Interaction Center: CTI Statistics Information

Technical Name: 0CRM_CIC_CTI

Technical Data

DataSource Type	Transactional Data (Transaction Data)
Application Components	CRM Interaction Center (0CRM_CIC)
Available as from OLTP Release	SAP CRM 3.1
RemoteCube-Capable	No

Use

You can use this DataSource to transfer Computer Telephony Integration (CTI) data from the Interaction Center to the SAP Business Information Warehouse (SAP BW).

Delta Update

This DataSource supports only delta updates. Full updates are not available.

Fields of Origin for the Extract Structure

Fields in the Extract Structure	Description of the Field in the Extract Structure	Table of Origin	Field in the Table of Origin
ACT_REASON_CAT	Reason Catalogue of an Activity	CRMT_BW_CIC_CTI	ACT_REASON_CAT
ACT_REASON_CODE	Reason Code of an Activity	CRMT_BW_CIC_CTI	ACT_REASON_CODE
ACT_REASON_GROUP	Reason Group of an Activity	CRMT_BW_CIC_CTI	ACT_REASON_GROUP
AGENT_STEP1	IC User	CRMT_BW_CIC_CTI	AGENT_STEP1
AGENT_STEP2	IC User (Conference, Internal Communication)	CRMT_BW_CIC_CTI	AGENT_STEP2
CATEGORY	Category of an Activity (Communication Type)	CRMT_BW_CIC_CTI	CATEGORY
CLIENT	Client	CRMT_BW_CIC_CTI	CLIENT
CODE	Reason Code	CRMT_BW_CIC_CTI	CODE
CODEGRUPPE	Reason Code Group	CRMT_BW_CIC_CTI	CODEGRUPPE
COM_TYPE	IC Communication Type	CRMT_BW_CIC_CTI	COM_TYPE
CONTACT_PERSON	Customer Contact Person	CRMT_BW_CIC_CTI	CONTACT_PERSON
CON_ID	Connection ID	CRMT_BW_CIC_CTI	CON_ID
CTI_QUEUE	ACD group/CTI Queue	CRMT_BW_CIC_CTI	CTI_QUEUE
DIRECTION	Direction of an Activity	CRMT_BW_CIC_CTI	DIRECTION
DIRECTION_CONN	Connection Direction (Inbound, Outbound, Automatic)	CRMT_BW_CIC_CTI	DIRECTION_CONN
DIRECTION_STEP	Connection Step Direction	CRMT_BW_CIC_CTI	DIRECTION_STEP
DURATION	Duration of Communication Step (in Seconds)	CRMT_BW_CIC_CTI	DURATION
EXECUTING_CC	Executing Interaction Center	CRMT_BW_CIC_CTI	EXECUTING_CC
FLG_ABAND	Flag Abandoned ('X'/' ')	CRMT_BW_CIC_CTI	FLG_ABAND
FLG_HD	Flag: Header Entry of the Connection Record	CRMT_BW_CIC_CTI	FLG_HD
IN_SL_LIMIT	Connection Routed Within Service Level	CRMT_BW_CIC_CTI	IN_SL_LIMIT