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 dimension table allows callback facts to be described based on characteristics of the callback offer and attempts.
The primary key of this table. This ID is referenced from other tables as CALLBACK_DIM_1_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.
Based on KVP: _CB_DIM_CHANNEL
The interaction channel from which the callback originated. This field is set to one of the following values:
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:
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.
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:
|X||Ensures that the combinations of values that are stored in the dimension table are unique.|