About This Document

Intended Audience

This 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.

This document assumes that you have a basic understanding of:

• Relational database management systems (RDBMSs).
• Structured Query Language (SQL).
• Data warehousing.

Abbreviations for Database Terms

The following abbreviations characterize fields throughout this document, to provide more detailed information about all tables, including a concise listing of primary and foreign keys for each table, default field values, mandatory fields, and from which source the Genesys Info Mart Server gathers Info Mart data:

• P, for primary key
• M, for mandatory field
• 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

Abbreviations for index characterizations include the following:

• U, for unique
• C, for cluster

What's New in the Documentation

The following topics are new or have information is new or has changed significantly since earlier versions of this document. The most recent changes appear first.

• For Genesys Callback support, descriptions of the following columns have been updated to indicate new, additional values:
  • INTERACTION_TYPE.INTERACTION_SUBTYPE (and INTERACTION_SUBTYPE_CODE) — OutboundCallback (and OUTBOUNDCALLBACK)
  • TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT (and TECHNICAL_RESULT_CODE) — Deferred and Incomplete (DEFERRED and INCOMPLETE)
  • TECHNICAL_DESCRIPTOR.RESULT_REASON (and RESULT_REASON_CODE) — CallbackAccepted (CALLBACKACCEPTED)
• Description of a new column, 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.
• A new fact table, SM_MEDIA_NEUTRAL_STATE_FACT, has been added to support reporting on media-neutral agent states. (The table has not yet been added to the Facts subject area diagram.)
• The new user-data propagation rule, IRF_INITIAL, has been added to the list of valid values for the PROPAGATION_RULE column in the CTL_UD_TO_UDE_MAPPING control table.
• ANCHOR_FLAGS table:
  • Description of a new flag, CUSTOMER_LEFT_FIRST, has been added. The flag indicates which party ended a chat session.
  • The value in the following columns will always be 0 unless populate-thread-facts populate-thread-fcts = true:
    • FIRST_ENGAGE_FOR_AGENT_THRD
    • FIRST_REPLY_FOR_AGENT_THRD
    • FIRST_ENGAGE_THRD
• A note will be added to the 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 populate-mm-ixnqueue-facts is configured to false.
• INTERACTION_RESOURCE_FACT (IRF) table:
  • Descriptions of two new columns, FOCUS_TIME_COUNT and FOCUS_TIME_DURATION, will be 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. 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 0. FOCUS_TIME_DURATION indicates the total time that the agent spent actively processing the interaction, as reported by the agent desktop.
  • Description of two new columns, ASM_COUNT and ASM_ENGAGE_DURATION, will be 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. The columns are populated only in Outbound VoIP environments, with Outbound Contact campaigns running in an ASM dialing mode, if the new configuration option, No results, is set to true.
  • The ANCHOR_FLAGS_KEY column description will be updated to account for the role this column now plays in indicating which party ended a chat session.
  • Clarification will be added that in release 8.5.004, the name of the IRF_ANCHOR_SENT_TS column has changed to 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.
  • Clarification will be added that in release 8.5.003, the name of the IRF_ANCHOR_DATE_TIME_KEY column has changed to IRF_ANCHOR_SENT_TS. 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 IRF.IRF_ANCHOR has a value of 2. This field is set to NULL for all other IRFs that are associated with the same interaction.
  • The description of a previously reserved column, LAST_INTERACTION_RESOURCE, will be 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. This field is set to 1 for a single IRF out of all IRF records that are associated with a given interaction, to indicate the last resource to enter the interaction. This field is set to 0 for all other IRFs that are associated with the same interaction.
  • A newly introduced value, Person, will be added to the list of values for the RESOURCE_.RESOURCE_SUBTYPE column.
  • CONS_INIT_TALK_COUNT, CONS_RCV_RING_COUNT, CONS_RCV_RING_DURATION, CONS_RCV_TALK_COUNT and CONS_RCV_TALK_DURATION now also apply to chat consultations.
  • The CUSTOMER_*_COUNT and CUSTOMER_*_DURATION metrics that specifically exclude voice and e-mail consultations (for example, CUSTOMER_RING_COUNT) also exclude chat consultations.
  • A note will be added to CONS_INIT_TALK_DURATION to confirm that, even if 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.
• INTERACTION_TYPE table: InternalConferenceInvite (and INTERNALCONFERENCEINVITE) will be added to the INTERACTION_SUBTYPE (and INTERACTION_SUBTYPE_CODE) columns.
• IRF_USER_DATA_CUST_1, IRF_USER_DATA_GEN_1, and IRF_USER_DATA_KEYS tables: CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY columns will be added.
• TECHNICAL_DESCRIPTOR table: IntroducedTransfer (and INTRODUCEDTRANSFER) will be added to the list of possible values in the RESULT_REASON (and RESULT_REASON_CODE) and ROLE_REASON (and ROLE_REASON_CODE) columns.
• In Chapter 7 ("Info Mart Partitioning"), the "Partitioned GIDB Fact Tables" section will note that two options introduced in release 8.1.402.07, partitioning-interval-size-gidb-mm and partitioning-interval-size-gidb-ocs, enable you to tailor partition sizes to suit the characteristics of your deployment, to improve performance.

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: JD to do: Add links (and probably toggle)

• Genesys Info Mart Deployment Guide
• Genesys Info Mart Operations Guide
• Genesys Info Mart User’s Guide
• Genesys Info Mart Database Size Estimator
• Genesys Info Mart Business Continuity Deployment Guide
• Genesys Info Mart Database Compatibility Reference
• Interaction Concentrator Deployment Guide
• Interaction Concentrator Physical Data Model for your particular RDBMS
• Framework Configuration Manager Help
• 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
• Release Notes and Product Advisories for this product, which are available on the Genesys Documentation website

Genesys product documentation is available on the:

• Genesys Customer Care website.
• Genesys Documentation website.
• Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at orderman@genesys.com.