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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_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.

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

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

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.

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

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.


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

 

 

 

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This page was last modified on 29 August 2016, at 14:58.