In the Column List:
- P = Primary key
- M = Mandatory field
- F = Foreign key (where the term is used loosely to indicate a surrogate key reference to a field in another table, not a formal constraint)
- DV = Default value
Table AGT_CALLBACK_HOUR
Description
This disposition-based aggregate table provides a rollup of interactions associated with callbacks. Data is derived primarily from the CALLBACK_FACT table and IRF table.
Aggregation is performed along the TENANT, DATE TIME, RESOURCE, CALLBACK_* dimensions.
The same columns and column descriptions apply to the AGT_CALLBACK_SUBHOUR, AGT_CALLBACK_DAY, AGT_CALLBACK_WEEK, AGT_CALLBACK_MONTH, AGT_CALLBACK_QRTR, and AGT_CALLBACK_YEAR views.
- This document shows table information because it is more informative than view information. However, directly querying tables is not supported; perform your queries on views.
- This document shows the HOUR structure for each table, as an example. For each table, the same structure is used for SUBHR through YEAR views.
- Where referenced, IRF resources include:
- Handling resources (such as self-service IVR ports, agents, or non-agent-associated DNs)
- Mediation resources (such as a non-self-service IVR ports, voice treatment ports, ACD queues, routing points, and so forth) where the interaction ends in mediation before being distributed to a handling resource.
- IRF is an abbreviation for the INTERACTION_RESOURCE_FACT table.
- MSF is an abbreviation for the MEDIATION_SEGMENT_FACT table.
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Column List
DATE_TIME_KEY
The surrogate key that is used to join this aggregate table to the DATE_TIME dimension table to identify the calendar date and 15-minute interval that correspond to the start of the aggregated interval.
RESOURCE_KEY
The surrogate key that is used to join this aggregate table to the RESOURCE_ dimension table.
TENANT_KEY
The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant.
CBD1_KEY
The surrogate key that is used to join this aggregate table to the CALLBACK_DIM_1 table.
CBD2_KEY
The surrogate key that is used to join this aggregate table to the CALLBACK_DIM_2 table.
CBD3_KEY
The surrogate key that is used to join this aggregate table to the CALLBACK_DIM_3 table.
CALLBACKS
The total number of callbacks processed.
EWT_READY_TO_START_IXN
The customer expected wait time when the callback dial attempt was ready to begin.
EWT_READY_TO_START_IXN_MAX
The maximum expected wait time any customer had when the callback dial attempt was ready to begin.
POS_READY_TO_START_IXN
The customer position in the queue when the callback dial attempt was ready to begin.
POS_READY_TO_START_IXN_MAX
The maximum position a customer held in the queue when the callback dial attempt was ready to begin.
CALLBACK_OFFER_TIME
The amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.
CALLBACK_OFFER_TIME_MAX
The maximum amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.
WAIT_AGENT_OFFLINE_TIME
The amount of time, in seconds, the customer was waiting offline for an agent to become available.
WAIT_AGENT_OFFLINE_TIME_MAX
The longest amount of time, in seconds, that a customer was waiting offline for an agent to become available.
ESTABLISH_MEDIA_IXN_TIME
The amount of time required to establish an outbound call.
ESTABLISH_MEDIA_IXN_TIME_MAX
The maximum amount of time required to establish the outbound call.
ABANDONED_WAITING
Indicates whether the call was abandoned by the customer while waiting for an agent to connect.
CONN_WAITING_AGENT_TIME
The total amount of time that elapsed between when customers connected to callback calls and when an agent was connected.
CONN_WAITING_AGENT_TIME_MAX
The maximum amount of time that elapsed between when a customer connected to the callback call and when an agent was connected.
ABANDONED_WAITING_TIME
After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call.
ABANDONED_WAITING_TIME_MAX
After a successful callback, the maximum amount of time any customer spent waiting before abandoning the call.
AGENT_ADDED_TO_IXN
Indicates whether an agent was successfully added to the callback call.
XFER_TO_AGENT_FAIL_CONN
The number of attempts to transfer the callback interaction to the agent that failed after connecting.
XFER_TO_AGENT_FAIL_NOCONN
The number of attempts to transfer the callback interaction to the agent that failed without connecting.
TIMEOUT_WAITING
The number of times that a customer was disconnected because the max timeout limit was reached.
IXN_REQ_AGENT
The number of callbacks that were offered to customers who had requested agent assistance.
EWT_WHEN_OFFERED
The expected wait time (EWT) before an agent was available to call back a customer, as of the time callback was offered.
EWT_WHEN_OFFERED_MIN
The minimum expected wait time before an agent is available to call back a customer, as of the time callback was offered.
EWT_WHEN_OFFERED_MAX
The maximum expected wait time before an agent is available to call back a customer, as of the time callback was offered.
POS_WHEN_OFFERED
The customer's position in the queue when the callback dial attempt was ready to begin.
POS_WHEN_OFFERED_MIN
The minimum position a customer held in the queue when the callback dial attempt was ready to begin.
POS_WHEN_OFFERED_MAX
The maximum position a customer held in the queue when the callback dial attempt was ready to begin.
CALLBACK_OFFERED
The total number of times that callback was offered to a customer.
CALLBACK_ACCEPTED
The total number of times that callback was accepted by a customer.
ACCEPTED_WAIT_FOR_AGENT
The total number of times that "WAIT FOR AGENT" callback was accepted by a customer.
ACCEPTED_SCHEDULED
The total number of times that "SCHEDULED" callback was accepted by a customer.
ACCEPTED_IMMEDIATE
The total number of times that "IMMEDIATE" callback was accepted by a customer.
CALLBACK_ATTEMPTS
The number of times the system attempted to call the customer back.
CALLBACK_ATTEMPTED
The total number of callback attempts, including the one that succeeded.
CALLBACK_CONNECTED
The total number of times a customer was connected after callback dialout, including instances where no agent was connected.
CONNECTED_ATTEMPT1
The total number of callback connections that were successfully completed on the first callback attempt.
CONNECTED_ATTEMPT2
The total number of callback connections that were successfully completed on the second callback attempt.
CONNECTED_ATTEMPT3
The total number of callback connections that were successfully completed on the third callback attempt.
CONNECTED_ATTEMPT4
The total number of callback connections that were successfully completed on the fourth callback attempt.
CALLBACK_RETURNED
The total number of callbacks that successfully connected the customer with an agent.
CALLBACK_CANCELLED
The number of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether was canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed.
SAVED_TIME
The total number of minutes of call time that were saved because of callback.
FORCE_DIALED
Introduced: Release 8.5.005.03
The total number of calls that were force-dialed (or pushed) regardless of actual agent availability, because the callback queue was being flushed.