Siebel Customer-Centric Enterprise Warehouse Installation and Configuration Guide > Configuring Siebel Enterprise Contact Center Analytics >

Setting Up the Contact Representative Snapshot Table

The Contact Representative Snapshot table stores information at a contact and representative grain. For example, if a call is handled by two representatives, there are two records for that contact in the Contact Representative Snapshot table.

When setting up the Contact Representative Snapshot table you must consider the following:

• The Abandoned Contact Count, Answered Contact Count, Hangup Contact Count, and Released Contact Count metrics are counts of contacts based on the Contact Status. The Contact Representative Snapshot table is preconfigured to expect the Contact Status in the file_cntctrep_snp.csv file is to be at a Contact level. If you configure the Contact Status at the contact and representative level, you need to make sure that these aggregate metrics are defined at the contact and representative level in the appropriate workflows. You need to make any changes in the Select clause of the Source Qualifier SQL statement in the M_PLP_CC_REP_A1_LOAD mapping. You also need to configure the metadata in the repository file. You need to change the definitions of these metrics in the Logical Table Source that maps to the IA_CNTCTREP_SNP fact table.
• Answered contacts are defined as the contacts whose status is not marked as ABANDONED. The Answered Contact Count metric is calculated as follows:

  COUNT(DISTINCT (CASE WHEN IA_STATUS.IA_STAT_TYPE_CODE != 'ABANDONED' THEN IA_CNTCTREP_SNP.CNTCT_NUM END)).

  You can choose not to count calls which are completed in the Interactive Voice Response (IVR) as an answered call. You can exclude these contacts from the Answered Contact Count by assigning them a different or new Contact Status.

• As contacts are associated with a representative, a Contact Representative Identifier needs to be provided for each fact record. The IVR can be modeled as a virtual representative and assigned a Contact Representative Identifier. Calls waiting in a general queue, and not assigned to a representative, also need to be given their own Contact Representative Identifier.
• The majority of the data for the Contact Representative Snapshot table is sourced from the data in the file_acd_events.csv file. You must make sure that the source data is consistent across the file_acd_events.csv and file_cntctrep_snp.csv files.

To set up the Contact Representative Snapshot table

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