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

About Configuring Contact Status Type Column

The IA_STATUS is a dimension class table that tracks various classes of status such as those associated with the purchase orders, requisitions, shipments, inventory, customer cases, contact statuses, and so on. These classes are differentiated by the STATUS_TYPE column.

For the Siebel Enterprise Contact Center Analytics application one of the important statuses is the Contact Status. All contacts made either by the customer to your organization, or by your organization to a customer, are assigned a status. Examples include:

• customer abandoned call before contact
• customer abandoned call during contact
• contact completed

The contact statuses that you want to load into the Siebel Customer-Centric Enterprise Warehouse are provided in the file_status.csv source file to be stored in the IA_STATUS table with the STATUS_TYPE column set to the CONTACT_STATUS domain value.

The IA_STAT_TYPE_CODE column in the IA_STATUS table also contains domain values. The four domain values ABANDONED, RELEASE, DISCONNECTED, and HANGUP, are used in the computation of contact center performance metrics. Therefore, it is critical that while you load all your Contact Statuses through the source file, the records are mapped into the appropriate IA_STAT_TYPE_CODE domain value.

To resolve the CNTCT_STATUS_KEY dimension key in IA_CNTCTREP_SNP fact table, the IA_CNTCTREP_SNP table is joined with IA_STATUS through the CNTCT_STATUS_ID column and the SOURCE_ID column. For the CNTCT_STATUS_KEY dimension key to resolve properly in the IA_CNTCTREP_SNP fact table, you must verify that the CNTCT_STATUS_ID column and the SOURCE_ID column values in file_cntctrep_snp.csv match with the KEY_ID column and the SOURCE_ID column values in the file_status.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.