Queue Attributes

The Queue folder contains numerous attributes that you can use to build queue-related reports.

Note the following:

When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.

Important

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Attributes are available in this folder and are described on this page.

Queue

Queue > Q Consults

There are no attributes in this folder

Queue > Q Customer

There are no attributes in this folder

Queue > Q Customer & Consults

There are no attributes in this folder

Queue > Q Customer & Consults > Abandoned Waiting ST1

There are no attributes in this folder

Queue > Q Customer & Consults > Accepted Agent ST1

There are no attributes in this folder

Queue > Queue Predictive Routing

Queue > Queue User Data Example

Folder: Queue

Attribute name: Business Result	Folder: Queue
Description: Enables data to be organized based on the configured business result. Displayed as Source Business Result in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.BUSINESS_RESULT
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Attribute name: Customer Segment	Folder: Queue
Description: Enables data to be organized based on the configured customer segment. Displays as Source Customer Segment in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT
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Attribute name: Interaction Subtype	Folder: Queue
Description: This Attribute enables data to be organized by the interaction’s subtype; for example, InboundNew or Outbound Notification.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE_SUBTYPE
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Attribute name: Interaction Type	Folder: Queue
Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE
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Attribute name: Media Type	Folder: Queue
Description: Enables data to be organized by the media type of the interaction; for example, Voice, Email, and Chat.
Database table: MEDIA_TYPE.MEDIA_NAME, MEDIA_TYPE.MEDIA_TYPE_KEY, MEDIA_TYPE. MEDIA_NAME, MEDIA_TYPE, MEDIA_NAME_CODE	Form(s): Media Type, Media Name Code
Forms in this attribute:
Form: Media Name Code Table.Column: Data type: Text	Description: Enables data to be organized by the Media Name Code associated with the interaction. One of NONE, VOICE, EMAIL, CHAT.
Form: Media Type Table.Column: Data type: Text	Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT.
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Attribute name: Queue	Folder: Queue
Description: Enables data within the reporting interval to be organized by the name of the ACD queue, virtual queue, interaction queue, or workbin.
Database table: RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE='QUEUE')	Form(s): Queue Type
Forms in this attribute:
Form: Queue Type Table.Column: Queue Type Data type: RESOURCE_Q.RESOURCE_TYPE	Description: Enables data within the reporting interval to be organized by the type of queue, such as ACDQueue, VirtualQueue, InteractionQueue, or InteractionWorkBin.
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Attribute name: Queue Group	Folder: Queue
Description: Enables reporting data within the reporting interval to be organized by the name of the queue group. A queue can belong to more than one queue group.
Database table: GROUP_Q.GROUP_NAME (WHERE GROUP_TYPE_CODE in ('QUEUE', ‘UNKNOWN’,’NO VALUE’))
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Attribute name: Queue Group Combination Key	Folder: Queue
Description: Enables data to be organized by the queue-group related primary key of the RESOURCE_GROUP_COMBINATION dimension. This dimension is reserved for internal computations.
Database table: RESOURCE_GROUP_COMBINATION_Q.GROUP_COMBINATION_KEY
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Attribute name: Queue Group Key	Folder: Queue
Description: Reserved for internal use.
Database table:
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Attribute name: Queue Key	Folder: Queue
Description: Reserved for internal use.
Database table:
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Attribute name: Service Subtype	Folder: Queue
Description: Enables data to be organized by the detailed type of service that the customer requested. Displays as Source Service Subtype in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE
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Attribute name: Service Type	Folder: Queue
Description: Enables data to be organized by the type of service that was assigned to the interaction. Displays as Source Service Type in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE
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Attribute name: Workbin Owner	Folder: Queue
Description: Enables data within the reporting interval to be organized by Workbin Owner.
Database table: WORKBIN.WORKBIN_OWNER_NAME
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Attribute name: Workbin Type	Folder: Queue
Description: Enables data within the reporting interval to be organized by Workbin Type.
Database table: WORKBIN.WORKBIN_TYPE_CODE	Form(s): Workbin Name
Forms in this attribute:
Form: Workbin Name Table.Column: WORKBIN.WORKBIN_RESOURCE_NAME Data type: Character	Description: Enables data within the reporting interval to be organized by Workbin Name.
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