SDB_AGRMNTLN_VW

Agreement

SDB_CA_TY_DE_VW

Details

SDB_CA_TY_VW

Speciality type

SDB_CASE_VW

Case transactions

SDB_CASETYPE_VW

Case type

SDB_CATEGORY_VW

Category

SDB_E_CASE_VW

Case email associations

SDB_E_DTL_VW

Email detail status

SDB_E_MOOD_VW

Inbound email mood

SDB_E_PRIOTY_VW

Inbound email priority

SDB_E_PROC_VW

Email process status

SDB_E_SYSDFN_VW

ERMS system definition

SDB_I_STATUS_VW

Email and Interaction status

SDB_I_TYPE_VW

Interaction type

SDB_IB_EMAIL_VW

Inbound email

SDB_IMPACT_VW

Impact

SDB_INTERACT_VW

Interaction

SDB_LANGUAGE_VW

Language code

SDB_MAILBOX_VW

Mailbox definition

SDB_MCF_QUE_VW

MCF queue table

SDB_O_STATUS_VW

Correspondence request status

SDB_OB_EMAIL_VW

Outbound email

SDB_OB_TMPL_VW

Template usage

SDB_PACKAGE_VW

ERMS package definition

SDB_PRIORITY_VW

Priority

SDB_PROBTYPE_VW

Problem type

SDB_REL_CASE_VW

Case relationship type

SDB_RELATION_VW

Case relationship type

SDB_RESP_IND_VW

SLA response indicator

SDB_REST_IND_VW

SLA restore indicator

SDB_SB_I_TYP_VW

Sub interaction type

SDB_SEVERITY_VW

Severity

SDB_SOURCE_VW

Source

SDB_STATUS_VW

Status

SDB_SUBINTER_VW

Sub interactions

SDB_SUBTYPE_VW

Case subtype

SDB_TMPL_CAT_VW

Template category

SDB_TMPL_DEF_VW

Template definition

SDB_TMPL_TYP_VW

Email template type

SDB_VERTICAL_VW

Case vertical

SDB_WFGRP_AG_VW

Email Group Member

SDB_WFWL_GRP_VW

Email Group worklist

SDB.SupportCaseDaily

Loads 3 months of data for the Support dashboard.

SDB.SupportCaseWeekly

Loads 6 months of data for the Support dashboard.

SDB.SupportCaseMonthly

Loads 2 years of data for the Support dashboard.

SDB.HelpDeskCaseDaily

Loads 3 months of data for the HelpDesk dashboard.

SDB.HelpDeskCaseWeekly

Loads 6 months of data for the HelpDesk dashboard

SDB.HelpDeskCaseMonthly

Loads 2 years of data for the HelpDesk dashboard.

SDB.HRHelpDeskCaseDaily

Loads 3 months of data for the HR HelpDesk dashboard.

SDB.HRHelpDeskCaseWeekly

Loads 6 months of data for the HR HelpDesk dashboard.

SDB.HRHelpDeskCaseMonthly

Loads 2 years of data for the HR HelpDesk dashboard.

SDB.EmailDaily

Loads 3 months of email data.

SDB.EmailWeekly

Loads 6 months of email data.

SDB.EmailMonthly

Loads 2 years of email data.

SDB.InteractionDaily

Loads 3 months of interaction data.

SDB.InteractionWeekly

Loads 6 months of interaction data.

SDB.InteractionMonthly

Loads 2 years of interaction data.

SDB.DeleteSupport Case

Deletes old fact data for Support except for the last 3 months.

Support Case

SDB.Run.Summary Plan - Old Support Case

System - Old Support Case

SDB.DeleteSupport Case Daily

Deletes old data except for the last 3 months for the Support dashboard.

Support Case Daily

SDB.Run.Summary Plan - Old Support Case Daily

System - Old Support Case Daily

SDB.DeleteSupport CaseWeekly

Deletes old data except for the last 6 months for the Support dashboard.

Support Case Weekly

SDB.Run.Summary Plan - Old Support Case Weekly

System - Old Support Case Weekly

SDB.DeleteSupport CaseMonthly

Deletes old data except for the last 2 years for the Support dashboard.

Support Case Monthly

SDB.Run.Summary Plan - Old Support Case Monthly

System - Old Support Case Monthly

SDB.DeleteHelpDesk Case

Deletes old fact data for HelpDesk except for the last 3 months.

HelpDesk Case

SDB.Run.Summary Plan - Old HelpDesk Case

System - Old HelpDesk Case

SDB.DeleteHelpDesk CaseDaily

Deletes old data except for the last 3 months for the HelpDesk dashboard.

HelpDesk Case Daily

SDB.Run.Summary Plan - Old HelpDesk Case Daily

System - Old HelpDesk Case Daily

SDB.DeleteHelpDesk CaseWeekly

Deletes old data except for the last 6 months for the HelpDesk dashboard.

HelpDesk Case Weekly

SDB.Run.Summary Plan - Old HelpDesk Case Weekly

System - Old HelpDesk Case Weekly

SDB.DeleteHelpDesk CaseMonthly

Deletes old data except for the last 2 years for the HelpDesk dashboard.

HelpDesk Case Monthly

SDB.Run.Summary Plan - Old HelpDesk Case Monthly

System - Old HelpDesk Case Monthly

SDB.DeleteHRHelpDesk Case

Deletes old fact data for HR HelpDesk except for the last 3 months.

HRHelpDesk Case

SDB.Run.Summary Plan - Old HRHelpDesk Case Daily

System - Old HRHelpDesk Case Daily

SDB.DeleteHRHelpDesk CaseDaily

Deletes old data except for the last 3 months for the HR HelpDesk dashboard.

HRHelpDesk Case Daily

SDB.Run.Summary Plan - Old HRHelpDesk Case Weekly

System - Old HRHelpDesk Case Weekly

SDB.DeleteHRHelpDesk CaseWeekly

Deletes old data except for the last 6 months for the HR HelpDesk dashboard.

HRHelpDesk Case Weekly

SDB.Run.Summary Plan - Old HRHelpDesk Case Weekly

System - Old HRHelpDesk Case Weekly

SDB.HRHelpDesk CaseMonthly

Deletes old data except for the last 2 years for the HR HelpDesk dashboard.

HRHelpDesk Case Monthly

SDB.Run.Summary Plan - HRHelpDesk Case Monthly

System - Old HRHelpDesk Case Monthly

SDB.DeleteEmail

Deletes old fact data for emails except for the last 3 months.

Email

SDB.Run.Summary Plan - Old Email

System - Old Email

SDB.DeleteEmailDaily

Deletes old email data except for the last 3 months.

Email Daily

SDB.Run.Summary Plan - Old Email Daily

System - Old Email Daily

SDB.DeleteEmailWeekly

Deletes old email data except for the last 6 months.

Email Weekly

SDB.Run.Summary Plan - Old Email Weekly

System - Old Email Weekly

SDB.DeleteEmailMonthly

Deletes old email data except for the last 2 years.

Email Monthly

SDB.Run.Summary Plan - Old Email Monthly

System - Old Email Monthly

SDB.InteractionDelete

Deletes old fact data for interactions except for the last 3 months.

Interaction

SDB.Run.Summary Plan - Interaction Daily

System - Old Interaction

SDB.Interaction DailyDelete

Deletes old interaction data except for the last 3 months.

Interaction Daily

SDB.Run.Summary Plan - Old Interaction Daily

System - Old Interaction Daily

SDB.Interaction WeeklyDelete

Deletes old interaction data except for the last 6 months.

Interaction Weekly

SDB.Run.Summary Plan - Old Interaction Weekly

System - Old Interaction Weekly

SDB.Interaction MonthlyDelete

Deletes old interaction data except for the last 2 years.

Interaction Monthly

SDB.Run.Summary Plan - Old Interaction Monthly

System - Old Interaction Monthly

Case ID

CASE_ID

Include all open and closed cases for the last 3 months.

Business Unit SID

BUSINESS_UNIT

RBD_SRC_SYS_ID

Lookup in plan.

Business Unit Code

BUSINESS_UNIT

This is not a look up because it is needed for targets.

Business Unit

Call Center Manager Person ID

Call Center Manager

Center Manager Email Address Call

Call Center Status

None

Lookup in data object.

Market Code

MARKET

None

Agreement SID

AGREEMENT_CODE

AGR_RENEWAL_NUM

AGREEMENT_LINE

AGREEMENT_SETID

RBD_SRC_SYS_ID

Lookup in plan.

Note. Includes additional surrogate key logic applies in case the agreement unit is not in the agreement.

Service Level Code

None

Lookup in data object.

Assigned Agent SID

None

Lookup in plan.

Agent ID

Assigned Agent

Supervisor Person ID

Supervisor

Supervisor Email Address

Agent Email Address

None

Lookup in data object.

Customer SID

BO_ID_CUST

RBD_SRC_SYS_ID

Lookup in plan.

Not used for HelpDesk applications.

Customer

Customer Value

None

Lookup in data objects.

Not used for HelpDesk applications.

Employee SID

BO_ID_CUST

RBD_SRC_SYS_ID

Lookup in plan.

Not used for the Support application.

Employee BOID

Employee

Employee ID

Department

Location

Manager Level

Employee Email Address

None

Lookup in data object.

Not used for the Support application.

Case Subtype

None

Lookup in data object.

Case Subtype SID

CASE_TYPE

CASE_SUBTYPE

CASE_TYPE_SETID

RDB_SRC_SYS_ID

Lookup in plan.

Case Type

None

Lookup in data object.

Closed DateTime

CLOSED_DTTM

Expression Calculator

IF( StrLength (CLOSED_DTTM) == 0 ) 
THEN ( NULL_DATETIME) 
ELSE (ToDateTime(CLOSED_DTTM))

Display Template ID

None

Expression Calculator

Display Template

License Product Code

None

Lookup in data object.

DISP_TMPL_ID (LIC_PROD_CD)

RC_SUPPORT (RC)

RC_HELPDESK (RH)

CRM_FIN (RC)

CRM_COM (RC)

CRM_GOV (RC)

CRM_HHD (RHHR)

Problem Type

None

Lookup in data object.

Product SID

PRODUCT_ID

PRODUCT_SETID

RDB_SRC_SYS_ID

Lookup in plan.

Product

None

Lookup in data object.

Category SID

RC_CATEGORY

CASE_CATEGOR_SETID

RDB_SRC_SYS_ID

Lookup in plan.

Category

None

Lookup in data object.

Detail SID

RC_ DETAIL

RC_TYPE

RC_CATEGORY

CASE_CATEGOR_SETID

RDB_SRC_SYS_ID

Lookup in plan.

Detail

None

Lookup in data object.

Impact SID

RC_IMPACT

CASE_IMPACT_SETID

RDB_SRC_SYS_ID

Lookup in plan.

Impact

None

Lookup in data object.

Priority SID

RC_PRIORITY

CASE_PRIORITY_SETID

RDB_SRC_SYS_ID

Lookup in plan.

Priority

Priority Category

Priority Set ID

None

Lookup in data object.

Response Status

None

Expression Calculator

IF (StrLength (RC_RESP_DATE) == 0) 
THEN (NULL_DATETIME) ELSE (MakeDT( 
dtGetMonth(ToDateTime (RC_RESP_DATE)),
dtGetDay(ToDateTime (RC_RESP_DATE)), 
dtGetYear(ToDateTime (RC_RESP_DATE)), 
dtGetHour(ToDateTime (RC_RESP_TIME)), 
dtGetMinute(ToDateTime (RC_RESP_TIME)),
dtGetSecond (ToDateTime (RC_RESP_TIME)) ))

Response Status Code

RC_RESP_IND

Uses SLA response indicator.

Response Status

None

Lookup in data object.

Actual Response DateTime

RC_RESPMET_DATE

RC_RESPMET_TIME

Expression Calculator

IF ( StrLength (RC_RESPMET_DATE)==0) 
THEN (NULL_DATETIME) 
ELSE ( MakeDT( 
dtGetMonth(ToDateTime (RC_RESPMET_DATE), 
dtGetDay(ToDateTime (RC_RESPMET_DATE)), 
dtGetYear(ToDateTime (RC_RESPMET_DATE)), 
dtGetHour(ToDateTime (RC_RESPMET_TIME)), 
dtGetMinute(ToDateTime (RC_RESPMET_TIME)),
dtGetSecond (ToDateTime (RC_RESPMET_TIME)) ))

Restore DateTime

RC_REST_DATE

RC_REST_TIME

Expression Calculator

IF ( StrLength (RC_REST_DATE)==0) 
THEN (NULL_DATETIME) ELSE (MakeDT( 
dtGetMonth(ToDateTime (RC_REST_DATE)), 
dtGetDay(ToDateTime (RC_REST_DATE)), 
dtGetYear(ToDateTime (RC_REST_DATE)), 
dtGetHour(ToDateTime (RC_REST_TIME)), 
dtGetMinute(ToDateTime (RC_REST_TIME)), 
dtGetSecond (ToDateTime (RC_REST_TIME)) ))

Restore Status Code

RC_REST_IND

SLA restore indicator.

Restore Status

None

Lookup in data object.

Source

None

Lookup in data object.

Case Status SID

RC_STATUS

CASE_STATUS_SETID

RBD_SRC_SYS_ID

Lookup in plan.

Status

Status Category

Status Set ID

None

Lookup in data object.

Case Summary

RC_SUMMARY

In the PeopleCode set the summary to Secured if the case is secured. If the case is secured the system will not bring in the summary.

Specialty Type

None

Lookup in data object.

Vertical Code

RC_VERTICAL

None

Vertical

None

Lookup in data object.

Resolved by First Contact

RES_FIRST_CNTCT

None

Case Create DateTime

ROW_ADDED_DTTM

Expression Calculator

IF (StrLength (ROW_ADDED_DTTM)==0) 
THEN (NULL_DATETIME) 
ELSE (ToDateTime (ROW_ADDED_DTTM))

Case Last Update DateTime

ROW_LASTMANT_DTTM

Expression Calculator

IF (StrLength (ROW_LASTMANT_DTTM) == 0 ) 
THEN (NULL_DATETIME) 
ELSE (ToDateTime (ROW_LASTMANT_DTTM))

Secure Case Flag Code

SECURE_CASE_FLAG

None

Target Close DateTime

TARGET_CLOSE_DATE

Expression Calculator

IF (StrLength ( TARGET_CLOSE_DATE)==0) 
THEN (NULL_DATETIME ) 
ELSE (ToDateTime (TARGET_CLOSE_DATE))

It can be used as an alternative to the SLA due date.

Escalation Count

ESCALATION_COUNT

None

Escalation DateTime

ESCALATION_DTTM

Expression Calculator

IF (StrLength (ESCALATION_DTTM)==0) 
THEN (NULL_DATETIME) 
ELSE (ToDateTime (ESCALATION_DTTM))

Survey Score

CUST_SAT_CORE

None

Is Parent Indicator

PARENT_FLAG

preProcessRecord

SQLExec("select COUNT(*) from 
PS_SDB_REL_CASE_VW WHERE CASE_ID =(:1) AND 
HIERARCHICAL_IND = 'Y'", &nCaseID, &nParent); 
&l_rCase.CHILD_COUNT.Value = &nParent; 
If &nParent > 0 Then
&l_rCase.PARENT_FLAG.Value = "Y";   
End-If;

Is Child Indicator

CHILD_FLAG

preProcessRecord

SQLExec("select COUNT(*) from 
PS_SDB_REL_CASE_VW WHERE RELATED_CASE_ID =(:1) 
AND HIERARCHICAL_IND = 'Y'", &nCaseID, &nChild);
If &nChild > 0 Then
&l_rCase.CHILD_FLAG.Value = "Y";
End-If;

Number of Children

CHILD_COUNT

preProcessRecord

SQLExec("select COUNT(*) from 
PS_SDB_REL_CASE_VW WHERE CASE_ID =(:1) 
AND HIERARCHICAL_IND = 'Y'", &nCaseID, &nParent);
&l_rCase.CHILD_COUNT.Value = &nParent;

Number of times case was placed on hold

HOLD_COUNT

preProcessRecord

Loop through RC_STATUS_LOG and count times on hold. Includes current hold.

Total Minutes on Hold

HOLD_MINUTES

preProcessRecord

Loop through RC_STATUS_LOG and count times on hold. Does not include current hold.

Placed On Hold DateTime

HOLD_DTTM

preProcessRecord

This transformation is part of the evaluate for the current status category.

IF (StrLength (HOLD_DTTM)==0) 
THEN (NULL_DATETIME )
ELSE (ToDateTime ( HOLD_DTTM))

Canceled DateTime

CANCEL_DTTM

preProcessRecord

This transformation is part of evaluate for current status category.

IF (StrLength (CANCEL_DTTM)==0) 
THEN (NULL_DATETIME)
ELSE (ToDateTime (CANCEL_DTTM))

Reopened DateTime

REOPEN_DTTM

preProcessRecord

This transformation is part of the evaluate for current status category

When = "O"
REM Case is Open, check if it was ever 
closed or canceled - Reopened;
For &iLog = 2 To &rsStatusLog.RowCount
&rLog = &rsStatusLog.GetRow(&iLog);
If 
&rLog.RC_STATUS_LOG.STATUS_CATEGORY.Value = "C" 
Or 
&rLog.RC_STATUS_LOG.STATUS_CATEGORY.Value = "D" 
Then
        &l_rCase.REOPEN_DTTM.Value = 
 &rLog.RC_STATUS_LOG.STATUS_CHANGE_DTTM.Value;
               Break;
             End-If;
           End-For;
         Break;
Transformation Type:Expression Calculator
IF ( StrLength (REOPEN_DTTM)==0) 
THEN ( NULL_DATETIME ) 
ELSE (ToDateTime ( REOPEN_DTTM))

Open Case

None

Expression Calculator

IF (Status Category Code == "O") 
THEN (1) 
ELSE (0)

Closed Case

None

Expression Calculator

IF (Status Category Code =="C") 
THEN (1) 
ELSE (0)

On Hold Case

None

Expression CalculatorIF ( Status Category Code ="H") THEN ( 1) ELSE (0 )

Canceled Case

None

Expression Calculator

IF (Status Category Code =="D") 
THEN (1) 
ELSE (0) 

Time to Close

None

Expression Calculator

IF ((IsNotNull (Closed DateTime )==1))
THEN (dtDiffDays (Case Create DateTime, Closed DateTime)) 
ELSE (NULL_DOUBLE)

Time Since Last Case Update

None

Data Object Calculation

now()-{_Case_Last_Update_DateTime}

Note. This field will not be updated over time unless the data is accessed. When a report is first opened, this field is calculated. As time progresses, it is not recalculated unless the report is refreshed.

Contact SID

None

Lookup in plan.

Contact

Contact Email Address

Contact BOID

None

Lookup in data object.

Throughput

Data Object Calculation

if({_Time_to_Close}<{_Minimum_Time_to_Close__Days__}) then("High") else( if({_Time_to_Close}<{_Minimum_Time_to_Close__Days_1})
then ("Medium") else ( "Low"))

Red DateTime

Expression Calculator

IF ( StrLength (RC_RED_DTTM)==0) THEN ( NULL_DATETIME ) ELSE (ToDateTime (RC_RED_DTTM) )

Yellow DateTime

None

Expression Calculator

IF (StrLength (RC_YELLOW_DTTM)==0) 
THEN (NULL_DATETIME) 
ELSE (ToDateTime (RC_YELLOW_DTTM))

SLA Status

None

Data Object Calculation

if(now()>{_Red_DateTime}) then("Red") 
else( if(now()>{_Yellow_DateTime}) 
then ("Yellow") else ("Green"))

Note. This field will not be updated over time unless the data is accessed. When a report is first opened, this field is calculated. As time progresses, it is not recalculated unless the report is refreshed.

Red

RED_DTTM

Data Object Calculation

If ({_SLA_Status} == "Red") 
then (1) 
else (0)

Note. This field will not be updated over time unless the data is accessed. When a report is first opened, this field is calculated. As time progresses, it is not recalculated unless the report is refreshed.

Yellow

YELLOW_DTTM

Data Object Calculation

If ({_SLA_Status} == "Yellow") 
then (1) 
else (0)

Note. This field will not be updated over time unless the data is accessed. When a report is first opened, this field is calculated. As time progresses, it is not recalculated unless the report is refreshed.

Green

None

Data Object Calculation

If ({_SLA_Status} == "Green") 
then (1) 
else (0)

Note. This field will not be updated over time unless the data is accessed. When a report is first opened, this field is calculated. As time progresses, it is not recalculated unless the report is refreshed.

Survey Rating

None

Based on targets, system determines if customers are: Dissatisfied, Somewhat Dissatisfied, Satisfied, or Very Satisfied.

%Red Cases

%Yellow Cases

Escalations

Average Time Close (Days)

First Call Resolution Rate

Customer Satisfaction

Red Case Threshold

Minimum Time to Close (Days) for High Throughput

Backlog threshold

Total Case Backlog

Minimum Customer Satisfaction Score for Very Satisfied

Minimum Customer Satisfaction Score for Satisfied

Minimum Customer Satisfaction Score for Neutral

None

Look up.

Values are compared to set targets.

RTS Added DateTime

None

Expression Calculator

Only when the insert happens, not for update.dtCurrentDT ()

When this was added to the dashboard

RTS Updated DateTime

None

When this was updated on the dashboard

Source System ID

None

Set in message.

Interaction ID

INTERACTION_ID

None

Interaction Sequence Number

SEQNUM

None

Sub Interaction ID

None

None

Customer SID

None

Surrogate key

Business Unit SID

None

Surrogate key

Business Unit

None

Lookup

Customer Name

None

Lookup

Employee SID

None

Surrogate key

Employee

None

Lookup

Call Volume per Hour

None

Lookup

Customer Value

None

Lookup

Manager Level

None

Lookup

Interaction Detail Type ID

RB_MCF_DETAIL_TYPE

Translate values: Chat, Printer, Outbound Email, Inbound Email, Phone, and Self-Service.

Interaction Type

None

Lookup from translate table.

Parent Interaction ID

PARENT_INTER_ID

None

Root Interaction ID

ROOT_INTER_ID

None

Interaction Status Code

INTERACT_STATUS

None

Interaction Status

None

Lookup

Interaction Begin Date Time

INTERACT_BEGIN

None

Interaction End Date Time

INTERACT_END

None

SubInteraction Object Type Code

SUBINT_OBJ_TYPE

Types: case, order, lead, and so on.

SubInteraction Object Type

None

Lookup from translate table.

SubInteraction begin Date Time

INTERACT_BEGIN

Create new field in CRM.

SubInteraction End Date Time

INTERACT_END

Create new field in CRM.

Interaction Created DateTime

ROW_ADDED_DTTM

None

Hours

None

if (((now() - 
{_Interaction_Created_DateTime})/3600.0) < 
1.0) then (1) else ( if (((now() - 
{_Interaction_Created_DateTime})/3600.0) < 
2.0) then (2) else ( if (((now() - 
{_Interaction_Created_DateTime})/3600.0) < 
3.0) then (3) else ( if (((now() - 
{_Interaction_Created_DateTime})/3600.0) < 
4.0) then (4) else ( if (((now() - 
{_Interaction_Created_DateTime})/3600.0) < 
5.0) then (5) else ( if (((now() - 
{_Interaction_Created_DateTime})/3600.0) < 
6.0) then (6) else ( if (((now() - 
{_Interaction_Created_DateTime})/3600.0) < 
7.0) then (7) else ( if (((now() - 
{_Interaction_Created_DateTime})/3600.0) 
< 8.0) then (8) else (-1))))))))

Interaction Duration

None

if ({_INTERACT_END} == Null) 
then ((now() - {_INTERACT_BEGIN})/ 60.0) 
else ( (({_INTERACT_END} - {_INTERACT_BEGIN})/ 60.0))

Chat

None

if ({_RB_MCF_DETAIL_TYPE} == "CHAT") then (1) else (0)

Printer

None

if ({_RB_MCF_DETAIL_TYPE} == "CM") then (1) else (0)

Outbound Email

None

if ({_RB_MCF_DETAIL_TYPE} == "CMEM") then (1) else (0)

Inbound Email

None

if ({_RB_MCF_DETAIL_TYPE} == "IBEM") then (1) else (0)

Phone

None

if ({_RB_MCF_DETAIL_TYPE} == "NONE") then (1) else (0)

Self Service

None

if ({_RB_MCF_DETAIL_TYPE} == "SS") then (1) else (0)

Synchronized Email

None

if ({_RB_MCF_DETAIL_TYPE} == "SYNC") then (1) else (0)

Case ID

CASE_ID

None

Capture ID

CAPTURE_ID

None

Opportunity ID

OPPORTUNITY_ID

None

Lead ID

LEAD_ID

None

Case

None

if ({_SUBINT_OBJ_TYPE} == "CASE") then (1) else (0)

Lead

None

if ({_SUBINT_OBJ_TYPE} == "LEAD") then (1) else (0)

Opportunity

None

if ({_SUBINT_OBJ_TYPE} == "OPPY") then (1) else (0)

Quote

None

if ({_SUBINT_OBJ_TYPE} == "QUOT") then (1) else (0)

Order

None

if ({_SUBINT_OBJ_TYPE} == "ORDE") then (1) else (0)

RTS Added DateTime

None

Uses the Expression Calculator to stamp the date and time of creation and update.

RTS Updated DateTime

None

Uses the Expression Calculator to stamp the date and time of creation and update.

Source System ID

None

None

Source System ID

None

Set in message.

Business Unit SID

BUSINESS_UNIT

RBD_SRC_SYS_ID

Lookup

Business Unit

BUSINESS_UNIT

Lookup

Inbound Email ID

MCF_EMAIL_ID

None

Outbound Email ID

CMF_ID

None

Inbound Outbound Indicator

IB_OB_INDICATOR

None

Interaction ID

INTERACTION_ID

None

Interaction Sequence Number

SEQNUM

None

Email Thread ID

None

Lookup

Customer SID

BO_ID_CUST

RBD_SRC_SYS_ID

Lookup

Customer

None

Lookup

Product SID

None

Lookup

Product

None

Lookup

Product Group SID

None

Surrogate Key

Product Group

None

Lookup

Last Group Work list SID

LAST_GROUP_WL

RBD_SRC_SYS_ID

Lookup

Last Group Work list

None

Lookup

Assigned Agent SID

ASSIGNED_TO

RBD_SRC_SYS_ID

Lookup

Assigned Agent

None

Lookup

Assigned Date Time

ASSIGNED_DTTM

None

Closed Date Time

CLOSED_DTTM

None

Current Work list SID

CURRENT_WL

RBD_SRC_SYS_ID

Lookup

Current Work list

None

Lookup

Email Due Date Time

MB_DUE_DTTM

None

Email Mood SID

MOOD_ID

RBD_SRC_SYS_ID

Lookup

Email Mood

None

Lookup

Email Priority SID

PRIORITY_NBR

RBD_SRC_SYS_ID

Lookup

Email Priority

None

Lookup

Interaction Type

RB_MCF_DETAIL_TYPE

For inbound email the default is IBEM. For outbound email the default is CMEM.

Email Status SID

EMAIL_STATUS

Lookup

Email Status

None

Lookup

Email Detail Status Code

RB_DETAIL_STATUS

Translate value

Email Detail Status

None

Lookup

Email Response Status

None

Derived Email Status.

Spam is not part of Email Status. To include Spam in the status, this derived field is used. The system uses these statuses: Auto, Agent, or Spam.

• Inbound Email:

  Calculated1 = IF (EMAIL_SPAM_INDICATOR = Y) THEN (Spam) ELSE (IF (RB_DETAIL_STATUS = AUT THEN (Auto Response) ELSE (Agent
  Response))

• Outbound Email

  Not applicable

Auto Response Indicator

None

• Inbound Email:

  This field is set using the Expression Calculator. If the Email Detailed Status = “AUT” this field is set to Y else this field is set to N.

• Outbound Email:

  Not Applicable

Note. This logic is applicable for both static and dynamic loading.

Duplicator Indicator

None

• Inbound Email:

  This field is set using the Expression Calculator. If the Email Detailed Status = “DUP” this field is set to Y else this field is set to N.

• Outbound Email:

  Not Applicable

Note. This logic is applicable for both static and dynamic loading

Closed By First Contact

None

• Inbound Email:

  When the system receives an inbound email, the system sets this field to Y.

• Outbound Email:

  When you receive an outbound email, find the corresponding inbound email and then set this Flag to N.

Language Code

LANGUAGE_CD

None

Language

None

Lookup

Email Queue ID

None

Lookup

Email Queue

None

Lookup

Email Process State Code

PROCESS_STATE

None

Email Process State

None

Lookup

Email Reassigned Indicator

EMAIL_REASSIGN_IND

This field is calculated as part of data extraction in PeopleCode.

Logic:

IF RB_EM_ROUT_HIST.NEW_WL is NOT NULL 
Then Value is Y, else value is N

Email Transferred Indicator

EMAIL_TRANSFER_IND

This field is calculated as part of data extraction in PeopleCode.

Logic:

If RB_EM_ROUT_HIST.EMAIL_STATUS = INPR 
AND LAST_GROUP_WL IS NULL AND NEW_WL IS NULL Then Values is Y, ELSE value is N

Email Received Date Time

SLA_EXT_BASE_DTTM

None

Email Response Date Time

CLOSED_DTTM

None

Email System Definition ID

SYSTEM_ID

Defaults to CRM.

Spam Template Category ID

TMPLT_CATEGRY_ID

Lookup

Spam Indicator

None

Expression Calculator:

IF SPAM_TMPLT_CAT_ID = TEMPLT_ CATEGORY_ID THEN EMAIL_SPAM_IND = Y ELSE EMAIL_SPAM_IND = N

Outbound Email = Not Applicable

Template Category SID

TMPLT_CATEGORY_ID

Lookup

Template Category

None

Lookup

Template Type SID

None

Lookup

Template Type

None

Lookup

Mail Box SID

MAILBOX_ID

Lookup

Mail Box

None

Lookup

New Email Thread Indicator

None

Expression Calculator

IF EMAIL_THREAD_ID = INTERACTION_ID THEN (Y) ELSE (N)

Note. The Email Thread ID is equal to the ROOT_INTER_ID. If the Interaction ID equals the Root Interaction ID the system sets this flag to Y; otherwise, it sets it to N.

Email Warning Date Time

MB_WARN_DTTM

None

RTS Added DateTime

None

Expression Calculator

If Action is INSERT Then RTS Added 
DateTime = dtCuttentDT();End-If;

RTS Updated DateTime

None

Expression Calculator

If Action is UPDATE Then RTS Updated 
DateTime = dtCuttentDT();End-If;