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

Setting Up the Representative Activities Table

When setting up the Representative Activities table you must consider the following:

• All events in the Representative Activities table are time span events. The events are not point in time events.
• The calculation of the Actual, Scheduled, Login, and Break durations are based on the event durations in the source-system data. To avoid duplication in a representative's time, the representative activity records must not overlap in time. For example, if the Login and Break activities overlap in time in the source-system data, then the time durations are counted towards both categories.
• The hourly aggregate is the lowest level of aggregation provided. Representatives are counted as present for an hourly bucket if they are present for any part of that hour. For example, if a representative activity starts at 9.45 A.M. and ends at 10.45 A.M., the representative is counted as present for 9-10 A.M. and 10-11 A.M. time buckets. No weight factor is used to indicate the representative is available for part of the hour. However, the duration of activities are apportioned into the two hourly buckets.
• The number of breaks a representative takes is calculated by counting the number of break records. There is one break record for each representative for each break (scheduled or actual). If a break is split into multiple records in the source system, then it is counted as multiple breaks in the Siebel Customer-Centric Enterprise Warehouse.
• If a representative's activity spans across the date boundary, then you must provide two different records for that representative for the same activity with different activity start dates and times. For example, if a representative logs on to the Automatic Call Distributor (ACD) system at 23:30 on January 4, 2004 and logs off from the ACD system at 00:30 on January 5, 2004, then create two records in the file_rep_actvts.csv flat file interface, as shown in the following table.

To set up the Representative Activities table

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