General Information About Intelligence Engine Reporting

The reporting tables are located in the tenant reporting database (DB2). They are accessible like other DB2 tables without additional configuration. These tables contain historical analysis data generated by the Intelligence Engine.

Table Relations

The reporting schema is structured around linking customer requests with the associated agent and analytics records. The primary table relationships are:

The Customer Slices table is the primary table. Every conversation has a unique historical_interaction_id (this equals the GIID for individual voice/chat interactions or the case_id for cases). A single slice is created for:
- Each individual voice or chat interaction that is not associated with a case. Each interaction is analyzed independently.
- Each case, treating all constituent interactions as a unit to be analyzed together.

The Agent Slices table contains information about the agents who participated in the conversation. A conversation can have zero or more agent participants. The customer_slice_id is used as the foreign key.

Dependent tables (Intents, Categories, Autoscoring, Discovery) refer to conversations by the historical_interaction_id.

Autoscorings and intents can relate to customer slices or agent slices, using the customer_slice_id or agent_slice_id, respectively.

Product Results

The data generated by the Intelligence Engine is routed to specific tables based on the type of analysis performed. The following breakdown specifies where the results for each product are located:

Autoscoring, Autosurvey, and Checklist:
- Overall autoscoring and checklist results are stored in Agent Slices.
- Overall autosurvey results are stored in Customer Slices.
- Results per area for autoscoring forms, autosurvey forms, and checklists are stored in the Autoscoring table.

Discovery: Discovery results are stored in the Discovery Tags table.

Categorization: Categorization results are stored in the Categories table.

Detected intents are stored in the Intents table. The origin value (CATEGORIZATION, AUTOSCORING, SUGGESTION, or CHECKLIST) indicates the type of analysis where the intent was detected.

Schema Diagram

The following diagram illustrates the table schema and relations.

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