Bookshelf v10.1.3.2: Setting Up the IVR Menu and IVR Navigation Profile Tables

The IVR Menu Dimension table W_IVR_MENU_D stores information about each menu point in the Interactive Voice Response System. The Integration_id in this table uniquely identifies a IVR MENU and is used as the dimension identifier IVR_MENU_ID in the ACD Event Fact fact table, W_ACD_EVENT_F.

If a call has n number of consecutive IVR events without any transfer to a contact representative, the NAV_PATH_ID for that call is identified as MENU1-MENU2-MENU3-........-MENUn where MENUm is the IVR_MENU_ID of the mth event in that call. The NAV_PATH_ID is used to determine the navigation profile dimension key for a call.

It is recommended that the Integration_Id of the IVR MENU dimension W_IVR_MENU_D does not exceed 10 characters in order to keep the NAV_PATH_ID within the defined size limit of 255 characters.

Determining Navigation Profile and Transfer Flag for a Call

If a call has multiple transfer from IVR to Rep or REP to IVR, a Navigation Profile is determined for each segment of the call that was completely within the IVR system. For example, suppose a call had eight events as given below.

Table 54.
CallId	Event Type	Event Sequence Number	Menu Id
20060104-C1	IVR	1	MENU1
20060104-C1	IVR	2	MENU2
20060104-C1	IVR	3	MENU3
20060104-C1	REP	4
20060104-C1	IVR	5	MENU4
20060104-C1	IVR	6	MENU5
20060104-C1	IVR	7	MENU6
20060104-C1	IVR	8	MENU7

There will be two NAV_PATH_ID for both IVR segment of the call. Transfer Flag will be 'Y' for the first segment because the call was transferred to REP after this segment and it will be 'N' for the next segment where it completed in IVR itself.

Table 55.
CallId	NAV PATH ID	Transfer Flag
20060104-C1	MENU1-MENU2-MENU3	Y
20060104-C1	MENU4-MENU5-MENU6	N

The mapping PLP_IVRNavigation Profile Dimension will load two records in the IVR Navigation Profile Dimension table W_IVR_NAV_PROFL_D, one for NAV_PATH_ID "MENU1-MENU2-MENU3" and "MENU4-MENU5-MENU6" and create unique surrogate key for each of them. If any NAV_PATH_ID already exists in the table W_IVR_NAV_PROFL_D and is Effective on the day when the call was made, that record will not be inserted.

Slowly Changing Dimension Behavior of IVR Menu and IVR Navigation Profile Dimensions

IVR Menu dimension is configured as a slowly changing dimension. The history of any change in the following attributes will be maintained in the IVR Menu Dimension.

When one or more of the above listed attributes change, the new record is inserted in W_IVR_MENU_D and a new dimension key (ROW_WID) is assigned to it. This change, in turn, result into a change in all the Navigation Profiles which has this MENU_WID at any position from 1 to 15th. The history of this change is maintained in the IVR Navigation profile dimension table, W_IVR_NAV_PROFL_D.