Populating call-related states to Info Mart state tables

[Adam_W]

I'm trying to create an agent state report like the one available in WFM, but based on Info Mart data.

I notice that only non-call-related states (ready, not ready, acw, etc) are recorded in Info Mart (SM_RES_STATE_FACT table).  I need to build a report around all states (CallInbound, CallOutbound, CallDialling etc).

Is there any way to capture this information in the existing Info Mart tables?  I know it's possible to capture these states in the RESOURCE_STATE_FACT table based on the legacy StatServer STATUS table, but this isn't currently set up and I'd like to avoid having to create additional databases etc.

[smile]

imho you should try DT_RES_STATE_FACT table. usage of legacy RESOURCE_STATE_FACT table which is sourced from stat server is not recommended for new deployments.

[Adam_W]

Unfortunately I don't think call-related states are populated in DT_RES_STATE_FACT either.  The Info Mart User Guide names the following states:

• Unknown
• Busy
• Ready
• NotReady
• AfterCallWork (voice media only)
• LoggedOnOnly (voice media only)

[smile]

could you show the example of report which you are trying to make?

[Adam_W]

Sure, see below for the original WFM report (I couldn't attach it to this post for some reason):

[URL=http://img860.imageshack.us/i/agentstate.jpg/][img width=640 height=390]http://img860.imageshack.us/img860/6748/agentstate.jpg[/img][/URL]

I've made a comparable report from Info Mart based on agent name, state, reason, start time and duration.  This is fine, but it's missing all the call-related states.

In case you wonder why I don't just use the WFM report, the reason I'm trying to do this in Info Mart is because the WFM report is in hours and minutes, which isn't granular enough.  I need seconds as well.

[smile]

[quote author=Adam_W link=topic=6336.msg27616#msg27616 date=1302616398]

I've made a comparable report from Info Mart based on agent name, state, reason, start time and duration.  This is fine, but it's missing all the call-related states.

[/quote]

i've made similar report too, but without callinbound and other call-related states i need to take a time-out to think how to make such report.

As for assumption: DT_* tables are populated from interactions. Of course you can use INTERACTION_RESOURCE_FACT but it turns quite complicated query.

[eugene]

I wouldn't bother turning on the DT_* table. SM should be sufficient  Adam, you can get this by unioning your query to the voice_res_fact_ext table for the states you're looking for.

[Adam_W]

Yeah the VOICE_RES_FACT_EXT table does look useful but the only issue is that it doesn't really record the start times for each state within that interaction.

It seems like 1 row in that table can record multiple states relating to the same call, so it may not be clear when each state began (e.g. if the agent entered CallConsult state several times during that call, when did each one occur?).

[smile]

The table VOICE_RES_FACT_EXT is the extension of INTERACTION_RESOURCE_FACT. this table populated directly from interactions.

[eugene]

[quote author=Adam_W link=topic=6336.msg27671#msg27671 date=1302775887]
Yeah the VOICE_RES_FACT_EXT table does look useful but the only issue is that it doesn't really record the start times for each state within that interaction.

It seems like 1 row in that table can record multiple states relating to the same call, so it may not be clear when each state began (e.g. if the agent entered CallConsult state several times during that call, when did each one occur?).
[/quote]


Adam, i gave you the wrong table to go after i actually meant the ixn_resource_state_fact i've produced a diary like - Statserver STATUS table which i presume is what you're looking for.