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Siebel Customer-Centric Enterprise Warehouse Installation and Configuration Guide > Configuring Siebel Enterprise Contact Center Analytics >
Configuring Flags for Siebel Enterprise Contact Center Analytics
Many of the fact and dimension tables within the Siebel Enterprise Contact Center Analytics application use flag fields to provide value-added information pertaining to a contact or contact representative. These flag fields are configurable and include the following: - CONSULT_ FLAG
- CONFERENCE_FLAG
- PERTINENT_ INFO_FLG
- CNTCT_MTCH_FLAG
- IVR_FLAG
The possible values for these flag fields in the data warehouse tables are Y or N. However, there is a conversion process to set these values. If you input any value other than N in the flat file interface, the flag defaults to Y. On the other hand, if you supply N, then the flag retains N as the flag's value. If you want to change this default logic, you can do so by changing the expression clause in the Expression transformation within the extract mapping. For example, if you want to change the default value of flag fields to N, so that any input value for the flag fields in the flat file interface other than Y is set to N, then you have to change the expression clause from: IIF(<name_of_flag_port> != 'N', 'Y', 'N')
to:
IIF(<name_of_flag_port> != 'Y', 'N', 'Y')
See Table 31 for a list of all flags that you can reconfigure, the corresponding Expression transformations and mappings that contains the flag's default definition, and a description of each flag's value.
Table 31. Configurable Flag Values and Descriptions
|
Applicable Mappings and Expression Transformations |
|
|
CONSULT_ FLAG |
M_F_CNTCTREP_SNP_EXTRACT EXP_CNTCTREP_SNP_EXTRACT |
Y |
Indicates that the contact representative consulted with other contact representatives during the course of the call or contact. |
N |
Indicates that the contact representative did not consult with other contact representatives during the course of the call or contact. |
CONFERENCE_FLAG |
M_F_CNTCTREP_SNP_EXTRACT EXP_CNTCTREP_SNP_EXTRACT |
Y |
Indicates that the contact representative conferenced with other contact representatives during the course of the call or contact. |
N |
Indicates that the representative did not conference with other representatives during the course of the call or contact. |
PERTINENT_ INFO_FLG |
M_F_CNTCTREP_SNP_EXTRACT EXP_CNTCTREP_SNP_EXTRACT |
Y |
Indicates that the pertinent information was available for the contact. |
N |
Indicates that the pertinent information was not available for the contact. |
CNTCT_MTCH_FLAG |
M_F_CNTCTREP_SNP_EXTRACT EXP_CNTCTREP_SNP_EXTRACT |
Y |
Indicates that the contact was matched with the existing customer data using Customer Entered Digits (CED), such as PIN numbers, account numbers, or social security numbers. |
N |
Indicates that the contact could not be matched with the existing customer data using Customer Entered Digits (CED), such as PIN numbers, account numbers, or social security numbers. |
N |
Indicates that the event associated with the call was not recorded in the IVR system. |
To configure a flag for Siebel Enterprise Contact Center Analytics
- In PowerCenter Designer, open the Configuration for Universal Source folder.
- Open the applicable mapping.
For example, if you want to change the default logic for the CONSULT_ FLAG, open the M_F_REP_ACTVTS_EXTRACT mapping.
- Double-click the applicable Expression transformation to display the applicable port.
For example, if you want to change the logic for the CONSULT_ FLAG port, double-click the EXP_CNTCTREP_SNP_EXTRACT Expression transformation. Locate the CONSULT_ FLAG port.
- In the Ports tab, modify the default SQL statement for the flag port.
For example, if you wanted to change the default CONSULT_ FLAG statement:
IIF(CONSULT_ FLAG != 'N','Y','N')
You can change it as follows:
IIF(CONSULT_ FLAG != 'Y','N','Y')
- Validate and save your changes to the repository.
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