SAP Library - Interaction Center Analytics

Start Level 1 Node: Interaction Center Analytics

Interaction Center Analytics

End Level 1 Node: Interaction Center Analytics

Start Level 2 Node: Blended Analytics

Blended Analytics

End Level 2 Node: Blended Analytics

Start Level 3 Node: Key Figures

End Level 3 Node: Key Figures

Start Level 4 Node: Activity: Actual Total Duration

Activity: Actual Total Duration

End Level 4 Node: Activity: Actual Total Duration

Start Level 4 Node: Activity: Actual Duration Face-to-Face

Activity: Actual Duration Face-to-Face

End Level 4 Node: Activity: Actual Duration Face-to-Face

Start Level 4 Node: Activity: Planned Total Duration

Activity: Planned Total Duration

End Level 4 Node: Activity: Planned Total Duration

Start Level 4 Node: Interaction: Processing Time

Interaction: Processing Time

End Level 4 Node: Interaction: Processing Time

Start Level 4 Node: Interaction: Total Duration of Contact

Interaction: Total Duration of Contact

End Level 4 Node: Interaction: Total Duration of Contact

Start Level 4 Node: Number of Changed Business Partners

Number of Changed Business Partners

End Level 4 Node: Number of Changed Business Partners

Start Level 4 Node: Number of Changed Service Transactions

Number of Changed Service Transactions

End Level 4 Node: Number of Changed Service Transactions

Start Level 4 Node: Number of Changed Telesales Transactions

Number of Changed Telesales Transactions

End Level 4 Node: Number of Changed Telesales Transactions

Start Level 4 Node: Number of Changed Teleservice Transactions

Number of Changed Teleservice Transactions

End Level 4 Node: Number of Changed Teleservice Transactions

Start Level 4 Node: Number of Created Business Partners

Number of Created Business Partners

End Level 4 Node: Number of Created Business Partners

Start Level 4 Node: Number of Created Service Transactions

Number of Created Service Transactions

End Level 4 Node: Number of Created Service Transactions

Start Level 4 Node: Number of Created Telesales Transactions

Number of Created Telesales Transactions

End Level 4 Node: Number of Created Telesales Transactions

Start Level 4 Node: Number of Created Teleservice Transactions

Number of Created Teleservice Transactions

End Level 4 Node: Number of Created Teleservice Transactions

Start Level 4 Node: Number of Opened Business Partners

Number of Opened Business Partners

End Level 4 Node: Number of Opened Business Partners

Start Level 4 Node: Number of Opened Service Transactions

Number of Opened Service Transactions

End Level 4 Node: Number of Opened Service Transactions

Start Level 4 Node: Number of Opened Telesales Transactions

Number of Opened Telesales Transactions

End Level 4 Node: Number of Opened Telesales Transactions

Start Level 4 Node: Number of Opened Teleservice Transactions

Number of Opened Teleservice Transactions

End Level 4 Node: Number of Opened Teleservice Transactions

Start Level 4 Node: Start Date

End Level 4 Node: Start Date

Start Level 4 Node: Start Time

End Level 4 Node: Start Time

Start Level 3 Node: Characteristics

Characteristics

End Level 3 Node: Characteristics

Start Level 4 Node: Flag If Activity Is Interaction Record

Flag If Activity Is Interaction Record

End Level 4 Node: Flag If Activity Is Interaction Record

Start Level 2 Node: Roles

End Level 2 Node: Roles

Start Level 3 Node: Interaction Center Manager

Interaction Center Manager

End Level 3 Node: Interaction Center Manager

Start Level 2 Node: Help Desk Analytics

Help Desk Analytics

End Level 2 Node: Help Desk Analytics

Start Level 3 Node: Web Templates

End Level 3 Node: Web Templates

Start Level 4 Node: Web Template: Service Ticket Overview

Web Template: Service Ticket Overview

End Level 4 Node: Web Template: Service Ticket Overview

Start Level 4 Node: Web Template: Open Service Tickets

Web Template: Open Service Tickets

End Level 4 Node: Web Template: Open Service Tickets

Start Level 4 Node: Web Template: Open Service Ticket History

Web Template: Open Service Ticket History

End Level 4 Node: Web Template: Open Service Ticket History

Start Level 4 Node: Web Template: Average Lead Time

Web Template: Average Lead Time

End Level 4 Node: Web Template: Average Lead Time

Start Level 3 Node: Queries

End Level 3 Node: Queries

Start Level 4 Node: Service Ticket Overview

Service Ticket Overview

End Level 4 Node: Service Ticket Overview

Start Level 4 Node: Open Service Tickets

Open Service Tickets

End Level 4 Node: Open Service Tickets

Start Level 4 Node: Open Service Ticket History

Open Service Ticket History

End Level 4 Node: Open Service Ticket History

Start Level 4 Node: Average Lead Time

Average Lead Time

End Level 4 Node: Average Lead Time

Start Level 3 Node: InfoCubes

End Level 3 Node: InfoCubes

Start Level 4 Node: Service Order Header History

Service Order Header History

End Level 4 Node: Service Order Header History

Start Level 3 Node: Key Figures

End Level 3 Node: Key Figures

Start Level 4 Node: Last Change Date

Last Change Date

End Level 4 Node: Last Change Date

Start Level 4 Node: 0-7 Days

End Level 4 Node: 0-7 Days

Start Level 4 Node: 8-30 Days

End Level 4 Node: 8-30 Days

Start Level 4 Node: 31-60 Days

End Level 4 Node: 31-60 Days

Start Level 4 Node: >60 Days

End Level 4 Node: >60 Days

Start Level 4 Node: Open Service Tickets Started Last Month

Open Service Tickets Started Last Month

End Level 4 Node: Open Service Tickets Started Last Month

Start Level 4 Node: New Service Tickets This Month

New Service Tickets This Month

End Level 4 Node: New Service Tickets This Month

Start Level 4 Node: Closed Service Tickets This Month

Closed Service Tickets This Month

End Level 4 Node: Closed Service Tickets This Month

Start Level 4 Node: Open Service Tickets This Month

Open Service Tickets This Month

End Level 4 Node: Open Service Tickets This Month

Start Level 4 Node: New Closed Service Tickets

New Closed Service Tickets

End Level 4 Node: New Closed Service Tickets

Start Level 4 Node: Closure Rate

End Level 4 Node: Closure Rate

Start Level 3 Node: Characteristics

Characteristics

End Level 3 Node: Characteristics

Start Level 4 Node: Change Month

End Level 4 Node: Change Month

Start Level 4 Node: Responsible Group

Responsible Group

End Level 4 Node: Responsible Group

Start Level 2 Node: E-Mail Response Management System Analytics

E-Mail Response Management System Analytics

End Level 2 Node: E-Mail Response Management System Analytics

Start Level 3 Node: Web Templates

End Level 3 Node: Web Templates

Start Level 4 Node: Web Template: E-Mail Volume

Web Template: E-Mail Volume

End Level 4 Node: Web Template: E-Mail Volume

Start Level 4 Node: Web Template: Average Handling Time

Web Template: Average Handling Time

End Level 4 Node: Web Template: Average Handling Time

Start Level 4 Node: Web Template: Average Response Time

Web Template: Average Response Time

End Level 4 Node: Web Template: Average Response Time

Start Level 4 Node: Web Template: Service Level

Web Template: Service Level

End Level 4 Node: Web Template: Service Level

Start Level 3 Node: Queries

End Level 3 Node: Queries

Start Level 4 Node: E-Mail Response Management System Statistics

E-Mail Response Management System Statistics

End Level 4 Node: E-Mail Response Management System Statistics

Start Level 3 Node: InfoCubes

End Level 3 Node: InfoCubes

Start Level 4 Node: E-Mail Response Management System Statistics

E-Mail Response Management System Statistics

End Level 4 Node: E-Mail Response Management System Statistics

Start Level 3 Node: DataStore Objects

DataStore Objects

End Level 3 Node: DataStore Objects

Start Level 4 Node: E-Mail Response Management System E-Mail Events

E-Mail Response Management System E-Mail Events

End Level 4 Node: E-Mail Response Management System E-Mail Events

Start Level 3 Node: InfoSources

End Level 3 Node: InfoSources

Start Level 4 Node: E-Mail Response Management System E-Mail Events

E-Mail Response Management System E-Mail Events

End Level 4 Node: E-Mail Response Management System E-Mail Events

Start Level 3 Node: Key Figures

End Level 3 Node: Key Figures

Start Level 4 Node: Handling Time

End Level 4 Node: Handling Time

Start Level 4 Node: Response Time

End Level 4 Node: Response Time

Start Level 4 Node: Number of Manual Responses

Number of Manual Responses

End Level 4 Node: Number of Manual Responses

Start Level 4 Node: Number of Automatic Responses

Number of Automatic Responses

End Level 4 Node: Number of Automatic Responses

Start Level 4 Node: Number of E-Mails Processed Manually

Number of E-Mails Processed Manually

End Level 4 Node: Number of E-Mails Processed Manually

Start Level 4 Node: Total Duration

End Level 4 Node: Total Duration

Start Level 3 Node: Characteristics

Characteristics

End Level 3 Node: Characteristics

Start Level 4 Node: E-Mail ID

End Level 4 Node: E-Mail ID

Start Level 4 Node: E-Mail Event

End Level 4 Node: E-Mail Event

Start Level 4 Node: Domain of E-Mail Address

Domain of E-Mail Address

End Level 4 Node: Domain of E-Mail Address

Start Level 4 Node: Incoming E-Mail Address

Incoming E-Mail Address

End Level 4 Node: Incoming E-Mail Address

Start Level 4 Node: Transferring Organizational Unit

Transferring Organizational Unit

End Level 4 Node: Transferring Organizational Unit

Start Level 4 Node: E-Mail Status

End Level 4 Node: E-Mail Status

Start Level 4 Node: Receiving Organizational Unit

Receiving Organizational Unit

End Level 4 Node: Receiving Organizational Unit

Start Level 2 Node: Interaction Modeling and Evaluation

Interaction Modeling and Evaluation

End Level 2 Node: Interaction Modeling and Evaluation

Start Level 3 Node: MultiProvider

End Level 3 Node: MultiProvider

Start Level 4 Node: IC Interaction Multiprovider

IC Interaction Multiprovider

End Level 4 Node: IC Interaction Multiprovider

Start Level 3 Node: InfoCubes

End Level 3 Node: InfoCubes

Start Level 4 Node: Interaction

End Level 4 Node: Interaction

Start Level 3 Node: Interaction Center Analytics

Interaction Center Analytics

End Level 3 Node: Interaction Center Analytics

Start Level 4 Node: BDC Business Agreement

BDC Business Agreement

End Level 4 Node: BDC Business Agreement

Start Level 4 Node: BDC Business Transaction

BDC Business Transaction

End Level 4 Node: BDC Business Transaction

Start Level 4 Node: BDC Case

End Level 4 Node: BDC Case

Start Level 4 Node: BDC Contact

End Level 4 Node: BDC Contact

Start Level 4 Node: BDC Customer

End Level 4 Node: BDC Customer

Start Level 4 Node: BDC Dependent Transaction

BDC Dependent Transaction

End Level 4 Node: BDC Dependent Transaction

Start Level 4 Node: BDC Follow-Up

End Level 4 Node: BDC Follow-Up

Start Level 4 Node: BDC IBase

End Level 4 Node: BDC IBase

Start Level 4 Node: BDC Interaction Record

BDC Interaction Record

End Level 4 Node: BDC Interaction Record

Start Level 4 Node: BDC Marketing Interaction

BDC Marketing Interaction

End Level 4 Node: BDC Marketing Interaction

Start Level 4 Node: BDC Product

End Level 4 Node: BDC Product

Start Level 4 Node: Event Groups

End Level 4 Node: Event Groups

Start Level 4 Node: Event Groups Staging

Event Groups Staging

End Level 4 Node: Event Groups Staging

Start Level 4 Node: Event Parameters

Event Parameters

End Level 4 Node: Event Parameters

Start Level 4 Node: Events

End Level 4 Node: Events

Start Level 4 Node: Interaction

End Level 4 Node: Interaction

Start Level 4 Node: BDC Case Staging

BDC Case Staging

End Level 4 Node: BDC Case Staging

Start Level 4 Node: BDC Contact Staging

BDC Contact Staging

End Level 4 Node: BDC Contact Staging

Start Level 4 Node: BDC Business Agreement Staging

BDC Business Agreement Staging

End Level 4 Node: BDC Business Agreement Staging

Start Level 4 Node: BDC Dependent Transaction Staging

BDC Dependent Transaction Staging

End Level 4 Node: BDC Dependent Transaction Staging

Start Level 4 Node: BDC Follow-Up Staging

BDC Follow-Up Staging

End Level 4 Node: BDC Follow-Up Staging

Start Level 4 Node: BDC IBase Staging

BDC IBase Staging

End Level 4 Node: BDC IBase Staging

Start Level 4 Node: BDC Interaction Record Staging

BDC Interaction Record Staging

End Level 4 Node: BDC Interaction Record Staging

Start Level 4 Node: BDC Marketing Interaction Staging

BDC Marketing Interaction Staging

End Level 4 Node: BDC Marketing Interaction Staging

Start Level 4 Node: BDC Business Transaction Staging

BDC Business Transaction Staging

End Level 4 Node: BDC Business Transaction Staging

Start Level 4 Node: BDC Product Staging

BDC Product Staging

End Level 4 Node: BDC Product Staging

Start Level 3 Node: InfoSources

End Level 3 Node: InfoSources

Start Level 4 Node: BDC Business Agreement

BDC Business Agreement

End Level 4 Node: BDC Business Agreement

Start Level 4 Node: BDC Business Transaction

BDC Business Transaction

End Level 4 Node: BDC Business Transaction

Start Level 4 Node: BDC Case

End Level 4 Node: BDC Case

Start Level 4 Node: BDC Contact

End Level 4 Node: BDC Contact

Start Level 4 Node: BDC Customer

End Level 4 Node: BDC Customer

Start Level 4 Node: BDC Dependent Transaction

BDC Dependent Transaction

End Level 4 Node: BDC Dependent Transaction

Start Level 4 Node: BDC Follow-Up

End Level 4 Node: BDC Follow-Up

Start Level 4 Node: BDC IBase

End Level 4 Node: BDC IBase

Start Level 4 Node: BDC Interaction Record

BDC Interaction Record

End Level 4 Node: BDC Interaction Record

Start Level 4 Node: BDC Marketing Interaction

BDC Marketing Interaction

End Level 4 Node: BDC Marketing Interaction

Start Level 4 Node: BDC Product

End Level 4 Node: BDC Product

Start Level 4 Node: Interaction

End Level 4 Node: Interaction

Start Level 4 Node: Event Groups

End Level 4 Node: Event Groups

Start Level 4 Node: IC Event

End Level 4 Node: IC Event

Start Level 4 Node: IC Event Parameter

IC Event Parameter

End Level 4 Node: IC Event Parameter

Start Level 3 Node: Key Figures

End Level 3 Node: Key Figures

Start Level 4 Node: IC Event Group Count

IC Event Group Count

End Level 4 Node: IC Event Group Count

Start Level 4 Node: IC Event Group Duration

IC Event Group Duration

End Level 4 Node: IC Event Group Duration

Start Level 4 Node: Number of IC Events in Event Group

Number of IC Events in Event Group

End Level 4 Node: Number of IC Events in Event Group

Start Level 3 Node: Characteristics

Characteristics

End Level 3 Node: Characteristics

Start Level 4 Node: BDC Business Agreement GUID

BDC Business Agreement GUID

End Level 4 Node: BDC Business Agreement GUID

Start Level 4 Node: BDC Business Agreement ID

BDC Business Agreement ID

End Level 4 Node: BDC Business Agreement ID

Start Level 4 Node: BDC Business Transaction GUID

BDC Business Transaction GUID

End Level 4 Node: BDC Business Transaction GUID

Start Level 4 Node: BDC Business Transaction ID

BDC Business Transaction ID

End Level 4 Node: BDC Business Transaction ID

Start Level 4 Node: BDC Case GUID

End Level 4 Node: BDC Case GUID

Start Level 4 Node: BDC Case ID

End Level 4 Node: BDC Case ID

Start Level 4 Node: BDC Contact GUID

BDC Contact GUID

End Level 4 Node: BDC Contact GUID

Start Level 4 Node: BDC Contact ID

End Level 4 Node: BDC Contact ID

Start Level 4 Node: BDC Customer GUID

BDC Customer GUID

End Level 4 Node: BDC Customer GUID

Start Level 4 Node: BDC Customer ID

BDC Customer ID

End Level 4 Node: BDC Customer ID

Start Level 4 Node: BDC Dependent Transaction GUID

BDC Dependent Transaction GUID

End Level 4 Node: BDC Dependent Transaction GUID

Start Level 4 Node: BDC Dependent Transaction ID

BDC Dependent Transaction ID

End Level 4 Node: BDC Dependent Transaction ID

Start Level 4 Node: BDC Follow-Up GUID

BDC Follow-Up GUID

End Level 4 Node: BDC Follow-Up GUID

Start Level 4 Node: BDC Follow-Up ID

BDC Follow-Up ID

End Level 4 Node: BDC Follow-Up ID

Start Level 4 Node: BDC IBase Component GUID

BDC IBase Component GUID

End Level 4 Node: BDC IBase Component GUID

Start Level 4 Node: BDC IBase Component ID

BDC IBase Component ID

End Level 4 Node: BDC IBase Component ID

Start Level 4 Node: BDC Interaction Record GUID

BDC Interaction Record GUID

End Level 4 Node: BDC Interaction Record GUID

Start Level 4 Node: BDC Interaction Record ID

BDC Interaction Record ID

End Level 4 Node: BDC Interaction Record ID

Start Level 4 Node: BDC Marketing Interaction GUID

BDC Marketing Interaction GUID

End Level 4 Node: BDC Marketing Interaction GUID

Start Level 4 Node: BDC Marketing Interaction ID

BDC Marketing Interaction ID

End Level 4 Node: BDC Marketing Interaction ID

Start Level 4 Node: BDC Product GUID

BDC Product GUID

End Level 4 Node: BDC Product GUID

Start Level 4 Node: BDC Product ID

End Level 4 Node: BDC Product ID

Start Level 4 Node: IC Application

End Level 4 Node: IC Application

Start Level 4 Node: IC Date

End Level 4 Node: IC Date

Start Level 4 Node: IC Event Group Finished At (Date)

IC Event Group Finished At (Date)

End Level 4 Node: IC Event Group Finished At (Date)

Start Level 4 Node: IC Event Group Finished At (Time)

IC Event Group Finished At (Time)

End Level 4 Node: IC Event Group Finished At (Time)

Start Level 4 Node: IC Event Group ID

IC Event Group ID

End Level 4 Node: IC Event Group ID

Start Level 4 Node: IC Event Group Started At (Date)

IC Event Group Started At (Date)

End Level 4 Node: IC Event Group Started At (Date)

Start Level 4 Node: IC Event Group Started At (Time)

IC Event Group Started At (Time)

End Level 4 Node: IC Event Group Started At (Time)

Start Level 4 Node: IC Event ID

End Level 4 Node: IC Event ID

Start Level 4 Node: IC Event Parameter ID

IC Event Parameter ID

End Level 4 Node: IC Event Parameter ID

Start Level 4 Node: IC Event Parameter Value

IC Event Parameter Value

End Level 4 Node: IC Event Parameter Value

Start Level 4 Node: IC Event Sequence Number

IC Event Sequence Number

End Level 4 Node: IC Event Sequence Number

Start Level 4 Node: IC Event Time

End Level 4 Node: IC Event Time

Start Level 4 Node: IC User

End Level 4 Node: IC User

IC WebClient Profile

Start Level 4 Node: IC Business Transaction GUID

IC Business Transaction GUID

End Level 4 Node: IC Business Transaction GUID

Start Level 4 Node: IC Component

End Level 4 Node: IC Component

Start Level 4 Node: IC View

End Level 4 Node: IC View

Start Level 4 Node: IC UI Event

End Level 4 Node: IC UI Event

Start Level 4 Node: IC Order Flag

End Level 4 Node: IC Order Flag

Start Level 4 Node: Interaction GUID (Session)

Interaction GUID (Session)

End Level 4 Node: Interaction GUID (Session)

Start Level 4 Node: First IC Event GUID

First IC Event GUID

End Level 4 Node: First IC Event GUID

Start Level 4 Node: Last IC Event GUID

Last IC Event GUID

End Level 4 Node: Last IC Event GUID

Start Level 4 Node: BDC Business Agreement ID

BDC Business Agreement ID

End Level 4 Node: BDC Business Agreement ID

Start Level 4 Node: BDC Business Transaction ID

BDC Business Transaction ID

End Level 4 Node: BDC Business Transaction ID

Start Level 4 Node: BDC Case ID

End Level 4 Node: BDC Case ID

Start Level 4 Node: BDC Contact ID

End Level 4 Node: BDC Contact ID

Start Level 4 Node: BDC Customer ID

BDC Customer ID

End Level 4 Node: BDC Customer ID

Start Level 4 Node: BDC Dependent Transaction ID

BDC Dependent Transaction ID

End Level 4 Node: BDC Dependent Transaction ID

Start Level 4 Node: BDC Follow-Up ID

BDC Follow-Up ID

End Level 4 Node: BDC Follow-Up ID

Start Level 4 Node: BDC IBase Component ID

BDC IBase Component ID

End Level 4 Node: BDC IBase Component ID

Start Level 4 Node: BDC Interaction Record ID

BDC Interaction Record ID

End Level 4 Node: BDC Interaction Record ID

Start Level 4 Node: BDC Marketing Interaction ID

BDC Marketing Interaction ID

End Level 4 Node: BDC Marketing Interaction ID

Start Level 4 Node: BDC Product ID

End Level 4 Node: BDC Product ID

Start Level 4 Node: Responsible Group

Responsible Group

End Level 4 Node: Responsible Group

Start Level 2 Node: Interactive Scripting Evaluation

Interactive Scripting Evaluation

End Level 2 Node: Interactive Scripting Evaluation

Start Level 3 Node: Web Templates

End Level 3 Node: Web Templates

Start Level 4 Node: Web Template: Interactive Scripting Evaluation (IC WebClient)

Web Template: Interactive Scripting Evaluation (IC WebClient)

End Level 4 Node: Web Template: Interactive Scripting Evaluation (IC WebClient)

Start Level 4 Node: Web Template: Interactive Scripting Evaluation(IC WinClient)

Web Template: Interactive Scripting Evaluation(IC WinClient)

End Level 4 Node: Web Template: Interactive Scripting Evaluation(IC WinClient)

Start Level 3 Node: Workbooks

End Level 3 Node: Workbooks

Start Level 4 Node: Interactive Scripting Evaluation

Interactive Scripting Evaluation

End Level 4 Node: Interactive Scripting Evaluation

Start Level 3 Node: Queries

End Level 3 Node: Queries

Start Level 4 Node: IC: Interactive Scripting Evaluation (IC WinClient)

IC: Interactive Scripting Evaluation (IC WinClient)

End Level 4 Node: IC: Interactive Scripting Evaluation (IC WinClient)

Start Level 4 Node: IC: Interactive Scripting Evaluation (IC WebClient)

IC: Interactive Scripting Evaluation (IC WebClient)

End Level 4 Node: IC: Interactive Scripting Evaluation (IC WebClient)

Start Level 3 Node: InfoCubes

End Level 3 Node: InfoCubes

Start Level 4 Node: Interactive Scripting Evaluation (IC WebClient)

Interactive Scripting Evaluation (IC WebClient)

End Level 4 Node: Interactive Scripting Evaluation (IC WebClient)

Start Level 4 Node: IC Interactive Scripting Evaluation (IC WinClient)

IC Interactive Scripting Evaluation (IC WinClient)

End Level 4 Node: IC Interactive Scripting Evaluation (IC WinClient)

Start Level 3 Node: DataStore Objects

DataStore Objects

End Level 3 Node: DataStore Objects

Start Level 4 Node: Interactive Scripting Data (IC WebClient)

Interactive Scripting Data (IC WebClient)

End Level 4 Node: Interactive Scripting Data (IC WebClient)

Start Level 3 Node: InfoSources

End Level 3 Node: InfoSources

Start Level 4 Node: Interactive Scripting Data (IC WebClient)

Interactive Scripting Data (IC WebClient)

End Level 4 Node: Interactive Scripting Data (IC WebClient)

Start Level 4 Node: Interactive Scripting Data (IC WinClient)

Interactive Scripting Data (IC WinClient)

End Level 4 Node: Interactive Scripting Data (IC WinClient)

Start Level 3 Node: Characteristics

Characteristics

End Level 3 Node: Characteristics

Start Level 4 Node: IC: Interactive Scripting Answer (IC WebClient)

IC: Interactive Scripting Answer (IC WebClient)

End Level 4 Node: IC: Interactive Scripting Answer (IC WebClient)

Start Level 4 Node: IC: Interactive Scripting Question Category (IC WebClient)

IC: Interactive Scripting Question Category (IC WebClient)

End Level 4 Node: IC: Interactive Scripting Question Category (IC WebClient)

Start Level 4 Node: IC: Initial Script (IC WebClient)

IC: Initial Script (IC WebClient)

End Level 4 Node: IC: Initial Script (IC WebClient)

Start Level 4 Node: IC: Interactive Scripting Question (IC WebClient)

IC: Interactive Scripting Question (IC WebClient)

End Level 4 Node: IC: Interactive Scripting Question (IC WebClient)

Start Level 4 Node: IC: Interactive Script (IC WebClient)

IC: Interactive Script (IC WebClient)

End Level 4 Node: IC: Interactive Script (IC WebClient)

Start Level 2 Node: Interaction Statistics

Interaction Statistics

End Level 2 Node: Interaction Statistics

Start Level 3 Node: Web Templates

End Level 3 Node: Web Templates

Start Level 4 Node: Web Template: Abandonment Rate

Web Template: Abandonment Rate

End Level 4 Node: Web Template: Abandonment Rate

Start Level 4 Node: Abandonment Rate for Chat

Abandonment Rate for Chat

End Level 4 Node: Abandonment Rate for Chat

Start Level 4 Node: Number of Rejected Items for Push

Number of Rejected Items for Push

End Level 4 Node: Number of Rejected Items for Push

Start Level 4 Node: Web Template: Average Handling Time

Web Template: Average Handling Time

End Level 4 Node: Web Template: Average Handling Time

Start Level 4 Node: Average Handling Time for Chat

Average Handling Time for Chat

End Level 4 Node: Average Handling Time for Chat

Start Level 4 Node: Average Handling Time for Push

Average Handling Time for Push

End Level 4 Node: Average Handling Time for Push

Start Level 4 Node: Web Template: Average Speed of Answer

Web Template: Average Speed of Answer

End Level 4 Node: Web Template: Average Speed of Answer

Start Level 4 Node: Average Speed of Answer for Chat

Average Speed of Answer for Chat

End Level 4 Node: Average Speed of Answer for Chat

Start Level 4 Node: Average Speed of Answer for Push

Average Speed of Answer for Push

End Level 4 Node: Average Speed of Answer for Push

Start Level 4 Node: Web Template: Connection Volume

Web Template: Connection Volume

End Level 4 Node: Web Template: Connection Volume

Start Level 4 Node: Volume of Chat Connections

Volume of Chat Connections

End Level 4 Node: Volume of Chat Connections

Start Level 4 Node: Number of Transfers for Push

Number of Transfers for Push

End Level 4 Node: Number of Transfers for Push

Start Level 4 Node: Web Template: Service Level

Web Template: Service Level

End Level 4 Node: Web Template: Service Level

Start Level 4 Node: Service Level for Chat

Service Level for Chat

End Level 4 Node: Service Level for Chat

Start Level 4 Node: Service Level for Push

Service Level for Push

End Level 4 Node: Service Level for Push

Start Level 3 Node: Queries

End Level 3 Node: Queries

Start Level 4 Node: IC: Abandonment Rate

IC: Abandonment Rate

End Level 4 Node: IC: Abandonment Rate

Start Level 4 Node: Abandonment Rate for Chat

Abandonment Rate for Chat

End Level 4 Node: Abandonment Rate for Chat

Start Level 4 Node: Number of Rejected Items for Push

Number of Rejected Items for Push

End Level 4 Node: Number of Rejected Items for Push

Start Level 4 Node: IC: Average Time to Abandonment

IC: Average Time to Abandonment

End Level 4 Node: IC: Average Time to Abandonment

Start Level 4 Node: IC: Average Speed of Answer

IC: Average Speed of Answer

End Level 4 Node: IC: Average Speed of Answer

Start Level 4 Node: IC: Average Speed of Answer (in Time Intervals)

IC: Average Speed of Answer (in Time Intervals)

End Level 4 Node: IC: Average Speed of Answer (in Time Intervals)

Start Level 4 Node: Average Speed of Answer for Chat

Average Speed of Answer for Chat

End Level 4 Node: Average Speed of Answer for Chat

Start Level 4 Node: Average Speed of Answer for Push

Average Speed of Answer for Push

End Level 4 Node: Average Speed of Answer for Push

Start Level 4 Node: IC: Average Handling Times

IC: Average Handling Times

End Level 4 Node: IC: Average Handling Times

Start Level 4 Node: IC: Average Handling Times (in Time Intervals)

IC: Average Handling Times (in Time Intervals)

End Level 4 Node: IC: Average Handling Times (in Time Intervals)

Start Level 4 Node: Average Handling Time for Chat

Average Handling Time for Chat

End Level 4 Node: Average Handling Time for Chat

Start Level 4 Node: Average Handling Time for Push

Average Handling Time for Push

End Level 4 Node: Average Handling Time for Push

Start Level 4 Node: IC: Service Level

IC: Service Level

End Level 4 Node: IC: Service Level

Start Level 4 Node: IC: Service Level (in Time Intervals)

IC: Service Level (in Time Intervals)

End Level 4 Node: IC: Service Level (in Time Intervals)

Start Level 4 Node: Service Level for Chat

Service Level for Chat

End Level 4 Node: Service Level for Chat

Start Level 4 Node: Service Level for Push

Service Level for Push

End Level 4 Node: Service Level for Push

Start Level 4 Node: IC: Connection Volume

IC: Connection Volume

End Level 4 Node: IC: Connection Volume

Start Level 4 Node: IC: Connection Volume (in Time Intervals)

IC: Connection Volume (in Time Intervals)

End Level 4 Node: IC: Connection Volume (in Time Intervals)

Start Level 4 Node: Volume of Chat Connections

Volume of Chat Connections

End Level 4 Node: Volume of Chat Connections

Start Level 4 Node: IC: Transfers

End Level 4 Node: IC: Transfers

Start Level 4 Node: IC: Transfers (in Time Intervals)

IC: Transfers (in Time Intervals)

End Level 4 Node: IC: Transfers (in Time Intervals)

Start Level 4 Node: Number of Transfers for Push

Number of Transfers for Push

End Level 4 Node: Number of Transfers for Push

Start Level 4 Node: Interaction Statistics in Time Intervals (General)

Interaction Statistics in Time Intervals (General)

End Level 4 Node: Interaction Statistics in Time Intervals (General)

Start Level 4 Node: Interaction Statistics with Reference to CRM (General)

Interaction Statistics with Reference to CRM (General)

End Level 4 Node: Interaction Statistics with Reference to CRM (General)

Start Level 3 Node: MultiProviders

End Level 3 Node: MultiProviders

Start Level 4 Node: Interaction Statistics (with Referenceto CRM Info.)

Interaction Statistics (with Referenceto CRM Info.)

End Level 4 Node: Interaction Statistics (with Referenceto CRM Info.)

Start Level 4 Node: IC Interaction Statistics (in Time Intervals)

IC Interaction Statistics (in Time Intervals)

End Level 4 Node: IC Interaction Statistics (in Time Intervals)

Start Level 3 Node: InfoCubes

End Level 3 Node: InfoCubes

Start Level 4 Node: IC Interaction Statistics with Relation to CRM Information

IC Interaction Statistics with Relation to CRM Information

End Level 4 Node: IC Interaction Statistics with Relation to CRM Information

Start Level 4 Node: IC Interaction Statistics in Time Intervals

IC Interaction Statistics in Time Intervals

End Level 4 Node: IC Interaction Statistics in Time Intervals

Start Level 3 Node: DataStore Objects

DataStore Objects

End Level 3 Node: DataStore Objects

Start Level 4 Node: Interaction Center Statistics

Interaction Center Statistics

End Level 4 Node: Interaction Center Statistics

Start Level 3 Node: InfoSources

End Level 3 Node: InfoSources

Start Level 4 Node: CRM: IC Interaction Statistics

CRM: IC Interaction Statistics

End Level 4 Node: CRM: IC Interaction Statistics

Start Level 2 Node: Collections Management

Collections Management

End Level 2 Node: Collections Management

Start Level 3 Node: Queries

End Level 3 Node: Queries

Start Level 4 Node: Interaction and Work Items (Outbound)

Interaction and Work Items (Outbound)

End Level 4 Node: Interaction and Work Items (Outbound)

Start Level 4 Node: Interaction and Event (Inbound)

Interaction and Event (Inbound)

End Level 4 Node: Interaction and Event (Inbound)

Start Level 3 Node: MultiProviders

End Level 3 Node: MultiProviders

Start Level 4 Node: Interaction and Event (Inbound)

Interaction and Event (Inbound)

End Level 4 Node: Interaction and Event (Inbound)

Start Level 3 Node: DataStore Objects

DataStore Objects

End Level 3 Node: DataStore Objects

Start Level 4 Node: Interaction Event Log for Work Item

Interaction Event Log for Work Item

End Level 4 Node: Interaction Event Log for Work Item

Start Level 4 Node: Interaction and Activities

Interaction and Activities

End Level 4 Node: Interaction and Activities

Start Level 4 Node: Event and Event Parameters

Event and Event Parameters

End Level 4 Node: Event and Event Parameters

Start Level 4 Node: Interaction and Event Data

Interaction and Event Data

End Level 4 Node: Interaction and Event Data

Start Level 3 Node: InfoCubes

End Level 3 Node: InfoCubes

Start Level 4 Node: Interaction and Event (Inbound)

Interaction and Event (Inbound)

End Level 4 Node: Interaction and Event (Inbound)

Start Level 3 Node: Key Figures

End Level 3 Node: Key Figures

Start Level 4 Node: Duration of CIC Interaction

Duration of CIC Interaction

End Level 4 Node: Duration of CIC Interaction

Start Level 4 Node: Number of Different Types

Number of Different Types

End Level 4 Node: Number of Different Types

Start Level 3 Node: Characteristics

Characteristics

End Level 3 Node: Characteristics

Start Level 4 Node: Type for CRM Query

Type for CRM Query

End Level 4 Node: Type for CRM Query

Start Level 4 Node: Source System

End Level 4 Node: Source System

Start Level 2 Node: Real-Time Offer Management Analytics

Real-Time Offer Management Analytics

End Level 2 Node: Real-Time Offer Management Analytics