Avaya Oceanalytics Insights Data Dictionary

Transcription

1 Avaya Oceanalytics Insights Data Dictionary Release Issue 1 May 2017

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4 Contents Chapter 1: Dimension Tables... 6 Considerations... 6 DM_ACCOUNTS... 6 Columns... 6 DM_AGENTS... 7 Columns... 8 DM_QUARTER_HOURS... 8 Columns... 9 DM_ROUTING_SERVICES Columns DM_AGENT_ATTRIBUTES Columns DM_GROUPS Columns DM_GROUP_AGENTS Columns DM_GROUP_VIEWERS Columns Chapter 2: Fact Tables FCT_ACCOUNT_INTERVAL Columns FCT_AGENT_INTERVAL Columns FCT_CDR_AGENT_SEGMENT Columns FCT_CDR_CUSTOMER_CONTACT Columns FCT_CDR_CUSTOMER_ENGAGEMENT Columns FCT_ROUTE_SERV_BY_AGT_INTERVAL Columns FCT_ROUTING_SERVICE_INTERVAL Columns Chapter 3: Other Tables Other Tables Chapter 4: Oracle Business Activity Monitor (BAM) Data Objects Considerations Data Objects AgentByAccount May 2017 Avaya Oceanalytics Insights Data Dictionary 4

5 Contents AgentByContact Agent Performance AgentGroup RoutingService AgentByRoutingService AgentTimeInState AgentPerfAndTimeInState AgentAndTimeInStateMW AgentByAccountMW AgentMW RoutingServiceMW AgentByRoutingServiceMW Chapter 5: Oracle Business Intelligence (OBI) Calculated Fields Agent Interval Account Interval Routing Service Agent By Routing Service Chapter 6: Creating custom dashboards Prerequisites Creating a customized dashboard in OBIEE Selecting the Subject Areas Applying filters Creating a new dashboard Creating a customized dashboard in BAM Creating Business Queries Creating Business Views Creating a new Dashboard Sample BAM Dashboard Creating a Routing Service Contacts Waiting Count view Creating a Routing Service Wait Time View Creating an Agent By Routing Service Statistics view Creating a dashboard May 2017 Avaya Oceanalytics Insights Data Dictionary 5

6 Chapter 1: Dimension Tables Considerations Supervisor names and ID can appear as UNKNOWN SUPERVISOR in the following scenarios: You have not assigned a supervisor to an agent in Avaya Control Manager. The agent is itself an supervisor and no supervisor is configured for such an agent in Avaya Control Manager. DM_ACCOUNTS Description The DM_ACCOUNTS table holds the individual identity records for an agent. The logical key may have new primary keys generated through time as ownership of the account ID changes. Keys Primary Key: Account_SK. Logical Key: Channel_ID, Provider_Name, Account_ID, Row_Active_Date. Relationships Parent of FCT_ACCOUNT_INTERVAL on ACCOUNT_SK. Columns Name Column Type Description ACCOUNT_SK The primary key of the table, auto generated. CHANNEL_ID TEXT (128) The ID of the channel associated with the account. CHANNEL_NAME TEXT (128) The name of the channel associated with the account. PROVIDER_NAME TEXT (128) The name of the source system associated with the account. ACCOUNT_ID TEXT (128) The account ID in the source system. TENANT_ID TEXT (128) The ID of the tenant associated with the account. May 2017 Avaya Oceanalytics Insights Data Dictionary 6

7 DM_AGENTS Name Column Type Description SUPERVISOR_ID TEXT (128) The ID of the supervisor associated with the account. SUPERVISOR_FIRST_ NAME SUPERVISOR_LAST_ NAME SUPERVISOR_DISPLA Y_NAME TEXT (128) TEXT (128) TEXT (128) The first name of the supervisor associated with the account. The last name of the supervisor associated with the account. The display name of the supervisor associated with the account. AGENT_ID TEXT (128) The agent ID from the source system of the agent that owns this account. AGENT_FIRST_NAME TEXT (128) The first name of the agent that owns this account. AGENT_LAST_NAME TEXT (128) The last name of the agent that owns this account. AGENT_DISPLAY_NA ME AGENT_USER_HAND LE TEXT (128) TEXT (128) The display name of the agent that owns this account. The user handle of the agent associated with the account. LOGIN_ID TEXT (128) The login ID associated with the account. ACCOUNT_NAME TEXT (128) The name of the account as defined by Avaya Control Manager. UA_ACCOUNT CHAR (1) This specifies if the account is used for testing. ROW_ACTIVE_DATE DATE The date on which this record became the active record for the logical key. ROW_INACTIVE_DAT E DATE The date on which this record ceased to be the active record for the logical key. ACTIVE_RECORD CHAR (1) Indicates if this record is the current active record for the logical key. LAST_CHANGED DATE The date on which the dimension record was last altered. MULTIPLICITY The number of concurrent contacts that can be active on this account. DM_AGENTS Description The DM_AGENTS table holds the individual records for agents. The logical key may have new primary keys generated through time as details of the agent change. Initial Unknown Agents will be created for agents that have fact data associated with them, but have not currently been configured through Avaya Control Manager. Keys Primary Key: AGENT_SK. Logical Key: Agent_ID, Row_Active_Date. May 2017 Avaya Oceanalytics Insights Data Dictionary 7

8 Dimension Tables Relationships Parent of FCT_AGENT_INTERVAL on AGENT_SK. Parent of FCT_CDR_AGENT_SEGMENT on AGENT_SK. Parent of FCT_ROUTE_SERV_BY_AGT_INTERVAL on AGENT_SK. Columns Name Column Type Description AGENT_SK The primary key of the table, auto generated. AGENT_ID TEXT (128) The agent ID from the source system. AGENT_FIRST_NAM E AGENT_LAST_NAM E AGENT_DISPLAY_N AME AGENT_USER_HAN DLE TEXT (128) TEXT (128) TEXT (128) TEXT (128) The first name of the agent. The last name of the agent. The display name of the agent. The user handle of the agent. SUPERVISOR_ID TEXT (128) The ID of the supervisor associated with the agent. SUPERVISOR_FIRS T_NAME SUPERVISOR_LAST _NAME SUPERVISOR_DISP LAY_NAME ROW_ACTIVE_DAT E ROW_INACTIVE_DA TE TEXT (128) TEXT (128) TEXT (128) DATE DATE The first name of the supervisor associated with the agent. The last name of the supervisor associated with the agent. The display name of the supervisor associated with the agent. The date on which this record became the active record for the logical key. The date on which this record ceased to be the active record for the logical key. ACTIVE_RECORD CHAR (1) Indicates if this record is the current active record for the logical key. LAST_CHANGED DATE The date on which the dimension record was last altered. DM_QUARTER_HOURS Description DM_QUARTER_HOURS is the main time dimension table in the database. It has a number of key fields at different granularity to allow ease of query. It can be joined to each fact table and has additional information columns for report formatting. May 2017 Avaya Oceanalytics Insights Data Dictionary 8

9 DM_QUARTER_HOURS Keys Primary Key: QUARTER_HOUR_SK. Relationships Parent of FCT_ACCOUNT_INTERVAL on UTC_QUARTER_HOUR_SK. Parent of FCT_AGENT_INTERVAL on UTC_QUARTER_HOUR_SK. Parent of FCT_ROUTE_SERV_BY_AGT_INTERVAL on UTC_QUARTER_HOUR_SK. Parent of FCT_ROUTING_SERVICE_INTERVAL on UTC_QUARTER_HOUR_SK. Columns Name Column Type Description TIMEZONE_NAME TEXT (14) The name of the time zone, used for filtering. UTC_QUARTER_HOUR_SK The quarter hour key of the record in the UTC Time zone. FORMAT is YYYYMMDDHH24MI. TIMEZONE_QUARTER_HOUR_S K The quarter hour key of the record in the time zone assigned in the TIMEZONE_NAME field. FORMAT is YYYYMMDDHH24MI. HOUR_SK Integer representing the hour of the day. Format is YYYYMMDDHH24. DAY_SK Integer representing the day. Format is YYYYMMDD. MONTH_SK The integer representing the month. Format is YYYYMM. YEAR_SK Integer representing the year. Format is YYYY. QUARTER_HOUR_DT DATE The quarter hour as a date. HOUR_DT DATE The hour as a date. DAY_DT DATE The day as a date. QUARTER_HOUR_MINUTES The minutes of the quarter hour. HOUR_NUMBER The number of the hour in a day. DAY_NUMBER The number of the day in the month. MONTH_NUMBER The number of the month in the year. YEAR_NUMBER The year number. DAY_NAME TEXT (36) The name of the day of the week. DAY_ABBRV Text (12) The three letter abbreviation for the day of the week. MONTH_NAME TEXT (36) The full name of the month. May 2017 Avaya Oceanalytics Insights Data Dictionary 9

10 Dimension Tables Name Column Type Description MON_ABBRV Text (12) The three letter abbreviation for the month. ISO_WEEK The ISO week number. Format is YYYYWW. SUNDAY_WEEK DATE The date the current Sunday week started. MONDAY_WEEK DATE The date the current Monday week started. DM_ROUTING_SERVICES Description DM_ROUTING_SERVICES holds details of the routing paths used to route contacts to agents. The logical key may have new primary keys assigned as details of the routing service change. Keys Primary Key: ROUTING_SERVICE_SK. Logical Key: PROVIDER_NAME, CHANNEL_ID, ROUTING_SERVICE_ID, ROW_ACTIVE_DATE. Relationships Parent of FCT_ROUTE_SERV_BY_AGT_INTERVAL on ROUTING_SERVICE_SK. Parent of FCT_ROUTING_SERVICE_INTERVAL on ROUTING_SERVICE_SK. Columns Name Column Type Description ROUTING_POINT_SK The primary key of the table, auto generated. CHANNEL_ID TEXT (128) The ID of the channel associated with the routing service. CHANNEL_NAME TEXT (128) The name of the channel associated with the routing service. PROVIDER_NAME TEXT (128) The name of the source system associated with the routing service. ROUTING_SERVICE_CATE GORY_NAME TEXT (128) The name of the category the routing service has been assigned to. Is set to UNKNOWN. Not Implemented ROUTING_SERVICE_ID TEXT (512) The key of the routing service from the source system. ROUTING_SERVICE_NAME TEXT (128) The friendly name assigned to the routing service. Set to first 128 characters of ROUTING_SERVICE_ID. May 2017 Avaya Oceanalytics Insights Data Dictionary 10

11 DM_AGENT_ATTRIBUTES Name Column Type Description Not Implemented ROW_ACTIVE_DATE DATE The date on which this record became the active record for the logical key. ROW_INACTIVE_DATE DATE The date on which this record ceased to be the active record for the logical key. ACTIVE_RECORD CHAR (1) Indicates if this record is the current active record for the logical key. LAST_CHANGED DATE The date on which the dimension record was last altered. DM_AGENT_ATTRIBUTES Description DM_AGENT_ATTRIBUTES holds data on which attributes have been assigned to agents over time. Keys Primary Key: AGENT_ATTRIBUTE_SK. Relationships Child of DM_AGENTS on AGENT_SK. Columns Name Column Type Description AGENT_ATTRIBUTE_SK The primary key of the table, auto generated. AGENT_SK The primary key of the agent associated with this data. CATEGORY TEXT (128) The category of the agent attributes. VALUE TEXT (128) The value of this attribute. ROW_ACTIVE_DATE DATE The date on which this record became the active record for the logical key. ROW_INACTIVE_DATE DATE The date on which this record ceased to be the active record for the logical key. ACTIVE_RECORD CHAR (1) Indicates if this record is the current active record for the logical key. LAST_CHANGED DATE The date on which the dimension record was last altered. May 2017 Avaya Oceanalytics Insights Data Dictionary 11

12 Dimension Tables DM_GROUPS Description DM_GROUPS holds data on which groups have been created over time. Keys Primary Key: GROUP_SK. Columns Name Column Type Description GROUP_SK The primary key of the table, auto generated. GROUP_ID TEXT (128) The Group ID from the source system. GROUP_NAME TEXT (128) The name of the group, from the source system. ROW_ACTIVE_DAT E ROW_INACTIVE_DA TE DATE DATE The date on which this record became the active record for the logical key. The date on which this record ceased to be the active record for the logical key. ACTIVE_RECORD CHAR (1) Indicates if this record is the current active record for the logical key. LAST_CHANGED DATE The date on which the dimension record was last altered. DM_GROUP_AGENTS Description DM_GROUP_AGENTS holds data on which agents have been assigned to groups over time. Keys Primary Key: GROUP_SK, AGENT_SK. Columns Name Column Type Description GROUP_SK The Primary key of the group associated with this data. AGENT_SK The primary key of the agent associated with this data. ROW_ACTIVE_DATE DATE The date on which this record became the active record for the logical key. May 2017 Avaya Oceanalytics Insights Data Dictionary 12

13 DM_GROUP_VIEWERS Name Column Type Description ROW_INACTIVE_DATE DATE The date on which this record ceased to be the active record for the logical key. ROW_ACTIVE_QUARTE R_HOUR_SK ROW_INACTIVE_QUAR TER_HOUR_SK The UTC quarter hour key on which this record became the active record for the logical key. The UTC quarter hour key on which this record became the inactive record for the logical key. ACTIVE_RECORD CHAR (1) Indicates if this record is the current active record for the logical key. LAST_CHANGED DATE The date on which the dimension record was last altered. GROUP_AGENT_TYPE TEXT (128) The type of agent, from the source system. DM_GROUP_VIEWERS Description DM_GROUP_VIEWERS holds data on which users can see which groups over time. Keys Primary Key: GROUP_SK. Columns Name Column Type Description GROUP_SK The primary key of the table, auto generated. VIEWER_NAME TEXT (128) The login name of the supervisor with permission to view data associated with members of the group ROW_ACTIVE_DATE DATE The date on which this record became the active record for the logical key. ROW_INACTIVE_DATE DATE The date on which this record ceased to be the active record for the logical key. ROW_ACTIVE_QUARTER_H OUR_SK ROW_INACTIVE_QUARTER_ HOUR_SK The UTC quarter hour key on which this record became the active record for the logical key. The UTC quarter hour key on which this record became the inactive record for the logical key. ACTIVE_RECORD CHAR (1) Indicates if this record is the current active record for the logical key. LAST_CHANGED DATE The date on which the dimension record was last altered. GROUP_VIEWER_TYPE TEXT (128) The type of viewer from the source system. May 2017 Avaya Oceanalytics Insights Data Dictionary 13

14 Chapter 2: Fact Tables FCT_ACCOUNT_INTERVAL Description The FCT_ACCOUNT_INTERVAL table holds contact measures at the account level for each quarter hour interval. All times are in UTC. Keys Primary Key: UTC_QUARTER_HOUR_SK, ACCOUNT_SK. Relationships Child of DM_QUARTER_HOURS on UTC_QUARTER_HOUR_SK. Child of DM_ACCOUNTS on ACCOUNT_SK. Columns Name Column Type Description UTC_QUARTER_HOUR _SK The key of the quarter hour in the format YYYYMMDDHHMI in the UTC time zone. ACCOUNT_SK The primary key of the account associated with this data. OFFERED A count of engagements directed to the agent within the reporting period, by Channel. COMPLETED A count of engagements associated with the agent that completed during the ABANDONED A count of engagements offered to the agent that were abandoned within the reporting period, by Channel. NOT_ANSWERED A count of engagements offered to the agent that were not answered by agent within the reporting period, by Channel. CONFERENCED A count of engagements answered by the agent that were conferenced within the reporting period, by Channel. ANSWERED A count of engagements offered to the agent that were answered within the reporting period, by Channel. May 2017 Avaya Oceanalytics Insights Data Dictionary 14

15 FCT_ACCOUNT_INTERVAL Name Column Type Description CONSULTS A count of engagements answered by the agent that needed a consult within the reporting period, by Channel. TRANSFERRED A count of engagements answered by the agent that were transferred within the reporting period, by Channel. LOGON_DURATION The amount of time the agent was logged in during the reporting period, by Channel. ACW The number of times in the interval that the agent entered ACW, by Channel. ACW_EXTENDED The number of times in the interval that the agent extended ACW, by Channel. TRANSFERRED_TO_S ERVICE TRANSFERRED_TO_A GENT A count of engagements that were transferred directly to a service by an agent within the reporting period, by Channel. A count of engagements that were transferred directly to an agent by an agent within the reporting period, by Channel. ADHOC A count of engagements that the agent initiated that were not related to routed contacts within the reporting period, by Channel. ADHOC_DURATION The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed contacts within the reporting period, by Channel. CONSULTS_INITIATED A count of engagements where the agent initiated a consult within the reporting period, by Channel. TRANSFERRED_INITIA TED CONFERENCED_INITIA TED CONSULTS_ACCEPTE D TRANSFERRED_ACCE PTED CONFERENCED_ACCE PTED TRANS_INITIATE_TO_ SERVICE TRANS_INITIATE_TO_ AGENT A count of engagements where the agent initiated a transfer within the reporting period, by Channel. A count of engagements where the agent initiated a consult that ended in a conference within the reporting period, by Channel. A count of engagements answered by the agent that was a result of a consult within the reporting period, by Channel. A count of engagements answered by the agent that was a result of a transfer within the reporting period, by Channel. A count of engagements answered by the agent that was a result of a conference within the reporting period, by Channel. A count of engagements where the agent initiated a transfer to a service within the reporting period by Channel. A count of engagements where the agent initiated a transfer to an agent within the reporting period, by Channel. May 2017 Avaya Oceanalytics Insights Data Dictionary 15

16 Fact Tables Name Column Type Description TRANS_ACCEPT_FRO M_SERVICE TRANS_ACCEPT_FRO M_AGENT A count of engagements answered by the agent that was a result of a transfer to a service within the reporting period, by Channel. A count of engagements answered by the agent that was a result of a transfer to that agent within the reporting period, by Channel. COACHED A count of engagements where the agent was coached by another agent\supervisor within the reporting period, by Channel. COACHING A count of engagements where the agent\supervisor coached another agent within the reporting period, by Channel. OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the reporting period, by Channel. OBSERVING A count of engagements where the agent\supervisor observed another agent within the reporting period by Channel. BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the reporting period, by Channel. BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the reporting period, by Channel. HOLD_DURATION The amount of time the agent had an engagement on hold within the reporting period, by Channel. ACW_DURATION The amount of time an agent spent wrapping up an engagement within the reporting period, by Channel. BLENDED_ACTIVE_DU RATION The amount of time an agent spent working answered engagements within the reporting period, by Channel. ALERT_DURATION The amount of time the agent had an engagement alerting within the reporting period, by Channel. ACTIVE_TIME_DURATI ON The amount of time the agent spent working engagements within the reporting period, by Channel. CONSULT_DURATION The amount of time the agent had an engagement where the agent was consulting with another agent within the reporting period, by Channel. CONSULTING_DURATI ON The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the reporting period, by Channel. May 2017 Avaya Oceanalytics Insights Data Dictionary 16

17 FCT_ACCOUNT_INTERVAL Name Column Type Description CONSULTED_DURATI ON The amount of time the agent had an engagement where the agent was consulted by another agent within the reporting period, by Channel. COACHED_DURATION The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the reporting period, by Channel. COACHING_DURATIO N OBSERVED_DURATIO N OBSERVING_DURATIO N BARGED_IN_DURATIO N BARGED_OUT_DURAT ION NOT_READY_TIME_DU RATION LONG_ENGAGEMENT S SHORT_ENGAGEMEN TS The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the reporting period, by Channel. The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the reporting period, by Channel. The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the reporting period, by Channel. The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the reporting period, by Channel. The amount of time the agent had an engagement where the agent was barged out of an engagement within the reporting period, by Channel. The amount of time the agent was in Not Ready state within the A count of engagements whose connect duration was greater than the value defined for this measure reported by Channel. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. A count of engagements whose connect duration was less than the value defined for this measure reported by Channel. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. LONG_WRAP_UPS A count of engagement wrap-ups whose duration exceeded the value defined for this measure reported by Channel. Not Implemented SHORT_WRAP_UPS A count of engagement wrap-ups whose duration was less than the value defined for this measure reported by Channel. Not Implemented May 2017 Avaya Oceanalytics Insights Data Dictionary 17

18 Fact Tables Name Column Type Description DISCONNECTS_FROM _HOLD A count of engagements in which a party disconnected from the engagement during the on Hold state. Reported by Channel. LONG_HOLDS A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement reported by Channel. SHORT_NOT_READY A count of the number of times the agent went into a Not Ready state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Not Ready states reported by Channel. COMP_HOLD_DURATI ON COMP_BLENDED_ACT IVE_DURATION COMP_ALERT_DURAT ION COMP_ACTIVE_TIME_ DURATION Not Implemented The amount of time the agent had an engagement on hold within the The amount of time an agent spent working answered engagements that completed within the The amount of time the agent had an engagement alerting that completed within the The amount of time the agent spent working engagements that completed within the COMP_LONG_HOLDS A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. COMP_CONFERENCE D A count of engagements answered by the agents that were conferenced that completed within the reporting period. COMP_ANSWERED A count of engagements offered to the agent that were answered and completed within the COMP_CONSULTS A count of engagements with routing service offered to an agent where the agent initiates at least one interaction with just one other party and then terminates that interaction without performing a transfer or conference that completed within the Consultative transfers are counted as transfers and not as consults. COMP_CONSULTS_INI TIATED A count of engagements answered by the agent that needed a consult that completed within the reporting period, by Channel. May 2017 Avaya Oceanalytics Insights Data Dictionary 18

19 FCT_ACCOUNT_INTERVAL Name Column Type Description COMP_TRANSFERRED _INITIATED COMP_CONFERENCE D_INITIATED COMP_CONSULTS_AC CEPTED COMP_TRANSFERRED _ACCEPTED COMP_CONFERENCE D_ACCEPTED COMP_TRANS_INITIAT E_TO_SERVICE COMP_TRANS_INITIAT E_TO_AGENT COMP_TRANS_ACCEP T_FROM_SERVICE COMP_TRANS_ACCEP T_FROM_AGENT A count of engagements answered by the agent that were transferred that completed within the reporting period, by Channel. A count of engagements answered by the agent that were conferenced that completed within the reporting period, by Channel. A count of engagements answered by the agent that needed a consult that completed within the reporting period. A count of engagements answered by the agent that were transferred that completed within the A count of engagements answered by the agent that was conferenced that completed within the A count of engagements where the agent initiated a transfer to a service that completed within the reporting period, by Channel. A count of engagements where the agent initiated a transfer to an agent that completed within the reporting period, by Channel. A count of engagements answered by the agent that was a result of a transfer to a service that completed within the reporting period, by Channel. A count of engagements answered by the agent that was a result of a transfer to that agent that completed within the reporting period, by Channel. COMP_HOLDS The number of times engagements were put on hold, for engagement that completed in the period. COMP_OFFERED The number of offered calls that completed during the period. COMP_TRANSFERRED A count of engagements that completed within the reporting period that were transferred. COMP_TRANSFERRED _TO_AGENT COMP_TRANSFERRED _TO_SERVICE A count of engagements that were transferred directly to an agent that completed within the reporting period, by Channel. A count of engagements that were transferred directly to a service by an agent that completed within the reporting period, by Channel. COMP_ADHOC A count of engagements that the agent initiated that were not related to routed contacts that completed within the reporting period, by Channel. COMP_ADHOC_DURA TION The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed May 2017 Avaya Oceanalytics Insights Data Dictionary 19

20 Fact Tables Name Column Type Description contacts that completed within the reporting period, by Channel. COMP_COACHED A count of engagements where the agent was coached by another agent\supervisor that completed within the reporting period, by Channel. COMP_COACHING A count of engagements where the agent\supervisor coached another agent that completed within the reporting period, by Channel. COMP_OBSERVED A count of engagements where the agent was observed by another agent\supervisor that completed within the reporting period, by Channel. COMP_OBSERVING A count of engagements where the agent\supervisor observed another agent that completed within the reporting period, by Channel. COMP_BARGED_IN A count of engagements where the agent\supervisor barged in on another agent that completed within the reporting period, by Channel. COMP_BARGED_OUT A count of engagements where the agent was observed by another agent\supervisor that completed within the reporting period, by Channel. COMP_CONSULT_DUR ATION COMP_CONSULTING_ DURATION COMP_CONSULTED_D URATION COMP_COACHED_DU RATION COMP_COACHING_DU RATION COMP_OBSERVED_DU RATION COMP_OBSERVING_D URATION The amount of time the agent had an engagement where the agent was consulting with another agent that completed within the reporting period, by Channel. The amount of time the agent had an engagement where the agent was initiated the consulting with another agent that completed within the reporting period, by Channel. The amount of time the agent had an engagement where the agent was consulted by another agent that completed within the reporting period, by Channel. The amount of time the agent had an engagement where the agent\supervisor was coached by another agent that completed within the reporting period, by Channel. The amount of time the agent had an engagement where the agent was coaching another agent\supervisor that completed within the reporting period, by Channel. The amount of time the agent had an engagement where the agent was observed by another agent\supervisor that completed within the reporting period, by Channel. The amount of time the agent had an engagement where the agent\supervisor was observing another agent that completed within the reporting period, by Channel. May 2017 Avaya Oceanalytics Insights Data Dictionary 20

21 FCT_AGENT_INTERVAL Name Column Type Description COMP_BARGED_IN_D URATION COMP_BARGED_OUT_ DURATION The amount of time the agent had an engagement where the agent\supervisor barged into an engagement that completed within the reporting period, by Channel. The amount of time the agent had an engagement where the agent was barged out of an engagement that completed within the reporting period, by Channel. BLENDED_ACTIVE A count of engagements an agent was active concurrently within the reporting period, by Channel. COMP_BLENDED_ACT IVE COMP_ACW_EXTEND ED A count of engagements an agent was active concurrently that completed within the reporting period, by Channel. The number of times in the interval agent extended ACW that completed within the HOLDS The number of times engagements were put on hold in the interval. NOT_READY_COUNT The number of times in the interval the account was in the Not Ready state. FCT_AGENT_INTERVAL Description The FCT_AGENT_INTERVAL table holds contact measures at the agent level for each quarter hour interval. All times are in UTC. Keys Primary Key: UTC_QUARTER_HOUR_SK, AGENT_SK. Relationships Child of DM_QUARTER_HOURS on UTC_QUARTER_HOUR_SK. Child of DM_AGENTS on AGENT_SK. Columns Name Column Type Description UTC_QUARTER_HOU R_SK The key of the quarter hour in the format YYYYMMDDHHMI in the UTC time zone. AGENT_SK The primary key of the agent associated with this data. OFFERED A count of engagements directed to the agent within the May 2017 Avaya Oceanalytics Insights Data Dictionary 21

22 Fact Tables Name Column Type Description COMPLETED A count of engagements associated with the agent that completed during the ABANDONED A count of engagements offered to the agents that were abandoned within the NOT_ANSWERED A count of engagements offered to the agents that were not answered by agent within the CONFERENCED A count of engagements answered by the agent that were conferenced within the ANSWERED A count of engagements offered to the agents that were answered within the CONSULTS A count of engagements answered by the agent that needed a consult within the reporting period, by Channel. TRANSFERRED A count of engagements answered by the agent that were transferred within the LOGON_DURATION The amount of time the agent was logged in during the IDLE_TIME_DURATIO N The amount of time the agent was waiting to be offered an engagement within the The agent was idle with no active engagement. HOLD_DURATION The amount of time the agent had an engagement on hold within the ACW_DURATION The amount of time an agent spent wrapping up an engagement within the BLENDED_ACTIVE_D URATION The amount of time an agent spent working answered engagements within the ALERT_DURATION The amount of time the agent had an engagement alerting within the BLENDED_ALERT_DU RATION ACTIVE_TIME_DURAT ION NOT_READY_TIME_D URATION LONG_ENGAGEMENT S SHORT_ENGAGEMEN TS The amount of time an agent had working engagements alerting within the The amount of time the agent spent working engagements within the The amount of time the agent was in Not Ready state within the A count of engagements whose connect duration was greater than the value defined for this measure The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. A count of engagements whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. May 2017 Avaya Oceanalytics Insights Data Dictionary 22

23 FCT_AGENT_INTERVAL Name Column Type Description LONG_WRAP_UPS A count of engagement wrap-ups whose duration exceeded the value defined for this measure. SHORT_WRAP_UPS A count of engagement wrap-ups whose duration was less than the value defined for this measure. DISCONNECTS_FROM _HOLD A count of engagements in which a party disconnected from the engagement during the on Hold state. LONG_HOLDS A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. SHORT_NOT_READY A count of the number of times the agent went into an Aux. state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Aux. states. COMP_HOLD_DURATI ON COMP_BLENDED_AC TIVE_DURATION COMP_ALERT_DURA TION COMP_BLENDED_AL ERT_DURATION COMP_ACTIVE_TIME_ DURATION The amount of time the agent had an engagement on hold within the The amount of time an agent spent working answered engagements that completed within the The amount of time the agent had an engagement alerting that completed within the The amount of time an agent had working engagements alerting within the The amount of time the agent spent working engagements that completed within the COMP_LONG_HOLDS A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. COMP_CONFERENCE D A count of engagements answered by the agents that were conferenced that completed within the COMP_ANSWERED A count of engagements offered to the agent that were answered and completed within the COMP_CONSULTS A count of engagements with routing service offered to an agent where the agent initiates at least one interaction with just one other party and then terminates that interaction without performing a transfer or conference that completed within the Consultative transfers are counted as transfers and not as consults. COMP_HOLDS The number of times engagements were put on hold, for engagement that completed in the period. May 2017 Avaya Oceanalytics Insights Data Dictionary 23

24 Fact Tables Name Column Type Description COMP_OFFERED The number of offered calls that completed during the period. COMP_TRANSFERRE D A count of engagements that completed within the reporting period that were transferred. HOLDS The number of times engagements were put on hold in the interval. NOT_READY_COUNT The number of times in the interval the account was in the Not Ready state. ACW The number of times in the interval agent entered ACW. ACW_EXTENDED The number of times in the interval agent extended ACW. TRANSFERRED_TO_A GENT TRANSFERRED_TO_S ERVICE A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service by the agent within the ADHOC A count of engagements that the agent initiated that were not related to routed contacts within the ADHOC_DURATION The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed contacts within the CONSULTS_INITIATE D TRANSFERRED_INITI ATED CONFERENCED_INITI ATED CONSULTS_ACCEPTE D TRANSFERRED_ACC EPTED CONFERENCED_ACC EPTED TRANS_INITIATE_TO_ SERVICE TRANS_INITIATE_TO_ AGENT TRANS_ACCEPT_FRO M_SERVICE TRANS_ACCEPT_FRO M_AGENT A count of engagements where the agent initiated a consult within the A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the A count of engagements answered by the agent that was a result of a consult within the reporting. A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the agent was coached by another agent\supervisor within the May 2017 Avaya Oceanalytics Insights Data Dictionary 24

25 FCT_AGENT_INTERVAL Name Column Type Description COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURATION The amount of time the agent had an engagement where the agent was consulting with another agent within the reporting period. CONSULTING_DURAT ION CONSULTED_DURATI ON COACHED_DURATIO N COACHING_DURATIO N OBSERVED_DURATIO N OBSERVING_DURATI ON BARGED_IN_DURATI ON BARGED_OUT_DURA TION COMP_CONSULTS_IN ITIATED COMP_TRANSFERRE D_INITIATED The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the The amount of time the agent had an engagement where the agent was consulted by another agent within the reporting period. The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the The amount of time the agent had an engagement where the agent was barged out of an engagement within the reporting period. A count of engagements answered by the agent that needed a consult that completed within the A count of engagements answered by the agent that were transferred that completed within the May 2017 Avaya Oceanalytics Insights Data Dictionary 25

26 Fact Tables Name Column Type Description COMP_CONFERENCE D_INITIATED COMP_CONSULTS_A CCEPTED COMP_TRANSFERRE D_ACCEPTED COMP_CONFERENCE D_ACCEPTED COMP_TRANS_INITIA TE_TO_SERVICE COMP_TRANS_INITIA TE_TO_AGENT COMP_TRANS_ACCE PT_FROM_SERVICE COMP_TRANS_ACCE PT_FROM_AGENT COMP_TRANSFERRE D_TO_AGENT COMP_TRANSFERRE D_TO_SERVICE A count of engagements answered by the agent that were conferenced that completed within the A count of engagements answered by the agent that needed a consult that completed within the A count of engagements answered by the agent that were transferred that completed within the A count of engagements answered by the agent that was conferenced that completed within the A count of engagements where the agent initiated a transfer to a service that completed within the A count of engagements where the agent initiated a transfer to an agent that completed within the A count of engagements answered by the agent that was a result of a transfer to a service that completed within the A count of engagements answered by the agent that was a result of a transfer to that agent that completed within the A count of engagements that were transferred directly to this agent that completed within the A count of engagements that were transferred directly to this service and the contact was routed to this agent that completed within the COMP_ADHOC A count of engagements that the Agent initiated that were not related to routed contacts that completed within the reporting period. COMP_ADHOC_DURA TION The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed contacts that completed within the COMP_COACHED A count of engagements where the agent was coached by another agent\supervisor that completed within the reporting period. COMP_COACHING A count of engagements where the agent\supervisor coached another agent that completed within the COMP_OBSERVED A count of engagements where the agent was observed by another agent\supervisor that completed within the reporting period. COMP_OBSERVING A count of engagements where the agent\supervisor observed another agent that completed within the COMP_BARGED_IN A count of engagements where the agent\supervisor barged in on another agent that completed within the May 2017 Avaya Oceanalytics Insights Data Dictionary 26

27 FCT_AGENT_INTERVAL Name Column Type Description COMP_BARGED_OUT A count of engagements where the agent was observed by another agent\supervisor that completed within the reporting period. COMP_CONSULT_DU RATION COMP_CONSULTING_ DURATION COMP_CONSULTED_ DURATION COMP_COACHED_DU RATION COMP_COACHING_D URATION COMP_OBSERVED_D URATION COMP_OBSERVING_D URATION COMP_BARGED_IN_D URATION COMP_BARGED_OUT _DURATION The amount of time the agent had an engagement where the agent was consulting with another agent that completed within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent that completed within the The amount of time the agent had an engagement where the agent was consulted by another agent that completed within the The amount of time the agent had an engagement where the agent\supervisor was coached by another agent that completed within the The amount of time the agent had an engagement where the agent was coaching another agent\supervisor that completed within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor that completed within the The amount of time the agent had an engagement where the agent\supervisor was observing another agent that completed within the The amount of time the agent had an engagement where the agent\supervisor barged into an engagement that completed within the The amount of time the agent had an engagement where the agent was barged out of an engagement that completed within the BLENDED_ALERT A count of engagements an agent had alerting concurrently within the BLENDED_ANSWERE D COMP_BLENDED_AL ERT COMP_BLENDED_AN SWERED ADDITIONAL_DURATI ON A count of engagements an agent was active concurrently within the A count of the concurrent engagements in an alerting state presented to the agent that completed within the reporting interval. A count of the concurrent engagements in an active state at the agent that completed within the reporting interval. The amount of time an agent spent in Additional Work state within the May 2017 Avaya Oceanalytics Insights Data Dictionary 27

28 Fact Tables Name Column Type Description ADDITIONAL_TIME A count of the number of times the agent went into an Additional Work state within the COMP_ACW The number of times in the interval agent entered ACW that completed within the COMP_ACW_EXTEND ED The number of times in the interval agent extended ACW that completed within the FCT_CDR_AGENT_SEGMENT Description The FCT_CDR_AGENT_SEGMENT gives details of each segment with in a contact. All times are in UTC. Keys Primary Key: ENGAGEMENT_ID, CONTACT_ID, SEGMENT_ID, ORIGINATED_TIME. Relationships Child of DM_AGENTS on AGENT_SK. Child of DM_ROUTING_POINTS on ROUTING_POINT_SK. Child of DM_ROUTING_SERVICES on ROUTING_SERVICE_SK. Child of FCT_CDR_CUSTOMER_CONTACT on CDR_CUSTOMER_CONTACT_SK. Child of FCT_CDR_CUSTOMER_ENGAGEMENT on CDR_CUSTOMER_ENGAGEMENT_SK Columns Name Column Type Description ROUTING_POINT_SK The primary key of the routing point associated with the segment. Not Implemented ROUTING_SERVICE_SK The primary key of the routing service associated with the segment. CDR_CUSTOMER_ENGAG EMENT_SK CDR_CUSTOMER_CONTA CT_SK The primary key of the engagement associated with this segment. The primary key of the contact associated with this segment. AGENT_SK The primary key of the agent associated with the segment. May 2017 Avaya Oceanalytics Insights Data Dictionary 28

29 FCT_CDR_AGENT_SEGMENT Name Column Type Description AGENT_CHANNEL_ADDR ESS TEXT (128) The hardware address of the agent taking the contact. ENGAGEMENT_ID TEXT (50) The source system ID to uniquely identify the engagement. CONTACT_ID TEXT (50) The source system ID to uniquely identify the engagement. SEGMENT_ID TEXT (50) The ordinal number of the segment within the contact. SEGMENT_TYPE TEXT (50) The reason that the segment was created. Different Segment Type are Called, Calling, Consulting, Consulted, Observed, Observing, Coached, Coaching, Barged In, Transferred, and Conferenced. ROUTING_SERVICE_NAM E TEXT (300) The name of the routing service that was used to route this contact to the agent. ORIGINATED_TIMESTAMP TIMESTAMP (3) The UTC Timestamp of the beginning of the segment. ANSWER_TIMESTAMP TIMESTAMP (3) The TimeStamp that the agent answered the contact. CUSTOMER_CONTACT_E ND_TIMESTAMP TIMESTAMP (3) The timestamp that the customer engagement on this contact completed, that gave the agent the option to complete or end ACW. This also identifies the time the agent entered ACW. ALERT_TIME_DURATION The total duration, in seconds, the contact was alerting before answer. END_TIMESTAMP TIMESTAMP (3) The UTC Timestamp of the end of the segment. RING_TIME_DURATION The total duration, in seconds, the segment was alerting at the agent before answer. ACTIVE_TIME_DURATION The duration in seconds that the agent was actively engaged with the customer. HANDLING_TIME_DURATI ON CONSULT_TIME_DURATI ON AFTER_CALL_WORK_DU RATION The total duration, in seconds, that the agent was actively handling the customer from the first active event until completion not including alert time. The duration, in seconds, the agent spent consulting another resource. The duration in seconds that the agent was in an after state following the completion of the interaction. ABANDONED_INDICATOR Displays 1 if the segment was abandoned. May 2017 Avaya Oceanalytics Insights Data Dictionary 29

30 Fact Tables Name Column Type Description RONA_INDICATOR Indicates if the segment was returned for rerouting following a failure by the agent to answer. DISCONNECT_FROM_HOL D_INDICATOR TRANSFERRED_INDICAT OR Indicates if the segment was disconnected while on hold. Indicates if the agent transferred this contact. CONSULT_INDICATOR Indicates if the agent initiated a consult in this contact. CONFERENCE_INDICATO R Indicates if the agent initiated a consult that results in a conference. HOLD_INDICATOR Indicates if the agent went on hold in this contact. HOLD_DURATION The duration of time that the agent spent on hold in this contact. BARGED_OUT_INDICATO R Indicates it the agent was barged out of this contact. COACHED_DURATION The duration of time that the agent was coaching on this segment. COACHING_DURATION The duration of time that the agent was coaching on this segment. OBSERVED_DURATION The duration of time that the agent was observed on this segment. OBSERVING_DURATION The duration of time that the agent was observing on this segment. BARGED_IN_DURATION The duration of time that the agent barged in on a contact. BARGED_OUT_DURATIO N The duration of time that the agent was barged out on this segment. COACH_TIMESTAMP TIMESTAMP (3) The UTC TimeStamp that the observation turned into a coaching session. BARGED_OUT_TIMESTAM P The UTC TimeStamp that the agent was barged out of the contact. SEGMENT_DURATION The total duration, in seconds, of the segment. CALLING_PARTY TEXT (128) Calling Party of the personal calling into the Contact Center. HOLD_COUNT The number of times that the agent put the segment on hold in this contact. IS_EXTERNAL Indicates the segment direction whether it originated internally or externally. Segments originated externally populated with INBOUND. May 2017 Avaya Oceanalytics Insights Data Dictionary 30

31 FCT_CDR_CUSTOMER_CONTACT Name Column Type Description Segments originated internally such as consults marked as OUTBOUND. INITIAL_DISPOSITION TEXT (128) The initial disposition of the segment. FINAL_DISPOSITION TEXT (128) The final disposition of the segment. INCOMPLETE Indicates whether the segment is incomplete. FCT_CDR_CUSTOMER_CONTACT Description The FCT_CDR_CUSTOMER_CONTACT table gives details of each contact during an engagement with the customer. All times are in UTC. Keys Primary Key: CDR_CUSTOMER_CONTACT_SK. Logical Key: ENGAGEMENT_ID, CONTACT_ID, ORIGINATED_TIME. Relationships Parent of FCT_CDR_AGENT_SEGMENT on CDR_CUSTOMER_CONTACT_SK. Child of DM_ROUTING_POINTS on ROUTING_POINT_SK. Child of DM_ROUTING_SERVICES on ROUTING_SERVICE_SK. Child of FCT_CDR_CUSTOMER_ENGAGEMENT on CDR_CUSTOMER_ENGAGEMENT_SK. Columns Name Column Type Description ROUTING_POINT_ SK ROUTING_SERVIC E_SK CDR_CUSTOMER_ ENGAGEMENT_SK CDR_CUSTOMER_ CONTACT_SK The primary key of the routing point associated with the contact. Not Implemented The primary key of the routing service associated with the contact. The primary key of the engagement associated with this contact. The primary key of the contact. ENGAGEMENT_ID TEXT (50) The source system ID to uniquely identify the engagement. CONTACT_ID TEXT (50) The source system ID to uniquely identify the contact. May 2017 Avaya Oceanalytics Insights Data Dictionary 31

32 Fact Tables Name Column Type Description CUSTOMER_ID TEXT (128) The customer ID, from the source system, associated with this contact. SEGMENT_TYPE Indicates if the customer called in (Calling) or the agent called out to the customer (Called). ORIGINATED_TIM ESTAMP END_TIMESTAMP RING_TIME_DURA TION HANDLING_TIME_ DURATION TIMESTAMP (3) TIMESTAMP (3) The UTC Timestamp of the beginning of the contact. The UTC Timestamp of the end of the contact. The total duration, in seconds, the contact was alerting before answer. The total duration, in seconds, that the agent was actively handling the customer from the first resource interaction active event until completion not including alert time. HOLD_DURATION The total duration, in seconds, that the contact was placed on hold. ACTIVE_TIME_DU RATION ABANDONED_INDI CATOR TRANSFERRED_IN DICATOR CONSULT_INDICA TOR CONFERENCE_IN DICATOR TRANSFERRED_C OUNT Not Implemented The duration in seconds that the agent was actively engaged with the customer. Displays 1 if the contact was abandoned. Indicates if the agent transferred this contact. Indicates if the agent initiated a consult in this contact. Indicates if the agent initiated a consult that results in a conference. A count of the times that an agent on this contact transferred their segment. CONSULT_COUNT A count of the number of times agents consulted other agents on this contact. CONFERENCE_CO UNT INITIAL_DISPOSITI ON FINAL_DISPOSITI ON CONTACT_DURAT ION TEXT (128) TEXT (128) A count of the number of times a conference was initiated in this contact. The initial disposition of the first segment associated with the contact. The final disposition of the last segment associated with the contact. The total duration, in seconds, of the contact. CALLING_PARTY TEXT (128) Calling address of the customer. DESTINATION_PA RTY TEXT (128) Called party of this contact. May 2017 Avaya Oceanalytics Insights Data Dictionary 32

33 FCT_CDR_CUSTOMER_ENGAGEMENT Name Column Type Description IS_EXTERNAL Indicates the segment direction whether it originated internally or externally. Segments originated externally populated with INBOUND. Segments originated internally such as consults marked as OUTBOUND. INCOMPLETE Indicates whether the contact is incomplete. FCT_CDR_CUSTOMER_ENGAGEMENT Description The FCT_CDR_CUSTOMER_ENGAGEMENT table gives summary information for every customer engagement. All times are in UTC. Keys Primary Key: UTC_QUARTER_HOUR_SK, AGENT_SK, ROUTING_SERVICE_SK. Relationships Parent of FCT_CDR_AGENT_SEGMENT on CDR_CUSTOMER_ENGAGEMENT_SK. Parent of FCT_CDR_CUSTOMER_CONTACT on CDR_CUSTOMER_ENGAGEMENT_SK. Child of DM_ROUTING_POINTS on ROUTING_POINT_SK. Child of DM_ROUTING_SERVICES on ROUTING_SERVICE_SK. Columns Name Column Type Description ROUTING_POINT_SK The primary key of the routing point associated with the engagement. Not Implemented ROUTING_SERVICE_SK The primary key of the routing service associated with the engagement. CDR_CUSTOMER_ENGA GEMENT_SK The primary key of the engagement. ENGAGEMENT_ID TEXT (50) The source system ID to uniquely identify the engagement. ORIGINATED_TIMESTAM P TIMESTAMP (3) The UTC Timestamp of the beginning of the engagement. END_TIMESTAMP TIMESTAMP (3) The UTC Timestamp of the end of the engagement. May 2017 Avaya Oceanalytics Insights Data Dictionary 33

34 Fact Tables Name Column Type Description ENGAGEMENT_DURATIO N The total duration, in seconds, of the engagement. INCOMPLETE Indicates whether the engagement is incomplete. FCT_ROUTE_SERV_BY_AGT_INTERVAL Description The FCT_ROUTE_SERV_BY_AGT_INTERVAL table holds contact measures at the agent level for each quarter hour interval and for each routing service that the agents were active on. All times are in UTC. Keys Primary Key: UTC_QUARTER_HOUR_SK, AGENT_SK, ROUTING_SERVICE_SK. Relationships Child of DM_QUARTER_HOURS on UTC_QUARTER_HOUR_SK. Child of DM_AGENTS on AGENT_SK. Child of DM_ROUTING_SERVICES on ROUTING_SERVICE_SK. Columns Name Column Type Description UTC_QUARTER_H OUR_SK The key of the quarter hour in the format YYYYMMDDHHMI in the UTC time zone. AGENT_SK The primary key of the agent associated with this data. ROUTING_SERVI CE_SK The primary key of the routing service associated with this data. OFFERED A count of engagements directed to the agent within the reporting period. COMPLETED A count of engagements associated with the agent that completed during the ABANDONED A count of engagements offered to the agents that were abandoned within the NOT_ANSWERED A count of engagements offered to the agents that were not answered by agent within the CONFERENCED A count of engagements answered by the agent that were conferenced within the May 2017 Avaya Oceanalytics Insights Data Dictionary 34

35 FCT_ROUTE_SERV_BY_AGT_INTERVAL Name Column Type Description ANSWERED A count of engagements offered to the agents that were answered within the CONSULTS A count of engagements answered by the agent that needed a consult within the reporting period, by Channel. TRANSFERRED A count of engagements answered by the agent that were transferred within the HOLD_DURATION The amount of time the agent had an engagement on hold within the ACW_DURATION The amount of time an agent spent wrapping up an engagement within the BLENDED_ACTIV E_DURATION ALERT_DURATIO N ACTIVE_TIME_DU RATION LONG_ENGAGEM ENTS SHORT_ENGAGE MENTS LONG_WRAP_UP S SHORT_WRAP_U PS Not Implemented The amount of time an agent spent working answered engagements within the The amount of time the agent had an engagement alerting within the The amount of time the agent spent working engagements within the A count of engagements whose connect duration was greater than the value defined for this measure The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. A count of engagements whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. A count of engagement wrap-ups whose duration exceeded the value defined for this measure. A count of engagement wrap-ups whose duration was less than the value defined for this measure. LONG_HOLDS A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. HOLDS The number of times engagements were put on hold in the interval. COMP_HOLD_DU RATION COMP_LONG_HO LDS The amount of time the agent had an engagement on hold within the A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. May 2017 Avaya Oceanalytics Insights Data Dictionary 35

36 Fact Tables Name Column Type Description COMP_BLENDED _ACTIVE_DURATI ON COMP_ALERT_D URATION COMP_ACTIVE_TI ME_DURATION COMP_CONFERE NCED COMP_ANSWERE D The amount of time an agent spent working answered engagements that completed within the The amount of time the agent had an engagement alerting that completed within the The amount of time the agent spent working engagements that completed within the A count of engagements answered by the agents that were conferenced that completed within the A count of engagements offered to the agent that were answered and completed within the COMP_OFFERED The number of offered calls that completed during the period. COMP_CONSULT S COMP_TRANSFE RRED A count of engagements with routing service offered to an agent where the agent initiates at least one interaction with just one other party and then terminates that interaction without performing a transfer or conference that completed within the Consultative transfers are counted as transfers and not as consults. A count of engagements that completed within the reporting period that were transferred. COMP_HOLDS The number of times engagements were put on hold, for engagement that completed in the period. ACW The number of times in the interval agent entered ACW. ACW_EXTENDED The number of times in the interval agent extended ACW. TRANSFERRED_T O_SERVICE TRANSFERRED_T O_AGENT CONSULTS_INITI ATED TRANSFERRED_I NITIATED CONFERENCED_I NITIATED CONSULTS_ACC EPTED TRANSFERRED_A CCEPTED CONFERENCED_ ACCEPTED TRANS_INITIATE_ TO_SERVICE A count of engagements that were transferred directly to a service and the contact was routed to this agent within the A count of engagements that were transferred directly to this agent within the A count of engagements where the agent initiated a consult within the A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the A count of engagements answered by the agent that was a result of a consult within the reporting. A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the May 2017 Avaya Oceanalytics Insights Data Dictionary 36

37 FCT_ROUTE_SERV_BY_AGT_INTERVAL Name Column Type Description TRANS_INITIATE_ TO_AGENT TRANS_ACCEPT_ FROM_SERVICE TRANS_ACCEPT_ FROM_AGENT A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURA TION CONSULTING_DU RATION CONSULTED_DU RATION COACHED_DURA TION COACHING_DUR ATION OBSERVED_DUR ATION OBSERVING_DUR ATION BARGED_IN_DUR ATION BARGED_OUT_D URATION COMP_CONSULT S_INITIATED The amount of time the agent had an engagement where the agent was consulting with another agent within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the reporting period. The amount of time the agent had an engagement where the agent was consulted by another agent within the The amount of time the agent had an engagement where the agent \supervisor was coached by another agent within the reporting period. The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the reporting period. The amount of time the agent had an engagement where the agent \supervisor was observing another agent within the The amount of time the agent had an engagement where the agent \supervisor barged into an engagement within the The amount of time the agent had an engagement where the agent was barged out of an engagement within the A count of engagements answered by the agent that needed a consult that completed within the May 2017 Avaya Oceanalytics Insights Data Dictionary 37

38 Fact Tables Name Column Type Description COMP_TRANSFE RRED_INITIATED COMP_CONFERE NCED_INITIATED COMP_CONSULT S_ACCEPTED COMP_TRANSFE RRED_ACCEPTE D COMP_CONFERE NCED_ACCEPTE D COMP_TRANS_INI TIATE_TO_SERVI CE COMP_TRANS_INI TIATE_TO_AGEN T COMP_TRANS_A CCEPT_FROM_SE RVICE COMP_TRANS_A CCEPT_FROM_A GENT COMP_TRANSFE RRED_TO_AGENT COMP_TRANSFE RRED_TO_SERVI CE A count of engagements answered by the agent that were transferred that completed within the A count of engagements answered by the agent that were conferenced that completed within the A count of engagements answered by the agent that needed a consult that completed within the A count of engagements answered by the agent that were transferred that completed within the A count of engagements answered by the agent that was conferenced that completed within the A count of engagements where the agent initiated a transfer to a service that completed within the A count of engagements where the agent initiated a transfer to an agent that completed within the A count of engagements answered by the agent that was a result of a transfer to a service that completed within the A count of engagements answered by the agent that was a result of a transfer to that agent that completed within the A count of engagements that were transferred directly to this agent that completed within the A count of engagements that were transferred directly to this service and the contact was routed to this agent that completed within the COMP_COACHED A count of engagements where the agent was coached by another agent\supervisor that completed within the COMP_COACHIN G COMP_OBSERVE D COMP_OBSERVIN G COMP_BARGED_I N COMP_BARGED_ OUT A count of engagements where the agent\supervisor coached another agent that completed within the A count of engagements where the agent was observed by another agent\supervisor that completed within the A count of engagements where the agent\supervisor observed another agent that completed within the A count of engagements where the agent\supervisor barged in on another agent that completed within the A count of engagements where the agent was observed by another agent\supervisor that completed within the May 2017 Avaya Oceanalytics Insights Data Dictionary 38

39 FCT_ROUTING_SERVICE_INTERVAL Name Column Type Description COMP_CONSULT _DURATION COMP_CONSULTI NG_DURATION COMP_CONSULT ED_DURATION COMP_COACHED _DURATION COMP_COACHIN G_DURATION COMP_OBSERVE D_DURATION COMP_OBSERVIN G_DURATION COMP_BARGED_I N_DURATION COMP_BARGED_ OUT_DURATION BLENDED_ACTIV E COMP_BLENDED _ACTIVE The amount of time the agent had an engagement where the agent was consulting with another agent that completed within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent that completed within the The amount of time the agent had an engagement where the agent was consulted by another agent that completed within the reporting period. The amount of time the agent had an engagement where the agent \supervisor was coached by another agent that completed within the The amount of time the agent had an engagement where the agent was coaching another agent\supervisor that completed within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor that completed within the The amount of time the agent had an engagement where the agent \supervisor was observing another agent that completed within the The amount of time the agent had an engagement where the agent \supervisor barged into an engagement that completed within the The amount of time the agent had an engagement where the agent was barged out of an engagement that completed within the A count of engagements an agent was active concurrently within the A count of engagements an agent was active concurrently that completed within the COMP_ACW The number of times in the interval agent entered ACW that completed within the COMP_ACW_EXT ENDED The number of times in the interval agent extended ACW that completed within the FCT_ROUTING_SERVICE_INTERVAL Description The FCT_ROUTING_SERVICE_INTERVAL table holds contact measures at the routing service level for each quarter hour interval. All times are in UTC. May 2017 Avaya Oceanalytics Insights Data Dictionary 39

40 Fact Tables Keys Primary Key: UTC_QUARTER_HOUR_SK, ROUTING_SERVICE_SK. Relationships Child of DM_QUARTER_HOURS on UTC_QUARTER_HOUR_SK. Child of DM_ ROUTING_SERVICES on ROUTING_SERVICE_SK. Columns Name UTC_QUARTER_HOU R_SK ROUTING_SERVICE_ SK Column Type Description The key of the quarter hour in the format YYYYMMDDHHMI in the UTC time zone. The primary key of the routing service associated with this data. ANSWERED A count of engagements with routing service offered to the agent and answered within the ABANDONED A count of engagements with routing service offered to the agent and abandoned within the OFFERED A count of engagements with routing service offered to the agent within the COMPLETED A count of engagements associated with the routing service that completed during the NOT_ANSWERED A count of engagements with routing service offered to the agent within the CONSULTS A count of engagements with routing service offered to an agent where the agent initiates at least one interaction with just one other party and then terminates that interaction without performing a transfer or conference. Consultative transfers are counted as transfers and not as consults. TRANSFERRED A count of engagements with routing service answered by the agent that were transferred within the ACTIVE_TIME_DURA TION RING_TIME_DURATI ON The amount of time the agent spent working answered engagements with routing service within the The amount of ring time for an engagement with routing service within the HOLD_DURATION The amount of time an engagement was on Hold with routing service within the ACW_TIME_DURATI ON The amount of time an engagement was in ACW state with routing service within the May 2017 Avaya Oceanalytics Insights Data Dictionary 40

41 FCT_ROUTING_SERVICE_INTERVAL Name Column Type Description TOT_DURATION Amount of time for an agent to answer an engagement from the alerting state to complete state for the routing service. ABANDON_DURATIO N The length of time for the attribute set that work waits or is involved with the engagement centre before abandoning. The start time begins at arrival to the entity of interest and end time is the point of abandon. WAIT_DURATION The wait time on the routing service. COMP_ANSWERED A count of engagements with routing service offered to the agent and answered that completed within the COMP_CONSULTS A count of engagements with routing service offered to an agent where the agent initiates at least one interaction with just one other party and then terminates that interaction without performing a transfer or conference that completed within the Consultative transfers are counted as transfers and not as consults. COMP_ACTIVE_TIME _DURATION COMP_RING_TIME_D URATION COMP_HOLD_DURA TION COMP_ACW_TIME_D URATION The amount of time the agent spent working answered engagements with routing service that completed within the The amount of ring time for an engagement with routing service that completed within the The amount of time an engagement was on Hold with routing service that completed within the The amount of time an engagement was in ACW state with routing service that completed within the COMP_WAIT_TIME Wait time on the routing service for engagements that completed within the COMP_OFFERED The number of offered calls that completed during the period. COMP_NOT_ANSWE RED COMP_TRANSFERRE D A count of engagements that completed within the reporting period with a status of not answered. A count of engagements that completed within the reporting period that were transferred. HOLDS The number of times engagements were put on hold in the interval. COMP_HOLDS The number of times engagements were put on hold, for engagement that completed in the period. CONFERENCED The number of calls in the interval that were conferenced. COMP_CONFERENC ED COMP_ANS_AFTER_ THRESHOLD The number of calls that completed in the interval that were conferenced. The number of calls that completed in the interval that were answered after the maximum allowed threshold. May 2017 Avaya Oceanalytics Insights Data Dictionary 41

42 Fact Tables Name COMP_ABANDON_TI ME_DURATION LONG_ENGAGEMEN TS SHORT_ENGAGEME NTS Column Type Description The total abandoned time, in seconds, for calls that completed in the interval. A count of engagements whose connect duration was greater than the value defined for this measure The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. A count of engagements whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. LONG_WRAP_UPS A count of engagement wrap-ups whose duration exceeded the value defined for this measure. SHORT_WRAP_UPS A count of engagement wrap-ups whose duration was less than the value defined for this measure. COMP_LONG_HOLD S A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. LONG_HOLDS A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. ACW The number of times in the interval agent entered ACW. ACW_EXTENDED The number of times in the interval agent extended ACW. TRANSFERRED_TO_ SERVICE TRANSFERRED_TO_ AGENT CONSULTS_INITIATE D TRANSFERRED_INITI ATED CONFERENCED_INIT IATED CONSULTS_ACCEPT ED TRANSFERRED_ACC EPTED A count of engagements that were transferred directly to a service and the contact was routed to this agent within the reporting period. A count of engagements that were transferred directly to this agent within the A count of engagements where the agent initiated a consult within the A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the A count of engagements answered by the agent that was a result of a consult within the reporting. A count of engagements answered by the agent that was a result of a transfer within the May 2017 Avaya Oceanalytics Insights Data Dictionary 42

43 FCT_ROUTING_SERVICE_INTERVAL Name CONFERENCED_AC CEPTED TRANS_INITIATE_TO _SERVICE TRANS_INITIATE_TO _AGENT TRANS_ACCEPT_FR OM_SERVICE TRANS_ACCEPT_FR OM_AGENT Column Type Description A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURATIO N CONSULTING_DURA TION CONSULTED_DURAT ION COACHED_DURATIO N COACHING_DURATI ON OBSERVED_DURATI ON OBSERVING_DURATI ON The amount of time the agent had an engagement where the agent was consulting with another agent within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the reporting period. The amount of time the agent had an engagement where the agent was consulted by another agent within the The amount of time the agent had an engagement where the agent \supervisor was coached by another agent within the reporting period. The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the reporting period. The amount of time the agent had an engagement where the agent \supervisor was observing another agent within the reporting period. May 2017 Avaya Oceanalytics Insights Data Dictionary 43

44 Fact Tables Name BARGED_IN_DURATI ON BARGED_OUT_DUR ATION COMP_CONSULTS_I NITIATED COMP_TRANSFERRE D_INITIATED COMP_CONFERENC ED_INITIATED COMP_CONSULTS_A CCEPTED COMP_TRANSFERRE D_ACCEPTED COMP_CONFERENC ED_ACCEPTED COMP_TRANS_INITI ATE_TO_SERVICE COMP_TRANS_INITI ATE_TO_AGENT COMP_TRANS_ACCE PT_FROM_SERVICE COMP_TRANS_ACCE PT_FROM_AGENT COMP_TRANSFERRE D_TO_AGENT COMP_TRANSFERRE D_TO_SERVICE Column Type Description The amount of time the agent had an engagement where the agent \supervisor barged into an engagement within the The amount of time the agent had an engagement where the agent was barged out of an engagement within the A count of engagements answered by the agent that needed a consult that completed within the A count of engagements answered by the agent that were transferred that completed within the A count of engagements answered by the agent that were conferenced that completed within the A count of engagements answered by the agent that needed a consult that completed within the A count of engagements answered by the agent that were transferred that completed within the A count of engagements answered by the agent that was conferenced that completed within the A count of engagements where the agent initiated a transfer to a service that completed within the A count of engagements where the agent initiated a transfer to an agent that completed within the A count of engagements answered by the agent that was a result of a transfer to a service that completed within the A count of engagements answered by the agent that was a result of a transfer to that agent that completed within the reporting period. A count of engagements that were transferred directly to this agent that completed within the A count of engagements that were transferred directly to this service and the contact was routed to this agent that completed within the COMP_COACHED A count of engagements where the agent was coached by another agent\supervisor that completed within the COMP_COACHING A count of engagements where the agent\supervisor coached another agent that completed within the COMP_OBSERVED A count of engagements where the agent was observed by another agent\supervisor that completed within the COMP_OBSERVING A count of engagements where the agent\supervisor observed another agent that completed within the COMP_BARGED_IN A count of engagements where the agent\supervisor barged in on another agent that completed within the May 2017 Avaya Oceanalytics Insights Data Dictionary 44

45 FCT_ROUTING_SERVICE_INTERVAL Name COMP_BARGED_OU T COMP_CONSULT_DU RATION COMP_CONSULTING _DURATION COMP_CONSULTED_ DURATION COMP_COACHED_D URATION COMP_COACHING_D URATION COMP_OBSERVED_ DURATION COMP_OBSERVING_ DURATION COMP_BARGED_IN_ DURATION COMP_BARGED_OU T_DURATION Column Type Description A count of engagements where the agent was observed by another agent\supervisor that completed within the The amount of time the agent had an engagement where the agent was consulting with another agent that completed within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent that completed within the The amount of time the agent had an engagement where the agent was consulted by another agent that completed within the reporting period. The amount of time the agent had an engagement where the agent \supervisor was coached by another agent that completed within the The amount of time the agent had an engagement where the agent was coaching another agent\supervisor that completed within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor that completed within the The amount of time the agent had an engagement where the agent \supervisor was observing another agent that completed within the The amount of time the agent had an engagement where the agent \supervisor barged into an engagement that completed within the The amount of time the agent had an engagement where the agent was barged out of an engagement that completed within the BLENDED_ACTIVE A count of engagements an agent was active concurrently within the COMP_BLENDED_AC TIVE A count of engagements an agent was active concurrently that completed within the COMP_ACW The number of times in the interval agent entered ACW that completed within the COMP_ACW_EXTEN DED The number of times in the interval agent extended ACW that completed within the May 2017 Avaya Oceanalytics Insights Data Dictionary 45

46 Chapter 3: Other Tables Other Tables The following tables and views are used internally by the system and are not recommended for use in customized reports. LKP_TIMEZONES DM_TIMEZONES DM_QUARTER_HOUR_INTERVALS VW_CURRENT_AGENT_SETUP May 2017 Avaya Oceanalytics Insights Data Dictionary 46

47 Chapter 4: Oracle Business Activity Monitor (BAM) Data Objects Considerations Supervisor names and ID can appear as UNKNOWN SUPERVISOR in the following scenarios: You have not assigned a supervisor to an agent in Avaya Control Manager. The agent is itself an supervisor and no supervisor is configured for such an agent in Avaya Control Manager. Data Objects The following data objects are used to populate reports in Oracle Business Activity Monitor (BAM). AgentByAccount Table 1: Columns Display Name Column Type Description Agent ID VARCHAR The agent ID from the source system of the agent that owns this account. Provider ID VARCHAR Provider ID of the source system. Account ID VARCHAR The account ID in the source system. Supervisor ID VARCHAR The supervisor ID of the agent s supervisor. Offered A count of engagements offered to the agent from the routing service within the Includes abandoned. Completed A count of engagements offered to the agent from the routing service within the Includes consult, transferred, and conferenced. May 2017 Avaya Oceanalytics Insights Data Dictionary 47

48 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description Abandoned A count of engagements offered that abandoned within the The caller disconnected during alerting time. Not Answered A count of offered engagements not answered by the agent within the Conferenced A count of offered engagements conferenced by the agent within the Answered A count of offered engagements answered by the agent within the Consults A count of consulted engagements by the agent within the Transfers A count of offered engagements transferred by the agent within the Logged In Time The amount of time the agent was logged in during the reporting period. Hold Time The amount of time the agent had engagements on hold during the Alert Time The amount of time the agent had engagements alerting during the Active Time The amount of time the agent was active on engagements within the Not Ready Time The amount of time the agent was in a Not Ready state during the Disconnects From Hold A count of engagements in which a party disconnected from the engagement during the on hold state. Long Holds A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. Unique ID VARCHAR Unique ID of the record for internal use. First Name VARCHAR The first name of the agent that owns this account. Last Name VARCHAR The last name of the agent that owns this account. Display Name VARCHAR The display name of the agent that owns this account. Supervisor First Name Supervisor Last Name VARCHAR VARCHAR The first name of the supervisor. The last name of the supervisor. Ready Indicates the agent is in a ready state. Not Ready Indicates the agent is in a not ready state. Active Contacts A count of the contacts at Workspaces. May 2017 Avaya Oceanalytics Insights Data Dictionary 48

49 Data Objects Display Name Column Type Description Active Work Limit A count of the multiplicity limit for the number of contacts that can be presented to the agent. Channel VARCHAR Name of channel. logintimestamp VARCHAR Agent log in time. logouttimestamp VARCHAR Agent log out time. laststatechangeti mestamp LastStateReasonTi mestamp agentbyaccountst ate Last Work Code Change Timestamp VARCHAR VARCHAR VARCHAR VARCHAR Time of last state change. Time of last state reason change. Agent state: Logged in, Logged out, Ready, Not Ready. Last work code change time. This will be the same timestamp as the Last StateChange and Reason timestamp when work code is changed. Long Engagements A count of engagements whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. Short Engagements A count of engagements whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. Long Wrap-ups A count of engagement wrap-ups whose duration exceeded the value defined for this measure. Short Wrap-ups A count of engagement wrap-ups whose duration was less than the value defined for this measure. Holds A count of times engagement put into a hold state. Blended Active Time The amount of time an agent is active on multiple engagements within the ADHOC A count of engagements that the agent initiated that were not related to routed contacts within the ADHOC_DURATIO N TRANSFERRED_T O_AGENT TRANSFERRED_T O_SERVICE CONSULTS_INITIA TED The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed contacts within the A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service and the contact was routed to this agent within the reporting period. A count of engagements where the agent initiated a consult within the May 2017 Avaya Oceanalytics Insights Data Dictionary 49

50 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description TRANSFERRED_IN ITIATED CONFERENCED_IN ITIATED CONSULTS_ACCE PTED TRANSFERRED_A CCEPTED CONFERENCED_A CCEPTED TRANSFERRED_IN ITIATED_TO_SERV ICE TRANSFERRED_IN ITIATED_TO_AGEN T TRANSFERRED_A CCEPTED_FROM_ SERVICE TRANSFERRED_ ACCEPTED_FROM AGENT A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the A count of engagements answered by the agent that was a result of a consult within the A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the Agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURATI ON CONSULTING_DU RATION CONSULTED_DUR ATION The amount of time the agent had an engagement where the agent was consulting with another agent within the reporting period. The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the The amount of time the agent had an engagement where the agent was consulted by another agent within the May 2017 Avaya Oceanalytics Insights Data Dictionary 50

51 Data Objects Display Name Column Type Description COACHED_DURAT ION COACHING_DURA TION OBSERVED_DURA TION OBSERVING_DUR ATION BARGED_IN_DUR ATION BARGED_OUT_DU RATION The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the reporting period. The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the reporting period. The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the reporting period. The amount of time the agent had an engagement where the agent was barged out of an engagement within the reporting period. ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. Table 2: Calculated Fields Display Name Calculation Description Supervisor Name Average Hold Time Average Active Time Agent Name {Supervisor First Name}+" "+{Supervisor Last Name} IF(Completed==0)THEN(Comp leted- Completed)ELSE({Hold Time}/Completed) IF(Completed==0)THEN(Comp leted- Completed)ELSE({Active Time}/Completed) {First Name}+" "+{Last Name} % Answered IF(Completed==0)THEN(Comp leted- Completed)ELSE({Answered} /Completed) Supervisor full name. Average hold time per engagement that completed. Average active time per engagement that completed. Agent full name. Percentage of engagements answered that were offered to the agent. May 2017 Avaya Oceanalytics Insights Data Dictionary 51

52 Oracle Business Activity Monitor (BAM) Data Objects Display Name Calculation Description % Availability IF({Logged In Time}==0)THEN({Logged In Time}-{Logged In Time})ELSE(({Logged In Time}-{Not Ready Time})/ {Logged In Time}) Average Handle Time Handle Time IF(Answered==0)THEN(Answe red-answered)else({handle Time}/Answered) {Alert Time}+{Active Time} Percentage of the agent logged in time that was available to work on engagements. Averages handle time per engagement that completed. Handle time. AgentByContact Table 3: Columns Display Name Column Type Description Agent ID VARCHAR The agent ID from the source system of the agent that owns this account. Account ID VARCHAR The account ID in the source system. Supervisor ID VARCHAR The supervisor ID of the agent s supervisor. Contact ID VARCHAR ID of contact. Engagement ID VARCHAR ID of engagement. Segment Start Timestamp TIMESTAMP (3) The start time of the Interaction which could be the timestamp that the contact started alerting, or consult initiated or observation initiated. State VARCHAR The status of engagement. State Effective Timestamp TIMESTAMP (3) The UTC timestamp of the last state changed. State Reason VARCHAR The reason for the change in status of engagement. State Reason Effective Timestamp TIMESTAMP (3) The UTC timestamp of the last state reason changed. Activity Code ID VARCHAR Last activity code set on the contact. Activity Code Name Activity Code Effective Timestamp VARCHAR TIMESTAMP (3) The configured name of the last activity code set on the contact. The UTC timestamp of the last activity code set by the agent. May 2017 Avaya Oceanalytics Insights Data Dictionary 52

53 Data Objects Display Name Column Type Description Segment Type VARCHAR The reason that the segment was created. Different Segment Type are Called, Calling, Consulting, Consulted, Observed, Observing, Coached, Coaching, Barged In, Transferred, and Conferenced. Segment Type Effective Timestamp TIMESTAMP (3) The UTC timestamp that the segment was created. Routing Service ID VARCHAR The Routing attribute service that matched the agent to this contact. Routing Service Name VARCHAR The configured name of the routing attribute service that matched the agent to this contact. Holds The count of the number of times that the agent put this segment on hold. Conferenced A count of offered engagements conferenced by the agent within the Consults A count of consulted engagements by the agent within the Observe A count of observer instances on this segment. Coach A count of coach instances on this segment. Last Hold Timestamp Last Consult Timestamp Last Barge Timestamp Last Observe Timestamp Last Coach Timestamp Customer End Timestamp TIMESTAMP (3) TIMESTAMP (3) TIMESTAMP (3) TIMESTAMP (3) TIMESTAMP (3) TIMESTAMP (3) The UTC timestamp that the segment was last put on hold. The UTC timestamp that the segment was last consulting with another agent. The UTC timestamp that the segment was involved in a barge scenario. The UTC timestamp that the segment was involved in a observe scenario. The UTC timestamp that the segment was involved in a coach scenario. The UTC timestamp that the customer engagement on this contact completed that gave the agent the option to complete or end ACW. This also identifies the time the agent entered ACW. ACW_Indicator VARCHAR Indicator to identify if the agent went into ACW for this contact. Barged-Out Indicator Indicator to identify if the agent was barged out for the contact. Transfer Indicator Indicator to identify if the agent transferred the contact. Call Originator VARCHAR Address of the originator of the contact. For example, phone number or the address. Unique ID VARCHAR Unique ID of the record for internal use. May 2017 Avaya Oceanalytics Insights Data Dictionary 53

54 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description First Name VARCHAR The first name of the agent that owns this account. Last Name VARCHAR The last name of the agent that owns this account. Display Name VARCHAR The display name of the agent that owns this account. Supervisor First Name Supervisor Last Name VARCHAR VARCHAR The first name of the supervisor. The last name of the supervisor. Channel VARCHAR Name of channel. FinalDisposition VARCHAR The final disposition set by the agent on this segment. InitiallDisposition VARCHAR The initial disposition set by the agent on this segment. Incomplete Indicator if the contact is complete or still active. Table 4: Calculated Fields Display Name Calculation Description Supervisor Name {Supervisor First Name}+" "+ {Supervisor Last Name} Agent Name {First Name}+" "+ {Last Name} Supervisor full name. Agent full name. Agent Performance Table 5: Columns Display Name Column Type Description First Name VARCHAR Agent first name. Last Name VARCHAR Agent last name. Agent ID VARCHAR Agent ID in the system. Display Name VARCHAR Agent display name. Supervisor First Name Supervisor Last Name VARCHAR VARCHAR Supervisor first name. Supervisor last name. Supervisor ID VARCHAR Supervisor ID in the system. Offered A count of engagements offered to the agent by the routing service. May 2017 Avaya Oceanalytics Insights Data Dictionary 54

55 Data Objects Display Name Column Type Description Abandoned A count of engagements abandoned while alerting at the agent. Answered A count of engagements answered by the agent. Completed A count of engagements completed by the agent. Transfers A count of engagements transferred by the agent. Conferenced A count of engagements conferenced by the agent. Consults A count of engagements consulted by the agent. Not Answered A count of engagements not answered by the agent. Holds A count of times agent put engagements in a Hold state. Active Time The amount of time the agent spent working on engagements within the Hold Time The amount of time the agent had engagements on hold during the Alert Time The amount of time the agent had engagements alerting. Not Ready Time The amount of time the agent was in Not Ready state. Logged In Time The amount of time the agent was logged in during the Idle Time The amount of time the agent was waiting to be offered an engagement within the The agent was idle with no active engagement. Alert Time The amount of time the engagements were alerting at the agent. Ready Indicates ready state. Not Ready Indicates not ready state. Disconnects From Hold A count of engagements in which a party disconnected from the engagement during the on hold state. Reported by Channel. Long Holds A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement reported by Channel. Last State Change Time Time when the last state change occurred. Provider ID ID of the provider system. Agent State Agent state: Logged in, Logged out, Ready, Not Ready. Work State Agent work state: Available, Unavailable, Busy or Idle. May 2017 Avaya Oceanalytics Insights Data Dictionary 55

56 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description Unique ID ID to uniquely identify this record in the database for internal use. LastState Change Timestamp VARCHAR Last state change in a timestamp format. Login TimeStamp VARCHAR Log in time in a time stamp format. logouttimestamp VARCHAR Agent log out time. NR Reason Code Name Last State Reason Timestamp Last Work Code Change Timestamp VARCHAR VARCHAR VARCHAR NR Reason Code VARCHAR Not ready Reason Code. Not Ready Reason name. No name supported for the default not ready reason code 0. Time stamp of the last change to the not ready reason. Last work code change time. This will be the same timestamp as the Last StateChange and Reason timestamp when work code is changed. Long Engagements A count of engagements that the agent was active on for a duration that exceeded the value defined for this measure. Short Engagements A count of engagements that the agent was active on for a duration that was below the value defined for this measure. Long Wrap-ups A count of engagements that the agent was in wrap up for a duration that exceeded the value defined for this measure. Short Wrap-ups A count of engagements that the agent was in wrap up for a duration that was below the value defined for this measure. Short Not Ready A count of not ready occurrences that the agent was in not ready for a duration that was below the value defined for this measure. Blended Active Time The amount of time an agent is active on blended engagements within the Blended Alerting Time The amount of time blended engagements alert within the Additional Time Also known as after call work, this is the time after the contact has ended, the agent spends working on the engagement. TRANSFERRED_TO_ AGENT TRANSFERRED_TO_ SERVICE A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service and the contact was routed to this agent within the May 2017 Avaya Oceanalytics Insights Data Dictionary 56

57 Data Objects ADHOC A count of engagements that the agent initiated that were not related to routed contacts within the reporting period. ADHOC_DURATION The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed contacts within the CONSULTS_INITIATE D TRANSFERRED_INIT IATED CONFERENCED_INIT IATED CONSULTS_ACCEPT ED TRANSFERRED_AC CEPTED CONFERENCED_AC CEPTED TRANSFERRED_INIT IATED_TO_SERVICE TRANSFERRED_INIT IATED_TO_AGENT TRANSFERRED_AC CEPTED_FROM_SER VICE TRANSFERRED_ ACCEPTED_FROM AGENT A count of engagements where the agent initiated a consult within the A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the reporting period. A count of engagements answered by the agent that was a result of a consult within the A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the Agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the reporting period. May 2017 Avaya Oceanalytics Insights Data Dictionary 57

58 Oracle Business Activity Monitor (BAM) Data Objects CONSULT_DURATIO N CONSULTING_DURA TION CONSULTED_DURA TION COACHED_DURATIO N COACHING_DURATI ON OBSERVED_DURATI ON OBSERVING_DURAT ION BARGED_IN_DURATI ON BARGED_OUT_DUR ATION The amount of time the agent had an engagement where the agent was consulting with another agent within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the The amount of time the agent had an engagement where the agent was consulted by another agent within the The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the The amount of time the agent had an engagement where the agent was observed by another agent \supervisor within the The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the The amount of time the agent had an engagement where the agent was barged out of an engagement within the ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. Table 6: Calculated Fields Display Name Calculation Description Agent Name Supervisor Name Average Active Time First Name + Last Name Supervisor First Name + Supervisor Last Name Active Time/ Completed % Work ({Active Time}+ {Hold Time}+ Agent full name. Supervisor full name. Average amount of time spent on engagements that were completed. Percentage of the logged in time the agent was working on engagements. May 2017 Avaya Oceanalytics Insights Data Dictionary 58

59 Data Objects Display Name Calculation Description {Additional Time })/{Logged In Time} Agent State - Color coded based on value. IDLE: Yellow, READY: Green, LOGGED_OUT: Red, all other states: Orange. % Completed Answered/ (Not Answered +Answered)*100 Percentage of offered calls that were completed. Work State - Used to color code depending on value of state: Idle: Yellow, Ready: Green, Logged out: Red, any other state the background color defaults to Orange. AgentGroup Table 7: Columns Display Name Column Type Description Group ID VARCHAR Agent ID in the system. Display Name VARCHAR Agent display name. Offered Count of engagements offered to the agent by the routing service. Abandoned A count of engagements abandoned while alerting at the agent in the group. Answered Count of engagements answered by agents in the group. Completed A count of engagements completed by agents in the group. Transfers A count of engagements transferred by agents in the group. Conferenced A count of engagements conferenced by agents in the group. Consults Count of engagements consulted by agents in the group. Not Answered Count of engagements not answered by agents in the group. Holds A count of times agent put engagements in a Hold state. Active Time The amount of time the agent spent working engagements within the May 2017 Avaya Oceanalytics Insights Data Dictionary 59

60 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description Hold Time The amount of time the agent had engagements on hold within the Alert Time The amount of time the agent had engagements alerting. Ready The amount of agents in the Ready state in this group. Not Ready The amount of agents in the Not Ready state in this group. Logged In The amount of agents logged in as part of this group. Disconnects From Hold A count of engagements in which a party disconnected from the engagement during the on hold state. Reported by Channel. Long Holds A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement reported by Channel. Long Engagements A count of engagements that the agent was active on for a duration that exceeded the value defined for this measure. Short Engagements A count of engagements that the agent was active on for a duration that was below the value defined for this measure. Long Wrap-ups A count of engagements that the agent was in wrap up for a duration that exceeded the value defined for this measure. Short Wrap-ups A count of engagements that the agent was in wrap up for a duration that was below the value defined for this measure. ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. ADHOC A count of engagements that the agent initiated that were not related to routed contacts within the May 2017 Avaya Oceanalytics Insights Data Dictionary 60

61 Data Objects Table 8: Calculated Fields Display Name Calculation Description Average Active Time Active Time/ Completed Average amount of time spent on engagements that were completed. RoutingService Table 9: Columns Display Name Column Type Description Routing Service Name VARCHAR Name of the routing service. Routing Service ID VARCHAR ID of the routing service. Available VARCHAR A count of agents available to work on engagements of the routing service. Contacts Waiting A count of the routing service engagements waiting in queue. Contacts At Agent A count of the routing service engagements currently with agents. In ACW A count of the routing service engagements currently with agents in ACW state. Active A count of the routing services active within the reporting period. Completed A count of the routing service engagements completed within the Answered A count of the routing service engagements answered within the Answered After Threshold Abandoned After Threshold A count of the routing service engagements answered after the minimum threshold. A count of the routing service engagements which abandoned before the maximum threshold. Held Contacts A count of the routing service engagements currently on hold. Holds A count of hold occurrences for the routing service engagements. Alerting A count of the routing service engagements alerting. Offered A count of the routing service engagements offered. Not Answered A count of the routing service engagements not answered. Abandoned A count of the routing service engagements abandoned. Consults A count of the routing service engagements consulted. May 2017 Avaya Oceanalytics Insights Data Dictionary 61

62 Oracle Business Activity Monitor (BAM) Data Objects Transfers A count of the routing service engagements transferred. Conferences A count of the routing service engagements conferenced. Hold Time The amount of time the routing service engagements were on hold within the Abandon Time The amount of time before the routing service engagements abandoned within the Total Time The total time of the routing service engagements within the Ring Time The time the routing service engagements alerted within the WaitTime Queue time of the routing service engagements. Active Time The active time of the routing service engagements. Oldest Contact Waiting VARCHAR Oldest queueing engagement of the routing service. Service Display Name VARCHAR Configured name for the service name in Avaya Control Manager. Provider ID VARCHAR ID of the provider system. Expected Wait Time VARCHAR Expected wait time of the engagements of this routing service. Channel ID VARCHAR ID of the channel. TRANSFERRED_TO_AG ENT TRANSFERRED_TO_SE RVICE A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service and the contact was routed to this agent within the CONSULTS_INITIATED A count of engagements where the agent initiated a consult within the TRANSFERRED_INITIAT ED CONFERENCED_INITIAT ED A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the CONSULTS_ACCEPTED A count of engagements answered by the agent that was a result of a consult within the TRANSFERRED_ACCEP TED CONFERENCED_ACCEP TED TRANSFERRED_INITIAT ED_TO_SERVICE TRANSFERRED_INITIAT ED_TO_AGENT A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the May 2017 Avaya Oceanalytics Insights Data Dictionary 62

63 Data Objects TRANSFERRED_ACCEP TED_FROM_SERVICE TRANSFERRED_ ACCEPTED_FROM AGENT A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the Agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURATION The amount of time the agent had an engagement where the agent was consulting with another agent within the reporting period. CONSULTING_DURATIO N CONSULTED_DURATIO N The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the The amount of time the agent had an engagement where the agent was consulted by another agent within the reporting period. COACHED_DURATION The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the COACHING_DURATION The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the OBSERVED_DURATION The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the OBSERVING_DURATION The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the BARGED_IN_DURATION The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the May 2017 Avaya Oceanalytics Insights Data Dictionary 63

64 Oracle Business Activity Monitor (BAM) Data Objects BARGED_OUT_DURATI ON The amount of time the agent had an engagement where the agent was barged out of an engagement within the reporting period. ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. Long Engagements A count of engagements that the agent was active on for a duration that exceeded the value defined for this measure. Short Engagements A count of engagements that the agent was active on for a duration that was below the value defined for this measure. Long Wrap-ups A count of engagements that the agent was in wrap up for a duration that exceeded the value defined for this measure. Short Wrap-ups A count of engagements that the agent was in wrap up for a duration that was below the value defined for this measure. Long Holds A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. Table 10: Calculated Fields Display Name Calculation Description Average Active Time Active Time/Completed Average amount of time spent on engagements that were completed. Average Hold Time Hold Time/Completed Average amount of time engagements were on hold. Average Speed Ring Time/Completed Average amount of engagements spent alerting. % Service ((Answered+Abandoned)- ({Answered After Threshold}+{Abandoned After Threshold}))/ (Answered+Abandoned)) Percentage of engagements processed within the allowable thresholds. AgentByRoutingService Table 11: Columns Display Name Column Type Description Agent ID VARCHAR ID to uniquely identify agent. May 2017 Avaya Oceanalytics Insights Data Dictionary 64

65 Data Objects Display Name Column Type Description Supervisor ID VARCHAR ID to uniquely identify supervisor Agent Name (Surname) VARCHAR Surname of agent. Agent Name (First) VARCHAR First name of agent. Supervisor Name (Surname) Supervisor Name (First) VARCHAR VARCHAR Surname of supervisor. First name of supervisor. Routing Service ID VARCHAR ID to uniquely identify the routing service. Service Display Name VARCHAR Routing service name. Provider ID VARCHAR ID to uniquely identify the provider. Channel ID VARCHAR A channel that delivered the engagement to the agent. Offered A count of the routing service engagements offered to the agent. Completed A count of the routing service engagements completed by agent. Abandoned VARCHAR A count of the routing service engagements abandoned by agent. Not Answered A count of the routing service engagements not answered by agent. Conferenced A count of the routing service engagements conferenced by agent. Answered A count of the routing service engagements answered by agent. Consults A count of the routing service engagements consulted by agent. Transferred A count of the routing service engagements transferred by agent. Hold Duration Duration of engagements on hold by agent. Blended Active Duration Duration of time blended engagements are active. Alerting Duration Total alert time of engagements offered to agent. Active Time Duration Total active time of engagements offered to agent. Disconnects From Hold A count of engagements disconnected by the agent while on hold. Holds A count of routing service engagements put on hold by agent. May 2017 Avaya Oceanalytics Insights Data Dictionary 65

66 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description Long Engagements A count of engagements whose active time exceeded the value defined for this measure reported by Channel. Short Engagements A count of engagements whose active time was less than the value defined for this measure reported by Channel. Long Holds A count of engagements whose hold time exceeded the value defined for this measure reported by Channel. TRANSFERRED_TO_ AGENT TRANSFERRED_TO_ SERVICE CONSULTS_INITIAT ED TRANSFERRED_INIT IATED CONFERENCED_INI TIATED CONSULTS_ACCEP TED TRANSFERRED_AC CEPTED CONFERENCED_AC CEPTED TRANSFERRED_INIT IATED_TO_SERVICE TRANSFERRED_INIT IATED_TO_AGENT TRANSFERRED_AC CEPTED_FROM_SE RVICE TRANSFERRED_ ACCEPTED_FROM AGENT A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service and the contact was routed to this agent within the A count of engagements where the agent initiated a consult within the A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the A count of engagements answered by the agent that was a result of a consult within the A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the Agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the May 2017 Avaya Oceanalytics Insights Data Dictionary 66

67 Data Objects Display Name Column Type Description BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURATIO N CONSULTING_DURA TION CONSULTED_DURA TION COACHED_DURATI ON COACHING_DURATI ON OBSERVED_DURATI ON OBSERVING_DURAT ION BARGED_IN_DURAT ION BARGED_OUT_DUR ATION The amount of time the agent had an engagement where the agent was consulting with another agent within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the The amount of time the agent had an engagement where the agent was consulted by another agent within the The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the The amount of time the agent had an engagement where the agent was barged out of an engagement within the ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. Long Wrap-ups A count of engagements whose wrap-up time exceeded the value defined for this measure reported by Channel. Not Implemented Short Wrap-ups A count of engagements whose wrap-up time was less than the value defined for this measure reported by Channel. Not Implemented May 2017 Avaya Oceanalytics Insights Data Dictionary 67

68 Oracle Business Activity Monitor (BAM) Data Objects Table 12: Calculated Fields Display Name Calculation Description Average Active Time Average Hold Time Active Time/ Completed Hold Time/ Completed Average amount of time agent spent on engagements of the routing service that were completed. Average amount of time completed engagements of the routing service were on hold. AgentTimeInState Table 13: Columns Display Name Column Type Description Agent ID VARCHAR The agent ID from the source system of the agent. Time in Agent State The duration the agent has been in this current state. Time in Work State Duration the agent has been in the current work state. Time in Activity Code Duration the agent has had the current activity code set, 0 if no activity code set. Time in Not Ready Code Duration the agent has had the current not ready code set, 0 if no not ready code set. Session Login Time The duration the agent has been logged into the current session. AgentPerfAndTimeInState The AgentPerfAndTimeInState object is a logical data object that joins the AgentTimeInState and the Agent Performance data objects based on the Agent ID field. Agent Performance calculated fields will also be available on this data object. Refer Agent Performance Calculated Fields. AgentAndTimeInStateMW The AgentAndTimeInStateMW object is a logical data object that joins the AgentTimeInState and the AgentMW data objects based on the Agent ID field. Agent Performance calculated fields will also be available on this data object. Refer AgentMW Calculated Fields. May 2017 Avaya Oceanalytics Insights Data Dictionary 68

69 Data Objects AgentByAccountMW Table 14: Columns Display Name Column Type Description Agent ID VARCHAR The agent ID from the source system of the agent that owns this account. Provider ID VARCHAR Provider ID of the source system. Supervisor ID VARCHAR The supervisor ID of the agent s supervisor. Account ID The account ID in the source system. Offered A count of engagements offered to the agent from the routing service within the Includes abandoned. Completed A count of engagements offered to the agent from the routing service within the Includes consult, transferred, and conferenced. Abandoned A count of engagements offered that abandoned within the The caller disconnected during alerting time. Not Answered A count of offered engagements not answered by the agent within the Conferenced A count of offered engagements conferenced by the agent within the Answered A count of offered engagements answered by the agent within the Consults A count of consulted engagements by the agent within the Transfers A count of offered engagements transferred by the agent within the Hold Time The amount of time the agent had engagements on hold during the Alert Time The amount of time the agent had engagements alerting during the Active Time The amount of time the agent was active on engagements within the Not Ready Time The amount of time the agent was in a Not Ready state during the Disconnects From Hold A count of engagements in which a party disconnected from the engagement during the on hold state. Long Holds A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held May 2017 Avaya Oceanalytics Insights Data Dictionary 69

70 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description engagement and hold time in which the agent focus changed to a different engagement. Unique ID VARCHAR Unique ID of the record for internal use. First Name VARCHAR The first name of the agent that owns this account. Last Name VARCHAR The last name of the agent that owns this account. Display Name VARCHAR The display name of the agent that owns this account. Supervisor First Name VARCHAR The first name of the supervisor. Supervisor Last Name VARCHAR The last name of the supervisor. Ready Indicates the agent is in a ready state. Not Ready Indicates the agent is in a not ready state. Active Contacts A count of the contacts at Workspaces. Active Work Limit A count of the multiplicity limit for the number of contacts that can be presented to the agent. Channel VARCHAR Name of channel. logintimestamp VARCHAR Agent log in time. logouttimestamp VARCHAR Agent log out time. laststatechangetimest amp LastStateReasonTimes tamp VARCHAR VARCHAR Time of last state change. Time of last state reason change. agentbyaccountstate VARCHAR Agent state: Logged in, Logged out, Ready, Not Ready. Last Work Code Change Timestamp VARCHAR Last work code change time. This will be the same timestamp as the Last StateChange and Reason timestamp when work code is changed. Long Engagements A count of engagements whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. Short Engagements A count of engagements whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the engagement and ends when the engagement disconnects at the agent. Long Wrap-ups A count of engagement wrap-ups whose duration exceeded the value defined for this measure. Not Implemented Short Wrap-ups A count of engagement wrap-ups whose duration was less than the value defined for this measure. Holds A count of times engagement put into a hold state. May 2017 Avaya Oceanalytics Insights Data Dictionary 70

71 Data Objects Display Name Column Type Description Blended Active Time The amount of time an agent is active on multiple engagements within the ADHOC A count of engagements that the agent initiated that were not related to routed contacts within the ADHOC_DURATION The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed contacts within the TRANSFERRED_TO_A GENT TRANSFERRED_TO_S ERVICE A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service and the contact was routed to this agent within the reporting period. CONSULTS_INITIATED A count of engagements where the agent initiated a consult within the TRANSFERRED_INITIA TED CONFERENCED_INITIA TED CONSULTS_ACCEPTE D TRANSFERRED_ACCE PTED CONFERENCED_ACCE PTED TRANSFERRED_INITIA TED_TO_SERVICE TRANSFERRED_INITIA TED_TO_AGENT TRANSFERRED_ACCE PTED_FROM_SERVICE TRANSFERRED_ ACCEPTED_FROM AGENT A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the A count of engagements answered by the agent that was a result of a consult within the A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the A count of engagements answered by the agent that was a result of a transfer to that agent within the COACHED A count of engagements where the Agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the May 2017 Avaya Oceanalytics Insights Data Dictionary 71

72 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURATION The amount of time the agent had an engagement where the agent was consulting with another agent within the CONSULTING_DURATI ON CONSULTED_DURATI ON The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the reporting period. The amount of time the agent had an engagement where the agent was consulted by another agent within the COACHED_DURATION The amount of time the agent had an engagement where the agent \supervisor was coached by another agent within the reporting period. COACHING_DURATIO N OBSERVED_DURATIO N OBSERVING_DURATIO N BARGED_IN_DURATIO N BARGED_OUT_DURAT ION The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the reporting period. The amount of time the agent had an engagement where the agent \supervisor was observing another agent within the reporting period. The amount of time the agent had an engagement where the agent \supervisor barged into an engagement within the The amount of time the agent had an engagement where the agent was barged out of an engagement within the ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. Table 15: Calculated Fields Display Name Calculation Description Agent Name {First Name}+" "+ {Last Name} Supervisor Name {Supervisor First Name}+" "+ {Supervisor Last Name} Agent full name. Supervisor full name. May 2017 Avaya Oceanalytics Insights Data Dictionary 72

73 Data Objects AgentMW Table 16: Columns Display Name Column Type Description First Name VARCHAR Agent first name. Last Name VARCHAR Agent last name. Agent ID VARCHAR Agent ID in the system. Display Name VARCHAR Agent display name. Supervisor First Name VARCHAR Supervisor first name. Supervisor Last Name VARCHAR Supervisor last name. Supervisor ID VARCHAR Supervisor ID in the system. Offered A count of engagements offered to the agent by the routing service. Abandoned A count of engagements abandoned while alerting at the agent. Answered A count of engagements answered by the agent. Completed A count of engagements completed by the agent. Transfers A count of engagements transferred by the agent. Conferenced A count of engagements conferenced by the agent. Consults A count of engagements consulted by the agent. Not Answered A count of engagements not answered by the agent. Holds A count of times agent put engagements in a Hold state. Active Time The amount of time the agent spent working on engagements within the Hold Time The amount of time the agent had engagements on hold during the Alert Time The amount of time the agent had engagements alerting. Not Ready Time The amount of time the agent was in Not Ready state. Logged In Time The amount of time the agent was logged in during the Idle Time The amount of time the agent was waiting to be offered an engagement within the The agent was idle with no active engagement. Alert Time The amount of time the engagements were alerting at the agent. Ready Indicates ready state. Not Ready Indicates not ready state. May 2017 Avaya Oceanalytics Insights Data Dictionary 73

74 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description Disconnects From Hold A count of engagements in which a party disconnected from the engagement during the on hold state. Reported by Channel. Long Holds A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement reported by Channel. Last State Change Time Time when the last state change occurred. Provider ID ID of the provider system. Agent State Agent state: Logged in, Logged out, Ready, Not Ready. Work State Agent work state: Available, Unavailable, Busy or Idle. Unique ID ID to uniquely identify this record in the database for internal use. LastState Change Timestamp Last Work Code Change Timestamp VARCHAR VARCHAR Last state change in a timestamp format. Last work code change time. This will be the same timestamp as the Last StateChange and Reason timestamp when work code is changed. Login TimeStamp VARCHAR Log in time in a time stamp format. logouttimestamp VARCHAR Agent log out time. Logged In Time The amount of time the agent has been logged in. NR Reason Code Name VARCHAR Not Ready Reason name. No name supported for the default not ready reason code 0. Last State Reason Timestamp VARCHAR NR Reason Code VARCHAR Not ready Reason Code. Time stamp of the last change to the not ready reason. Long Engagements A count of engagements that the agent was active on for a duration that exceeded the value defined for this measure. Short Engagements A count of engagements that the agent was active on for a duration that was below the value defined for this measure. Long Wrap-ups A count of engagements that the agent was in wrap up for a duration that exceeded the value defined for this measure. Short Wrap-ups A count of engagements that the agent was in wrap up for a duration that was below the value defined for this measure. May 2017 Avaya Oceanalytics Insights Data Dictionary 74

75 Data Objects Display Name Column Type Description Short Not Ready A count of not ready occurrences that the agent was in not ready for a duration that was below the value defined for this measure. Blended Active Time The amount of time an agent is active on blended engagements within the Blended Alerting Time The amount of time blended engagements alert within the Additional Time Also known as after call work, this is the time after the contact has ended, the agent spends working on the engagement. TRANSFERRED_TO_A GENT TRANSFERRED_TO_SE RVICE A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service and the contact was routed to this agent within the ADHOC A count of engagements that the agent initiated that were not related to routed contacts within the reporting period. ADHOC_DURATION The amount of time the agent spent on contacts that were initiated by that agent that were not related to routed contacts within the CONSULTS_INITIATED A count of engagements where the agent initiated a consult within the TRANSFERRED_INITIA TED CONFERENCED_INITIA TED CONSULTS_ACCEPTE D TRANSFERRED_ACCE PTED CONFERENCED_ACCE PTED TRANSFERRED_INITIA TED_TO_SERVICE TRANSFERRED_INITIA TED_TO_AGENT TRANSFERRED_ACCE PTED_FROM_SERVICE A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the reporting period. A count of engagements answered by the agent that was a result of a consult within the A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the reporting period. May 2017 Avaya Oceanalytics Insights Data Dictionary 75

76 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description TRANSFERRED_ ACCEPTED_FROM AGENT A count of engagements answered by the agent that was a result of a transfer to that agent within the reporting period. COACHED A count of engagements where the Agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the reporting period. CONSULT_DURATION The amount of time the agent had an engagement where the agent was consulting with another agent within the CONSULTING_DURATI ON CONSULTED_DURATIO N The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the The amount of time the agent had an engagement where the agent was consulted by another agent within the COACHED_DURATION The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the COACHING_DURATION The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the OBSERVED_DURATION The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the OBSERVING_DURATIO N BARGED_IN_DURATIO N The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the May 2017 Avaya Oceanalytics Insights Data Dictionary 76

77 Data Objects Display Name Column Type Description BARGED_OUT_DURATI ON The amount of time the agent had an engagement where the agent was barged out of an engagement within the ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. Table 17: Calculated Fields Display Name Calculation Description Agent Name First Name + Last Name Supervisor Name Supervisor First Name + Supervisor Last Name Agent full name. Supervisor full name. Agent State - Color coded based on value. IDLE: Yellow, READY: Green, LOGGED_OUT: Red, all other states: Orange. Work State - Used to color code depending on value of state: Idle: Yellow, Ready: Green, Logged out: Red, any other state the background color defaults to Orange. RoutingServiceMW Table 18: Columns Display Name Column Type Description Routing Service Name VARCHAR Name of the routing service. Available VARCHAR A count of agents available to work on engagements of the routing service. Contacts Waiting A count of the routing service engagements waiting in queue. Contacts At Agent A count of the routing service engagements currently with agents. Active A count of the routing services active within the reporting period. Completed A count of the routing service engagements completed within the May 2017 Avaya Oceanalytics Insights Data Dictionary 77

78 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description Answered A count of the routing service engagements answered within the Answered After Threshold Abandoned After Threshold A count of the routing service engagements answered after the minimum threshold. A count of the routing service engagements which abandoned before the maximum threshold. Held Contacts A count of the routing service engagements currently on hold. Holds A count of hold occurrences for the routing service engagements. Alerting A count of the routing service engagements alerting. Offered A count of the routing service engagements offered. Not Answered A count of the routing service engagements not answered. Abandoned A count of the routing service engagements abandoned. Consults A count of the routing service engagements consulted. Transfers A count of the routing service engagements transferred. Hold Time The amount of time the routing service engagements were on hold within the Abandon Time The amount of time before the routing service engagements abandoned within the Total Time The total time of the routing service engagements within the Ring Time The time the routing service engagements alerted within the WaitTime Queue time of the routing service engagements. Active Time The active time of the routing service engagements. Oldest Contact Waiting Service Display Name VARCHAR VARCHAR Oldest queueing engagement of the routing service. Display name of service. Provider ID VARCHAR ID of the provider system. Expected Wait Time VARCHAR Channel ID VARCHAR ID of the channel. Expected wait time of the engagements of this routing service. Long Holds A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. May 2017 Avaya Oceanalytics Insights Data Dictionary 78

79 Data Objects Display Name Column Type Description Long Engagements Short Engagements A count of engagements that the agent was active on for a duration that exceeded the value defined for this measure. A count of engagements that the agent was active on for a duration that was below the value defined for this measure. Long Wrap-ups A count of engagements that the agent was in wrap up for a duration that exceeded the value defined for this measure. Short Wrap-ups A count of engagements that the agent was in wrap up for a duration that was below the value defined for this measure. AgentByRoutingServiceMW Table 19: Columns Display Name Column Type Description Agent ID VARCHAR ID to uniquely identify agent. Supervisor ID VARCHAR ID to uniquely identify supervisor Agent Name (Surname) VARCHAR Surname of agent. Agent Name (First) VARCHAR First name of agent. Supervisor Name (Surname) Supervisor Name (First) VARCHAR VARCHAR Surname of supervisor. First given name of supervisor. Routing Service ID VARCHAR ID to uniquely identify the routing service. Service Display Name VARCHAR Routing service name. Provider ID VARCHAR ID to uniquely identify the provider. Channel ID VARCHAR A channel that delivered the engagement to the agent. Offered A count of the routing service engagements offered to the agent. Completed A count of the routing service engagements completed by agent. Abandoned VARCHAR A count of the routing service engagements abandoned by agent. Not Answered A count of the routing service engagements not answered by agent. Conferenced A count of the routing service engagements conferenced by agent. May 2017 Avaya Oceanalytics Insights Data Dictionary 79

80 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description Answered A count of the routing service engagements answered by agent. Consults A count of the routing service engagements consulted by agent. Transferred A count of the routing service engagements transferred by agent. Hold Duration Duration of engagements on hold by agent. Blended Active Duration Duration of time blended engagements are active. Alerting Duration Total alert time of engagements offered to agent. Active Time Total active time of engagements offered to agent. Disconnects From Hold A count of engagements disconnected by the agent while on hold. Holds A count of routing service engagements put on hold by agent. Long Engagements A count of engagements whose active time exceeded the value defined for this measure reported by Channel. Short Engagements A count of engagements whose active time exceeded the value defined for this measure reported by Channel. Long Wrap-ups A count of engagements whose wrap-up time exceeded the value defined for this measure reported by Channel. Not Implemented Short Wrap-ups A count of engagements whose wrap-up time was less than the value defined for this measure reported by Channel. Not Implemented Long Holds A count of engagements whose hold time exceeded the value defined for this measure reported by Channel. TRANSFERRED_T O_AGENT TRANSFERRED_T O_SERVICE CONSULTS_INITIA TED TRANSFERRED_INI TIATED CONFERENCED_IN ITIATED A count of engagements that were transferred directly to this agent within the A count of engagements that were transferred directly to a service and the contact was routed to this agent within the A count of engagements where the agent initiated a consult within the A count of engagements where the agent initiated a transfer within the A count of engagements where the agent initiated a consult that ended in a conference within the reporting period. May 2017 Avaya Oceanalytics Insights Data Dictionary 80

81 Data Objects Display Name Column Type Description CONSULTS_ACCE PTED TRANSFERRED_A CCEPTED CONFERENCED_A CCEPTED TRANSFERRED_INI TIATED_TO_SERVI CE TRANSFERRED_INI TIATED_TO_AGEN T TRANSFERRED_A CCEPTED_FROM_ SERVICE TRANSFERRED_ ACCEPTED_FROM AGENT A count of engagements answered by the agent that was a result of a consult within the A count of engagements answered by the agent that was a result of a transfer within the A count of engagements answered by the agent that was a result of a conference within the A count of engagements where the agent initiated a transfer to a service within the A count of engagements where the agent initiated a transfer to an agent within the A count of engagements answered by the agent that was a result of a transfer to a service within the reporting period. A count of engagements answered by the agent that was a result of a transfer to that agent within the reporting period. COACHED A count of engagements where the Agent was coached by another agent\supervisor within the COACHING A count of engagements where the agent\supervisor coached another agent within the OBSERVED A count of engagements where the agent was observed by another agent\supervisor within the OBSERVING A count of engagements where the agent\supervisor observed another agent within the BARGED_IN A count of engagements where the agent\supervisor barged in on another agent within the BARGED_OUT A count of engagements where the agent was barged out by another agent\supervisor within the CONSULT_DURATI ON CONSULTING_DUR ATION CONSULTED_DUR ATION COACHED_DURATI ON The amount of time the agent had an engagement where the agent was consulting with another agent within the The amount of time the agent had an engagement where the agent was initiated the consulting with another agent within the The amount of time the agent had an engagement where the agent was consulted by another agent within the The amount of time the agent had an engagement where the agent\supervisor was coached by another agent within the May 2017 Avaya Oceanalytics Insights Data Dictionary 81

82 Oracle Business Activity Monitor (BAM) Data Objects Display Name Column Type Description COACHING_DURA TION OBSERVED_DURA TION OBSERVING_DURA TION BARGED_IN_DURA TION BARGED_OUT_DU RATION The amount of time the agent had an engagement where the agent was coaching another agent\supervisor within the The amount of time the agent had an engagement where the agent was observed by another agent\supervisor within the The amount of time the agent had an engagement where the agent\supervisor was observing another agent within the The amount of time the agent had an engagement where the agent\supervisor barged into an engagement within the The amount of time the agent had an engagement where the agent was barged out of an engagement within the ACW_DURATION The amount of time the agent had an engagement where the agent was in ACW state. ACW The number of times that the agent entered ACW. ACW_EXTENDED The number of times that the agent extended ACW. May 2017 Avaya Oceanalytics Insights Data Dictionary 82

83 Chapter 5: Oracle Business Intelligence (OBI) Calculated Fields Agent Interval Table 20: Calculated Fields Display Name Calculation Description %_CONFERENCED %_OCCUPANCY AVG_HOLD_TIME AVG_ACTIVE_TIME EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. "Comp_Conferenced", Oceanalytics.Fact_Agent_Interval. "Comp_Answered") * 100 EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. ACTIVE_TIME_DURATION + Oceanalytics.Fact_Agent_Interval. HOLD_DURATION + Oceanalytics.Fact_Agent_Interval. ACW_DURATION, Oceanalytics.Fact_Agent_Interval. LOGON_DURATION * 100) EVALUATE('OCEANA_UTILS.duration_a s_string(oceana_utils.safe_divid e(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Agent_Interval. COMP_HOLD_DURATION, Oceanalytics.Fact_Agent_Interval. COMP_HOLDS) EVALUATE('OCEANA_UTILS.duration_a s_string(oceana_utils.safe_divid e(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Agent_Interval. COMP_ACTIVE_TIME_DURATION, Oceanalytics.Fact_Agent_Interval. COMP_ANSWERED) Percentage of answered engagements conferenced. Percentage of agent log on time deemed occupied on engagements. Average hold time per hold occurrence. Average active time per answered engagement. May 2017 Avaya Oceanalytics Insights Data Dictionary 83

84 Oracle Business Intelligence (OBI) Calculated Fields Display Name Calculation Description %_AVAILABILITY AVG_BLENDED_ACTIV E_TIME %_COMPLETED AVG_BLENDED_ALERT _TIME %_ANSWERED %_LONG_ENGAGEMEN TS EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. "Logon Duration" - Oceanalytics.Fact_Agent_Interval. "Not Ready Time Duration", Oceanalytics.Fact_Agent_Interval. "Logon Duration") * 100 EVALUATE('OCEANA_UTILS.duration_a s_string(oceana_utils.safe_divid e(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Agent_Interval. "Comp Blended Active Duration as Double", Oceanalytics.Fact_Agent_Interval. "Comp Blended Active") EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', ("Oceanalytics"."Fact_Account_Int erval"."comp Answered"), ("Oceanalytics"."Fact_Account_Int erval"."not Answered" + "Oceanalytics"."Fact_Account_Inte rval"."comp Answered")) * 100 EVALUATE('OCEANA_UTILS.duration_a s_string(oceana_utils.safe_divid e(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Agent_Interval. "Comp Blended Alert Duration as double", Oceanalytics.Fact_Agent_Interval. "Comp Blended Alert") EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. COMP_ANSWERED, Oceanalytics.Fact_Agent_Interval. COMP_ANSWERED + Oceanalytics.Fact_Agent_Interval. COMP_NOT_ANSWERED) * 100 EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. LONG_ENGAGEMENTS, Oceanalytics.Fact_Agent_Interval. ANSWERED) * 100 Percentage of time agent is available during logged in time. Average active time spent on multiple engagements of completed contacts. Percentage of engagements completed of those offered. Average time completed engagements alerted. Percentage of engagements answered. Percentage of answered engagements that were long May 2017 Avaya Oceanalytics Insights Data Dictionary 84

85 Agent Interval Display Name Calculation Description % SHORT ENGAGEMENTS %_LONG_HOLDS %_TRANSFERRED %_UNANSWERED %_DISCONNECTS_FRO M_HOLD %_CONSULTS EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. SHORT_ENGAGEMENTS, Oceanalytics.Fact_Agent_Interval. ANSWERED) * 100 EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. COMP_LONG_HOLDS, Oceanalytics.Fact_Agent_Interval. COMP_HOLDS) * 100 EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. "COMP_Transferred", Oceanalytics.Fact_Agent_Interval. "COMP_Answered") * 100 EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. "Not Answered", Oceanalytics.Fact_Agent_Interval. Answered + Oceanalytics.Fact_Agent_Interval. "Not Answered") * 100 EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. "Disconnects From Hold", Oceanalytics.Fact_Agent_Interval. "Comp_Answered") * 100 EVALUATE('OCEANA_UTILS.safe_divid e(%1,%2)', Oceanalytics.Fact_Agent_Interval. "Comp_Consults", Oceanalytics.Fact_Agent_Interval. "Comp_Answered") * 100 Percentage of answered engagements short. Percentage of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement. Percentage of answered engagements transferred. Percentage of engagements unanswered. A percentage of engagements in which a party disconnected from the engagement during the on hold state. Percentage of engagements consulted. May 2017 Avaya Oceanalytics Insights Data Dictionary 85

86 Oracle Business Intelligence (OBI) Calculated Fields Account Interval Table 21: Calculated Fields Display Name Calculation Description %_ABANDONED %_NOT_ANSWERED %_CONFERENCED %_COMPLETED AVG_HOLD_TIME %_AVAILABILITY EVALUATE('OCEANA_UTILS.safe_divide(% 1,%2)', Oceanalytics.Fact_Account_Interval.A BANDONED, Oceanalytics.Fact_Account_Interval.C OMP_OFFERED) * 100 EVALUATE('OCEANA_UTILS.safe_divide(% 1,%2)', Oceanalytics.Fact_Account_Interval.N OT_ANSWERED, Oceanalytics.Fact_Account_Interval.O FFERED) * 100 EVALUATE('OCEANA_UTILS.safe_divide(% 1,%2)', Oceanalytics.Fact_Account_Interval.C OMP_CONFERENCED, Oceanalytics.Fact_Account_Interval.C OMP_ANSWERED) * 100 EVALUATE('OCEANA_UTILS.safe_divide(% 1,%2)', ("Oceanalytics"."Fact_Account_Interv al"."comp Answered"), ("Oceanalytics"."Fact_Account_Interv al"."not Answered" + "Oceanalytics"."Fact_Account_Interva l"."comp Answered")) * 100 EVALUATE('OCEANA_UTILS.duration_as_s tring(oceana_utils.safe_divide(%1,%2 ))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Account_Interval.C OMP_HOLD_DURATION, Oceanalytics.Fact_Account_Interval.C OMP_HOLDS) EVALUATE('OCEANA_UTILS.safe_divide(% 1,%2)', Oceanalytics.Fact_Account_Interval." Logon Duration" - Oceanalytics.Fact_Account_Interval." Not Ready Time Duration", Oceanalytics.Fact_Account_Interval." Logon Duration") * 100 Percentage of offered engagements that abandoned. Percentage of offered engagements that were unanswered. Percentage of answered engagements that were conferenced. Percentage of offered engagements that were completed Average duration an engagement spent on hold. May 2017 Avaya Oceanalytics Insights Data Dictionary 86

87 Routing Service Routing Service Table 22: Calculated Fields Display Name Calculation Description AVG_WAIT_TIME %_TRANSFERRED %_CONSULTS AVG_ACTIVE_TIME AVG_HOLD_TIME EVALUATE('OCEANA_UTILS.durat ion_as_string(oceana_utils.s afe_divide(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Routing_Se rvice_interval.comp_wait_tim E, Oceanalytics.Fact_Routing_Se rvice_interval.comp_offered) EVALUATE('OCEANA_UTILS.safe_ divide(%1,%2)', Oceanalytics.Fact_Routing_Se rvice_interval.comp_transfer RED, Oceanalytics.Fact_Routing_Se rvice_interval.comp_answered ) * 100 EVALUATE('OCEANA_UTILS.safe_ divide(%1,%2)', Oceanalytics.Fact_Routing_Se rvice_interval.comp_consults, Oceanalytics.Fact_Routing_Se rvice_interval.comp_answered ) * 100 EVALUATE('OCEANA_UTILS.durat ion_as_string(oceana_utils.s afe_divide(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Routing_Se rvice_interval.comp_active_t IME_DURATION, Oceanalytics.Fact_Routing_Se rvice_interval.comp_answered ) EVALUATE('OCEANA_UTILS.durat ion_as_string(oceana_utils.s afe_divide(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Routing_Se rvice_interval.comp_hold_tim E_DURATION, Average time engagement queued. Percentage of answered engagements transferred. Percentage of answered engagements that were consulted. Average active time of answered engagements. Average hold time of held engagements. May 2017 Avaya Oceanalytics Insights Data Dictionary 87

88 Oracle Business Intelligence (OBI) Calculated Fields Display Name Calculation Description Oceanalytics.Fact_Routing_Se rvice_interval.comp_holds) %_SERVICE_LEVEL AVG_RING_TIME %_TRANSFERRED EVALUATE('OCEANA_UTILS.safe_ divide(%1,%2)', Oceanalytics.Fact_Routing_Se rvice_interval.comp_answered + Oceanalytics.Fact_Routing_Se rvice_interval.abandoned - (Oceanalytics.Fact_Routing_S ervice_interval.calls_ans_af TER_THRESHOLD + Oceanalytics.Fact_Routing_Se rvice_interval.calls_aband_a FTER_THRESHOLD), Oceanalytics.Fact_Routing_Se rvice_interval.comp_answered + Oceanalytics.Fact_Routing_Se rvice_interval.abandoned) * 100 EVALUATE('OCEANA_UTILS.durat ion_as_string(oceana_utils.s afe_divide(%1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact_Routing_Se rvice_interval.comp_ring_tim E_DURATION, Oceanalytics.Fact_Routing_Se rvice_interval.comp_offered) EVALUATE('OCEANA_UTILS.safe_ divide(%1,%2)', Oceanalytics.Fact_Routing_Se rvice_interval.comp_transfer RED, Oceanalytics.Fact_Routing_Se rvice_interval.comp_answered ) * 100 Percentage of engagements processed within the allowable thresholds. Average time offered engagements spent alerting. Percentage of answered engagements that were transferred. May 2017 Avaya Oceanalytics Insights Data Dictionary 88

89 Agent By Routing Service Agent By Routing Service Table 23: Calculated Fields Display Name Calculation Description AVG_ACTIVE_TIME AVG_HOLD_TIME EVALUATE('OCEANA_ UTILS.duration_as _string(oceana_ut ILS.safe_divide(% 1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact _Routing_Service_ By_Agent_Interval."Comp Active Time Duration", Oceanalytics.Fact _Routing_Service_ By_Agent_Interval.Completed) EVALUATE('OCEANA_ UTILS.duration_as _string(oceana_ut ILS.safe_divide(% 1,%2))' AS CHARACTER ( 30 ), Oceanalytics.Fact _Routing_Service_ By_Agent_Interval."Comp Hold Duration", Oceanalytics.Fact _Routing_Service_ By_Agent_Interval."Comp Holds") Average amount of time spent on engagements that were completed. Average amount of time engagements were on hold. May 2017 Avaya Oceanalytics Insights Data Dictionary 89

90 Chapter 6: Creating custom dashboards Prerequisites Oracle Business Intelligence (OBIEE) Customers must create a new folder under the Shared Folders directory in the default catalog for storing their customized reports. Default catalogs are overwritten whenever Avaya Oceanalytics Insights is updated or upgraded with a new release or service pack. Hence, customers must archive the custom folder prior to the upgrade procedure. Customers can copy but cannot edit default analysis provided by Insights. Default analyses are overwritten whenever Insights is updated or upgraded with a new release or service pack. In this process, customers can lose their customized reports. Oracle Activity Monitor (BAM) Customers must create a separate project for storing their customized reports. Default projects are overwritten whenever Insights is updated or upgraded with a new release or service pack. Customers can copy but cannot edit default views and reports. Defaults views and reports are overwritten whenever Insights is updated or upgraded with a new release or service pack. In this process, customers can lose their customized views and reports. For example, you must not base your customized report on a default view. If you do, a column added to your customized report gets added to the default view and eventually to the default report. Creating a customized dashboard in OBIEE Selecting the Subject Areas Before you begin You must have permission to configure dashboards on your corporate system. Procedure 1. Log on to Oracle Business Intelligence. 2. Click New > Analysis. 3. In the Select Subject Area pop-up window, select Oceanalytics. May 2017 Avaya Oceanalytics Insights Data Dictionary 90

91 Creating a customized dashboard in OBIEE The system displays the Analysis Editor. 4. Create your analysis by expanding the required area from the list within the Subject Area: a. Click the plus sign (+) to expand the folders. b. Double-click the required column names to get them in the Selected Columns section. 5. Click the Results tab. The system displays the default layout. By default, both a Title view and a Table view are defined when using attribute and measure columns. You can customize the Title view by adding a title, a subtitle, a logo, and a link to a custom online help page. In the Table view, you can drill down through the data and add totals, customize headings, and change the formula or aggregation rule for a column. 6. Click the Save Analysis icon to save your analysis. Applying filters About this task Applying filters limits the amount of data displayed in the analysis. Filters are applied before the analysis is aggregated. You can apply filters directly to attribute columns and measure columns. Procedure 1. Click the Criteria tab. 2. Apply a filter by following one of the procedures: Hover over the specific column's toolbar and click the More drop-down select Filter. In the Filters pane, click the Create a filter for the current Subject Area select the column from the drop-down list. The system displays the New Filter dialog box. 3. Select the values in the Operator and Value fields. 4. Click OK. The Filters pane displays the newly created filter. menu and icon and 5. In the Filters pane, click More Options icon and select Save Filters. The system displays the Save As dialog box. Save the filter to a subject area folder to make it available when you create an analysis using the same subject area. 6. Click OK. May 2017 Avaya Oceanalytics Insights Data Dictionary 91

92 Creating custom dashboards 7. Click the Save Analysis icon to save your analysis. 8. On the global header, click the Catalog link and navigate to the folder where you saved your filter. The Catalog displays the filter. Creating a new dashboard About this task You can create customized dashboards to display the reports that you use frequently. You must have permission to create a new dashboard using this method. Procedure 1. Log on to Oracle Business Intelligence. 2. Click New > Dashboard. 3. In the New Dashboard dialog box, enter the following: a. Name: Name of the dashboard. b. Description: Description of the dashboard. c. Location: Location to save the new dashboard. Saving a dashboard at /Shared Folders/<first level subfolder> displays the dashboard in the Dashboard menu on the global header. Saving a dashboard at any other level does not display the dashboard through the Dashboard menu on the global header. d. Add content now: Place to add reports to the dashboard immediately. 4. Click OK. (Optional) Add content later (Create empty dashboard): An empty dashboard where you can add reports later. The system displays the Dashboard Builder. 5. In Catalog, navigate to the analysis that you have created and drag it to the Page Layout pane. 6. Click Save and then click. The system displays the new dashboard. May 2017 Avaya Oceanalytics Insights Data Dictionary 92

93 Creating a customized dashboard in BAM Creating a customized dashboard in BAM Creating Business Queries Creating a Flat SQL Query About this task A business query is a request for data that matches specified conditions. A query can fetch data from a data object once, on a schedule, or continuously. Before you begin Add the data objects that contain the data fields that the query retrieves and analyzes for your project. Procedure 1. Log on to Oracle Business Activity Monitoring. 2. Click the Designer tab. 3. Click Business Queries > Create new query. 4. In the Business Queries dialog box, do the following: a. Name: Enter a name for the business query. The name is case sensitive and cannot be changed after the query is created. b. (Optional) Display Name: Enter a display name. The display name is case sensitive but can be changed at any time. c. Flat SQL Query: Select this icon. d. Click Create. The system displays a tab for the new query. 5. Select a Data Object. The system lists the Data fields from the data object. 6. Select the check boxes of the data fields to include in the query. 7. Click Save. The system displays the preview data at the bottom of the tab. Creating a Group SQL Query About this task A business query is a request for data that matches specified conditions. A query can fetch data from a data object once, on a schedule, or continuously. May 2017 Avaya Oceanalytics Insights Data Dictionary 93

94 Creating custom dashboards Before you begin Add the data objects that contain the data fields that the query retrieves and analyzes for your project. Procedure 1. Log on to Oracle Business Activity Monitoring. 2. Click the Designer tab. 3. Click Business Queries > Create new query. 4. In the Business Queries dialog box, do the following: a. Name: Enter a name for the business query. The name is case sensitive and cannot be changed after the query is created. b. (Optional) Display Name: Enter a display name. The display name is case sensitive but can be changed at any time. c. Group SQL Query: Select this icon. d. Click Create. The system displays a tab for the new query. 5. Select a Data Object. The system lists the Data fields from the data object. 6. Select the check boxes of the Measures (Y-axis) data fields to include in the query. 7. Check one or more aggregation functions from the drop-down list for each selected data field. 8. Select the check boxes of the Dimensions (X-axis) data fields to include in the query. The Measure data field values are grouped for aggregation by these categories. 9. (Optional) If you select a datetime field as a dimension, the system displays the Time Grouping dialog box. 10. Enter information in the Time Grouping dialog box and click OK. 11. Click Save. The system displays the preview data at the bottom of the tab. Creating a Tree Model Query About this task A business query is a request for data that matches specified conditions. A query can fetch data from a data object once, on a schedule, or continuously. Before you begin Add the data objects that contain the data fields that the query retrieves and analyzes for your project. May 2017 Avaya Oceanalytics Insights Data Dictionary 94

95 Creating a customized dashboard in BAM Procedure 1. Log on to Oracle Business Activity Monitoring. 2. Click the Designer tab. 3. Click Business Queries > Create new query. 4. In the Business Queries dialog box, do the following: a. Name: Enter a name for the business query. The name is case sensitive and cannot be changed after the query is created. b. (Optional) Display Name: Enter a display name. The display name is case sensitive but can be changed at any time. c. Tree Model Query: Select this icon. d. Click Create. The system displays a tab for the new query. 5. Select Data Object. Data fields in the data object are listed. 6. Select the check boxes of the Measures (Y-axis) data fields to include in the query. 7. In the drop-down list, click one or more aggregation functions for each selected data field. 8. In the drop-down list, click a Hierarchy for each selected data field. The Measure data field values are grouped for aggregation by these categories. 9. Click Save. The system displays the preview data at the bottom of the tab. Creating a Continuous Query About this task A business query is a request for data that matches specified conditions. A query can fetch data from a data object once, on a schedule, or continuously. Before you begin Add the data objects that contain the data fields that the query retrieves and analyzes for your project. Procedure 1. Log on to Oracle Business Activity Monitoring. 2. Click the Designer tab. 3. Click Business Queries > Create new query. 4. In the Business Queries dialog box, do the following: a. Name: Enter a name for the business query. May 2017 Avaya Oceanalytics Insights Data Dictionary 95

96 Creating custom dashboards The name is case sensitive and cannot be changed after the query is created. b. (Optional) Display Name: Enter a display name. The display name is case sensitive but can be changed at any time. c. Continuous Query: Select this icon. d. Click Create. The system displays a tab for the new query. 5. Click a template for your query. 6. Specify the setting in the selected template. 7. Click Save. Creating Business Views Creating a Chart View About this task A business view is a visual representation of data fetched by a business query. Procedure 1. Log on to Oracle Business Activity Monitoring. 2. Click the Designer tab. 3. Click Business Views > Create New Business View. 4. In the Business Views dialog box, do the following: a. Name: Enter a name for the business query. The name is case sensitive and cannot be changed after the query is created. b. Display Name: Enter a display name. The display name is case sensitive but can be changed at any time. c. Categories: Select Area, Bar, Horizontal Bar, Line, Pie, or Combo. d. Select a thumbnail representing the desired view type. e. Click Create. The system displays a tab for the new query. 5. In the Query drop-down list, click a query. The system lists only Group SQL Queries. The preview displays the data fields fetched by the query. 6. Click Properties to change the view formatting. 7. Click Apply to save the properties. May 2017 Avaya Oceanalytics Insights Data Dictionary 96

97 Creating a customized dashboard in BAM 8. Click Runtime-Interaction to add runtime interactions to the view. 9. Click Save. Creating a Table View About this task A business view is a visual representation of data fetched by a business query. Procedure 1. Log on to Oracle Business Activity Monitoring. 2. Click the Designer tab. 3. Click Business Views > Create New Business View. 4. In the Business Views dialog box, do the following: a. Name: Enter a name for the business query. The name is case sensitive and cannot be changed after the query is created. b. Display Name: Enter a display name. The display name is case sensitive but can be changed at any time. c. Categories: Select Table. d. Select a thumbnail representing the desired view type. e. Click Create. The system displays a tab for the new query. 5. In the Query drop-down list, select a query. The system displays queries meeting the View requirements: Flat SQL Queries for List and Action List View types Group SQL Queries for Collapsed List and Pivot Table type The preview displays the data fields fetched by the query. 6. Click Properties to change the view formatting. 7. Click Apply to save the properties. 8. Click Runtime-Interaction to add runtime interactions to the view. 9. Click Save. Creating a new Dashboard Before you begin Add the data objects that contain the data to be displayed on the dashboard of your project. May 2017 Avaya Oceanalytics Insights Data Dictionary 97

98 Creating custom dashboards Create parameters for query filters to be displayed through prompts for users to select values on the dashboard. Procedure 1. Log on to Oracle Business Activity Monitoring. 2. Click the Designer tab. 3. Click Dashboards > Create New Dashboard. 4. In the Dashboards dialog box, do the following: a. Dashboard Name: Enter the dashboard name. The name is case sensitive and cannot be changed after the dashboard is created. b. Dashboard Display Name: Enter the dashboard display name. The name is case sensitive but can be changed anytime. c. Dashboard Description: Enter a description of the dashboard. d. Select Dashboard Type: Select either Dashboard or Tabbed Dashboard. For Avaya Oceanalytics Insights, use the Dashboard option. e. Select the style template: Select the thumbnail. You can customize the template afterwards. Click Create. The system displays a tab for the new dashboard. The default arrangement of cells corresponds to the selected style template. 5. Drag and drop a view from the Project Views palette. The system displays the view in the cell. It provides a visual preview using data fields fetched by the query. 6. (Optional) In the top right corner of each cell, click the Dashboard Actions icon to display cell formatting options. 7. (Optional) In the top left corner of the dashboard, click the Change Dashboard Properties icon to display the Dashboard Properties window and make formatting changes. 8. Click Save. May 2017 Avaya Oceanalytics Insights Data Dictionary 98

99 Sample BAM Dashboard Sample BAM Dashboard Creating a Routing Service Contacts Waiting Count view Creating a business query Procedure 1. Log on to Oracle Business Activity Monitoring. 2. In the navigation pane, right-click Business Queries. 3. Click Create. 4. On the Business Queries screen, do the following: a. Name: Type RS_COntactswaitingCount. b. (Optional) Display Name: Type a display name. c. Type: Select Group SQL Query. 5. Click Create. The system displays the query that you created. May 2017 Avaya Oceanalytics Insights Data Dictionary 99

100 Creating custom dashboards 6. In the Data Object field, click Routing Service. 7. In the Measures (Y axis) field, select the Contacts Waiting check box. 8. In the drop-down list box next to the Contacts Waiting check box, click SUM. 9. In the Dimensions (X axis) field, select the Routing Service Name check box. 10. Click Save. Creating a parameter About this task Create a parameter to filter the query by channel. Procedure 1. On the navigation pane, right-click Parameters. 2. Click Create. May 2017 Avaya Oceanalytics Insights Data Dictionary 100

101 Sample BAM Dashboard 3. On the Parameters screen, do the following: a. Name: Type ChannelID_RS. b. (Optional) Display Name: Type a display name. c. Data Type: Click String. d. Parameter Type: Select List Parameter. 4. Click Create. The system displays the parameter that you just created. 5. Select the following values for the parameter: May 2017 Avaya Oceanalytics Insights Data Dictionary 101

102 Creating custom dashboards a. In the Value Options section, in the Data Object field, click Routing Service. b. In the Field field, click Channel. c. In the Value Options field, click All. d. In the Special Options field, select the ALL check box. e. Select the User can select multiple values check box. f. In the Default Value section, in the Select Default values field, click ALL Adding a parameter to a query Procedure 1. Open the query that you created. 2. Click the Plus (+) sign in the upper-right corner of the screen. May 2017 Avaya Oceanalytics Insights Data Dictionary 102

103 Sample BAM Dashboard 3. On the Add/Edit Filter screen, do the following: a. In the first drop-down list, click Channel. b. In the second drop-down list, click is equal to. c. In the Select a Parameter field, select ChannelID_RS. 4. Click OK. 5. On the query screen, click Save. Creating a bar chart view for a query Procedure 1. In the navigation pane, right-click Business Views. 2. Click Create. 3. On the Business Views screen, do the following: May 2017 Avaya Oceanalytics Insights Data Dictionary 103

104 Creating custom dashboards a. Name: Type RSContactwaitingcount. b. (Optional) Display Name: Type a display name. c. In the Categories area, click Bar. d. In the View Types area, click Bar. 4. Click Create. Adding a query to a view Procedure 1. Open the view that you created. May 2017 Avaya Oceanalytics Insights Data Dictionary 104

105 Sample BAM Dashboard 2. In the Query field, click RS_Contacts WaitingCount_Query. 3. Click Save. Configuring runtime interaction for a view Procedure 1. Open the view that you created. 2. Click the Runtime-Interaction tab. May 2017 Avaya Oceanalytics Insights Data Dictionary 105

106 Creating custom dashboards 3. On the Runtime-Interaction screen, click Active Data. 4. Select the Turn this query into a continuous query check box. 5. Select the Active Data Collapsing check box. 6. In the Interval field, type In the drop-down list box next to the Interval field, click seconds. 8. Click Apply. 9. Click Close. Modifying the properties of a view About this task You can modify the properties of a view to change its appearance. You can modify the various details of the view, such as general appearance, title, values of the X and Y axes, legend, and label. This topic shows how to set 3D effect and border colors. It also shows how you can modify the title. Procedure 1. Open the view that you created. 2. Click the Properties tab. May 2017 Avaya Oceanalytics Insights Data Dictionary 106

107 Sample BAM Dashboard 3. On the Properties screen, in the navigation pane, click General. 4. In the Style section, do the following: a. In the 3D Effect field, click Yes. b. In the Display Border field, click Yes. c. In the Border Color field, click the drop-down arrow to select the color for the border. 5. To change the text and formatting of the view s title, in the navigation pane, click Titles and then enter the following: May 2017 Avaya Oceanalytics Insights Data Dictionary 107

108 Creating custom dashboards a. Title Text: Type the title. b. Font: Select the font type. c. Font Size: Select the point size of the font. 6. Click Apply. 7. Click Close. Creating a Routing Service Wait Time View Creating a business query Procedure 1. Log on to Oracle Business Activity Monitoring. 2. In the navigation pane, right-click Business Queries. 3. Click Create. May 2017 Avaya Oceanalytics Insights Data Dictionary 108

109 Sample BAM Dashboard 4. On the Business Queries screen, do the following: a. Name: Type RS_Waittime_Query. b. (Optional) Display Name: Type a display name. c. Type: Select Flat SQL Query. 5. Click Create. The system displays the query that you created. 6. In the Data Object field, click Routing Service. 7. In the Select fields from the list field, select the following check boxes: a. Channel. b. Routing Service Name 8. Click Save. Adding conditional formatting fields to a query Procedure 1. In the top right corner of the screen, click the Administrator tab. May 2017 Avaya Oceanalytics Insights Data Dictionary 109

110 Creating custom dashboards 2. Select the Routing Service data object. 3. Click the Calculated Fields tab. 4. Click Add Calculated Field. 5. On the Expression Builder screen, do the following : a. Field Name: Type AbandonedThreshold b. Column Type: Click Measure. c. Expression: Type IF({Abandoned}>0)THEN(IF({Abandoned}<4)THEN(CONCAT("CONCAT("='ba ckground-color:yellow;font-weight:bold'>",{abandoned},",/ div> )))ELSE(CONCAT( <div>,{abandoned}, </div> )) 6. Click OK. May 2017 Avaya Oceanalytics Insights Data Dictionary 110

111 Sample BAM Dashboard 7. To create other calculated fields, do steps 4, 5, and 6. For example: Example 1: ContactsWaitingThreshold field: Field Name: ContactsWaitingThreshold Expression: IF({Contacts Waiting}>0)THEN(IF({Contacts Waiting}<4)THEN(CONCAT( <div style= background-color:yellow;fontweight:bold'>",{contacts Waiting},",</div> ))ELSE(CONCAT( <div style= background-color:red;font-weight:bold'>",{contacts Waiting}, </div> )))ELSE(CONCAT( <div>,{contacts Waiting}, </ div> )) Example 2: CompletedThreshold field: Field Name: CompletedThreshold Expression: IF({Completed}>0)THEN(IF({Completed}<4)THEN(CONCAT( <div style= background-color:yellow;font-weight:bold'>", {Completed},",</div> )))ELSE(CONCAT( <div>,{completed}, </div> )) Example 3: AnsweredThreshold field: Field Name: AnsweredThreshold Expression: IF({Answered}>0)THEN(IF({Answered}<4)THEN(CONCAT( <div style= background-color:yellow;font-weight:bold'>",{answered},",</ div> )))ELSE(CONCAT( <div>,{answered}, </div> )) Example 4: WaitTimeThreshold field: Field Name: WaitTimeThreshold Expression: IF({WaitTime}>0)THEN(IF({WaitTime}<120)THEN(CONCAT( <div style= background-color:yellow;font-weight:bold'>",{waittime},",</ div> ))ELSE(CONCAT( <div style= background-color:red;fontweight:bold'>",{waittime}, </div> )))ELSE(CONCAT( <div>, {WaitTime}, </div> )) Adding a query to a view Procedure 1. Navigate to RS_WaitTime_Query. May 2017 Avaya Oceanalytics Insights Data Dictionary 111

112 Creating custom dashboards 2. In the Select fields from the list field, select ContactsWaitingThreshold and WaitTimeThreshold check boxes. 3. Click Save. The system displays the fields that you selected as columns in the table at the bottom of the screen. Creating a list view for a query Procedure 1. In the navigation pane, right-click Business Views. 2. Click Create. May 2017 Avaya Oceanalytics Insights Data Dictionary 112

113 Sample BAM Dashboard 3. On the Business Views screen, do the following: a. In the Name field, type Routing_Service_Wait_Time. b. (Optional) In the Display Name field, type a display name. c. In the Categories area, click Table. d. In the View Types area, click List. 4. Click Create. Configuring runtime interaction Procedure 1. Open the view that you created. 2. Click the Runtime-Interaction tab. May 2017 Avaya Oceanalytics Insights Data Dictionary 113

114 Creating custom dashboards 3. On the Runtime-Interaction screen, on the left menu bar, click Active Data. 4. Select the Turn this query into a continuous query check box. 5. Select the Active Data Collapsing check box. 6. In the Interval field, type In the drop-down list box next to the Interval field, click seconds. 8. Click Apply. 9. Click Close. Formatting table cells as HTML About this task Use this procedure to format table cells as HTML. You must select each table column and format it as HTML one at a time. Procedure 1. Open the view that you created. 2. Click the Properties tab. May 2017 Avaya Oceanalytics Insights Data Dictionary 114

115 Sample BAM Dashboard 3. On the Properties screen, in the navigation pane, click Text. 4. In the Value Formatting section, in the Select table columns to format field, click the table column that you want to format. For example, AbandonedThreshold. 5. In the Format AbandonedThreshold Field as field, click HTML. 6. Click Apply. 7. Click Close. Creating an Agent By Routing Service Statistics view Field value tables for Agent By Routing Service Statistics view The procedure for creating queries, parameters, and views for the Agent By Routing Service Statistics view is the same as that for the Routing Service Wait Time view. Similarly, procedures for adding a parameter and view to a query, configuring runtime interaction properties and modifying the properties are also the same. Ensure you use the field names and descriptions in the following tables while following the procedures for the Routing Service Wait Time view. May 2017 Avaya Oceanalytics Insights Data Dictionary 115

116 Creating custom dashboards Table 24: Business Queries Field Name Display Name Type Values Type Agent_RS_Stats_Query Type Agent_RS_Stats_Query Select Flat SQL Query Table 25: Agent_RS_Stats_Query Field Data Object Select fields from the list Values Click AgentByRoutingService select the following check boxes: Display Name Routing Service ID Active Time Duration Abandoned Threshold Answered Threshold Completed Threshold Table 26: Parameters Field Name Display Name Data Type Parameter Type Value Options Data Object Field Value Options Choose Values Special Options User can select multiple values Values Type AgentName_AgentByRouting Type AgentName_AgentByRouting String Select List Parameter. Click AgentByRoutingService Click Display Name. All Select the check box. Select ALL Select the check box. Table 27: Add/Edit Filter Field First drop-down list Values Display Name May 2017 Avaya Oceanalytics Insights Data Dictionary 116

117 Sample BAM Dashboard Field Second drop-down list Third field Values Is equal to AgentName_AgentByRouting Table 28: Business Views Field Name Display Name Categories View Types Values Click Agent_RS_Stats_View Type Agent_RS_Stats_Query Select Table. Select List. Table 29: Runtime-Interaction Field Active Data Turn this query into a continuous query Active Data Collapsing Values Click this field. Select this check box. Select Table. Interval Type 1. Table 30: Properties Click seconds from the drop-down list. Field Text Select table columns to format Format column header name field as Values Select this field. Click the following values one at a time to display the text as HTML: AbandonedThreshold AnsweredThreshold CompletedThreshold Click HTML. Adding conditional formatting for AgentByRoutingService Procedure 1. Log on to Oracle Business Activity Monitoring. 2. On the top right corner of the screen, click the Administrator tab. 3. Select the AgentByRoutingService data object. 4. Click the Calculated Fields tab. 5. Click Add Calculated Field. May 2017 Avaya Oceanalytics Insights Data Dictionary 117

118 Creating custom dashboards 6. On the Expression Builder screen, add the following fields: a. Field Name: AbandonedThreshold: b. Column Name: Measure c. Expression: IF({Abandoned}>0)THEN(IF({Abandoned}<4)THEN(CONCAT("div style= background-color:yellow;font-weight:bold'>", {Abandoned},",/div> )))ELSE(CONCAT("div style='backgroundcolor:red;font-weight:bold'>",{abandoned}, </ div> )))ELSE(CONCAT("</div>")){Abandoned}, </div> )) 7. Create the following fields as explained in step 6: a. Field Name: CompletedThreshold b. Expression: IF({Completed}>0)THEN(IF({Completed}<4)THEN(CONCAT( <div style= background-color:yellow;font-weight:bold'>", {Completed},",</div> ))ELSE(CONCAT<div style= backgroundcolor:green;font-weight:bold'>"{completed}, </ div> ))ELSE(CONCAT( </div> {Completed},"</div>")) c. Field Name: AnsweredThreshold d. Expression: IF({Answered}>0)THEN(IF({Answered}<4)THEN(CONCAT( <div style= background-color:yellow;font-weight:bold'>", {Answered},",</div> ))ELSE(CONCAT( <div style= backgroundcolor:green;font-weight:bold'>",{answered},",</ div> )))ELSE(CONCAT( <div>,{answered}, </div> )) 8. Click OK. Creating a dashboard Procedure 1. In the navigation pane, right-click Dashboards. 2. Click Create. May 2017 Avaya Oceanalytics Insights Data Dictionary 118

119 Sample BAM Dashboard 3. On the Dashboards screen, do the following: a. In the Name field, type Dashboard_Monitoring_Dashboard. b. (Optional) In the Display Name field, type a display name. c. In the Select Dashboard Type field, select Dashboard. d. In the Select the style template area, select Type Click Create. May 2017 Avaya Oceanalytics Insights Data Dictionary 119

120 Creating custom dashboards The system displays the Resource Catalog screen. 5. Click the green plus sign (+) to add each newly created view to the empty spaces in the dashboard. 6. Click OK. The final view of the dashboard is as follows: May 2017 Avaya Oceanalytics Insights Data Dictionary 120