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Configuring Dates and Times

Local date and time in Siebel Enterprise Contact Center Analytics application calculations and analysis refers to the date and time at the contact's location. However, given different time zones and reporting requirements, you may need to use another date and time. To do so, you must supply these values through the flat file interface.

For example, when doing any period-based calculations or analysis on representative activities, prepackaged logic uses the ACTIVITY_START_LDT and ACTIVITY_END_LDT local date column values from the IA_REP_ACTVTS table. However, if you do not want to use the local dates, then pass the new dates in the ACTIVITY_START_DT and ACTIVITY_END_DT columns into the file_rep_actvts.csv flat file interface.

If you change the dates and times, you must do it consistently for all rows in the given table. For example, you cannot have some rows using local dates and times, while other rows are use a different time zone. Table 30 provides a list of the applicable local date columns for each relevant table.

To provide new dates in the flat file interface

1. Open the applicable flat file interface.
2. In the flat file interface, input the new dates in the *_DT fields.
3. Save your changes to the flat file interface.
4. Run a test load for 10 records to verify that your new dates are loaded into the applicable table.