The Genesys PureConnect Data Dictionary provides a concise and detailed description of the database tables Customer Interaction Center (CIC) uses to store and generate reports on historical data regarding interactions, queue statistics, agent and user activity, line and line groups, administrative changes, and other Interaction Administrator configuration information. In addition to documenting the structure and contents of CIC tables, we try to help you understand the historical data that CIC collects. This information can also be helpful if you edit or maintain the shipped IC historical reports, or if you design your own reports.
There are several tables and over 100 report variations of historical data collection in the reporting system. Understanding the details about each table and its relationship to other tables is the key to using the historical data for your reporting needs. The following list assists you in understanding the relationship of the collected data to the tables they are related to. The type of data collected is described later in greater detail.
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Customer Interaction Center Database Tables |
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Type of data collected |
Relationship to tables and logs |
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Interaction Detail Data |
Primarily included in the Call Detail table |
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Agent State Data |
Stored in the Agent Activity table |
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Interval Queue Data |
Used for the following tables:
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Interval Line and Line Group Data |
Included in the Interval Line Statistic table and the Interval Line Group Statistics table |
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Administrative Data |
Included the Interaction Administrator Change Notification table and the IC Change Notification table |
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Fax Data |
Included in the Fax Envelope History table |
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Configuration Mirror Data |
Is included in the following tables:
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IVR Interval and History Data |
Includes reporting data for IVR menu navigation selections, date/time access, exit paths, time in menus and other statistics to help analyze IVR menu effectiveness |
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Wrap Up Code Data |
Data includes details about the amount of time agents spend in various wrap up states |
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Agent Queue Activation History |
Includes details about agent activation and deactivation in each workgroup queue. This is independent of the agent state data. |
Each section summary describes the purpose of the tables it contains, along with an explanation on how CIC generates records for each table. Specific information is included on the important statistics each table uses. The columns are listed in the order they appear in each table. The table constraints, such as indexes and primary keys are also included.
Additional information about CIC reporting is also available in the appendixes.
Note: Customer Interaction Center (CIC) supports two interaction management client applications. This documentation uses the term “CIC client” to refer to either Interaction Connect or Interaction Desktop.
There are additional technical references and guides that are referred to in this document. These documents are available in the PureConnect Documentation Library on your CIC server.
The latest versions of these documents can also be accessed from the PureConnect Documentation Library on Web site at:
https://help.genesys.com/cic/
CIC does not store all the generated statistics in the historical reporting tables. Due to the large number of statistics available, CIC only stores the most useful or relevant statistics in the tables. There are additional statistics available for custom applications that can be inserted into the custom columns of each table.
For example, the iStatsGroup table primarily shows ACD only statistics such as nEnteredAcd. The statistic for all entered interactions, ACD and non-ACD is nEntered. If you have a need for this statistic, you can insert it into one of the iStatsGroup custom columns and modify your reports to include it.
Contact PureConnect support for more information on using custom statistics, or see the PureConnect Reporting Technical Reference in the Technical Reference Documents section of the PureConnect Documentation Library. The latest versions of technical reference documents can also be viewed from our Product Information site.
Many customers request changes to the existing reports or the creation of new reports. Use the existing reports as a starting point to create custom reports. This is similar to using the existing default handlers as a starting point for your custom handler development. This document should help you in making reporting customizations, by providing an overview and description of the all the historical data generated by CIC.
Although it is beyond the scope of this document, it is also important for you to understand the function, use, and limitations of the reports that ship with CIC. For example, some of the reports within CIC are intended for use that is more general, such as an enterprise running CIC for its voice mail and PBX features. While these reports might be beneficial to a call center running CIC, they may not be sufficient for presenting all the data needed to manage a call center.
The purpose of the reporting logs is to save historical data from the system. In Reporting, logs are predefined entities that map to comma-separated value (CSV) files or SQL based database tables stored in either Microsoft SQL Server or Oracle. The references made in this document to SQL apply to MS SQL or Oracle. The references to tables also apply to CSV files, even though these files are not technically tables, the structure is the same.
After CIC has successfully transferred the reporting logs or data to the tables, the system uses these tables as the source for the existing reports shipped by CIC. You can customize these tables by using blank fields or custom columns available in several of the tables.
The predefined entities are named reporting logs rather than tables to clarify the process. Logs as a generic term to describe what purpose the data serves, and to isolate the system data from the method used to store the historical data.
Reporting logs should not be confused with the trace logs. Trace logs track the detailed actions of the different CIC subsystems for debugging and other troubleshooting purposes. The information in the trace logs can contain reporting information, but mostly contains information on other CIC subsystems. The trace logs are text-based and are not indexed or separated. The information is cryptic and unsuitable for reporting. Depending on the level of tracing that you require, the trace log files can grow to be quite large and the system is setup to routinely overwrite them each week. Normally, you should not need to be knowledgeable about trace log files because you typically only use them to troubleshoot system problems.
Other interchangeable terms used in this document include:
Interactions refer to calls, chats, e-mail, faxes, generic objects, various Web interactions, recorder interactions, and SMS interactions. In most cases, CIC handles these interaction types similarly. However, in some cases the column name or even the view name, such as the CallDetail_viw View, still uses the term call when, in fact, multiple interaction types or values can be stored within the table.
For a list of Interaction Types and their mappings in the CallDetail_viw view, see "Calldetail Interactiontype column"
The Database is considered the overall collection of tables and the relationship to other tables.
Another place you will see the term Log used is in the case of the Call Log attribute associated with an interaction object. This text-based log contains an audit trail of actions performed on an interaction by the CIC system, and is attached to the interaction object as an attribute only. It does not represent a table in any way. The Log Message tool step in a handler makes additions to the call log. This tool, which is in the default CIC system handlers, records and time-stamps certain events that happen to an interaction. When an interaction is disconnected, CIC writes the call log attribute to a column, CallEventLog, in the Call Detail table.
When you configure two CIC servers so that one is an automatic backup of the other using the switchover process, there should be no duplication of data or any problems relative to any report and configuration mirror data logging in CIC. This is because the system that switchover considers the backup, operates in a suspended mode that suppresses the normal mirror and data logging activities.
It is possible that duplicate data might be created, however, if you disconnect one of the two systems from the switchover hardware and boot it up as a stand-alone server. This stand-alone server then becomes a full and complete CIC system that is identically configured to the other running server. This means that any operations that CIC performs on this separated backup system will cause active mirror and logging activity on the shared database. This can result in the system inserting duplicate rows of data, or possibly, inserting wrong data into the tables. To make sure there is no conflict with data being generated by the two separated systems, when the CIC systems are not in their switchover configuration, be sure to change the server Site ID.
Date/Time columns might contain dates using the year 1970 in cases where no value was found or available. CIC does not accept a null date/time, so there has to be a value. 1/5/1970 00:00:00 is the earliest date/time CIC can represent, so CIC uses it as an indicator of an unset date/time.