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About Configuring Contact Status Type Column

The W_STATUS_D 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 W_STATUS_CLASS column.

For the Oracle Contact Center Telephony Analytics application, Contact Status is an important status class. 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 Oracle Business Analytics Warehouse are provided in the file_status.csv source file to be stored in the W_STATUS_D table with the W_STATUS_CLASS column set to the CONTACT domain value.

The W_STATUS_CODE column in the W_STATUS_D 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 W_STATUS_CODE domain value.

To resolve the CNTCT_STATUS_WID dimension key in W_CNTCT_CNTR_PERF_F fact table, the W_CNTCT_CNTR_PERF_F table is joined with W_STATUS_D through the CNTCT_STATUS_ID column and the DATASOURCE_NUM_ID column. For the CNTCT_STATUS_WID dimension key to resolve properly in the W_CNTCT_CNTR_PERF_F fact table, you must verify that the CNTCT_STATUS_ID column and the DATASOURCE_NUM_ID column values in file_cntct_cntr_perf.csv match with the INTEGRATION_ID column and the DATASOURCE_NUM_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.