Interaction Center Statistics
Technical Name: 0CRM_CTI
Use
The DataStore object for Interaction Center statistics lists every individual connection step with the connection ID and the sequential number of each step it contains. It fills the InfoCubes for:
· IC Interaction Statistics in Time Intervals
· IC Interaction Statistics with Relation to CRM Information
InfoSources
IC Interaction Statistics (0CRM_CIC_CTI_1)
Key Fields
Key Field |
Description |
0CRM_CONID |
IC Interaction Statistics: Connection ID (GUID) |
0CRM_STPNO |
IC Interaction Statistics: Number of Connection Steps |
0CRM_FLGHD |
Indicator: Header Entry for Connection |
Data Fields
Data Field |
Description |
0CRM_COMTYP |
Communication Type |
0CRM_CDIR |
Connection Direction |
0CRM_STPDIR |
Direction of Communication Step |
0CRM_CTIQ |
CTI Queue |
0CRM_AGNT |
Employee in Interaction Center |
0CRM_AGNT2 |
2nd Employee in Interaction Center |
0CRM_CAT |
Category |
0CRM_DIRECT |
Direction |
0CRM_RCA |
Current Catalog: Reasons |
0CRM_RG |
Current Code Group: Reasons |
0CRM_RCO |
Current Code: Reasons |
0CRM_RSN_TY |
Activity Reason (Catalog) |
0CRM_RSN_GR |
Activity Reason (Code Group) |
0CRM_RSN_CO |
Activity Reason (Code) |
0BP_ACTIVIT |
Contact Partner |
0BP_CONTPER |
Contact Persons |
0BP_EMPLOY |
Responsible Employee |
0CRM_EXE_CC |
Executing Interaction Center |
0CRM_MKTELM |
CRM Marketing Element (Campaign and Marketing Plan) |
0CRM_CONDT |
Start Date of Connection |
0CRM_CONDTM |
Start Time of Connection |
0CRM_STPDT |
Start Date of Connection Step |
0CRM_STPTM |
Start Time of Connection Step |
0CALDAY |
Calendar Day |
0CRM_15MIN |
Time Interval (15 Minutes) |
0CRM_30MIN |
Time Interval (30 Minutes) |
0CRM_STPTYP |
Connection Step Category |
0CRM_CDUR |
Duration of a Connection Step |
0CRM_FLGABD |
Indicator: Connection Canceled |
0CRM_CONTR |
Transfer Step Number |
0CRM_INSL |
Number of Connections in SL Limit |
0CRM_CONCT |
Number of Connections |
0CRM_CONST |
Number of Connection Steps |
0CRMCC_CAT |
Multilevel Categorization - Category GUID |
0CRM_PRCTYP |
Business Transaction Type |
Navigation Attributes
Navigation Attribute |
Description |
0CRM_CAT_0CRM_CLASS |
Class |
0BP_ACTIVIT_0COUNTRY |
Country |
0BP_ACTIVIT_0CUSTOMER |
Customer Number |
0BP_ACTIVIT_0IND_CODE |
Industry Sector |
0BP_ACTIVIT_0POSTCD_GIS |
Postal Code |
0BP_ACTIVIT_0REGION |
Region |
0BP_CONTPER_0BPPOSITION |
Item |
0BP_CONTPER_0COUNTRY |
Country |
0BP_CONTPER_0POSTCD_GIS |
Postal Code |
0BP_CONTPER_0REGION |
Region |
0BP_EMPLO_0BPPOSTION |
Item |
0CRM_MKTELM_0CRMCAMPTYP |
Campaign Type |
0CRM_MKTELM_0CRMCHANNEL |
Channel |
0CRM_MKTELM_0CRM_COMPL |
Percent of Completion |
0CRM_MKTELM_0CRM_MILEID |
Milestone Indicator |
0CRM_MKTELEM_0CRM_OBJEC4 |
Objective(s) |
0CRM_MKTELEM_0CRM_MKTELE |
Marketing Element (R/3) |
0CRM_MKTELEM_0CRM_PRIO |
Priority |
0CRM_MKTELM_0CRM_SCRIPT |
CIC Interactive Script |
0CRM_MKTELM_0CRM_TACTIC |
Tactic |