WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:36:12Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:13Z

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2020-06-08T15:23:43Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Overview
|TocName=Overview
|Context=Get a summary of the contents of the database tables in the WFM ETL Database schema.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Section={{Section
|alignment=Vertical
|structuredtext=The Workforce Management (WFM) ETL Database schema contains Dimension, Fact, Service and Control, and Referred Info Mart tables.

The Dimension tables correspond to the WFM Organization, Configuration, and Policy objects, and provide sorting, grouping, and filtering capabilities for reports. The Fact tables contain Adherence, Performance, and Schedule information and can be sorted, grouped, and filtered by dimensions.

The ETL database script includes {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=ETLRef|topic=AutoPurg|display text=database-stored procedures}} that enable automated purging of the WFM ETL database.

This reference contains detailed descriptions of these tables (summarized in this topic), and examples of queries that can be run on the data.
|Status=No
}}{{Section
|sectionHeading=Dimension tables
|anchor=Dimensiontables
|alignment=Vertical
|structuredtext=The WFM ETL process uses the following three types of Dimension tables:

#'''General''' tables include:
#*<tt>WFM_BU</tt>—Business unit descriptive information
#*<tt>WFM_SITE</tt>—Site descriptive information
#*<tt>WFM_TEAM</tt>—Team descriptive information
#*<tt>WFM_AGENT</tt>—Agent descriptive information
#*<tt>WFM_ACTIVITY_TYPE</tt>—Activity types
#*<tt>WFM_ACTIVITY</tt>—Activity descriptive information
#'''Schedule''' tables include:
#*<tt>WFM_SSG_TYPE</tt>—Schedule State Group types
#*<tt>WFM_SSG</tt>—Schedule State Group descriptive information
#*<tt>WFM_STATE_TYPE</tt>—Schedule state types
#*<tt>WFM_STATE</tt>—Schedule state descriptive information
#'''Performance''' tables include:
#*<tt>WFM_PERF_ITEM</tt>—Performance statistics

See the {{Link-SomewhereInThisManual|topic=DimTbls|anchor=top|display text=Dimension tables in detail}}.
|Status=No
}}{{Section
|sectionHeading=Fact tables
|anchor=Facttables
|alignment=Vertical
|structuredtext=The Fact tables provide the following data:

*Agent/team/site adherence totals aggregates for the calendar day and for the 15-minute interval
*Agent/team/site schedule totals aggregates for the schedule day and for the 15-minute interval
*Agent schedule states
*Schedule state and Schedule State Group (SSG) duration aggregates for the 15-minute interval
*Numerous activity (single-site, multi-site, Activity Group) and site performance statistics aggregates for the calendar day and for the 15-minute interval

The WFM ETL process uses the following three types of Fact tables:

#'''Adherence''' tables inlcude:
#*<tt>WFM_ADH_AGENT_DAY</tt>—Aggregate of the agent adherence information for 24-hour days
#*<tt>WFM_ADH_AGENT_TIMESTEP</tt>—Aggregate of the agent adherence for 15-minute intervals
#'''Schedule''' tables include:
#*<tt>WFM_SCH_AGENT_DAY</tt>—Agent schedule day information
#*<tt>WFM_SCH_AGENT_TIMESTEP</tt>—Aggregate of agent’s schedule totals for 15-minute intervals
#*<tt>WFM_SCH_AGENT_STATE</tt>—Agent Schedule state information
#*<tt>WFM_SCH_AGENT_STATE_TIMESTEP</tt>—Aggregate of schedule state duration for 15-minute intervals
#'''Performance''' tables include:
#*<tt>WFM_PERF_ITEM_DAY</tt>—Performance statistics in 24-hour day granularity
#*<tt>WFM_PERF_ITEM_TIMESTEP</tt>—Performance statistics in 15-minute granularity

See the {{Link-SomewhereInThisManual|topic=FctTbls|anchor=top|display text=Fact tables in detail}}.
|Status=No
}}{{Section
|sectionHeading=Service and Control tables
|anchor=ServiceandControltables
|alignment=Vertical
|structuredtext=The WFM ETL process uses the following Service and Control tables:

*<tt>WM_DB_VERSION</tt>—Internal version table
*<tt>CTL_ETL_HISTORY</tt>—Parallels the <tt>CTL_ETL_HISTORY</tt> table in the Genesys Info Mart database
*<tt>CTL_AUDIT_LOG</tt>—Parallels the <tt>CTL_AUDIT_LOG</tt> table in the Genesys Info Mart database

See the {{Link-SomewhereInThisManual|topic=SrvCntrTbls|anchor=top|display text=Service and Control tables in detail}}.
|Status=No
}}{{Section
|sectionHeading=Referred Genesys Info Mart tables
|anchor=ReferredGenesysInfoMarttables
|alignment=Vertical
|structuredtext=The WFM ETL process uses the following six referred Info Mart tables:

#<tt>CTL_AUDIT_LOG</tt>
#<tt>DATE_TIME</tt>
#<tt>TIME_ZONE</tt>
#<tt>GIDB_GC_TENANT</tt>
#<tt>GIDB_GC_SWITCH</tt>
#<tt>GIDB_GC_AGENT</tt>
|Status=No
}}{{Section
|sectionHeading=Query examples
|anchor=Queryexamples
|alignment=Vertical
|structuredtext=The WFM ETL process uses the following three categories of ETL query examples:

#Adherence queries
#Schedule queries
#Performance statistics queries

See the {{Link-SomewhereInThisManual|topic=QueryEx|anchor=top|display text=Query examples in detail}}.
|Status=No
}}
}}

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 |Context=Get a summary of the contents of the database tables in the WFM ETL Database schema.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Section={{Section

PEC-WFM/Current/ETLRef/Overview - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"