Table CALLBACK_DIM_1

Description

Introduced: 8.1.402. Supported for on-premises deployments starting with release 8.5.005.
Modified: 8.5.010 (in Microsoft SQL Server, data types for the following columns modified in multi-language databases: CHANNEL, CALLBACK_OFFER_TYPE, CALLBACK_TYPE, CONNECT_ORDER)

In partitioned databases, this table is not partitioned.

This dimension table allows callback facts to be described based on characteristics of the callback offer and attempts.

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Column List

Legend

Column	Data Type	P	M	F	DV
ID	integer	X	X
CHANNEL	varchar(255)		X		UNKNOWN
CALLBACK_OFFER_TYPE	varchar(255)		X		UNKNOWN
CALLBACK_TYPE	varchar(255)		X		UNKNOWN
CONNECT_ORDER	varchar(255)		X		UNKNOWN
CREATE_AUDIT_KEY	numeric(19)		X	X

ID

The primary key of this table. This ID is referenced from other tables as CALLBACK_DIM_1_KEY.

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CHANNEL

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_CHANNEL

The interaction channel from which the callback originated. This field is set to one of the following values:

• IVR
• WEB
• MOBILE
• UNKNOWN

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CALLBACK_OFFER_TYPE

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_CALLBACK_OFFER_TYPE

The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. This field is set to one of the following values:

• SCHEDULED
• WAIT_FOR_AGENT
• COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
• IMMEDIATE
• UNKNOWN

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CALLBACK_TYPE

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_TYPE

The type of callback the customer requested. This field is set to one of the following values:

• IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
• WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
• SCHEDULED - The time for the callback interaction is negotiated with the customer.
• UNKNOWN - The type is unknown. This value is also used when the callback offer was declined.

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CONNECT_ORDER

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_CONNECT_ORDER

The order in which the final callback interaction was connected. This field is set to one of the following values:

• CUSTOMER_FIRST
• AGENT_FIRST_PREVIEW
• AGENT_FIRST_NO_PREVIEW
• UNKNOWN

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CREATE_AUDIT_KEY

The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data creation. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools--that is, applications that need to identify newly added data.

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Index List

CODE	U	C	Description
I_CALLBACK_DIM_1	X		Ensures that the combinations of values that are stored in the dimension table are unique.

Index I_CALLBACK_DIM_1

Field	Sort	Comment
CHANNEL	Ascending
CALLBACK_OFFER_TYPE	Ascending
CALLBACK_TYPE	Ascending
CONNECT_ORDER	Ascending

Subject Areas

No subject area information available.