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About Configuring the Event Type Columns

The IA_EVENT_TYPES is a dimension class table which tracks various types of events. This dimension table plays multiple roles in the Siebel Enterprise Contact Center Analytics application. The various roles are described in the following section.

The Activity Type Column

Contact center representatives engage in various activities, such as logging into the Automated Call Distributor (ACD) system to handle customer calls, taking a scheduled break, taking an unscheduled break, and so on. All such activities that you want to load into the warehouse should be provided in the file_event_types.csv source file to be stored in the IA_EVENT_TYPES table with the EVENT_CLASS column set to the CONTACT_CENTER_REP_ACTIVITY domain value.

The ACTIVITY_TYPE_KEY dimension key in IA_REP_ACTVTS fact table identifies the nature of the activity. This key is resolved using the IA_EVENT_TYPES table. To resolve the ACTIVITY_TYPE_KEY dimension key in IA_REP_ACTVTS table, the IA_REP_ACTVTS and IA_EVENT_TYPES tables are joined through the ACTIVITY_TYPE_ID column and the SOURCE_ID column. For the ACTIVITY_TYPE_KEY dimension key to resolve properly in the IA_REP_ACTVTS fact table, you must verify that the ACTIVITY_TYPE_ID column and the SOURCE_ID column values in file_rep_actvts.csv file match with the KEY_ID column and the SOURCE_ID column values in the file_event_types.csv file. If the two columns do not match for a particular record, the fact load mapping cannot resolve the dimension key for that fact record.

Call Type (or Contact Type) Column

In a contact center there are various reasons for which customers contact an organization and organizations contact a customer. The contact can happen through various channels, such as phone, online chat, email, fax, and so on.

Some of the reasons for a customer to contact your organization include:

• Placing an order for a product or service.
• Lodging a complaint.
• Inquiring about a product offering.

Some of the reasons for your organization to contact a customer include:

• Performing a customer satisfaction survey.
• Following up on an inquiry.

The call types that you want to load into the Siebel Customer-Centric Enterprise Warehouse are provided in the file_event_types.csv source file to be stored in the IA_EVENT_TYPES table with the EVENT_CLASS column set to the CONTACT_TYPE domain value.

The CALL_TYPE_KEY dimension key in IA_ACD_EVENTS fact table identifies the type of call. This key is resolved using the IA_EVENT_TYPES table. To resolve the CALL_TYPE_KEY dimension key in IA_ACD_EVENTS fact table, the IA_ACD_EVENTS and IA_EVENT_TYPES tables are joined through the CALL_TYPE_ID column and the SOURCE_ID column. For the CALL_TYPE_KEY dimension key to resolve properly in the IA_ACD_EVENTS fact table, you must verify that the CALL_TYPE_ID column and the SOURCE_ID column values in file_acd_events.csv file match with the KEY_ID column and the SOURCE_ID column values in the file_event_types.csv file. If the two columns do not match for a particular record, the fact load mapping cannot resolve the dimension key for that fact record.

The CONTACT_TYPE_KEY dimension key in IA_CNTCTREP_SNP fact table identifies the same information and it is resolved in a similar process. It requires the CNTCT_TYPE_ID column and the SOURCE_ID column values in the file_cntctrep_snp.csv file to match with the KEY_ID column and the SOURCE_ID column values in the file_event_types.csv file.

Call Event Type Column

In a call center, the Computer Telephony Integration (CTI) system tracks each activity associated with a call, including:

• Call placed in queue to be answered
• Call answered by a contact representative
• Call placed on hold by a contact representative
• Call transferred from one contact representative to another
• Call hung up by the customer

The call events that you want to load into the Siebel Customer-Centric Enterprise Warehouse are provided in the file_event_types.csv source file and stored in the IA_EVENT_TYPES table with the EVENT_CLASS column set to INTRA_CALL_ACTIVITY.

To resolve the CALL_EVENT_TYPE_KEY dimension key in IA_ACD_EVENTS fact table, the IA_ACD_EVENTS and IA_EVENT_TYPES tables are joined through the CALL_EVENT_TYPE_ID column and the SOURCE_ID column. For the CALL_EVENT_TYPE_KEY dimension key to resolve properly in the IA_ACD_EVENTS fact table, you must verify that the CALL_EVENT_TYPE_ID column and the SOURCE_ID column values in file_acd_events.csv file match with the KEY_ID column and the SOURCE_ID column values in the file_event_types.csv file. If the two columns do not match for a particular record, the fact load mapping cannot resolve the dimension key for that fact record.

After-Call Work Activity (ACW) Type Column

On many occasions, contact representative are required to perform certain tasks after the contact. These tasks might include creating a follow-up action item list, dispatching the case from the contact to a particular group, and so on. These activities are known as after-call work (ACW) activities. The call events that you want to load into the Siebel Customer-Centric Enterprise Warehouse are provided in the file_event_types.csv source file and stored in the IA_EVENT_TYPES table with the EVENT_CLASS column set to the ACW_ACTIVITY_TYPE domain value.

To resolve the ACW_ACT_TYPE_KEY dimension key in IA_CNTCTREP_SNP fact table, the IA_CNTCTREP_SNP table is joined with IA_EVENT_TYPES table through the ACW_ACT_TYPE_ID column and the SOURCE_ID column. For the ACW_ACT_TYPE_KEY dimension key to resolve properly in the IA_CNTCTREP_SNP fact table, you must verify that the ACW_TYPE_TYPE_ID column and the SOURCE_ID column values in the file_cntctrep_snp.csv file match with the KEY_ID column and the SOURCE_ID column values in the file_event_types.csv file. If the two columns do not match for a particular record, the fact load mapping cannot resolve the dimension key for that fact record.