SVC_ENGAGE_ENGMNT_METRICS
To hold metric information about an engagement between a customer and an automated agent.
Details
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Schema: FUSION
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Object owner: SVC
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Object type: TABLE
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Tablespace: Default
Primary Key
| Name | Columns |
|---|---|
|
SVC_ENGAGE_ENGMNT_METRICS_PK |
ENGAGEMENT_METRIC_ID |
Columns
| Name | Datatype | Length | Precision | Not-null | Comments |
|---|---|---|---|---|---|
| ENGAGEMENT_METRIC_ID | NUMBER | 18 | Yes | Generated sequence for the primary key. | |
| SOURCE_CD | VARCHAR2 | 30 | Yes | Lookup code that indicates the agent type that generated the metric. | |
| OBJECT_ID | VARCHAR2 | 255 | Yes | Primary key of the object that this metric was created for. | |
| OBJECT_TYPE_CD | VARCHAR2 | 30 | Yes | Lookup code that indicates the object type of the object such as Service Request, SR Message, Chat, etc. | |
| USER_TURN_COUNT | NUMBER | Number of times the user interacted with the automated agent. | |||
| AGENT_RESOLUTION_CD | VARCHAR2 | 30 | Lookup code that indicates the resolution of the customer issue as generated by the automated agent. | ||
| RESOLUTION_CD | VARCHAR2 | 30 | Lookup code that indicates the resolution of the customer issue. | ||
| SUMMARY | VARCHAR2 | 1024 | The summary of the customer issue. | ||
| CUSTOMER_SENTIMENT_CD | VARCHAR2 | 30 | Lookup code that indicates the sentiment of the customer issue. | ||
| CUSTOMER_FEEDBACK_COMMENT | VARCHAR2 | 1024 | The feedback from the customer for this engagement. | ||
| CUSTOMER_FEEDBACK_RATING | VARCHAR2 | 128 | The feedback rating from the customer for this engagement. | ||
| PRODUCT | VARCHAR2 | 128 | The product associated with the customer issue. | ||
| CATEGORY | VARCHAR2 | 128 | The category associated with the customer issue. | ||
| CUSTOMER_FIRST_MESSAGE | VARCHAR2 | 1024 | The initial question asked by the customer. | ||
| CREATION_DATE | TIMESTAMP | Yes | Who column: indicates the date and time of the creation of the row. | ||
| CREATED_BY | VARCHAR2 | 64 | Yes | Who column: indicates the user who created the row. | |
| LAST_UPDATED_BY | VARCHAR2 | 64 | Yes | Who column: indicates the user who last updated the row. | |
| LAST_UPDATE_DATE | TIMESTAMP | Yes | Who column: indicates the date and time of the last update of the row. | ||
| LAST_UPDATE_LOGIN | VARCHAR2 | 32 | Who column: indicates the session login associated to the user who last updated the row. |
Indexes
| Index | Uniqueness | Tablespace | Columns |
|---|---|---|---|
| SVC_ENGAGE_ENGMNT_METRICS_N1 | Non Unique | Default | USER_TURN_COUNT, RESOLUTION_CD, CUSTOMER_SENTIMENT_CD |
| SVC_ENGAGE_ENGMNT_METRICS_N2 | Non Unique | Default | PRODUCT |
| SVC_ENGAGE_ENGMNT_METRICS_N3 | Non Unique | Default | CREATION_DATE |
| SVC_ENGAGE_ENGMNT_METRICS_N4 | Non Unique | Default | USER_TURN_COUNT, RESOLUTION_CD, AGENT_RESOLUTION_CD |
| SVC_ENGAGE_ENGMNT_METRICS_PK | Unique | Default | ENGAGEMENT_METRIC_ID |