This section lists the dimensions that are available for you to select in the VIEW Report Builder when you wish to break down metric values in a custom report. More importantly, it tells you which data export field each dimension is related to. For information about dimensions including how they relate to data export fields, see Custom historical reports in the storm VIEW User Guide.
Date and Time Dimensions (All Data Sources)
Dimensions in CONTACT Data Records
Dimensions in OUTBOUND Status Change
Dimensions in CONTACT Agent Activity
Dimensions in FLOW Action Cell Log
Dimensions in LOCK Transactions
Dimensions in Organisation Licence Usage
A set of date and time dimensions is available in all historical data sources. The following table indicates the date and time fields whose data is broken down.
|
Data source |
Breaks down data in this date and time field |
|
CONTACT Data Records |
|
|
CONTACT Actions |
|
|
OUTBOUND Status Change |
|
|
CONTACT Agent Activity |
|
|
FLOW Action Cell Log |
|
|
LOCK Transactions |
Logged Date and Time (not currently available). |
|
Licence Usage |
|
|
Organisation Licence Usage |
|
|
|
See table below for available dimensions. |
You can change the time zone of each date and time dimension. For details and instructions, see the section Change the report's time zone in the topic 'Create a Custom Historical Report' in the storm VIEW User Guide.
The following date and time dimensions are available in each data source.
|
Date and Time dimension |
Breaks down data... |
Example |
|
Date |
By date, in the format YYYY/MM/DD. |
2018/12/25 |
|
Week commencing |
By week commencing date (a week starts on Monday). |
WC 2018/12/24 |
|
Date (ISO) |
By date, in ISO format. Note: this is NOT available in the FLOW Action Cell Log and the LOCK Transactions data sources. |
20181225 |
|
Month |
By month. |
December |
|
Day of Week |
By day. Reports will have seven rows, one for each day of the week. |
Tuesday |
|
Day of Month |
By the numeric day of the month. |
25 |
|
Hour of Day |
By hour of the day, in the format HH:MM. |
14:00 |
|
Hour |
By hour, in the format YYYY/MM/DD HH:MM. |
2018/12/25 14:00 |
|
30 Minute Periods of Day |
By 30 minute periods throughout a 24 hour day in the format HH:MM. For a reporting period spanning multiple days, the dimension totals your metrics in each time period for every day in the period. |
14:30 |
|
30 Minute Periods (Continuous) |
For each 30 minute period in the range for which the report is run, in the format YYYY/MM/DD HH:MM. For a reporting period spanning multiple days, the report shows a continuous list of 30 minute time periods for all selected days. |
2018/12/25 14:30 |
|
15 Minute Periods of Day |
By 15 minute periods throughout a 24 hour day in the format HH:MM. For a reporting period spanning multiple days, the dimension totals your metrics in each time period for every day in the period. |
14:45 |
|
15 Minute Periods of Day (Continuous) |
For each 15 minute period in the range for which the report is run, in the format YYYY/MM/DD HH:MM. For a reporting period spanning multiple days, the report shows a continuous list of 15 minute time periods for all selected days. |
2018/12/25 14:45 |
|
Week Number |
By the number of the week in the calendar year. A week starts on the day determined by an organisation-level parameter set by Content Guru. The default is ISO, where a week is Monday to Sunday. Other available settings are UK, US, and ISLAM. To use any one of these, contact your local support representative. Depending on this setting, the maximum value can be 53. Note: this is available in the following data sources only: CONTACT Data Records, FLOW Action Cell Log, and LOCK Transactions. |
52 |
Dimensions and their field mappings in the CONTACT Data Records data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Organisation Hierarchy |
|
|
Destination Address |
|
Dimension |
Breaks down data in this field |
|
Access Number Description |
|
|
Route Plan |
|
|
Routing Schedule |
|
|
CLI Group |
|
|
Mailbox ID |
|
Dimension |
Breaks down data in this field |
|
Script Reached |
|
|
First Menu Option |
|
|
Second Menu Option |
|
|
Third Menu Option |
|
|
Received Digits |
|
|
Last Prompt |
|
Dimension |
Breaks down data in this field |
|
Caller User Group |
|
|
Caller Extension |
|
|
Caller Username |
|
|
Caller User <Miscellaneous 1> |
|
|
Caller User <Miscellaneous 2> |
|
|
CLI Presentation |
|
|
Called User Group |
|
|
Called Extension |
|
|
Called User <Miscellaneous 1> |
|
|
Called User <Miscellaneous 2> |
|
|
Call Treatment |
|
|
Voicemail Mailbox ID |
|
|
Shared Call Reference |
|
Dimension |
Breaks down data in this field |
|
Queue |
|
|
Queue ID |
|
|
Associated Queue |
No associated field. For incoming text-based communications that have not been processed, these are the names of the queues the messages are being held in. |
|
Original Queue |
|
|
Original Queue ID |
|
|
Original Connected Queue |
|
|
Original Connected Queue ID |
|
|
Last Connected Queue |
|
|
Last Connected Queue ID |
|
|
If an agent group contains other agent groups (subgroups), the statistics for the subgroups are not included in the parent agent group. |
|
|
Agent Group ID |
|
|
Original Connected Agent Group |
|
|
Original Connected Agent Group ID |
|
|
Last Connected Agent Group |
|
|
Last Connected Agent Group ID |
|
|
Last Connected User Username |
|
|
Last Connected User <Miscellaneous 1> |
|
|
Last Connected User <Miscellaneous 2> |
|
|
Local Agent |
|
|
Agent ID |
|
|
Original Connected Agent |
|
|
Original Connected Agent ID |
|
|
Last Connected Agent |
|
|
Last Connected Agent ID |
|
|
Call Completion Code |
|
Dimension |
Breaks down data in this field |
|
Transaction Result |
|
Dimension |
Breaks down data in this field |
|
Data Management Table |
|
|
Data Management Table View |
|
|
Data Management Row ID |
|
Dimension |
Breaks down data in this field |
|
Initial Conference |
|
|
Contact Name |
|
|
Caller Operator |
|
|
Answering Operator |
Dimensions and their field mappings in the CONTACT Actions data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Queue ID |
|
|
Agent |
|
|
Agent ID |
|
|
User |
|
|
User ID |
Dimensions and their field mappings in the OUTBOUND Status Change data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Dial Reference |
|
|
Data Management Table |
|
|
Data Management View |
|
|
Data Management Row ID |
|
|
Agent Name |
Dimensions and their field mappings in the CONTACT Agent Activity data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Agent |
|
|
Agent ID |
|
|
User ID |
|
|
User <Miscellaneous 1> |
|
|
User <Miscellaneous 2> |
|
|
Queue |
|
|
Queue ID |
|
Dimensions and their field mappings in the FLOW Action Cell Log data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Call Reference Number |
|
|
Initial Script |
|
|
Previous Action Cell ID |
|
|
Entered Action Cell ID |
|
|
Current Script |
|
|
Script Version |
Dimensions and their field mappings in the LOCK Transactions data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Transaction Result |
|
|
Auth Type |
Dimensions and their field mappings in the Licence Usage data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Licence Type |
|
|
User |
|
|
User ID |
|
|
User Full Name |
|
|
Site |
|
|
Site ID |
|
|
User Group |
|
|
User Group ID |
Dimensions and their field mappings in the Organisation Licence Usage data source are listed below:
|
Dimension |
Breaks down data in this field |
|
Licence Type |