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View AG2_CALLBACK

Description

This view represents the disposition-based aggregate AGT_CALLBACK_HOUR table, which 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 AG2_CALLBACK_SUBHOUR, AG2_CALLBACK_DAY, AG2_CALLBACK_WEEK, AG2_CALLBACK_MONTH, AG2_CALLBACK_QRTR, and AG2_CALLBACK_YEAR views.

The same columns and column descriptions apply to other AG2_CALLBACK_* views.

Column List

Column Description
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 is 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 is ready to begin.
POS_READY_TO_START_IXN_MAX The maximum position a customer held in the queue when the callback dial attempt is 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 that elapsed between when the customer accepted a callback offer and the time when they were connected to an agent after callback.
WAIT_AGENT_OFFLINE_TIME_MAX The maximum amount of time required to establish an outbound call.
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 callbacks call 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.

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This page was last modified on April 11, 2017, at 06:12.