iWD Attributes
The iWD root folder contains numerous attributes that you can use to build intelligent Workload Distribution (iWD)-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.
- 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.
iWD
iWD > Age
iWD > Agent
iWD > Capture
iWD > Classification
iWD > Email
iWD > Queue
iWD > Service Objects
iWD > Time
Folder: iWD
| Attribute name: Category Level 10
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 10th category level.
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Database table: PROCESS.CATEGORY_LEVEL10
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| Attribute name: Category Level 3
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 3rd category level.
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Database table: PROCESS.CATEGORY_LEVEL3
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| Attribute name: Category Level 4
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 4th category level.
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Database table: PROCESS.CATEGORY_LEVEL4
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| Attribute name: Category Level 5
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 5th category level.
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Database table: PROCESS.CATEGORY_LEVEL5
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| Attribute name: Category Level 6
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 6th category level.
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Database table: PROCESS.CATEGORY_LEVEL6
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| Attribute name: Category Level 7
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 7th category level.
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Database table: PROCESS.CATEGORY_LEVEL7
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| Attribute name: Category Level 8
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 8th category level.
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Database table: PROCESS.CATEGORY_LEVEL8
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| Attribute name: Category Level 9
Introduced: 100.0.024.0000
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Folder: iWD
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| Description: Enables data to be organized by the 9th category level.
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Database table: PROCESS.CATEGORY_LEVEL9
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| Attribute name: Custom Dim
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department
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Folder: iWD
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| Description: Enables data to be organized by the department in which the interaction was handled.
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Database table:
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| Attribute name: Department Custom Dim Attribute 1
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department Custom Dim Attribute 2
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department Custom Dim Attribute 3
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department Custom Dim Attribute 4
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department Custom Dim Attribute 5
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Media Type
Introduced: 9.0.016.03
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Folder: iWD
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| Description: Enables data to be organized by media type. It is one of the following values: workitem, email, Unknown.
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Database table: MEDIA_TYPE.[MEDIA_TYPE_NAME]
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| Attribute name: Process
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Folder: iWD
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| Description: Enables data to be organized by the type of process or application.
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Database table: process.process_name
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| Attribute name: Process Custom Dim Attribute 2
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Process Custom Dim Attribute 3
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Process Custom Dim Attribute 4
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Process Custom Dim Attribute 5
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Process Custom Dim Attribute1
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Solution
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Folder: iWD
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| Description: Enables data to be organized by solution.
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Database table: solution.solution_name
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| Attribute name: Tenant
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Folder: iWD
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| Description: Enables data to be organized by tenant.
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Database table: tenant.tenant_name
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| Attribute name: Tenant Custom Dim Attribute 1
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Tenant Custom Dim Attribute 2
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Tenant Custom Dim Attribute 3
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Tenant Custom Dim Attribute 4
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Tenant Custom Dim Attribute 5
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Folder: iWD
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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Folder: iWD > Age
| Attribute name: Age Range
Introduced: 9.0.013
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Folder: iWD > Age
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| Description: Enables data within the reporting interval to be organized by the age of the task, where age is defined in minutes, hours, days, or weeks.
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Database table: AGE.AGE_*
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Form(s): Age Range Minutes, Age Range 15 min, Age Range 1 hour, Age Range 4 hour, Age Range 8 hour, Age Range 1 day, Age Range 1 week
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| Forms in this attribute:
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Form:
Table.Column:
Data type:
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Description:
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Form: Age Range 1 day
Table.Column: AGE.AGE_RANGE_1DAY
Data type:
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Description: Enables data within the reporting interval to be organized by the age of the task, where age has a granularity of 1 day ranges.
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Form: Age Range 1 hour
Table.Column: AGE.AGE_RANGE_1HOUR
Data type:
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Description: Enables data within the reporting interval to be organized by the age of the task, where age has a granularity of 1-hour ranges.
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Form: Age Range 15 min
Table.Column: AGE.AGE_RANGE_15min
Data type:
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Description: Enables data within the reporting interval to be organized by the age of the task, wwhere age has a granularity of 15-minutes ranges.
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Form: Age Range 4 hour
Table.Column: AGE.AGE_RANGE_4HOUR
Data type:
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Description: Enables data within the reporting interval to be organized by the age of the task, where age has a granularity of 4-hours ranges.
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Form: Age Range 8 hour
Table.Column: AGE.AGE_RANGE_8HOUR
Data type:
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Description: Enables data within the reporting interval to be organized by the age of the task, where age has a granularity of 8-hours ranges.
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Form: Age Range Minutes
Table.Column: AGE.AGE_MINUTES
Data type:
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Description: Enables data within the reporting interval to be organized by the age of the task, where age is defined in minutes.
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| Attribute name: Department
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Folder: iWD > Age
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| Description: Enables data to be organized by the department in which the interaction was handled.
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Database table:
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| Attribute name: Process
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Folder: iWD > Age
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| Description: Enables data to be organized by the type of process or application.
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Database table: process.process_name
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| Attribute name: Solution
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Folder: iWD > Age
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| Description: Enables data to be organized by solution.
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Database table: solution.solution_name
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Folder: iWD > Agent
| Attribute name: Custom Dim
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Folder: iWD > Agent
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department
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Folder: iWD > Agent
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| Description: Enables data to be organized by the department in which the interaction was handled.
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Database table:
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| Attribute name: Employee ID
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Folder: iWD > Agent
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| Description: Enables data to be organized based on the employee identifier of the agent who assigned the task or work item, as reported by the source system.
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Database table: AGENT_AGENT_ID
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| Attribute name: Interaction Subtype
Introduced: 9.0.016.03
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Folder: iWD > Agent
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| Description: Enables data to be organized by the interaction subtype. For Inbound interaction type, the following values are typical: InboundNew, InboundCustomerReply. For Outbound interaction type: OutboundNew, OutboundReply, OutboundAcknowledgement, OutboundAutoResponse, OutboundCollaborationInvite, OutboundRedirect.
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Database table: INTERACTION_TYPE.[INTERACTION_TYPE_SUBTYPE]
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| Attribute name: Interaction Type
Introduced: 9.0.016.03
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Folder: iWD > Agent
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| Description: Enables data to be organized by the interaction type. This field is set to one of the following values: Unknown, Inbound, Outbound.
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Database table: INTERACTION_TYPE.[INTERACTION_TYPE_NAME]
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| Attribute name: Process
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Folder: iWD > Agent
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| Description: Enables data to be organized by the type of process or application.
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Database table: process.process_name
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| Attribute name: Queue
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Folder: iWD > Agent
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| Description: Enables data to be organized by the type of queue.
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Database table: queue.queue_name
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| Attribute name: Result Code
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Folder: iWD > Agent
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| Description: Enables data to be organized by the type of result code.
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Database table: RESULT_CODE.RESULT_CODE_NAME
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| Attribute name: Solution
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Folder: iWD > Agent
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| Description: Enables data to be organized by solution.
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Database table: solution.solution_name
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Folder: iWD > Capture
| Attribute name: Business Value Range
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Folder: iWD > Capture
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| Description: This attribute enables data to be organized by the type of business value.
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Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_5_sta
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| Attribute name: Business Value Range 10
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Folder: iWD > Capture
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| Description: This attribute enables data to be organized by the type of business value.
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Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_10
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| Attribute name: Business Value Range 100
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Folder: iWD > Capture
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| Description: This attribute enables data to be organized by the type of business value.
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Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_100
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| Attribute name: Business Value Range 1000
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Folder: iWD > Capture
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| Description: This attribute enables data to be organized by the type of business value.
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Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_1000
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| Attribute name: Business Value Range 5
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Folder: iWD > Capture
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| Description: This attribute enables data to be organized by the type of business value.
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Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_5
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| Attribute name: Business Value Range 50
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Folder: iWD > Capture
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| Description: This attribute enables data to be organized by the type of business value.
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Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_50
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| Attribute name: Business Value Range 500
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Folder: iWD > Capture
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| Description: This attribute enables data to be organized by the type of business value.
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Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_500
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| Attribute name: Capture Point
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Folder: iWD > Capture
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| Description: Enables data to be organized by the type of capture point.
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Database table: CAPTURE_POINT.CAPTURE_POINT_NAME
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| Attribute name: Custom Dim
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Folder: iWD > Capture
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department
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Folder: iWD > Capture
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| Description: Enables data to be organized by the department in which the interaction was handled.
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Database table:
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| Attribute name: Process
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Folder: iWD > Capture
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| Description: Enables data to be organized by the type of process or application.
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Database table: process.process_name
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| Attribute name: Solution
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Folder: iWD > Capture
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| Description: Enables data to be organized by solution.
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Database table: solution.solution_name
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Folder: iWD > Classification
| Attribute name: Category
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of category.
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Database table: category.category_name
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| Attribute name: Custom Dim
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Customer Segment
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of customer segment.
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Database table: customer_segment.customer_segment_name
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| Attribute name: Department
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Folder: iWD > Classification
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| Description: Enables data to be organized by the department in which the interaction was handled.
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Database table:
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| Attribute name: Media Channel
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of media channel.
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Database table: media_channel.media_channel_name
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| Attribute name: Process
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of process or application.
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Database table: process.process_name
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| Attribute name: Product
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of product.
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Database table: product.product_type
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| Attribute name: Product Subtype
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Folder: iWD > Classification
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| Description: Enables data to be organized by the subtype of product.
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Database table: product.product_subtype
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| Attribute name: Solution
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Folder: iWD > Classification
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| Description: Enables data to be organized by solution.
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Database table: solution.solution_name
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| Attribute name: Source Process
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of source process.
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Database table: source_process.source_process_type
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| Attribute name: Source Process Subtype
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Folder: iWD > Classification
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| Description: Enables data to be organized by the subtype of source process.
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Database table: source_process.source_process_subtype
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| Attribute name: Source Tenant
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Folder: iWD > Classification
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| Description: Enables data to be organized by the type of source tenant.
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Database table: source_tenant.source_tenant_name
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Folder: iWD > Email
| Attribute name: QA Review Disposition Code
Introduced: 9.0.019
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Folder: iWD > Email
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| Description: Enables data to be organized by the disposition code type.
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Database table: QA_REVIEW_DISP_CODE.QA_REVIEW_DISP_CODE_NAME
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Form(s): QA Review Disposition Code
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| Forms in this attribute:
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Form:
Table.Column:
Data type:
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Description:
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Folder: iWD > Queue
| Attribute name: Custom Dim
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Folder: iWD > Queue
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| Description: Enables data to be organized by the type of custom dimension.
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Database table:
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| Attribute name: Department
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Folder: iWD > Queue
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| Description: Enables data to be organized by the department in which the interaction was handled.
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Database table:
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| Attribute name: Priority Range
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Folder: iWD > Queue
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| Description: Enables data to be organized by the type of priority.
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Database table: priority.priority_range_*_start
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Form(s): Priority Range 5, Priority Range 10, Priority Range 50, Priority Range 100, Priority Range 500, Priority Range 1000
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| Forms in this attribute:
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Form: Priority Range 10
Table.Column: priority.priority_range_10_start
Data type:
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Description: Enables data to be organized by the type of priority.
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Form: Priority Range 100
Table.Column: priority.priority_range_100_start
Data type:
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Description: Enables data to be organized by the type of priority.
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Form: Priority Range 1000
Table.Column: priority.priority_range_1000_start
Data type:
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Description: Enables data to be organized by the type of priority.
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Form: Priority Range 5
Table.Column: priority.priority_range_5_start
Data type:
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Description: Enables data to be organized by the type of priority.
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Form: Priority Range 50
Table.Column: priority.priority_range_50_start
Data type:
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Description: Enables data to be organized by the type of priority.
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Form: Priority Range 500
Table.Column: priority.priority_range_500_start
Data type:
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Description: Enables data to be organized by the type of priority.
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| >> Back to list
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| Attribute name: Process
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Folder: iWD > Queue
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| Description: Enables data to be organized by the type of process or application.
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Database table: process.process_name
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| Attribute name: Queue
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Folder: iWD > Queue
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| Description: Enables data to be organized by the type of queue.
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Database table: queue.queue_name
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| Attribute name: Solution
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Folder: iWD > Queue
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| Description: Enables data to be organized by solution.
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Database table: solution.solution_name
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Folder: iWD > Service Objects
| Attribute name: Batch ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the batch number, for jobs that are processed in batches.
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Database table: ETL_AUDIT.BATCH_ID
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| Attribute name: Batch Last Event ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by the ID of the last event.
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Database table: ETL_AUDIT.BATCH_LAST_EVENT_ID
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| Attribute name: Capture ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by the ID of the task capture as issued by the originating source system.
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Database table: TASK_FACT.CAPTURE_ID, TASK_WORK_FACT.CAPTURE_ID
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| Attribute name: Component
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by the name of the CX Insights schema.
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Database table: DB_VERSION.COMPONENT
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| Attribute name: Customer ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by customer ID, which is an extended attribute of a task or work item that the source system assigns.
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Database table: CUSTOMER.CUSTOMER_ID
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| Attribute name: Data Source Name
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the database ID.
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Database table: ETL_AUDIT.DATA_SOURCE_NAME
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| Attribute name: Data Source Type
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the type of the primary data source, which is one of CONFIG, TASK, or DATAMART.
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Database table: ETL_AUDIT.DATA_SOURCE_TYPE
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| Attribute name: Employee ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the employee identifier of the agent who assigned the task or work item, as reported by the source system.
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Database table: AGENT.AGENT_ID
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| Attribute name: ETL Audit Key
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the technical key that identified the DataMart job.
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Database table: ETL_AUDIT.ETL_AUDIT_KEY
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| Attribute name: Finish Time
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the date and time when the job finished.
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Database table: ETL_AUDIT.ETL_AUDIT_FINISH_TIME
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| Attribute name: First Extracted Event ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the ID of the first event in the range of IDs that were processed.
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Database table: ETL_AUDIT.FIRST_EXTRACTED_EVENT_ID
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| Attribute name: Interaction ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the task ID, which is a unique identifier within a given Interaction Server database.
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Database table: .interaction_ID
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| Attribute name: Job Type
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the type of job, which is one of INTRADAY or HISTORICAL.
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Database table: .ETL_AUDIT.Z_JOB_TYPE
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| Attribute name: Last Employee ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by ID of the employee identifier who was last assigned the task or work item, as captured by the source system.
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Database table: AGENT.AGENT_ID
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| Attribute name: Last Extracted Event ID
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the ID of the last event in the range of IDs that were processed.
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Database table: ETL_AUDIT.LAST_EXTRACTED_EVENT_ID
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| Attribute name: Last Interval Date Key
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the last date interval that was processed by the aggregate ETL scripts.
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Database table: ETL_AUDIT.LAST_INTERVAL_DATE_KEY
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| Attribute name: Last Interval Time Key
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the last time interval that was processed by the aggregate ETL scripts.
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Database table: ETL_AUDIT.LAST_INTERVAL_TIME_KEY
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| Attribute name: Process Name
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the name of the job that processed the records.
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Database table: ETL_AUDIT.PROCESS_NAME
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| Attribute name: Source Tenant
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by the type of source tenant.
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Database table: SOURCE_TENANT.SOURCE_TENANT_NAME
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| Attribute name: Start Time
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on the date and time at which the job started.
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Database table:
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| Attribute name: Status
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Folder: iWD > Service Objects
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| Description: Enables data to be organized based on job status, which is one of FINISHED, IN PROGRESS, FAILED.
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Database table: ETL_AUDIT.STATUS
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| Attribute name: Subversion
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by the version number of the CX Insights schema.
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Database table: DB_VERSION.VERSION
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| Attribute name: Tenant
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Folder: iWD > Service Objects
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| Description: Enables data within the reporting interval to be organized by tenant. For multi-tenant environments, the GCXI Project connection points to only one Info Mart tenant schema. New connections are required for access to other tenant schemas.
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Database table: TENANT.TENANT_NAME
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| Attribute name: Version
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Folder: iWD > Service Objects
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| Description: Enables data to be organized by the version number of the CX Insights schema.
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Database table: DB_VERSION.LVL
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Folder: iWD > Time
| Attribute name: 15 Minutes
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by 15- or 30-minutes intervals.
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Database table: DATE_TIME_SUBHR.DATE_TIME_KEY, IWD_AGG_TASK_AGENT_SUBHR.DATE_TIME_KEY, IWD_AGG_TASK_CAPT_SUBHR.DATE_TIME_KEY, IWD_AGG_TASK_CLASSIF_SUBHR.DATE_TIME_KEY, IWD_AGG_TASK_QUEUE_SUBHR.DATE_TIME_KEY,
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| Attribute name: Date
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by a particular date.
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Database table: DATE_TIME_*.CAL_DATE
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| Attribute name: Date Range
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Folder: iWD > Time
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| Description: Enables data to be organized by a date range within the reporting interval. This attribute is used for internal computations.
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Database table: RELATIVE_RANGE_NAME.RANGE_NAME
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| Attribute name: Date Time Key DAY
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Folder: iWD > Time
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| Description: Enables data to be based on the primary key of the attribute.
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Database table: DATE_TIME.DATE_TIME_KEY, IWD_DATE_TIME_AGENT_DAY. DATE_TIME_KEY, IWD_DATE_TIME_CAPT_DAY. DATE_TIME_KEY, IWD_DATE_TIME_CLASSIF_DAY. DATE_TIME_KEY, IWD_DATE_TIME_QUEUE_DAY. DATE_TIME_KEY
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| Attribute name: Day
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
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Database table: DATE_TIME.LABEL.YYYY.MM.DD
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| Attribute name: Hour
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by a particular hour within a day. Hour values are presented in YYYY-MM-DD-HH24 format.
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Database table: DATE_TIME.LABEL_YYYY_MM_DD_HH24
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| Attribute name: Month
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by a particular month within a year. Month values are presented in YYYY-MM format.
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Database table: DATE_TIME.LABEL_YYYY_MM
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| >> Back to list
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| Attribute name: Month Year Ago
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Folder: iWD > Time
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| Description: Used in the Interaction Volume Summary Report to enable year-by-year comparisons of data that is aggregated by month. This attribute is specifically for the first year of the comparison. Month values are presented in YYYYMM format.
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Database table: DATE_TIME_YEAR_AGO.LABEL_YYYY_MM
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| Attribute name: Month Year Next
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Folder: iWD > Time
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| Description: Used in the Interaction Volume Summary Report to enable year-by-year comparisons of data that is aggregated by month. This attribute is specifically for the second year of the comparison. Month values are presented in YYYY-MM format.
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Database table: DATE_TIME_YEAR_NEXT.LABEL_YYYY_MM
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| Attribute name: Quarter
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by a particular quarter within a year. Quarter values are presented in YYYY-QQ format.
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Database table: DATE_TIME.LABEL_YYYY_QQ
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| >> Back to list
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| Attribute name: Service Date Time Key
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Folder: iWD > Time
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| Description: Enables data to be organized by a key for a particular date and time from the relevant table.
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Database table: DATE_TIME_*.DATE_TIME_KEY, IWD_AGG_TASK_*_SUBHR.DATE_TIME_KEY, DATE_TIME.DATE_TIME_KEY, IWD_AGG_TASK_*.DATE_TIME_KEY
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| Attribute name: Start Date Time Key
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Folder: iWD > Time
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| Description: Enables data to be organized by a key for a particular date and time from the relevant table.
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Database table: IWD_AGG_TASK_*_SUBHR.DATE_TIME_KEY, DATE_TIME_*.DATE_TIME_KEY,
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| Attribute name: Week
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by a particular week within a year. Week values are presented in YYYY-WE format.
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Database table: DATE_TIME.LABEL_YYYY_WE
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| Attribute name: Year
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Folder: iWD > Time
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| Description: Enables data within the reporting interval to be organized by year, in four-digit format (YYYY).
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Database table: DATE_TIME.LABEL_YYYY
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| >> Back to list
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