Static dimensions consists of a fixed member list. This list is static on every deployed system and may change only by a system version update.

Date

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

Date dimension is all dates from System installation until current date.


Attribute

Description

Date

The date

DayOfMonth

Week day number of the date

DayOfWeek

Month number of the date

MonthName

Month name of the date

MonthOfYear

Month number of the date

QuarterOfYear

Quarter name

WeekDayName

Week day name part of the date

Year

Year part of the date

Time

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

The time dimension is a timeline ranging from 00:00:00 until 23:59:59.

Attribute

Description

TimeOfDay

Time in format HH:MM:SS

Hour

Hour part of the time

Minute

Minute part of the time

Second

Second part of the time

Fixed15Min

TimeOfDay rounded down to nearest multiple of 15 minutes

Fixed05Min

TimeOfDay rounded down to nearest multiple of 5 minutes

Rounded15Min

TimeOfDay rounded to nearest multiple of 15 minutes by rule: values below 7 minutes 30 seconds are rounded down, values above are rounded up

Rounded05Min

TimeOfDay rounded to nearest multiple of 5 minutes by rule: values below 2 minutes 30 seconds are rounded down, values above are rounded up

Agent Selection Type

EXEC [Reporting].[usp_GetDataSet] @DataSet = 'AgentSelectionType'
SQL

A workflow, assigned to the service may have an activity that connects conversation to an Agent. In this case, the task is distributed among the Agents. The Agent Selection Type is a cumulative dimension, which covers multiple aspects of task destitution:  the Agent Selection Algorithm and Distribution Profile level. A member list of this dimension is appended each time when task is assigned to a combination of this attributes.

Attribute

Description

Members

AgentSelectionAlgorithmType

The algorithm used for agent selection:

  • Best Qualified Agent(BQA)
  • Best Qualified & Most Responsible Agent (BQR)
  • Longest Available Agent (LAA)
  • Least Qualified Agent (LQA)
  • Most Responsible Agent (MRA)


BQA/ BQR/ LAA/ LQA/ MRA

ResponsibleSinceLevel

The level of distribution profile the agent is member of

positive integer

ResponsibleSinceLevelAggregated

The level of distribution profile the agent is member of, taken into account the 'skip if no one available' flag

positive integer

SelectedAtLevel

The level of distribution profile on which conversation was accepted (may differ from ResponsibleSinceLevel)

positive integer

SelectedAtLevelAggregated

The level of distribution profile on which conversation was accepted (may differ from ResponsibleSinceLevel), taken into account the skip if no one available flag

positive integer

IsFlowOut

1 if ResponsibleSinceLevelAggregated>1

boolean

Origin Type

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

Origin type determines the network, from which task was accepted. Member list of this dimension is appended each time, when task is assigned with new combination of the attributes.

Attribute

Description

Members

OriginType

Conversation OriginType from which conversation came

  • Federated (FDRT)
  • Internal (INTL)
  • PSTN
  • Unknown (UNKN)

FDRT/ INTL/ PSTN/ UNKN

OriginTypeCustom

Conversation OriginType assigned using workflow

  • Federated (FDRT)
  • Internal (INTL)
  • PSTN
  • Unknown (UNKN)

FDRT/ INTL/ PSTN/ UNKN

Agent State Type

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

Persons that work for the contact center may have different SfB states, because they are working on calls or are present \ absent on the workplace. States have three groups:

Ms states (Microsoft states /(SfB States) correspond to the flags:

  • MsOnline
  • MsOffline
  • MsAvailable
  • MsAway
  • MsDoNotDisturb
  • MsBusy
  • MsIdleBusy
  • MsIdleOnline
  • MsBeRightBack
  • MsOther
  • MsSubInACall
  • MsSubInAConference
  • MsSubInAMeeting
  • MsSubOutOfOffice


LUCS Application states

based on combination of flags:

Lucs Agent State Name

MsOnline 

LucsIsOnline 

LucsIsReady 

LucsIsWorking 

LucsHasRona 

LucsOffDuty 

any 

any 

any 

LucsWorking 

any 

any 

LucsRona 

LucsNotReady 

LucsSelectable 


Derived application states

derived from original agent state types:

  • LucsNotSelectable = LucsWorking + LucsRona + LucsNotReady
  • LucsDuty = LucsSelectable + LucsNotSelectable

Legend:

  • TextInBlue – states for LUCS / Stratus Agent
  • TextInGreen – states for TM / Stratus Team 
  • - original application states
  • - derived application states
  • - for information


Calendar Category Type

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

Based on time of a day, calendar and scheduled opening hours, a Service may be in different states – Opened or Closed. "Task Closed"-time is a period in which the Service is closed for new requests. During this period, new incoming Service requests will not be placed into the queue until the Service opens. A "closed" period that intersects with the queue time of the task is subtracted from the total queue time for this Task in the reporting. For SfB Tasks queue time is usually short and is not significantly affected by closed time.

Attribute

Description

Type

CalendarCategoryType

Opening hours acronym

char(2)

Member list

CalendarCategoryType

CalendarCategoryTypeDescription

IsInOpeningHour

IsInOpeningHourTypeCheckingFailure

Checking Failure

'CF'

0

1

Closed

'CL'

0

0

Flexible Time

'FT'

0

0

International Holiday

'IH'

0

0

Local Holiday

'LH'

0

0

National Holiday

'NH'

0

0

Open

'OP'

1

0

PH Pre Holiday

'PH'

0

0

Special1

'S1'

0

0

Special2

'S2'

0

0

Special3

'S3'

0

0

Special4

'S4'

0

0

BetweenType

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

When a service task is in a queue it can be hang up by customer, handled by agent or lost after some amount of time.

Attribute

Description

BetweenType5Sec

String value indicating periods with 5 second grain

BetweenType10Seс

String value indicating periods with 10 second grain

BetweenType20Seс

String value indicating periods with 20 second grain

Member list

BetweenTypeId

BetweenType5Sec

BetweenType10Seс

BetweenType20Seс

0

Not Applicable

Not Applicable

Not Applicable

5

Betw00And05Sec

Betw00And10Sec

Betw00And20Sec

10

Betw05And10Sec

Betw00And10Sec

Betw00And20Sec

15

Betw10And15Sec

Betw10And20Sec

Betw00And20Sec

20

Betw15And20Sec

Betw10And20Sec

Betw00And20Sec

25

Betw20And25Sec

Betw20And30Sec

Betw20And40Sec

30

Betw25And30Sec

Betw20And30Sec

Betw20And40Sec

35

Betw30And35Sec

Betw30And40Sec

Betw20And40Sec

40

Betw35And40Sec

Betw30And40Sec

Betw20And40Sec

45

After40Sec

After40Sec

After40Sec

Hung up Type (obsolete)

Indicates who terminated the task.

This dimension is obsolete, we suggest avoid using this dimension, as its value may be affected by multiple factors and does not reflect real life scenario.
→ Use TaskResult dimension instead


Attribute

Description

Type

HungUpId

Character, which indicates Hang up initiator

char(1)

HungUpType

Hang up initiator

varchar

Member list

HungUpTypeId

HungUpType

A

Agent

C

Customer

M

Machine

Transfer Type

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

All the transfers are categorized for the reporting conveniences.

Attribute

Description

TransferType

Type of the transfer

TransferTypeGroup

Group of the transfer type

Member list:

TransferType

TransferTypeGroup

TRF_AGT_AGT

Agent Transfer

TRF_AGT_SRV

Agent Transfer

TRF_AGT_EXT

Agent Transfer

TRF_SRV_AGT

Workflow Transfer

TRF_SRV_SRV

Workflow Transfer

TRF_SRV_EXT

Workflow Transfer

FWD_AGT_AGT

Agent Transfer

FWD_AGT_SRV

Agent Transfer

FWD_AGT_EXT

Agent Transfer

FWD_SRV_AGT

Workflow Transfer

FWD_SRV_SRV

Workflow Transfer

FWD_SRV_EXT

Workflow Transfer

Solved by Whom Type (obsolete)

Indicates by whom the task was solved.

This dimension is obsolete, we suggest avoid using this dimension, as its value may be affected by multiple factors and does not reflect real life scenario.
→ Use TaskResult dimension instead

Attribute

Description

Type

SolvedByWhomType

Character, which who solved the task

char(1)

SolvedByWhomDescription

who solved the task

varchar

Member list

SolvedByWhomType

SolvedByWhomDescription

A

Agent

C

Customer

N

None

Lost Type (obsolete)

Indicates in which moment a lost task processing was terminated.

This dimension is obsolete, we suggest avoid using this dimension, as its value may be affected by multiple factors and does not reflect real life scenario.
→ Use TaskResult dimension instead


Attribute

Description

Type

LostType

String value which describes in which moment a lost task processing was terminated

IVR - Task is accepted by the Service, but was not Queued ([QueueStartTime] IS NULL)

LBA - Task was not accepted by the Service ([AcceptedTime] IS NULL)

LIQ - Task is accepted by the Service, but was not Accepted by any Agent (Missed or Declined)

char(3)

LostTypeDescription

in which moment a lost task processing was terminated

varchar

Member list

SolvedByWhomType

SolvedByWhomDescription

IVR

Lost In Ivr

LBA

Lost Before Accepted

LIQ

Lost In Queue

Task Type

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

Task type describes a category of tasks based on communication way (SfB/exchange), task direction (inbound/outbound/internal) and distribution way (direct or through the service).

Task types have the following classification:

DIRECT
have involved agent(s), but no service

  • Direct Conversation Inbound
    target is an agent
  • Direct Conversation Outbound
    origin is an agent
  • Direct Conversation Internal
    target and origin are agents



SERVICE
pass through service (that may address them to an agent or not dependent on workflow)




via SfB

  • Service Conversation Inbound
    Customer is an initiator and LUCS Service is a target
  • Service Conversation Outbound
    LUCS Service is an initiator and Customer is a target
  • Service Conversation Callback
    LUCS Service is an initiator and Customer is a target
  • Service Conversation as a Service
    Agent is initiator, but calls as a LUCS Service  and Customer is a target

via Exchange

Service Conversation Mail
Customer sends a mail and agent answers it

via
External
System


  • Service Task External Blocking
    External system is an initiator and LUCS Service is a target
  • Service Task External Non-Blocking
    External system is an initiator and LUCS Service is a target


Attribute

Description

Members

TaskType

Type of the task
Inbound Direct (includes: DC_INBD)
Outbound Direct (includes: DC_OUTB)
Internal Direct (includes: DC_INTL)
Inbound Service (includes: SERVICE via Lync)
Outbound Service (includes: SC_OUTB)
Callback (includes: SC_CLBK)
Conversation As (includes: SC_ASRV)
Email (includes: SERVICE via Exchange)
External Non-Blocking (includes: EX_TASK)
External Blocking (includes: EX_BLCK)


Inbound Direct
Outbound Direct
Internal Direct
Inbound Service
Outbound Service
Callback
Conversation As
Email
External Non-Blocking
External Blocking

TaskTypeGroup

Grouping of task types
Direct (includes: Inbound Direct, Outbound Direct, Internal Direct)
Inbound (includes: Inbound Service)
Outbound (includes: Outbound Service + Callback)
ConversationAs (includes: Conversation As)
Email (includes: Email)
External (includes: External Blocking, External Non-Blocking)


Direct
Inbound
Outbound
ConversationAs
Email
External

TaskDirection

Direction of the task
Inbound (includes: Inbound Service + Inbound Direct + Email)
Outbound (includes: Outbound Service + Callback + Conversation As + Outbound Direct)
Internal (includes: Internal Direct)
External (includes: External Blocking, External Non-Blocking)


Inbound
Outbound
Internal
External

IsService

1 for service Task Types


ContactObjectType

Service type according to the communication way

LYNC
EXCHANGE

SessionType

SessionType of a session.

(info) Abbreviation is for internal use

DC_INBD
DC_OUTB
DC_INTL
SERVICE
SC_OUTB
SC_CLBK
SC_ASRV
SERVICE
EX_TASK
EX_BLCK


Member list

TaskType

TaskTypeGroup

TaskDireсtion

IsService

Inbound Direct

Direct

Inbound

0

Internal Direct

Direct

Internal

0

Outbound Direct

Direct

Outbound

0

Inbound Service

Inbound

Inbound

1

TaskType

TaskTypeGroup

TaskDireсtion

IsService

Outbound Service

Outbound

Outbound

1

Callback

Outbound

Outbound

1

Conversation As

ConversationAs

Outbound

1

Email

Email

Inbound

1

External Blocking

External

External

1

External Non-Blocking

External

External

1

All conversations end in a result, as described further on Task Results.

Modality Type

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

Modality determines the channel of the communication.

Attribute

Description

Type

ModalityTypeId

String value which describes modality

char(1)

ModalityType

String value which describes modality

varchar

Member List

ModalityTypeId

ModalityType

AO

Audio

AS

ApplicationSharing

AV

AudioVideo

IM

InstantMessaging

UN

Unknown

ModalityTypeId

ModalityType

CC

ConversationContext

EM

Email


Service SfB conversations have the following important modalities:

Modality

Priority

Description

 Task

AV

1 (highest)

Audio \ Video

Direct \ Service conversation

AO

2

Audio only

Direct \ Service conversation

IM

3

Instant message

Direct \ Service conversation


During a conversation, several modalities can be used, but only two of them are assigned for Tasks in the reporting:

Dimension

Description

Value

InitialModality

The first modality that was present in the task.

AV, AO, IM, EM

PrimaryModality

The highest modality that was present in the task.
If one modality was present, the Primary Modality = Initial Modality.
If several modalities were present, the Primary Modality = the modality of the highest priority that was used during the task.
If a person tries to add one more modality to the task, but another person does not accept this modality, the Primary Modality keeps to be = Initial Modality

AV, AO, IM, EM

The Agent View reports have the feature that excludes direct IM chats from the reporting calculations, so pay attention that in this reports, it affects the calculation of the connected time, too:

  • If one IM modality was present in the direct conversation, the conversation is not in the report
  • If AO or AV modality was present in the direct conversation with IM, the conversation is present in the report, and connected time is calculated based only on the AO or AV duration

The logic of assigning modality from tasks to customer tasks is described below:

  • When one of the several tasks within a customer task has a modality filled in, the customer task inherits this filled modality
  • When no task within a customer task has a modality filled in, said customer task has "null" modality in the DB
  • All the tasks with "null" modality are counted in reporting (e.g. SSRS) as AO