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.
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.
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.
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.
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?).
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.
i need to take a time-out to think how to make such report.