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Excluding Representative Data for Post-Load Processing

This section contains information about excluding representative data from contact representative and organization performance aggregate tables for post-load processing.

You may want to exclude certain contact representatives from the aggregation process for various reasons. For example, you may want to exclude representatives who are on vacation, or who are working on special projects.

The default configuration calculates contact-related information for all contact representatives in the enterprise. There are five aggregate tables supplied with the Oracle Contact Center Telephony Analytics application for improving the performance of the dashboards and reports:

• W_CNTCT_CNTRC_PERF_REP_HOUR_A
• W_CNTCT_CNTR_PERF_REP_DAY_A
• W_CNTCT_CNTR_PERF_REP_MONTH_A
• W_CNTCT_CNTR_PERF_ORG_HOUR_A
• W_CNTCT_CNTR_PERF_ORG_DAY_A

To exclude data about specific representatives from the aggregation calculation

1. In PowerCenter Designer, open the Configuration for Post Load Processing folder.
2. Open the PLP_ContactCenterPerformanceRepAggregate_Extract mapping.
3. Double-click the EXP_CNTCT_CNTR_PERF transformation.
4. Locate the EXCLUSION_IND_FLG port.
5. This port is preconfigured with a value of N indicating that all rows are included in the aggregates. Change this logic to include your logic to determine which groups of records you want to exclude.
6. Validate and save the mapping to the repository

   NOTE:  If you exclude data from an aggregate table, you also need to apply the same filter to the Logical Table Source corresponding to the W_CNTCT_CNTR_PERF_F base fact table in the repository metadata (Fact Service Contact Center Performance logical table). The metrics computed from the base fact tables are now consistent with those computed from the aggregate tables.