Dimensions

Dimensions represents the configuration and grouping objects within the Contact Center and the Data Model. They are used to filter data within the fact tables.

AGENT

Definition: Dimension for agent

Main data source: Agent and Person

Field name	Description
Agent Name	Full name of agent (combination of surname and first name)
Enterprise Name	EnterpriseName of agent
First Name	First name of agent
Last Name	Surname of agent

AGENT TEAM

Definition: Dimension for team

Main data source: Agent_Team

Field name	Description
Description	Description given for the team
Team Name	Name of agent team

BUSINESS UNIT

Definition: Dimension for business unit

Main data source: pbi_BusinessUnit

Field name	Description
Business Unit	Name of the business unit (highest level of hierarchy)
Description	Description given for the business unit

CALLTYPE

Definition: Dimension for call type

Main data source: Call_Type

Field name	Description
CallType	Name of call type (corresponds to the name of the Call Center Service)
Description	Description given for the call type
Focus	1 if the call type is not relevant for the service level (like entry call types)
Service Level Threshold	Service Level threshold in seconds

DATE

Definition: Date calendar built using DAX Expressions, available for the whole year where fact data is available

Main data source: all fact tables and DAX

Field name	Description
Date	Complete date containing day, month and year
Day	Day number
Hierarchy	Hierarchy containing Year, Quarter, Month Name and Day
Month	Month number
Month Name	Full name of Month
Quarter	Quarter sign "Q" and quarter number
Week	Week number
Weekday	Weekday number
Weekday Name	Full name of the weekday
Year	Year number
Year Month	Year number and month number separated by "-"
Year Week	Year number and week number separated by "-"

LANGUAGE

Definition: Dimension for language

Main data source: pbi_Language

Field name	Description
ISO Code	ISO code of the language
Language	Name of the language

LOCATION

Definition: Dimension for location

Main data source: pbi_Location

Field name	Description
Country	Name of the country for the location
Country A-2 Code	Country A2 code for the location
Country A-3 Code	Country A3 code for the location
Latitude	Latitude of the location
Location	Name of the location
Longitude	Longitude of the location

MEDIA

Definition: Dimension for the media

Main data source: Media_Routing_Domain

Field name	Description
Media	Name of media for the contact

ORG UNIT

Definition: Dimension for organisational unit

Main data source: pbi_OrgUnit

Field name	Description
Description	Description given for the organisational unit
Org Unit	Name of the organisational unit

ORIGINATOR

Definition: Originator-Filterlist populated out of fact data for incoming tasks and direct calls

Main data source: FACT_INBOUND and FACT_AGENT_DIRECT_CALLS

Field name	Description
Originator (ANI)	Telephone number of caller or sender of the first route request when entering the system (begin of contact)

QUEUE

Definition: Dimension for skill group and precision queue

Main data source: Skill_Group and Precision_Queue

Field name	Description
Description	Description given for the queue
Queue	Name of skill group (Queue). With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'.

Short Call Threshold

Definition: Filter-Input for the Short Call Threshold (range of Abandon Wait Time included into your data)

Main data source: FACT_INBOUND

Field name	Description
Short Call Threshold (s)	Waiting time in seconds from searching for an agent until the task has been abandoned

TIME

Definition: Time intervals built using DAX Expressions

Main data source: DAX

Field name	Description
Half Hour Start Time	Start time of the half hour (e.g. 14:30:00)
Hour Start Time	Start time of the full hour (e.g. 14:00:00)
Interval Start Time	Start time of the 15 min. interval (e.g. 14:45:00)

TR Destination AGENT

Definition: Dimension for agent, joined on DestinationAgentID of FACT_INBOUND_HANDLED

Main data source: Agent and Person

Field name	Description
Destination Agent Name	Full name of the agent, where the task was transferred to

TR Destination AGENT TEAM

Definition: Dimension for team, joined on TR Destination AGENT

Main data source: Agent_Team

Field name	Description
Destination Team Name	Name of agent team, where the task was transferred to

TR Destination CALLTYPE

Definition: Dimension for call type, joined on DestinationCallTypeID of FACT_INBOUND_HANDLED

Main data source: Call_Type

Field name	Description
Destination CallType	Name of the call type, where the task was transferred to

TR Destination LOCATION

Definition: Dimension for location, joined on TR Destination AGENT

Main data source: pbi_Location

Field name	Description
Destination Country	Name of the country for the location, where the task was transferred to
Destination Location	Name of the location, where the task was transferred to

TR Destination NUMBER

Definition: Transfer number filter list populated out of fact data for incoming handled tasks

Main data source: FACT_INBOUND_HANDLED

Field name	Description
Destination Number	Phone number, where the call was transferred to

TR Destination ORG UNIT

Definition: Dimension for the organisational unit, joined on DestinationAgentID of FACT_INBOUND_HANDLED

Main data source: pbi_OrgUnit

Field name	Description
Destination Org Unit	Name of the organisational unit, where the task was transferred to

TR Source AGENT

Definition: Dimension for agent, joined on SourceAgentID of FACT_INBOUND

Main data source: Agent and Person

Field name	Description
Source Agent Name	Full name of the agent, from where the task was transferred

TR Source AGENT TEAM

Definition: Dimension for team, joined on TR Source AGENT

Main data source: Agent_Team

Field name	Description
Source Team Name	Name of agent team, from where the task was transferred

TR Source CALLTYPE

Definition: Dimension for call type, joined on SourceCallTypeID of FACT_INBOUND

Main data source: Call_Type

Field name	Description
Source CallType	Name of the call type, from where the task was transferred

TR Source LOCATION

Definition: Dimension for location, joined on TR Source AGENT

Main data source: pbi_Location

Field name	Description
Source Country	Name of the country for the location, from where the task was transferred
Source Location	Name of the location, from where the task was transferred

TR Source ORG UNIT

Definition: Dimension for the organisational unit, joined on SourceAgentID of FACT_INBOUND

Main data source: pbi_OrgUnit

Field name	Description
Source Org Unit	Name of the organisational unit, from where the task was transferred

WRAPUPDATA

Definition: Wrapup-Data-Filterlist populated out of fact data for incoming handled tasks

Main data source: FACT_INBOUND_HANDLED

Field name	Description
Wrapup Data	Task classification which was set by the agent in the wrap-up stage