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RAA-SubjArea-AGTAgent.png

AGT_AGENT Subject Area

This subject area represents agent handling of interactions, based on key business attributes such as customer segment, service type, and service subtype.

AGT_AGENT Subject Area View Large

Subject Area Dimensional Model Tables

  
Table/View Description
DATE_TIME Allows facts to be described by attributes of a calendar date and 15-minute interval.
INTERACTION_DESCRIPTOR Allows interaction facts to be described by deployment-specific business attributes that characterize the interaction, such as service type and customer segment.
INTERACTION_TYPE Allows facts to be described based on interaction type, such as Inbound, Outbound or Internal.
IRF_USER_DATA_CUST_1 Is provided as a sample of a table to store high-cardinality data that comes as deployment-specific, user-defined business attributes that characterize the interaction. By default, this table is not included in the schema.
MEDIA_TYPE Allows facts to be described based on media type, such as Voice.
RESOURCE Allows facts to be described based on the attributes of contact center resources.
RESOURCE_GROUP_COMBINATION Allows facts to be described based on the membership of resources in a combination of resource groups.
AGT_AGENT_HOUR Rollup of agent handling of interactions, based on key business attributes such as customer segment, service type, and service subtype.

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