Dimensions
Dimensions represents the configuration and grouping objects within the Contact Center and the Data Model. They are used to filter data within the fact tables.
Dimensions are loaded and updated separately from the Cisco system and objects will be kept permanently, even if they are deleted in the Cisco system (they are renamed with a "deleted" suffix). Only agent to team assignments will change or disappear accordingly.
AGENT
Definition: Dimension for agent
Main data source: Agent and Person
| Field name | Description |
|---|---|
| Agent Name | Full name of agent (combination of surname and first name) |
| Enterprise Name | EnterpriseName of agent |
| First Name | First name of agent |
| Last Name | Surname of agent |
AGENT TEAM
Definition: Dimension for team
Main data source: Agent_Team
| Field name | Description |
|---|---|
| Description | Description given for the team |
| Team Name | Name of agent team |
BUSINESS UNIT
Definition: Dimension for business unit
Main data source: pbi_BusinessUnit
| Field name | Description |
|---|---|
| Business Unit | Name of the business unit (highest level of hierarchy) |
| Description | Description given for the business unit |
CALLTYPE
Definition: Dimension for call type
Main data source: Call_Type
| Field name | Description |
|---|---|
| CallType | Name of call type (corresponds to the name of the Call Center Service) |
| Description | Description given for the call type |
| Focus | 1 if the call type is not relevant for the service level (like entry call types) |
| Service Level Threshold | Service Level threshold in seconds |
DATE
Definition: Date calendar built using DAX Expressions, available for the whole year where fact data is available
Main data source: all fact tables and DAX
| Field name | Description |
|---|---|
| Date | Complete date containing day, month and year |
| Day | Day number |
| Hierarchy | Hierarchy containing Year, Quarter, Month Name and Day |
| Month | Month number |
| Month Name | Full name of Month |
| Quarter | Quarter sign "Q" and quarter number |
| Week | Week number |
| 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 "-" |
LANGUAGE
Definition: Dimension for language
Main data source: pbi_Language
| Field name | Description |
|---|---|
| ISO Code | ISO code of the language |
| Language | Name of the language |
LOCATION
Definition: Dimension for location
Main data source: pbi_Location
| Field name | Description |
|---|---|
| Country | Name of the country for the location |
| Country A-2 Code | Country A2 code for the location |
| Country A-3 Code | Country A3 code for the location |
| Latitude | Latitude of the location |
| Location | Name of the location |
| Longitude | Longitude of the location |
MEDIA
Definition: Dimension for the media
Main data source: Media_Routing_Domain
| Field name | Description |
|---|---|
| Media | Name of media for the contact |
ORG UNIT
Definition: Dimension for organisational unit
Main data source: pbi_OrgUnit
| Field name | Description |
|---|---|
| Description | Description given for the organisational unit |
| Org Unit | Name of the organisational unit |
ORIGINATOR
Definition: Originator-Filterlist populated out of fact data for incoming tasks and direct calls
Main data source: FACT_INBOUND and FACT_AGENT_DIRECT_CALLS
| Field name | Description |
|---|---|
| Originator (ANI) | Telephone number of caller or sender of the first route request when entering the system (begin of contact) |
QUEUE
Definition: Dimension for skill group and precision queue
Main data source: Skill_Group and Precision_Queue
| Field name | Description |
|---|---|
| Description | Description given for the queue |
| Queue | Name of skill group (Queue). With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
REASON CODE
Definition: Dimension for the reason code and the configured category
Main data source: Reason_Code and t_Reason_Code_Category
| Field name | Description |
|---|---|
| Category Name | Name given for the category |
| CategoryID | Number of the category (1 to 20) |
| Productive | 0 if nonproductive, 1 if productive |
| Reason Code | Number of the reason code |
| Reason Text | Name given for the reason code |
Short Call Threshold
Definition: Filter-Input for the Short Call Threshold (range of Abandon Wait Time included into your data)
Main data source: FACT_INBOUND
| Field name | Description |
|---|---|
| Short Call Threshold (s) | Waiting time in seconds from searching for an agent until the task has been abandoned |
TIME
Definition: Time intervals built using DAX Expressions
Main data source: DAX
| Field name | Description |
|---|---|
| Half Hour Start Time | Start time of the half hour (e.g. 14:30:00) |
| Hour Start Time | Start time of the full hour (e.g. 14:00:00) |
| Interval Start Time | Start time of the 15 min. interval (e.g. 14:45:00) |
TR Consulted AGENT
Definition: Dimension for agent, joined on ConsultAgentID of FACT_AGENT_INBOUND_CONSULTATIONS
Main data source: Agent and Person
| Field name | Description |
|---|---|
| Consulted Agent Name | Full name of the agent that was called |
TR Consulted AGENT TEAM
Definition: Dimension for team, joined on TR Consulted AGENT
Main data source: Agent_Team
| Field name | Description |
|---|---|
| Consulted Team Name | Name of agent team that was called |
TR Consulted CALLTYPE
Definition: Dimension for call type, joined on ConsultCallTypeID of FACT_AGENT_INBOUND_CONSULTATIONS
Main data source: Call_Type
| Field name | Description |
|---|---|
| Consulted CallType | Name of the call type that was called |
TR Consulted LOCATION
Definition: Dimension for location, joined on TR Consulted AGENT
Main data source: pbi_Location
| Field name | Description |
|---|---|
| Consulted Country | Name of the country for the location that was called |
| Consulted Location | Name of the location that was called |
TR Consulted NUMBER
Definition: Consulted number filter list populated out of fact data for consultation calls
Main data source: FACT_AGENT_INBOUND_CONSULTATIONS
| Field name | Description |
|---|---|
| Consulted Number | Phone number that was called |
TR Consulted ORG UNIT
Definition: Dimension for the organisational unit, joined on ConsultAgentID of FACT_AGENT_INBOUND_CONSULTATIONS
Main data source: pbi_OrgUnit
| Field name | Description |
|---|---|
| Destination Org Unit | Name of the organisational unit that was called |
TR Destination AGENT
Definition: Dimension for agent, joined on DestinationAgentID of FACT_INBOUND_HANDLED
Main data source: Agent and Person
| Field name | Description |
|---|---|
| Destination Agent Name | Full name of the agent, where the task was transferred to |
TR Destination AGENT TEAM
Definition: Dimension for team, joined on TR Destination AGENT
Main data source: Agent_Team
| Field name | Description |
|---|---|
| Destination Team Name | Name of agent team, where the task was transferred to |
TR Destination CALLTYPE
Definition: Dimension for call type, joined on DestinationCallTypeID of FACT_INBOUND_HANDLED
Main data source: Call_Type
| Field name | Description |
|---|---|
| Destination CallType | Name of the call type, where the task was transferred to |
TR Destination LOCATION
Definition: Dimension for location, joined on TR Destination AGENT
Main data source: pbi_Location
| Field name | Description |
|---|---|
| Destination Country | Name of the country for the location, where the task was transferred to |
| Destination Location | Name of the location, where the task was transferred to |
TR Destination NUMBER
Definition: Transfer number filter list populated out of fact data for incoming handled tasks
Main data source: FACT_INBOUND_HANDLED
| Field name | Description |
|---|---|
| Destination Number | Phone number, where the call was transferred to |
TR Destination ORG UNIT
Definition: Dimension for the organisational unit, joined on DestinationAgentID of FACT_INBOUND_HANDLED
Main data source: pbi_OrgUnit
| Field name | Description |
|---|---|
| Destination Org Unit | Name of the organisational unit, where the task was transferred to |
TR Source AGENT
Definition: Dimension for agent, joined on SourceAgentID of FACT_INBOUND
Main data source: Agent and Person
| Field name | Description |
|---|---|
| Source Agent Name | Full name of the agent, from where the task was transferred |
TR Source AGENT TEAM
Definition: Dimension for team, joined on TR Source AGENT
Main data source: Agent_Team
| Field name | Description |
|---|---|
| Source Team Name | Name of agent team, from where the task was transferred |
TR Source CALLTYPE
Definition: Dimension for call type, joined on SourceCallTypeID of FACT_INBOUND
Main data source: Call_Type
| Field name | Description |
|---|---|
| Source CallType | Name of the call type, from where the task was transferred |
TR Source LOCATION
Definition: Dimension for location, joined on TR Source AGENT
Main data source: pbi_Location
| Field name | Description |
|---|---|
| Source Country | Name of the country for the location, from where the task was transferred |
| Source Location | Name of the location, from where the task was transferred |
TR Source ORG UNIT
Definition: Dimension for the organisational unit, joined on SourceAgentID of FACT_INBOUND
Main data source: pbi_OrgUnit
| Field name | Description |
|---|---|
| Source Org Unit | Name of the organisational unit, from where the task was transferred |
WRAPUPDATA
Definition: Wrapup-Data-Filterlist populated out of fact data for incoming handled tasks
Main data source: FACT_INBOUND_HANDLED
| Field name | Description |
|---|---|
| Wrapup Data | Task classification which was set by the agent in the wrap-up stage |