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Setting Up the Representative Activities Table


When setting up the Representative Activities table you must consider the following:

  • All events in the Representative Activities table are time span events. The events are not point in time events.
  • The calculation of the Actual, Scheduled, Login, and Break durations are based on the event durations in the source-system data. To avoid duplication in a representative's time, the representative activity records must not overlap in time. For example, if the Login and Break activities overlap in time in the source-system data, then the time durations are counted towards both categories.
  • The hourly aggregate is the lowest level of aggregation provided. Representatives are counted as present for an hourly bucket if they are present for any part of that hour. For example, if a representative activity starts at 9.45 A.M. and ends at 10.45 A.M., the representative is counted as present for 9-10 A.M. and 10-11 A.M. time buckets. No weight factor is used to indicate the representative is available for part of the hour. However, the duration of activities are apportioned into the two hourly buckets. If the Local Time Zone is different from the warehouse time zone, the duration of activities will be apportioned in all the local and warehouse hours that had part of that activity.
  • The number of breaks a representative takes is calculated by counting the number of break records. There is one break record for each representative for each break (scheduled or actual). If a break is split into multiple records in the source system, then it is counted as multiple breaks in the Oracle Business Analytics Warehouse.
  • If a representative's activity spans across the date boundary, then you must provide two different records for that representative for the same activity, with different activity start dates and times. The same applies to the local date boundary as well. Hence, if an activity crosses the day boundary in warehouse time and local time at different points in time (due to time-zone difference between local and warehouse), there should be three records for that particular activity, each having an Activity start date that is the same as the Activity end date and the Activity start local date the same as the Activity end local date. For example, if a representative logs on to the Automatic Call Distributor (ACD) system at 23:30 on January 4, 2006 (23:00 on January 4, 2006 in local time) and logs off from the ACD system at 01:30 on January 5, 2006 (01:00 on January 5, 2006 in local time) then create three records in the file_rep_activity.csv flat file interface, as shown in the following table.
    Table 46. Setting up activities and date boundaries
    Rep
    Activity Type
    Activity Start Date
    Activity Start Time
    Activity End Date
    Activity End Time
    Activity Start Local Date
    Activity Start Local Time
    Activity End Local Date
    Activity End Local Time

    Rep1

    LOGIN

    01/04/2006

    23:30:00

    01/04/2006

    23:59:59

    01/04/2006

    23:00:00

    01/04/2006

    23:29:59

    Rep1

    LOGIN

    01/05/2006

    00:00:00

    01/05/2006

    00:29:59

    01/04/2006

    23:29:59

    01/04/2006

    23:59:59

    Rep1

    LOGIN

    01/05/2006

    00:30:00

    01/05/2006

    01:30:00

    01/05/2006

    00:00:00

    01/05/2006

    01:00:00

To set up the Representative Activities table

  1. Open the file_rep_activity.csv file using Microsoft WordPad or Notepad in the $PMRoot\SrcFiles folder.
  2. Type in your data to load the Representative Activities table.
  3. Save and close the file.
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