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
This table allows interaction facts to be described by deployment-specific business attributes that characterize the interaction, such as service type, service subtype, customer segment, and business result. Because the business attribute values may change over the lifetime of an interaction, each interaction resource fact has an interaction descriptor that snapshots the current value of the attributes.
Each row in this table describes a distinct combination of business attributes that characterize the interaction. A new row is issued for each distinct combination of business attributes. The values are populated from the user data (attached data or UserEvent-based KVP data) according to a propagation rule, configurable for each column.
The primary key of this table and the surrogate key that is used to join this dimension table to the fact tables.
The surrogate key that is used to join the TENANT dimension to the fact tables, to indicate the tenant of the IRF resource. The value of this field is identical to the value in the corresponding INTERACTION_RESOURCE_FACT record. This value can be used to restrict data access.
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.
The value of a customer, relative to a business line. For example, customers can be categorized according to maximum spending limit, such as platinum, gold, and silver; similarly, for service-related transactions, they could be categorized according to the service package that they have bought. The default value, DEFAULT_CUSTOMER_SEGMENT, is the same as the default value populated for the CUSTOMER_SEGMENT KVP in the CTL_UD_TO_UDE_MAPPING table.
The service that is being requested by the customer. It can be used to categorize interactions according to their product or service offering. The default value, DEFAULT_SERVICE_TYPE, is the same as the default value populated for the SERVICE_TYPE KVP in the CTL_UD_TO_UDE_MAPPING table.
The detailed type of service that is being requested by the customer. It can be used to categorize interactions according to particular product or service requests. The default value, DEFAULT_SERVICE_SUBTYPE, is the same as the default value populated for the SERVICE_SUBTYPE KVP in the CTL_UD_TO_UDE_MAPPING table.
The result of the interaction, from a business perspective; for example, the interaction resulted in a sale or in a new customer account being opened. The default value, DEFAULT_BUSINESS_RESULT, is the same as the default value populated for the BUSINESS_RESULT KVP in the CTL_UD_TO_UDE_MAPPING table.
This field is reserved.
|X||Ensures that the combinations of values that are stored in the dimension table for each tenant are unique.|
- Interaction - Represents interactions from the perspective of a customer experience.
- Interaction_Resource - Represents a summary of each attempt to handle an interaction. It encompasses the mediation process that is required to offer the interaction to a target handling resource, as well as the activities of that target handling resource.