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TASK_QUEUE_FACT Aggregate

The task queue aggregate provides measures that are grouped by business process, priority, and queue over different time intervals. Data is aggregated from the I_TASK_FACT and I_TASK_EVENT_FACT tables.

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

The TASK_QUEUE_FACT Star Schema

The following shows the structure of the TASK_QUEUE_FACT aggregate tables.

The TASK_QUEUE_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.
QUEUE_KEY int X Key to the QUEUE dimension, identifying the queue that is associated with this record.
PROCESS_KEY int X Key to PROCESS dimension.
CUSTOM_DIM_KEY int X Key to the CUSTOM_DIM dimension, identifying the distinct combination of custom attributes associated with this record.
PRIORITY_KEY int X Key to the PRIORITY 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

ENTERED_TASK_COUNT int Number of tasks that entered the queue or workbin during the given time interval.
EXITED_TASK_COUNT int Number of tasks that exited the queue or workbin during the given time interval.
CMPL_TASK_COUNT int Number of tasks that were completed during the given time interval.
COMPLETED_OVERDUE_TASK_COUNT int Number of completed tasks that were overdue during the given time interval.
CMPL_TASK_AVG_WORK_TIME int Average amount of time, in seconds, that agents worked on tasks that were completed 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 timestamp minus the task-creation timestamp for completed tasks during the given time interval. This measure reflects how long, on average, tasks were backlogged before they were assigned to an agent.
CMPL_TASK_AVG_COMPLETE_TIME int Average time, in seconds, that tasks were completed within iWD during the given time interval.
CMPL_TASK_AVG_SRC_TIME int Average time, in seconds, that tasks spent in the preceding system before they were 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 tasks at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
DATE_TIME_KEY int Key to the DATE_TIME dimension.
CMPL_TASK_WORK_TIME int Total time, in seconds, that agents worked on tasks that were completed 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 timestamp minus the 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, that tasks were completed within iWD during the given time interval.
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) 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_PRE_SRC_TIME int Total pre–source system time (source created – first created), in seconds, for completed tasks during the given time interval.

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This page was last modified on 19 December 2017, at 03:26.