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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 CALLBACK_DIM_2

Description

Introduced: 8.1.402. Supported for on-premises deployments starting with release 8.5.005.
Modified: 8.5.010 (in Microsoft SQL Server, data types for the following columns modified in multi-language databases: DIAL_DIALOG_RESULT, CALL_DIRECTION, FINAL_DIAL_RESULT, OFFER_TIMING)

In partitioned databases, this table is not partitioned.


This dimension table allows callback facts to be described based on attributes of the final callback attempt.

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Column List

Legend

Column Data Type P M F DV
ID NUMBER(10) X X
CREATE_AUDIT_KEY NUMBER(19) X X
DIAL_DIALOG_RESULT VARCHAR2(255 CHAR) X UNKNOWN
CALL_DIRECTION VARCHAR2(255 CHAR) X UNKNOWN
FINAL_DIAL_RESULT VARCHAR2(255 CHAR) X UNKNOWN
OFFER_TIMING VARCHAR2(255 CHAR) X UNKNOWN

ID

The primary key of this table. This ID is referenced from other tables as CALLBACK_DIM_2_KEY.

CREATE_AUDIT_KEY

The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data creation. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools--that is, applications that need to identify newly added data.

DIAL_DIALOG_RESULT

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_DIAL_DIALOG_RESULT

The result of the final dialog for the callback. This field is set to one of the following values:

  • RIGHT_PERSON
  • RESCHEDULED
  • CANCELLED
  • TRANSFERRED_TO_RP
  • UNKNOWN

CALL_DIRECTION

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_CALL_DIRECTION

The direction of the final callback interaction. This field is set to one of the following values:

  • CUSTOMER_TERMINATED - Scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
  • UNKNOWN

FINAL_DIAL_RESULT

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_FINAL_DIAL_RESULT

The result of the final callback dialing attempt. This field is set to one of the following values:

  • CREATE_CALL_ERROR
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • CANCEL
  • CONNECTED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED
  • UNKNOWN

Notes:

  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback product to identify this result.
  • For PUSH_DELIVERY_CONFIRMED, the PUSH_DELIVERY_CONFIRMED_TS field in the CALLBACK_FACT table provides the timestamp when the application confirmed that the push was delivered.

OFFER_TIMING

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_OFFER_TIMING

Specifies whether the callback offer was made during operational (business) or non-operational hours. This field is set to one of the following values:

  • ON-HOURS
  • OFF-HOURS
  • UNKNOWN

Index List

CODE U C Description
I_CALLBACK_DIM_2 X Ensures that the combinations of values that are stored in the dimension table are unique.

Index I_CALLBACK_DIM_2

Field Sort Comment
DIAL_DIALOG_RESULT Ascending
CALL_DIRECTION Ascending
FINAL_DIAL_RESULT Ascending
OFFER_TIMING Ascending

Subject Areas

No subject area information available.

This page was last edited on January 10, 2020, at 20:48.
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