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In the Column List:

  • P = Primary key
  • M = Mandatory field
  • F = 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 = Default value
  • In the Data Type column, varchar/nvarchar means that the data type is varchar except in multi-language databases that use Unicode, in which case the data type is nvarchar. (The Info Mart database in Cloud deployments is not multi-language.) THIS BULLET DISPLAYS ONLY IN THE MSSQL AND CLOUD PDMs.
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|foreignKey =  
 
|foreignKey =  
 
|default = NO_VALUE
 
|default = NO_VALUE
−
|colDesc = {{Editgrn_open}}Tanya, the [[Documentation:DES:Help:SummaryDash:draft#Count_by_Disposition|Designer Help Summary Dashboard]] gives values for dispositions -- System Error, Application Timeout, Terminated - <nowiki><reason></nowiki>, Abandoned in Self Service, etc. I wonder if these are the values for DISPOSITION_CATEGORY, and DISPOSITION_TYPE indicates whether it's a finalDisposition? Or vice versa? On the other hand, the Path dashboard page in the Designer Help mentions "Transfer" (and shows "Abandoned") as a "high-level category", but "Transfer" is not listed on the Summary page.{{Editgrn_close}}
+
|colDesc = {{Editgrn_open}}Tanya, I assume there will be a finite list of values here, at least to begin with. The following descriptions are a total guess on my part. The sample values for finalDisposition in the SDR design spec match up with values listed on the [[Documentation:DES:Help:SummaryDash:draft#Count_by_Disposition|Summary Dashboard]], which is what I've gone with here. {{Editgrn_close}}
 +
The disposition, or status, of the interaction when it exited the call flow. Possible values are:
 +
* default
 +
* System Error
 +
* Application Timeout
 +
* Terminated - Terminate Call
 +
* Terminated - Business Hours
 +
* Terminated - Special Days
 +
* Terminated - Emergency
 +
* Terminated - Menu Option
 +
* Abandoned in Self Service
 +
* Abandoned in Queue
 +
* Completed in Self Service
 +
* Routed to Agent
 +
* Routed to DN
 +
For more information about the disposition types and what they represent, see ?? {{Editgrn_open}}Tanya, no doc to link to yet. The "Analytics" pages in the Designer Help, which is the only info source I could find, exist only in the "draft" version right now.{{Editgrn_close}}
 
|introduced =  
 
|introduced =  
 
|modified =  
 
|modified =  
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|foreignKey =  
 
|foreignKey =  
 
|default = NO_VALUE
 
|default = NO_VALUE
−
|colDesc = TBD
+
|colDesc = The high-level category by which dispositions are grouped. Possible values are:
 +
{{Editgrn_open}}Tanya, the following are from the screenshot in the Designer Help, [https://docs.genesys.com/Documentation/DES/draft/Help/DataTablesDash Data Tables Dashboard]. This seems to fit with the Path dashboard page, which shows/mentions "Transfer" and "Abandoned" as a "high-level category". Of course, these could just be examples, not a Genesys baseline, and it's not reassuring that the subcategories in the "UserDisposition" column in the screenshot don't match the list above, but I couldn't find anything else.{{Editgrn_close}}
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* Transfer
 +
* Abandoned
 +
* Self Helped
 +
* Deflection
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* Missing
 
|introduced =  
 
|introduced =  
 
|modified =  
 
|modified =  

Revision as of 11:50, May 18, 2016

Table SDR_CALL_DISPOSITION

Description

Introduced: 8.5.001

In partitioned databases, this table is not partitioned.


This table enables Session Detail Record (SDR) facts to be described based on the disposition, which represents the status of the interaction at the time it exited the call flow. Each row describes one possible disposition, such as whether the interaction was routed to an agent or the caller hung up.

Tip
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Column List

Legend

Column Data Type P M F DV
ID Oracle: NUMBER(10)
MSSQL: int
PostgreSQL: integer
 X X
CREATE_AUDIT_KEY Oracle: NUMBER(19)
MSSQL: numeric(19)
PostgreSQL: numeric(19)
 X X
DISPOSITION_TYPE Oracle: VARCHAR2(255 CHAR)
MSSQL: nvarchar(255)
PostgreSQL: varchar(255)
 X NO_VALUE
DISPOSITION_CATEGORY Oracle: VARCHAR2(255 CHAR)
MSSQL: nvarchar(255)
PostgreSQL: varchar(255)
 X NO_VALUE
FINAL_DISPOSITION Oracle: VARCHAR2(50 CHAR)
MSSQL: nvarchar(50)
PostgreSQL: varchar(50)
 X NO_VALUE

ID

The primary key of this table.

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CREATE_AUDIT_KEY

The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data creation. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools — that is, applications that need to identify newly added data.

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DISPOSITION_TYPE

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in single- and multi-language databases)
The disposition, or status, assigned to a call when the caller exited the call flow. Possible values are:


  • default
  • System Error
  • Application Timeout
  • Terminated - Terminate Call
  • Terminated - Business Hours
  • Terminated - Special Days
  • Terminated - Emergency
  • Terminated - Menu Option
  • Abandoned in Self Service
  • Abandoned in Queue
  • Completed in Self Service
  • Routed to Agent
  • Routed to DN
  • Routing Incomplete
  • Default Routed
  • Routed to Voicemail

For more information about the disposition types and what they represent, see the Designer Summary Dashboard.

>> Back to Column List

DISPOSITION_CATEGORY

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in single- and multi-language databases)
Custom disposition category that an application may specify, to help categorize user-specific outcomes of application. The values depend on the application. Below are examples of the values that an application might provide:

  • Transfer
  • Abandoned
  • Self Helped
  • Deflection
  • Missing
>> Back to Column List

FINAL_DISPOSITION

Introduced: Release 8.5.007
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in single-language databases)
The disposition, or status, assigned to a call at the time it exited the call flow, such as whether it was routed to an agent, terminated due to it being a special day or outside of regular business hours, or the caller hung up. One of the following values:


  • default
  • System Error
  • Application Timeout
  • Terminated - Terminate Call
  • Terminated - Business Hours
  • Terminated - Special Days
  • Terminated - Emergency
  • Terminated - Menu Option
  • Abandoned in Self Service
  • Abandoned in Queue
  • Completed in Self Service
  • Routed to Agent
  • Routed to DN
  • Routing Incomplete
  • Default Routed
  • Routed to Voicemail
>> Back to Column List

Index List

CODE U C Description
I_SDR_CALL_DISPOSITION X Ensures that the combinations of values that are stored in the dimension table are unique.

Index I_SDR_CALL_DISPOSITION

Field Sort Comment
DISPOSITION_TYPE Ascending
DISPOSITION_CATEGORY Ascending
FINAL_DISPOSITION Ascending

Subject Areas

No subject area information available.


References

The summary List of References will include the following entries for this table or view:


Child Table/View Child Table/View Column Parent Table/View Parent Table/View Column
SDR_CALL_DISPOSITION CREATE_AUDIT_KEY CTL_AUDIT_LOG AUDIT_KEY

 

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