Dimension Tables
Dimensions are used to filter data within the fact tables and to group this data for any field of the dimension table. Dimensions about configuration objects are kept all time, even if they get deleted within the source system (they get the suffix "deleted" within the name in this case).
"Fact dimensions" are generated from the content of the fact tables. They are limited to include values of the last 90 days due to performance reasons and comfort.
CHANNEL TYPE
Definition: Dimension for the type of the channel
Main data source: All fact tables
| Field name | Description |
|---|---|
| Channel Type | Type of channel like telephony, email, chat or social |
CUSTOMER EMAIL
Definition: Dimension for the email address of the customer (only for Webex Contact Center)
Main data source: vFACT_TASKDETAILS
| Field name | Description |
|---|---|
| Customer Email | Email address of the customer (sender) |
CUSTOMER NAME
Definition: Dimension for the name of the customer (only for Webex Contact Center)
Main data source: vFACT_TASKDETAILS
| Field name | Description |
|---|---|
| Customer Name | Complete name of the customer if the contact was identified and matching with the customer database of Webex Contact Center |
CUSTOMER PHONE
Definition: Dimension for the phone number of the customer (only for Webex Contact Center)
Main data source: vFACT_TASKDETAILS
| Field name | Description |
|---|---|
| Customer Phone | Phone number of the customer (caller for inbound, called party for outdial and outbound) |
DATE
Definition: Date calendar built by the system
Main data source: vDIM_DATE
| Field name | Description |
|---|---|
| Date | Complete date containing day, month and year |
| Day | Day number |
| Day of Year | Day number within the year (1-366) |
| Hierarchy | Hierarchy containing Year, Month Name Year, Year Week and Date |
| Month | Month number |
| Month Name | Full name of Month |
| Month Name Year | Short name of Month and Year number |
| Month Year | Month number and Year number separated by "-" |
| Quarter | Quarter sign "Q" and quarter number |
| Week | Week number |
| Week (ISO) | Week number based on ISO 8601 |
| Weekday | Weekday number |
| Weekday Name | Full name of the weekday |
| Year | Year number |
| Year Month | Year number and month number separated by "-" |
| Year Week | Year number and week number separated by "-" |
| Year Week (ISO) | Year number and week number (based on ISO 8601) separated by "-" |
DIAL NUMBER
Definition: Dimension for the Entry-DN of the Webex Contact Center
Main data source: vDIM_DIALNUMBER
| Field name | Description |
|---|---|
| Dial Number | Phone number to access the Webex Contact Center Flow (incoming and outgoing) |
ENTRY POINT
Definition: Dimension for the Entry-Point of the Webex Contact Center
Main data source: vDIM_ENTRYPOINT
| Field name | Description |
|---|---|
| Channel Type | Type of channel assigned to the Entry Point (telephony, email, chat or social) |
| description | Description text (optional) |
| Direction | In which direction the Entry Point is used (inbound or outbound) |
| Entry Point | Name of the Entry Point |
| Service Level Threshold | Configured threshold in seconds, used to measure the service level |
| timezone | Time zone to which the Entry Point belongs to |
IDLE CODE
Definition: Dimension for the idle code status (only for Webex Contact Center)
Main data source: vFACT_AGENTACTIVITIES
| Field name | Description |
|---|---|
| Idle Code Name | Name of the idle code assigned by agents when entering the idle state |
QUEUE
Definition: Dimension for the Queue of the Webex Contact Center
Main data source: vDIM_QUEUE
| Field name | Description |
|---|---|
| Channel Type | Type of channel assigned to the Queue (telephony, email, chat or social) |
| description | Description text (optional) |
| Queue | Name of the Queue |
| Queue Type | In which direction the Queue is used (inbound or outbound) |
| Service Level Threshold | Configured threshold in seconds, used to measure the service level |
| timezone | Time zone to which the Queue belongs to |
SITE
Definition: Dimension for the site of the agent (only for Webex Contact Center)
Main data source: vDIM_SITE
| Field name | Description |
|---|---|
| Country | Name of the country like Switzerland |
| Country A-2 Code | Country A2-Code like CH, US, DE (used for map charts) |
| Country A-3 Code | Country A3-Code like CHE, USA, DEU (currently not used) |
| Latitude | Latitude of the location (used for map charts) |
| Longitude | Longitude of the location (used for map charts) |
| Site | Name of the site |
TEAM
Definition: Dimension for the team of the agent (only for Webex Contact Center)
Main data source: vDIM_TEAM
| Field name | Description |
|---|---|
| Team | Name of the agent team |
TIME INTERVAL
Definition: Time intervals built by the system
End timestamps of the facts are joined with the corresponding time intervals for the selected time zone
Main data source: vDIM_TIMEINTERVAL
| Field name | Description |
|---|---|
| 15 Minute | Range of the 15-minute interval (10:00-10:15) |
| Half Hour | Range of the half hour interval (10:00-10:30) |
| Hour | Range of the hourly interval (10:00-11:00) |
| Interval Start Time | Start time of the 15-minute interval (00:10:00) |
TIME ZONE
Definition: List of time zones enabled for the system
See the list of supported time zones
Main data source: vDIM_TIMEZONE
| Field name | Description |
|---|---|
| Time Zone | Time zone ID from the list of supported time zones (e.g. W. Europe Standard Time) |
USER
Definition: Dimension for the user of the Webex Contact Center and/or Webex Calling
Main data source: vDIM_USER
| Field name | Description |
|---|---|
| Address | Street and number |
| City | Name of the city |
| Country | Country A2-Code like CH, US, DE (used for map charts) |
| Department | Definition of the department |
| First Name | First name of user |
| Last Name | Surname of user |
| Place | Composite field of all geographical information |
| Postal Code | Postal code |
| Region | State or province |
| Title | Definition of the title |
| User Name | Display name of agent (combination of surname and first name based on configuration setting including a "deleted" suffix) |
USER GROUP (current)
Definition: Dimension for the group where the users currently belong to (assigned within Webex Control Hub)
Main data source: vDIM_USER_GROUP
| Field name | Description |
|---|---|
| User Group | Name of the group |
USER LOCATION (current)
Definition: Dimension for the location where the users currently belong to (assigned within Webex Control Hub)
Main data source: vDIM_LOCATION
| Field name | Description |
|---|---|
| City | Name of the city |
| Country | Country A2-Code like CH, US, DE (used for map charts) |
| Country State | Country code and state code like CH-BE |
| Latitude | Latitude of the location (used for map charts) |
| Longitude | Longitude of the location (used for map charts) |
| Place | Composite field of all geographical information |
| User Location | Name of the user location |
VARIABLE 11 - 20
Definition: Dimension for the global variable of the Webex Contact Center that is mapped
Main data source: vFACT_TASKLEGDETAILS
| Field name | Description |
|---|---|
| var11 – var20 | Content of the variable that was set during the flow. |
| Variable 11 – 20 Name | Name of the global variable |
VARIABLE INFO
Definition: Dimension for the global variable mapping of the Webex Contact Center
Main data source: vDIM_GLOBALVARIABLE
| Field name | Description |
|---|---|
| Description | Description of the global variable |
| Field Name | Name of the variable field (corresponding with dimension) where the global variable is mapped to (e.g. var11) |
| Field Type | Type of the global variable (String, Integer, Boolean, Decimal or Date Time) |
| Variable Name | Name of the global variable |
WRAPUP CODE
Definition: Dimension for the wrapup code (only for Webex Contact Center)
Main data source: vFACT_TASKLEGDETAILS
| Field name | Description |
|---|---|
| Wrapup Code Name | Name of the wrapup code assigned by agents when finishing up a task handling |