Table CALLBACK_DIM_2

Description

Introduced: 8.1.402. Supported for on-premises deployments starting with release 8.5.005.
Modified: 8.5.010 (in Microsoft SQL Server, data types for the following columns modified in multi-language databases: DIAL_DIALOG_RESULT, CALL_DIRECTION, FINAL_DIAL_RESULT, OFFER_TIMING)

In partitioned databases, this table is not partitioned.

This dimension table allows callback facts to be described based on attributes of the final callback attempt.

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Column List

Legend

Column	Data Type	P	M	F	DV
ID	NUMBER(10)	X	X
CREATE_AUDIT_KEY	NUMBER(19)		X	X
DIAL_DIALOG_RESULT	VARCHAR2(255 CHAR)		X		UNKNOWN
CALL_DIRECTION	VARCHAR2(255 CHAR)		X		UNKNOWN
FINAL_DIAL_RESULT	VARCHAR2(255 CHAR)		X		UNKNOWN
OFFER_TIMING	VARCHAR2(255 CHAR)		X		UNKNOWN

ID

The primary key of this table. This ID is referenced from other tables as CALLBACK_DIM_2_KEY.

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CREATE_AUDIT_KEY

The surrogate key that is used to join to the CTL_AUDIT_LOG control table. The key specifies the lineage for data creation. This value can be useful for aggregation, enterprise application integration (EAI), and ETL tools--that is, applications that need to identify newly added data.

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DIAL_DIALOG_RESULT

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_DIAL_DIALOG_RESULT

The result of the final dialog for the callback. This field is set to one of the following values:

• RIGHT_PERSON
• RESCHEDULED
• CANCELLED
• TRANSFERRED_TO_RP
• UNKNOWN

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CALL_DIRECTION

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_CALL_DIRECTION

The direction of the final callback interaction. This field is set to one of the following values:

• CUSTOMER_TERMINATED - Scenarios in which the contact center is dialing out to the customer's number.
• CUSTOMER_ORIGINATED - Scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
• UNKNOWN

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FINAL_DIAL_RESULT

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_FINAL_DIAL_RESULT

The result of the final callback dialing attempt. This field is set to one of the following values:

• CREATE_CALL_ERROR
• BUSY
• NO_ANSWER
• ANSWERING_MACHINE
• ERROR_TONE
• FAX
• PERSON
• CANCEL
• CONNECTED
• FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
• PUSH_DELIVERY_CONFIRMED
• PUSH_SEND_ERROR
• PUSH_DELIVERY_NOT_CONFIRMED
• USERORIGINATED_CONNECTED
• UNKNOWN

Notes:

• FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback product to identify this result.
• For PUSH_DELIVERY_CONFIRMED, the PUSH_DELIVERY_CONFIRMED_TS field in the CALLBACK_FACT table provides the timestamp when the application confirmed that the push was delivered.

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OFFER_TIMING

Modified: 8.5.010 (in Microsoft SQL Server, data type modified in multi-language databases)
Based on KVP: _CB_DIM_OFFER_TIMING

Specifies whether the callback offer was made during operational (business) or non-operational hours. This field is set to one of the following values:

• ON-HOURS
• OFF-HOURS
• UNKNOWN

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Index List

CODE	U	C	Description
I_CALLBACK_DIM_2	X		Ensures that the combinations of values that are stored in the dimension table are unique.

Index I_CALLBACK_DIM_2

Field	Sort	Comment
DIAL_DIALOG_RESULT	Ascending
CALL_DIRECTION	Ascending
FINAL_DIAL_RESULT	Ascending
OFFER_TIMING	Ascending

Subject Areas

No subject area information available.