iWD Dimension Tables

Dimensions contain static or slowly changing information—as well as information that is used in lookups against the fact tables—and provide the basis for OLAP/cube queries. Dimensions in the iWD Data Mart are populated from one of three sources:

• Static values, such as time zone and date/time dimensions
• iWD Configuration, as defined in iWD GAX Plug-in
• iWD task data

The iWD Data Mart defines the following dimensions:

AGE AGENT BUSINESS_VALUE CAPTURE_POINT CATEGORY CUSTOM_DIM CUSTOMER CUSTOMER_SEGMENT DATE_TIME DEPARTMENT

EVENT_DATE EVENT_TIME INTERACTION_TYPE MEDIA_CHANNEL MEDIA_TYPE METRIC PRIORITY PROCESS PRODUCT QUEUE

QUEUE_TARGET RESULT_CODE SKILL SOLUTION SOURCE_PROCESS SOURCE_TENANT STATUS TASK_EVENT_TYPE TENANT TIMEZONE

The following dimensions store core task attributes:

AGENT BUSINESS_VALUE CAPTURE_POINT CATEGORY DEPARTMENT EVENT_DATE EVENT_TIME

INTERACTION_TYPE MEDIA_CHANNEL MEDIA_TYPE PRIORITY PROCESS SOLUTION TENANT

And, the following dimensions store extended task attributes:

• CUSTOMER
• CUSTOMER_SEGMENT
• PRODUCT
• RESULT_CODE
• SOURCE_PROCESS
• SOURCE_TENANT