Interaction History users STAR schema (Inherited from Cordiant framework) uses 1 FACT table and 8 Dimensions table. DIM table always has non-duplicate reference records which can be referred in FACT table using PK-FK relationship. IH table stores all Interactions in IH Tables through pegaDATA schema.
For more details,
refer the PDN article- https://community.pega.com/knowledgebase/articles/decision-management-overview/interaction-history-data-model-pega-72-73
We can also
extend the PEGA’s IH table. Below PDN reference article has all the needed
information - https://community.pega.com/knowledgebase/articles/decision-management-overview/extending-interaction-history
The process of
extending the Interaction History layer in your application consists of the
following steps:
1.
Adding columns in a database table
a.
Write a alter sql statement to alter the IH Table
2.
Adding extensions in application
rulesets
a.
Perform the following actions to extend Interaction History with
the HandleTime property
for the call center application:
i.
Add a new property HandleTime of
type Integer to the Data-Decision-IH-Fact data
model in the application ruleset of the call center application.
ii.
Add the HandleProperty to
the SR class of the call center application.
iii.
Override the pyInteractionHistoryConfiguration data
transform in Data-Decision-IH-Configuration for
the call center ruleset:
1.
Add a Set action and
set Primary.pyFactProperties(<APPEND>) to "HandleTime".
2.
Add a Set action and
set Primary.pyMeasurements(<APPEND>) to "HandleTime".
This step is necessary so that you can use the property as a KPI.
3.
Enable the Call superclass data transform setting.
