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Database schema for email bot tables

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In Pega Platform 8.5 and later, Pega Email Bot™ uses two new tables that list complete information about email triage cases and captured actions performed for triage cases in the system. The system uses the information stored in these tables to display the built-in reports for the email bot. As a result, with the information from the reports, you can adjust the machine learning models to attain greater automation in the system.

You can also create custom reports for the email bot, if you extend the columns in the two new tables by running data transforms.

pc_work_triage table

The pc_work_triage table for the Work-Channel-Triage class stores complete information about email triage cases for the email bot. In Pega Platform 8.4 and earlier, the system stores email triage cases in the pc_work table. When you upgrade to Pega Platform 8.5 and later, the system automatically performs migration of resolved and open triage cases for the email bot from the old pc_work table to the new pc_work_triage table. If you expose additional properties as columns in the old table, before your start the upgrade process extend the pyPopulateColumnNamesExtension data transform with this information. For more information, see Migrating triage cases to new tables.

The pc_work_triage table consists of the following columns:

Column Description Data type Length
pxcommitdatetime The time and date when the case was committed. Timestamp
pxsavedatetime The time and date when the case was last saved. Timestamp
pxcoverinskey The cover ins key. Character var (255)
pxcoveredcount The covered count. Numeric num (18,0)
pxcoveredcountopen The open covered count. Numeric num (18,0)
pxcoveredcountunsatisfied The unsatisfied covered count. Numeric num (18,0)
pxcreatedatetime The time and date when the case was created. Timestamp
pxcreateopname The name of the operator that created the case. Character var (128)
pxcreateoperator The operator that created the case. Character var (128)
pxcreatesystemid The identifier of the system that created the case. Character var (32)
pxflowcount The flow count. Numeric num (18,0)
pxinsname The ins name. Character var (128)
pxobjclass The name of the class object. Character var (96)
pxupdatedatetime The time and date when the case was updated. Timestamp
pxupdateopname The name of the operator that updated the case. Character var (128)
pxupdateoperator The operator who updated the case. Character var (128)
pxupdatesystemid The identifier of the system that performed an update. Character var (32)
pyagefromdate The from date. Timestamp
pydescription The description of the case type. Character var (255)
pyeffortactual The actual effort. Numeric num (18,0)
pyeffortestimate The estimated effort. Numeric num (18,0)
pyeffortestimatetimestamp The estimated effort time and date. Timestamp
pyelapsedpastdeadline The elapsed time when the case is past the SLA deadline. Numeric num (18,0)
pyelapsedpastgoal The elapsed time when the case is past the SLA goal. Numeric num (18,0)
pyelapsedstatusnew The elapsed time when the case status is new. Numeric num (18,0)
pyelapsedstatusopen The elapsed time when the case status is open. Numeric num (18,0)
pyelapsedstatuspending The elapsed time when the case status is pending. Numeric num (18,0)
pyeventid The identifier of the event for the case. Character var (32)
pyid The identifier of the case. Character var (32)
pylabel The label of the case. Character var (64)
pyorigdivision The division of the user who created the case. Character var (32)
pyorigorg The organization of the user who created the case. Character var (32)
pyorigorgunit The organizational unit of the user who created the case. Character var (32)
pyoriguserdivision The division of the user who created the case. Character var (32)
pyoriguserid The identifier of the user who created the case. Character var (128)
pyoriguserworkgroup The work group of the user who created the case. Character var (64)
pyownerdivision The division of the user who is the owner. Character var (32)
pyownerorg The organization of the user who is the owner. Character var (32)
pyownerorgunit The organizational unit of the user who is the owner. Character var (32)
pyreopencount The number of open cases. Numeric num (18,0)
pyreopentimestamp The time and date when the case was opened. Timestamp
pyresolutioncost The cost of the resolution. Numeric num (18,0)
pyresolveddivision The division of the user who resolved the case. Character var (32)
pyresolvedorg The organization of the user who resolved the case. Character var (32)
pyresolvedorgunit The organizational unit of the user who resolved the case. Character var (32)
pyresolvedtime The time of resolution. Character var (32)
pyresolvedtimestamp The time and date of the resolution. Timestamp
pyresolveduserid The identifier of the user who resolved the case. Character var (128)
pyresolveduserworkgroup The user group of the user who resolved the case. Character var (64)
pysladeadline The time and date of the service-level agreement (SLA) deadline. Timestamp
pyslagoal The time and date of the service-level agreement (SLA) goal. Timestamp
pyslaname The name of the service-level agreement (SLA). Character var (32)
pystatuswork The current status of the work item. Character var (32)
pyurgencyadjustment The urgency adjustment. Numeric numeric (18,0)
pxcurrentstagelabel The name of the current stage of the case type. Character var (128)
pxcurrentstage The current stage of the case type. Character var (32)
pzinskey The ins key. Character var (255)
pxapplication The application identifier. Character var (64)
pxapplicationversion The version of the application. Character var (32)
pzpvstream The PVS stream. Byte
pymodificationdatetime The time and date of last modification. Timestamp
pyapplication The name of the application. Character var (64)
pyowneruserid The identifier of the owner. Character var (128)
pyslaaction The service-level agreement (SLA) action. Timestamp
pxstagelabel The name of the stage for the case type. Character var (128)
pxstage The stage for the case type. Character var (32)
pyCurrentSentiment The sentiment of the latest email received from a user. Character var (32)
pyBaseLanguage The detected language of the email received from a user. Character var (64)
pyAccountId The account identifier for the Email channel. Character var (64)
pyPrimaryTopic The detected topic, the subject matter of the received email. Character var (64)
pySenderName The name of the user who sent the email. Character var (256)
pySenderEmail The email address of the user who sent the email. Character var (128)
pyChannelClass The name of the class for the Email channel. Character var (128)
pyChannelID The identifier of the Email channel. Character var (256)
pyCustomerInteractionSequence The customer interaction sequence. Numeric numeric (18,0)
pzInteractionCaseVer The Pega Platform version. Character var (32)

pr_index_tracktriageactions table

The pr_index_tracktriageactions table for the Index-TrackTriageActions class stores information about captured actions that are performed on a triage case in the system. The system uses the data stored in columns for this table to display the built-in or custom reports for your email bot. The table includes several essential columns that you can use to generate custom reports. You generate a custom report by first configuring the pyAddTriageActionExtension data transform to add custom columns to this table, and then running the data transform when you want to generate a custom report.

You can also extend the pr_index_tracktriageactions table to generate reports for Pega Intelligent Virtual Assistants (IVAs), for example, IVA for Legacy Webchat.

The pr_index_tracktriageactions table consists of the following columns:

Column Description Data type Length
pxinsindexedkey The ins index key. Character var (255)
pxindexcount The count of the index. Numeric numeric (18,0)
pxindexpurpose The purpose index. Character var (32)
pxcommitdatetime The date and time when the commit occurred. Timestamp
pxsavedatetime The saved date and time. Timestamp
pxinsname The ins name. Character var (128)
pxobjclass The object class. Character var (128)
pyActionType The triage action type: Case, Reply, RouteOp, RouteWQ. Character var (64)
pyActionMode The triage action mode: Manual, Automatic. Character var (32)
pyTarget The target name for the operator ID or work queue ID that also includes the case type class name. Character var (128)
pyTargetID The target ID with case ID and pulse ID. Character var (64)
pyThreadCount The thread count for email. Decimal numeric (18,0)
pyTriageActionSequence The triage action sequence number. Decimal var (18,0)
pyAccountID The account identifier for the Email channel. Character var (64)
pyApplication The name of the application. Character var (64)
pyApplicationVersion The version of the application. Character var (32)
pyBaseLanguage The detected language of the email received from a user. Character var (64)
pyChannelClass The name of the class for the Email channel. Character var (128)
pyChannelID The identifier of the Email channel. Character var (64)
pyPrimaryTopic The detected topic, the subject matter of the received email. Character var (64)
pySentiment The detected sentiment for the received email which is the same for all actions performed in the email thread. Character var (32)
pyWorkCreateDateTime The date and time when the work item was created. Timestamp
pyWorkObjClass The class for the work item. Character var (128)
pyWorkObjectStatus The work item status, for example, resolved-completed or open. Character var (32)
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