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 following shows the structure of the TASK_AGENT_FACT aggregate tables.
|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.|
|INTERACTION_TYPE_KEY||int||Key to the INTERACTION_TYPE dimension, identifying an interaction type and subtype.|
|MEDIA_TYPE_KEY||int||Key to the MEDIA_TYPE dimension, identifying a media type, such as work item, or email.|
|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.|