In the Column List:
- P = Primary key
- M = Mandatory field
- F = Foreign key (where the term is used loosely to indicate a surrogate key reference to a field in another table, not a formal constraint)
- DV = Default value
- In the Data Type column, varchar/nvarchar means that the data type is varchar except in multi-language databases that use Unicode, in which case the data type is nvarchar.
Table SDR_CALL_DISPOSITION
Description
This dimension table enables Session Detail Record (SDR) facts to be described based on the disposition, which represents the status of the interaction at the time it exited the call flow. Each row describes one possible disposition, such as whether the interaction was routed to an agent or the caller hung up.
Hint: For easiest viewing, open the downloaded CSV file in Excel and adjust settings for column widths, text wrapping, and so on as desired. Depending on your browser and other system settings, you might need to save the file to your desktop first.
Column List
| Column | Data Type | P | M | F | DV |
|---|---|---|---|---|---|
| ID | int | X | X | ||
| CREATE_AUDIT_KEY | numeric(19) | X | X | ||
| DISPOSITION_TYPE | nvarchar(255) | X | NO_VALUE | ||
| DISPOSITION_CATEGORY | nvarchar(255) | X | NO_VALUE | ||
| FINAL_DISPOSITION | nvarchar(50) | X | NO_VALUE |
ID
The primary key of this table.
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.
DISPOSITION_TYPE
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in single- and multi-language databases)
The disposition, or status, assigned to a call when the caller exited the call flow. Possible values are:
- default
- System Error
- Application Timeout
- Terminated - Terminate Call
- Terminated - Business Hours
- Terminated - Special Days
- Terminated - Emergency
- Terminated - Menu Option
- Abandoned in Self Service
- Abandoned in Queue
- Completed in Self Service
- Routed to Agent
- Routed to DN
- Routing Incomplete
- Default Routed
- Routed to Voicemail
For more information about the disposition types and what they represent, see the Designer Summary Dashboard.
DISPOSITION_CATEGORY
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in single- and multi-language databases)
Custom disposition category that an application may specify, to help categorize user-specific outcomes of application. The values depend on the application. Below are examples of the values that an application might provide:
- Transfer
- Abandoned
- Self Helped
- Deflection
- Missing
FINAL_DISPOSITION
Introduced: Release 8.5.007
Modified: 8.5.010 (in Microsoft SQL Server, data type modified in single-language databases)
The disposition, or status, assigned to a call at the time it exited the call flow, such as whether it was routed to an agent, terminated due to it being a special day or outside of regular business hours, or the caller hung up. One of the following values:
- default
- System Error
- Application Timeout
- Terminated - Terminate Call
- Terminated - Business Hours
- Terminated - Special Days
- Terminated - Emergency
- Terminated - Menu Option
- Abandoned in Self Service
- Abandoned in Queue
- Completed in Self Service
- Routed to Agent
- Routed to DN
- Routing Incomplete
- Default Routed
- Routed to Voicemail
Index List
| CODE | U | C | Description |
|---|---|---|---|
| I_SDR_CALL_DISPOSITION | X | Ensures that the combinations of values that are stored in the dimension table are unique. |
Index I_SDR_CALL_DISPOSITION
| Field | Sort | Comment |
|---|---|---|
| DISPOSITION_TYPE | Ascending | |
| DISPOSITION_CATEGORY | Ascending | |
| FINAL_DISPOSITION | Ascending |
Subject Areas
No subject area information available.