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TASK_WORK_FACT Tables

A task work fact describes a task from the perspective of enterprise resources. Each time a task is assigned to an agent, iWD records a new task work fact. In the Data Mart, you can access a task work fact through the following objects:

  • I_TASK_WORK_FACT—Intraday data table
  • H_TASK_WORK_FACT—Historical data table
  • TASK_WORK_FACT—Blended view of historical and intraday data

The dimensions that support the iWD task work fact tables and views are shown in the TASK_WORK_FACT star schema below. The fields, data types, and descriptions of each column of the TASK_WORK_FACT intraday and historical tables follow.

TASK_WORK_FACT Star Schema
The I_/H_TASK_WORK_FACT Tables
Field Data Type Description
ID bigint Primary key of this table.
ASSIGN_TASK_EVENT_ID bigint ID, taken from the Interaction Server event log, that corresponds to the event at which the task was assigned to agent.
SOLUTION_KEY int Key to the SOLUTION dimension. A solution is assigned as soon as a task is created in the Interaction Server database. A tenant can have more than one solution instance.
INTERACTION_ID nvarchar(64) Interaction ID. This field is unique within a single Interaction Server database.
FINISH_TASK_EVENT_ID bigint ID, taken from the Interaction Server event log, that corresponds to the event at which an agent finished working on the task.
IS_ABANDON int Indicates whether a task was abandoned:
  • 0 indicates that the task was not abandoned (status finished).
  • 1 indicates that the task was abandoned.
CAPTURE_ID nvarchar(64) Capture ID for the task, assigned by the source system. This field is a core task attribute.
TENANT_KEY int Key to the TENANT dimension, describing the parent iWD tenant of the task.
DEPARTMENT_KEY int Key to the DEPARTMENT dimension, describing the parent iWD department of the task.
PROCESS_KEY int Key to the PROCESS dimension, describing the parent iWD process of the task.
CAPTURE_POINT_KEY int Key to the CAPTURE_POINT dimension, describing the parent iWD capture point of the task—for example, capture point name = XML File Capture).
QUEUE_KEY int Key to the QUEUE dimension.
ASSIGN_DATE_KEY int Key to the EVENT_DATE dimension indicating when the task was assigned to the agent.
ASSIGN_TIME_KEY int Key to the EVENT_TIME dimension indicating when the task was assigned to the agent.
FINISH_DATE_KEY int Key to the EVENT_DATE dimension indicating when the task was assigned to the agent.
FINISH_TIME_KEY int Key to the EVENT_TIME dimension indicating when the task was assigned to the agent.
MEDIA_CHANNEL_KEY int Key to the MEDIA_CHANNEL dimension, describing the channel through which the task was received—for example, fax. This value can be set in iWD rules or by the system that is submitting the task.
CATEGORY_KEY int Key to the CATEGORY dimension, describing the category that is associated with the task.
BUSINESS_VALUE_KEY int Key to the BUSINESS_VALUE dimension.
PRIORITY_KEY int Key to the PRIORITY dimension.
ASSIGNED_AGENT_KEY int Key to the AGENT dimension, storing the agent ID for the agent who received the task. This key can be used to retrieve additional agent information from Genesys Info Mart, such as Agent Skill, or other employee data from EDW.
RESULT_CODE_KEY int Key to the RESULT_CODE dimension.
CUSTOMER_KEY int Key to the CUSTOMER dimension, storing the unique value that identifies the customer. This key can be used to retrieve additional details about the customer from other enterprise data repositories.
CUSTOMER_SEGMENT_KEY int Key to the CUSTOMER_SEGMENT dimension, describing the segment for the customer—for example, gold, silver, or bronze.
PRODUCT_KEY int Key to the PRODUCT dimension, describing the product type (Internet) and subtype (DSL) that are associated with the task.
SOURCE_TENANT_KEY int Key to the SOURCE_TENANT dimension, describing the source tenant (where the source system is part of a multi-tenant environment).
SOURCE_PROCESS_KEY int Key to the SOURCE_PROCESS dimension, describing the source process—for example, Order.
CUSTOM_DIM_KEY int Key to the CUSTOM_DIM dimension containing five additional attributes (beyond those that are listed below) that can be used to dimension a task.
CUSTOM_ATTRIBUTE1 nvarchar(255) Custom attribute that describes a task.

A total of 10 custom attributes can be mapped to the task, with an additional 5 attributes in the CUSTOM_DIM dimension.

CUSTOM_ATTRIBUTE2
CUSTOM_ATTRIBUTE3
CUSTOM_ATTRIBUTE4
CUSTOM_ATTRIBUTE5
CUSTOM_ATTRIBUTE6
CUSTOM_ATTRIBUTE7
CUSTOM_ATTRIBUTE8
CUSTOM_ATTRIBUTE9
CUSTOM_ATTRIBUTE10
WORK_TIME_SEC int Calculated value, in seconds, where the work time is the time from agent complete to agent assigned.
FINISH_INTERVAL int Time interval that is derived from the FINISH_DATE_KEY and FINISH_TIME_KEY fields. Used for ETL scripts.
CREATED_ETL_AUDIT_KEY int Key to the ETL_AUDIT dimension, identifying the ETL job that created this task work fact.
UPDATED_ETL_AUDIT_KEY int Key to the ETL_AUDIT dimension, identifying the ETL job that last updated this task work fact.
START_DATE_TIME_KEY int Key to the DATE_TIME dimension, identifying the 15-minute interval during which this record was created.

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This page was last modified on January 23, 2018, at 21:57.