InfoMart Agent Activity Report

[PFCCWA]

hello

I am working with Infomart raw data and was trying to extract agent activity reports.
Documentation suggests using the SM_RES_STATE_FACT table.
When I have done this, and linked to the RESOURCE_STATE table, I can see the data such as state name in any 15 minute period, for any advisor but some statistics are not clear ie total login time.

Previously we have used CCA which aggregates data so want to confirm this is the right table for equivalent data OR should I be using another table/joins.  For example T_LOGIN, T_WAIT, T_NOT_READY, T_WORK (acw) is typical data currently collected in CCA.
We don't have RAA/Interactive Insights.

thanks/.

[hsujdik]

For total login time you have to use SM_RES_SESSION_FACT, which registers the login and logout time on START_TS and END_TS fields

[PFCCWA]

thanks for this.

I have another question.
When extracting data from the Interaction_Resource_fact table (join with resource_ table), it is only generating data between certain hours, seemingly 7 AM to 9 PM.
Upon checking the Infomart documentation, I think the options influencing are etl-start-time, and etl-end-time?  These have been left are default (6:00 / 22:00 respectively).
Would this be the cause/reason?  I don't understand why these times have been set up as such as the datamart/cca collected 15 minute aggregation by default.
I can see 'blank' data lines in the IRF table, with no linked agent data but we have agents who have answered/made calls in this time period.

thanks.

[hsujdik]

[quote author=PFCCWA link=topic=10688.msg48532#msg48532 date=1508324477]
I think the options influencing are etl-start-time, and etl-end-time?  These have been left are default (6:00 / 22:00 respectively).
Would this be the cause/reason?
[/quote]

No, not really. This is the time upon which Info Mart will run its Extraction and Transform jobs. When you pull data from the previous days, those intervals are blank as well?

Do you have multiple sites?

Check GIDB_G_CALL_V table on Info Mart, filter it by CREATED field (it is always in GMT time). Check if there are records there for the times you don't have anything. Also check GIDB_G_PARTY_V table linking with CALLID on GIDB_G_CALL_V.

Your problem may be on some other thing, reflecting on Info Mart. ICON could be the vilain here. What query are you running to gather the data?

[PFCCWA]

hello,

yes you are actually correct, ICON does not have a connection to the site t-server where agents who answers these calls are based.
at the moment ICON is connected to the premise tserver and 1 site tserver.
Is it hopeful that based on the premise tserver connection I might still be able to retrieve any kind of agent data for the missing site?

thanks,

[hsujdik]

Not data from the past, since ICON did not collect the events by the time they happened.

Take a look at this doc: https://docs.genesys.com/Documentation/ICON/8.1.5/Dep/Architecture#1ICON1IDB-CC