Interaction Statistics (with Reference
to CRM Info.) 
MultiProvider: 0CIC_MP02
This MultiProvider contains aggregated connection information for integrated business analyses between Interaction Center statistics and CRM-related data, such as business partners, business transactions, or marketing projects. This enables you to analyze the interaction center information, for instance, connection volume, abandonment rate, or handling times, by customer, region and industry sector.
Data Modeling
Object Type | Name | Technical Name |
|---|---|---|
InfoObject | Contact Partner | 0BP_ACTIVIT |
InfoObject | Contact Persons | 0BP_CONTPER |
InfoObject | Responsible Employee | 0BP_EMPLO |
InfoObject | Calendar Day | 0CALDAY |
InfoObject | Calendar month | 0CALMONTH2 |
InfoObject | Quarter | 0CALQUART1 |
InfoObject | Calendar Year/Week | 0CALWEEK |
InfoObject | Calendar Year | 0CALYEAR |
InfoObject | Change Run ID | 0CHNGID |
InfoObject | Category | 0CRM_CAT |
InfoObject | Communication Direction | 0CRM_CDIR |
InfoObject | Number of Transfers | 0CRM_CNTTR |
InfoObject | Communication Type | 0CRM_COMTYP |
InfoObject | No. of Abandoned Calls | 0CRM_CONAB |
InfoObject | Number of Answered Connections | 0CRM_CONNAB |
InfoCube | Interaction Statistics (with Reference to CRM Info.) | 0CRM_CTI2 |
InfoObject | Direction | 0CRM_DIRECT |
InfoObject | Duration of Other Connection Steps | 0CRM_DURMIS |
InfoObject | Executing Interaction Center | 0CRM_EXC_CC |
InfoObject | Indicator: Connection Canceled | 0CRM_FLGABD |
InfoObject | Duration of First IVR Dialog | 0CRM_IIVR |
InfoObject | No. of Connections in SL Limit | 0CRM_INSL |
InfoObject | No.of Abandoned Connections in SL Limit | 0CRM_INSLAB |
InfoObject | No. of Answered Connections in SL Limit | 0CRM_INSLNA |
InfoObject | Duration of first Queue | 0CRM_IQUEUE |
InfoObject | Duration of First Ring | 0CRM_IRING |
InfoObject | CRM Marketing Element (Campaign and Marketing Plan) | 0CRM_MKTELM |
InfoObject | Business Transaction Type | 0CRM_PRCTYP |
InfoObject | Current Catalog: Reasons | 0CRM_RCA |
InfoObject | Current Code: Reasons | 0CRM_RCO |
InfoObject | Current Code Group: Reasons | 0CRM_RG |
InfoObject | Activity Reason (Code) | 0CRM_RSN_CO |
InfoObject | Activity Reason (Code Group) | 0CRM_RSN_GR |
InfoObject | Activity Reason (Catalog) | 0CRM_RSN_TY |
InfoObject | Duration of Postprocessing Time | 0CRM_TACW |
InfoObject | Duration of Preparation Time | 0CRM_TBCW |
InfoObject | Duration of Direct Communication | 0CRM_TCOM |
InfoObject | Total Duration of IVR Dialog | 0CRM_TIVR |
InfoObject | Total Duration of Queue | 0CRM_TQUEUE |
InfoObject | Total Duration of Ringing | 0CRM_TRING |
InfoObject | Record type | 0RECORDTP |
InfoObject | Request ID | 0REQUID |
InfoObject | Weekday | 0WEEKDAY1 |