions abandoned in sixth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl7 Integer Int (4) Number of ACD interactions abandoned in seven service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl8 Integer Int (4) Number of ACD interactions abandoned in eight service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl9 Integer Int (4) Number of ACD interactions abandoned in nine service level. See nAbandonAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAbandonAcdSvcLvl10 Integer Int (4) Number of ACD interactions abandoned in ten service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl11 Integer Int (4) Number of ACD interactions abandoned in eleven service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl12 Integer Int (4) Number of ACD interactions abandoned in twelve service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl13 Integer Int (4) Number of ACD interactions abandoned in thirteen service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl14 Integer Int (4) Number of ACD interactions abandoned in fourteen service level. See nAbandonAcdSvcLvl1.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in this version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

DimensionSet Integer Int (4) The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hieararchies set.

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Column Name IC Data Type

SQL Data Type (Size)

Description

ConfigurationSet Integer Int (4) The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

nServiceLevel Integer Int (4) The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

cServiceLevels String Varchar (1024) A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

DQServiceLevelOverflows Index Definitions Index Name Index Type Column Name Order

PK_DQServiceLevelOverflows

Clustered Primary Key StatisticsSet, OverflowGroupSet (an identity column)

Ascending

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Statistics Group Queue Interval View Statistics groups, also referred to as STIDs, or STatistic IDentifiers, are queue-like containers for interactions. CIC uses these views to categorize interactions for statistical purposes. CIC typically uses them to track statistics for interactions on a level higher than real distribution queues. You can group together the information for interactions that traverse several queues, even though the interactions also reside on different queues. Because of this grouping, you can track the statistics of interactions regardless of their distribution queue assignments.

The statistics CIC generates for interactions in statistical groups are limited to information about the interactions, and do not include the additional tAgent values CIC generates for distribution queues and agent queues. See the Interval Queue Data summary section above for more information on Comparing Interval Queue Data.

You cannot associate an STID with agents. Therefore, the STID does not have any purely agent-related information available for collection. The system collects time agents spend on interactions, but any time an agent spends that is not directly associated with an interaction cannot be tracked by a statistics group.

As an example of how statistics groups work, imagine that your call center receives calls on three separate toll-free numbers. You want to determine how well your agents are processing these calls, so you need a way of organizing the statistics information generated by the IC Queue Manager. Each time a call enters the SystemIVRWorkgroup handler, you assign that call to one of three statistics groups depending upon which toll-free number the caller dialed. When Queue Manager generates statistics information about all of the calls in CIC, it also generates records in the underlying tables that make up IStatsGroup view for the groups of calls belonging to each toll-free number statistics group.

Considerations when using STIDs · An STID is a container for interactions, not agents.

· You create STIDs in handlers using the Assign Stats Group tool.

· You can change the STID assignment of an interaction at any time.

· You can make an interaction a member of multiple STIDs at one time.

· There are no stock reports for STIDs.

· STIDs behave just like queues when it comes to data collection. When the system assigns an interaction to a STID, it is just the same statistically as assigning the interaction to a queue.

For example, if CIC assigns an interaction to a STID and then transfers the interaction to an agent directly (that is, not using any ACD tools) and the agent answers the interaction, this interaction now counts towards nAnswered and the appropriate interaction direction counter, such as nExternToInternCalls.

If CIC assigns the interaction to an ACD queue right after it assigns it to the STID, instead of assigning it directly to an agent, the interaction counts towards the nEnteredACD statistic. The (now ACD) interaction then waits for an agent. This time spent waiting, beginning from the point of ACD assignment, counts toward the ACD service level statistics for the STID. When an agent answers the interaction, the interaction then counts towards nAnsweredACD.

If the system transfers the interaction to another agent or ACD queue while remaining assigned to the same STID, it is not counted again as answered or entered for this STID assignment.

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An interaction can only reach the answered or entered state once, relative to the STID assignment. The service level values only apply to the time it takes for an interaction to be answered, or abandoned, and since the answered state can only happen once, interactions that transfer or are answered by a second agent or queue do not affect the service level values. This is just like on a distribution queue when the interaction is transferred between agents in the same queue. The talk time changes when multiple agents handle an interaction but the interaction counts do not.

As soon as the system removes an interaction from a STID, all statistics tracking the interaction relative to the STID stops. If the interaction is an active ACD interaction, talk time stops and nFlowOutAcd is incremented.

If you program a loop in a handler, you can assign and remove the same interaction to the same STID multiple times. If an interaction leaves and re-enters a STID, the second entry will count. There is nothing that would make the second entry different from any previous entry. The IC StatServer does not track that the interaction has been in the STID before, so CIC generates all statistics as if the interaction were in this STID for the first time. However, an interaction can only reach the answered or entered state once, relative to a single STID assignment.

Important Note

The statistics from tAgent* columns are based on Agents' status changes and interaction state changes. Other ACD statistics from columns such as tExternToInternCalls, tExterntoInternACDcalls, and tTalkACD, are based only on interaction state changes. When reporting on Agent statistics, columns that contain only interaction state changes will not always match to tAgent* columns that contain interaction state changes and status changes. For Agent calculations, use ACD statistics from columns based only on interaction state changes and not on statistics from tAgent* columns.

In addition to to the periphery tables described in greater detail earlier in the document, the statistics group statistics view uses just one underlying table: SGStatistics.

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cType Hierarchy The Statistics Group Interval view normally only contains data defined for the cType = ‘S’ hierarchy. This hierarchy is defined by the following attributes associated with an interaction (in order), ‘Statistics Group’ | ‘Report Group’ | ‘Interaction Type’.

This would mean for cType = ‘S’, that cName is the statistics group name. cReportGroup is any report group assigned to an interaction. cHKey3 is used for the interaction type. cHKey4 is not used, so it will always be "*". The single asterisk, "*", in a column represents that this record applies to the ALL or the summary group of the previous column. The single dash, "-", in a column represent a null or blank value for the column. For more information, see the record type hierarchy section in the Interval Queue Data summary.

Examples of values: cType cName cReportGroup cHKey3 cHkey4 Explanation

S Statistics Group1

* * * Statistics Group1 summary

S Statistics Group1

- Call * Statistics Group1 without a report group, but subdivided by call interaction type

S Statistics Group1

- Chat * Statistics Group1 without a report group but subdivided by chat interaction type.

S Statistics Group2

* * * Statistics Group2 summary

S Statistics Group2

DNIS-4444 * * Statistics Group2 and report group, DNIS-4444, summary

S Statistics Group2

DNIS-4444 Call * Statistics Group1 by report group, DNIS-4444, and call interaction type.

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Physical Attributes Log Identifier Log Name View Name

111 Statistics Group Interval IStatsGroup

Column Definitions Column Name IC Data

Type SQL Data Type (Size)

Description

StatisticsSet Integer Int (4) A unique identifier representing this row.

cName String NVarchar (50) Name of the Statistics Group (STID) that originated these statistics.

cReportGroup String nVarchar (50) Subgroup for cName. A special ‘*’ report group represents the sum of all activity for the cName in this interval. Any custom report groups that can be assigned to interactions before they are assigned to the STID are also automatically added to the records associated with the cName.

cType String Char (1) Type of queue statistics data. In the case of the Statistics Group Interval view, an "S" is entered to signify the type is a STID.

dIntervalStart DateTime DateTime (8) Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

dIntervalStartUTC DateTime DateTime (8) Holds dIntervalStart time UTC.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nDuration Integer Int (4) Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

nEnteredAcd Integer Int (4) The number of ACD related interactions that entered this STID during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval. An interaction is only counted as having entered once relative to this STID assignment.

nAbandonedAcd Integer Int (4) The number of ACD related interactions that abandoned this STID during the interval. Interactions that are reassigned from one STID to another STID (where no agent ever answers the interaction in the first STID) will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section above for more information on abandons.

nGrabbedAcd Integer Int (4) This value is not currently supported.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nLocalDisconnectAcd Integer Int (4) Number of ACD interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

nLocalDisconnectAgentAlertAcd

Integer Int (4) The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

nLocalDisconnectAgentAcd

Integer Int (4) The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

nAlertedAcd Integer Int (4) Number of ACD related interactions that were in an “Alerting” state while in this STID (interactions which transition to “Alerting” more than once are counted once).

nAnsweredAcd Integer Int (4) Number of ACD related interactions that were answered by agents while assigned to this STID. Answered interactions are interactions that reached a “Client_Connected” state with an agent. An interaction is only counted as answered once relative to this STID assignment. If the interaction is transferred to and/or answered by another agent or queue while still assigned to the same STID, it is still only counted as answered once for the STID. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for STID because interactions can enter

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Column Name IC Data Type

SQL Data Type (Size)

Description

the STID in the previous interval and be answered in the current interval.

nAnswered Integer Int (4) Number of all interactions (ACD and non-ACD) that were answered by the agents while assigned to this STID. Answered interactions are interactions that reached a “Client_Connected” state with an agent. See nAnsweredAcd for more information.

nAcdSvcLvl Integer Int (4) Number of seconds in the first service level. For more information, see the description of service levels in the Interval Queue Data summary section above.

nAnsweredAcdSvcLvl Integer Int (4) The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

nAnsweredAcdSvcLvl1 Integer Int (4) Number of ACD interactions answered in first service level. The time tracked begins from the point the call becomes an ACD cal,; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

nAnsweredAcdSvcLvl2 Integer Int (4) Number of ACD interactions answered in second service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl3 Integer Int (4) Number of ACD interactions answered in third service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl4 Integer Int (4) Number of ACD interactions answered in fourth service level. See nAnsweredAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAnsweredAcdSvcLvl5 Integer Int (4) Number of ACD interactions answered in fifth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl6 Integer Int (4) Number of ACD interactions answered in Sixth service level. See nAnsweredAcdSvcLvl1.

nAbandonAcdSvcLvl Integer Int (4) The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

nAbandonAcdSvcLvl1 Integer Int (4) Number of ACD interactions abandoned in first service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

nAbandonAcdSvcLvl2 Integer Int (4) Number of ACD interactions abandoned in second service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl3 Integer Int (4) Number of ACD interactions abandoned in third service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl4 Integer Int (4) Number of ACD interactions abandoned in fourth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl5 Integer Int (4) Number of ACD interactions abandoned in fifth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl6 Integer Int (4) Number of ACD interactions abandoned in sixth service level. See nAbandonAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

tGrabbedAcd Integer Int (4) This value is not currently supported.

tAnsweredAcd Integer Int (4) The sum of the time, in seconds, all ACD interactions assigned to the STID spent before entering “Client_Connected” state. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID.

mtAnsweredAcd Integer Int (4) The maximum time, in seconds, an ACD interaction assigned to the STID was in the STID before entering a “Client_Connected” state. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID.

tAbandonedAcd Integer Int (4) The sum of the time, in seconds, all abandoned ACD interactions assigned to the STID were in the STID before they abandoned during this interval. The time tracked begins from the point the call becomes an ACD call, which is not necessarily the same as when it was assigned to the STID.

tTalkAcd Integer Int (4) The sum of the time, in seconds, all ACD interactions assigned to the STID spent from when they first entered a “Client_Connected” state until the time the ACD interactions went inactive or flowed out of the STID. It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval. Interactions might have been

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Column Name IC Data Type

SQL Data Type (Size)

Description

assigned to the STID in the previous interval.

It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

nHoldAcd Integer Int (4) Number of ACD related interactions that were placed on hold while assigned to the STID.

nSuspendedAcd Integer Int (4) For future changes.

tSuspendedAcd Integer Int (4) For future changes.

nHeldSpanAcd Integer Int (4) For future changes.

tHoldAcd Integer Int (4) The sum of the time, in seconds, all ACD interactions spent on hold while assigned to this STID.

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Column Name IC Data Type

SQL Data Type (Size)

Description

tAcw Integer Int (4) The sum of the time, in seconds, agents spent in an “After Call Work” status (also known as wrap up time). The count starts when an interaction assigned to the STID goes inactive (usually due to a local or remote disconnect) and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

nExternToInternCalls Integer Int (4) Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

nExternToInternAcdCalls

Integer Int (4) Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

nInternToExternCalls Integer Int (4) Number of all interactions from internal extension to external locations. If a call does not connect to a remote

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Column Name IC Data Type

SQL Data Type (Size)

Description

system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

nInternToExternAcdCalls

Integer Int (4) Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

nInternToInternCalls Integer Int (4) Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

nInternToInternAcdCalls Integer Int (4) Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

tExternToInternCalls Integer Int (4) Sum of seconds for all interactions from external locations to internal extensions.

tExternToInternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from external locations to internal extensions.

tInternToExternCalls Integer Int (4) Sum of seconds for all interactions from internal extensions to external locations.

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Column Name IC Data Type

SQL Data Type (Size)

Description

tInternToExternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from internal extensions to external locations. (Not Implemented or used in this release, but it is set when using Interaction Dialer)

tInternToInternCalls Integer Int (4) Sum of seconds for all interactions from internal extensions to internal extension.

tInternToInternAcdCalls Integer Int (4) Sum of seconds for ACD interactions from internal extensions to internal extensions.

nAcwCalls Integer Int (4) Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction assigned to the STID, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. The STID assignment is made on the initial ACD interaction and the ACW time is associated with that interaction and STID along with any outbound interaction made by the agent during the ACW time.

nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD

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Column Name IC Data Type

SQL Data Type (Size)

Description

interaction or conditions on the agent that would count as an Acw interaction, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

tAcwCalls Integer Int (4) Sum of time, in seconds, agents spent on outbound interactions during After Call Work time associated with an interaction that was assigned to the STID. Also see nAcwCalls.

nTransferedAcd Integer Int (4) Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

nNotAnsweredAcd Integer Int (4) Number of ACD interactions that were not answered when presented to agents as an “Alerting” interaction.

tAlertedAcd Integer Int (4) Sum of the time, in seconds, ACD interactions spent in an “Alerting” state on agent queues. Also referred to as ring time.

nFlowOutAcd Integer Int (4) The number of ACD interactions that flowed out during this interval. Flow outs are defined as interactions that were removed from the

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Column Name IC Data Type

SQL Data Type (Size)

Description

STID without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction assigned to a STID to not reach an inactive state, and thus flow out, would be an interaction not answered or abandoned before the interaction is removed to the STID.

tFlowOutAcd Integer Int (4) Sum of seconds ACD interactions were assigned to the STID before being counted in nFlowOutAcd. See nFlowOutAcd for more information. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it is assigned to the STID.

nStartWaitAlertAcdCalls Integer Int (4) Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

nStartActiveAcdCalls Integer Int (4) Number of ACD interactions that were active with an agent at start of the interval.

nStartHeldAcdCalls Integer Int (4) Number of ACD interactions that were held at start of the interval.

nEndWaitAlertAcdCalls Integer Int (4) Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

nEndActiveAcdCalls Integer Int (4) Number of ACD interactions that are active with an agent at the end of the interval.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nEndHeldAcdCalls Integer Int (4) Number of ACD interactions that are held at the end of the interval.

nTransferWithinAcdCalls Integer Int (4) Not implemented in the current release. Number of ACD interactions transferred within this STID.

nTransferOutAcdCalls Integer Int (4) Not implemented in the current release. Number of ACD interactions transferred out of this STID.

CustomValue1 Integer Int (4) Custom value for customer use.

CustomValue2 Integer Int (4) Custom value for customer use.

CustomValue3 Integer Int (4) Custom value for customer use.

CustomValue4 Integer Int (4) The default value is set to mtAbandonedACD. mtAbandonedACD is the maximum amount of time a customer waited before they abandoned in an interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

CustomValue5 Integer Int (4) The default value is set to nMessageACD. NMessageACD is the number of ACD interactions that went to a message state (voice mail for interactions) during the interval. It should be noted that subtracting this value from nAbandonedACD will not give you a true voice mail count, since it is possible for interactions to go in and out of voice mail several times or for an interaction to be answered and then sent to voice mail. If a customer is

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Column Name IC Data Type

SQL Data Type (Size)

Description

using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

CustomValue6 Integer Int (4) The default value is set to nRequestedSuperAssistACD. NRequestSuperAssistACD is the number of supervisor-assist requests that were placed from the “clients” for ACD interaction during the interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

DimensionSet Integer Int (4) The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hieararchies set.

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Column Name IC Data Type

SQL Data Type (Size)

Description

ConfigurationSet Integer Int (4) The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

nServiceLevel Integer Int (4) The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

cServiceLevels String Varchar (1024) A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

SchemaMajorVersion Integer TinyInt (1) The major version that this row was written in. This is meant to distinguish migrated and native data.

SchemaMinorVersion Integer TinyInt (1) The minor version that this row was written in. This is meant to distinguish migrated and native data.

cHKey3 String NVarchar (50) This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

cHKey4 String NVarchar (50) This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implementation. This field will have a default value of "*". For more information, see "Record Type Hierarchy" earlier in this document.

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SGStatistics Index Definitions Index Name Index Type Column Name Order

PK_SGStatistics Clustered Primary Key StatisticsSet Ascending

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Statistics Group Queue Service Level Overflows View Similar to Workgroup Queue Interval view, the additional service level statistics or service level overflows are stored in a separate table apart from the underlying queue period statistics table. The underlying table is called SGServiceLevelOverflows. A view is introduced to include those buckets as well as the first, original six: SGServiceLevel_viw.

Column Definitions Column Name IC Data

Type SQL Data Type (Size)

Description

StatisticsSet Integer Int (4) A unique identifier representing this row. This identifier can be used to join back to IStatsGroup view.

cName String NVarchar (50) Name of the distribution queue that originated these statistics.

cReportGroup String NVarchar (50) Subgroup for cName. A special ‘*’ report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName.

cHKey3 String NVarchar (50) This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

cHKey4 String NVarchar (50) This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implantation. This field will have a default value of "*". For more information, see the record type hierarchy section in the Interval Queue Data summary.

cType String Char (1) Type of queue statistics data. In the case of the Workgroup Queue Statistics Interval view, a "S" will be entered to signify the type is a statistics group.

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Column Name IC Data Type

SQL Data Type (Size)

Description

dIntervalStart DateTime DateTime (8) Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

dIntervalStartUTC DateTime DateTime (8) Holds dIntervalStart time UTC.

nDuration Integer Int (4) Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

AnsweredSLTarget Integer Int (4) The number of ACD interactions answered in the target service level.

AbandonedSLTarget Integer Int (4) The number of ACD interactions abandoned in the target service level.

nAnsweredAcdSvcLvl1 Integer Int (4) Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

nAnsweredAcdSvcLvl2 Integer Int (4) Number of ACD interactions answered in second service level. See nAnsweredAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAnsweredAcdSvcLvl3 Integer Int (4) Number of ACD interactions answered in third service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl4 Integer Int (4) Number of ACD interactions answered in fourth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl5 Integer Int (4) Number of ACD interactions answered in fifth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl6 Integer Int (4) Number of ACD interactions answered in sixth service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl7 Integer Int (4) Number of ACD interactions answered in seven service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl8 Integer Int (4) Number of ACD interactions answered in eight service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl9 Integer Int (4) Number of ACD interactions answered in nine service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl10 Integer Int (4) Number of ACD interactions answered in ten service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl11 Integer Int (4) Number of ACD interactions answered in eleven service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl12 Integer Int (4) Number of ACD interactions answered in twelve service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl13 Integer Int (4) Number of ACD interactions answered in thirteen service level. See nAnsweredAcdSvcLvl1.

nAnsweredAcdSvcLvl14 Integer Int (4) Number of ACD interactions answered in fourteen service level. See nAnsweredAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAbandonAcdSvcLvl1 Integer Int (4) Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section above.

nAbandonAcdSvcLvl2 Integer Int (4) Number of ACD interactions abandoned in second service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl3 Integer Int (4) Number of ACD interactions abandoned in third service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl4 Integer Int (4) Number of ACD interactions abandoned in fourth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl5 Integer Int (4) Number of ACD interactions abandoned in fifth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl6 Integer Int (4) Number of ACD interactions abandoned in sixth service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl7 Integer Int (4) Number of ACD interactions abandoned in seven service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl8 Integer Int (4) Number of ACD interactions abandoned in eight service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl9 Integer Int (4) Number of ACD interactions abandoned in nine service level. See nAbandonAcdSvcLvl1.

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Column Name IC Data Type

SQL Data Type (Size)

Description

nAbandonAcdSvcLvl10 Integer Int (4) Number of ACD interactions abandoned in ten service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl11 Integer Int (4) Number of ACD interactions abandoned in eleven service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl12 Integer Int (4) Number of ACD interactions abandoned in twelve service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl13 Integer Int (4) Number of ACD interactions abandoned in thirteen service level. See nAbandonAcdSvcLvl1.

nAbandonAcdSvcLvl14 Integer Int (4) Number of ACD interactions abandoned in fourteen service level. See nAbandonAcdSvcLvl1.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in this version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

DimensionSet Integer Int (4) The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hieararchies set.

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Column Name IC Data Type

SQL Data Type (Size)

Description

ConfigurationSet Integer Int (4) The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

nServiceLevel Integer Int (4) The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

cServiceLevels String Varchar (1024) A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

SGServiceLevelOverflows Index Definitions Index Name Index Type Column Name Order

PK_SGServiceLevelOverflows

Clustered Primary Key StatisticsSet, OverflowGroupSet

Ascending

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Interval Line and Line Group Data CIC generates Interval line and line group statistics for each line and reporting line group configured and stores the statistics in the IlineStats table and the IlineGroupStats table.

Data Source The source of this data is Interval generated summary information about activity on lines and line groups.

Type of information The types of information in the Interval Line and Line Groups Data is the length of interval, the sum of seconds the lines were active, the sum of seconds all lines were busy, the number of interactions, the total time for all traffic and outbound traffic (subtract outbound from all to get inbound), and the number of outbound interactions that were blocked from making a interaction.

Report Types using this data The Line Group report types use line and line group information for both reports and charts.

Interval Line Statistics Table This table logs interval statistics for individual lines you have configured in CIC.

Physical Attributes Log Identifier Log Name Table Name

82 Interval Line Statistics IlineStats

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Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

LineId String Varchar (50) Line name or identifier as configured in CIC.

dIntervalStart DateTime DateTime (8) Starting date/time of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

nDuration Integer SmallInt (2) Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non- standard length.

nEntered Integer Int (4) Number of interactions that entered or appeared on this line.

tSeized Integer Int (4) Sum of time that the line was busy or seized for the interval.

nEnteredOutbound Integer Int (4) Number of interactions that entered the line for outbound use.

nOutboundBlocked Integer Int (4) Number of interactions that were blocked because the line was busy when they tried to enter the line for outbound use.

Note nOutboundBlocked is not currently implemented and the value of zero (0) is displayed for this column.

tResourceAvailable Integer Int (4) Sum of time the line was available for service. The system may take a line out of service because of detected signaling problems.

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in the current version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IEILineStats Non-unique dIntervalStart Ascending

SiteId Ascending

SubSiteId Ascending

LineId Ascending

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Interval Line Group Statistics Table This table logs interval statistics for line groups you have configured for reporting in CIC. Reporting line groups are line groups that have their Reporting attribute activated. This attribute is configured in Interaction Administrator. CIC does not create line groups by default. The reporting line groups must be created before CIC creates any meaningful data for the line group reports.

Note that the line group information is summary data about the lines in the group collected during the interval. Because of this, it is possible that someone could have added or removed lines from the configuration during the interval. This does not cause any computation problems, because CIC does not record the number of lines, but instead records the total number of seconds the lines were in the configuration. If you divide this total by the seconds in the duration, you compute a fractional number of lines for this interval.

Physical Attributes Log Identifier Log Name Table Name

81 Interval Line Group Statistics IlineGroupStats

Column Definitions Column Name (Bold=Indexed)

IC Data Type SQL Data Type (Size)

Description

GroupId String Varchar (50) Group Identifier as configured in CIC. The line group must have the ReportFlag set true (in IA) for this data to be generated.

dIntervalStart DateTime DateTime Starting date/time of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

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Column Name (Bold=Indexed)

IC Data Type SQL Data Type (Size)

Description

nDuration Integer SmallInt (2) Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

nEntered Integer Int (4) Number of interactions that entered or appeared on lines in this group.

mEntered Integer Int (4) The maximum number of concurrent calls that were active on the line group within the interval.

tActiveLines Integer Int (4) The Sum of time, in seconds, each line in the group was active during this interval. For most intervals this would be N (for each line) * nDuration. Since lines might be activated or de-activated during the interval, this number might contain a portion of time that a line was active. tActiveLines / nDuration equals the average number of active lines that were in this line group for the interval. If there were no changes to the line group in the interval, the number will be whole.

tAllBusy Integer Int (4) Sum of time, in seconds, ALL lines in this group were busy or seized during this interval.

tSeized Integer Int (4) Sum of time, in seconds, lines in this group were busy or seized for interval.

nEnteredOutbound Integer Int (4) Number of interactions that entered the line group for outbound use.

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Column Name (Bold=Indexed)

IC Data Type SQL Data Type (Size)

Description

nOutboundBlocked Integer Int (4) Number of interactions that tried to enter the line group for outbound use, but were blocked because of ALL lines being busy.

Note nOutboundBlocked is not currently implemented and the value of zero (0) is displayed for this column.

tResourceAvailable Integer Int (4) Sum of time, in seconds, lines active in this group were available for service. This should not exceed tActiveLines, but can be less if the system takes a line out of service because of detected signaling problems.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in the current version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IEILineGroupStats Non-unique dIntervalStart Ascending

SiteId Ascending

SubSiteId Ascending

GroupId Ascending

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Fax Envelope History Table The Fax Envelope History table records all fax attempts made in the CIC system. The attempts can either be successful or fail to transmit the fax. Each fax is tracked by its envelope ID, call ID and fax ID. The envelope ID is an identifier for the person receiving the fax. It is possible to send the same fax to several different locations. The same fax to several different locations would result in several records with the same fax ID and different envelope IDs. Each time the system attempts to receive or send a fax, a call ID is created. The call ID recorded for each fax attempt will match the call IDs in the call detail log table.

The system will attempt to send faxes as long as the attempt count is less or equal to the retry count. When the attempt count becomes greater that the retry count, the system will no longer attempt to transmit the fax. Each fax will start with one attempt, plus the number of retries.

It should be noted that this log is automatically activated, but data will only be logged if there is a fax card set up in the system.

Physical Attributes Log Identifier 83

Log Name Fax Envelope History Log

Table Name FaxEnvelopeHist

Column Definitions Column Name (Bold = Indexed)

IC Data Type

Output Data Type (size) Description

EnvelopeID Long Int An identifier for the fax envelope. Each received or sent fax number will have its own envelope ID.

EnvelopeTimeStamp Long Int A time stamp for the envelope ID. The EnvelopeTimeStamp is used with the Envelope ID to create a unique value over time. This timestamp cannot be translated into any usable real world date or time.

FaxID Long Int An identifier for the fax. Each fax received or sent will have a fax ID. It is possible for the same fax to have multiple envelope IDs if sent to multiple recipients.

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Column Name (Bold = Indexed)

IC Data Type

Output Data Type (size) Description

FaxTimeStamp Long Int A time stamp for the fax ID. The FaxTimeStamp is used with the Fax ID to create a unique value over time. This timestamp cannot be translated into any usable real world date or time.

CallIDKey String VarChar(18) An identifier for the call ID used to receive or make the fax attempt. This identifier should be equal to the Call ID in the CallDetail log.

Note The format and use of this field is reserved, and it should not be used as anything more than an opaque identifier. The format of this field might be changed at any time. This field is documented for descriptive purposes only.

ProcessingDatetime DateTime DateTime(8) The date and time that the fax was processed.

ProcessingDateTimeGMT DateTime DateTimeGMT The date and time that the fax was processed adjusted to Greenwich Mean Time

SuccessFlag String Char(1) Indicates whether the fax transmission was a success or a failure. F = failure and S = success.

RemoteCSID String VarChar(50) The station ID of the remote fax machine. This is the fax machine that is external to the CIC system.

RemoteNumber String Char(50) The fax number of the remote fax machine. This is the fax machine that is external to the CIC system.

T30 String VarChar(50) Fax specific addressing. This information will be specific to the fax machine and contains the T.30 string sent from the remote fax machine or sent by the CIC system.

PortName Sting VarChar(50) The CIC port name where the fax was processed.

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Column Name (Bold = Indexed)

IC Data Type

Output Data Type (size) Description

PortNumber Long Int The CIC port number where the fax was processed

Duration Long Int The length of the transmission expressed in seconds

Speed Long Int The speed of the transmission expressed in BPS

PageCount Long Int The number of pages transmitted.

ErrorInfo String VarChar(1024) Internal CIC errors on why faxes failed to transmit. This includes driver and TS errors.

SignalQuality Long Int The quality of the fax transmission expressed as unit/range specific to the fax hardware used in the transmission and might not be provided with all fax hardware.

SignalStrength Long Int The strength of the signal expressed as unit/range specific to the fax hardware used in the transmission and may not be provided with all fax hardware.

LineNoise Long Int The amount of line noise expressed as unit/range specific to the fax hardware used in the transmission and might not be provided with all fax hardware.

Header String VarChar(128) Transmitting Fax Only: The header information at the top of each fax.

SendWhen Long Int Transmitting Fax Only: A flag indicating when the fax will be transmitted. 0 = ASAP, 1 = Scheduled Time, and 2 = Cheap hours.

CheapBeginDateTime Datetime Datetime Transmitting Fax Only: The beginning of the off or cheap hours. This information is only present if SendWhen = 2.

CheapEndDateTime Datetime Datetime Transmitting Fax Only: The end of the off or cheap hours. This information is only present if SendWhen = 2

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Column Name (Bold = Indexed)

IC Data Type

Output Data Type (size) Description

ScheduledDateTime Datetime Datetime Transmitting Fax Only: Scheduled time to send fax. This information is only present if SendWhen = 1

Retries Long Int Transmitting Fax Only: Number of retries requested for the fax. Each fax, by default, will have one attempt. The first attempt is not included in the retry number.

RetryDelay Long Int Transmitting Fax Only: The number of seconds between fax attempts

SubmitDateTime DateTime Datetime(8) The date and time that the fax was submitted to the CIC system for processing. The SubmitDateTime will match the ProcessingDatetime for incoming faxes.

SenderName String Char(50) Transmitting Fax Only: The CIC User ID of the user who submitted the fax for processing.

NotifyOnSuccess Long Int Transmitting Fax Only: This value will be 1 if the sender is to be notified on successful fax transmission. By default the value is zero.

SuccessAddress String Char(100) Transmitting Fax Only: If NotifyOnSuccess = 1, then this is the e-mail address of the person/persons to be notified of successful fax transmission.

NotifyOnFailure Long Int Transmitting Fax Only: This value will be 1 if the sender is to be notified on failed fax transmissions. By default the value is zero.

FailureAddress String Char(100) Transmitting Fax Only: If NotifyOnSuccess = 1, then this is the email address of the person/persons to be notified of failed fax transmissions.

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Column Name (Bold = Indexed)

IC Data Type

Output Data Type (size) Description

FailureAttempts Long Int Transmitting Fax Only: The number of the fax attempt. When the number of FailureAttempts is greater than the Retries, the fax is considered to be failed.

FailureType Long Int Transmitting Fax Only: The reason the fax failed to transmit. 1 = Busy, 2 = No Answer, 3 = No Remote Fax Detected, and 4 = Unknown. 0 = Successful Transmission

MaxBPS Long Int Transmitting Fax Only: The maximum allowed BPS. This value can be set by the sender.

DeviceGroup String Char(50) Transmitting Fax Only: The user requested device group to be used to transmit the fax. In IA, you can create named groups of fax stations.

For example, imagine this scenario that has 4 fax stations, which are used for two purposes: First to handle normal inbound/outbound daily faxing, and second to handle large fax broadcasts to thousands of users.

Without fax groups, a fax broadcast to thousands of users would tie up all the fax stations for hours or days and your normal inbound/outbound faxing would be down. In this case you could, for example, create a fax group called FaxBroadcast which includes only two of the fax stations and set this fax group name on each broadcast fax. This will restrict the faxes to using only stations included in the group.

CoverPageName String VarChar(50) Transmitting Fax Only: The name of the type of cover page used, such as Confidential, Fax1, Fax2

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Column Name (Bold = Indexed)

IC Data Type

Output Data Type (size) Description

ToCompany String Char(50) Transmitting Fax Only: The name of the company of the fax recipient as entered on the cover page.

ToName String Char(50) Transmitting Fax Only: The name of the fax recipient as entered on the cover page.

ToVoicePhone Sting VarChar(50) Transmitting Fax Only: The telephone number of the fax recipient as entered on the cover page.

FromName String Char(50) Transmitting Fax Only: The name of the fax sender as entered on the cover page. This name can be different from the SenderName as this name is not system driven, but entered by the sender.

FromFaxPhone String VarChar(50) Transmitting Fax Only: The fax number of the sender as entered on the cover page.

FromVoicePhone String VarChar(50) Transmitting Fax Only: The phone number of the sender as entered on the cover page.

FromCompany String Char(50) Transmitting Fax Only: The name of the sending company as entered by the sender on the cover page.

FaxComment String VarChar(1024) Transmitting Fax Only: Any comments entered by the sender for the fax.

LocalCSID String VarChar(50) The station ID of the internal (CIC) fax machine. This is the fax machine that is internal to the CIC system.

I3TimeStampGMT System Supplied

DateTimeGMT The system supplied date and time of when the row was added or inserted into the table.

SiteID Long Int Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

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Column Name (Bold = Indexed)

IC Data Type

Output Data Type (size) Description

SubSiteID Long Int Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

Direction Long Int The direction of the fax. 1 = incoming and 0 = outgoing.

SubmitDateTimeGMT Datetime DatetimeGMT The Greenwich Mean Time of SubmitDateTime

Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT

I3TimeStampGMT83 (Oracle)

Clustered non-unique

Non-unique

I3TimeStampGMT Ascending

SiteID Ascending

SubSiteID Ascending

FaxEnvelopeHist Unique EnvelopeID Ascending

EnvelopeTimestamp Ascending

CallIDKey Ascending

SiteID Ascending

SubSiteID Ascending

FaxEnvelopeHistProcTime Non-Unique ProcessingDateTime Ascending

SiteID Ascending

SubSiteID Ascending

FaxEnvelopeHistCallID Non-unique CallIDKey Ascending

SiteID Ascending

SubsiteID Ascending

FaxEnvelopeFaxID Non-unique FaxID Ascending

FaxTimestamp Ascending

SiteID Ascending

SubSiteID Ascending

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IVR History Table This log contains historical data about activity within the IVR.

Physical Attributes Log Identifier 84

Log Name IVR History

Table Name IVRHistory

Column Definitions Column Name Type Description

InteractionKey String(10) Unique string identifier for an Interaction. Same as CallId in CallDetail table, or CallIdKey in FaxEnvelopeHist table.

SiteId Integer Site identifier for the interaction

SubSiteId Integer Reserved.

dEventTime Datetime Datetime event occurred

SeqNo Tinyint Sequence number of event. If more than one event occurs for this InteractionKey in a second, then the sequence number will be incremented for each additional interaction that occurred. Normally this value will be 0.

cEventType String(10) Event that has occurred. The event will define the meaning of the columns that follow.

‘INAPP’ - Enter application (ApplicationName)

‘OUTAPP’ - Exit application (ApplicationName, AbortFlag)

‘INMENU’ – Enter menu (MenuName)

‘OUTMENU’ – Exit menu (MenuName, AbortFlag)

‘PATH’ – Path taken (Path Name, AbortFlag) includes agent and disconnect.

cEventData1 String(50) See cEventType for definition of this value.

cEventData2 String(50) See cEventType for definition of this value.

cEventData3 String(50) See cEventType for definition of this value.

I3TimestampGMT Datetime Timestamp value created at time of data creation used in automated data deletion process.

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IVR Interval Table This log contains IVR navigation data that is accumulated and reported on a configurable interval.

Physical Attributes Log Identifier 85

Log Name IVR Interval

Table Name IVRInterval

Column Definitions Name Type Description

IVRIntervalId Integer This column and the column SiteId make up the primary key for the IVRInterval table

cLevelName String(50) Application for which this data is reported. "*" will be used when reporting for all activities in IVR. This will be the concatenation of the Level Names defining the current level separated by '|'. Example ‘Profile1|Schedule2|Application3’

nLevel Tinyint Level of the statistics. Profile=1, Schedule=2, Application/Complex Operation=3, Menu=4, Task=5.

ParentLevels String(200) Parent levels refer to the Attendant node above the current node. In the case where the current node is the root (nLevel=1), there will be no parent node.

cExitPath String(250) Path for which this data is reported. An "*" will be used when this is a summary row of all activity for the Application and Menu. The path reported is the exit path from the menu. When the exit reason is transfer to a Queue, then the path will be reported as "Transfer WG:{Queue Name}". When the exit reason is a transfer to a user or station queue, the path will be “Transfer User” or “Transfer Station”. When the exit reason is an abort of IVR, then the path will be “Abort”. “Disconnect” will be used when an interaction disconnects while still in IVR.

SiteId Integer Site Identifier of site reporting data.

SubSiteId Integer Reserved for future use

dIntervalStart Datetime Starting time of the interval.

dIntervalStartGMT Datetime Starting time of the interval adjusted to GMT.

nDuration Integer Duration of reporting interval in seconds starting from the dIntervalStart.

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Name Type Description

nEnteredFirst Integer Number of interactions entering this level/ path the first time.

nEnteredRepeat Integer Number of interactions repeating an entry to this level / path.

nDurationFirst Integer Seconds from entry until exit of level taking path for the first time.

nDurationRepeat Integer Seconds from reentry until exit of level or taking path again.

nExitCode Integer Code indicating the type of exit associated with the level0 = Not an abort, 1 = Abort. This might contain other values in the future as other exit types are added.

I3TimestampGMT Datetime Timestamp value created at time of data creation used in automated data deletion process.

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WrapUp Statistics Wrap-up code feature has been drastically improved in this release. An interaction can now have multiple wrap-up code assigned for every segment it has. A wrap-up segment boundary gets defined when the interaction gets consulted (blind or warm) or made into a conference. The database logging is thus revamped to accommodate such behavior.

For the 4.0 release, a new table called InteractionWrapup replaced the IWrapUpStats table. Unlike IWrapUpStats, where an individual row represented a group of wrap-up code data, InteractionWrapup contains one segment wrap-up code for every interaction that requires a wrap-up code. The IWrapUpStats table will continue to remain in the database for legacy or migrated data.

A new column called SourceInteractionIdKey is introduced with this table. The field represents an InteractionIdKey and is meaningful on warm consult and conference cases. On single segment cases, the field will be identical to that of InteractionIdKey. On other cases, the field represents an intermediate interaction that was caused by the target interaction, or InteractionIdKey. In those cases, agents may see interactions in their client that is the effect of another interaction. This field is introduced to show their relationship.

Table name: InteractionWrapup

Column Definitions

Column Name

Bold = Indexed

IC Data Type SQL Data Type (Size)

Description

InteractionIdKey (PK) String Char (18) The Interaction ID Key represented by this row.

WrapupSegmentId (PK) Integer Smallint (2) The wrap-up code segment identifier. Note that this identifier is meant only for representing wrap-up segment, not any other segments.

SourceInteractionIdKey (PK, I1)

String Char (18) See explanation above.

SiteId (PK) Integer Smallint (2) Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

SeqNo (PK) Integer Tinyint (1) For future use.

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Column Name

Bold = Indexed

IC Data Type SQL Data Type (Size)

Description

UserId (I2) String NVarchar (50) The user queue that this record went into.

WorkgroupId (I3) String Nvarchar (100) The workgroup queue that this record went into.

WrapupRequired Integer Bit (1) Whether this record requires a wrap-up code or not. At this point, only wrap-up required interaction will make it to the table. 1 (required) or 0 (not required).

WrapupCode String Nvarchar (50) The wrap-up code entered.

WrapupCategory String Nvarchar(50) The wrap-up category for the given wrap-up code at the time that the wrap-up code was entered.

WrapupIncompleteReason String Char (1) For future use.

WrapupStartDateTimeUTC (I1) Datetime Datetime (8) The start for this wrap-up segment in UTC.

WrapupStartDTOffSet Integer Int (4) The offset for the start for this wrap-up segment to make it a local time.

tConnected Integer Numeric(19) The time in milliseconds that this wrap-up segment stayed as connected.

tAcw Integer Numeric(19) The sum of the time, in milliseconds, the agent spent in an After Call Work status (also known as wrap up time). The count starts when an item goes inactive, usually due to a local or remote disconnect, and the count ends when the agent leaves the After

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Column Name

Bold = Indexed

IC Data Type SQL Data Type (Size)

Description

Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

nHold Integer Int (4) Number of ACD items that were placed on hold while in this queue.

tHold Integer Numeric(19) The sum of the time, in milliseconds, all ACD items spent on hold while in this queue.

nSuspend Integer Int (4) For future use.

tSuspend Integer Numeric(19) For future use.

nSupervisorRequests Integer Int (4) For future use.

Index Definitions Index Name Index Type Column Name Order

PK_InteractionWrapup (PK)

Non-clustered Primary Key

InteractionIdKey Ascending

WrapupSegmentId Ascending

SourceInteractionIdKey

Ascending

SiteId Ascending

SeqNo Ascending

IX_IntxWrapup_StartDT_UTC (I1)

Clustered non-unique

WrapupStartDateTimeUTC

Ascending

SiteId Ascending

IX_IntxWrapup_UserID (I2)

Non-Unique UserId Ascending

IX_IntxWrapup_WorkgroupID (I3)

Non-unique WorkgroupId Ascending

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Agent Queue Activation History This log contains data about each agent’s activation and deactivation change history in each queue. It records an entry each time the agent is activated or deactivated from a workgroup with a queue, where the agent is a member of that workgroup.

Queue Activation CIC administrators, supervisors, and users with the appropriate administrative access controls can optionally activate and deactivate agents on a per queue basis without regard to the agent’s Interaction Center status or state. See "Agent Status Data" earlier in this document for more information on agent status and state. This feature enables authorized agents monitoring multiple queues to deactivate themselves from inactive or lower priority queues in order to monitor busy or high priority queues without changing their status or logging out of the inactive queue. It also enables supervisors and administrators to activate or deactivate other agents, using Interaction Supervisor and Interaction Administrator, in queues without regard to that agent’s status or logged in state. This only works on ACD and Custom workgroup queues.

The activation and deactivation event criteria includes:

· When an agent activates or deactivates himself or herself via the Workgroup Activation dialog in Interaction Client. This requires that the agent’s user account be given “Activate Self” Access Control in Interaction Administrator.

· When a supervisor activates or deactivates an agent using Interaction Supervisor. This requires that the supervisor’s user account be given “Activate Others” Access Control in Interaction Administrator.

· When a user is added or removed from an ACD or Custom workgroup in Interaction Administrator. By default, users are added to workgroups in an Activated state.

· When an ACD or Custom workgroup is created or deleted in Interaction Administrator. By default, workgroups are created with users in an Activated state.

All ACD agent user accounts that are members of ACD or Custom workgroup queues and which are upgraded from a pre-IC 2.4 system are flagged as Activated when they are imported into IC 2.4.

Physical Attributes Log Identifier 86

Log Name Agent Queue Activation History

Table Name AgentQueueActivationHist

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Column Definitions Name Type Description

UserId String(50) The user name defined in Interaction Administrator for each agent logged into the system and who is a member of an ACD or Custom workgroup queue.

ActivationDateTime DateTime The local date and time an agent was activated or deactivated in a queue. By default, agents are activated or deactivated in the queue in the following conditions:

1) When an agent is activated or deactivated from the Workgroup Activation dialog in Interaction Client or Interaction Supervisor.

2) When a user is added or removed from an ACD or Custom workgroup in Interaction Administrator.

3) When an ACD or Custom workgroup is created or deleted in Interaction Administrator.

ActivationDateTimeGMT DateTime Greenwich Mean Time-based agent activation or deactivation date and time.

Workgroup String(50) The name of each ACD or Custom workgroup queue included in the parameter range.

ActivationFlag Integer When an agent is activated in a workgroup queue, the value is 1, which appears as Yes in the report. When an agent is deactivated, the value is 0, which appears as No in the Activated column of the report.

HasQueueFlag Integer Indicates if the named workgroup is defined in Interaction Administrator as a workgroup with a queue. In the current release, only workgroups with a queue can activate and deactivate agents. The value is 1 if the workgroup has a queue, which appears as Yes in the Has Queue? column. Otherwise, the value is 0.

ActivatedBy String(50) Contains the CIC user name of the person with Access Control who activated or deactivated the User ID from a queue in Interaction Client or Interaction Supervisor. If the change is made from Interaction Administrator, the value is "Administrator" followed by “User Added” or “User Removed”, or “Workgroup Added” or “Workgroup Removed”.

SiteId Integer Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

SubSiteId Integer Reserved for future use

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Name Type Description

I3TimestampGMT Datetime Timestamp value created at time of data creation used in automated data deletion process.

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Administrative Data This class of data includes the Interaction Administrator (IA) Change Notification table and the IC Change Notification table. These tables are audit trail tables for configuration changes you make in CIC. Both of these tables record changes you make in CIC, but they do so from different levels of the system.

Data Source The data source for this class of data is event driven by changes you make in the configuration in Interaction Administrator, or any change you make to the CIC configuration in the case of the IC Change Notification log.

Type of Information Stored The type of information we store in this table are class, path, key, user and station making the change (not available for IC Change notification), and type of change.

Report Types using this data The administrative report types use this data to allow you to search for changes by class and other attributes.

Interaction Administrator Change Notification Table This table is a log of all changes you make using the Interaction Administrator program. CIC adds a record in the IA Change Notification table for any change you make using Interaction Administrator. A change you make using handlers or other methods is not recorded here.

Physical Attributes Log Identifier Log Name Table Name

7 Interaction Administrator Change Notification Log

IAChangeLog

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

ChangeDateTime DateTime DateTime (8) Date/time of the change.

ChangeTime String Char (8) Time of the change.

ChangeDateTimeGMT DateTime DateTime (8) Date/time of the change adjusted to Greenwich Mean Time.

UserId String Varchar (50) User identifier of the user whose configuration has changed. This is the User ID as defined in Interaction Administrator

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

StationId String Varchar (50) Identifier of station whose configuration has changed.

ChangeType String Varchar (50) Type of change. Expected values are “Created”, “Deleted”, “Renamed”, “Modified”

EntryKey String Varchar (128) Entry path of the directory services key changed. Includes key name.

EntryClass String Varchar (50) Directory services class of the key that was changed. Typical values are “User” or “Report Log”.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date/time when the row was sent to the IC Logging server for insertion into the database.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in IC 2.1. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IEChangeTime Non Unique ChangeDateTime Ascending

EntryClass Ascending

SiteId Ascending

SubSiteId Ascending

IEEntryKey Non Unique EntryKey Ascending

ChangeDateTime Ascending

SiteId Ascending

SubSiteId Ascending

IEUserId Non Unique UserId Ascending

ChangeDateTime Ascending

SiteId Ascending

SubSiteId Ascending

IEStationId Non Unique StationId Ascending

ChangeDateTime Ascending

SiteId Ascending

SubSiteId Ascending

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Enhanced Interaction Administrator Change Notification Table The EnhancedIAChangeLog table is the primary table that is used for the Enhanced Interaction Administrator Change Log. If you enable the log, changes in supported Interaction Administrator containers are logged in this table.

Physical Attributes Log Identifier Log Name Table Name

6 Enhanced Interaction Administrator Change Notification Log

EnhancedIAChangeLog

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

EnhancedIAChangeLogId

Integer Int (4) Unique ID for the change

ChangeDateTime DateTime DateTime (8) Local server date and time when the change was made

ChangeTime String Nchar (16) Local time of the change.

ChangeDateTimeGMT DateTime DateTime (8) Greenwich Mean Time for when the change was made.

UserId String Nvarchar (100) User ID that made the change

StationId String Nvarchar (100) ID of the computer from which the change was made

ChangeType String Nvarchar (100) Type of change that was made. The values are Addition, Modification, Deletion, and Initial. Initial is the data taken when the system takes a snapshot point of the DS data

EntryKey String Nvarchar (256) Item affected by the change

EntryClass String Nvarchar (100) The Interaction Administrator container for which the change was made.

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

Note: Log records for licenses and skills are handled in this manner:

- “License” denotes a license change made in the License Allocation container.

- “UserLicense” denotes a license change made in the Users container.

- “StationLicense” denotes a license change was made from the Stations container.

Note: Log records for skills are handled in this manner:

- "Skills" denotes a change from Skills container.

- "SkillsUser" denotes a change to the user from the Skills container.

- "SkillsWorkgroup" denotes a change to the workgroup from the Skills container.

I3TimeStampGMT (System Supplied)

DateTime (8) GMT Timestamp

SiteId Integer SmallInt (2) Site ID

SubSiteId Integer SmallInt (2) Subsite Id

ApplicationId Integer SmallInt (2) ID of the application from where the change was made. The ID number corresponds to the ID found in the ICApplications table.

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Index Definitions Index Name Index Type Column Name Order

PK_EnhancedIAChangeLog

CLUSTERED EnhancedIAChangeLogId

Ascending

IX_EnhancedIAChangeLog

NONCLUSTERED EnhancedIAChangeLogId

Ascending

EntryKey Ascending

EntryClass Ascending

ChangeType Ascending

I3TimeStampGMT Ascending

SiteId Ascending

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Interaction Administrator Attribute Log Table The IAAttributeLog table is a child table of the IAChangeLog table. This table contains the specific attribute that was changed, the previous value, and the new value. There may be multiple records in the IAAttributeLog table that are for a single record in the IAChangeLog table.

Note: Changes involving licenses are not recorded in this table.

Physical Attributes Log Identifier Log Name Table Name

Not applicable Not applicable IAAttributeLog

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

IAAttributeLogId Integer Int (4) Unique ID for the attribute that was changed

EnhancedIAChangeLogId

Integer Int (4) The foreign key to the IAChangeLog table

AttributeName String Nvarchar (200) The name of the attribute that was changed

PrevousValue String Nvarchar (3700) The value before the change was made. This field can contain an empty string if the value was never been set before change logging was enabled, or if the field was cleared of its value.

NewValue String Nvarchar (3700) The new value for the attribute. This field can contain an empty string if the field was cleared of its value.

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Index Definitions Index Name Index Type Column Name Order

PK_IAAttributeLog CLUSTERED IAAttributeLogId Ascending

IX_IAAttributeLog NONCLUSTERED IAAttributeLogId Ascending

EnhancedIAChangeLogId

Ascending

AttributeName Ascending

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Interaction Administrator License Attribute Log Table The IALicenseAttributeLog table is a child table of EnhancedIAChangeLog table. This table captures the changes made for a user or a workstation license attribute.

Note: There are several attributes for each user or workstation license. When a change is made to a user or a workstation license attribute, this table does not record which attribute was changed. Instead, all of the licenses for the user or station are written to the table.

To determine which specific attribute was changed, do a diff to compare the current set of license attributes with the previous set of license attributes. A set of records for a single change will have the same EnhancedIAChangeLogID.

Physical Attributes Log Identifier Log Name Table Name

Not applicable Not applicable IALicenseAttributeLog

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

IALicenseAttributeLogId

Integer Int (4) Unique ID for the license change

EnhancedIAChangeLogId

Integer Int (4) The foreign key to the IAChangeLog table

License Integer SmallInt (2) License ID. This ID corresponds to the ID found in the IALicenseLookup table.

IsAssignable Bit Bit (1) Indicates whether the license allocation method for the given IAChangeLog entry key is assignable or concurrent:

- A value of 1 means assignable.

- A value of 0 means concurrent.

IsActive Bit Bit (1) Indicates whether licenses are enabled for the given IAChangeLog entry key:

- 1 means enabled.

- 0 means disabled.

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

CallCallback Bit Bit (1) Denotes whether call/callback is selected as the ACD media type. This field is valid only for ACD Media 2 and ACD Media 3 licenses.

Chat Bit Bit (1) Denotes whether chat is selected as the ACD media type. This field is valid only for ACD Media 2 and ACD Media 3 licenses.

Email Bit Bit (1) Denotes whether email is selected as the ACD media type. This field is valid only for ACD Media 2 and ACD Media 3 licenses.

Generic Bit Bit (1) Denotes whether generic is selected as the ACD media type. This field is valid only for ACD Media 2 and ACD Media 3 licenses.

Index Definitions Index Name Index Type Column Name Order

PK_IALicenseAttributeLog

CLUSTERED IALicenseAttributeLogId

Ascending

IX_IALicenseAttributeLog

NONCLUSTERED IALicenseAttributeLogId

Ascending

EnhancedIAChangeLogId

Ascending

License Ascending

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IC ApplicationsTable The ICApplications table is a

Physical Attributes Log Identifier Log Name Table Name

Not applicable Not applicable ICApplications

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

Id Integer SmallInt (2) An identifier that gets stored in certain tables: LoginLogoutChangelog and EnhancedIAChangelog, instead of storing the full application name.

ApplicationsName String Nvarchar (100) This is the name of an application that runs on an IC Server or connects to an IC Server.

Index Definitions Index Name Index Type Column Name Order

PK_IALicenseLookup CLUSTERED License Ascending

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IA License Lookup Table The IALicenseLookup table is a

Physical Attributes Log Identifier Log Name Table Name

Not applicable Not applicable IALicenseLookup

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

IALicenseLookupId Integer SmallInt (2) An identifier that gets stored in IALicenseAttributeLog table instead of storing the full license name.

License String Nvarchar (400) This is the name of a license, for example, I3_ACCESS_ACD_MEDIA_1.

Index Definitions Index Name Index Type Column Name Order

PK_ICApplications CLUSTERED Id Ascending

IX_Applications NONCLUSTERED ApplicationName Ascending

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IC Change Notification Table The IC Change Notification table records any changes made through the Directory Services subsystem, including any configuration change. This includes every persistent user/agent status change made by a user or handler.

Note

These changes include security changes made to each user if the default user security is changed, so the number of entries this log generates could be very large, if you have it activated.

For this reason, CIC configures this log and table inactive. If tighter auditing is required, you can activate the log to provide the information detailed below, at the cost of additional database space and system performance.

Physical Attributes Log Identifier Log Name Table Name

8 IC Change Notification Log ICDirChangeLog

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

ChangeDateTime DateTime DateTime (8) Date/time of the change.

ChangeTime String Char (8) Time of the change as a string.

ChangeDateTimeGMT DateTime DateTime (8) Date/time of the change adjusted to Greenwich Mean Time.

NotificationType String Varchar (50) Type of notification. Expected values are:

· Created · Deleted · Renamed · Modified · Inactive Created · Inactive Deleted · Inactive Renamed · Inactive Modified

Inactive types designate changes that occur in inactive portions of the configuration tree.

EntryName String Varchar (50) Name of the entry changed.

EntryPath String Varchar (128) Full path, including key, of the entry that was changed.

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

EntryClass String Varchar (50) Directory Services class of the key that was changed. Typical values are User or Report Log.

ListOfAttributes String Varchar (255) List of the attributes that were modified or created. This column allows NULL values.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the table.

SiteId Integer Long Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer Long Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IEChangeTime Non Unique ChangeDateTime Ascending

EntryClass Ascending

SiteId Ascending

SubSiteId Ascending

IEEntryPath Non Unique EntryPath Ascending

ChangeDateTime Ascending

SiteId Ascending

SubSiteId Ascending

IEEntryName Non Unique EntryName Ascending

ChangeDateTime Ascending

SiteId Ascending

SubSiteId Ascending

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LoginLogoutChangeLog_viw view The LoginLogoutChangeLog_viw view contains timestamp, administrative and client login, and application name data.

Note In the event of switchover, logout will not be tracked as the subsystem to track login and logout is no longer operational. After a switchover, only new logins are logged in the database table.

LoginLogoutChangeLog_viw Schema

Column Name IC Data Type

Size isNull Description

ApplicationName nvarchar 50 No Client Application name, for example, Interaction Client or Interaction Administrator

Action smallint No Action type, for example, Login or Logout

ActionDateTime datetime2 3 No The timestamp when the action happens

ActionDateTimeGMT datetime2 3 No The GMT timestamp when the action happens

UserId nvarchar 50 Yes Userid, who logged in to or logged out from the application

Station nvarchar 50 Yes Station used to log in to or log out from the application

ICServer nvarchar 50 Yes Machine or IC server the application logged in to or logged out from

Server smallint Yes SessionManager instance Id

IsAdministrative tinyint No Is the action an administrative one

ActionResult Yes Error code if the action is failed

I3TimeStampGMT datetime No Used by the data records purging mechanism

SiteId smallint No

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Configuration Mirror Data Configuration mirror data is data that CIC copies from the configuration to aid in the generation of reports. The mirror tables include data for account code configurations, user and workgroup relationships, line and line group configurations, and line group to lines relationships.

The User to Workgroup relationship allows you to build reports that can group user data by workgroups. The line and line group reports use the line and line group configuration information to report on least used lines by group, or to display additional configuration information about the line or group. The account code configuration allows the system to display account code information on various interaction detail type reports.

Note that these tables reflect the current configuration. Reports that use these tables might not represent historical information correctly if you have changed the configuration information since CIC generated the historical data. Currently, the reports that operate with this restriction are the Queue Period Statistics Agent Performance and Line Group reports.

Normally you would not use the logging tool to place data into these tables. CIC updates these tables automatically via a system process. If this data is out of sync with CIC, you can update the data for a site by executing the following command at the IC server command prompt:

“SendCustomNotification AdminServer SyncAllMirrorLogs”

Formulas in CIC reports allow the account code information and the user workgroup relationship information to be read directly from Interaction Administrator. This allows for more functionality on the reports. The reports use the ININ function to get the requested information.

Data Source The source for this data is the CIC configuration which the system copies from CIC to your database on any restart, and updated any time you change the configuration.

Types of information Types of information include portions of configuration information for user to workgroup relationships, line and line group configuration, and line to line group relationships.

Report types using this data Some queue period statistics reports use this data to restrict users to non-queue workgroups. Line group reports use this data to show details about lines and line group configurations, as well as to find the least used lines in a group.

Mirror Data and the Switchover Process When you configure two IC servers so that one is an automatic backup of the other using the switchover process, no duplication of data or any problems relative to any report and configuration mirror data logging in CIC should occur. This is because the system that switchover considers the backup operates in a suspended mode that suppresses the normal mirror and data logging activities.

However, the system might duplicate data if you disconnect one of the two systems from the switchover hardware and boot it up as a stand-alone server. This system then becomes a full and complete CIC system that is identically configured to the other running server. This means that any operations that you perform on this separated backup CIC system, will cause active

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mirror and logging activity to go to the shared database. This can result in CIC inserting duplicate rows of data, or possibly, inserting the wrong data into the tables.

Caution

When you are using switchover, make sure that if you perform any tests while the CIC systems are not in their normal switchover configuration, change the server Site ID to make sure there is no conflict with data being generated by the two separated CIC systems.

User to Workgroup Relationship Mirror Table The content of this table is a mirror image of users and their workgroup membership as you have them currently configured in CIC. This table is not used on any of the CIC reports. There are plans to remove this table from the database in a future release.

Physical Attributes Log Identifier Log Name Table Name

70 User to Workgroup Relationship UserWorkgroups

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

UserId String Varchar (50) User identifier for a user configured in CIC.

WorkGroup String Varchar (50) Workgroup for which the user is currently a member in CIC.

QueueFlag Sting Varchar (50) Flag that indicates if the workgroup has a queue. Workgroups can be created without queues and are typically used for organization purposes at a site. This flag allows reports to use queue or non-queue workgroups, where appropriate, based on the type of report being executed. ‘N’ = No queue, ‘Y’ = Has Queue.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date time when the row was sent to the IC Logging server for insertion into the table.

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

PKWorkgroup Primary Key Workgroup Ascending

UserId Ascending

SiteId Ascending

SubSiteId Ascending

IEUserId Unique UserId Ascending

Workgroup Ascending

SiteId Ascending

SubSiteId Ascending

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Line Configuration Mirror Table The content of this table is a mirror image of the lines as you have them currently configured in CIC.

Physical Attributes Log Identifier Log Name Table Name

71 Line Configuration Mirror LineConfig

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

LineId String Varchar (50) Identifier for the line.

ActiveFlag Integer SmallInt (2) Flag indicating if the line configuration is an active or inactive configuration. Normally, inactive lines would be ignored by reports. 1 = Active, 0 = Inactive.

Direction String Varchar (20) Line direction.

LineType String Varchar (50) Line or board type of the line. Expected values would be Analog, T1, and E1.

PhoneNumber String Varchar (20) Phone number of the line.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date/time when this row was sent to the IC Logging server for insertion into the table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

SubSiteId Integer SmallInt (2) Not used in this current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IELineConfig Non-unique LineId Ascending

SiteId Ascending

SubSiteId Ascending

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Line Group Configuration Mirror Table The content of this table is a mirror image of the line groups as you have them currently configured in CIC.

Physical Attributes Log Identifier Log Name Table Name

72 Line Group Configuration Mirror LineGroupConfig

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

GroupId String Varchar (50) Group identifier or name of the line group.

Description String Varchar (50) Description of the line group from the CIC configuration.

DialGroupFlag Sting SmallInt (2) Flag that indicates if the line group is used by CIC for dialing. Not all groups need be configured for use as a dialing group. 1 = True, 0 = False.

ReportFlag Sting SmallInt (2) Flag that indicates if the group is to be included in reports. If the flag as false, this line group will be excluded from line group reports. 1 = True, 0 = False.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date/time when the row was sent to the IC Logging server for insertion into the table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

has such functionality, this field is zero and is reserved for future use.

Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IELineGroupConfig GroupId Ascending

SiteId Ascending

SubSiteId Ascending

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Line Group to Line Mirror Table The content of this table is a mirror image of the line group to lines relationship as they are currently configured in CIC.

Physical Attributes Log Identifier Log Name Table Name

73 Line Group to Lines Relationship Mirror LineGroupLines

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

GroupId String Varchar (50) Group identifier for the line group.

LineId String Varchar (50) Line identifier for a line in the Line Group.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date/time when row was sent to the IC Logging server for insertion into the table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in IC 2.1. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

IELineGroupLines Non-clustered GroupId Ascending

LineId Ascending

SiteId Ascending

SubSiteId Ascending

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Account Code Mirror The content of this table is a mirror image of the account codes as they are currently configured in CIC. This table is not used on any of the CIC reports. There are plans to remove this table from the database in a future release.

Physical Attributes Log Identifier Log Name Table Name

74 Account Code Mirror AccountCodeMirror

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

AccountCode String Varchar (50) Group identifier for the line group.

Description String Varchar (128) Line identifier for a line in the Line Group.

I3TimeStampGMT (System Supplied)

DateTime (8) System supplied date/time when row was sent to the IC Logging server for insertion into the table.

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

SubSiteId Integer SmallInt (2) Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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Index Definitions Index Name Index Type Column Name Order

I3TimeStampGMT Clustered non-unique I3TimeStampGMT Ascending

SiteId Ascending

SubSiteId Ascending

PKAccountCodeMirror Non-clustered AccountCode Ascending

SiteId Ascending

SubSiteId Ascending

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SMS Delivery Receipts This table counts delivery receipts for the SMS messages sent to end users on cellular phones. This table is not used on any of the CIC reports.

Physical Attributes Log Identifier Log Name Table Name

75 SMS Delivery Receipts SMSDeliveryReceipts

Column Definitions Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

StartDateTimeUTC (System Supplied)

DateTime2(3) StartDateTime (UTC) when the delivery receipt was received with success or failure for the Interaction ID. This is either Push Time Stamp that comes with the broker http POST parameters or if not specified the timestamp when the delivery receipt is tracked.

InteractionIDKey

String Char(18) CallId (Please refer to

Appendix E Interaction Summary Table)

SiteId Integer SmallInt (2) Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. (Please refer to Appendix E Interaction Summary Table)

SeqNo Integer TinyInt SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey. (Please refer to Appendix E Interaction Summary Table)

InteractionID Integer bigint CallID/Interaction id of the interaction. This is what displayed in our interaction client.

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Column Name (Bold=Indexed)

IC Data Type

SQL Data Type (Size)

Description

(Please refer to Appendix E Interaction Summary Table)

SuccessCount Integer int Amount of messages successfully delivered to the end user for the same InteractionIdKey.

FailureCount Integer int Amount of messages that failed to be delivered to the end user for the same InteractionIdKey.

AttemptCount Integer int Amount of attempts to deliver messages to the end user for the same InteractionIdKey with the condition that one attempt is allowed per message. If AttemptCount is higher than the sum of SuccessCount and FailureCount for some InteractionIdKey, then the broker did not provide a final delivery status for some messages, so their status is not known.

Broker String Nvarchar(50) The name of the broker source configured in IA that was used for attempting to deliver messages for the same InteractionIdKey.

Index Definitions Index Name Index Type Column Name Order PK_SMSDeliveryReceipts Non-clustered InteractionIDKey Ascending

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Index Name Index Type Column Name Order

SiteId Ascending

SeqNo Ascending

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Appendix A: How CIC generates Interaction IDs This section describes how CIC generates unique IDs for each interaction in the system. These identifiers are called Call ID in Interaction Client, and they are modified and stored in the CIC database as a unique CallIDKey in the Call ID column. However, these identifiers apply to all interaction types.

Call IDs Call IDs are 10 digit identifiers that are guaranteed to be used by at most one interaction at any point in time. They are likely to repeat after a period of time. To preserve each Call ID, and later be able to distinguish it from other interactions, CIC stores the CallIDKey, which is guaranteed to uniquely identify an interaction.

CallIDKeys CallIdKeys are 18 character alphanumeric strings whose format might change from release to release, though the values will always be unique.

Important The format and use of this field is reserved, and it should not be used as anything more than an opaque identifier. The format of this field might be changed at any time. This field is documented for descriptive purposes only.

Call ID Keys changed in 2.3 The CallIDKey is comprised of the 10 digit CallId plus an eight digit date in this format: YYYYMMDD. For example, a call placed on April 9, 2004 might show a Call ID of 2101990183 on Interaction Client. The resulting CallIDKey stored in the database would be that CallID plus the date: 210199018320040409.

Note

In IC version 2.2, the Call ID Key remained 10 characters but it became a case-insensitive string. In 2.3, it changed from 10 characters (a CHAR10) to 18 characters (CHAR18).

Prior to the release of version 2.3, the CallID and the CallIDKey were not the same, so you could not easily map these values to each other without customizations. Starting in 2.3, the CallIDKey included the CallID embedded within it. That meant, for the first time, you were able to search the Call Detail Record log for the original CallID number as seen in Interaction Client.

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Call IDs and Call ID Keys changed in 2.1 In 2.1 the Call ID, as seen in the client, changed to a single digit (1-3), followed by the Site ID, then followed by a six-digit sequence number.

The Client Call ID: 1001010003

The Call ID no longer "resets" at midnight. The number is persisted in the registry under Software\Interactive Intelligence\Eic\Notifier\InteractionIDSequencer. The system updates this value for every 10000 allocations.

The Call ID Key encoding that is stored in the database also changed. The Call ID Key, for version 2.1, is still a ten character case-sensitive string.

The Client Call ID Key: 1JKBx00001

It is unique over a long period of time (roughly 127 years), but its construction is now largely opaque due to the need to handle a much larger range of identifiers than was previously necessary. The Call ID Key is constructed based on the following information:

· Date of the last server restart

· Site ID

· Six least significant digits of the Call ID (When the six least significant digits of the Call ID overflow, the portion of the Call ID Key derived from the server restart date is advanced.)

How Client Call IDs were generated in 2.0 and prior CIC stores Client Call IDs in the call attribute, EIC_CallId, which serves as a temporary unique identifier for each call object. The decimal value of the Client Call ID is an integer in the range 100000000 – 4199999999. The call identifier is typically a large number composed of 10 digits in the following format:

MM SSS DDDDD

DDDDD is a number that the system increments for each successive Client Call ID. It is set to zero when then system clock rolls over at midnight, and is set to the number of seconds since midnight when CIC is started.

SSS is the site identifier. To maintain unique identifiers across multi-site installations, CIC uses the value of the Site Identifier (an integer value in the range 0 - 999 configured by IA) in the Client Call ID.

MM is, by default, the day of the month. If your CIC system consumes Client Call IDs at a very high rate and the DDDDD value overflows, CIC resets DDDDD to zero and MM to (MM + 17) % 41 + 1.

Because CIC uses this method the system reuses Client Call IDs approximately every month.

For example, 0100100001 is the first Client Call ID the system allocates at site 1 on the first day of any month (the first Client Call ID is not necessarily the first call made or received).

As another example, 1200200100 is the hundredth Client Call ID the system allocates at site 2 on the twelfth day of any month.

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Description of EIC_CallIDKey in 2.0 and Prior In order to have unique keys for database operations, we added a new call attribute, EIC_CallIdKey.

EIC_CallIDKey is a unique identifier whose value is a ten-character string composed of alphanumeric characters (digits and upper and lower case alphabetic) that is unique across related sites over an extended period of time (106 years). The first three characters of Eic_CallIDKey correspond to a rare base 62 count of the number of days since we released CIC. The next two characters are the Site ID (it looks like decimal digits for Site IDs in the range 0 - 99 and looks like strange alphabetic characters for Site IDs larger than 99). The last five characters correspond to the low order five digits of the original IC 1.2 Call ID.

Typically, there is a one-to-one mapping between the Client Call ID value and the Eic_CallIDKey string. When CIC supports intelligent transfers between related CIC systems, the system keeps the same Client Call ID and Eic_CallIDKey value with the call.

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Appendix B: Setting the QueuePeriodStatisticsInterval Server Parameter The installation sets the Queue Period Statistics (QPS) interval in Interaction Administrator using the server parameter, QueuePeriodStatisticsInterval. The default value of the parameter is 1800 seconds (30 minutes) at the time of installation, but you can change it. You can set the value to anything greater than 300 seconds. There is a very high upper limit (max value = max signed integer, in case you were wondering), but the practical range for most sites is from 900 to 3600 seconds. The default CIC reports generally expect a one-hour or less interval setting but the reports will work with any setting. If you set an interval that is not an even part of an hour it leads to odd-looking statistics, but that is not necessarily wrong, it just may be hard for you to read the statistics. You can set a one-day interval setting, but this is unlikely to give you meaningful statistics on a busy IC server.

If you change this parameter it will affect the number of records stored in the SQL tables, therefore, it will affect the size of the database.

If you change this parameter it will not affect records CIC has already stored in the database. If you run any QPS reports using a date/time range that includes a date/time in which a different setting was in effect, the report will reflect the setting in effect when the records were written to the database.

The QPS process of writing statistics to the SQL tables may cause additional processing load on your server. If you change the parameter it will affect how often the QPS processing load occurs and you should considered this if you have a heavily-used server that is near its maximum processor capacity.

In some cases, the interval start times might not be exactly on the hour. Stopping and starting CIC usually causes this. You might see these odd interval start times in the reports.

If you change the value of the parameter, you do not have to reboot the server for this parameter change to take effect. CIC processes the change dynamically and it takes effect immediately. The system reschedules the current end of the interval with the new value.

Although it often appears that way, the setting is not necessarily always relative to the hour. The setting is scheduled from midnight. Therefore, as long as 60 is divisible by the value without a remainder, the hour is one of the times. However, nothing restricts it to this behavior.

If you change the setting to run every 5 minutes, then QPS will run at the next 5-minute period. For example, if you change the setting to 5 minutes at 12:01, then QPS will run at 12:05. If you change it to one hour at 12:30 PM, then it will run at 1:00 PM.

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Appendix C: Optimizer Column Definitions For the most part, Optimizer table and column names are self-describing. For example, the IO_VolumeForecastStats table contains volume forecast data and the IO_SchedulingUnit.StartDayOfWeek column specifies the start day of the week for the scheduling unit. We use bit mask values for some enumerated types. These values are documented in the following table.

Note

This information on column definitions is not an attempt to document the structure and content of the Interaction Optimizer tables. It is intended as a guide to interpreting some of the information in Interaction Optimizer reports. The organization of Interaction Optimizer data might change in future releases or the Interaction Optimizer database might be entirely replaced in future releases.

Table Column Name Description

IO_Activity AttendanceReqType Attendance requirement types

0 Unspecified

1 Required

2 Optional

3 Ignore

IO_DayClassification

IO_DailyConstraints

DayType

ActiveDays

Day types

0 None

1 Sunday

2 Monday

4 Tuesday

8 Wednesday

16 Thursday

32 Friday

64 Saturday

128 Sunday optional

256 Monday optional

512 Tuesday optional

1024 Wednesday optional

2048 Thursday optional

4096 Friday optional

8192 Saturday optional

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Table Column Name Description

IO_RTAException ExceptionType RTA exception type

0 Unknown

1 None

2 Early

3 Late

4 Unscheduled

5 Loggedout

6 Skipped

IO_RTAException Excused RTA excused types

0 Not excused

1 Excused

IO_HeadcountForecast GenerationMethod Headcount forecast generation method types

0 None

1 ErlangC

2 ACDSim

3 Import

IO_HeadcountForecastStats

IO_UtilizationSettings

IO_VolumeForecastStats

InteractionType Interaction types

-1 Sim †

0 None

1 Calls

2 Chats

4 Emails

8 Callbacks

16 GenericObjects

32 InstantQuestions

64 SMS

128 WebCollaborations

† Used to differentiate simulation data.

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Table Column Name Description

IO_ForecastScheduleEntry

IO_VolumeForecast

IO_HeadcountForecast

ProcessCompletionLevel Process completion level types

0 None

1 ACDDataReview

2 DaySelection

4 VolumeForecast

8 HeadcountForecast

16 Schedule

IO_TimeOffRequest RequestState Time off request state types

3 Pending

5 Approved

7 Denied

11 Submitted †

† Value was “9” in 2.4 SU 30 and earlier.

IO_TimeOffRequest RequestType Time off request types

3 FullDay

5 PartialDay

IO_DayClassification SpecialDayType Special day types

0 Undefined

1 Holiday

2 Other

3 FirstOFMonth

4 FirstOfQuarter

5 FirstOfYear

6 EndOfMonth

7 EndOfQuarter

8 EndOfYear

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Appendix D: Custom Logging to Report Tables

Custom logging is Interaction Center's term for specifying what data is logged under each column in the report database. The packaged reports and report log data comprise the default CIC reporting features. However, there are additional statistics and attributes, as well as custom attributes that you can capture in some report logs.

At least four tables in the CIC database provide extra, unused columns, such as CustomString1 in the Interaction Custom Attribute table, to log custom data. The following report logs provide extra columns that can be used for custom logging of non-default report log data:

Log ID Report Log Name

20 Interaction Custom Attributes

110 Agent Queue Statistics Interval

111 Statistics Group Interval

112 Workgroup Queue Statistics Interval

Generally, use custom logging to specify what is logged to these columns. While it is possible to change what is logged to the non-custom columns, such as CallDirection in the CallDetail_viw view, avoid modifying these columns without proper reason, as changing what is logged to the non-custom columns will change the behavior of the packaged reports.

Activating Custom Logging Custom logging is activated on the Mappings page in the Report Log configuration dialog in Interaction Administrator. By default, the Use default mappings check box is selected on the Mappings page. This means the system uses the original default report log mapping, and ignores any custom output mapping that has been defined.

To activate custom logging: 1. Clear the Use default mappings check box. 2. In the Map string box, specify the target column and the custom attribute to store

your data. Multiple columns and attributes can be listed by separating each expression with a semicolon.

An example of a map string, in the Map string text box, might contain: CustomString1=CallAttribute("CallLog"); CustomString2=CallAttribute("CEOline"); CustomString3=ToInt(CallAttribute("LineNo")

See the following figure of the Report Log Configuration dialog.

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ACTIVATE CUSTOM LOGGING ON THE MAPPINGS PAGE OF THE REPORT LOG CONFIGURATION DIALOG.

In the example of Figure 1, CallAttribute is a function that returns the string value of an IC call attribute that CIC provides as a parameter. The map string CustomString1=CallAttribute('CallLog') specifies that the CallLog attribute will be logged in the CustomString1 column of the CallDetail table.

Note

When getting call attributes, put the name of the attribute in quotes—single or double quotes, it doesn’t matter as long as the opening and closing quotes match.

All changes to the report log configuration are dynamic and will take effect immediately if the custom mapping is valid. The system will ignore mappings and continue logging without your changes if your mappings are invalid. Invalid column names, such as a column name not followed by an equal sign and an expression, invalid expressions, or invalid bindings, all cause errors in mappings.

ServerReportLogAutoN Carefully use this server parameter ServerReportLogAutoN (where N = Interaction Administrator Log ID #) to control whether logging is done by statserver or not. You would only deactivate auto logging if you are doing logging through handlers. This is an advanced feature, and should be used cautiously.

Important note

If you set the ServerReportLogAutoN to any value OTHER than Y, YES, T, TRUE, or 1 (not case-sensitive), the system deactivates the custom logging for the specified log. The deactivation appears in the event and trace logs.

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IC Report Logging Default Mappings This section contains information on what data type can be stored in each field and what type of information is currently stored in each field in the IC Report log tables. You can map any attribute the system currently collects to one of the custom fields available in the log tables.

Standard Output Mappings CIC uses several default output mappings, called helpers, which provide standard functionality for SiteID, SubSiteID, and custom columns. These helpers are mentioned throughout the documentation of the default mappings. Normally, you do not use these helpers when you create custom mappings, but they are explained here so it will be apparent to you what these mappings do and why they are set in place.

· $SiteID$

This helper maps to the currently configured site identifier at the time the system generates a row of data. CIC dynamically processes this value, so any changes to the site identifier will take effect immediately without restarting any of the custom logging system components.

· $SubSiteID$

This helper currently outputs zero (0) because CIC does not contain a configured sub-site at this time. This is reserved for future use and should not be altered.

· $Custom$

This helper indicates additional information will optionally contain an identifier to define the data type. If no additional information is bound, then a NULL or empty value is supplied based on the type.

Type Null or Empty

Long 0

String Empty string ‘’

DateTime 1970-1-5 00:00:00

Double 0.0

Boolean False

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Interaction Custom Logging Interaction Detail custom logging functionality operates on Interaction Data and processes it to the Interaction Custom Attributes Log , Log 20, in Interaction Administrator. The custom logging is activated on the Report Log Configuration – 20 dialog, on the Mappings page.

Note

The values—variables or functions— represent values from the Interaction object in CIC at the time the object has completed the processing of the Interaction. The logging occurs one minute after the interaction has disconnected. Here is the mapping about the interaction attributes that get logged into the Interaction Summary table. The custom attributes are logged into the Interaction Custom Attribute table.

Output Column and Default Mappings

Column Name Required Type Value/Function Parameter

CallId String CALLATTRIBUTE “EIC_CallIdKey”

CallType String CALLTYPE

CallDirection String CALLDIRECTION

LineId String NORMALIZEDLINEID

StationId String NORMALIZEDSTATIONID

LocalUserId String NORMALIZEDLOCALUSERID

LocalNumber String LocalTn

LocalName String LocalName

RemoteNumber String REMOTENUMBERLOGICALCOMPONENT “IC_NormalizedNoTrailing”

RemoteNumberCountry Long REMOTENUMBERCOUNTRYCODE

RemoteNumberLoComp1 String REMOTENUMBERLOGICALCOMPONENT “ReportingCode1”

RemoteNumberLoComp2 String REMOTENUMBERLOGICALCOMPONENT “ReportingCode2”

RemoteNumberFmt String CALLATTRIBUTE “EIC_RemoteTnDisplay”

RemoteNumberCallId String CALLATTRIBUTE “EIC_RemoteTnRaw”

RemoteName String RemoteName

InitiatedDate DateTime InitiatedDateTime

InitiatedDateTimeGmt DateTime InitiatedDateTime

ConnectedDate DateTime ConnectedDateTime

ConnectedDateTimeGmt DateTime ConnectedDateTime

TerminatedDate DateTime TerminatedDateTime

TerminatedDateTimeGmt DateTime TerminatedDateTime

CallDurationSeconds Long TOTALCONNECTEDDURATION

HoldDurationSeconds Long TOTALHELDDURATION

LineDurationSeconds Long TOTALLINEDURATION

DNIS String CALLATTRIBUTE “EIC_LocalTnRaw”

CallEventLog String CALLATTRIBUTE “CallLog”

InteractionType Long INTERACTIONTYPE

AccountCode String CALLATTRIBUTE “EIC_AccountCode”

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Output Column and Default Mappings

Column Name Required Type Value/Function Parameter

PurposeCode Long $CUSTOM$ "ToInt( CallAttribute( ' EIC_CallPurpose' ) )”

DispositionCode Long $CUSTOM$ "ToInt( CallAttribute ( ‘EIC_DispositionCode’) )"

CallNote String CALLATTRIBUTE “EIC_Note )

SiteId Long $SiteId$

SubSiteId Long $SubSiteId$

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Queue Period Statistics Custom Logging The custom logging mechanism processes the IAgentQueueStats (Log ID 110), IStatsGroup (Log ID 111), and IWrkgrpQueueStats (Log ID 112) logs. The three logs have different output columns and default bindings, but they share a common set of values and functions. The results of some of these values and functions have a slightly different meaning depending on the set of data, or hierarchy you use.

There are three hierarchies: A – Agent, W – Workgroup, S – Statistics group. These three hierarchies map to the IAgentQueueStats, IWkrgrpQueueStats, and IStatsGroup logs.

Note

If you require complex customization, not allowed by custom logging, the Queue Period Statistics Report Initiator is available for more advanced use.

IAgentQueueStats Columns and Default Mappings

Column Type Variable/Function Parameter

cType String HierarchyId

cName String HierarchyValues "0,0”

cReportGroup String HierarchyValues "1,1”

cHKey3 String HierarchyValues "2,2”

cHKey4 String HierarchyValues "3,3”

dIntervalStart Datetime tIntervalStart

dIntervalStartUTC DateTime tIntervalStart

nDuration Long nDuration

nSchemaMajorVersion Long nSchemaMajorVersion

nSchemaMinorVersion Long nSchemaMinorVersion

nEnteredAcd Long nEnteredAcd

nAbandonedAcd Long nAbandonedAcd

nGrabbedAcd Long nGrabbedAcd

nLocalDisconnectAcd Long nLocalDisconnectAcd

nLocalDisconnectAgentAlertAcd Long nLocalDisconnectAgentAlertAcd

nLocalDisconnectAgentAcd Long nLocalDisconnectAgentAcd

nAlertedAcd Long nAlertedAcd

nAnsweredAcd Long nAnsweredAcd

nAnswered Long nAnsweredAll

nAcdSvcLvl Long anServiceLevelTimes “0”

nAnsweredAcdSvcLvl Long nAnsweredAcdSvcLvl

nAnsweredAcdSvcLvl1 Long anAnsweredSvcLvlAcd “0”

nAnsweredAcdSvcLvl2 Long anAnsweredSvcLvlAcd “1”

nAnsweredAcdSvcLvl3 Long anAnsweredSvcLvlAcd “2”

nAnsweredAcdSvcLvl4 Long anAnsweredSvcLvlAcd “3”

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IAgentQueueStats Columns and Default Mappings

Column Type Variable/Function Parameter

nAnsweredAcdSvcLvl5 Long anAnsweredSvcLvlAcd “4”

nAnsweredAcdSvcLvl6 Long anAnsweredSvcLvlAcd “5”

cAnsweredAcdSvcLvlOverflows String cAnsweredSvcLvlAcd “6”

nAbandonAcdSvcLvl Long nAbandonAcdSvcLvl

nAbandonAcdSvcLvl1 Long anAbandonedSvcLvlAcd “0”

nAbandonAcdSvcLvl2 Long anAbandonedSvcLvlAcd “1”

nAbandonAcdSvcLvl3 Long anAbandonedSvcLvlAcd “2”

nAbandonAcdSvcLvl4 Long anAbandonedSvcLvlAcd “3”

nAbandonAcdSvcLvl5 Long anAbandonedSvcLvlAcd “4”

nAbandonAcdSvcLvl6 Long anAbandonedSvcLvlAcd “5”

cAbandonAcdSvcLvlOverflows String cAbandonedSvcLvlAcd “6”

tGrabbedAcd Long tGrabbedAcd

tAnsweredAcd Long tAnsweredAcd

mtAnsweredAcd Long mtAnsweredAcd

tAbandonedAcd Long tAbandonedAcd

tTalkAcd Long tTalkAcd

nHoldAcd Long nHoldAcd

tHoldAcd Long tHoldAcd

nSuspendedAcd Long nSuspendedAcd

tSuspendedAcd Long tSuspendedAcd

nHeldSpanAcd Long nHeldSpanAcd

tAcw Long tAcwAcd

nExternToInternCalls Long nExternalToInternalCallsAll

nExternToInternAcdCalls Long nExternalToInternalCallsAcd

nInternToExternCalls Long nInternalToExternalCallsAll

nInternToExternAcdCalls Long nInternalToExternalCallsAcd

nInternToInternCalls Long nInternalToInternalCallsAll

nInternToInternAcdCalls Long nInternalToInternalCallsAcd

tExternToInternCalls Long tExternalToInternalCallsAll

tExternToInternAcdCalls Long tExternalToInternalCallsAcd

tInternToExternCalls Long tInternalToExternalCallsAll

tInternToExternAcdCalls Long tInternalToExternalCallsAcd

tInternToInternCalls Long tInternalToInternalCallsAll

tInternToInternAcdCalls Long tInternalToInternalCallsAcd

nAcwCalls Long nAcwCallsAcd

tAcwCalls Long tAcwCallsAcd

nTransferedAcd Long aCountersAcd “Transfer"

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IAgentQueueStats Columns and Default Mappings

Column Type Variable/Function Parameter

nNotAnsweredAcd Long nNotAnsweredAcd

tAlertedAcd Long tAlertedAcd

nFlowOutAcd Long nFlowOutAcd

tFlowOutAcd Long tFlowOutAcd

nStartWaitAlertAcdCalls Long nStartingWaitAlertCountAcd

nStartActiveAcdCalls Long nStartingActiveCountAcd

nStartHeldAcdCalls Long nStartingHeldCountAcd

nEndWaitAlertAcdCalls Long nEndingWaitAlertCountAcd

nEndActiveAcdCalls Long nEndingActiveCountAcd

nEndHeldAcdCalls Long nEndingHeldCountAcd

nTransferWithinAcdCalls Long nTransferWithinWorkgroupAcd

nTransferOutAcdCalls Long nTransferOutWorkgroupAcd

nDisconnectAcd Long nDisconnectAcd

nCallActivityAcd Long nCallActivityAcd

nCallActivity Long nCallActivityAcd

tAgentLoggedIn Long tAgentLoggedInAcd

tAgentAvailable Long tAgentAvailableAcd

tAgentTalk Long tAgentTalkAcd

tAgentOtherBusy Long tAgentOtherBusyAcd

tAgentOnAcdCall Long tAgentOnAcdCallAcd

tAgentOnOtherAcdCall Long tAgentOnOtherAcdCallAcd

tAgentInAcw Long tAgentInAcwAcd

tAgentOnNonAcdCall Long tAgentOnNonAcdCallAcd

tAgentDnd Long tAgentDndAcd

tAgentNotAvailable Long tAgentNotAvailableAcd

tAgentAcdLoggedIn Long tAgentAcdLoggedInAcd

tAgentStatusDnd Long tAgentStatusDndAcd

tAgentStatusAcw Long tAgentStatusAcwAcd

tAgentLoggedInDiluted Long tAgentLoggedInDilutedAcd

tStatusGroupFollowup Long atStatusGroupTimesAcd "Followup"

tStatusGroupBreak Long atStatusGroupTimesAcd "Break"

tStatusGroupTraining Long atStatusGroupTimesAcd "Training"

CustomValue1 Long $Custom$

CustomValue2 Long $Custom$

CustomValue3 Long $Custom$

CustomValue4 Long $Custom$

CustomValue5 Long $Custom$

CustomValue6 Long $Custom$

SiteId Long $SiteId$

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IAgentQueueStats Columns and Default Mappings

Column Type Variable/Function Parameter

SubSiteId Long $SubSiteId$

nServiceLevel Long nServiceLevel

cServiceLevels String cServiceLevels

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IWrkgrpQueueStats Columns and Default Mappings

Column Type Variable/Function Parameter

cType String HierarchyId

cName String HierarchyValues "0,0”

cReportGroup String HierarchyValues "1,1”

cHKey3 String HierarchyValues "2,2”

cHKey4 String HierarchyValues "3,3”

dIntervalStart String tIntervalStart

nDuration Long nDuration

nSchemaMajorVersion Long nSchemaMajorVersion

nSchemaMinorVersion Long nSchemaMinorVersion

dIntervalStartUTC DateTime tIntervalStart

nEnteredAcd Long nEnteredAcd

nAbandonedAcd Long nAbandonedAcd

nGrabbedAcd Long nGrabbedAcd

nLocalDisconnectAcd Long nLocalDisconnectAcd

nLocalDisconnectAgentAlertAcd Long nLocalDisconnectAgentAlertAcd

nLocalDisconnectAgentAcd Long nLocalDisconnectAgentAcd

nAlertedAcd Long nAlertedAcd

nAnsweredAcd Long nAnsweredAcd

nAnswered Long nAnsweredAll

nAcdSvcLvl Long anServiceLevelTimes “0”

nAnsweredAcdSvcLvl Long nAnsweredAcdSvcLvl

nAnsweredAcdSvcLvl1 Long anAnsweredSvcLvlAcd “0”

nAnsweredAcdSvcLvl2 Long anAnsweredSvcLvlAcd “1”

nAnsweredAcdSvcLvl3 Long anAnsweredSvcLvlAcd “2”

nAnsweredAcdSvcLvl4 Long anAnsweredSvcLvlAcd “3”

nAnsweredAcdSvcLvl5 Long anAnsweredSvcLvlAcd “4”

nAnsweredAcdSvcLvl6 Long anAnsweredSvcLvlAcd “5”

cAnsweredAcdSvcLvlOverflows String cAnsweredSvcLvlAcd “6”

nAbandonAcdSvcLvl Long nAbandonAcdSvcLvl

nAbandonAcdSvcLvl1 Long anAbandonedSvcLvlAcd “0”

nAbandonAcdSvcLvl2 Long anAbandonedSvcLvlAcd “1”

nAbandonAcdSvcLvl3 Long anAbandonedSvcLvlAcd “2”

nAbandonAcdSvcLvl4 Long anAbandonedSvcLvlAcd “3”

nAbandonAcdSvcLvl5 Long anAbandonedSvcLvlAcd “4”

nAbandonAcdSvcLvl6 Long anAbandonedSvcLvlAcd “5”

cAbandonAcdSvcLvlOverflows String cAbandonedSvcLvlAcd “6”

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IWrkgrpQueueStats Columns and Default Mappings

Column Type Variable/Function Parameter

tGrabbedAcd Long tGrabbedAcd

tAnsweredAcd Long tAnsweredAcd

mtAnsweredAcd Long mtAnsweredAcd

tAbandonedAcd Long tAbandonedAcd

tTalkAcd Long tTalkAcd

nHoldAcd Long nHoldAcd

tHoldAcd Long tHoldAcd

nSuspendedAcd Long nSuspendedAcd

tSuspendedAcd Long tSuspendedAcd

nHeldSpanAcd Long nHeldSpanAcd

tAcw Long tAcwAcd

nExternToInternCalls Long nExternalToInternalCallsAll

nExternToInternAcdCalls Long nExternalToInternalCallsAcd

nInternToExternCalls Long nInternalToExternalCallsAll

nInternToExternAcdCalls Long nInternalToExternalCallsAcd

nInternToInternCalls Long nInternalToInternalCallsAll

nInternToInternAcdCalls Long nInternalToInternalCallsAcd

tExternToInternCalls Long tExternalToInternalCallsAll

tExternToInternAcdCalls Long tExternalToInternalCallsAcd

tInternToExternCalls Long tInternalToExternalCallsAll

tInternToExternAcdCalls Long tInternalToExternalCallsAcd

tInternToInternCalls Long tInternalToInternalCallsAll

tInternToInternAcdCalls Long tInternalToInternalCallsAcd

nAcwCalls Long nAcwCallsAcd

tAcwCalls Long tAcwCallsAcd

nTransferedAcd Long aCountersAcd “Transfer"

nNotAnsweredAcd Long nNotAnsweredAcd

tAlertedAcd Long tAlertedAcd

nFlowOutAcd Long nFlowOutAcd

tFlowOutAcd Long tFlowOutAcd

nStartWaitAlertAcdCalls Long nStartingWaitAlertCountAcd

nStartActiveAcdCalls Long nStartingActiveCountAcd

nStartHeldAcdCalls Long nStartingHeldCountAcd

nEndWaitAlertAcdCalls Long nEndingWaitAlertCountAcd

nEndActiveAcdCalls Long nEndingActiveCountAcd

nEndHeldAcdCalls Long nEndingHeldCountAcd

nTransferWithinAcdCalls Long nTransferWithinWorkgroupAcd

nTransferOutAcdCalls Long nTransferOutWorkgroupAcd

nDisconnectAcd Long nDisconnectAcd

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IWrkgrpQueueStats Columns and Default Mappings

Column Type Variable/Function Parameter

nCallActivityAcd Long nCallActivityAcd

nCallActivity Long nCallActivityAcd

tAgentLoggedIn Long tAgentLoggedInAcd

tAgentAvailable Long tAgentAvailableAcd

tAgentTalk Long tAgentTalkAcd

tAgentOtherBusy Long tAgentOtherBusyAcd

tAgentOnAcdCall Long tAgentOnAcdCallAcd

tAgentOnOtherAcdCall Long tAgentOnOtherAcdCallAcd

tAgentInAcw Long tAgentInAcwAcd

tAgentOnNonAcdCall Long tAgentOnNonAcdCallAcd

tAgentDnd Long tAgentDndAcd

tAgentNotAvailable Long tAgentNotAvailableAcd

tAgentAcdLoggedIn Long tAgentAcdLoggedInAcd

tAgentStatusDnd Long tAgentStatusDndAcd

tAgentStatusAcw Long tAgentStatusAcwAcd

tAgentLoggedInDiluted Long tAgentLoggedInDilutedAcd

tStatusGroupFollowup Long atStatusGroupTimesAcd "Followup"

tStatusGroupBreak Long atStatusGroupTimesAcd "Break"

tStatusGroupTraining Long atStatusGroupTimesAcd "Training"

CustomValue1 Long $Custom$

CustomValue2 Long $Custom$

CustomValue3 Long $Custom$

CustomValue4 Long $Custom$

CustomValue5 Long $Custom$

CustomValue6 Long $Custom$

SiteId Long $SiteId$

SubSiteId Long $SubSiteId$

nServiceLevel Long nServiceLevel

cServiceLevels String cServiceLevels

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IStatsGroup Columns and Default Mappings

Column Type Variable/Function Parameter

cType String HierarchyId

cName String HierarchyValues "0,0”

cReportGroup String HierarchyValues "1,1”

cHKey3 String HierarchyValues "2,2”

cHKey4 String HierarchyValues "3,3”

dIntervalStart Datetime tIntervalStart

dIntervalStartUTC DateTime tIntervalStart

nDuration Long nDuration

nSchemaMajorVersion Long nSchemaMajorVersion

nSchemaMinorVersion Long nSchemaMinorVersion

nEnteredAcd Long nEnteredAcd

nAbandonedAcd Long nAbandonedAcd

nGrabbedAcd Long nGrabbedAcd

nLocalDisconnectAcd Long nLocalDisconnectAcd

nLocalDisconnectAgentAlertAcd Long nLocalDisconnectAgentAlertAcd

nLocalDisconnectAgentAcd Long nLocalDisconnectAgentAcd

nAlertedAcd Long nAlertedAcd

nAnsweredAcd Long nAnsweredAcd

nAnswered Long nAnsweredAll

nAcdSvcLvl Long anServiceLevelTimes “0”

nAnsweredAcdSvcLvl Long nAnsweredAcdSvcLvl

nAnsweredAcdSvcLvl1 Long anAnsweredSvcLvlAcd “0”

nAnsweredAcdSvcLvl2 Long anAnsweredSvcLvlAcd “1”

nAnsweredAcdSvcLvl3 Long anAnsweredSvcLvlAcd “2”

nAnsweredAcdSvcLvl4 Long anAnsweredSvcLvlAcd “3”

nAnsweredAcdSvcLvl5 Long anAnsweredSvcLvlAcd “4”

nAnsweredAcdSvcLvl6 Long anAnsweredSvcLvlAcd “5”

cAnsweredAcdSvcLvlOverflows String cAnsweredSvcLvlAcd “6”

nAbandonAcdSvcLvl Long nAbandonAcdSvcLvl

nAbandonAcdSvcLvl1 Long anAbandonedSvcLvlAcd “0”

nAbandonAcdSvcLvl2 Long anAbandonedSvcLvlAcd “1”

nAbandonAcdSvcLvl3 Long anAbandonedSvcLvlAcd “2”

nAbandonAcdSvcLvl4 Long anAbandonedSvcLvlAcd “3”

nAbandonAcdSvcLvl5 Long anAbandonedSvcLvlAcd “4”

nAbandonAcdSvcLvl6 Long anAbandonedSvcLvlAcd “5”

cAbandonAcdSvcLvlOverflows String cAbandonedSvcLvlAcd “6”

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IStatsGroup Columns and Default Mappings

Column Type Variable/Function Parameter

tGrabbedAcd Long tGrabbedAcd

tAnsweredAcd Long tAnsweredAcd

mtAnsweredAcd Long mtAnsweredAcd

tAbandonedAcd Long tAbandonedAcd

tTalkAcd Long tTalkAcd

nHoldAcd Long nHoldAcd

tHoldAcd Long tHoldAcd

nSuspendedAcd Long nSuspendedAcd

tSuspendedAcd Long tSuspendedAcd

nHeldSpanAcd Long nHeldSpanAcd

tAcw Long tAcwAcd

nExternToInternCalls Long nExternalToInternalCallsAll

nExternToInternAcdCalls Long nExternalToInternalCallsAcd

nInternToExternCalls Long nInternalToExternalCallsAll

nInternToExternAcdCalls Long nInternalToExternalCallsAcd

nInternToInternCalls Long nInternalToInternalCallsAll

nInternToInternAcdCalls Long nInternalToInternalCallsAcd

tExternToInternCalls Long tExternalToInternalCallsAll

tExternToInternAcdCalls Long tExternalToInternalCallsAcd

tInternToExternCalls Long tInternalToExternalCallsAll

tInternToExternAcdCalls Long tInternalToExternalCallsAcd

tInternToInternCalls Long tInternalToInternalCallsAll

tInternToInternAcdCalls Long tInternalToInternalCallsAcd

nAcwCalls Long nAcwCallsAcd

tAcwCalls Long tAcwCallsAcd

nTransferedAcd Long aCountersAcd “Transfer"

nNotAnsweredAcd Long nNotAnsweredAcd

tAlertedAcd Long tAlertedAcd

nFlowOutAcd Long nFlowOutAcd

tFlowOutAcd Long tFlowOutAcd

nStartWaitAlertAcdCalls Long nStartingWaitAlertCountAcd

nStartActiveAcdCalls Long nStartingActiveCountAcd

nStartHeldAcdCalls Long nStartingHeldCountAcd

nEndWaitAlertAcdCalls Long nEndingWaitAlertCountAcd

nEndActiveAcdCalls Long nEndingActiveCountAcd

nEndHeldAcdCalls Long nEndingHeldCountAcd

nTransferWithinAcdCalls Long nTransferWithinWorkgroupAcd

nTransferOutAcdCalls Long nTransferOutWorkgroupAcd

nDisconnectAcd Long nDisconnectAcd

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IStatsGroup Columns and Default Mappings

Column Type Variable/Function Parameter

nCallActivityAcd Long nCallActivityAcd

nCallActivity Long nCallActivityAcd

CustomValue1 Long $Custom$

CustomValue2 Long $Custom$

CustomValue3 Long $Custom$

CustomValue4 Long $Custom$

CustomValue5 Long $Custom$

CustomValue6 Long $Custom$

SiteId Long $SiteId$

SubSiteId Long $SubSiteId$

nServiceLevel Long nServiceLevel

cServiceLevels String cServiceLevels

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Advance Counter Advance Counter is a tool in Interaction Designer. This tool allows you to create custom statistics for interactions entered by Workgroups, Users, and statsgroups. For example, you could call Advance Counter on interaction x twice, with "foo" as the counter name, and on interaction y once. If x and y enter Marketing, you could say:

CustomValue1 = ACountersAcd('foo')

then, "3" would appear in that column for IWrkgrpQueueStats.cName = 'Marketing'. Another example is ACountersAll('foo'), which specifies all interactions, not just ACD ones.

And finally, CustomValue1 = ACountersAll('foo') - ACountersAcd('foo') to get the non-ACD interactions.

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Appendix E: Interaction Tables

InteractionSummary Table This is a table summarizing key attributes of the interaction. In general, only one row for an interaction will be logged here. If the interaction is persisted and recreated with the same InteractionIDKey, we will see two rows with sequence numbers incremented. This is the table which replaces our legacy calldetail table. It has all the columns we had in calldetail table plus some new columns to track additional attributes. Here is the mapping between Interaction Summary and Calldetail view.

Column Name Type Null Default

Description CallDetail_viw

InteractionIDKey Char(18) No Interaction Key CallId

SiteID Integer No -1 SiteID of the Interaction where it disconnected.

SiteID

SeqNo TinyInt No 0 SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey.

Not Included

InteractionID bigint No CallID/Interaction id of the interaction. This is what displayed in our interaction client

Not Included

StartDateTimeUTC DateTime2(3) Timestamp(3)

No StartDateTime (UTC) for the Interaction ID

Not Included

StartDTOffset Integer No Offset to Server local time, in milliseconds, for the UTC StartDateTime

Not Included

Direction tinyint No Interaction Direction (1-inbound, 2-Outbound, 3-Intercom, 4-Intercom Outbound, 5-Intercom Inbound, 0-Unknown)

CallDirection

ConnectionType tinyint No Unknown(0), External(1), Intercom(2),

CallType

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Column Name Type Null Default

Description CallDetail_viw

MediaType tinyint No Unknown(255), calls(0), chat(1), SMS(2), GenericObject(4), Email(5), Callback(6)), InstantQuestion(7),WebCollabration(8), MonitorObject(11), Fax(21), WorkItem(22)

InteractionType

RemoteID nVarchar(50)

NULL Remote ID RemoteNumber

DNIS_LocalID nVarchar(50)

NULL Number dialed DNIS

tDialing Integer NULL How long interaction is in dialing state

tDialing

tIVRWait Integer NULL Total IVR Time for the interaction

tIVRWait

tQueueWait Numeric(19)

NULL Total time the interactions waited in one or more Queues

tQueueWait

tAlert Integer NULL Total time the interaction alerted different user/station

tAlert

tConnected Numeric(19)

NULL Total talk time for an Interaction. If the same interaction is handled by multiple agents, it will be the sum of all talk time. (Basically it captures the duration of how long the interaction is in the connected state with two Participants. The Participants can be a remote person, local CIC User, or standalone station.)

Not Included

tHeld Numeric(19)

NULL Total held time for the interaction. If the interaction

CAST(ROUND(I.tHeld/1000., 0) as INTEGER) as HoldDurationSeconds

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Column Name Type Null Default

Description CallDetail_viw

transition to held state is by multiple agents, it will include all held durations.

(Basically it captures the duration of how long the interaction is in held state.)

tSuspend Numeric(19) NULL tSuspend

tConference Numeric(19)

NULL Total time the interaction actively participated in a conference

tConference

tExternal Numeric(19)

NULL Total time the interaction was connected after an external transfer

tExternal

tACW Integer NULL Total wrap up time for the interaction

tACW

tSecuredIVR Numeric(19) NULL This column captures the total duration of the secured session for the particular interaction id. For example, if the interaction went to multiple sessions of secured session, this column will accumulate all the individual sessions and log the total duration.

Not Included

nIVR Small Int NULL Number of times the interaction entered any IVR (as determined by call attribute set by Interaction Attendant or a handler)

nIVR

nQueueWait Small Int NULL Number of times the interaction waited in any ACD queue (even the same one multiple times)

nQueueWait

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Column Name Type Null Default

Description CallDetail_viw

nTalk Small Int NULL Number of times this interaction was actively connected to any agent (even the same one multiple times).

nTalk

nConference Small Int NULL Number of times this interaction was actively connected to any conference (even the same one multiple times)

nConference

nHeld Small Int NULL Number of times the interaction was in held state after connected

nHeld

nTransfer Small Int NULL Number of times the interaction was transferred

nTransfer

nExternal Small Int NULL Number of times the interaction was transferred externally

nExternal

nSecuredIVR Small Int NULL This column captures the number of times the call went to secured session during its entire life.

Not Included

Disposition Small Int No 0 The values that get logged are 0 to 7. For more details, please refer to the Interaction Tracker Help for the Interaction Detail View in IC Business Manager.

Not Included

DispositionCode Small Int NULL

This is how TS server disposition the interaction, same as pre 4.0 version

DispositionCode

WrapUpCode nVarchar(200)

NULL Not used in 4.0 and later releases. Exists for legacy reasons.

WrapUpCode

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Column Name Type Null Default

Description CallDetail_viw

AccountCode nVarchar(50)

NULL Account code tied to the Interaction

AccountCode

IsRecorded Bit NOT NULL

0 or 1. If the interaction is recorded it will be set. If at least one leg of this interaction is recorded it will be set. For example the interaction is recorded then blind transfer to the second agent and not get recorded for the second leg of the interaction, it will be set.

Not Included

IsSurveyed Bit NOT NULL

0 or 1. If the interaction is surveyed, it will be set

Not Included

MediaServerID nVarchar(200)

NULL Media Server where the interaction audio is handled.

Not Included

IndivID Char(22) NULL Remote Party IndivID if it is resolved by Tracker. Will be NULL if it is not resolved

Not Included

OrgID Char(22) NULL Remote Party's OrgID if it is resolved by Tracker. Otherwise it will be NULL

Not Included

LineID nvarchar(50) NULL The line interaction received LineID

LastStationID nvarchar(50) NULL The last connected station to the interaction

StationID

LastLocalUserID nvarchar(50) NULL Local userID associated with the last connected interaction

LocalUserID

LastAssignedWorkgroupID

nvarchar(100)

NULL The last routed workgroup for that interaction.

AssignedWorkGroup

LastLocalNumber varchar(200) NULL Local number associated with the last connected user, For emails it will be mail box id, for chats it will be user's

LocalNumber

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Column Name Type Null Default

Description CallDetail_viw

display name or arbitrary name given by the chat initiator.

LastLocalName nvarchar(50) NULL LocalName associated with the last connected user

LocalName

RemoteICUserID nvarchar(50) NULL The respondent IC User ID, will be populated only for Intercom interaction

Not Included

RemoteNumberCountry

smallint NULL country code associated with the remote number

RemoteNumberCountry

RemoteNumberLoComp1

varchar(10) NULL Lower component of remote number

RemoteNumberLoComp1

RemoteNumberLoComp2

varchar(10) NULL Lower component of remote number

RemoteNumberLoComp2

RemoteNumberFmt varchar(50) NULL Remote number format RemoteNumberFmt

RemoteNumberCallId

varchar(50) NULL CallID RemoteNumberCallId

RemoteName nvarchar(50) NULL Remote Name RemoteName

InitiatedDateTime datetime2(3) TIMESTAMP(3)

NOT NULL

Interaction Initiated date Time with millisecond granularity

InitiatedDate

ConnectedDateTime datetime2(3) TIMESTAMP(3)

NOT NULL

1970-01-01

Interaction connected date Time with millisecond granularity.

ConnectedDate

TerminatedDateTime datetime2(3) TIMESTAMP(3)

NOT NULL

1970-01-01

Interaction Terminated date Time with millisecond granularity

TerminatedDate

LineDuration Numeric(19) NULL duration in line in milliseconds

CAST(ROUND(I.LineDuration/1000., 0) as INTEGER) as LineDurationSeconds

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Column Name Type Null Default

Description CallDetail_viw

CallEventLog nvarchar(2000

NOT NULL

Call Event log CallEventLog

PurposeCode int NULL 0 Purpose code set for the interaction

PurposeCode

CallNote nvarchar(1024)

NULL Text description related to call Not Included

FirstAssignedAcdSkillSet

nvarchar(100)

NULL First ACD Skillset value assigned to an interaction

Not Included

tPark Numeric(19) NULL Total parked time for the interaction. If the interaction transition to park state is by multiple agents, this value includes all parked durations.

Captures the duration of how long the interaction is in a parked state.

CAST(ROUND(I.tPark/1000., 0) as INTEGER) as ParkDurationSeconds

nPark Small Int NULL Number of times the interaction was in parked state

nParked

INDEXES

Primary Key : InteractionIDKey , SiteID, SeqNo

Clustered Index : InitiatedDateTime, SiteID

Additional Indexes : StartDateTimeUTC and LastLocalUserID

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InteractionSegmentDetail Table This table contains a different segment of the interaction captured. This is primarily used by the Interaction Detail view in Interaction Center Business Manager Application (ICBM). In general, there will be only one row for an interaction that will be logged here. If the interaction is persisted and recreated with the same InteractionIDKey, we will see two rows with the sequence numbers incremented.

Column Name Type Nullablity Description

InteractionIDKey char(18) No Interaction Key

SiteID integer No Site ID of the interaction

SeqNo TinyInt No SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey.

StartDateTimeUTC DateTime2(3) Timestamp(3)

No Start date time(UTC) of the interaction segments

StartDTOffset Integer No Offset for the StartDateTime

ConversationID integer Yes Conversation ID associated with Email interaction

Segmentlog nvarchar(max) No Multi value URI representation of the interaction history which may be extracted with ICE Lib APIs. Refer to the ICE Lib documentation for more detail about the URI string.

PrimaryKey : InteractionIDKey, SiteID, SeqNo

Clustered Index : StartDateTimeUTC

Note: SegmentLog can hold the string size up to 1GB.

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InteractionCustomAttributes Table This is a table that contains custom attributes that need to be captured for an interaction. Prior to 4.0, we used to have custom attributes as part of the Calldetail table. Now those attributes are moved to a stand alone table. The advantage is now we have 12 custom columns instead of 6. The IC Administrator can configure to log up to 12 custom attributes for any interaction.

Column Name Type Null Default Description CallDetail_viw

InteractionIDKey char(18) No Interaction Key CallID

SiteID Integer No -1 Site ID of the interaction SiteID

SeqNo TinyInt No 0 SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey.

Not Included

CustomNum1 Integer NULL Custom number column CustomNum1

CustomNum2 Integer NULL Custom number column CustomNum2

CustomNum3 Integer NULL Custom number column CustomNum3

CustomNum4 Integer NULL Custom number column Not Included

CustomNum5 Integer NULL Custom number column Not Included

CustomNum6 Integer NULL Custom number column Not Included

CustomString1 nvarchar(50) NULL Custom String column CustomString1

CustomString2 nvarchar(50) NULL Custom String column CustomString2

CustomString3 nvarchar(50) NULL Custom String column CustomString3

CustomString4 nvarchar(50) NULL Custom String column Not Included

CustomString5 nvarchar(50) NULL Custom String column Not Included

CustomString6 nvarchar(50) NULL Custom String column Not Included

CustomDateTime DateTime2(3) Timestamp(3)

NULL Custom DateTime column CustomDateTime

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CustomDateTimeGmt DateTime2(3) Timestamp(3)

NULL Custom DateTime column, in GMT format

CustomDateTimeGMT

I3TimeStampGMT DateTime2(3) Timestamp(3)

No Log timestamps Not Included

PrimaryKey : InteractionIDKey,SiteID, SeqNo

Clustered Index : I3TimeStampGMT

Note: No record will be logged if there is no custom attribute mapping. If no custom attribute is set for an interaction, no record will be logged as well.

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Appendix F: Interaction Feedback Tables This Interaction Feedback information provides concise and detailed descriptions of the database tables CIC uses to store and generate reports on Interaction Feedback data. This information assists you in understanding the structure and contents of Interaction Feedback tables.

Survey Table The Survey table contains an entry for surveys or survey groups. Note the table is self-referential and embeds the parent-child relationship of surveys to survey groups.

Column Name Type Null Default Description

SurveyID

Varchar(32) No ID of the survey or survey group.

ParentSurveyId Varchar(32) Yes ID of the parent survey or survey group.

SurveyName nVarchar(255) No Name of the survey or survey group.

Note nVarchar(255) Yes Notes about the survey or survey group.

IsPublished Integer Yes One if the survey is published else zero. Other values are not defined. Survey groups always have a zero in this field.

IsTemplate Integer No One if the survey is a template else zero. Other values are not defined. Template surveys are stored in the library and won‘t have any survey results associated with them.

MinAcceptableScore Numeric(19,6) Yes Minimal acceptable score for the survey.

IsGroup Integer No One if this entry is for a survey group else zero. Other values are not defined.

Priority Integer Yes Priority of the survey. Null for survey groups.

RankGroupId UniqueIdentifier Yes ID of the rank group associated with the survey. Null for survey groups.

RecordCall Integer Yes One if the surveyed call should be recorded else zero. Other values are not defined. Null for survey groups.

Type Integer Yes Type of Survey (See the following Explanation of Type.)

Indexes

Primary Key: SurveyID (Clustered) Foreign Keys: ParentSurveyId (not indexed), RankGroupId (not indexed) Additional Indexes: SurveyName

Explanation of Type

Type Description

0 None.

1 Post-call survey.

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2 Inbound survey.

SurveyAnswer Table The SurveyAnswer table contains answers to questions, as the result of a survey.

Column Name Type Null Default Description

SurveyAnswerId Varchar(32) No ID of the survey answer.

SurveyFormID UniqueIdentifier No ID of the survey form this answer belongs to.

SurveyQuestionId Varchar(32) No ID of the question given for this answer.

NumericScore Numeric(19,6) Yes Score given to this answer.

EnumSequence Integer Yes For true/false or multiple choice questions this is the value of EnumSequence in the SurveyQuestionEnum table that contains the possible answers to the question.

FreeFormAnswerURI Varchar(255) Yes Path and filename of the recorded comment for free-form questions. (See the following Explanation of FreeFormAnswerURI.)

Indexes

Primary Key: SurveyAnswerId (Clustered) Foreign Keys: SurveyFormID, SurveyQuestionId Additional Indexes: EnumSequence

Explanation of FreeFormAnswerURI From Interaction Administrator, you can configure the base storage location of recorded comments. From there the recording is stored in a series of subfolders that are created based on the date of the recording. The FreeFormAnswerURI column only contains the date subfolders and the filename of the recording. For example, if the base recording path is D:\FeedbackComments and the recording file name is comment.wav and was recorded on 07/28/2011 at 19:18, then the value of this column would be "201107\2819\18\comment.wav".

To further elaborate on the value of FreeFormAnswerURI, the file name in our previous example was "comment.wav". This was an over simplification. The actual file name of a recorded comment is generated from the following template:

surveysurveyId_callId_surveyQuestionId.wav

where the italicized parts should be replaced with their values from the database. The call ID is only the 10 digit form of the call ID. For example if the survey ID is 1111, the call ID is 2001490800 and the survey question ID is 2222, then the file name would be "survey1111_ 2001490800_2222.wav".

SurveyDetail Table The SurveyDetail table contains detailed information about the result of a survey. There is one row per survey offered.

Column Name

Type Null Default Description

SurveyFormID UniqueIdentifier No ID of the survey form.

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EventCode Integer No Event code for how the survey ended. (See the following Explanation of EventCode and EventDetail.)

EventDetail nVarchar(255) Yes Textual representation of the EventCode column.

EventDate Datetime No UTC Date and time of when the survey was taken.

CallIdKey Varchar(20) No Full 18 digit call ID key of the interaction.

Origin Integer No Origin of the survey (See the following Explanation of Origin)

Indexes Primary Key: SurveyFormID Foreign Keys: SurveyFormID Additional Indexes: EventDate (Clustered)

Explanation of EventCode and EventDetail EventCode and EventDetail can be one of the following values:

EventCode EventDetail

0 None

1 Complete

2 Abandoned

3 Insufficient Resources

4 Opt-out

5 Error

6 NotAnswered

7 CallerDisconnect

Explanation of Origin

Origin Description

0 Post-call

1 External

2 Internal

3 Transfer

4 Outbound

SurveyForm Table The SurveyForm table contains information about the result of a survey. There is one row per survey offered.

Column Name

Type Null Default Description

SurveyFormId UniqueIdentifier No ID of the survey form.

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SurveyID Varchar(32) No ID of the survey that was taken.

CallIdKey Varchar(20) No Full 18 digit call ID key of the interaction.

SurveyedIntxId Varchar(32) Yes ID of the individual who took this survey. Links to the Individual table.

MaxScore Numeric(19,6) Yes Maximum score that could be received when the survey was taken.

MinScore Numeric(19,6) Yes Minimum score that could be received when the survey was taken.

Score Numeric(19,6) Yes Actual score received.

IsComplete Integer No One (1) if the survey was completed, else zero (0). Other values are not defined. See SurveyDetail.EventCode for more information about why the survey was not completed.

RankName nVarchar(40) Yes Name of the rank given to this survey result.

Duration Integer Yes Duration, in seconds, of the time it took to complete the survey.

Indexes

Primary Key: SurveyFormId (Clustered) Foreign Keys: SurveyID Additional Indexes: SurveyedIntxId

SurveyObjectToSurveyPrompt Table This database table associates prompts that are assigned to a survey (Invitation, Opt-in, etc.) or a question. This is a many-to-many relationship.

Column Name Type Null Default Description

SurveyObjectID Varchar(32) No ID of the survey or question.

SurveyPromptID Varchar(32) No ID of the prompt being associated.

AppCode Integer No When during the survey or question the prompt will be played. (See the following Explanation of AppCode.)

Indexes

Primary Key: SurveyObjectID + SurveyPromptID + AppCode (Clustered) Foreign Keys: SurveyPromptID Additional Indexes:

Explanation of AppCode

AppCode can be one of the following values for surveys:

AppCode PromptUsage

0 Survey Invitation

1 Survey Opt-in

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2 Survey Opt-Out

3 Survey Welcome

4 Survey Finish

5 Survey Help

6 Survey Bad Score

Or one of the following values for questions:

AppCode Prompt Usage

7 Question Prompt

8 Question Help

9 Question No Input

10 Question No Match

11 Save Comment

12 Re-Record Comment

13 Re-Play Comment

SurveyPrompt Table The SurveyPrompt table contains information about prompts available for use.

Column Name Type Null Default Description

SurveyPromptID Varchar(32) No ID of the survey prompt.

PromptType Integer No Type of prompt. (See the following Explanation of PromptType.)

PromptName nVarchar(255) Yes Name of the prompt.

RecordingFile nVarchar(255) Yes Filename of the recorded file. All survey prompts are located at \I3\IC\Resources\SurveyPrompts on the IC server.

PromptText nVarchar(1024) Yes Text-to-speech that will play if the prompt is unavailable.

Indexes

Primary Key: SurveyPromptID (Clustered) Foreign Keys: Additional Indexes:

Explanation of PromptType

PromptType can be one of the following values:

PromptType Description

0 None.

1 File-based prompt.

2 Handler-based prompt.

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3 TTS-based prompt.

SurveyQstnToQuestionCategory Table The SurveyQstnToQuestionCategory maps questions to question categories. This is a many-to-many relationship.

Column Name Type Null Default Description

SurveyQuestionCategoryId Varchar(32) No ID of the survey question category.

SurveyQuestionId Varchar(32) No ID of the survey question.

Indexes

Primary Key: SurveyQuestionCategoryId + SurveyQuestionId (Clustered) Foreign Keys: SurveyQuestionCategoryId, SurveyQuestionId Additional Indexes:

SurveyQuestion Table The SurveyQuestion table contains the definition of questions in a survey or questions that are available to be added to a survey.

Column Name Type Null Default Description

SurveyQuestionID Varchar(32) No ID of the survey question.

SurveyID Varchar(32) Yes ID of the survey that this question belongs to. Null if this question does not belong to a survey because it is in the library.

QuestionParentId Varchar(32) Yes ID of the parent question.

QuestionName nVarchar(255) No Name of the question.

QuestionText nVarchar(255) Yes Description of the question.

MinScore Numeric(19,6) No Minimum score that can be given to the question.

MaxScore Numeric(19,6) No Maximum score that can be given to the question.

IsOptional Integer No One if the question is optional else zero. Other values are not defined.

IsTemplate Integer No One if the question is a template else zero. Other values are not defined. Template questions are stored in the library and won‘t have any survey associated with them.

QuestionType Integer No The type of question. (See the following Explanation of QuestionType.)

Weight Numeric(19,6) No Weight given to the question when calculating a survey‘s score.

Sequence Integer Yes Sequence number of the question within the survey. Numbering starts at zero.

Timeout Integer Yes Timeout, in seconds, when waiting for a response to the question.

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Retries Integer Yes Number of retries the caller gets to answer the question.

Options nVarchar(255) Yes TUI options for recording comments. (See the following Explanation of Options.)

MinAcceptableScore Numeric(19,6) No The minimum score that a question can have and still be considered acceptable (implemented?)

FailSurveyScore Numeric(19,6) Yes The score at which a question can cause an entire survey to fail (implemented?)

Indexes

Primary Key: SurveyQuestionID (Clustered) Foreign Keys: SurveyID Additional Indexes: QuestionName, Sequence

Explanation of QuestionType

QuestionType can be one of the following values:

QuestionType Description

0 None.

1 True / False

2 Multiple Choice

3 Numeric Range

4 Free-form (recording)

5 information

Explanation of Options

The Options field is a pipe delimited string for TUI options for a free form recording. The pipe delimited components are as follows:

Component Description

Terminate Keys A comma delimited set of keys to signify the end of a recording.

Escape Key Key to escape from making a recording.

Save Key Key to confirm the recording should be saved.

Re-Record Key Key to re-record the comment.

Replay Key Key to replay the recording just made.

Confirm Recording One to confirm the recording after it‘s been made. Zero to not confirm the recording.

An example of an options string might be:

*,#,1,2,3,4,5,6,7,8,9,0|*|1|3|2|0

SurveyQuestionBranching Table The SurveyQuestionBranching table contains the information for question branching. There is one entry in this table for each configured branch.

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Column Name Type Null Default Description

SurveyQuestionBranchingID UniqueIdentifier No ID of the survey question branching entry

SurveyQuestionID Varchar(32) No The ID of the question to which this branching entry corresponds

OperatorType Integer Yes Operator type of the branching condition (See the following Explanation of OperatorType)

Operand1Value Integer Yes The operand1 of the branching operator

Operand2Value Integer Yes The operand2 of the branching operator

TargetQuestionID Varchar(32) Yes The question ID to jump to if the condition is met

Sequence Integer Yes The sequence of the branching entry

Indexes

Primary Key: SurveyQuestionBranchingID (Clustered) Foreign Keys: SurveyQuestionID (not indexed), TargetQuestionID (not indexed) Additional Indexes:

Explanation of OperatorType

OperatorType Description

0 Continue to Next

1 Less Than

2 Less Than Or Equal

3 Equal

4 Greater Than Or Equal

5 Greater Than

6 Between

7 Not Equal

8 Skip

SurveyQuestionCategory Table The SurveyQuestionCategory table contains the definition of question categories.

Column Name Type Null Default Description

SurveyQuestionCategoryId Varchar(32) No ID of the survey question category.

CategoryName nVarchar(255) No Name of the category.

ACSISemantics Integer Yes Meta data about the questions in this category. (See the following Explanation of ACSISemantics.)

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Indexes

Primary Key: SurveyQuestionCategoryId Foreign Keys: Additional Indexes: ACSISemantics

Explanation of ACSISemantics

ACSISemantics can be one of the following values:

ACSISemantics Description

0 None.

1 Instructions.

100 Customer Satisfaction.

200 Future Behaviors.

300 Elements - IVR.

310 Elements - Representative Demeanor.

320 Elements - Representative Knowledge.

330 Elements - Communications.

340 Elements - Information Quality.

350 Elements - Timeliness.

360 Elements - Problem Resolution.

370 Elements - Images.

SurveyQuestionEnum Table The SurveyQuestionEnum table contains enumerations for true/false and multiple choice questions. It also contains min/max values for numeric questions.

Column Name Type Null Default Description

SurveyQuestionEnumId Varchar(32) No ID of the survey question enumeration.

SurveyQuestionID Varchar(32) No ID of the question the enumeration value belongs to.

EnumSequence Integer No Sequence number of the value within the enumeration. Numbering starts at zero.

EnumName nVarhchar(255) No Name of the enumeration value.

EnumText nVarchar(255) Yes Description of the enumeration value.

EnumScore Numeric(19,6) Yes Score given if this enumeration value is selected.

Indexes

Primary Key: SurveyQuestionEnumId (Clustered) Foreign Keys: SurveyQuestionID Additional Indexes: EnumSequence

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SurveyRule Table The SurveyRule table contains the rules that should be met in order to offer a survey.

Column Name

Type Null Default Description

RuleID Varchar(32) No ID of the survey rule.

SurveyID Varchar(32) No ID of the survey the rule applies to.

AttributeId Varchar(50) Yes Attribute name required by some rule types. (See the following Explanation of Value Fields.)

Operand Integer No Operand to apply to this rule. (See the following Explanation of Operand.)

IntegerValue Integer Yes Integer value required by some rule types. (See the following Explanation of Value Fields.)

StringValue nVarchar(512) Yes String value required by some rule types. (See the following Explanation of Value Fields.)

DateValue Datetime Yes Date value required by some rule types. (See the following Explanation of Value Fields.)

RuleType Integer Yes Type of rule that dictates which values apply. (See the following Explanation of RuleType.)

Indexes

Primary Key: RuleID (Clustered) Foreign Keys: SurveyID Additional Indexes:

Explanation of Operand

Operand can be one of the following values:

Operand Description

0 None.

1 Equals.

2 Less Than.

3 Greater Than.

4 Not Equal.

Explanation of RuleType

RuleType can be one of the following values:

RuleType Description

0 None.

1 Every Nth.

2 Max Per Day.

3 Call Attribute

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4 Call Attribute with Regular Expression.

5 Retry on Opt-Out.

6 DateTime.

Explanation of Value Fields

Rule Rule Type Operand

AttributeId IntegerValue

StringValue DateValue

Calls routed to these workgroups

3 (Call attribute)

1 (Equals)

Eic_WorkgroupName

0 Workgroup Name NULL

From the following callers (ANI)

3 (Call attribute)

1 (Equals)

Eic_RemoteTnRaw

0 Phone Number NULL

Calls to these numbers

3 (Call attribute)

1 (Equals)

Eic_LocalTnRaw 0 Phone Number NULL

Every Nth Call

1 (Every nth) 0 (None)

NULL Nth Call NULL NULL

Max number of surveys per day

2 (Max per day)

0 (None)

NULL Max surveys NULL NULL

Between these times

6 (DateTime) 0 (None)

NULL 0 StartTime|EndTime||||||

NULL

Between these dates

6 (DateTime) 0 (None)

NULL 0 ||StartDate|EndDate|||| NULL

During these weekdays

6 (DateTime) 0 (None)

NULL 0 ||||Weekdays|| NULL

During these week/ days of the month

6 (DateTime) 0 (None)

NULL 0 ||||||DayWeek| NULL

During these days of the month

6 (DateTime) 0 (None)

NULL 0 |||||Days|| NULL

During these months

6 (DateTime) 0 (None)

NULL 0 |||||||Months NULL

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The call has Attribute set to Value

3 (Call attribute)

1 (Equals)

Attribute Name 0 Attribute Value NULL

Note that the date values on some rules consist of a pipe delimited string. Each rule uses one or two fields of that pipe delimited list with the rest of the values being empty. For reference, the following are all of the fields in that delimited string.

ST|ET|SD|ED|DA|DY|DW|MO

ST – Start Time

ET – End Time

SD – Start Date

ED – End Date

DA – Day of theWeek

DY – Day of the Month

DW – Day of the Week and Week of the Year

MO – Month of the Year

For the rule 'Between these times' we use the Start and End Time fields. These fields should be in 24-hour time with no separator between the hour and minute. For example, the value of a time range between 9:00 and 17:00 would be "0900|1700||||||".

For the rule 'Between these dates' we use the Start and End Date fields. These fields consist of the year followed by the month followed by the day. For example, the value for a date range between 08/01/2011 and 08/31/2011 would be "||20110801|20110831||||".

For the rule 'During these weekdays' we use the Day of the Week field. This field consists of a three letter acronym for the day of the week. Multiple days are split by a semi-colon. For example, the value of the days of the week Monday through Friday would be "||||mon;tue;wed;thu;fri|||".

For the rule 'During these week/days of the month' we use the Day of the Week and Week of the Year field. This field consists of a three letter abbreviation for the day of the week followed by a number that represents the week of the year. Multiple day/week values are separated by a semi-colon. For example, the value of the first Monday and the third Friday would be "||||||mon1;fri3|".

For the rule 'During these days of the month' we use the Day of the Month field. This field consists of a numeric value for the day. Multiple days are separated by a semi-colon. For example, the value of the first and fifteenth of the month would be "|||||1;15||".

For the rule 'During these months' we use the Month of the Year field. This field consists of a three letter acronym for the month. Multiple months are split by a semi-colon. For example, the value of January through March would be "|||||||jan;feb;mar".

The following tables are for internal use only and are used in the internal workings for the Feedback Server.

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SurveyConfigLog Table The SurveyConfigLog table consists of changes made to surveys. It holds at most two years of data.

Column Name Type Null Default Description

ConfigChangeObjectType Integer No

ConfigChangeType Integer No

ConfigTimeStampUTC Datetime No

Indexes

Primary Key: ConfigChangeObjectType + ConfigChangeType + ConfigTimeStampUTC (Clustered) Foreign Keys: Additional Indexes:

SurveyUserObjectSecurity Table The SurveyUserObjectSecurity table consists of a computed set of security rights for users currently logged into Interaction Center Business Manager.

Column Name Type Null Default Description

IndivID Char(22) No

ObjectType Integer No

ObjectName nVarchar(255) Yes

ObjectID Integer Yes

ExtObjectID Varchar(32) Yes

UserRight Integer No

SiteIdentifier Integer Yes

Indexes

Primary Key: IndivID + ObjectType + ExtObjectID + SiteIdentifier (Clustered) Foreign Keys: Additional Indexes:

SurveyWork Table The SurveyWork table contains temporary data used when a search is performed from Interaction Center Business Manager.

Column Name Type Null Default Description

SessionID Varchar(32) Yes

ItemID Varchar(32) Yes

Data nVarchar(255) Yes

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Indexes

Primary Key: SessionID + ItemID (Clustered) Foreign Keys: Additional Indexes: ItemID

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Appendix G: SMS Delivery Receipts SMS Delivery Receipts are used for tracking feedback from upstream carrier for delivery outbound messages per InteractionIdKey. SMS Delivery Receipts are tracked in the SMSDeliveryReceipts table for brokers that provide delivery receipts. There are three possible test cases for tracking delivery receipts:

1) The message was delivered by carrier successfully for the InteractionIDKey = N, SiteID = A and SeqNo = M. The amount of messages in the column ‘SuccessCount’ is increased by 1 for InteractionIDKey = N, SiteID = A and SeqNo = M. The amount of attempts is increased by 1 in the column ‘AttemptCount’. for InteractionIDKey = N, SiteID = A and SeqNo = M.

2) The message was not delivered by the carrier (its final delivery status was an error status) for the InteractionIDKey = N, SiteID = A and SeqNo = M. The amount of messages in the column ‘FailureCount’ is increased by 1 for InteractionIDKey = N, SiteID = A and SeqNo = M. The amount of attempts is increased by 1 in the column ‘AttemptCount’. for InteractionIDKey = N, SiteID = A and SeqNo = M.

3) CIC did not get any feedback from the upstream carrier. The amount of attempts is increased by 1 in the column ‘AttemptCount’ for InteractionIDKey = N, SiteID = A and SeqNo = M. (The ‘SuccessCount’ and ‘FailureCount’ columns are not updated if no final delivery status was provided by the carrier.)

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Appendix H: Routing Exception Tables Routing Exception Tables store information about routing exceptions such as abandons, flowouts, and transferred interactions. When linked to InteractionSummary records by InteractionId and SiteId the information stored in these tables is sufficient for generating detailed reports for these events. Also, it allows generating reports on all the flowouts and transfers from a queue and allows to identify which queue they transferred to. Or vice versa: how many and which interactions were transferred into a queue and from where.

The persistence of information in these tables is controlled by a purging policy that is configured in Interaction Administrator. For more information, see the Interaction Administrator Help.

EE_FlowOutEvents stores information about all the interactions that flowed out from Queue X to Queue Y (which might be a System Queue).

EE_TransferEvents stores information about all the interactions that were transferred from Queue X to Queue Y.

EE_AbondonEvents stores information about all the interactions that were abandoned in queue in Queue X.

Below are some examples of routing exceptions.

Flowout routing exceptions will be reported when a call was placed to WorkgroupA and was not assigned to any agent in this group during time T1 and was routed per configured actions in Attendant Profile.

Transfer routing exceptions will be reported whenever an interaction is being transferred from one User or Workgroup queue to other User or Workgroup Queue.

Abandon routing exceptions will be reported for the interactions that are assigned to a queue but are disconnected remotely without being answered. Only remote disconnects are accounted.

Routing exceptions for the same InteractionId and SiteID can be reported in multiple tables. For example, if Attendant Profile is configured to route all calls placed to WorkgroupA after timeout T1 to WorkgroupB and WorkgroupB is configured to return to the previous menu after timeout T2 and UserC who neither a member of WorkgroupA not WorkgroupB transfers a call to WorkgroupA and no agents are available neither in WorkgroupA nor in WorkgroupB this call will have both transfer and flowout exception and will be traced accordingly in EE_TransferEvents and EE_FlowOutEvents.

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EE_FlowOutEvents

Column Name Type Null Default Description

SerialKey Nvarchar(128) No Unique Event Id - GUID

InteractionIDKey Char(18) No Interaction ID Key

SiteID Integer No -1 Site ID of the Interaction where the exception is captured

EventDateTimeUTC DateTime2(3) Timestamp(3)

No Event DateTime (UTC) when the exception was captured

EventDTOffset Integer No Offset to Server local time, in milliseconds, for the UTC EventDateTime

SourceQueueId Integer No Source Queue Id for captured exception

SourceQueueType Integer No Enum of Source Queue Type : (i.e. System = 11, User = 9, Station = 3, Workgroup =10, Orbit = 184)

TargetQueueId Integer Target Queue Id for captured exception

TargetQueueType Integer Enum of Source Queue Type : (i.e. System = 11, User = 9, Station = 3, Workgroup =10, Orbit = 184)

TimeInQueue Numeric(19) NULL Duration from queue entry to queue flowout event in milliseconds

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Index and Constraint Definitions for EE_FlowOutEvents

Index Name Type Column Name Order

PK_FlowOutEvents Primary Key

Non-clustered

Unique

SerialKey Ascending

IX_FlowOutEventsInc Index

non-clustered

non-unique

( InteractionIDKey, EventDateTimeUTC, SourceQueueId, TargetQueueId)

INCLUDE ( SourceQueueType, SiteID)

Ascending

FK_EE_FlowOutEvents_SrcQID Foreign Key

(SourceQueueId) REFERENCES QueueNameLookup (QueueId)

FK_EE_FlowOutEvents_TrgQID Foreign Key

(TargetQueueId) REFERENCES QueueNameLookup (QueueId)

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EE_TransferEvents

Column Name Type Null Default Description

SerialKey Nvarchar(128) No Unique Event Id - GUID

InteractionIDKey Char(18) No Interaction ID Key

SiteID Integer No -1 Site ID of the Interaction where the exception is captured

EventDateTimeUTC DateTime2(3) Timestamp(3)

No Event DateTime (UTC) when the exception was captured

EventDTOffset Integer No Offset to Server local time, in milliseconds, for the UTC EventDateTime

SourceQueueId Integer No Source Queue Id for captured exception

SourceUserId Integer No Transferring CIC User name Id

TargetQueueId Integer No Target Queue Id for captured exception

TargetUserId Integer No Target CIC User name Id

TimeInQueue Numeric(19) NULL Duration from queue entry to queue transfer event in milliseconds

TransferType Integer No Enum of transfer type (i.e. Profile = -1, Park = 9, Blind = 12, or Consult = 20. Blind is the transfer type when it isn’t Profile, Park or Consult)

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Index and Constraint Definitions for EE_TransferEvents

Index Name Type Column Name Order

PK_TransferEvents Primary Key

Non-clustered

Unique

SerialKey Ascending

IX_TransferEventsInc Index

non-clustered

non-unique

( InteractionIDKey, EventDateTimeUTC, SourceQueueId, SourceUserId, TargetQueueId, TargetUserId)

INCLUDE (TransferType, SiteID)

Ascending

FK_EE_TransferEvents_SrcQID Foreign Key

(SourceQueueId) REFERENCES QueueNameLookup (QueueId)

FK_EE_TransferEvents_SrcUID Foreign Key

(SourceUserId) REFERENCES QueueNameLookup (QueueId)

FK_EE_TransferEvents_TrgQID Foreign Key

(TargetQueueId) REFERENCES QueueNameLookup (QueueId)

FK_EE_TransferEvents_TrgUID Foreign Key

(TargetUserId) REFERENCES QueueNameLookup (QueueId)

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EE_AbandonEvents

Column Name Type Null Default Description

SerialKey Nvarchar(128) No Unique Event Id - GUID

InteractionIDKey Char(18) No Interaction ID Key

SiteID Integer No -1 Site ID of the Interaction where the exception is captured

EventDateTimeUTC DateTime2(3) Timestamp(3)

No Event DateTime (UTC) when the exception was captured

EventDTOffset Integer No Offset to Server local time, in milliseconds, for the UTC EventDateTime

SourceQueueId Integer No Queue Name Id for captured exception

SourceQueueType Integer No Enum of Source Queue Type : (i.e. System = 11, User = 9, Station = 3, Workgroup =10, Orbit = 184)

TimeInQueue Numeric(19) NULL Duration from queue entry until remote disconnect without being connected in milliseconds

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Index and Constraint Definitions for EE_AbandonEvents

Index Name Type Column Name Order

PK_AbandonEvents Primary Key

Non-clustered

Unique

SerialKey Ascending

IX_AbandonEventsInc Index

non-clustered

non-unique

( InteractionIDKey, EventDateTimeUTC, SourceQueueId)

INCLUDE (SourceQueueType, SiteID)

Ascending

FK_EE_AbandonEvents_SrcQID Foreign Key

(SourceQueueId) REFERENCES QueueNameLookup (QueueId)

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Lookup table: QueueNameLookup The fields have no nulls and no defaults.

Column Name Type Description

QueueId Integer Unique Id

QueueName Nvarchar(250) Name

Index and Constraint Definitions for QueueNameLookup

Index Name Type Column Name Order

PK_QueueNameLookup Primary Key

Clustered

Unique

SerialKey Ascending

IX_QueueName Index

non-clustered

non-unique

QueueName Ascending

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Routing Exceptions Views

EE_FlowOutEvents_viw EE_FlowOutEvents_viw contains Interaction ID key, site ID of the Interaction where the flowout exception is captured, UTC exception event timestamp when it is captured with offset to Server local time, in milliseconds, source queue name for captured exception with the source queue type, target queue name for captured exception with the target queue type, and time in queue.

EE_FlowOutEvents_viw schema Column Name IC Data Type Default isNull Description

InteractionIDKey Nvarchar(128) No Interaction ID Key

SiteID smallint -1 No Site ID of the Interaction where the exception is captured

EventDateTimeUTC datetime2 No Event DateTime (UTC) when the exception was captured

EventDTOffset Integer No The GMT timestamp when the action happens

SourceQueueName Nvarchar(250) No Source queue name for captured exception

SourceQueueType Nvarchar(20) No Source queue type

TargetQueueName Nvarchar(250) No Source queue name for captured exception. ‘-‘ if target queue name is not available.

TargetQueueType Nvarchar(20) Yes Target queue type.

TimeInQueue Numeric(19) Yes Duration from queue entry to queue flowout event in milliseconds

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E_TransferEvents_viw EE_FlowOutEvents_viw contains Interaction ID key, site ID of the Interaction where the transfer exception is captured, UTC exception event timestamp when it is captured with offset to Server local time, in milliseconds, source queue name for captured exception, source user name for captured exception, target queue name for captured exception, target user name for captured exception, time in queue, and the transfer type.

EE_TransferEvents_viw schema Column Name IC Data Type Default isNull Description

InteractionIDKey Nvarchar(128) No Interaction ID Key

SiteID smallint -1 No Site ID of the Interaction where the exception is captured

EventDateTimeUTC datetime2 No Event DateTime (UTC) when the exception was captured

EventDTOffset Integer No The GMT timestamp when the action happens

SourceQueueName Nvarchar(250) No Source queue name for captured exception. ‘-‘ if source queue name is not available.

SourceUserName Nvarchar(250) No Transferring CIC User name Id. ‘-‘ if source user name is not available.

TargetQueueName Nvarchar(250) No Target queue name for captured exception. ‘-‘ if target queue name is not available.

TargetUserName Nvarchar(250) No Target CIC User name. ‘-‘ if target user name is not available.

TimeInSrcQueue Numeric(19) Yes Duration from queue entry to queue transfer event in milliseconds

TransferType Nvarchar(20) “BLIND” No Target queue type.

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EE_AbandonEvents_viw EE_FlowOutEvents_viw contains Interaction ID key, site ID of the Interaction where the abandon exception is captured, UTC exception event timestamp when it is captured with offset to Server local time, in milliseconds, source queue name for captured exception with the source queue type, and time in queue.

EE_AbandonEvents_viw schema Column Name IC Data Type Default isNull Description

InteractionIDKey Nvarchar(128) No Interaction ID Key

SiteID smallint -1 No Site ID of the Interaction where the exception is captured

EventDateTimeUTC datetime2 No Event DateTime (UTC) when the exception was captured

EventDTOffset Integer No The GMT timestamp when the action happens

SourceQueueName Nvarchar(250) No Source queue name for captured exception

SourceQueueType Nvarchar(20) No Source queue type

TimeInQueue Numeric(19) Yes Duration from queue entry to queue abandon event in milliseconds

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Change Log The following table summarizes the changes made to the CIC Data Dictionary Technical Reference document version 4.0, since product availability.

Change Date

Updated description for column mEntered December 16, 2011

Grammatical updates February 8, 2012

Updated Copyright and Trademarks for 2012 February 8, 2012

Updated nTransferedACD description February 25, 2013

Updated Copyright and Trademarks for 2013 February 25, 2013

Updated definitions for QPS directional fields July 23, 2013

Updated Interaction Summary Table tConnected definition July 23, 2013

Additional updated for nTransferedACD description July 24, 2013

Updated column definition for ParentLevels July 25, 2013

Updated information for Conference calls and transferred interactions

July 25, 2013

Updated information for IwrapUpStats table March 25, 2014

Updated information for discrepancies when comparing queue data

March 26, 2014

Updated descriptions for cHKey3 and cHKey4 for Agent Queue Period Statistics Interval View

March 26, 2014

Changed SuccessFlag description for Failure and Success March 27, 2014

Updated Copyright and Trademarks for 2014 March 28, 2014

Updated nNotAnsweredAcd column for Workgroup Queue Statistics Interval View

March 29, 2014

Added new information for LoginChangeLog_viw view April 10, 2014

Updated InteractionSummary Table for StartDTOffset from seconds to milliseconds

April 24, 2014

Updated IVRInterval table for new Column IVRIntervalId May 28, 2014

Updated columns in InteractionSummary and InteractionWrapup tables to support larger values

May 29, 2014

Added 18 Columns to the IAgentQueueStats view to allow access to summary values per row

June 9, 2014

Added new column SummDimensionSet to StatDimensions table

June 9, 2014

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Change Date

Updated Interaction Summary Detail table for CallDetail_viw, Direction column for Intercom Outbound and Intercom Inbound

June 23, 2014

Updated Interaction Summary table for CallDirection column Description for Intercom-Inbound and Intercom-Outbound

June 23, 2014

Updated definitions for tAgentOnAcdCall and tAgentOnOtherAcdCall

July 16, 2014

Updated CIC Data Dictionary IAgentQueueStats view for all tStatusGroup columns for workgroup to be set to 0

July 21, 2014

Updated ICDirChangeLog ListOfAttirbutes column Description for allowing NULL values

July 22, 2014

Updated LoginChangeLog_viw view to LoginLogoutChangeLog_viw

August 5, 2014

Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information.

September 2, 2014

Updated Interaction Feedback Data Dictionary September 3, 2014

Added information to InteractionSummaryTable for new Column nSecuredIVR and new column tSecuredIVR

November 11, 2014

Updated LoginLogoutChangeLog_viw Schema for ICServer December 2, 2014

Verified IsStationless removed December 2, 2014

Added note for switchover login and logout tracking December 11, 2014

Typographical update for tResourceAvailable January 9, 2015

Updated terminology for tConnected and CallDurationSeconds columns for Interaction Summary table

January 12, 2015

Updated Copyright and Trademarks for 2015 January 19, 2015

Corrected description of tAgentTalk for tTalkACD February 4, 2015

Updated title page for new rebranding June 18, 2015

Added MonitorObject(11) to Interaction Summary table June 18, 2015

Minor wording update in Reports section for creating custom reports

July 6, 2015

Updated reference to CIC Reporting Technical Reference July 6, 2015

Updated documentation to reflect the addition of two CIC client applications: Interaction Desktop and Interaction Connect

July 13, 2015

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Change Date

Added the following tables: Enhanced Interaction Administrator Change Notification Table, Interaction Administrator Attribute Log Table, Interaction Administrator License Attribute Log Table, IC Applications Table, and IA License Lookup Table.

November 23, 2015

Updated Copyright and Trademark Information January 24, 2016

Added SMS Delivery Receipts table and information on SMS Delivery Receipts

April 25, 2016

Updated tStatusGroupFollowup column for IAgentQueueStats view

April 28, 2016

Updated InteractionSummary table for tPark and nPark May 10, 2016

Added appendix H: Routing Exception Tables May 11, 2016

Updated InteractionSummary and InteractionCustomAttributes index tables

May 12, 2016

Updated Routing Exception Tables June 6, 2016

Added new Lookup table June 6, 2016

Added additional index to QueueNameLookup June 13, 2016

Correction to QueueNameLookup table June 14, 2016

Added Index and Constraint definitions to Routing Exception Tables

June 28, 2016

Added Routing Exception Views below Routing Exception Tables

June 29, 2016

Removed reference to Log 102, which no longer exists July 1, 2016

Updated value for StationId July 8, 2016

Updated IAgentQueueStats and for IWrkgrpQueueStats for duplicate data views

September 7, 2016

Column headings updates September 28, 2016

Updated tHold for milliseconds November 30, 2016

Updated description for nOutBoundBlocked December 1, 2016

Updated InteractionWrapup table for Smallint data type December 9, 2016

Updated documentation to reflect the removal of Interaction Client Web Edition.

April 28, 2017

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Index

A

AccountCode

Account Code Mirror table, 188, 190

Call Detail table, 23

AcdLoggedIn

Agent Activity table, 30

ActiveFlag

Line Configuration Mirror table, 181

Advance Counter, 215

C

CallDirection

Call Detail table, 13

CallDurationSeconds

Call Detail table, 20

CallEventLog

Call Detail table, 20

confusion with report logs, 5

CallId

Call Detail table, 12

CallNote

Call Detail table, 23

CallType

Call Detail table, 13

ChangedAcdLoggedIn

Agent Activity table, 29

ChangeDateTime

EIC Change Notification table, 174

IA Change Notification table, 162

ChangeDateTimeGMT

EIC Change Notification table, 174

IA Change Notification table, 162

ChangedLoggedIn

Agent Activity table, 29

ChangedStatus

Agent Activity table, 28

ChangedStatusGroup

Agent Activity table, 29

ChangeTime

EIC Change Notification table, 174

IA Change Notification table, 162

ChangeType

IA Change Notification table, 163

cHKey3

Agent Queue Statistics table, 79

Statistics Group Interval table, 130

Workgroup Queue Statistics Interval table, 105, 107, 132

cHKey4

Agent Queue Statistics table, 79

Statistics Group Interval table, 130

Workgroup Queue Statistics Interval table, 105, 107, 132

cName

Agent Queue Statistics table, 46, 47, 50, 54

Statistics Group Interval table, 116

Workgroup Queue Statistics Interval table, 86, 107, 132

Column Definitions, Optimizer, 197

ConnectedDateTimeGmt

Call Detail table, 19

cReportGroup

Agent Queue Statistics table, 46, 47, 54

Statistics Group Interval table, 116

Workgroup Queue Statistics Interval table, 86, 107, 132

cType

Agent Queue Statistics table, 46, 54

Statistics Group Interval table, 116

Workgroup Queue Statistics Interval table, 86, 107, 132

Custom Logging

activating, 200

Queue Period Statistics, 205

Custom Logging to Report Tables, 200

CustomDateTime1

Call Detail table, 22

CustomDateTimeGmt1

Call Detail table, 22

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CustomNum1

Call Detail table, 21

CustomNum2

Call Detail table, 21

CustomNum3

Call Detail table, 22

CustomString1

Call Detail table, 22

CustomString2

Call Detail table, 22

CustomString3

Call Detail table, 22

CustomValue1

Agent Queue Statistics table, 76

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 103

CustomValue2

Agent Queue Statistics table, 76

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 103

CustomValue3

Agent Queue Statistics table, 76

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 103

CustomValue4

Agent Queue Statistics table, 76

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 103

CustomValue5

Agent Queue Statistics table, 76

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 103

CustomValue6

Agent Queue Statistics table, 77

Statistics Group Interval table, 129

Workgroup Queue Statistics Interval table, 104

D

Date/Time columns

null values, 5

default mappings, logging, 202

Description

Account Code Mirror table, 188

Line Group Configuration Mirror table, 184

DialGroupFlag

Line Group Configuration Mirror table, 184

dIntervalStart

Agent Queue Statistics table, 47, 50, 54

Interval Line Group Statistics table, 142

Interval Line Statistics table, 139

Statistics Group Interval table, 116

Workgroup Queue Statistics Interval table, 86, 108, 133

Direction

Line Configuration Mirror table, 181

DispositionCode

Call Detail table, 23

DNIS

Call Detail table, 20

T1/E1 call attribute mapping, 11

E

EndDateTime

Agent Activity table, 31

EndDateTimeGMT

Agent Activity table, 31

EntryClass

EIC Change Notification table, 175

IA Change Notification table, 163

EntryKey

IA Change Notification table, 163

EntryName

EIC Change Notification table, 174

EntryPath

EIC Change Notification table, 174

G

GroupId

Interval Line Group Statistics table, 142

Line Group Configuration Mirror table, 184

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Line Group to Line Mirror table, 186

H

HoldDurationSeconds

Call Detail table, 20

I

I3TimeStampGMT

Account Code Mirror table, 188

Agent Activity table, 31

Agent Queue Statistics table, 48, 77

EIC Change Notification table, 175

IA Change Notification table, 163

Interval Line Group Statistics table, 144

Interval Line Statistics table, 140

Line Configuration Mirror table, 181

Line Group Configuration Mirror table, 184

Line Group to Line Mirror table, 186

Statistics Group Interval table, 129

User to Workgroup Relationship table, 179

Workgroup Queue Statistics Interval table, 104, 111, 136

Interaction Custom Logging, 203

Interaction Feedback tables, 226

Interaction Feedback Tables, 226

Interaction Tables, 216

InteractionType

Call Detail table, 22

iStatsGroup

Example, Other statistics, 2

L

LineDurationSeconds

Call Detail table, 20

LineId

Interval Line Statistics table, 139

Line Configuration Mirror table, 181

Line Group to Line Mirror table, 186

LineType

Line Configuration Mirror table, 181

ListOfAttributes

EIC Change Notification table, 175

LocalName

Call Detail table, 15

LocalNumber

Call Detail table, 15

LocalUserId

Call Detail table, 14

LoggedIn

Agent Activity table, 30

M

mEntered

Interval Line Group Statistics table, 143

mtAnsweredAcd

Agent Queue Statistics table, 61

Statistics Group Interval table, 121

Workgroup Queue Statistics Interval table, 91

N

nAbandonAcdSvcLvl1

Agent Queue Statistics table, 59

Statistics Group Interval table, 120

Workgroup Queue Statistics Interval table, 90, 110, 135

nAbandonAcdSvcLvl2

Agent Queue Statistics table, 59

Statistics Group Interval table, 120

Workgroup Queue Statistics Interval table, 90, 110, 135

nAbandonAcdSvcLvl3

Agent Queue Statistics table, 60

Statistics Group Interval table, 120

Workgroup Queue Statistics Interval table, 90, 110, 135

nAbandonAcdSvcLvl4

Agent Queue Statistics table, 60

Statistics Group Interval table, 120

Workgroup Queue Statistics Interval table, 90, 110, 135

nAbandonAcdSvcLvl5

Agent Queue Statistics table, 60

Statistics Group Interval table, 120

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Workgroup Queue Statistics Interval table, 90, 110, 135

nAbandonAcdSvcLvl6

Agent Queue Statistics table, 60

Statistics Group Interval table, 120

Workgroup Queue Statistics Interval table, 90, 110, 135

nAbandonedAcd

Agent Queue Statistics table, 55

Statistics Group Interval table, 117

Workgroup Queue Statistics Interval table, 87

nAcdSvcLvl

Agent Queue Statistics table, 57

Statistics Group Interval table, 119

Workgroup Queue Statistics Interval table, 89

nAcwCalls

Agent Queue Statistics table, 65

Statistics Group Interval table, 125

Workgroup Queue Statistics Interval table, 95

nAgentLoggedInDiluted

Workgroup Queue Statistics Interval table, 102

nAlertedAcd

Agent Queue Statistics table, 56

Statistics Group Interval table, 118

Workgroup Queue Statistics Interval table, 88

nAnswered

Agent Queue Statistics table, 57

Statistics Group Interval table, 119

Workgroup Queue Statistics Interval table, 88

nAnsweredAcd

Agent Queue Statistics table, 57

Statistics Group Interval table, 118

Workgroup Queue Statistics Interval table, 88

nAnsweredAcdSvcLvl1

Agent Queue Statistics table, 58

Statistics Group Interval table, 119

Workgroup Queue Statistics Interval table, 89, 108, 133

nAnsweredAcdSvcLvl2

Agent Queue Statistics table, 58

Statistics Group Interval table, 119

Workgroup Queue Statistics Interval table, 89, 108, 133

nAnsweredAcdSvcLvl3

Agent Queue Statistics table, 58

Statistics Group Interval table, 119

Workgroup Queue Statistics Interval table, 89, 109, 134

nAnsweredAcdSvcLvl4

Agent Queue Statistics table, 58

Statistics Group Interval table, 119

Workgroup Queue Statistics Interval table, 89, 109, 134

nAnsweredAcdSvcLvl5

Agent Queue Statistics table, 59

Statistics Group Interval table, 120

Workgroup Queue Statistics Interval table, 89, 109, 134

nAnsweredAcdSvcLvl6

Agent Queue Statistics table, 59

Statistics Group Interval table, 120

Workgroup Queue Statistics Interval table, 89, 109, 134

nDisconnectAcd

Agent Queue Statistics table, 69

Workgroup Queue Statistics Interval table, 98

nDuration

Agent Queue Statistics table, 48, 55

Interval Line Group Statistics table, 143

Interval Line Statistics table, 139

Statistics Group Interval table, 117

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Workgroup Queue Statistics Interval table, 86, 108, 133

nEndActiveAcdCalls

Agent Queue Statistics table, 69

Statistics Group Interval table, 127

Workgroup Queue Statistics Interval table, 98

nEndHeldAcdCalls

Agent Queue Statistics table, 69

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 98

nEndWaitAlertAcdCalls

Agent Queue Statistics table, 68

Statistics Group Interval table, 127

Workgroup Queue Statistics Interval table, 98

nEntered

Example, Other statistics, 2

Interval Line Group Statistics table, 143

Interval Line Statistics table, 139

nEnteredAcd

Agent Queue Statistics table, 55

Example, Other statistics, 2

Statistics Group Interval table, 117

Workgroup Queue Statistics Interval table, 87

nEnteredOutbound

Interval Line Group Statistics table, 143

Interval Line Statistics table, 139

nExternToInternAcdCalls

Agent Queue Statistics table, 63

Statistics Group Interval table, 123

Workgroup Queue Statistics Interval table, 93

nExternToInternCalls

Agent Queue Statistics table, 63

Statistics Group Interval table, 123

Workgroup Queue Statistics Interval table, 93

nFlowOutAcd

Agent Queue Statistics table, 67

Statistics Group Interval table, 126

Workgroup Queue Statistics Interval table, 97

nGrabbedAcd

Statistics Group Interval table, 117

Workgroup Queue Statistics Interval table, 87

nHoldAcd

Agent Queue Statistics table, 62

Statistics Group Interval table, 122

Workgroup Queue Statistics Interval table, 92

nInternToExternAcdCalls

Agent Queue Statistics table, 64

Statistics Group Interval table, 124

Workgroup Queue Statistics Interval table, 93

nInternToExternCalls

Agent Queue Statistics table, 63

Statistics Group Interval table, 123

Workgroup Queue Statistics Interval table, 93

nInternToInternAcdCalls

Agent Queue Statistics table, 64

Statistics Group Interval table, 124

Workgroup Queue Statistics Interval table, 94

nInternToInternCalls

Agent Queue Statistics table, 64

Statistics Group Interval table, 124

Workgroup Queue Statistics Interval table, 94

nLocalDisconnectAcd

Agent Queue Statistics table, 56

Statistics Group Interval table, 118

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Workgroup Queue Statistics Interval table, 87

nNotAnsweredAcd

Agent Queue Statistics table, 67

Statistics Group Interval table, 126

Workgroup Queue Statistics Interval table, 96

NotificationType

EIC Change Notification table, 174

nOutboundBlocked

Interval Line Group Statistics table, 144

Interval Line Statistics table, 139

nStartActiveAcdCalls

Agent Queue Statistics table, 68

Statistics Group Interval table, 127

Workgroup Queue Statistics Interval table, 97

nStartHeldAcdCalls

Agent Queue Statistics table, 68

Statistics Group Interval table, 127

Workgroup Queue Statistics Interval table, 97

nStartWaitAlertAcdCalls, 127

Workgroup Queue Statistics Interval table, 97

NStartWaitAlertAcdCalls

Agent Queue Statistics table, 68

nTransferedAcd

Agent Queue Statistics table, 66

Statistics Group Interval table, 126

Workgroup Queue Statistics Interval table, 96

nTransferOutAcdCalls

Agent Queue Statistics table, 69

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 98

nTransferWithinAcdCalls

Agent Queue Statistics table, 69

Statistics Group Interval table, 128

Workgroup Queue Statistics Interval table, 98

O

Optimizer Column Definitions, 197

P

PhoneNumber

Line Configuration Mirror table, 181

PurposeCode

Call Detail table, 23

Q

Queue Period Statistics Custom Logging, 205

QueueFlag

User to Workgroup Relationship table, 179

R

RemoteName

Call Detail table, 18

Outbound calls, 11

SMDI, 11

T1/E1 call attribute mapping, 11

RemoteNumber

Call Detail table, 16

Outbound calls, 11

SMDI, 11

T1/E1 call attribute mapping, 11

RemoteNumberCallId

Call Detail table, 17

T1/E1 call attribute mapping, 11

RemoteNumberCallID

Outbound calls, 11

SMDI, 11

RemoteNumberCountry

Call Detail table, 16

RemoteNumberFmt

Call Detail table, 17

Outbound calls, 11

SMDI, 11

T1/E1 call attribute mapping, 11

RemoteNumberLoComp1

Call Detail table, 16

RemoteNumberLoComp2

Call Detail table, 17

ReportFlag

Line Group Configuration Mirror table, 184

Reports

creating custom, 3

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Routing Exception Tables, 241

Routing Exceptions Views, 249

S

SeqNo

Agent Activity table, 31

SiteId

Account Code Mirror table, 188, 190

Agent Activity table, 32

Agent Queue Statistics table, 48, 78

Call Detail table, 23

EIC Change Notification table, 175

IA Change Notification table, 163

Interval Line Group Statistics table, 144

Interval Line Statistics table, 140

Line Configuration Mirror table, 181

Line Group Configuration Mirror table, 184

Line Group to Line Mirror table, 186

Statistics Group Interval table, 129

User to Workgroup Relationship table, 180

Workgroup Queue Statistics Interval table, 104, 111, 136

SMS Delivery Receipts, 240

SMS Delivery Recipts table, 190

StateDuration

Agent Activity table, 31

StationId

Call Detail table, 14

IA Change Notification table, 163

StatusAcw

Agent Activity table, 31

StatusDateTime

Agent Activity table, 28

StatusDateTimeGMT

Agent Activity table, 28

StatusDnd

Agent Activity table, 30

StatusGroup

Agent Activity table, 30

StatusKey

Agent Activity table, 29

SubSiteId

Account Code Mirror table, 188, 190

Agent Activity table, 32

Agent Queue Statistics table, 78

EIC Change Notification table, 175

IA Change Notification table, 163

Interval Line Group Statistics table, 144

Interval Line Statistics table, 140

Line Configuration Mirror table, 182

Line Group Configuration Mirror table, 184

Line Group to Line Mirror table, 186

Statistics Group Interval table, 129

User to Workgroup Relationship table, 180

Workgroup Queue Statistics Interval table, 104, 111, 136

T

tAbandonedAcd

Agent Queue Statistics table, 61

Statistics Group Interval table, 121

Workgroup Queue Statistics Interval table, 91

tActiveLines

Interval Line Group Statistics table, 143

tAcw

Agent Queue Statistics table, 62

Statistics Group Interval table, 123

Workgroup Queue Statistics Interval table, 92

tAcwCalls

Agent Queue Statistics table, 66

Statistics Group Interval table, 126

Workgroup Queue Statistics Interval table, 96

tAgentAcdLoggedIn

Agent Queue Statistics table, 72

Workgroup Queue Statistics Interval table, 100

tAgentAvailable

Agent Queue Statistics table, 70

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Workgroup Queue Statistics Interval table, 99

tAgentDnd

Agent Queue Statistics table, 72

Workgroup Queue Statistics Interval table, 100

tAgentInAcw

Agent Queue Statistics table, 71

Workgroup Queue Statistics Interval table, 99

tAgentLoggedIn

Agent Queue Statistics table, 70

Workgroup Queue Statistics Interval table, 98

tAgentLoggedInDiluted

Agent Queue Statistics table, 74

tAgentNotAvailable

Agent Queue Statistics table, 72

Workgroup Queue Statistics Interval table, 100

tAgentOnAcdCall

Agent Queue Statistics table, 71

Workgroup Queue Statistics Interval table, 99

tAgentOnNonAcdCall

Agent Queue Statistics table, 72

Workgroup Queue Statistics Interval table, 100

tAgentOnOtherAcdCall

Agent Queue Statistics table, 71

Workgroup Queue Statistics Interval table, 99

tAgentOtherBusy

Agent Queue Statistics table, 71

Workgroup Queue Statistics Interval table, 99

tAgentStatusAcw

Agent Queue Statistics table, 73

Workgroup Queue Statistics Interval table, 101

tAgentStatusDnd

Agent Queue Statistics table, 73

Workgroup Queue Statistics Interval table, 101

tAgentTalk

Agent Queue Statistics table, 70

Workgroup Queue Statistics Interval table, 99

tAlertedAcd

Agent Queue Statistics table, 67

Statistics Group Interval table, 126

Workgroup Queue Statistics Interval table, 96

tAllBusy

Interval Line Group Statistics table, 143

tAnsweredAcd

Agent Queue Statistics table, 60

Statistics Group Interval table, 121

Workgroup Queue Statistics Interval table, 91

TerminatedDate

Call Detail table, 19

TerminatedDateTimeGmt

Call Detail table, 19

tExternToInternAcdCalls

Agent Queue Statistics table, 64

Statistics Group Interval table, 124

Workgroup Queue Statistics Interval table, 94

tExternToInternCalls

Agent Queue Statistics table, 64

Statistics Group Interval table, 124

Workgroup Queue Statistics Interval table, 94

tFlowOutAcd

Agent Queue Statistics table, 68

Statistics Group Interval table, 127

Workgroup Queue Statistics Interval table, 97

tGrabbedAcd

Agent Queue Statistics table, 60

Statistics Group Interval table, 121

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Workgroup Queue Statistics Interval table, 91

tHoldAcd

Agent Queue Statistics table, 62

Statistics Group Interval table, 122

Workgroup Queue Statistics Interval table, 92

tInternToExternAcdCalls

Agent Queue Statistics table, 65

Statistics Group Interval table, 125

Workgroup Queue Statistics Interval table, 94

tInternToExternCalls

Agent Queue Statistics table, 65

Statistics Group Interval table, 124

Workgroup Queue Statistics Interval table, 94

tInternToInternAcdCalls

Agent Queue Statistics table, 65

Statistics Group Interval table, 125

Workgroup Queue Statistics Interval table, 95

tInternToInternCalls

Agent Queue Statistics table, 65

Statistics Group Interval table, 125

Workgroup Queue Statistics Interval table, 95

tResourceAvailable

Interval Line Group Statistics table, 144

Interval Line Statistics table, 139

tSeized

Interval Line Group Statistics table, 143

Interval Line Statistics table, 139

tStatusGroupBreak

Agent Queue Statistics table, 75

Workgroup Queue Statistics Interval table, 103

tStatusGroupFollowup

Agent Queue Statistics table, 74

Workgroup Queue Statistics Interval table, 102

tStatusGroupTraining

Agent Queue Statistics table, 75

Workgroup Queue Statistics Interval table, 103

tTalkAcd

Agent Queue Statistics table, 61

Statistics Group Interval table, 121

Workgroup Queue Statistics Interval table, 92

U

UserId

Agent Activity table, 28

IA Change Notification table, 162

User to Workgroup Relatio nship table, 179

W

WorkGroup

User to Workgroup Relationship table, 179