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Setting Up the Benchmarks and Targets Table

The benchmarks and targets subject area is used to establish targets for various metrics for your Contact Center and also capture industry benchmarks for the same metrics. The values of these metrics are calculated using the Contact Center Performance subject area and are compared to the Benchmarks and Targets table to evaluate the performance of your Contact Center.

When setting up the Benchmarks and Targets table you must consider the following:

• The file_cntct_cntr_bnchmrk_tgt.csv file must supply the effective date range for each benchmark record. The date range is used to identify the appropriate benchmark to compare with the actuals and the determination of other metrics such as the Service Level. Actuals refers to the actual value of the metric (during the period) as opposed to the planned or targeted value of the metric.
• You need to supply an appropriate date range for the benchmark records. For example, if the benchmark records do not vary over time, a large date range can be used as shown in the following table:

• The Benchmarks and Targets table is preconfigured at the contact level. You can define other benchmarks and targets, for example, an Hourly-Total-Hold-Duration benchmark, and these can be added using the extension columns in the data warehouse. For more information on the methodology for storing additional data in the data warehouse, see Customizing the Oracle Business Analytics Warehouse.
• For each dimension in the Benchmark and Targets fact table, you can decide if a benchmark or target varies by that dimension or not. If you choose to keep a benchmark or target constant over a dimension, you need to supply a question mark (?) as the value for the dimension ID. In addition, the metric needs to be leveled in the analytic repository (RPD) at the grand-total level of that dimension. This dimension ID also needs to be removed from the join in the SQL statement in the PLP_ContactCenterPerformanceServiceLevelAggregate mapping. If you choose to vary a benchmark or target by a dimension, you need to provide benchmark or target for each value of the dimension.
• The FORECAST_CNTCT_CNT table in the source file is preconfigured to forecast the number of calls for a day for a combination of dimensions.

The Benchmarks and Targets table is preconfigured with the smallest effective date range of a day. To changing the grain to be hourly, perform the following procedure.

To configure the grain of the Benchmarks and Targets table as an hourly level

1. Add the Hour WID to the W_CNTCT_CNTR_BNCHMRK_TGT_F fact table.
2. Modify the SDE_Universal_ContactCenterBenchmarkTargetFact and SIL_ ContactCenterBenchmarkTargetFact mappings to populate the Hour WID based on the Period Start Date and Period End Date.

   These dates need to fall on the hour boundaries and not in the middle of an hourly interval.

3. Modify the PLP_ContactCenterPerformanceRepHourAggregate_Load mapping SQL statement to now join also on Hour WID to the Benchmarks and Targets table.
4. Modify the metadata in the repository to include the new physical and logical joins to the W_HOUR_OF_DAY_D dimension.
5. Set the content pane settings on the fact table to the newly added Hour (Time) dimension in the RPD file.

To set up the Benchmarks and Targets table

1. Open the file_cntct_cntr_bnchmrk_tgt.csv file using Microsoft WordPad or Notepad in the $PMRootDir\SrcFiles folder.
2. Type in your data to load the Benchmarks and Targets.
3. Save and close the file.