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. |
This page was last edited on April 11, 2017, at 14:12.
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