| Attribute
|
Description
|
| Due Date & Time
|
Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks are due as defined by either the source system or iWD rules.
|
| Interaction ID
|
Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
|
| Last Task Event ID
|
Enables data to be organized by the unique identifier for the last event that is associated with the task. Together with INTERACTION_ID, this field serves as the primary key of the H_TASK_FACT table.
|
| Capture ID
|
Enables data to be organized by the ID of the task capture as issued by the originating source system.
|
| Capture Point Name
|
Enables data to be organized by the descriptive name of the capture point.
|
| Media Channel
|
Enables data to be organized by the name of the media channel through which a task is received.
|
| Category
|
Enables data to be organized by the descriptive name of the category.
|
| Priority
|
Enables data to be organized by the Priority assigned to the task.
|
| Status Name
|
Enables data to be organized by the name of the status of a task. One of the following values:
- new—Newly created task awaiting processing.
- rejected—Task was rejected during processing. This can occur when a task is assigned to an expired process or closed department.
- captured—Task has been classified by iWD, but not yet prioritized.
- queued—Task has been processed and prioritized at least once.
- distribution—Task is waiting for an available agent to handle it.
- canceled—Task has been canceled.
- completed—Task has been completed.
- errorheld—Error occurred during task classification or prioritization. Error details are stored in the “error” custom extended task attribute. When iWD resumes, it attempts to process the task again.
- held—Task is in a held state (either by user action or the system) and will not be reprioritized until the task is resumed.
- assigned—Task has been assigned to an agent.
|
| Is Final
|
Enables data to be organized by whether the task is Final or Pending :
- 0 indicates a task status other than Completed, Canceled, or Rejected.
- 1 indicates a task status of Completed, Canceled, or Rejected.
|
| Is Held
|
Enables data to be organized by whether a task was Held or Not Held:
- 0 indicates a task status other than NewHeld, ErrorHeld, or Held.
- 1 indicates a task status of NewHeld, ErrorHeld, or Held.
|
| Last Resource ID
|
Enables data to be organized by the ID of the agent who was last assigned the task or work item, as captured by the source system.
|
| Result Code
|
Enables data to be organized by the descriptive name of the result code.
|
| Customer ID
|
Enables data to be organized by the customer ID, which is an extended attribute of a task or work item that the source system assigns.
|
| Customer Segment
|
Enables data to be organized by the descriptive name of the customer segment.
|
| Product
|
Enables data to be organized by the type of the product.
|
| Product Subtype
|
Enables data to be organized by the subtype of the product.
|
| Source Tenant
|
Note: This field is reserved for future use. Enables data to be organized by the name of the tenant from the source system.
|
| Source Process
|
Enables data to be organized by the name of the source-system process—for example, Order.
|
| Source Process Subtype
|
Subtype of the process—for example, Activation.
|
| Skill ID
|
Enables data to be organized by the ID of the skill.
|
| Requested Agent ID
|
Enables data to be organized by the ID of the agent as captured by the source system.
|
| Source Date Time
|
Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which the second source system captured tasks in task-flow scenarios in which two systems are involved in the origination of tasks. (The second source system is the DTM [Driver Test Manager] that submitted the task to iWD.)
|
| Create Date Time
|
Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks were created.
|
| Source Due Date Time
|
Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, at which the task is due in the source system.
|
| Finish Date Time
|
Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks or work items were completed.
EVENT_DATE_END is an alias for the EVENT_DATE iWD Data Mart table.
|
| Department
|
Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
|
| Process
|
Enables data to be organized by the name of the business process, which is a core attribute of tasks and work items that define strategies for how to route them.
|
