Static Dimensions

Members / Values that change only on system updates

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

ūüĒćNOTES OUTCOME GROUPS

Outcome Groups - To generalize and simplify reporting, all Service Session outcomes are classified into groups. 

Id

Name

1 Handled By User
2 Handled By System
3 Hangup By Customer
4 Not Handled
5 Error
6 Outbound Accepted
7 Outbound Not Accepted

ūüí°Outcome Calculation¬†- Note that these columns are¬†not¬†provided by the OData feed, but calculated in the¬†Power BI Template.
ūüí°Description¬†columns are generally not part of the dataset.
ūüí°Lines greyed out (if shown) are used for error-handling. They are not included in the dataset.

 

Service Session Outcomes

Service session outcomes determine how a task has concluded (Handled or Not Handled), with a more detailed outcome.

Id

MeansHandled

HandledText

GroupId 
(see ūüĒć‚Ė≤)

Outcome

Description

1 False Not Handled 3 Customer Hangup Before Accept Customer hung up the call before it was accepted
2 False Not Handled 3 Customer Hangup In Ivr Customer hung up the call before it was put into the queue once
3 False Not Handled 3 Customer Hangup In Ivr After Queue Customer hung up the call after it was put into the queue once
4 False Not Handled 3 Customer Hangup In Queue Customer hang up the call during the time the task was enqueued
5 True Handled 1 User Accepted User accepted the task and was connected to the customer, this includes Consultation Call (without merge or transfer) and External Tasks
6 True Handled 1 User Internal Transfer Success User accepted the task and transferred it to another service Line or user. This includes as well the case if a user transfers the call after a consultation call
7 True Handled 1 User External Transfer Success User accepts the task and transferred to a non service line or user. This includes as well the case if a user transfers the call after a consultation call
8 False Not Handled 4 Workflow Disconnect After Queue Workflow terminates the call conversation or task (external, email) after it was put once into the queue
9 False Not Handled 4 Workflow Disconnect Workflow terminates the callconversation or task (external, email), which was never put into the queu

10

False

Not Handled

5

System Failure

An severe unhandled error occurred. May relate to Microsoft infrastructure. 

11 True Handled 2 Workflow Conversation Recorded Workflow recorded a voice message / mail
12 True Handled 2 Workflow Internal Transfer Successful Workflow transferred the call to another Service Line or a User from the same o365 tenant successfully
13 False Not Handled 4 Workflow Internal Transfer Failed Workflow couldn't transfer the call to another Service Line or a User from the same o365 tenant
14 True Handled 2 Workflow External Transfer Successful Workflow transferred the call successfully to a non Service Line target (e.g to an external user or phone number)
15 False Not Handled 4 Workflow External Transfer Failed Workflow couldn't transfer the call to a non Service Line target (e.g to an external user or phone number)
16 True Handled 1 User Internal Transfer Failed User accepted the task and transferred it to another service Line or user, but didn't succeed
17 True Handled 1 User External Transfer Failed User accepts the task and transferred to a non service line or user, but didn't succeed
18 True Handled 1 User Conferenced User accepts the task and adds a 3rd Participant (Expert, Merges a Consultant) into the customer session
21 False Cancelled by External System 4 External System Cancelled Before Accept The task was terminated via Power Automate before it was accepted by the system             
Analogue of Hangup Before Accept in AV conversations
22 False Cancelled by External System 4 External System Cancelled  The task was terminated via Power Automate before it was put into the queue             
Analogue of Hangup In IVR in AV conversations
23 False Cancelled by External System 4 External System Cancelled In Queue The task was terminated via Power Automate after it left the queue             
Analogue of Hangup In IVR after Queue in AV conversations
24 False Cancelled by External System 4 External System Cancelled In Queue The task was terminated via Power Automate in queue             
Analogue of Hangup In Queue in AV conversations
31 True Handled 6 Destination Accepted  
32 False Not Handled 7 Destination Declined  
33 False Not Handled 7 Destination Not Reached  
34 False Not Handled 4 User Aborted  
35 False Not Handled 4 Lost in Queue  
41 True Handled 2 Workflow Marked as Handled  
42 True Handled 2 Forwarded by Workflow  
43 True Handled 1 User marked as handled  
44 True Handled 1 User forwarded  

ūüí° Lines greyed out are used for error-handling. They are not included in the dataset.

 
 

User Session Outcomes

When a task is handled by multiple users, each user has an individual session with own outcome.

Id

Name

ActionGroup (ūüĒć‚Ė≤)

Handledtext (ūüĒć‚Ė≤)

Description

1 Accepted

Accepted

Accepted

User accepts a service line task or User transfer attempt (via Attendant Console) fails
2 Declined

Declined

Not Accepted

User declines a service task
3 Ignored

Missed

Not Accepted

User does not accept a service task within the defined time (RONA)
4 Canceled

CustomerAbandoned

Not Accepted

User couldn't accept a service task because it was cancelled by the system or user
5 Transferred Internally Transferred Accepted User transfers the call to a service line or user and target accepts (successful transfer)
6 Transferred Externally Transferred Accepted User transfers the call to a non service line or user and target accepts (successful transfer)
8 Consulted Accepted Accepted User made a consultation call after accepting a service call
9 Consulted Transferred Transferred Accepted User made a consultation call after accepting a service call and transferred to customer to the consultant
10 Consulted Merged Conferenced Accepted User made a consultation call after accepting a service call and merged the consultant and customer
11 Outbound Accepted Accepted Accepted User accepted a task to make an outbound call on behalf of a service.
12 Outbound Not Accepted Declined Not Accepted User received but did not accept a task to make an outbound call on behalf of a service.
13 Outbound Aborted Declined Not Accepted User accepted a task to make an outbound call on behalf of a service, but aborted it.            
 
14 Outbound Destination Not Reached Destination Unreachable Not Accepted User accepted a task to make an outbound call on behalf of a service, but the destination did not respond in time.             
 
15 Outbound Destination Declined Destination Unreachable Not Accepted  User accepted a task to make an outbound call on behalf of a service, but the destination did reject the call.
 
 

Distribution Algorithm

The distribution ordering algorithm determines how a task was distributed to a user, either preferring task queue duration or qualification.

Id

Name

1 Longest Idle
2 Best Qualified

ūüĒć Also see¬†Distribution Order¬†and¬†Skills and Responsibilities.

 
 

Distribution Type

Describes in which way the call was sent to the user. 

Id

Name

1 Direct
2 Broadcast
3 Pickup
4 Pickup Through Transfer
5 Direct Conference
6 Pickup Conference

ūüĒć Directly relates to the "Queue"¬†Workflow Activity¬†which defines¬†Distribution Type¬†setting.

 
 

Modality

Describes the modality (communication channel) of handled tasks.

Id

Name

0 Used for Data Aggregation (not modality-specific)
1 Audio / Video 
2 Instant Messaging
3 External Tasks
4 Email

ūüĒćNote that Data Aggregation is done in specific time intervals per modality in both Service and User sessions.

 
 

Task Type

Describes the type of a task.

Id

Name

TaskDirectionId

IsService

TaskTypeGroupId

0 Inbound Service 1 TRUE 1
1 Call on Behalf 2 TRUE 2
2 Outbound Service Call 2 TRUE 2
3 Inbound Direct 1 FALSE 3
4 Outbound Direct 2 FALSE 4

ūüĒć Also refer to the "Tasks" tab in Slowly Changing Dimensions.

 
 

Transfer Session

Describes Transfer Session source and targets and results

TransferSessionDestinationTypes

Id

Name

1 User
2 Service
3 External

TransferSessionTypes

Id

Name

DestinationTypeId

1 User to User 1
2 User to Service 2
3 User to External 3
4 Service to User 1
5 Service to Service 2
6 Service to External 3

UserTransferActionTypes

Id

UserTransferActionTypeName

1 Blind Transfer
2 Safe Transfer
3 Consultative Transfer

 

 TransferSessionOutcomes

Id

Name

MeansSuccessful

111 Successful User Transfer to User 1
112 Successful User Transfer to Service 1
113 Successful User Transfer to External 1
121 Successful Service Transfer to User 1
122 Successful Service Transfer to Service  1
123 Successful Service Transfer to External 1
511 Failed User Transfer to User 0
512 Failed User Transfer to Service 0
513 Failed User Transfer to External 0
521 Failed Service Transfer to User 0
522 Failed Service Transfer to Service  0
523 Failed Service Transfer to External 0
611 Failed 0
 
 

User State Type

Describes the status of the user, defining the ability to handle tasks.

Id

Name

1 Offline
2 Off Duty
3 Selectable
4 Not Selectable
5 Ringing
6 Connected
7 After Call Work

ūüĒć Also refer to¬†User States.

 
 

 

 

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