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TASK_CLASSIF_FACT Aggregate

The task classification aggregate provides measures that are grouped by task process, media, category, customer segment, product, source process, and source tenant over different time intervals. Data is aggregated from the I_TASK_FACT table.

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

The TASK_CLASSIF_FACT Star Schema

The following shows the structure of the TASK_CLASSIF_FACT aggregate tables.

The TASK_CLASSIF_FACT Aggregate Tables
Attribute Data Type PK Description
INTERVAL_DATE_KEY int X Key to the EVENT_DATE dimension, indicating the start date of

the time interval. In combination with INTERVAL_TIME_KEY, represents the time aggregation axis.

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
PROCESS_KEY int X Key to PROCESS dimension.
MEDIA_CHANNEL_KEY int X 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 X Key to CATEGORY dimension.
CUSTOMER_SEGMENT_KEY int X Key to CUSTOMER_SEGMENT dimension.
PRODUCT_KEY int X Key to the PRODUCT dimension.
SOURCE_PROCESS_KEY int X Key to the SOURCE_PROCESS dimension.
SOURCE_TENANT_KEY int X Key to the SOURCE_TENANT dimension.
CUSTOM_DIM_KEY int X Key to the CUSTOM_DIM dimension, identifying the distinct combination of custom attributes associated with this record.
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.

NEW_TASK_COUNT int Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
CMPL_TASK_COUNT int Number of tasks that have been completed during the given time interval.
COMPLETED_OVERDUE_TASK_COUNT int Number of tasks that have been completed during the given time interval that had been overdue.
CMPL_TASK_AVG_WORK_TIME int Average agent work time (finished – assigned), in seconds, for completed tasks during the given time interval.
CMPL_TASK_AVG_ASSIGN_TIME int Average time, in seconds, before a task was assigned for the first time. This is calculated as the average of the (task-assigned – task-creation) timestamp for completed tasks during the given time interval. This measure reflects how long, on average, tasks were in backlog before they were assigned to an agent.
CMPL_TASK_AVG_COMPLETE_TIME int Average time, in seconds, before a task was completed. This is calculated as the average of the (task-completed – task-creation) timestamp for completed tasks during the given time interval. Similar to CMPL_TASK_AVG_ASSIGN_TIME, this measure reflects how long a task was in backlog, but it also includes work time.
CMPL_TASK_AVG_SRC_TIME int Average time, in seconds, that a task spent in the preceding system before it was submitted to and created within iWD. This is calculated as the average of the (iWD – source system) task-creation timestamp for completed tasks during the given time interval. The task-creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system.
CMPL_TASK_AVG_PRE_SRC_TIME int Average pre–source system time (source created – first created), in seconds, for completed tasks during the given time interval.
TOTAL_PENDING_TASK_COUNT int Current number of pending tasks (where the status is Queued, Assigned, or Held) at the end of the given time interval.
TOTAL_OVERDUE_TASK_COUNT int Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
CMPL_TASK_WORK_TIME int Total agent work time (finished – assigned), in seconds, for completed tasks during the given time interval.
CMPL_TASK_ASSIGN_TIME int Total time, in seconds, before a task was assigned for the first time. This is calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval. This measure reflects how long tasks were backlogged before they were assigned to an agent.
CMPL_TASK_COMPLETE_TIME int Total time, in seconds, before a task was completed. This is calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval. Similar to CMPL_TASK_AVG_ASSIGN_TIME, this measure reflects
CMPL_TASK_SRC_TIME int Total time, in seconds, that tasks spent in the preceding system before they were submitted to and created within iWD. This is calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system.
CMPL_TASK_PRE_SRC_TIME int Total pre–source system time (source created – first created), in seconds, for completed tasks during the given time interval.
DATE_TIME_KEY int Key to the DATE_TIME dimension.

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This page was last modified on December 19, 2017, at 02:26.