Table Descriptions for AWA - Support and Troubleshooting

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Table Descriptions for AWA Interaction and Conversation Interaction: Each time a Virtual Agent conversation occurs, an interaction record captures the entire conversation in the Interactions [interaction] table. The record includes all topic elements used in the conversation, as well as live agent transfers. The interaction records include conversations that occur across the supported chat channels: web client, native mobile app, and messaging integrations. Table Name: interaction Service Channel Metrics (Does not exist in Paris) Queue Metrics: The awa_queue_metrics is used to track and store performance metrics related to the AWA queues. The awa_queue_metrics table stores various types of metrics that represent the status and performance of work items in different queues. These metrics are crucial for understanding how effectively tasks are being processed, assigned, and completed. It helps in evaluating the workload of different queues, enabling administrators to fine-tune their AWA configurations or improve performance through targeted adjustments. Table Name: awa_queue_metrics Service Channel Metrics: The awa_service_channel_metrics table tracks performance metrics for tasks routed through different service channels (e.g., email, phone, portal). It captures key data such as the number of assigned and unassigned tasks (assigned_count, unassigned_count), average and maximum wait times (avg_wait_time, max_wait_time), and assignment times (avg_assignment_time, max_assignment_time). These metrics help administrators monitor the efficiency of task processing per channel, identify delays, and optimize resource allocation. This table is essential for generating reports that analyze the performance of service channels and improve work assignment workflows. Table Name: awa_service_channel_metrics Work Item and Agent Capacity Work Item: The awa_work_item table stores individual work items that are processed and assigned within the (AWA) system. It acts as a central record for all tasks (e.g., incidents, requests) that are subject to AWA's assignment rules. This table helps track the lifecycle of tasks from their entry into the AWA system until they are assigned, ensuring tasks are routed according to the defined rules. Table Name: awa_work_item Agent Capacity: The awa_agent_capacity table contains data of capacity and availability of agents within the AWA system. It stores data on the number of tasks an agent can handle within a given time period and their current workload status. Key fields include agent (reference to the user/agent), capacity (maximum number of tasks the agent can handle), available_capacity (remaining tasks the agent can handle), and current_load (the number of tasks the agent is currently working on). Table Name: awa_agent_capacity Document Size: The awa_document_size table is used to track the size of documents or attachments related to tasks managed by the AWA system. It helps monitor and manage the volume of document data associated with work items, ensuring that assignments involving large attachments do not affect system performance. Key fields typically include task (reference to the associated task), document (reference to the document or attachment), and size (the size of the document in bytes). This table helps in managing storage, optimizing performance, and preventing issues related to handling large files during work assignment processes. It can also be useful for auditing purposes or for triggering actions when document sizes exceed predefined thresholds. Table Name: awa_document_size Agent Presence: The awa_agent_presence table tracks the presence and availability of agents. It helps determine if an agent is currently available to handle new assignments or if they are offline, busy, or on break. Key fields typically include agent (reference to the user/agent), presence_status (indicates the agent's current status, such as "Available", "Busy", "Offline", etc.), last_updated (timestamp for when the status was last updated), and active (whether the agent is actively part of the assignment pool). This table is essential for routing, ensuring that tasks are assigned to agents based on their current presence and availability, optimizing resource allocation, and preventing overloads. Table Name: awa_agent_presence Channel Availability: The awa_agent_channel_availability table tracks the availability of agents across different service channels (e.g., email, phone, chat, portal). It records which channels an agent is available to handle, ensuring that tasks are routed to agents based on both their presence and the specific channels they can work in. Key fields typically include agent (reference to the agent/user), service_channel (reference to the service channel, e.g., email or chat), availability_status (indicates if the agent is available or unavailable for the specific channel), and last_updated (timestamp of the last availability update). This table ensures that AWA can route tasks to agents based on both their general availability and their capacity for handling specific types of work across different channels. Table Name: awa_agent_channel_availability Agent Assignment: The awa_agent_assignment table tracks the specific assignments given to agents. It records details about the tasks that have been routed to individual agents based on predefined assignment rules. Key fields typically include agent (reference to the user or agent), work_item (reference to the assigned task), assignment_status (status of the assignment, such as "Assigned", "In Progress", "Completed"), assignment_time (timestamp of when the assignment was made), and due_date (the expected completion time for the assignment). This table plays a critical role in tracking the lifecycle of an assignment from when it is allocated to an agent to its eventual completion. It integrates with other AWA tables to ensure that assignments are appropriately balanced according to agent capacity, workload, and availability, enabling efficient and optimized work distribution. Additionally, it provides essential data for reporting and performance analysis on individual agent workloads and assignment efficiency. Table Name: awa_agent_assignment Work Item Rejection: The awa_work_item_rejection table tracks work items that have been rejected. When a task or work item cannot be assigned or accepted by an agent—due to reasons such as capacity limits, lack of required skills, or other business rules—it's recorded in this table. Key fields typically include work_item (reference to the rejected task), agent (reference to the agent who rejected the task, if applicable), rejection_reason (a description or code indicating why the work item was rejected), rejection_time (timestamp of when the rejection occurred), and comments (optional notes providing more context for the rejection). This table is crucial for tracking why tasks are not being processed or assigned and helps identify potential inefficiencies or gaps in the system. By analyzing rejection patterns, administrators can fine-tune assignment rules, improve agent capacity management, or adjust work item routing to reduce the likelihood of future rejections, ensuring a more effective work distribution strategy. Table Name: awa_work_item_rejection Presence Query History: The awa_agent_presence_query_history table tracks the historical queries related to agent presence. It logs when the system or other modules query an agent's availability or presence status, helping to monitor and audit changes in agent availability over time. Key fields typically include agent (reference to the user/agent whose presence was queried), query_time (timestamp of when the query was made), presence_status (the presence status returned by the query, such as "Available", "Busy", "Offline"), query_source (indicates where the query originated from, such as a routing rule or manual check), and comments (optional field for additional context regarding the query). This table is important for auditing and troubleshooting agent availability issues. By reviewing the query history, administrators can understand when and why specific presence status checks occurred and ensure the accuracy and efficiency of work item routing based on real-time availability. It also helps in diagnosing any discrepancies between an agent's actual availability and what the system has recorded or queried. Table Name: awa_agent_presence_query_history View Tables Presence Capacity: Presence Capacity (awa_agent_presence_capacity): The awa_agent_presence_capacity table is used to track the capacity of agents in relation to their presence. It combines both agent availability and the workload capacity of the agent, allowing AWA to intelligently route tasks based on not only whether an agent is present (available) but also how much work they can handle at any given time. Key fields typically include agent (reference to the user/agent), presence_status (indicates if the agent is "Available", "Busy", "Offline", etc.), capacity (maximum number of tasks the agent can manage), current_load (number of tasks the agent is currently assigned), and available_capacity (remaining capacity for new assignments). This table helps optimize task distribution by ensuring that agents who are both present and capable of handling additional work are assigned tasks. It prevents overloading agents and ensures that only available agents with the required capacity are selected for new work. Table Name: awa_agent_presence_capacity Interaction Work Item: The awa_interaction_work_item table links work items (such as incidents, requests) with the interactions (e.g., phone calls, emails, chats). It contains key fields like work_item (reference to the task), interaction (reference to the interaction record), interaction_type (type of interaction, e.g., "Email", "Phone"), and assigned_to (agent or group assigned to the task). Additionally, it tracks the status of the work item and the created_at timestamp. This table enables AWA to route tasks based on the context of the interaction, providing agents with better insights and improving efficiency in multi-channel support workflows. Table Name: awa_interaction_work_item AWA Metadata Offer Details: The awa_offer_details table stores detailed information about the offers made to agents. These offers represent tasks or work items that have been proposed or "offered" to agents based on certain assignment rules, such as availability, skill match, or workload balancing. Key fields typically include offer_id (unique identifier for the offer), work_item (reference to the associated task or work item), agent (reference to the agent the offer was made to), offer_status (status of the offer, such as "Pending", "Accepted", "Rejected"), offer_time (timestamp when the offer was made), and expiration_time (time when the offer expires if not accepted). This table is crucial for managing the process of task offers in AWA, providing visibility into which tasks are being offered to which agents, the status of those offers, and ensuring that tasks are efficiently assigned. It helps optimize the routing process, particularly in scenarios involving skill-based or availability-based assignment, and ensures that work is handled by the right agents in a timely manner. Table Name: awa_offer_details Presence History: The awa_agent_presence_history table stores historical records of agent presence status. It logs changes in an agent's availability over time, capturing when an agent's status transitions between different states such as "Available", "Busy", or "Offline". Key fields typically include agent (reference to the user or agent), presence_status (the status of the agent at a specific time), status_change_time (timestamp when the status was updated), and reason (optional field describing why the status was changed, such as "Logged In", "On Break", etc.). This table is important for auditing, troubleshooting, and analyzing agent availability patterns. It allows administrators to track how frequently agents change their status, the duration of each status, and any potential issues related to availability. Table Name: awa_agent_presence_history Channel Stats: The awa_service_channel_stats table tracks performance and usage statistics related to service channels. It captures key metrics about how tasks are routed and processed through various service channels like email, phone, chat, or the self-service portal. Key fields typically include service_channel (reference to the service channel, e.g., "Email", "Chat"), total_tasks (total number of tasks processed through the channel), assigned_tasks (number of tasks successfully assigned from the channel), unassigned_tasks (tasks that entered the channel but were not assigned), avg_response_time (average time it takes for a task to be assigned after entering the channel), and avg_handling_time (average time spent on tasks after they are assigned). This table provides administrators with insights into the performance of each service channel, helping identify bottlenecks, assess workload distribution, and optimize task routing strategies. Table Name: awa_service_channel_stats Queue Stats: The awa_queue_stats table tracks performance metrics for queues. It captures key statistics related to how tasks are processed and assigned within different work queues, helping administrators monitor queue efficiency and optimize task distribution. Key fields typically include queue (reference to the work queue, e.g., "Incident Queue", "Request Queue"), total_tasks (total number of tasks in the queue), assigned_tasks (number of tasks assigned from the queue), unassigned_tasks (tasks waiting in the queue for assignment), avg_wait_time (average time tasks spend in the queue before being assigned), and avg_assignment_time (average time it takes for tasks to be assigned once in the queue). This table is essential for monitoring the health and performance of work queues, identifying potential bottlenecks, and ensuring that tasks are processed efficiently. Table Name: awa_queue_stats Instance Stats: The awa_instance_stats table stores statistical data related to the overall performance and usage. It captures key metrics on how the AWA module is operating, helping administrators monitor system health, performance, and efficiency across various components. Key fields typically include instance_id (unique identifier for a specific AWA instance), total_tasks (total number of tasks processed by the AWA system), assigned_tasks (number of tasks successfully assigned), unassigned_tasks (number of tasks that remain unassigned), avg_processing_time (average time taken to process and assign tasks), and max_processing_time (longest time taken to process a task). This table is critical for tracking the overall efficiency and performance of the AWA system, allowing administrators to identify potential system bottlenecks or areas for improvement. It is especially useful for generating high-level reports on AWA usage, performance trends, and capacity planning, ensuring that the system is optimized for task distribution and agent workload management. Table Name: awa_instance_stats Skill Determination M2M Skill: The task_m2m_skill table creates a many-to-many relationship between tasks (such as incidents, requests) and the skills required to complete those tasks. It includes fields like task (reference to the associated work item), skill (reference to the required skill, e.g., "Network Troubleshooting"), task_type (type of task, such as "Incident" or "Request"), and skill_level (required skill level, such as "Beginner" or "Expert"). This table allows the AWA system to assign tasks to agents based on their skill set, ensuring tasks are handled by the most qualified individuals and improving overall task resolution efficiency and quality. Table Name: task_m2m_skill Interaction M2M Skill: The interaction_m2m_skill table establishes a many-to-many relationship between interactions (such as phone calls, chats, emails) and the skills required to effectively handle those interactions. This table allows the system to match interactions with the necessary expertise, ensuring that the right agents with the appropriate skills are assigned. Key fields typically include interaction (reference to the interaction record, e.g., a chat or phone call), skill (reference to the cmn_skill table, which defines skills such as "Technical Support" or "Customer Service"), and skill_level (indicating the required level of expertise, such as "Intermediate" or "Expert"). This table is important for optimizing task routing and agent assignment in the AWA system, helping ensure that interactions are handled by agents with the right skills and experience. Table Name: interaction_m2m_skill Skill Determination Rule: The sd_skill_determination_rule table defines the rules for determining the skills required for a specific service desk task (e.g., incidents, service requests). These rules are used to automatically assign skills to tasks based on predefined criteria, such as task type, category, or other attributes of the work item. Key fields typically include rule_name (a descriptive name for the rule), task_type (type of work item, such as "Incident" or "Request"), category (the specific category of the task, like "Network Issue" or "Software Request"), skill (reference to the required skill, such as "Technical Support" or "Customer Service"), and skill_level (indicating the required level of expertise for the task). This table is crucial for automating the assignment of tasks to agents based on the skills required, ensuring that tasks are routed to the most qualified individuals. It enhances the Advanced Work Assignment (AWA) system by optimizing task resolution based on skill-based routing, improving efficiency. Table Name: sd_skill_determination_rule Chat Setup Live Agent Setup: The sys_cs_live_agent_setup table stores configuration settings for Live Agent Chat within the Customer Service Management (CSM) module. It contains parameters and preferences related to the setup and management of live chat functionality, enabling agents to communicate with customers in real-time. Key fields typically include agent_group (reference to the agent group assigned to handle chat requests), chat_queue (reference to the chat queue used for routing chats), availability (the default availability status of agents for live chat, such as "Available" or "Busy"), and timeout (time before an inactive chat session is automatically closed). Table Name: sys_cs_live_agent_setup Record Watchers and Context Variables and AMB Record Watchers: The sys_rw_action table in ServiceNow stores records of workflow actions triggered during Run Workflow (RW) activities, typically in Service Catalog or incident management processes. It includes key fields like action_name (name of the action), action_type (type of action, such as "Notification" or "Record Update"), target (reference to the record being affected), status (current state of the action, e.g., "Pending", "Completed"), and parameters (custom parameters passed to the action). The "rw" in the table name stands for "Record Watcher" it's for logs for different events or if you want to use the "watch" feature in the field. It captures data needed for logs and debugging later down the road. There is some backend code that takes that data works its magic and pushes it back for the debugging logs. Table Name: sys_rw_action Context: The interaction_context table stores information about the context of customer-agent interactions, linking them to related work items (like incidents or requests). It includes fields such as interaction (reference to the interaction record, e.g., chat or phone call), work_item (reference to the associated task), interaction_type (type of interaction, like "Chat" or "Email"), interaction_status (status of the interaction, e.g., "Active" or "Resolved"), and agent (the agent handling the interaction). This table ensures that tasks in the AWA system are routed based on both the work item and the interaction context, optimizing task assignment and improving the customer service experience by providing agents with relevant interaction details. Table Name: interaction_context AMB Message: The sys_amb_message table stores messages exchanged between users and the Virtual Agent or Messaging Service. It includes key fields such as message (the content of the message), sender (reference to the sender, whether a user or the virtual agent), conversation (reference to the related conversation), message_type (type of message, such as "User Message", "System Message", or "Bot Response"), and timestamp (when the message was sent). This table is critical for managing, tracking, and auditing interactions in virtual agent-based conversations, helping ensure smooth and accurate communication between users and automated systems. Table Name: sys_amb_message Quick Actions and AWA Tables Quick Actions Action: The quickactions_action table stores records for Quick Actions, which are predefined, executable actions that simplify common tasks for users and agents. Key fields include action_name (the name of the action, like "Resolve Incident"), action_type (type of action, such as "Record Update" or "Script Execution"), target_table (reference to the table on which the action is performed, e.g., incident), script (the script or logic to execute, if applicable), and description (details about the action). This table helps streamline task execution, enabling faster resolution and improved productivity by allowing quick, repeatable actions on records with minimal steps. Table Name: quickactions_action AWA Assignment Rule: The awa_assignment_rule table defines the rules for assigning work items (like incidents, tasks, or service requests) within AWA. It contains key fields such as rule_name (the name of the rule), condition (the criteria or conditions under which the rule triggers, such as task type or priority), assigned_to (the user or group to whom the task is assigned), and priority (the priority level that the rule applies to). The table also includes assignment_type (e.g., "Round Robin", "Skill-Based", etc.) to define the method of assignment. This table is essential for automating and streamlining the task assignment process, ensuring that work items are routed to the most appropriate agents based on defined criteria. Table Name: awa_assignment_rule