Dimensions
- DimAgents
AgentID | Identifier |
AgentName | Agent name |
- DimAgentLifeType
AgentLifeTypeId | Identifier |
AgentLifeTypeName | Name of the agent life type |
- DimAgentStatus
AgentStatusID | Identifier |
AgentStatusName | Agent status name |
GUIDID | GUID that identifies an agent |
- DimAlertTypes
AlertTypeID | Identifier |
AlertTypeName | Name of the alert type |
- DimAreaCodes
AreaCodeID | Identifier |
State | State |
MajorCity | Major city |
- DimBusinessProcesses
BusinessProcessID | Identifier |
BusinessProcessName | Business process name |
ContactCenterName | Contact center name |
- DimCampaigns
CampaignID | Identifier |
CampaignName | Name of the Campaign |
DialerTypeID | Identifier of the dialer type |
DialerTypeName | Dialer type name |
BusinessProcessID | Identifier of the business process |
BusinessProcessName | Business process name |
- DimCounterTypes
CounterTypeID | Identifier |
CounterTypeName | Counter type name |
- DimCRMContacts
CRMContactID | Identifier |
Phone1 | Field for the phone number |
Phone2 | Additional phone number |
Phone3 | Additional phone number |
Phone4 | Additional phone number |
Phone5 | Additional phone number |
Title | Name of the Contact |
FirstName | First name |
LastName | Last name |
Street | Street |
AddressLine1 | Address text |
AddressLine2 | Address text |
City | City |
State | State |
Zip | Zip |
Country | Country |
DNC | DNC |
Company | Company name |
- DimDialerTypes
DialerTypeID | Identifier |
DialerTypeName | Dialer type name |
- DimDirections
DirectionID | Identifier |
DirectionName | Direction name |
- DimInteractionChannels
InteractionChannelID | Identifier |
InteractionChannelName | Channel name |
ContactCenterName | Contact center name |
- DimInteractionCreationTypes
InteractionCreationTypeID | Identifier |
InteractionCreationTypeName | Name of the creation type |
- DimInteractionMediaTypes
InteractionMediaID | Identifier |
InteractionMediaName | Media name |
- DimInteractionResults
InteractionResultID | Identifier |
InteractionResultName | Result name |
- DimInteractionStates
InteractionStateID | Identifier |
InteractionStateName | State name |
StatusName | Status name |
OutBoundStatusName | Outbound status name |
- DimInteractionTypes
InteractionTypeID | Identifier |
InteractionTypeName | Type name |
DirectionName | Direction name |
MediaName | Media name |
PurposeName | Purpose name |
- DimOriginatedFromTypes
OriginatedFromID | Identifier |
OriginatedFromName | Type name |
- DimTimeSlices
TimeSliceID | Identifier |
Date | Date |
DateName | String date name |
Year | Year |
HalfYear | Half of the year |
Quarter | Quarter |
Month | Month |
MonthName | Name of the month |
Week | Week |
WeekName | String week name |
DayOfWeek | Day of week |
DayOfWeekName | String day of week |
DayOfMonth | Day of month |
BeginTime | Begin time |
EndTime | End time |
Hour | Hour |
- DimTimeZones
TimeZoneID | Identifier |
TimeZoneName | Name of the time zone |
DisplayName | Display name |
Offset | Offset |
Facts
- AllInteractions
InteractionID | Identifier |
InteractionGUIDID | Guid ID |
InteractionLeg | Interaction leg |
InteractionCreationTypeID | Identifier of the Creation Type |
InteractionCreationType | Creation Type Name |
InteractionTypeID | Identifier of the Interaction Type |
InteractionType | Interaction Type Name |
InteractionResultID | Identifier of the Result Type |
InteractionResult | Result Type Name |
TimeZoneID | Identifier of the Time Zone |
TimeZone | Time Zone name |
CampaignID | Identifier of the Campaign (if interaction refers to the Campaign) |
Campaign | Campaign Name |
AgentID | Identifier of the Agent (if interaction refers to the Agent) |
Agent | Agent Name |
LastTreatingAgentID | Identifier of the Agent: last treating handler (if the last treating handler is Agent) |
LastTreatingAgent | Agent name (when LastTreatingAgentID is not null) |
LastTreatingBusinessProcessID | Identifier of the BP: last treating handler (if the last treating handler is BP) |
LastTreatingBusinessProcess | BP name (when LastTreatingBusinessProcessID is not null) |
LastTreatingInteractionChannelID | Identifier of the Interaction Channel: last treating handler (if the last treating handler is interaction channel) |
LastTreatingInteractionChannel | Interaction channel name (when LastTreatingInteractionChannelID is not null) |
PreviousAgentID | Identifier of the previous handler: Agent ID, if previous handler is an agent |
PreviousAgent | Agent name (when PreviousAgentID is not null) |
PreviousBusinessProcessID | Identifier of the previous handler: BP ID, if previous handler is a BP |
PreviousBusinessProcess | BP name (when PreviousBusinessProcessID is not null) |
PreviousInteractionChannelID | Identifier of the previous handler: Interaction Channel ID, if previous handler is an interaction channel |
PreviousInteractionChannel | Interaction channel name (when PreviousInteractionChannelID is not null) |
AreaCodeID | Identifier of the Area Code |
AreaCode | Area Code name |
StartTime | Start time of the interaction |
StartTimeSliceID | Identifier of the start time (helps for the grouping) |
EndTime | End time of the interaction |
EndTimeSliceID | Identifier of the end time (helps for the grouping) |
EnterTime | When the interaction was added to campaign (loaded) |
EnterTimeSliceID | Identifier of the enter time (helps for the grouping) |
Origin | Origin |
Destination | Destination |
Remarks | Remarks |
DispositionCode | Disposition code |
EndingStatus | Ending status of the interaction |
IVRTime | The time the interaction was on the flow, not in wait state |
QueueTime | Waiting time in the queue |
LastHandlerHandlingTime | Last handler handling time |
WrapUpTime | Wrap-Up time |
PreviousHandlerHandlingTime | Previous handler handling time |
ConsultTime | Consult time |
CustomerBillingCode | Customer billing code |
HasAnotherAttempt | Flag to identify if there was another attempt |
TelephonyTimeIncoming | Incoming time |
TelephonyTimeOutgoing | Outgoing time |
TelephonyTimeExternalAgent | External agent time (Telephony time, where agent used external terminal (not the built-in softphone) |
TelephonyTimeExternalConsult | External consult time (Telephony time, where agent consulted with an agent or other (like external number) who uses external terminal (not the built in telephone)) |
ExternalTransferDID | External transfer DID (Interaction was ended by transferring to an external number. This is the number) |
EndedInRequestDNC | Ended in request DNC (customer asked to be called again (Do Not Call)) |
MistreatedCode | DNC number |
MistreatedTime | When DNC number was called |
MistreatedTimeSliceID | Identifier of the mistreated time (helps for the grouping) |
VoiceMailLeft | Flag to identify if there was left voice mail |
VoiceMailAssignedAgentID | Identifier of the agent which voice mail was assigned |
VoiceMailAssignedAgent | Agent name for the voice mail |
InteractionMediaID | Identifier of the Media type |
InteractionMedia | Media type name |
AgentHandlingTime | Total time handling by agent |
WasAbandoned | Flag to identify if the interaction was abandoned |
CurrentSLThreshold | Threshold in seconds |
IsDeferrable | Flag to identify if the interaction was deferrable |
HoldTime | Total time when the interaction was on hold |
NumberOfAttempts | Count of attempts |
LastAttemptTime | Last attempt time |
LastAttemptTimeSliceID | Identifier of the last attempt time (helps for the grouping) |
DirectionID | Identifier of the Direction |
Direction | Direction name |
Duration | Duration of the interaction |
LastAttemptDestination | Last attempt destination |
LastAttemptInteractionStateID | Identifier of the last attempt interaction state |
LastAttemptInteractionState | Last attempt interaction state name |
LastAttemptAgentID | Identifier of the last attempt agent |
LastAttemptAgent | Last attempt agent name |
LastAttemptRemarks | Last attempt remarks |
EndedInTransfer | Flag to identify if the interaction was ended in transfer |
ClosedBySystem | Flag to identify if the interaction was closed by system |
Queued | Flag to identify if the interaction was added in the queue |
SLExcluded | Flag to identify if the interaction was excluded from Service Level calculations |
AnsweredWithinGoalTime | Flag to identify if the interaction was answered within goal time |
EmailBacklog | Flag to identify if the interaction (email) was added in the backlog |
LastInteractionStateID | Identifier of the last interaction state |
LastInteractionState | Last interaction state name |
ResponseCount | Count of the responded chat messages |
ResponseTimeSum | Total time (in seconds) of the waiting by customer |
CustomerCalls | Customer calls |
Overflow | Flag to identify if the interaction was overflowed |
- AllInteractionSegments
InteractionSegmentID | Identifier of the segment of the interaction |
SequenceID | Segment sequence identifier within the interaction |
InteractionID | Identifier of the interaction |
InteractionGUIDID | Interaction Guid ID |
InteractionLeg | Interaction leg |
InteractionCreationTypeID | Identifier of the Creation Type |
InteractionCreationType | Creation Type Name |
InteractionTypeID | Identifier of the Interaction Type |
InteractionType | Interaction Type Name |
InteractionStateID | Identifier of the interaction state |
InteractionState | Interaction state name |
NextInteractionStateID | Identifier of the next interaction state (if it exists) |
NextInteractionState | Next interaction name (if it exists) |
InteractionResultID | Identifier of the Result Type |
InteractionResult | Result Type Name |
TimeZoneID | Identifier of the Time Zone |
TimeZone | Time Zone name |
CampaignID | Identifier of the Campaign (if interaction refers to the Campaign) |
Campaign | Campaign Name |
AgentID | Identifier of the Agent (if segment handler is an agent) |
Agent | Agent Name |
BusinessProcessID | Identifier of the business process (if segment handler is a BP) |
BusinessProcess | BP name |
InteractionChannelID | Identifier of the interaction channel (if segment handler is an interaction channel) |
InteractionChannel | Interaction channel name |
LastTreatingAgentID | Identifier of the Agent: last treating handler (if the last treating handler is Agent) |
LastTreatingAgent | Agent name (when LastTreatingAgentID is not null) |
LastTreatingBusinessProcessID | Identifier of the BP: last treating handler (if the last treating handler is BP) |
LastTreatingBusinessProcess | BP name (when LastTreatingBusinessProcessID is not null) |
LastTreatingInteractionChannelID | Identifier of the Interaction Channel: last treating handler (if the last treating handler is interaction channel) |
LastTreatingInteractionChannel | Interaction channel name (when LastTreatingInteractionChannelID is not null) |
PreviousAgentID | Identifier of the previous handler: Agent ID, if previous handler is an agent |
PreviousAgent | Agent name (when PreviousAgentID is not null) |
PreviousBusinessProcessID | Identifier of the previous handler: BP ID, if previous handler is a BP |
PreviousBusinessProcess | BP name (when PreviousBusinessProcessID is not null) |
PreviousInteractionChannelID | Identifier of the previous handler: Interaction Channel ID, if previous handler is an interaction channel |
PreviousInteractionChannel | Interaction channel name (when PreviousInteractionChannelID is not null) |
AreaCodeID | Identifier of the Area Code |
AreaCode | Area Code name |
InteractionStartTime | Start time of the interaction |
InteractionStartTimeSliceID | Identifier of the interaction start time (helps for the grouping) |
InteractionEndTime | End time of the interaction |
InteractionEndTimeSliceID | Identifier of the interaction end time (helps for the grouping) |
StartTime | Start time of the segment |
StartTimeSliceID | Identifier of the segment start time |
EndTime | End time of the segment |
EndTimeSliceID | Identifier of the segment end time |
EnterTime | When the interaction was added to campaign (loaded) |
EnterTimeSliceID | Identifier of the enter time (helps for the grouping) |
Origin | Origin |
Destination | Destination |
Remarks | Remarks |
DispositionCode | Disposition code |
EndingStatus | Ending status of the interaction |
IVRTime | The time the interaction was on the flow, not in wait state |
QueueTime | Waiting time in the queue |
LastHandlerHandlingTime | Last handler handling time |
WrapUpTime | Wrap-Up time |
PreviousHandlerHandlingTime | Previous handler handling time |
ConsultTime | Consult time |
CustomerBillingCode | Customer billing code |
HasAnotherAttempt | Flag to identify if there was another attempt |
TelephonyTimeIncoming | Incoming time |
TelephonyTimeOutgoing | Outgoing time |
TelephonyTimeExternalAgent | External agent time (Telephony time, where agent used external terminal (not the built-in softphone) |
TelephonyTimeExternalConsult | External consult time (Telephony time, where agent consulted with an agent or other (like external number) who uses external terminal (not the built-in softphone)) |
ExternalTransferDID | External transfer DID (Interaction was ended by transferring to this external number.) |
EndedInRequestDNC | Ended in request DNC (customer asked to be called again (Do Not Call)) |
MistreatedCode | DNC number |
MistreatedTime | When DNC number was called |
MistreatedTimeSliceID | Identifier of the mistreated time (helps for the grouping) |
VoiceMailLeft | Flag to identify if there was left voice mail |
VoiceMailAssignedAgentID | Identifier of the agent which voice mail was assigned |
VoiceMailAssignedAgent | Agent name for the voice mail |
InteractionMediaID | Identifier of the Media type |
InteractionMedia | Media type name |
AgentHandlingTime | Total time handling by agent |
WasAbandoned | Flag to identify if the interaction was abandoned |
CurrentSLThreshold | Threshold in seconds |
IsDeferrable | Flag to identify if the interaction was deferrable |
HoldTime | Total time when the interaction was on hold |
NumberOfAttempts | Count of attempts |
LastAttemptTime | Last attempt time |
LastAttemptTimeSliceID | Identifier of the last attempt time (helps for the grouping) |
DirectionID | Identifier of the Direction |
Direction | Direction name |
Duration | Duration of the segment |
LastAttemptDestination | Last attempt destination |
LastAttemptInteractionStateID | Identifier of the last attempt interaction state |
LastAttemptInteractionState | Last attempt interaction state name |
LastAttemptAgentID | Identifier of the last attempt agent |
LastAttemptAgent | Last attempt agent name |
LastAttemptRemarks | Last attempt remarks |
Handler | Handler type (additional system field) |
EndedInTransfer | Flag to identify if the interaction was ended in transfer |
ClosedBySystem | Flag to identify if the interaction was closed by system |
Queued | Flag to identify if the interaction was added in the queue |
SLExcluded | Flag to identify if the interaction was excluded from Service Level calculations |
AnsweredWithinGoalTime | Flag to identify if the interaction was answered within goal time |
EmailBacklog | Flag to identify if the interaction (email) was added in the backlog |
LastInteractionStateID | Identifier of the last interaction state |
LastInteractionState | Last interaction state name |
ResponseCount | Count of the responded chat messages |
ResponseTimeSum | Total time (in seconds) of the waiting by customer |
CustomerCalls | Customer calls |
Overflow | Flag to identify if the interaction was overflowed |
- AllAlerts
AlertID | Identifier |
AgentID | Identifier of the Agent (if alert handler is an agent) |
Agent | Agent name |
BusinessProcessID | Identifier of the BP (if alert handler is a BP) |
BusinessProcess | BP name |
CounterTypeID | Identifier of the counter type |
CounterType | Counter type name |
AlertTypeID | Identifier of the alert type |
AlertType | Alert type name |
StartTime | Start time |
StartTimeSliceID | Identifier of the start time (helps for the grouping) |
EndTime | End time |
EndTimeSliceID | Identifier of the end time (helps for the grouping) |
Value | Count of seconds of the alert |
Counter | Supervisor’s counter |
- AllAttempts
AttemptID | Identifier |
CampaignID | Identifier of the Campaign |
Campaign | Campaign name |
Destination | Destination |
CampaignEnterTime | When the interaction was added to campaign (loaded) |
CampaignEnterTimeSliceID | Identifier of the enter time (helps for the grouping) |
CampaignLastAttemptTime | Last attempt time of the main interaction |
CampaignLastAttemptTimeSliceID | Identifier of the last attempt time (helps for the grouping) |
NumberOfAttempts | Count of the attempts in the whole interaction |
LastAttemptInteractionStateID | Identifier of the last attempted interaction state in the whole interaction |
LastAttemptInteractionState | Last attempted interaction state |
AttmeptNo | Attempted number |
AttemptTime | Attempted time |
AttemptTimeSliceID | Identifier of the attempted time (helps for the grouping) |
AgentID | Identifier of the Agent (if the attempt handler was an agent) |
Agent | Agent name (if the attempt handler was an agent) |
Remarks | Remarks |
InteractionStateID | Identifier of the interaction state |
InteractionState | Interaction state name |
BusinessProcessID | Identifier of the BP (if the attempt handler was a BP) |
BusinessProcess | BP name (if the attempt handler was a BP) |
- AllAgentLife
AgentLifeID | Identifier |
SourceKey | Key from a source table |
AgentLifeTypeId | Identifier of type |
AgentLifeTypeName | Type name (break, shift, BP assignment) |
AgentID | Identifier of an agent |
Agent | Agent name |
LoginTime | Time when an agent was logged in |
LoginTimeSliceID | Identifier of login time (helps for the grouping) |
LogoffTime | Time when an agent was logged off |
LogoffTimeSliceID | Identifier of logoff time (helps for the grouping) |
AgentStatusID | Identifier of an agent status |
AgentStatusName | Agent status name |
StartTime | Start time of an agent shift |
StartTimeSliceID | Identifier of an agent shift start time (helps for the grouping) |
EndTime | End time of an agent shift |
EndTimeSliceID | Identifier of an agent shift end time (helps for the grouping) |
Efficiency | Efficiency |
InteractionStateID | Identifier of the interaction state |
InteractionStateName | Interaction state name |
BusinessProcessID | Identifier of the BP |
BusinessProcessName | BP name |
InteractionTypeID | Identifier of an interaction type |
InteractionTypeName | Interaction type name |
InteractionID | Interaction ID |
InteractionStartTime | Interaction start time (when the assigned interaction started) |
InteractionEndTime | Interaction end time (when the assigned interaction finished) |
BreakTypeID | Identifier of a break type |
CategoryID | Identifier of a category |
RequestTime | Requested time for a break |
SupervisorDecisionTime | Approved time from a supervisor |
SupervisorID | Identifier of a supervisor (agent Id) |
DecidedToApprove | Flag: decided to approve |
BPAssigned | Identifier of an assigned BP |
Paid | Flag: was paid or not |
ExceededSeconds | Exceeded seconds |