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In the Column List:

  • P = Primary key
  • M = Mandatory field
  • F = Foreign key (where the term is used loosely to indicate a surrogate key reference to a field in another table, not a formal constraint)
  • DV = Default value

Table CALLBACK_DIM_2

Description

Introduced: 8.1.402. Supported for on-premises deployments starting with release 8.5.005.

In partitioned databases, this table is not partitioned.


This dimension table allows callback facts to be described based on attributes of the final callback attempt.

Column List

Legend

Column Data Type P M F DV

ID

NUMBER(10) X X

CREATE_AUDIT_KEY

NUMBER(19) X X

DIAL_DIALOG_RESULT

VARCHAR2(255 CHAR) X UNKNOWN

CALL_DIRECTION

VARCHAR2(255 CHAR) X UNKNOWN

FINAL_DIAL_RESULT

VARCHAR2(255 CHAR) X UNKNOWN

OFFER_TIMING

VARCHAR2(255 CHAR) X UNKNOWN

ID

The primary key of this table. This ID is referenced from other tables as CALLBACK_DIM_2_KEY.

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.

DIAL_DIALOG_RESULT

Based on KVP: _CB_DIM_DIAL_DIALOG_RESULT

The result of the final dialog for the callback. This field is set to one of the following values:

  • RIGHT_PERSON
  • RESCHEDULED
  • CANCELLED
  • TRANSFERRED_TO_RP
  • UNKNOWN

CALL_DIRECTION

Based on KVP: _CB_DIM_CALL_DIRECTION

The direction of the final callback interaction. This field is set to one of the following values:

  • CUSTOMER_TERMINATED - Scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
  • UNKNOWN

FINAL_DIAL_RESULT

Based on KVP: _CB_DIM_FINAL_DIAL_RESULT

The result of the final callback dialing attempt. This field is set to one of the following values:

  • CREATE_CALL_ERROR
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • CANCEL
  • CONNECTED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED
  • UNKNOWN

Notes:

  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback product to identify this result.
  • For PUSH_DELIVERY_CONFIRMED, the PUSH_DELIVERY_CONFIRMED_TS field in the CALLBACK_FACT table provides the timestamp when the application confirmed that the push was delivered.

OFFER_TIMING

Based on KVP: _CB_DIM_OFFER_TIMING

Specifies whether the callback offer was made during operational (business) or non-operational hours. This field is set to one of the following values:

  • ON-HOURS
  • OFF-HOURS
  • UNKNOWN


Index List

CODE U C Description

I_CALLBACK_DIM_2

X Ensures that the combinations of values that are stored in the dimension table are unique.

Index I_CALLBACK_DIM_2

Field Sort Comment
DIAL_DIALOG_RESULT Ascending
CALL_DIRECTION Ascending
FINAL_DIAL_RESULT Ascending
OFFER_TIMING Ascending

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This page was last modified on 29 August 2016, at 14:57.