Interaction Center Analytics
Blended Analytics
Interaction Record
Activity: Actual Total Duration
Activity: Actual Duration Face-to-Face
Activity: Planned Total Duration
Interaction: Processing Time
Interaction: Total Duration of Contact
Number of Changed Business Partners
Number of Changed Service Transactions
Number of Changed Telesales Transactions
Number of Changed Teleservice Transactions
Number of Created Business Partners
Number of Created Service Transactions
Number of Created Telesales Transactions
Number of Created Teleservice Transactions
Number of Opened Business Partners
Number of Opened Service Transactions
Number of Opened Telesales Transactions
Number of Opened Teleservice Transactions
Start Date
Start Time
Characteristics
Flag If Activity Is Interaction Record
DataSources
Interaction Record Statistical Data
Roles
Interaction Center Manager
Help Desk Analytics
Web Templates
Web Template: Service Ticket Overview
Web Template: Open Service Tickets
Web Template: Open Service Ticket History
Web Template: Average Lead Time
Queries
Service Ticket Overview
Open Service Tickets
Open Service Ticket History
Average Lead Time
InfoCubes
Service Order Header History
Key Figures
Last Change Date
0-7 Days
8-30 Days
31-60 Days
>60 Days
Open Service Tickets Started Last Month
New Service Tickets This Month
Closed Service Tickets This Month
Open Service Tickets This Month
New Closed Service Tickets
Closure Rate
Characteristics
Change Month
Responsible Group
E-Mail Response Management System Analytics
Web Templates
Web Template: E-Mail Volume
Web Template: Average Handling Time
Web Template: Average Response Time
Web Template: Service Level
Queries
E-Mail Response Management System Statistics
InfoCubes
E-Mail Response Management System Statistics
DataStore Objects
E-Mail Response Management System E-Mail Events
InfoSources
E-Mail Response Management System E-Mail Events
Key Figures
Handling Time
Response Time
Number of Manual Responses
Number of Automatic Responses
Number of E-Mails Processed Manually
Total Duration
Characteristics
E-Mail ID
E-Mail Event
Domain of E-Mail Address
Incoming E-Mail Address
Transferring Organizational Unit
E-Mail Status
Receiving Organizational Unit
DataSources
E-Mail Response Management System E-Mails
E-Mail Status Text
E-Mail Event Text
Interaction Modeling and Evaluation
MultiProvider
IC Interaction Multiprovider
InfoCubes
Interaction
BDC Business Agreement
BDC Business Transaction
BDC Case
BDC Contact
BDC Customer
BDC Dependent Transaction
BDC Follow-Up
BDC IBase
BDC Interaction Record
BDC Marketing Interaction
BDC Product
Event Groups
Event Groups Staging
Event Parameters
Events
Interaction
BDC Case Staging
BDC Contact Staging
BDC Business Agreement Staging
BDC Dependent Transaction Staging
BDC Follow-Up Staging
BDC IBase Staging
BDC Interaction Record Staging
BDC Marketing Interaction Staging
BDC Business Transaction Staging
BDC Product Staging
InfoSources
BDC Business Agreement
BDC Business Transaction
BDC Case
BDC Contact
BDC Customer
BDC Dependent Transaction
BDC Follow-Up
BDC IBase
BDC Interaction Record
BDC Marketing Interaction
BDC Product
Interaction
Event Groups
IC Event
IC Event Parameter
IC Event Text
IC Event Attribute
IC Event Group Attribute
IC Event Group Text
IC Event Parameter Attribute
IC Event Parameter Text
Key Figures
IC Event Group Count
IC Event Group Duration
Number of IC Events in Event Group
Characteristics
BDC Business Agreement GUID
BDC Business Agreement ID
BDC Business Transaction GUID
BDC Business Transaction ID
BDC Case GUID
BDC Case ID
BDC Contact GUID
BDC Contact ID
BDC Customer GUID
BDC Customer ID
BDC Dependent Transaction GUID
BDC Dependent Transaction ID
BDC Follow-Up GUID
BDC Follow-Up ID
BDC IBase Component GUID
BDC IBase Component ID
BDC Interaction Record GUID
BDC Interaction Record ID
BDC Marketing Interaction GUID
BDC Marketing Interaction ID
BDC Product GUID
BDC Product ID
IC Application
IC Date
IC Event Group Finished At (Date)
IC Event Group Finished At (Time)
IC Event Group ID
IC Event Group Started At (Date)
IC Event Group Started At (Time)
IC Event ID
IC Event Parameter ID
IC Event Parameter Value
IC Event Sequence Number
IC Event Time
IC User
IC WebClient Profile
IC Business Transaction GUID
IC Component
IC View
IC UI Event
IC Order Flag
Interaction GUID (Session)
First IC Event GUID
Last IC Event GUID
BDC Business Agreement ID
BDC Business Transaction ID
BDC Case ID
BDC Contact ID
BDC Customer ID
BDC Dependent Transaction ID
BDC Follow-Up ID
BDC IBase Component ID
BDC Interaction Record ID
BDC Marketing Interaction ID
BDC Product ID
Responsible Group
BDC Business Agreement
BDC Business Transaction
BDC Case
BDC Contact
BDC Customer
BDC Dependent Transaction
BDC Follow-Up
BDC IBase
BDC Interaction Record
BDC Marketing Interaction
BDC Product
IC Event Attribute
IC Event Group
IC Event Group Attributes
IC Event Group Text
IC Event Parameters
IC Event Parameter Attribute
IC Event Parameter Text
IC Event Text
Interaction Center Event
Interaction Center: Interactions
Interactive Scripting Evaluation
Web Templates
Web Template: Interactive Scripting Evaluation (IC WebClient)
Web Template: Interactive Scripting Evaluation(IC WinClient)
Workbooks
Interactive Scripting Evaluation
Queries
IC: Interactive Scripting Evaluation (IC WinClient)
IC: Interactive Scripting Evaluation (IC WebClient)
InfoCubes
Interactive Scripting Evaluation (IC WebClient)
IC Interactive Scripting Evaluation (IC WinClient)
DataStore Objects
Interactive Scripting Data (IC WebClient)
InfoSources
Interactive Scripting Data (IC WebClient)
Interactive Scripting Data (IC WinClient)
Characteristics
IC: Interactive Scripting Answer (IC WebClient)
IC: Interactive Scripting Question Category (IC WebClient)
IC: Initial Script (IC WebClient)
IC: Initial Script (IC WinClient)
IC: Interactive Scripting Question (IC WebClient)
IC: Interactive Script (IC WebClient)
DataSources
Interactive Scripting Evaluation Transaction Data (IC WebClient)
Interactive Scripting Evaluation Transaction Data (IC WinClient)
Interactive Scripting Answer (IC WebClient)
Interactive Scripting Answer (IC WinClient)
Interactive Script Attributes (IC WebClient)
Interactive Script Attributes (IC WinClient)
Interactive Script Texts (IC WebClient)
Interactive Script Texts (IC WinClient)
Interactive Scripting Question Category (IC WebClient)
Interactive Scripting Question Category (IC WinClient)
Interactive Scripting Question Attributes (IC WebClient)
Interactive Scripting Question Attributes (IC WinClient)
Interactive Scripting Question Texts (IC WebClient)
Interactive Scripting Question Texts (IC WinClient)
Interactive Script Status
Interaction Statistics
Web Templates
Web Template: Abandonment Rate
Web Template: Average Handling Time
Web Template: Average Speed of Answer
Web Template: Connection Volume
Web Template: Service Level
Queries
IC: Abandonment Rate
IC: Average Time to Abandonment
IC: Average Speed of Answer
IC: Average Speed of Answer (in Time Intervals)
IC: Average Handling Times
IC: Average Handling Times (in Time Intervals)
IC: Service Level
IC: Service Level (in Time Intervals)
IC: Connection Volume
IC: Connection Volume (in Time Intervals)
IC: Transfers
IC: Transfers (in Time Intervals)
Interaction Statistics in Time Intervals (General)
Interaction Statistics with Reference to CRM (General)
InfoCubes
IC Interaction Statistics with Relation to CRM Information
IC Interaction Statistics in Time Intervals
MultiProviders
Interaction Statistics (with Referenceto CRM Info.)
IC Interaction Statistics (in Time Intervals)
DataStore Objects
ODS for Interaction Center Statistics
InfoSources
CRM: IC Interaction Statistics
DataSources
Action Type
Interaction Center: Communication Direction
Interaction Center: Communication Type
Interaction Center: CTI Statistics Information
Interaction Center: Type of Interaction Step