Slowly changing dimensions (SCD)

Slowly changing dimensions have a changing set of dimension members. The set changes by:

Configuration
Working process
Synchronization with other systems (Active Directory, Office 365).

SCD of type 1 are used, which means "overwrite". This methodology overwrites old with new data, and therefore if an Agent or Service changes name or any other attribute, it is not tracked. Instead the new value is used in all reports.

Agent

EXEC [Reporting].[usp_GetDataSet] @DataSet = 'Agent', @Version = '3.2.1'

SQL

Data set of fields

Attribute	Description
AgentDisplayName	Display name of the agent First name + Last Name
AgentEmail	Email of the agent
AgenFirstName	The first name of the agent
AgentLastName	The last name of the agent
AgentPrincipalName	Principal name of the agent
AgentSipUri	SIP URI of the agent
OrganizationUnit	Organization unit to that agent belongs

Service

EXEC [Reporting].[usp_GetDataSet] @DataSet = 'Service', @Version = '3.2.1'

SQL

A service is a SIP-endpoint acting for service tasks as a middle layer between contact center users and customers (or other task initiators).


Service	Service name
ServiceLevelTime	Service level time configured for the service in LUCS configurator
SipUri	Sip of the service
OrganizationUnit	Organization unit to that service is assigned

Organization Unit

EXEC [Reporting].[usp_GetDataSet] @DataSet = 'OrganizationUnit', @Version = '3.2.1'

SQL

Organization Unit (OU) is a container used to organize Agents and Services according to organization hierarchy, responsibilities or security purposes. Organization Units are usually organized in hierarchies so that each Organization Unit has reference to its parent Organization Unit. In many reports, Organization Unit is used to filter Tasks, based on Service and Agent Organization Unit.

Attribute	Description
OrganizationUnit	Organization unit name

Agent Profile

EXEC \[Reporting\].\[usp_GetDataSet\] @DataSet = 'AgentProfile', @Version = '3.2.1'

SQL

An Agent profile is a set of traits used for Service task distribution in the contact center. Agents can change the duty profile, e.g. 'Day Shift', 'Night Shift', 'Off Work' etc., and accordingly influence the amount and type of Service tasks distributed to them. For this reason its important to know which profiles an Agent used during working hours.

Attribute	Description
AgentProfile	Profile name of the agent

Survey Question

EXEC \[Reporting\].\[usp_GetDataSet\] @DataSet = 'SurveyQuestion', @Version = '3.2.1'

SQL

This dimension contains all configured survey questions:

Attribute	Description
SurveyQuestion	Name of survey question
SurveyQuestionDescription	Description of survey question
SurveyQuestionType	Acronym for SurveyQuestionType OQIM CQYN CQWR
SurveyQuestionTypeDescription	Description of SurveyQuestionType. The type of the question, which also determines the type of the result – String, Numeric or Yes/No OpenQuestionIM – result type is text ClosedQuestionYesNo - result type is predefined text: Yes/No ClosedQuestionWithRange – result is numeric value within predefined interval.

Task Completion Code

EXEC \[Reporting\].\[usp_GetDataSet\] @DataSet = 'TaskCompletionCode', @Version = '3.2.1'

SQL

Attribute	Description
TaskCompletionCode	The name of the service agent task completion code added to the system via LUCS Configurator

Cross Selling Code

EXEC \[Reporting\].\[usp_GetDataSet\] @DataSet = 'CrossSellingCode', @Version = '3.2.1'

SQL

Attribute	Description
CrossSellingCode	The name of the service agent task completion code added to the system via LUCS Configurator

CustomerPath

EXEC \[Reporting\].\[usp_GetDataSet\] @DataSet = 'CustomerPath', @Version = '3.4.1'

SQL

Customer path dimensions describe a Customer Task. They are based on the Services that a Customer got through during call handling.

Attribute	Description	Example
CustomerPathId	Customer Path primary key	1
CustomerPath	Customer call path based on services' name. Names are separated by '->' an arrow sign.	010102 SWITZERLAND : ZURICH-> 0102 USA : EASTERN DEPARTMENT
CustomerPathOu	Customer call path based on Service OUs' name OUs are separated by '->' an arrow sign. If services belong to one OU new step is not added to the CustomerPathOu.	010102 SALES in SWITZERLAND-> 0102 SALES in USA
CustomerPathSipUri	Customer's call path based on services' sipuri.SipUri are separated by '->' an arrow sign.	.Slowly changing dimensions v3.5> SIP:0102.USA.EAST@DEV.LOCAL
CustomerPathParameter *Look into Appendix for information how to configure Customer Path parameters.	Customer call path based on services' name including parameters value. The following signs are used in the path: - the sign is placed before a first service name. It indicates the beginning of a customer journey. – the sign is placed after a service name and before a parameter value. It shows the parameter value that were saved during the service workflow execution. -> – the sign is placed before the next service in the journey	*010102 SWITZERLAND : ZURICH#0102_USA_DP-> 0102 USA : EASTERN DEPARTMENT

Supervisor Type

EXEC Reporting.usp_GetDataSet @DataSet = 'SupervisorType'

SQL

Supervision type descriptions:

Listening - supervisor is only listening
Whispering - supervisor can talk to agent, customer does not hear
BargeIn- supervisor can talk to agent and customer

Attribute	Description
SupervisortypeId	Primary Key
SupervisorType	Supervisor Type name

List of members for Supervisor Type dimension:

SupervisorTypeId	SupervisorType
B	BargeIn
L	Listening
W	Whispering

Phone Code

EXEC [Reporting].[usp_GetDataSet] @DataSet = 'PhoneCode', @Version = '3.4.1'

SQL

Data set fields:

Attribute	Description
PhoneCode	Country or State Phone code
Region	Region Name
Country	Country Name
State	State Name

This dimension is mapped to PhoneCode in Service Task Fact table.