From Bright Pattern Documentation
Jump to: navigation, search
• 3.10 • 3.11 • 3.12 • 3.13 • 3.14 • 3.15 • 3.16 • 3.17 • 3.18

interaction_step_skills

Each row of this table specifies a skill requested during an interaction referred to in the interaction_step_id field.


Column Name Data Type Description
id BINARY (16) Primary key.
interaction_step_id BINARY (16) Identifier of the interaction during which this skill was requested. Typically this is the identifier for the interaction segment of the party that originated this interaction (field caller_interaction_step_id of the call_detail table).
name VARCHAR Skill name as defined in configuration.
group_name VARCHAR Name of the group that this skill is assigned to as defined in configuration.
type ENUM Skill type. Possible values:

SERVICE – a primary service skill (a skill that is created automatically for each new service).

SKILL – an auxiliary skill (a skill that is not directly associated with any particular service)

service_level INT Target percentage of calls that shall be answered within the time specified in the service_level_threshold feild as defined in configuration.
service_level_threshold INT Service level threshold as defined in configuration.
short_abandonment_threshold INT Reserved.