Hello everyone, this is my first post. Please tell me if I am reasonable in my request. I am very new to Infomart and working on a data warehouse having Infomart as a source. I am bringing extract of almost all dim tables that have relationship with IF, IRF, MSF.
TECHNICAL_DESCRIPTOR being the most important one for this discussion. I am trying to set right ETL logic in data warehouse for the following-
- Transfer segments- Identify if IRF or MSF has a transfer associated with it.
A. Initiated Transfer
B. Received/completed transfer. - Abandoned segments- I understand that technical result of ABANDONED and CUSTOMERABANDONED will give me this but any other combination of technical result would result in abandoned call?
- Consult-
A. Initiated consult
B. Received/completed consult
C. Warm transfer- How to identify if the consult that was actually a warm transfer where agent just introduces the caller and his questions to other agent and takes over the call. - Information announcement- IRF or MSF that was only the information announcement and no resources handled the call. Only the system gave information to the caller.
- Inbound call (coming from the customer) Vs Inbound call from the agent internally.
- Outbound call (from agent to customer) Vs Outbound call (Agent to Agent)
- Incomplete call- Call that could not get completed
- Voice message calls- Calls handled by the voice message DNs.
I want to capture all possible combinations of [TECHNICAL_RESULT_CODE], [RESULT_REASON_CODE], [RESOURCE_ROLE_CODE], [ROLE_REASON_CODE] that will cover the above.
Thanks in advance for all your input.