Dataset relations (DWH Bus Matrix)
The following table visualizes relation between Dimensions (Rows) and Fact Tables (Columns).
Legend:
- "+" in a table cell means that this fact may be viewed through the dimension.
- "-" in a table cell means that fact table is not related to the dimension.
- " ←+" in a table cell means that dimension is related to the "higher" level process, but also inherited to all sub processes. For example "CustomerSip" is related to the "ServiceTask", but it is also inherited to every Agent Task, which are parts of the service task. ( ← →)
- Marked items apply for LUCS / Stratus Agent only.
Role-play dimensions
A single physical dimension can be referenced multiple times in a fact table, with each reference linking to a logically distinct role for the dimension. For example, the "Sip" dimension may be in following roles for the Service Task:
- InitialSipFrom – caller sip
- InitialSipTo – callee sip
- TransferrorSipUri – The SipUri which performed transfer
Static and Slowly changing dimensions
- Slowly changing dimensions are changed by adding new members during call center configuration: Agent Creation, Service Number creation.
- Static dimensions have a predefined list of members, so the list is quite stable. In rare cases, new members may be added during a Data Warehouse upgrade process.
Dimension | Role | AgentTask | Task | CustomerTask | AgentState |
|---|---|---|---|---|---|
Sip | InitialSipFrom | inherited | ← + | + | - |
InitialSipTo | inherited | ← + | + | - | |
TransferorSipUri | inherited | ← + | - | - | |
Agent
| FirstAcceptedAgent | - | + | + | - |
Agent | + | - | - | + | |
| AgentProfile | + | - | - | + |
Service | Service | inherited | ← + | - | - |
IncomingService | - | - | + | - | |
FirstQueuedService | - | - | + | - | |
LastQueuedService | - | - | + | - | |
OrganizationUnit | ServiceOrganizationUnit | inherited | ← + | - | - |
AgentOrganizationUnit | + | - | - | + | |
FirstAcceptedAgentOrganizationUnit | + | - | + | - | |
IncomingServiceOrganizationUnit | - | - | + | - | |
FirstQueuedServiceOrganizationUnit | - | - | + | - | |
LastQueuedServiceOrganizationUnit | - | - | + | - | |
Date | StartDate | + | + | + | - |
PeriodStartDate | - | - | - | + | |
Time | StartTime | + | + | + | - |
PeriodStartTime | - | - | - | + |
Dimension | Role | AgentTask | Task | CustomerTask |
|---|---|---|---|---|
TaskType
| TaskType | inherited | ← + | + |
TaskResult
| TaskResult | inherited | ← + | + |
AgentTaskResult
| AgentTaskResult | + | - | - |
CalendarCategoryType
| CalendarCategoryType | inherited | ← + | + |
OriginType | OriginType | inherited | ← + | + |
OriginTypeCustom | inherited | ← + | + | |
ModalityType | InitialModalityType | + | + | + |
PrimaryModalityType | + | + | + | |
ServiceTaskHungUpType | ServiceTaskHungUpType | - | + | + |
Dimension | Role | AgentTask | Task | CustomerTask |
|---|---|---|---|---|
| AgentSelectionType | + | + | - |
WaitBetweenType | WaitBetweenType | inherited | ← + | + |
IsInSla | IsInSla | - | + | + |
Dimension | Role | AgentTask | Task | CustomerTask |
|---|---|---|---|---|
WithIvrTime | WithIvrTime | - | + | + |
WithQueueTime
| WithQueueTime | - | + | + |
WithAgentProposalTime | WithAgentProposalTime | - | + | + |
WithConnectTime | WithConnectTime | - | + | + |
WithPendingTime | WithPendingTime | - | + | + |
WithPreviewTime | WithPreviewTime | - | + | + |
WithDialoutTime | WithDialoutTime | - | + | + |
| WithAcwTime | - | + | + |
WithHoldTime | WithHoldTime | - | + | + |
Dimension | Role | AgentTask | Task | CustomerTask |
|---|---|---|---|---|
| TaskCompletionCode | + | + | + |
| CrossSellingCode | + | + | + |
IsHandled | IsHandled | - | + | + |
Dimension | Role | AgentTask | Task | CustomerTask |
|---|---|---|---|---|
SessionLostType | SessionLostType | - | + | + |
IsLostBeforeAccept | IsLostBeforeAccept | - | + | + |
IsLostInIvr | IsLostInIvr | - | + | + |
IsLostInQueue | IsLostInQueue | - | + | + |
IsEarlyLost | IsEarlyLost | - | + | + |
IsLost | IsLost | - | + | + |
Dimension | Role | AgentTask | Task | CustomerTask |
|---|---|---|---|---|
IsStandbyDuty | IsStandbyDuty | - | + | + |
StandbyDutyIsHandled | StandbyDutyIsHandled | - | + | + |
StandbyDutyIsLost | StandbyDutyIsLost | - | + | + |
StandbyDutyIsDtmfFailure | StandbyDutyIsDtmfFailure | - | + | + |
StandbyDutyIsUnreachable | StandbyDutyIsUnreachable | - | + | + |