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| | = About This Document= | | = About This Document= |
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| − | <!-- {{Editgrn_open}}<font color=red>Tanya, what do you think about simply omitting the "Intended Audience" H2?</font>{{Editgrn_close}} -->
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| | <onlyinclude> | | <onlyinclude> |
| | ==Intended Audience== | | ==Intended Audience== |
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| | |PDMMS=Microsoft SQL Server | | |PDMMS=Microsoft SQL Server |
| | |PDMPostgre=PostgreSQL | | |PDMPostgre=PostgreSQL |
| − | #default=}} {{Editgrn_open}}Physical Data Model reference{{Editgrn_close}} is intended for operational managers and business analysts who want to query the information that is collected by Genesys Info Mart in order to make informed business decisions. It is intended also for IT reporting specialists, business intelligence team members, and data warehousing team members who want to understand how they can use the information that is collected by Genesys Info Mart to create reports that support informed business decisions. In addition, system integrators and system administrators may find helpful the data in the control tables and views for data validation and troubleshooting purposes. | + | |#default=}} Physical Data Model reference is intended for operational managers and business analysts who want to query the information that is collected by Genesys Info Mart in order to make informed business decisions. It is intended also for IT reporting specialists, business intelligence team members, and data warehousing team members who want to understand how they can use the information that is collected by Genesys Info Mart to create reports that support informed business decisions. In addition, system integrators and system administrators may find helpful the data in the control tables and views for data validation and troubleshooting purposes. |
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| | This document assumes that you have a basic understanding of: | | This document assumes that you have a basic understanding of: |
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| | * P, for primary key | | * P, for primary key |
| | * M, for mandatory field | | * M, for mandatory field |
| − | * F, for foreign key {{Editgrn_open}}(where the term is used loosely to indicate a surrogate key reference to a field in another table, not a formal constraint){{Editgrn_close}} | + | * F, for foreign key (where the term is used loosely to indicate a surrogate key reference to a field in another table, not a formal constraint) |
| | * DV, for default value | | * DV, for default value |
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| | * U, for unique | | * U, for unique |
| | * C, for cluster | | * C, for cluster |
| − | {{AnchorDiv|DocChangeHistory}}
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| − | =={{Editgrn_open}}What's New in the Documentation{{Editgrn_close}}==
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| − | The following {{Editgrn_open}}<strike>topics are new or have</strike> information is new or has{{Editgrn_close}} changed significantly {{Editgrn_open}}since earlier versions of this {{Editgrn_close}} document. The most recent changes appear first.
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| − | <!-- Next paragraphs are basically a straight copy from the 8.5PDMSource PDMSupp page, with future tense changed to past. The bullet about CDR has been commented out. Break up this content to rearrange by GIM release:
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| − | ===Changes to Support Genesys Info Mart Release 8.5.006===
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| − | ===Changes to Support Genesys Info Mart Release 8.5.005===
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| − | ===Changes to Support Genesys Info Mart Release 8.5.004===
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| − | ===Changes to Support Genesys Info Mart Release 8.5.003===
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| − | ===Changes to Support Genesys Info Mart Release 8.5.002===
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| − | ===Changes to Support Genesys Info Mart Release 8.5.001===
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| − | <ul>
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| − | <li>For Genesys Callback support, descriptions of the following columns have been updated to indicate new, additional values:
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| − | <ul>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_TYPE:{{PONYDOCSVERSION}}#INTERACTION_SUBTYPE|INTERACTION_TYPE.INTERACTION_SUBTYPE]] {{Editgrn_open}}(and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_TYPE:{{PONYDOCSVERSION}}#INTERACTION_SUBTYPE_CODE|INTERACTION_SUBTYPE_CODE]]) — OutboundCallback (and {{Editgrn_close}}OUTBOUNDCALLBACK)</li>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#TECHNICAL_RESULT|TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT]] {{Editgrn_open}}(and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#TECHNICAL_RESULT_CODE|TECHNICAL_RESULT_CODE]]) — Deferred and Incomplete{{Editgrn_close}} (DEFERRED and INCOMPLETE)</li>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#RESULT_REASON|TECHNICAL_DESCRIPTOR.RESULT_REASON]] (and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#RESULT_REASON|RESULT_REASON_CODE]]) — CallbackAccepted (CALLBACKACCEPTED)</li>
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| − | </ul>
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| − | </li>
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| − | <li>Description of a new column, [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-MEDIATION_SEGMENT_FACT:{{PONYDOCSVERSION}}#USERDATA_FLAG|USERDATA_FLAG]], has been added to the MSF table. The column indicates that user data is attached to the MSF record. This flag facilitates an unambiguous join between the MSF and fact extension tables to retrieve correct user data that is attached during mediation.</li>
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| − | <li>A new fact table, [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-SM_MEDIA_NEUTRAL_STATE_FACT:{{PONYDOCSVERSION}}|SM_MEDIA_NEUTRAL_STATE_FACT]], has been added to support reporting on media-neutral agent states. {{Editgrn_open}}(The table has not yet been added to the Facts subject area diagram.){{Editgrn_close}}</li>
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| − | <!--<li>The new views, CDR and CDR_DATE_TIME, will be added to Chapter 4, "Genesys Info Mart Views," and appropriate sections in other chapters, to describe the data available for Call Detail Record (CDR) reporting.</li>-->
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| − | <li>The new user-data propagation rule, IRF_INITIAL, has been added to the list of valid values for the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-CTL_UD_TO_UDE_MAPPING:{{PONYDOCSVERSION}}#PROPAGATION_RULE|PROPAGATION_RULE]] column in the CTL_UD_TO_UDE_MAPPING control table.</li>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-ANCHOR_FLAGS:{{PONYDOCSVERSION}}|ANCHOR_FLAGS]] table:
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| − | <ul>
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| − | <li>Description of a new flag, [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-ANCHOR_FLAGS:{{PONYDOCSVERSION}}#CUSTOMER_LEFT_FIRST|CUSTOMER_LEFT_FIRST]], has been added. The flag indicates which party ended a chat session.
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| − | <li>The value in the following columns will always be <tt>0</tt> unless {{Optionslink|link=Options:Genesys_Info_Mart_ETL:gim-etl-populate:populate-thread-facts|prodshort=GIM|
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| − | compshort=GIM}} = <tt>true</tt>:
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| − | <ul>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-ANCHOR_FLAGS:{{PONYDOCSVERSION}}#FIRST_ENGAGE_FOR_AGENT_THRD|FIRST_ENGAGE_FOR_AGENT_THRD]]</li>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-ANCHOR_FLAGS:{{PONYDOCSVERSION}}#FIRST_REPLY_FOR_AGENT_THRD|FIRST_REPLY_FOR_AGENT_THRD]]</li>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-ANCHOR_FLAGS:{{PONYDOCSVERSION}}#FIRST_ENGAGE_THRD|FIRST_ENGAGE_THRD]]</li>
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| − | </ul></li>
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| − | </ul></li>
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| − | <li>A note has been added to the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-MEDIATION_SEGMENT_FACT:{{PONYDOCSVERSION}}|MEDIATION_SEGMENT_FACT (MSF)]] table description that, starting with release 8.5.003, Genesys Info Mart populates an MSF record for the starting Interaction Queue of an Inbound Interaction, even if {{Optionslink|link=Options:Genesys_Info_Mart_ETL:gim-etl-populate:populate-mm-ixnqueue-facts|prodshort=GIM|compshort=GIM}} is configured to <tt>false</tt>.</li>
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}|INTERACTION_RESOURCE_FACT (IRF)]] table:
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| − | <ul>
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| − | <li>Descriptions of two new columns, [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#FOCUS_TIME_COUNT|FOCUS_TIME_COUNT]] and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#FOCUS_TIME_DURATION|FOCUS_TIME_DURATION]], have been added. These columns enable reporting on the time that a particular interaction has been in focus (that is, actively being processed) on the agent desktop. {{Editgrn_open}}<strike>If data regarding agent's focus time is provided by the agent desktop for this particular interaction, the count is increased in the FOCUS_TIME_COUNT column; otherwise, the value is <tt>0</tt>. FOCUS_TIME_DURATION indicates the total time that the agent spent actively processing the interaction, as reported by the agent desktop.</strike>{{Editgrn_close}}</li>
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| − | <li>Descriptions of two new columns, [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#ASM_COUNT|ASM_COUNT]] and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#ASM_ENGAGE_DURATION|ASM_ENGAGE_DURATION]], have been added. These columns enable reporting on the time that the engaged agent is waiting to be connected to the customer (ASM engage duration) separately from regular talk time. {{Editgrn_open}}<strike>The columns are populated only in Outbound VoIP environments, with Outbound Contact campaigns running in an {{Glossaryterm|term=Active Switching Matrix|text=ASM}} dialing mode, if the new configuration option, {{Optionslink|link=Options:Genesys Info Mart ETL:gim-etl-populate:populate-irf-asm-engage-duration|prodshort=GIM|compshort=GIM}}, is set to <tt>true</tt>.</strike>{{Editgrn_close}}</li>
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| − | <li>The [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#ANCHOR_FLAGS_KEY|ANCHOR_FLAGS_KEY]] column description has been updated to account for the role this column now plays in indicating which party ended a chat session.</li>
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| − | <li>Clarification has been added that in release 8.5.004, the name of the IRF_ANCHOR_SENT_TS column {{Editgrn_open}}(which had been changed from IRF_ANCHOR_DATE_TIME_KEY in release 8.5.003) was further{{Editgrn_close}} changed to [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#IRF_ANCHOR_TS|IRF_ANCHOR_TS]]. The purpose of the column has been expanded. For chat interactions, the column now stores the time when the customer left the chat, or the time when the agent stopped the chat session, if data about the party that ended a chat session is available from Interaction Concentrator.</li>
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| − | <li>{{Editgrn_open}}<strike>Clarification will be added that in release 8.5.003, the name of the <tt>IRF_ANCHOR_DATE_TIME_KEY</tt> column has changed to <tt>IRF_ANCHOR_SENT_TS</tt>. For offline multimedia interactions, this field is now populated with the time when the first response left the contact center. This field is populated only if <tt>IRF.IRF_ANCHOR</tt> has a value of <tt>2</tt>. This field is set to <tt>NULL</tt> for all other IRFs that are associated with the same interaction.</strike>{{Editgrn_close}} </li>
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| − | <li>The description of a previously reserved column, [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#LAST_INTERACTION_RESOURCE|LAST_INTERACTION_RESOURCE]], has been updated. The column is supported for voice interactions in release 8.5.003 and is supported for all media types starting with release 8.5.004{{Editgrn_open}}<strike>. This field is set to <tt>1</tt> for a single IRF out of all IRF records that are associated with a given interaction</strike>{{Editgrn_close}}, to indicate the last resource to enter the interaction. {{Editgrn_open}}<strike>This field is set to <tt>0</tt> for all other IRFs that are associated with the same interaction.</strike>{{Editgrn_close}}</li>
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| − | {{AnchorDiv|ChatConsult}}
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| − | <li>[[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CONS_INIT_TALK_COUNT|CONS_INIT_TALK_COUNT]], [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CONS_RCV_RING_COUNT|CONS_RCV_RING_COUNT]], [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CONS_RCV_RING_DURATION|CONS_RCV_RING_DURATION]], [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CONS_RCV_TALK_COUNT|CONS_RCV_TALK_COUNT]], and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CONS_RCV_TALK_DURATION|CONS_RCV_TALK_DURATION]] now also apply to chat consultations.</li>
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| − | <li>The CUSTOMER_*_COUNT and CUSTOMER_*_DURATION metrics that specifically exclude voice and e-mail consultations (for example, [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CUSTOMER_RING_COUNT|CUSTOMER_RING_COUNT]]) also exclude chat consultations.</li>
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| − | <li>A note has been added to [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CONS_INIT_TALK_DURATION|CONS_INIT_TALK_DURATION]] to confirm that, even if [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_RESOURCE_FACT:{{PONYDOCSVERSION}}#CONS_INIT_TALK_COUNT|CONS_INIT_TALK_COUNT]] is nonzero, CONS_INIT_TALK_DURATION does not apply to chat consultations to avoid double-counting, because the agent who initiated the consultation continued to be active in the chat with the customer for the whole time.</li>
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| − | </ul></li>
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| − | <li>A newly introduced value, <tt>Person,</tt> has been added to the list of values for the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-RESOURCE_:{{PONYDOCSVERSION}}#RESOURCE_SUBTYPE|RESOURCE_.RESOURCE_SUBTYPE]] column.</li>
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| − | <li>In the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_TYPE:{{PONYDOCSVERSION}}|INTERACTION_TYPE]] table, InternalConferenceInvite (and INTERNALCONFERENCEINVITE) have been added to the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_TYPE:{{PONYDOCSVERSION}}#INTERACTION_SUBTYPE|INTERACTION_SUBTYPE]] (and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-INTERACTION_TYPE:{{PONYDOCSVERSION}}#INTERACTION_SUBTYPE_CODE|INTERACTION_SUBTYPE_CODE]]) columns.</li>
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| − | <li>CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY columns have been added in the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-IRF_USER_DATA_CUST_1:{{PONYDOCSVERSION}}|IRF_USER_DATA_CUST_1]], [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-IRF_USER_DATA_GEN_1:{{PONYDOCSVERSION}}|IRF_USER_DATA_GEN_1]], and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-IRF_USER_DATA_KEYS:{{PONYDOCSVERSION}}|IRF_USER_DATA_KEYS]] tables.</li>
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| − | <li>In the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}|TECHNICAL_DESCRIPTOR]] table, <tt>IntroducedTransfer</tt> (and <tt>INTRODUCEDTRANSFER)</tt> have been added to the list of possible values in the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#RESULT_REASON|RESULT_REASON]] (and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#RESULT_REASON_CODE|RESULT_REASON_CODE]]) and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#ROLE_REASON|ROLE_REASON]] (and [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:Table-TECHNICAL_DESCRIPTOR:{{PONYDOCSVERSION}}#ROLE_REASON_CODE|ROLE_REASON_CODE]]) columns.</li>
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| − | <li>In the information about [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:InfoMartPartitioning:{{PONYDOCSVERSION}}|Info Mart Partitioning]], the [[Documentation:GIM:{{PONYDOCSMANUALSHORT}}:InfoMartPartitioning:{{PONYDOCSVERSION}}#PartitionedGIDB|GIDB Fact Tables]] section notes that two options introduced in release 8.1.402.07, {{Optionslink|link=Options:Genesys_Info_Mart_ETL:gim-etl:partitioning-interval-size-gidb-mm|prodshort=GIM|compshort=GIM}} and {{Optionslink|link=Options:Genesys_Info_Mart_ETL:gim-etl:partitioning-interval-size-gidb-ocs|prodshort=GIM|compshort=GIM}}, enable you to tailor partition sizes to suit the characteristics of your deployment, to improve performance.</li>
| + | {{#switch:{{#explode:{{FULLPAGENAME}}|:|2}} |
| − | </ul>
| + | |Library= |
| | + | ==Other Notes== |
| | + | {{Editgrn_open}}<font color=red>'''Writer's note:''' The following statement displays only in the PDMMS and Cloud PDMs.</font>{{Editgrn_close}}<br/> |
| | + | In the Column List on all Table-* pages, ''varchar/nvarchar'' in the Data Type column means that the data type is varchar except in multi-language databases that use Unicode, in which case the data type is nvarchar. |
| | + | |PDMMS |
| | + | |RPRT= |
| | + | ==Other Notes==In the Column List on all Table-* pages, ''varchar/nvarchar'' in the Data Type column means that the data type is varchar except in multi-language databases that use Unicode, in which case the data type is nvarchar. |
| | + | |#default=}} |
| | | | |
| | + | {{#switch:{{#explode:{{FULLPAGENAME}}|:|1}} |
| | + | |PSAAS= |
| | + | |#default= |
| | ==Related Resources== | | ==Related Resources== |
| | Genesys Info Mart uses source data from several Genesys products. Because of this, Genesys strongly recommends that you read the following documentation in order to better understand the data that is presented in the Genesys Info Mart: | | Genesys Info Mart uses source data from several Genesys products. Because of this, Genesys strongly recommends that you read the following documentation in order to better understand the data that is presented in the Genesys Info Mart: |
| − | <font color=red>JD to do: Add links (and probably toggle)</font>
| + | * [[Documentation:GIM:Dep:Welcome:8.5.0|''Genesys Info Mart Deployment Guide'']] |
| − | * Genesys Info Mart Deployment Guide
| + | * [[Documentation:GIM:Ops:Welcome:8.5.0|''Genesys Info Mart Operations Guide'']] |
| − | * Genesys Info Mart Operations Guide | + | * [[Documentation:GIM:User:Welcome:8.5.0|''Genesys Info Mart User’s Guide'']] |
| − | * Genesys Info Mart User’s Guide | + | * {{Repository|GIMSize_85.xlsx|b00cf06a-61e6-4f01-82d3-c6fcbf15dee7|Database Size Estimator}} |
| − | * Genesys Info Mart Database Size Estimator | + | * [[Documentation:GIM:BCDeployment:GIMBCWelcome:8.1.4|''Business Continuity Deployment Guide'']] (unchanged from 8.1.4) |
| − | * Genesys Info Mart Business Continuity Deployment Guide | + | * [[Documentation:ICON:Dep:Welcome:8.1.5|''Interaction Concentrator Deployment Guide'']] |
| − | * Genesys Info Mart Database Compatibility Reference | + | * [[Documentation/ICON|''Interaction Concentrator Physical Data Model'']] for your particular RDBMS |
| − | * Interaction Concentrator Deployment Guide
| + | * [[Documentation:GA:user:Welcome:8.5.2|Genesys Administrator Extension (GAX) Help]] |
| − | * Interaction Concentrator Physical Data Model for your particular RDBMS | + | * {{Repository|fr_cme-help.zip|61e8cfa5-b64c-47f6-8827-fe7821cae44b|Framework Configuration Manager Help (8.1)}} |
| − | * Framework Configuration Manager Help | + | * Genesys Technical Publications [[Glossary|''Glossary'']], which provides a list of Genesys and computer-telephony integration (CTI) terms and acronyms |
| − | * Genesys Technical Publications Glossary, which is available on the Genesys Documentation website and provides a list of Genesys and computer-telephony integration (CTI) terms and acronyms | + | * [[Documentation:RN:gim85rn:gim85rn:8.5.x|Release Notes]] for this product, which are available on the Genesys Documentation website}} |
| − | * Release Notes and Product Advisories for this product, which are available on the Genesys Documentation website | |
| − | | |
| − | {{Editgrn_open}}<strike>Genesys product documentation is available on the:
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| − | * Genesys Customer Care website.
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| − | * Genesys Documentation website.
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| − | * Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at orderman@genesys.com.</strike>{{Editgrn_close}}
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| − | | |
| | </onlyinclude> | | </onlyinclude> |
| | | | |
| | [[Category:V:GIM:8.5DRAFT]] | | [[Category:V:GIM:8.5DRAFT]] |
