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About Configuring the Event Type Columns

The W_EVENT_TYPE_D table is a dimension class table which tracks various types of events. This dimension table plays multiple roles in the Oracle Contact Center Telephony 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_type.csv source file to be stored in the W_EVENT_TYPE_D table with the W_EVENT_CLASS column set to the REP ACTIVITY domain value.

The ACTIVITY_TYPE_WID dimension key in the W_REP_ACTIVITY_F fact table identifies the nature of the activity. This key is resolved using the W_EVENT_TYPE_D table. To resolve the ACTIVITY_TYPE_WID dimension key in the W_REP_ACTIVITY_F table, the W_REP_ACTIVITY_F and W_EVENT_TYPE_D tables are joined through the ACTIVITY_TYPE_ID column and the DATASOURCE_NUM_ID column. For the ACTIVITY_TYPE_WID dimension key to resolve properly in the W_REP_ACTIVITY_F fact table, you must verify that the ACTIVITY_TYPE_ID column and the DATASOURCE_NUM_ID column values in file_rep_activity.csv file match with the INTEGRATION_ID column and the DATASOURCE_NUM_ID column values in the file_event_type.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 Oracle Business Analytics Warehouse are provided in the file_event_type.csv source file to be stored in the W_EVENT_TYPE_D table with the W_EVENT_CLASS column set to the CONTACT domain value.

The CALL_TYPE_WID dimension key in W_ACD_EVENT_F fact table identifies the type of call. This key is resolved using the W_EVENT_TYPE_D table. To resolve the CALL_TYPE_WID dimension key in W_ACD_EVENT_F fact table, the W_ACD_EVENT_F and W_EVENT_TYPE_D tables are joined through the CALL_TYPE_WID column and the DATASOURCE_NUM_ID column. For the CALL_TYPE_WID dimension key to resolve properly in the W_ACD_EVENT_F fact table, you must verify that the CALL_TYPE_WID column and the DATASOURCE_NUM_ID column values in file_acd_event.csv file match with the INTEGRATION_ID column and the DATASOURCE_NUM_ID column values in the file_event_type.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 CNTCT_TYPE_WID dimension key in the W_CNTCT_CNTR_PERF_F fact table identifies the same information and it is resolved in a similar process. It requires the CNTCT_TYPE_ID column and the DATASOURCE_NUM_ID column values in the file_cntct_cntr_perf.csv file to match with the INTEGRATION_ID column and the DATASOURCE_NUM_ID column values in the file_event_type.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 Oracle Business Analytics Warehouse are provided in the file_event_type.csv source file and stored in the W_EVENT_TYPE_D table with the W_EVENT_CLASS column set to INTRA_CALL.

To resolve the CALL_EVENT_TYPE_WID dimension key in W_ACD_EVENT_F fact table, the W_ACD_EVENT_F and W_EVENT_TYPE_D tables are joined through the CALL_EVNT_TYPE_ID column and the DATASOURCE_NUM_ID column. For the CALL_EVENT_TYPE_WID dimension key to resolve properly in the W_ACD_EVENT_F fact table, you must verify that the CALL_EVNT_TYPE_ID column and the DATASOURCE_NUM_ID column values in file_acd_events.csv file match with the INTEGRATION_ID column and the DATASOURCE_NUM_ID column values in the file_event_type.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 initial 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 Oracle Business Analytics Warehouse are provided in the file_event_type.csv source file and stored in the W_EVENT_TYPE_D table with the W_EVENT_CLASS column set to the ACW ACTIVITY domain value.

To resolve the ACW_ACT_TYPE_WID dimension key in W_CNTCT_CNTR_PERF_F fact table, the W_CNTCT_CNTR_PERF_F table is joined with W_EVENT_TYPE_D table through the ACW_ACT_TYPE_ID column and the DATASOURCE_NUM_ID column. For the ACW_ACT_TYPE_WID dimension key to resolve properly in the W_CNTCT_CNTR_PERF_F fact table, you must verify that the ACW_ACT_TYPE_ID column and the DATASOURCE_NUM_ID column values in the file_cntct_cntr_perf.csv file match with the INTEGRATION_ID column and the DATASOURCE_NUM_ID column values in the file_event_type.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.