VOICE_IXN_FACT_EXT

Please be aware that the formulas and recommendations have not been validated internally prior to the initial release of this document. They are to be treated as results of theoretical analysis and a good starting point for re-orienting the 7.6 database queries towards the Info Mart 8.1 database.

Purpose: To provide compatibility references between the columns in the 7.6 VOICE_IXN_FACT_EXT table and the fields in the Info Mart 8.x schema.

Table VOICE_IXN_FACT_EXT

This voice extension table has been removed from the Info Mart database schema as obsolete; however, certain data about voice interactions can be retrieved from the INTERACTION_RESOURCE_FACT table, as described below. In the Info Mart 7.6 schema, VOICE_IXN_FACT_EXT is modeled as a summary of the underlying VOICE_SEG_FACT_EXT rows. Because the segment data is not present in the Info Mart 8.x schema, the exact replacements are not available for many fields. Recommendations below help to obtain the metrics similar to those in your 7.6 reports from the 8.x INTERACTION_RESOURCE_FACT data.

7.6 Column Name	8.x Changes
	Type of Change	Description/Recommendation	New Table.Column
VOICE_IXN_FACT_EXT_KEY	Retired
STD_ENTERPRISE_DATE_KEY	Retired	See Changes to Time-Related Tables and Fields.
STD_TENANT_DATE_KEY	Retired	See Changes to Time-Related Tables and Fields.
DIAL_COUNT	Replaced	Can be calculated as SUM(IRF.DIAL_COUNT + IRF.CONS_INIT_DIAL_COUNT) from child IRF records.
DIAL_DURATION	Replaced	Can be calculated as SUM(IRF.DIAL_DURATION + IRF.CONS_INIT_DIAL_DURATION) from child IRF records.
RING_COUNT	Replaced	Can be calculated as SUM(IRF.RING_COUNT + IRF.CONS_RCV_RING_COUNT + IRF.POST_CONS_XFER_RING_COUNT + CONF_JOIN_RING_COUNT) for all child IRF records.
RING_DURATION	Replaced	Can be calculated as SUM(IRF.RING_DURATION + IRF.CONS_RCV_RING_DURATION + IRF.POST_CONS_XFER_RING_DURATION + CONF_JOIN_RING_DURATION) for all child IRF records.
TALK_COUNT	Replaced	Can be calculated as SUM(IRF.TALK_COUNT + IRF.POST_CONS_XFER_TALK_COUNT + IRF.CONF_INIT_TALK_COUNT + IRF.CONF_JOIN_TALK_COUNT + IRF.CONS_INIT_TALK_COUNT + IRF.CONS_RCV_TALK_COUNT) for all child IRF recods.
TALK_DURATION	Replaced	Can be calculated as SUM(IRF.TALK_DURATION + IRF.POST_CONS_XFER_DURATION + IRF.CONF_INIT_DURATION + IRF.CONF_JOIN_TALK_DURATION + IRF.CONS_INIT_TALK_DURATION + IRF.CONS_RCV_TALK_DURATION) for all child IRF recods.
AGENT_TALK_DURATION	Replaced	Can be calculated as SUM(IRF.TALK_DURATION + IRF.POST_CONS_XFER_TALK_DURATION + IRF.CONF_INIT_TALK_DURATION + IRF.CONF_JOIN_TALK_DURATION + IRF.CONS_INIT_TALK_DURATION + IRF.CONS_RCV_TALK_DURATION) for all child IRF recods with RESOURCE_KEY pointing to the agent.
HOLD_COUNT	Replaced	Can be calculated as SUM(IRF.HOLD_COUNT + IRF.POST_CONS_XFER_HOLD_COUNT + IRF.CONF_INIT_HOLD_COUNT + IRF.CONF_JOIN_HOLD_COUNT + IRF.CONS_INIT_HOLD_COUNT + IRF.CONS_RCV_HOLD_COUNT) for all child IRF recods.
HOLD_DURATION	Replaced	Can be calculated SUM(IRF.HOLD_DURATION + IRF.POST_CONS_XFER_HOLD_DURATION + IRF.CONF_INIT_HOLD_DURATION + IRF.CONF_JOIN_HOLD_DURATION + IRF.CONS_INIT_HOLD_DURATION + IRF.CONS_RCV_HOLD_DURATION) for all child IRF recods.
AGENT_HOLD_DURATION	Replaced	Can be calculated as SUM(IRF.HOLD_DURATION + IRF.POST_CONS_XFER_HOLD_DURATION + IRF.CONF_INIT_HOLD_DURATION + IRF.CONF_JOIN_HOLD_DURATION + IRF.CONS_INIT_HOLD_DURATION + IRF.CONS_RCV_HOLD_DURATION) for all child IRF recods with RESOURCE_KEY pointing to the agent.
AFTER_CALL_WORK_COUNT	Replaced	Can be calculated as SUM(IRF.AFTER_CALL_WORK_COUNT + IRF.CONS_RCV_ACW_COUNT) for all child IRF records.
AFTER_CALL_WORK_DURATION	Replaced	Can be calculated as SUM(IRF.AFTER_CALL_WORK_DURATION + IRF.CONS_RCV_ACW_DURATION) for all child IRF records.
TEXT_TO_SPEECH_COUNT	Retired
SPEECH_RECOGNITION_COUNT	Retired
TOTAL_TRANSFER_COUNT	Replaced	Can be calculated as a count of the child IRF records with the technical descriptor keys that have TECHNICAL_RESULT_CODE='TRANSFERRED' AND RESOURCE_ROLE_CODE<>'INITIATEDCONSULT'.
TOTAL_CONSULT_COUNT	Replaced	Can be calculated as the count of the child IRF records with the technical descriptor keys that have RESOURCE_ROLE_CODE='INITIATEDCONSULT' AND TECHNICAL_RESULT_CODE='COMPLETED' and/or TECHNICAL_RESULT_CODE='ABANDONED'.
TOTAL_CONSULT_DURATION	Replaced	Can be calculated as the sum of the durations (END_TS-START_TS) of the child IRF records with the technical descriptor keys that have RESOURCE_ROLE_CODE='INITIATEDCONSULT' AND TECHNICAL_RESULT_CODE='COMPLETED' and/or TECHNICAL_RESULT_CODE='ABANDONED'.
TOTAL_CONFERENCE_COUNT	Replaced	Can be calculated as a count of the IRF records with the technical descriptor keys that have RESOURCE_ROLE_CODE <> 'INITIATEDCONSULT' and TECHNICAL_RESULT_CODE = 'CONFERENCED'.
TOTAL_CONFERENCE_DURATION	Retired
SHORT_ABANDON_COUNT	Replaced	Can be calculated as the value of IRF.SHORT_ABANDONED_FLAG from the child IRF record with IRF_ANCHOR=1.
DURATION_BEFORE_ABANDON	Retired
ACTIVE_FLAG	Retired
GMT_ROW_CREATED_TIME	Retired	See Changes to Time-Related Tables and Fields.
GMT_ROW_UPDATED_TIME	Retired	See Changes to Time-Related Tables and Fields.
PURGE_FLAG	Changed	See Database Schema Changes Overview.
ANSWERED_BY_AGENT_FLAG	Replaced	If the sum of HANDLE_COUNT of child IRF records with RESOURCE_KEY pointing to the agent is greater than 0, this value equals 1; otherwise, it is 0.
TRANSFERRED_BY_AGENT_FLAG	Replaced	If the count of child IRF records with RESOURCE_KEY pointing to the agent, with HANDLE_COUNT>0 and with TECHNICAL_RESULT_CODE='TRANSFERRED' is greater than 0, this value equals 1; otherwise, it is 0.
ABANDONED_BY_CUSTOMER_FLAG	Replaced	If the count of child IRF records with TECHNICAL_RESULT_CODE='CUSTOMERABANDONED' is greater than 0, this value equals 1; otherwise, it is 0.