PureConnect Integration to Oracle Service Cloud Data Dictionary Technical Reference 2018 R1 Last updated August 7, 2017 (See Change Log for summary of changes.) Abstract The PureConnect Oracle Service Cloud Integration writes historical data to custom tables in the Oracle Service Cloud database. This technical reference describes that historical data. Genesys 7601 Interactive Way Indianapolis, IN 46278 Telephone/Fax (317) 872-3000 www.genesys.com
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Table of contents Introduction... 4 Tables used by the integration... 4 Schema of tables used by the integration... 5 Custom data elements written to the ININ$Interaction table... 6 Custom data elements written to the ININ$InteractionDirection table... 7 Custom data elements written to the ININ$InteractionType table... 8 Custom data elements written to the ININ$Interaction2Incident table... 8 Custom data elements written to the ININ$Interaction2Chat table... 9 Change log... 10 PureConnect Integration to Oracle Service Cloud Data Dictionary iii
Introduction The PureConnect Oracle Service Cloud Integration writes historical data to custom tables in the Oracle Service Cloud database. This document describes that historical data. Tables used by the integration The integration writes data to the Oracle Service Cloud database. It writes the call attributes when the interaction is removed from the My Interactions queue. The integration sends the Oracle Service Cloud data to the Oracle Service Cloud server when the interaction is deallocated. The integration uses five custom tables in the Oracle Service Cloud database. PureConnect Integration to Oracle Service Cloud Data Dictionary 4
Schema of tables used by the integration PureConnect Integration to Oracle Service Cloud Data Dictionary 5
Custom data elements written to the ININ$Interaction table Custom data elements written to the Oracle Service Cloud ININ$Interaction table ID ID Integer A sequentially assigned number. AgentHandleTime agent_handle_ti me Integer The amount of time in seconds that the agent was handling the interaction. This duration is from the instant the interaction is connected until the instant the interaction is disconnected. If the interaction is transferred out of the agent's queue, then that instant is used as the end time in the calculation. CallHoldTime CallHoldTime Integer CallId CallId String Direction Direction Menu The amount of time in seconds that the interaction was in a held state while connected to the agent. The CallID assigned to the interaction. See the CIC Reporting Data Dictionary for more information on CallIDKey. The direction of the interaction: Possible values are: 1 Inbound 2 - Outbound EntranceUTC int_entrance_u TC DateTime The UTC timestamp for when the interaction entered the agent's My Interactions queue. InteractionID inc_id Integer RecordedByIR RecordedByIR Boolean Specifies the record ID for the incident. This field is only used for workspace records of the Incident type. If the incident was not associated to an interaction, then the InteractionID will be set to zero. Indicates if this interaction was recorded by the Interaction Recorder. (Yes or No) PureConnect Integration to Oracle Service Cloud Data Dictionary 6
Custom data elements written to the Oracle Service Cloud ININ$Interaction table SpeedToAnswer speed_to_ans Integer Type int_type String WorkTime inc_work_time Integer The amount of time in seconds that the agent took to answer the interaction. This duration is from the instant the interaction enters the agent's My Interaction queue until the interaction goes into a connected state. The type of interaction. Possible values are: 1 Call 2 Email 3 RNT_Web_Chat 4 I3_Web_Chat 5 I3_Email 6 Generic_Object 7 - Callback Specifies the amount of time in seconds that this specific incident was focused while associated to the interaction. The focused time is not incremented if the workspace was focused but not associated to an interaction. Custom data elements written to the ININ$InteractionDirection table Custom data elements written to the Oracle Service Cloud ININ$InteractionDirection table ID ID Integer A sequentially assigned number. Class_id Class_id Integer A sequentially assigned number. Name Name String DisplayOrder DisplayOrder Integer The text of the menu items. Currently: Inbound or Outbound A number assigned to determine the order of the menu items (Name). PureConnect Integration to Oracle Service Cloud Data Dictionary 7
Custom data elements written to the ININ$InteractionType table Custom data elements written to the Oracle Service Cloud ININ$InteractionType table ID ID Integer A sequentially assigned number. Class_id Class_id Integer A sequentially assigned number. Name Name String DisplayOrder DisplayOrder Integer The text of the menu items. Currently: Call, Email, RNT_Web_Chat, I3_Web_Chat, I3_Email, Generic_Object, Callback A number assigned to determine the order of the menu items (Name). Custom data elements written to the ININ$Interaction2Incident table Custom data elements written to the Oracle Service Cloud ININ$Interaction2Incident table ID ID Integer A sequentially assigned number. IncidentID IncidentID Integer InteractionID InteractionID Integer WorkTime int_work_time Integer Used to join back to the Incidents table. Used to join back to the ININ$Interaction table. The amount of time in seconds that the associated workspace had focus. PureConnect Integration to Oracle Service Cloud Data Dictionary 8
Custom data elements written to the ININ$Interaction2Chat table Custom data elements written to the Oracle Service Cloud ININ$Interaction2Chat table ID ID Integer A sequentially assigned number. ChatID ChatID Integer InteractionID InteractionID Integer WorkTime int_work_time Integer Used to join to the Oracle Service Cloud ChatID. Used to join back to the ININ$Interaction table. The amount of time in seconds that the associated workspace had focus. PureConnect Integration to Oracle Service Cloud Data Dictionary 9
Change log Change log date June 9, 2010 July 12, 2012 Changes made Initial document created. Updated copyright information. January 22, 2013 Updated for 4.0 SU 3. August 29, 2014 September 29, 2014 February 3, 2015 Updated documentation to reflect changes required in the transition to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information. Updated the data fields in this documentation. The application has been rewritten and the field names are now matching the current version of the software. Added Support of the Oracle Service Cloud UI section. April 10, 2015 Updated for 2015 R3. April 30, 2015 Removed section Support of the Oracle Service Cloud UI. August 4, 2015 Updated for 2015 R4. October 9, 2015 Updated for 2016 R1. December 21, 2015 Updated for 2016 R2. July 19, 2017 Rebranded this document to apply Genesys terminology. Retitled Page: 10 it from"ic Integration to Oracle Service Cloud" to "PureConnect Integration to Oracle Service Cloud". August 7, 2017 Updated cover, copyright and trademark pages. PureConnect Integration to Oracle Service Cloud Data Dictionary 10