VIEW Historical Data Source Reference Guide - About this Document

Lists changes from the previous release of this document.

Provides a brief overview of the historical data sources in storm VIEW.

Describes the VIEW historical data sources and explains how data is written to each of them following interactions through storm.

Provides a detailed description of each data export field in across all historical data sources. This is the largest section of the document because data fields underpin metrics, filters, and dimensions.

The details in this section will help you to understand the meaning of every historical data field that is populated in every interaction handled by storm. In particular, it will help you to see how a data export field is populated for the different parts of an interaction. For example, in the CONTACT Data Records data source, some fields such as Talk Time record different values on the inbound and outbound legs of an incoming interaction.

Shows the relative durations of interactions through storm and the data export fields that measure them. For example, Ringing Duration and Total Message Handling Duration.

Provides a detailed description of each standard metric across all historical data sources. These metrics are available for you to include in your own custom historical reports. Many of these metrics are used in the standard historical reports delivered with VIEW.

Lists the dimensions in each data source along with the field each relates to. Dimensions are used to break down metric values in custom reports.