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-
1. Transfer segments- Identify if IRF or MSF has a transfer associated with it.
A. Initiated Transfer
B. Received/completed transfer.
2. 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?
3. 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.
4. 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.
5. Inbound call (coming from the customer) Vs Inbound call from the agent internally.
6. Outbound call (from agent to customer) Vs Outbound call (Agent to Agent)
7. Incomplete call- Call that could not get completed
8. 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.
