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 v3.4>
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