Jump to: navigation, search

TASK_AGENT_FACT Aggregate

The task agent aggregate provides measures which are grouped by task process, the queue from which tasks were distributed, the result code, and the agent who was assigned the task over the different time intervals. Data is aggregated from the I_TASK_WORK_FACT table. This table’s values reflect an aggregate of the number of times that an agent has worked on tasks which could differ from the number of tasks that were actually completed (for those tasks that were not assigned to agents).

The following subject area diagram shows the dimensions that support the task agent aggregate tables and views.

The TASK_AGENT_FACT Star Schema

The following shows the structure of the TASK_AGENT_FACT aggregate tables.

The TASK_AGENT_FACT Aggregate Tables
Attribute Data Type PK Description
INTERVAL_DATE_KEY int X Key to the EVENT_DATE dimension
INTERVAL_TIME_KEY int X Key to the EVENT_TIME dimension, indicating the start time of the time interval. This field is present only for sub-day aggregation levels—for example, 15 minutes, 30 minutes, and hourly.
AGENT_KEY int X Key to AGENT dimension dimension, identifying the agent who is associated with this record.
PROCESS_KEY int X Key to the PROCESS dimension, identifying the process that is associated with this record.
QUEUE_KEY int X Key to the QUEUE dimension, identifying the queue that is associated with this record.
CUSTOM_DIM_KEY int X Key to the CUSTOM_DIM dimension, identifying the distinct combination of custom attributes associated with this record.
RESULT_CODE_KEY int X Key to the RESULT_CODE dimension.
INTERVAL_KEY int Technical field that is derived from the INTERVAL_DATE_KEY and INTERVAL_TIME_KEY fields for ETL internal use.

[(IDateKey x 1440) + ITimeKey]/15

This field is present only for sub-day aggregation levels.

TASK_WORK_COUNT int Number of tasks that the agent has handled during the given time interval.
AVG_WORK_TIME int Average amount of time, in seconds, that the agent spent working on a task (finished – assigned).
MIN_WORK_TIME int Least amount of time, in seconds, that the agent spent working on a task.
MAX_WORK_TIME int Most amount of time, in seconds, that the agent spent working on a task.
WORK_TIME int Total time, in seconds, that the agent spent working on a task (finished – assigned).
DATE_TIME_KEY int Key to the DATE_TIME dimension.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 19 December 2017, at 03:26.