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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 > Queue

iWD > Service Objects

iWD > Time


Folder: iWD

Attribute name: Custom Dim
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department
Folder: iWD
Description: Enables data to be organized by the department in which the interaction was handled.
Database table:
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Attribute name: Department Custom Dim Attribute 1
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department Custom Dim Attribute 2
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department Custom Dim Attribute 3
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department Custom Dim Attribute 4
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department Custom Dim Attribute 5
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Process
Folder: iWD
Description: Enables data to be organized by the type of process or application.
Database table: process.process_name
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Attribute name: Process Custom Dim Attribute 2
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Process Custom Dim Attribute 3
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Process Custom Dim Attribute 4
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Process Custom Dim Attribute 5
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Process Custom Dim Attribute1
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Solution
Folder: iWD
Description: Enables data to be organized by solution.
Database table: solution.solution_name
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Attribute name: Tenant
Folder: iWD
Description: Enables data to be organized by tenant.
Database table: tenant.tenant_name
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Attribute name: Tenant Custom Dim Attribute 1
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Tenant Custom Dim Attribute 2
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Tenant Custom Dim Attribute 3
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Tenant Custom Dim Attribute 4
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Tenant Custom Dim Attribute 5
Folder: iWD
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Folder: iWD > Age

Attribute name: Age Range


Introduced: 9.0.013

Folder: iWD > Age
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.
Database table: AGE.AGE_*
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
Forms in this attribute:
Form:

Table.Column:
Data type:

Description:
Form: Age Range 1 day

Table.Column: AGE.AGE_RANGE_1DAY
Data type:

Description: Enables data within the reporting interval to be organized by the age of the task, where age is defined in by day.
Form: Age Range 1 hour

Table.Column: AGE.AGE_RANGE_1HOUR
Data type:

Description: Enables data within the reporting interval to be organized by the age of the task, where age is defined in by 1-hour ranges.
Form: Age Range 15 min

Table.Column: AGE.AGE_RANGE_15min
Data type:

Description: Enables data within the reporting interval to be organized by the age of the task, where age is defined in by 15-minute ranges.
Form: Age Range 4 hour

Table.Column: AGE.AGE_RANGE_4HOUR
Data type:

Description: Enables data within the reporting interval to be organized by the age of the task, where age is defined in by 4-hour ranges.
Form: Age Range 8 hour

Table.Column: AGE.AGE_RANGE_8HOUR
Data type:

Description: Enables data within the reporting interval to be organized by the age of the task, where age is defined in by 8-hour ranges.
Form: Age Range Minutes

Table.Column: AGE.AGE_MINUTES
Data type:

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
Folder: iWD > Age
Description: Enables data to be organized by the department in which the interaction was handled.
Database table:
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Attribute name: Process
Folder: iWD > Age
Description: Enables data to be organized by the type of process or application.
Database table: process.process_name
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Attribute name: Solution
Folder: iWD > Age
Description: Enables data to be organized by solution.
Database table: solution.solution_name
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Folder: iWD > Agent

Attribute name: Custom Dim
Folder: iWD > Agent
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department
Folder: iWD > Agent
Description: Enables data to be organized by the department in which the interaction was handled.
Database table:
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Attribute name: Process
Folder: iWD > Agent
Description: Enables data to be organized by the type of process or application.
Database table: process.process_name
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Attribute name: Queue
Folder: iWD > Agent
Description: Enables data to be organized by the type of queue.
Database table: queue.queue_name
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Attribute name: Resource ID
Folder: iWD > Agent
Description: Enables data to be organized by the type of resource identifier.
Database table: AGENT_AGENT_ID
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Attribute name: Result Code
Folder: iWD > Agent
Description: Enables data to be organized by the type of result code.
Database table: RESULT_CODE.RESULT_CODE_NAME
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Attribute name: Solution
Folder: iWD > Agent
Description: Enables data to be organized by solution.
Database table: solution.solution_name
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Folder: iWD > Capture

Attribute name: Business Value Range
Folder: iWD > Capture
Description: This attribute enables data to be organized by the type of business value.
Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_5_sta
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Attribute name: Business Value Range 10
Folder: iWD > Capture
Description: This attribute enables data to be organized by the type of business value.
Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_10
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Attribute name: Business Value Range 100
Folder: iWD > Capture
Description: This attribute enables data to be organized by the type of business value.
Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_100
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Attribute name: Business Value Range 1000
Folder: iWD > Capture
Description: This attribute enables data to be organized by the type of business value.
Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_1000
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Attribute name: Business Value Range 5
Folder: iWD > Capture
Description: This attribute enables data to be organized by the type of business value.
Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_5
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Attribute name: Business Value Range 50
Folder: iWD > Capture
Description: This attribute enables data to be organized by the type of business value.
Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_50
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Attribute name: Business Value Range 500
Folder: iWD > Capture
Description: This attribute enables data to be organized by the type of business value.
Database table: BUSINESS_VALUE.BUSINESS_VALUE_RANGE_500
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Attribute name: Capture Point
Folder: iWD > Capture
Description: Enables data to be organized by the type of capture point.
Database table: CAPTURE_POINT.CAPTURE_POINT_NAME
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Attribute name: Custom Dim
Folder: iWD > Capture
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department
Folder: iWD > Capture
Description: Enables data to be organized by the department in which the interaction was handled.
Database table:
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Attribute name: Process
Folder: iWD > Capture
Description: Enables data to be organized by the type of process or application.
Database table: process.process_name
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Attribute name: Solution
Folder: iWD > Capture
Description: Enables data to be organized by solution.
Database table: solution.solution_name
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Folder: iWD > Classification

Attribute name: Category
Folder: iWD > Classification
Description: Enables data to be organized by the type of category.
Database table: category.category_name
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Attribute name: Custom Dim
Folder: iWD > Classification
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Customer Segment
Folder: iWD > Classification
Description: Enables data to be organized by the type of customer segment.
Database table: customer_segment.customer_segment_name
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Attribute name: Department
Folder: iWD > Classification
Description: Enables data to be organized by the department in which the interaction was handled.
Database table:
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Attribute name: Media Channel
Folder: iWD > Classification
Description: Enables data to be organized by the type of media channel.
Database table: media_channel.media_channel_name
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Attribute name: Process
Folder: iWD > Classification
Description: Enables data to be organized by the type of process or application.
Database table: process.process_name
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Attribute name: Product
Folder: iWD > Classification
Description: Enables data to be organized by the type of product.
Database table: product.product_type
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Attribute name: Product Subtype
Folder: iWD > Classification
Description: Enables data to be organized by the subtype of product.
Database table: product.product_subtype
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Attribute name: Solution
Folder: iWD > Classification
Description: Enables data to be organized by solution.
Database table: solution.solution_name
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Attribute name: Source Process
Folder: iWD > Classification
Description: Enables data to be organized by the type of source process.
Database table: source_process.source_process_type
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Attribute name: Source Process Subtype
Folder: iWD > Classification
Description: Enables data to be organized by the subtype of source process.
Database table: source_process.source_process_subtype
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Attribute name: Source Tenant
Folder: iWD > Classification
Description: Enables data to be organized by the type of source tenant.
Database table: source_tenant.source_tenant_name
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Folder: iWD > Queue

Attribute name: Custom Dim
Folder: iWD > Queue
Description: Enables data to be organized by the type of custom dimension.
Database table:
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Attribute name: Department
Folder: iWD > Queue
Description: Enables data to be organized by the department in which the interaction was handled.
Database table:
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Attribute name: Priority Range
Folder: iWD > Queue
Description: Enables data to be organized by the type of priority.
Database table: priority.priority_range_*_start
Form(s): Priority Range 5, Priority Range 10, Priority Range 50, Priority Range 100, Priority Range 500, Priority Range 1000
Forms in this attribute:
Form: Priority Range 10

Table.Column: priority.priority_range_10_start
Data type:

Description: Enables data to be organized by the type of priority.
Form: Priority Range 100

Table.Column: priority.priority_range_100_start
Data type:

Description: Enables data to be organized by the type of priority.
Form: Priority Range 1000

Table.Column: priority.priority_range_1000_start
Data type:

Description: Enables data to be organized by the type of priority.
Form: Priority Range 5

Table.Column: priority.priority_range_5_start
Data type:

Description: Enables data to be organized by the type of priority.
Form: Priority Range 50

Table.Column: priority.priority_range_50_start
Data type:

Description: Enables data to be organized by the type of priority.
Form: Priority Range 500

Table.Column: priority.priority_range_500_start
Data type:

Description: Enables data to be organized by the type of priority.
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Attribute name: Process
Folder: iWD > Queue
Description: Enables data to be organized by the type of process or application.
Database table: process.process_name
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Attribute name: Queue
Folder: iWD > Queue
Description: Enables data to be organized by the type of queue.
Database table: queue.queue_name
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Attribute name: Solution
Folder: iWD > Queue
Description: Enables data to be organized by solution.
Database table: solution.solution_name
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Folder: iWD > Service Objects

Attribute name: Batch ID
Folder: iWD > Service Objects
Description: Enables data to be organized based on the batch number, for jobs that are processed in batches.
Database table: ETL_AUDIT.BATCH_ID
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Attribute name: Batch Last Event ID
Folder: iWD > Service Objects
Description: Enables data to be organized by the ID of the last event.
Database table: ETL_AUDIT.BATCH_LAST_EVENT_ID
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Attribute name: Capture ID
Folder: iWD > Service Objects
Description: Enables data to be organized by the ID of the task capture as issued by the originating source system.
Database table: TASK_FACT.CAPTURE_ID, TASK_WORK_FACT.CAPTURE_ID
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Attribute name: Component
Folder: iWD > Service Objects
Description: Enables data to be organized by the name of the CX Insights schema.
Database table: DB_VERSION.COMPONENT
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Attribute name: Customer ID
Folder: iWD > Service Objects
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.
Database table: CUSTOMER.CUSTOMER_ID
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Attribute name: Data Source Name
Folder: iWD > Service Objects
Description: Enables data to be organized based on the database ID.
Database table: ETL_AUDIT.DATA_SOURCE_NAME
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Attribute name: Data Source Type
Folder: iWD > Service Objects
Description: Enables data to be organized based on the type of the primary data source, which is one of CONFIG, TASK, or DATAMART.
Database table: ETL_AUDIT.DATA_SOURCE_TYPE
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Attribute name: ETL Audit Key
Folder: iWD > Service Objects
Description: Enables data to be organized based on the technical key that identified the DataMart job.
Database table: ETL_AUDIT.ETL_AUDIT_KEY
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Attribute name: Finish Time
Folder: iWD > Service Objects
Description: Enables data to be organized based on the date and time when the job finished.
Database table: ETL_AUDIT.ETL_AUDIT_FINISH_TIME
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Attribute name: First Extracted Event ID
Folder: iWD > Service Objects
Description: Enables data to be organized based on the ID of the first event in the range of IDs that were processed.
Database table: ETL_AUDIT.FIRST_EXTRACTED_EVENT_ID
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Attribute name: Interaction ID
Folder: iWD > Service Objects
Description: Enables data to be organized based on the task ID, which is a unique identifier within a given Interaction Server database.
Database table: .interaction_ID
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Attribute name: Job Type
Folder: iWD > Service Objects
Description: Enables data to be organized based on the type of job, which is one of INTRADAY or HISTORICAL.
Database table: .ETL_AUDIT.Z_JOB_TYPE
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Attribute name: Last Extracted Event ID
Folder: iWD > Service Objects
Description: Enables data to be organized based on the ID of the last event in the range of IDs that were processed.
Database table: ETL_AUDIT.LAST_EXTRACTED_EVENT_ID
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Attribute name: Last Interval Date Key
Folder: iWD > Service Objects
Description: Enables data to be organized based on the last date interval that was processed by the aggregate ETL scripts.
Database table: ETL_AUDIT.LAST_INTERVAL_DATE_KEY
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Attribute name: Last Interval Time Key
Folder: iWD > Service Objects
Description: Enables data to be organized based on the last time interval that was processed by the aggregate ETL scripts.
Database table: ETL_AUDIT.LAST_INTERVAL_TIME_KEY
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Attribute name: Last Resource ID
Folder: iWD > Service Objects
Description: Enables data to be organized by ID of the agent who was last assigned the task or work item, as captured by the source system.
Database table: AGENT.AGENT_ID
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Attribute name: Process Name
Folder: iWD > Service Objects
Description: Enables data to be organized based on the name of the job that processed the records.
Database table: ETL_AUDIT.PROCESS_NAME
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Attribute name: Resource ID
Folder: iWD > Service Objects
Description: Enables data to be organized based on ID of the agent who assigned the task or work item, as reported by the source system.
Database table: AGENT.AGENT_ID
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Attribute name: Source Tenant
Folder: iWD > Service Objects
Description: Enables data to be organized by the type of source tenant.
Database table: SOURCE_TENANT.SOURCE_TENANT_NAME
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Attribute name: Start Time
Folder: iWD > Service Objects
Description: Enables data to be organized based on the date and time at which the job started.
Database table:
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Attribute name: Status
Folder: iWD > Service Objects
Description: Enables data to be organized based on job status, which is one of FINISHED, IN PROGRESS, FAILED.
Database table: ETL_AUDIT.STATUS
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Attribute name: Subversion
Folder: iWD > Service Objects
Description: Enables data to be organized by the version number of the CX Insights schema.
Database table: DB_VERSION.VERSION
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Attribute name: Tenant
Folder: iWD > Service Objects
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.
Database table: TENANT.TENANT_NAME
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Attribute name: Version
Folder: iWD > Service Objects
Description: Enables data to be organized by the version number of the CX Insights schema.
Database table: DB_VERSION.LVL
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Folder: iWD > Time

Attribute name: 15 Minutes
Folder: iWD > Time
Description: Enables data within the reporting interval to be organized by 15- or 30-minutes intervals.
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
Folder: iWD > Time
Description: Enables data within the reporting interval to be organized by a particular date.
Database table: DATE_TIME_*.CAL_DATE
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Attribute name: Date Range
Folder: iWD > Time
Description: Enables data to be organized by a date range within the reporting interval. This attribute is used for internal computations.
Database table: RELATIVE_RANGE_NAME.RANGE_NAME
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Attribute name: Date Time Key DAY
Folder: iWD > Time
Description: Enables data to be based on the primary key of the attribute.
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
Folder: iWD > Time
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.
Database table: DATE_TIME.LABEL.YYYY.MM.DD
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Attribute name: Hour
Folder: iWD > Time
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.
Database table: DATE_TIME.LABEL_YYYY_MM_DD_HH24
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Attribute name: Month
Folder: iWD > Time
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.
Database table: DATE_TIME.LABEL_YYYY_MM
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Attribute name: Month Year Ago
Folder: iWD > Time
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.
Database table: DATE_TIME_YEAR_AGO.LABEL_YYYY_MM
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Attribute name: Month Year Next
Folder: iWD > Time
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.
Database table: DATE_TIME_YEAR_NEXT.LABEL_YYYY_MM
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Attribute name: Quarter
Folder: iWD > Time
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.
Database table: DATE_TIME.LABEL_YYYY_QQ
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Attribute name: Service Date Time Key
Folder: iWD > Time
Description: Enables data to be organized by a key for a particular date and time from the relevant table.
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
Folder: iWD > Time
Description: Enables data to be organized by a key for a particular date and time from the relevant table.
Database table: IWD_AGG_TASK_*_SUBHR.DATE_TIME_KEY, DATE_TIME_*.DATE_TIME_KEY,
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Attribute name: Week
Folder: iWD > Time
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.
Database table: DATE_TIME.LABEL_YYYY_WE
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Attribute name: Year
Folder: iWD > Time
Description: Enables data within the reporting interval to be organized by year, in four-digit format (YYYY).
Database table: DATE_TIME.LABEL_YYYY
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This page was last edited on June 10, 2020, at 18:16.

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