Data Mart and Reporting Guide - Alcatel

Transcription

Data Mart and Reporting Guide
Version 7.1.1
Broadband Care Manager (BCM) 7.1.1
Data Mart and Reporting
February 2012
Copyright © 2000–2012 Alcatel-Lucent [http://www.alcatel-lucent.com]. All rights reserved.
Legal Notice
Alcatel, Lucent, Alcatel-Lucent, the Alcatel-Lucent logo, Motive and the Motive logo are trademarks of Alcatel-Lucent. All other trademarks are the
property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for
inaccuracies contained herein.
PID 3JB-15001-AAAI-PCZZA
Contents
Preface .......................................................................................................................... xi
About this guide ............................................................................................................. xi
Conventions .................................................................................................................. xii
Support and contact information ...................................................................................... xiii
1
2
Introduction to Data Mart and Reporting ...................................................................... 1
The Motive Data Mart and Reporting solution ....................................................................... 3
Installing or Upgrading the Data Mart and Publishing the Standard Reports .............. 7
Performing a fresh Data Mart installation ............................................................................. 8
Preparing the database ................................................................................................. 10
Installing and configuring Oracle 10g client software ......................................................... 13
Installing Cognos DecisionStream on the Data Mart runtime host ........................................ 17
Running the Data Mart installer ..................................................................................... 21
Installing Cognos Data Manager 8.4 on the Data Mart runtime host ...................................... 33
Installing the Motive Reporting Console and related software ............................................. 37
Upgrading from DecisionStream 7.1 to Data Manager 8.4 ...................................................... 55
Upgrading the Data Mart from 6.1 to 6.1.1 .......................................................................... 55
Upgrading the Data Mart from 6.1.1 to 6.1.2 ........................................................................ 60
Upgrading the Data Mart from 6.1.2 to 6.1.3 ........................................................................ 62
Upgrading the Data Mart from 6.1.3 to 6.1.3.1 ..................................................................... 64
Upgrading the Data Mart from 6.1.3.1 to 6.1.3.2 ................................................................... 65
Uninstalling the Data Mart or Reporting Console ................................................................. 66
Uninstalling the Reporting Console ................................................................................ 66
Uninstalling the Data Mart packages ............................................................................... 67
Manually upgrading or pre-creating the Data Mart schema (optional) ...................................... 68
Restoring schemas from backups ....................................................................................... 70
iii
3
Data Mart Configuration and Maintenance ................................................................. 71
Running ETL flows .......................................................................................................... 72
The loader script ......................................................................................................... 72
The run_initial_load.sh batch loader script ........................................................... 73
Scheduling ETL scripts ................................................................................................. 75
Reject files ................................................................................................................. 75
Rerunning the ETL for historical data ................................................................................. 76
Correcting historical data ................................................................................................. 76
WORKFLOWSTAT filtering ............................................................................................... 76
Testing filter rules ........................................................................................................ 76
Implementing filter rules .............................................................................................. 79
Segmenting subscribers ................................................................................................... 79
Data Mart ETL parameters ............................................................................................... 82
4
Using Motive Reporting ............................................................................................... 99
Configuring the Service Metrics Dashboard ........................................................................ 100
Creating custom reports ................................................................................................. 102
Localizing reports ....................................................................................................... 103
Adding reports to the Reporting Console .......................................................................... 103
Removing reports from the Reporting Console ................................................................... 105
Printing and exporting reports ......................................................................................... 105
Configuring Crystal Reports Server for email report distribution ............................................ 106
5
Service Metrics Dashboard Report Reference ........................................................... 109
The adoption report ...................................................................................................... 110
The adoption details report ......................................................................................... 110
The Install Status and Install Status details reports ............................................................. 111
Self Service Usage and Self Service Usage details reports ..................................................... 112
Phone Channel Usage and Phone Channel Details reports ................................................... 112
The Raw Data spreadsheet .............................................................................................. 112
A
Report reference ........................................................................................................ 115
Service Metrics Dashboard reports ................................................................................... 116
Dashboard Adoption ................................................................................................... 116
Dashboard Adoption Detail .......................................................................................... 116
Dashboard Summary ................................................................................................... 117
Install Status ............................................................................................................. 117
iv
Install Status Detail .................................................................................................... 117
Migration Report ........................................................................................................ 118
Phone Channel .......................................................................................................... 118
Phone Channel Detail ................................................................................................. 118
Self-Service Channel ................................................................................................... 119
Self-Service Channel Detail .......................................................................................... 119
Managed settings reports ................................................................................................ 120
Managed Settings Attribute Summary ............................................................................ 120
Managed Settings Display Group Summary ..................................................................... 120
Phone support reports ................................................................................................... 121
Call Deflection ........................................................................................................... 121
Call Detail Record ...................................................................................................... 121
Call Flow Tuning ........................................................................................................ 121
Call Hang Up Report .................................................................................................. 122
Call Summary Activity Report ....................................................................................... 122
Remote control reports .................................................................................................. 123
Duration of Remote Control Sessions by CSR .................................................................. 123
Remote Control Sessions by Date ................................................................................. 123
Remote Control Sessions by Time ................................................................................. 124
Self-service reports ........................................................................................................ 124
Failed Tests ............................................................................................................... 124
Last Step Details per Subscriber ................................................................................... 124
Self-Service Session Report .......................................................................................... 125
Service Alert Summary ................................................................................................ 125
Workflow Usage Summary ........................................................................................... 126
HomeView reports ........................................................................................................ 126
Guided Workflow Usage Summary ................................................................................ 126
Last Step Details Per Subscriber ................................................................................... 127
Workflow Summary .................................................................................................... 127
Home Network Device Summary ................................................................................... 127
Home Network Subscriber Base .................................................................................... 128
Self-Service Sessions by Gateway Device ........................................................................ 128
Content usage reports (legacy) ........................................................................................ 129
Self-Service Content Usage by Subscriber ....................................................................... 129
Stale Content Report .................................................................................................. 129
Top Ten Content Pages ............................................................................................... 130
Top Ten Maps ........................................................................................................... 130
Top Ten Static Content Pages ....................................................................................... 130
v
CSR productivity reports (legacy) .................................................................................... 131
Concurrent Sessions ................................................................................................... 131
CSR Logins ............................................................................................................... 131
CSR Work States ........................................................................................................ 132
First Session Resolution .............................................................................................. 132
Service request reports (legacy) ...................................................................................... 133
Assisted Service Request Histories ................................................................................ 133
Assisted Service Request History for Service Request ....................................................... 133
Assisted Service Request Resolution Time ...................................................................... 133
Assisted Service Request Resolution Time by Status ......................................................... 134
Assisted Service Requests by Date ................................................................................ 134
Assisted Service Requests by Problem Area .................................................................... 135
Assisted Service Requests by Status .............................................................................. 135
Assisted Service Score Card ......................................................................................... 135
Average Time to Close Assisted Service Requests ............................................................ 136
Cancelled Assisted Service Requests by Queue ................................................................ 136
Closed Assisted Service Requests by Company ................................................................ 136
Closed Assisted Service Requests by Queue .................................................................... 137
Open Assisted Service Requests by Company .................................................................. 137
Remote Control Incidents by Date ................................................................................ 138
Service Level by Incident Report ................................................................................... 138
Service Requests Escalated from Voice Incident .............................................................. 138
Session Report .......................................................................................................... 139
System Statistics ........................................................................................................ 139
B
Data Mart schema reference ..................................................................................... 141
Common dimensions and fact tables ................................................................................ 142
ANALYST ................................................................................................................. 142
ANALYST_LOOKUP ................................................................................................... 146
ANALYST_LOOKUP_NET ........................................................................................... 149
ANALYST_NOTES ...................................................................................................... 151
CALENDAR_DATE ..................................................................................................... 153
CPE_DEVICE_TYPE ................................................................................................... 158
CRM_CONTEXT_LOOKUP .......................................................................................... 160
CUSTOMER .............................................................................................................. 162
CUSTOMER_CPE_DEVICE .......................................................................................... 167
CUSTOMER_ENDPOINT ............................................................................................. 173
CUSTOMER_ENDPOINT_LOOKUP ............................................................................... 175
vi
CUSTOMER_LOOKUP ................................................................................................ 176
CUSTOMER_NETWORK .............................................................................................. 180
CUSTOMER_SEGMENT .............................................................................................. 185
CUSTOMER_SOFTWARE ............................................................................................ 186
CUSTOMER_SUBSCRIPTION ....................................................................................... 187
CUSTOMER_WIRELESS_LAN ...................................................................................... 188
DATA_SOURCE ......................................................................................................... 191
LINE_OF_BUSINESS .................................................................................................. 192
LOCATION ................................................................................................................ 194
MANAGED_NETWORKS_BY_CPE ................................................................................ 196
MANAGED_SETTING ................................................................................................. 198
MANAGED_SETTING_CHECK ..................................................................................... 200
MANAGED_SETTING_REF .......................................................................................... 202
MANAGED_SETTING_STATS_BY_DATE ....................................................................... 203
OPERATING_SYSTEM ................................................................................................ 205
REMOTE_CONTROL_SESSION .................................................................................... 206
REMOTE_CTL_SESSIONS_BY_DATE ........................................................................... 210
SERVICE_LEVEL_TARGET .......................................................................................... 212
SERVICE_METRICS_BY_DATE .................................................................................... 214
SOFTWARE_INSTALL_EVENT ..................................................................................... 219
SOFTWARE_INSTALLS_BY_DATE ............................................................................... 221
SOFTWARE_VERSION ................................................................................................ 222
SUBSCRIPTION ......................................................................................................... 223
SYSTEM_EVENT_LOG ............................................................................................... 225
TELEMETRY_DATA ................................................................................................... 227
TELEMETRY_PATH .................................................................................................... 229
TELEMETRY_SOURCE ............................................................................................... 230
TELEMETRY_TYPE .................................................................................................... 231
TIME_OF_DAY ......................................................................................................... 232
Self-service (SELFHELP) tables ....................................................................................... 234
SELFHELP_ALERT ..................................................................................................... 234
SELFHELP_ALERT_ACTION ........................................................................................ 236
SELFHELP_ALERT_CONTEXT ..................................................................................... 238
SELFHELP_ALERT_EVENT ......................................................................................... 239
SELFHELP_ALERTS_BY_DATE ................................................................................... 242
SELFHELP_CONTENT ................................................................................................ 244
SELFHELP_CONTENT_ACCESS ................................................................................... 245
SELFHELP_CONTENT_ACCS_BY_DATE ....................................................................... 247
vii
SELFHELP_CUSTOMSTAT .......................................................................................... 248
SELFHELP_SESSION .................................................................................................. 250
SELFHELP_SESSIONS_BY_DATE ................................................................................ 254
SELFHELP_WORKFLOW ............................................................................................. 255
SELFHELP_WORKFLOW_RUN .................................................................................... 256
SELFHELP_WORKFLOW_RUN_BY_DATE ..................................................................... 260
SELFHELP_WORKFLOW_STATUS ................................................................................ 261
SELFHELP_WORKFLOW_STEP ................................................................................... 262
SELFHELP_WORKFLOW_STEP_RUN ........................................................................... 263
SELFHELP_WORKFLOW_STEP_STATUS ....................................................................... 267
Phone channel tables ..................................................................................................... 268
VOICE_ANALYST_ACTION ......................................................................................... 268
VOICE_ANALYST_STEP_STATUS ................................................................................ 269
VOICE_ANALYST_WFLOW_STEP_RUN ........................................................................ 270
VOICE_ANALYST_WORKFLOW ................................................................................... 274
VOICE_ANALYST_WORKFLOW_STEP .......................................................................... 275
VOICE_SESSION ....................................................................................................... 276
VOICE_SESSION_ANALYST_ACTION ........................................................................... 282
VOICE_SESSION_STATUS .......................................................................................... 285
VOICE_SESSIONS_BY_DATE ...................................................................................... 286
VOICE_STATS_BY_DATE ........................................................................................... 289
VOICE_WORKFLOW .................................................................................................. 291
VOICE_WORKFLOW_STEP ......................................................................................... 292
VOICE_WORKFLOW_STEP_RUN ................................................................................. 293
VOICE_WORKFLOW_STEP_STATUS ............................................................................ 297
Chat tables ................................................................................................................... 298
CHAT_ANALYST_ACTION .......................................................................................... 298
CHAT_ANALYST_EVENT ............................................................................................ 299
CHAT_ANALYST_EVENT_TYPE ................................................................................... 301
CHAT_ANALYST_LOGIN ............................................................................................ 302
CHAT_ANALYST_LOGIN_BY_DATE ............................................................................. 304
CHAT_ANALYST_SESSION ......................................................................................... 305
CHAT_ANALYST_WORKSTATE .................................................................................... 309
CHAT_DISPOSITION .................................................................................................. 311
CHAT_QUEUE .......................................................................................................... 312
CHAT_QUEUE_EVENT .............................................................................................. 314
CHAT_QUEUE_EVENT_TYPE ..................................................................................... 316
CHAT_SESSION ........................................................................................................ 317
viii
CHAT_SESSION_ANALYST_ACTION ............................................................................ 322
CHAT_SESSION_DISPOSITION .................................................................................... 324
CHAT_SESSION_EVENT ............................................................................................. 325
CHAT_SESSION_EVENT_TYPE ................................................................................... 327
CHAT_SESSION_TRANSCRIPT .................................................................................... 328
CHAT_SESSIONS_BY_ANALYST .................................................................................. 330
CHAT_SESSIONS_BY_DATE ....................................................................................... 333
CHAT_SESSIONS_BY_HNW_QUEUE ........................................................................... 336
CHAT_SESSIONS_BY_QUEUE .................................................................................... 338
CHAT_WORKFLOW ................................................................................................... 341
CHAT_WORKFLOW_STEP .......................................................................................... 342
CHAT_WORKFLOW_STEP_RUN .................................................................................. 343
CHAT_WORKFLOW_STEP_STATUS ............................................................................. 347
CHAT_WORKSTATE_TYPE ......................................................................................... 348
Service metrics dashboard tables ..................................................................................... 349
CUSTOMER_PRODUCT_ADOPTION ............................................................................. 349
PRODUCT ................................................................................................................. 352
PRODUCT_ADOPTION_BY_DATE ................................................................................ 354
PRODUCT_USAGE_BY_DATE ..................................................................................... 355
Miscellaneous tables ...................................................................................................... 357
BATCH_LOADER_CHUNK .......................................................................................... 357
BATCH_LOADER_CONFIG ......................................................................................... 360
ETL_PARAMETERS .................................................................................................... 361
SCHEMA_REVISION .................................................................................................. 362
Glossary ..................................................................................................................... 363
Index .......................................................................................................................... 379
ix
x
Preface
The Motive Data Mart combines subscriber data from Motive's Broadband Care Manager and HomeView applications into
a reporting-friendly schema.
Broadband Care Manager provides both self service and assisted service for broadband subscribers:
■
■
For self service, the Broadband Care Manager automates problem diagnosis, resolution, and service management
capabilities across each of the primary support channels—electronic, phone, and email. With Motive software, subscribers
can easily self-manage their IP-based services without engaging a CSR (customer support representative) or requiring
a technician visit. With the self service features of the Broadband Care Manager, providers can:
❐
Deflect support calls from call centers.
❐
Tackle the increasing complexity of multi-service subscriber environments.
❐
Turn customer support into a competitive advantage.
For assisted service, the Broadband Care Manager helps CSRs pinpoint the cause of and resolution for service issues
on behalf of high-speed data subscribers. The product gathers service data referred to as telemetry from multiple sources
to present CSRs with a complete representation of a service as it exists in a subscriber’s environment. Also, the product
presents CSRs the results of a comparison between the subscriber information and managed settings that “model” the
optimal working state. The overall process empowers CSRs to automatically perform root cause analysis and to drive
rapid and accurate resolution. With the assisted service features of the Broadband Care Manager, providers can:
❐
Improve the efficiency of every technical support transaction, regardless of communication channel.
❐
Increase customer satisfaction, lower churn rates, and retain more revenue per subscriber by automating data
gathering and analysis processes.
❐
Scale the existing CSR base to new productivity levels with better management tools and more informed choices.
The Motive HomeView application enables subscribers to set up, activate, support, and manage their own wired or wireless
home networks. With HomeView, service providers can offer a cost-effective, managed home networking service that can
generate revenue and serve as a platform for future services to the home network subscriber.
About this guide
This document is a reference guide for the Motive Data Mart and the Motive reporting solution. This document provides
information about the installation, configuration, and ongoing maintenance of the Data Mart and reporting solution, an
overview and comprehensive data dictionary for the Data Mart schema, and a summary of the reports available from the
reporting solution. The guide is organized as follows:
About this guide
xi
■
Chapter 1, “Introduction to Data Mart and Reporting” on page 1. A high-level overview of the combined
Data Mart and reporting solution describing how they fit into the Motive environment.
■
Chapter 2, “Installing or Upgrading the Data Mart and Publishing the Standard
Reports” on page 7. Installation instructions for the Data Mart and instructions for publishing the standard
reports that are provided with the Broadband Manager.
■
Chapter 3, “Data Mart Configuration and Maintenance” on page 71.
the ETL to meet your specific needs.
■
Chapter 4, “Using Motive Reporting” on page 99. Information on the configuration and maintenance of
the Motive reporting solution, creating and deploying custom reports, and printing and exporting reports.
■
Chapter 5, “Service Metrics Dashboard Report Reference” on page 109.
Metrics Dashboard reports provided with the Data Mart.
■
Appendix A, “Report reference” on page 115. A description of the reports provided with the Data Mart,
including each report's purpose, audience, the .rpt file names, included fields, grouping, and required inputs.
■
Appendix B, “Data Mart schema reference” on page 141. A comprehensive data dictionary for the Data
Mart schema that provides descriptions, examples, and the source for the tables and columns in the schema.
Information related to configuring
A description of the Service
The information in the Data Mart portion of this guide assumes the following:
■
■
■
■
Basic Unix
DBA-level experience with Oracle databases
SQL scripting knowledge
Understanding of the Motive environment
The reporting part of this guide assumes familiarity with Motive products. Customizing reports also assumes knowledge
of Crystal Reports and SQL scripting.
Conventions
This document uses the following typographic conventions:
■
Bold—Identifies the names of graphical user interface buttons, options, commands, fields, and labels.
■
Italic—Identifies variable placeholders such as function or method parameters representing information that must be
provided by the implementation or user. Also identifies documentation titles and certain terms to emphasize meaning.
■
Monospace—Identifies
■
Monospace italic—Identifies
information that you are required to type exactly as shown. This convention also identifies
code and command samples, screen prompts, messages, and filenames.
in a text field.
xii
Preface
parameters whose actual names or values you must provide at a screen prompt or
■
UPPERCASE—Identifies the names of keys on the keyboard.
■
In multi-line code listings, the ⇦ symbol indicates that the text was wrapped for typographical reasons.
Support and contact information
If you encounter issues with this product, visit the Online Customer Support (OLCS) [https://support.alcatel-lucent.com]
website. After registering and logging on, you can access troubleshooting resources.
In addition, you can contact Alcatel-Lucent Support as follows:
■
Toll-free phone (within U.S.): 1-866-582-3688, option 1
■
Outside U.S.: +1 613 784 6100 (United States)
Alcatel-Lucent is interested in feedback about your experience with this product and its documentation. If you have
comments or suggestions, send email to <[email protected]>.
Support and contact information xiii
xiv
Preface
1
Introduction to Data Mart and Reporting
This chapter covers:
■
The Motive Data Mart and Reporting solution
1
Motive applications collect a substantial amount of data about subscribers, CSRs, and their interactions with the Motive
environment. The Motive Data Mart consolidates relevant transactional data into a reporting-friendly schema. Reports
generated from this schema can help decision makers at several levels improve operational efficiency and customer
satisfaction.
The OLTP (Online Transaction Processing) schema that stores Motive application data is highly normalized and optimized
for machine processing and simple queries. Business analysis and decision support solutions have very different
requirements. A data mart is a database optimized for reporting and querying rather than transaction processing. Reporting
databases or schemas are sometimes referred to as OLAP (Online Analytical Processing) databases, in contrast to OLTP
databases. Data marts are designed with fewer tables, more indexes, and de-normalization. Data is moved at regular
intervals, but at off-peak times, from the OLTP transaction databases to the data mart by an ETL (Extract, Transform,
Load) process.
A data mart reduces the load on the transactional database and facilitates faster, more accurate reporting for a subdivision
of a larger organization. Data warehouses, in contrast, pull together data from multiple databases and multiple departments.
Data warehouses are sometimes made from multiple data marts.
Data marts are typically designed around dimension tables, fact tables, and summary tables. Dimension tables separate
the attributes associated with facts into logically distinct groupings, such as time, product, customer, and so on. Dimensions
are relatively stable. Fact tables contain event details that are to be summarized for reporting purposes. Fact tables can
become very large, but consist mainly of foreign key references to records in dimension tables. Summary tables facilitate
reporting by summarizing facts by one or more dimensions. For example, SELFHELP_WORKFLOW_RUN_BY_DATE
summarizes self-service workflow execution statistics by workflow and calendar day.
The Data Mart and standard reports offer the following benefits:
■
Insight into operational efficiency, marketing opportunities, support trends, and ROI.
■
Reduced load on the transactional (OLTP) database. The Motive Data Mart moves reporting queries to the Data Mart
database and allows you to archive some data in the OLTP database.
■
Improved performance for report generation and the OLTP database.
■
Opportunities to integrate Motive data with that of other systems in your organization.
■
Both the Data Mart and the reporting solution are implemented using industry standard design patterns and tools to
facilitate maintenance, customization, and extension.
■
A data dictionary for the Data Mart schema for creating custom reports and instructions for adding them to the Reporting
Console. Alternatively, you can generate reports in the reporting tool of your choice.
■
Parameters to configure how certain data is pulled from the OLTP database by the Extract, Transform, Load (ETL)
process.
From the Reporting Console, you can view graphs and more granular reports that track trends in your support centers
and across your subscriber base. The Service Metrics Dashboard, available from the Reporting Console, provides concise,
high-level metrics that track Motive subscriber usage statistics, adoption, and volume for the Care Manager:
2
■
Adoption. The Adoption dashboard report shows trends in subscriber adoption and the mix of services in the
subscriber base.
■
Install Status. The Install/Uninstall status report shows machine and subscriber installation and uninstallation
counts per version per month.
■
Self Service Usage. The Self Service dashboard report shows the number of valued workflow sessions per month
and line of business and the number of valued workflows per month and workflow.
■
Phone Channel Usage. The Phone Channel Usage dashboard report shows the number of valued voice workflow
sessions per month and line of business.
■
Raw Data Spreadsheet. For a user-provided date range and line of business, the Raw Data Spreadsheet provides
the data from the adoption report in a spreadsheet format.
From the Reports interface (available from the Reporting Console) you can access reports published on the Crystal Reports
Server. The exact reports that are available depend on the details of your deployment. The Data Mart provides reports in
the following categories (for detailed descriptions of reports, see Appendix A, “Report reference” on page 115):
■
■
■
■
Managed Settings
Self Service
Phone Support
Remote Control
These reports are designed for project sponsors, support center managers, CSR team leads, CSRs, call center managers,
content managers, and other decision makers. For most reports from this interface, you must provide parameters, typically
the start and end date for the report and line of business, when you generate the report.
The Motive Data Mart consists of a reporting schema for Care Manager and the ETL (extract, transform, load) process
that populates that schema with data from the Motive support OLTP schema. In the Motive environment, the Data Mart
and reporting solution provides a single point of access for reports detailing product adoption, installation activity, phone
and self-service channel usage, managed settings, phone channel usage, remote control usage, and so on.
3
Data Mart and reporting deployment diagram
Managed Servers
(MotiveCluster)
Motive
OLTP
Database
JDBC
Firewall
DB Link
Firewall
Motive Data Mart
Runtime (ETL) Host
(Solaris)
Motive
Data Mart
Database
Reporting Console
Host
(Windows)
Reporting
Console
HTTP/S
Trusted Network
At a scheduled interval, for example nightly, an ETL process extracts data from the Motive OLTP database, transforms it
as necessary, and loads it into the Data Mart schema. The Motive Reporting Console includes links to the service metrics
dashboard and the reports mentioned above. The interface organizes the reports into categories and provides brief
4
descriptions of each report, including the intended audience, included fields, and required parameters. After you enter
any required parameters (for example, a date range) and click View Report, a new browser window opens displaying
the report generated by the Crystal Reports Server. The data for these reports comes from the Data Mart schema.
5
6
2
Installing or Upgrading the Data Mart
and Publishing the Standard Reports
■
■
■
■
■
■
■
■
■
■
Performing a fresh Data Mart installation
Upgrading from DecisionStream 7.1 to Data Manager 8.4
Upgrading the Data Mart from 6.1 to 6.1.1
Upgrading the Data Mart from 6.1.1 to 6.1.2
Upgrading the Data Mart from 6.1.3 to 6.1.3.1
Upgrading the Data Mart from 6.1.3.1 to 6.1.3.2
Uninstalling the Data Mart or Reporting Console
Manually upgrading or pre-creating the Data Mart schema (optional)
Restoring schemas from backups
7
This chapter provides installation and upgrade instructions for the Motive Data Mart. Review “The Motive Data Mart and
Reporting solution” on page 3, and then proceed to the appropriate section:
■
“Performing a fresh Data Mart installation” on page 8 if you are performing a fresh installation of the 6.1 Data Mart.
Performing a fresh installation involves installing the Data Mart at 6.1.0 and then applying the 6.1.1, 6.1.2, and 6.1.3
patches and also the 6.1.3.1 and 6.1.3.2 hotfixes.
■
“Upgrading the Data Mart from 6.1 to 6.1.1” on page 55 to upgrade a version 6.1.0 Data Mart to 6.1.1.
■
“Upgrading the Data Mart from 6.1.1 to 6.1.2” on page 60 to upgrade a version 6.1.1 Data Mart to 6.1.2.
■
“Upgrading the Data Mart from 6.1.2 to 6.1.3” on page 62 to upgrade a version 6.1.2 Data Mart to 6.1.3.
■
“Upgrading the Data Mart from 6.1.3 to 6.1.3.1” on page 64 to upgrade a version 6.1.3 Data Mart to 6.1.3.1.
■
“Upgrading the Data Mart from 6.1.3.1 to 6.1.3.2” on page 65 to upgrade a version 6.1.3.1 Data Mart to 6.1.3.2.
This section provides installation instructions for installing the Motive Data Mart and the Reporting Console and for
publishing the standard reports. Read the entire section to understand the overall process and collect all necessary
information before you begin the installation. In particular, see the following sections to determine what information you
must have:
■
“Preparing the database” on page 10
■
“Installing and configuring Oracle 10g client software” on page 13
■
“Running the Data Mart installer” on page 21
■
“Publishing the standard ("canned") reports” on page 48
Before you begin installing or upgrading the Data Mart, confirm that you have satisfied the following prerequisites. See
the product release notes for supported versions of third-party software and specific hardware requirements. To install
the Data Mart you must have:
■
The Motive Care Manager server environment installed at an appropriate level and correctly configured. See the
instructions in those applications' installation documentation and associated hotfix and patch documentation.
■
An Oracle instance to use for the Data Mart database. Guidance for the DBA in creating and configuring the Data Mart
is provided in “Preparing the database” on page 10. The Cognos ETL (extract, transform, load) environment requires
metadata storage in database tables, referred to as the Cognos ETL catalog. Typically, the Data Mart database also
serves as the Cognos ETL catalog database.
■
A host available to serve as the Data Mart runtime host (the host on which Cognos DecisionStream will be installed).
8
Installing or Upgrading the Data Mart and Publishing the Standard
Reports
■
The Cognos DecisionStream installer and registration credentials (serial number, authorization site name, and
authorization string) available.
To install the Reporting Console and publish the standard reports, you must have the following:
■
The installation media for Crystal Reports Server and, optionally, Crystal Reports Designer. OEM versions of these
products are available from Professional Services.
■
A Windows machine to serve as the Reporting Console and Crystal Reports Server host.
To install and configure the Data Mart: High-level view
The steps in this procedure describe the process at a high level and point to more detailed information in the sections
that follow.
1.
Create and configure the Oracle database instance that you plan to use to host the Data Mart database: “Preparing
the database” on page 10. Typically this database instance is also used for the Cognos ETL catalog database.
2.
(Optional) Install the Oracle 10g client on the Data Mart runtime (ETL) host and configure the required net service
names as described in “Installing and configuring Oracle 10g client software” on page 13.
3.
Install Cognos DecisionStream 7.1 by following the instructions in “Installing Cognos DecisionStream on the Data
Mart runtime host” on page 17.
4.
(Optional) Upgrade to Oracle 11g.
Note
Cognos DecisionStream is not supported with Oracle 11g. If you are using Oracle 11g, you must use
Cognos Data Manager 8.4, which is mentioned below.
5.
Pre-create the Cognos ETL catalog user and tables as described in “Pre-creating the Cognos ETL catalog user and
tables” on page 19.
6.
Run the Data Mart 6.1.0 installer on the Data Mart runtime (ETL) host. If the Reporting Console host is different
from the Data Mart runtime host, run the Windows Data Mart installer on the Reporting Console host as well:
“Running the Data Mart installer” on page 21.
Note
The Reporting Console installer is included as part of the Windows Data Mart installer, and you are
provided the option of installing one or both of the Data Mart and Reporting Console.
7.
Install the Data Mart 6.1.1, 6.1.2, 6.1.3 patches and also the 6.1.3.1 and 6.1.3.2 hotfixes.
8.
(Optional, unless you are using Oracle 11g) Install, or upgrade to, Cognos Data Manager 8.4: “Installing Cognos
Data Manager 8.4 on the Data Mart runtime host” on page 33 or “Upgrading from DecisionStream 7.1 to Data
Manager 8.4” on page 55.
9
9.
Perform post-installation configuration steps, load the Data Mart, and schedule the ETL: “To configure the Data
Mart” on page 30.
10.
Install the Oracle client and ODBC drivers on the Reporting Console host: “Installing and configuring the Oracle
client and ODBC drivers on the Reporting Console host” on page 38.
11.
Install Crystal Reports Server on the Reporting Console host: “Installing Crystal software” on page 40.
12.
Install and configure the Motive Reporting Console using the installer from the Data Mart 6.1.1 patch distribution:
“Installing the Motive Reporting Console” on page 45 and “Configuring the Reporting Console” on page 47.
13.
Publish the standard reports that you plan to use in the deployment: “Publishing the standard ("canned")
reports” on page 48.
Preparing the database
Note
With Oracle 10g, use Cognos DecisionStream. With Oracle 11g, you must use Cognos Data Manager
8.4. You can also use Data Manager with Oracle 10g; however, for performance reasons, you should
use DecisionStream 7.1 with Oracle 10g.
Creating the Oracle database instance typically requires the services of a professional DBA and must be performed before
running the product installer for the Motive Data Mart. This section describes how to configure your Oracle instance for
use with the Data Mart using the supplied sample scripts. You may also create your database instance using the Oracle
tools or your own scripts, but still use the instructions below and the contents of the scripts for guidance when doing so.
Proper database configuration is essential to the smooth functioning of the Data Mart ETL processes. The bulk-processing
nature of the ETL operations requires adequate temp and sort space configuration for the instance, as well as other
parameters to ensure acceptable performance. Without this, the throughput of the ETL processes both during initial load
as well as during incremental processing will deteriorate rapidly.
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There are two primary categories of database-related configuration that must be performed during the setup of the Motive
Data Mart:
1. Creation of an Oracle database instance (or the upgrade of an existing instance) that will host the Data Mart schema.
Create an Oracle database instance using the Oracle tools using the guidelines listed in “Creating an Oracle database
instance to serve as the Data Mart database” on page 11.
2. Creation of a Data Mart user and schema objects within that instance. There are three approaches to this process:
■
Option 1: (The preferred method) The DBA uses scripts provided with the Data Mart to pre-create the tablespaces.
The Solaris packages (MIdata610.pkg or, in the case of an upgrade, MPdata610.pkg) creates the users and
other schema objects but uses the pre-created tablespaces. The use of these scripts is described in Step 2 in “To
install the Data Mart” on page 21.
■
Option 2: The Data Mart installer creates the tablespaces as well as the users and other schema objects. The Solaris
packages (MIdata610.pkg or, in the case of an upgrade, MPdata610.pkg) let you supply paths on the database
host to the index and data files, but do not provide fine control over tablespace layout. For more information, see
“To install the Data Mart” on page 21.
■
Option 3 (supported, but not recommended): Pre-create the schema using scripts provided with the Data Mart.
This option is available for situations where the DBA login cannot be provided to the Data Mart installer. For more
information, see Step 6 in “To install the Data Mart” on page 21 for a fresh installation.
Creating an Oracle database instance to serve as the Data Mart database
When you create or upgrade the Oracle database instance to host the Data Mart schema, keep in mind the following
points:
■
Character Set:
■
nls_length_semantics: Leave nls_length_semantics set to BYTE during database instance creation or
upgrade, but change the value of this parameter to CHAR after the database instance creation or upgrade is complete.
When creating the database instance, set the NLS_CHARACTERSET to UTF8.
Warning Problems may arise later if nls_length_semantics is not set back to CHAR. The entire database may
need to be rebuilt, causing extensive downtime.
Use the Oracle Enterprise Manager to change the value of initialization parameters for the database instance after it
has been created. nls_length_semantics is a dynamic parameter and does not require a database restart. See
Oracle Metalink note 144808.1 for more information.
Tip
To be absolutely certain that your database is in the correct (CHAR) semantics mode, you can issue a
create table statement within the Data Mart (motdm) schema:
SQL> create table testit (name varchar2(255));
Preparing the database
11
If CHAR semantics are in place, you will see this table created with CHAR semantics by default. Only
by explicitly indicating byte as follows will BYTE semantics be used:
SQL> create table testit2 (name varchar2(255 byte))
SQL> select table_name, column_name, data_type, char_length,
char_used from user_tab_columns where table_name like 'TESTIT%'
TABLE_NAME
TESTIT
TESTIT2
CHAR_USED
COLUMN_NAME DATA_TYPE
NAME
VARCHAR2
NAME
VARCHAR2
CHAR_LENGTH CHAR_USED
255
C
255
B
shows ‘C’ for character and ‘B’ for byte.
When you run the initial ETL load, if you see an error like the following in
/var/tmp/dm_init_run.log:
DMS-E-GENERAL, A general exception has occurred during operation 'execute ⇦
immediate'.
ORA-01401: inserted value too large for column
Check to see if the nls_length_semantics initialization parameter is set to CHAR. If not, you
must restore the database from backups, change the parameter, and rerun the initial load script.
■
Memory: The ETL processes greatly benefit from increased memory. Motive recommends that you use Oracle's
Automatic Memory Management because it allows Oracle to allocate appropriate sort and hash areas. The
pga_aggregate_target parameter can be set to define how much PGA memory to use. The db_cache_size
parameter can be set to define how much SGA memory to use. Both of these should be set as high as feasible without
causing OS-level paging. For example, for 1 GB of physical RAM, consider dedicating 70% to Oracle.
■
Rollback: The ETL processes generate significant undo and perform long-running transactions. Motive recommends
that you use Oracle's Automatic Undo Management (AUM) capabilities, as opposed to classic rollback spaces. AUM
permits better management of long-running transactions, and minimizes the ORA-1555 errors that are seen with the
rollback approach.
■
Temp space: Oracle writes out to temp space large sorts and hashes that do not fit in memory. To address this,
Motive recommends that you make a large amount of temp space available to the Data Mart schema owner account.
■
Optimizer mode:
■
Partitioning: Motive recommends that the “Partitioning” option be installed on the Data Mart's Oracle instance.
Partitioning is an Oracle Enterprise edition feature and the Oracle OUI enables it by default. You can tell if the
partitioning option is enabled from the header message when you connect to the database via SQL*Plus. For example,
if partitioning is enabled, you will see something like the following:
Always use optimizer_mode = CHOOSE. Cognos metadata scans are very slow if you use
optimizer_mode = FIRST_ROWS.
Connected to:
Oracle Database 10g Enterprise Edition Release 10.2.0.1.0 - Production
With the Partitioning, OLAP and Data Mining options
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■
Other parameters: Motive recommends that you set the following parameters to the values indicated. These
values are general purpose minimum values. Consult the Oracle documentation and evaluate the needs of your
deployment to determine if higher values are appropriate for your deployment.
❐
SGA_TARGET [http://download.oracle.com/docs/cd/B19306_01/server.102/b14237/initparams193.htm#REFRN10256]:
3 GB
❐
PROCESSES [http://download.oracle.com/docs/cd/B19306_01/server.102/b14237/initparams169.htm#REFRN10175]:
500
❐
SESSION [http://download.oracle.com/docs/cd/B19306_01/server.102/b14237/initparams191.htm#REFRN10197]:
500
Installing and configuring Oracle 10g client software
Note
Installing and configuring Oracle 11g client software is covered in a later section.
Before you begin the Data Mart installation, you must ensure that the Oracle 10g client is installed on the Data Mart
runtime host and that connectivity can be established with the following databases:
■
Motive OLTP database
■
Oracle database onto which the Data Mart schema will be loaded
■
Cognos ETL catalog database, though this is typically the same database as the Data Mart database
In addition, you must establish connectivity between the Data Mart database host and the Motive OLTP database such
that you can connect to the Motive OLTP database using the same connect string that you use to connect from the Data
Mart runtime (ETL) host to the Motive OLTP database.
The most common method for configuring the Oracle client is to set up local net service names in the Oracle client's
tnsnames.ora file, as described below.
Before you begin installing and configuring the Oracle client, collect the information indicated in the tables below:
Item
Description
Your Value
Motive OLTP database host The name of the host on which the Motive OLTP database
name
is installed. For example, zeus.acme.com
Motive OLTP database port The port number on which the Oracle instance hosting the
number
Motive OLTP database listens.
Default: 1521
13
Motive OLTP database (continued)
Item
Description
service name
The name that identifies the database service on the
database host. The service name is defined during the
database creation.
Motive OLTP database net
service name
The net service name to the Motive OLTP database as
defined on the Data Mart runtime host and the Data Mart
database host.
Your Value
Data Mart and Cognos ETL catalog database
Item
Description
Your Value
Note: Typically the Cognos ETL catalog database is the same as the Data Mart database. If you choose to use a separate
database for the Cognos ETL catalog, you must have that database's host name, port number, service name, and DBA
user name and password.
Data Mart database host
name
The name of the host on which the Data Mart database is
installed. For example, poseidon.acme.com
Data Mart database port
number
The port number on which the Oracle instance hosting the
Data Mart database listens.
Default: 1521
Data Mart database service
name
The name that identifies the database service on the
database host, defined during the database creation.
Data Mart database net
service name
The net service name to the Data Mart database as defined
on the Data Mart runtime host.
To install the Oracle 10g client software on the Data Mart runtime host
1.
Install the appropriate version of the Oracle client on the Data Mart runtime (ETL) host by running the Oracle
Universal Installer (OUI) and following the on-screen instructions.
Note
Motive recommends that the Oracle client version match that of the Motive OLTP database and Data
Mart database versions. For specific software and hardware requirements, see the product release
notes. For more information about the OUI, consult your Oracle documentation.
2.
Choose Custom for the installation type, and click Next.
3.
Specify the Oracle home details, and click Next.
4.
On the Available Product Components page, choose these components to install:
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■
SQL*Plus
■
Oracle JDBC/THIN Interfaces
■
Oracle Call Interface
■
Oracle Net
Click Next when the components are selected.
5.
Confirm your environment meets the minimum requirements for installing and configuring on the Product-Specific
Prerequisite Checks page, and click Next.
6.
Click Install on the Summary page if the summary is correct.
After the installation, the Oracle Net Configuration Assistant: Welcome page appears. You can also run the Net
Assistant at any time as described in “To run the Net Assistant at any time” on page 16.
To configure the Oracle 10g client on the Data Mart runtime host
Follow the on-screen instructions to configure net service names for the Motive OLTP database and the Data Mart database
(and the Cognos ETL catalog database if different from the Data Mart database). These steps require the host name, port
number, and service name for the database for each database. Use the information you collected in “Motive OLTP
database” on page 13 and “Data Mart and Cognos ETL catalog database” on page 14.
Note
The most common method for configuring the Oracle client is to set up local net service names in the
Oracle client's tnsnames.ora file by directly editing the file. However, you can also use the Net
Assistant as described in the following steps.
1.
Make sure the check box for Perform typical configuration on the Oracle Net Configuration Assistant:
Welcome page is NOT selected, and click Next.
2.
With Local Naming selected on the Naming Methods Configuration page, click Next.
3.
Enter the SID of the target database (Motive OLTP database or the Data Mart database) in the Service Name
field, and click Next.
4.
Select TCP for the network protocol, and click Next.
5.
Specify the host name of the database and port number, and click Next.
6.
Select Yes, perform a test.
If this fails, recheck the parameters entered above. Also, check the login by selecting the Change Login button
on this screen.
Once the test is successful, click Next.
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7.
Enter a name in the Net Service Name field, and click Next.
8.
Specify Yes when asked if you would like to configure another net service name, and click Next. Repeat Step 3 to
Step 7 to configure a net service name for the other database (Motive OLTP database or the Data Mart database).
Once you have configured the second net service name, specify No when asked if you would like to configure
another net service name, and click Next.
9.
When you see Net service name Configuration Complete!, click Next.
10.
When you see Naming Methods configuration complete!, click Next.
11.
When you see Oracle Net Configuration complete, click Finish.
The following message appears: The installation of Oracle Client was successful.
12.
Motive recommends that you test the connections to the databases using SQL*Plus before beginning the Data Mart
installation to confirm that you can connect using the net service name you created:
sqlplus user_name/password@net_service_name
where:
■
user_name and password represent a valid login to the database.
■
net_service_name is the net service name you created in this procedure.
If successful, a SQL> prompt appears. If you cannot connect in this way with the net service name you created, the
Data Mart installer will not be able to connect to the database and will fail.
To run the Net Assistant at any time
The Net Assistant allows you to set up local net service names in the Oracle client's tnsnames.ora file.
Note
The most common method is to directly edit the Oracle client's tnsnames.ora file instead of using
Net Assistant. On Solaris, this file is usually located in $ORACLE_HOME/network/admin on Solaris.
On Windows, this file is often located at
C:\Oracle\product\version\client_1\NETWORK\ADMIN .
After an Oracle client installation, you can run the Net Assistant at any time as follows:
1.
On Windows, start the Oracle Net Assistant by selecting: Start->All Programs->Oracle - OraHome10g
->Configuration and Migration Tools->Net Configuration Assistant.
2.
On Solaris, start the Net Assistant by running $ORACLE_HOME/bin/netca. The Net Assistant is a GUI application,
so you must run this command in an environment that is able to display an X window.
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To configure the Oracle 10g client on the Data Mart database
Perform the following steps on the Data Mart database host to configure a local net service name for the Motive OLTP
database. If this net service name is not correctly configured, the installation fails.
Important You must use the same net service name to connect the Data Mart database host to the Motive OLTP
database as you use to connect the Data Mart runtime (ETL) host to the Motive OLTP database.
1.
Start the Net Assistant as described in “To run the Net Assistant at any time” on page 16, or directly edit the
tnsnames.ora file.
2.
Follow the Net Assistant procedure in “To configure the Oracle 10g client on the Data Mart runtime host” on page 15,
or use the information you collected in “Motive OLTP database” on page 13 to directly edit the tnsnames.ora
file.
Note that you only need to establish one net service name (for the OTLP database) for the Data Mart database host.
When you start the Net Assistant after an installation, the steps will be slightly different from the steps in “To
configure the Oracle 10g client on the Data Mart runtime host” on page 15. For example, the beginning steps are
different:
a.
Choose Local Net Service Name configuration, and click Next.
b.
Select Add, and click Next.
c.
Proceed with Step 3 in “To configure the Oracle 10g client on the Data Mart runtime host” on page 15.
Installing Cognos DecisionStream on the Data Mart runtime host
For Oracle 10g, Motive's Data Mart uses Cognos DecisionStream as its Extract, Transform, Load (ETL) engine. The Cognos
DecisionStream ETL environment is typically installed on a dedicated host and not collocated with other Motive servers
or databases. In this document, this host is referred to as the Data Mart runtime host.
Note
The system time on the ETL machine and the OLTP host should be in reasonable synchronization to
ensure that the DM_CREATED_DATE and DM_UPDATED_DATE values are consistent.
This topic summarizes the installation procedure. For complete installation and configuration instructions, see the Cognos
DecisionStream documentation. For supported versions of Cognos for this release, see the Motive release notes.
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To install Cognos DecisionStream 7.1 on Solaris
1.
Create a Solaris user as which to run the ETL processes. For example, create the user cognos. Create a home
directory for this user to use for the Cognos installation, such as /usr/cognos:
useradd -m -d /usr/cognos cognos
passwd -r files cognos
For more information about these commands, see their man pages.
2.
Obtain the Cognos DecisionStream installer.
3.
Copy the installer to a temporary directory and make the cognos user the owner of the directory.
4.
Extract the installer tar file.
5.
Obtain a license for Cognos DecisionStream. For information about how to obtain this license, contact Professional
Services.
6.
Log in as the cognos user you created in Step 1 and install Cognos DecisionStream by running ./install from
the Cognos installation media to start the text-based installation wizard.
7.
Select the Default installation type.
Accept the defaults generally, but note the following:
■
Specify the cognos user's home directory as the prefix in the installation directory. For example:
/usr/cognos/cer3.
■
At the Configuration Manager Cognos screen, at the configcp -> prompt, type New, then type Wizard
to start the Cognos Configuration Wizard.
■
Select None as the Authentication Source unless your deployment requires otherwise. For more information,
see the Cognos documentation.
When the Cognos installation wizard completes, you are presented with information like the following:
N.B. the appropriate DecisionStream environment configuration file
must be invoked before running any product executables
For SH/KSH users, add the following to .profile
. /usr/cognos/cer3/bin/dsenv.sh
For CSH users, add the following to .login
source /usr/cognos/cer3/bin/dsenv.csh
Creating SHELL configuration file /usr/cognos/cer3/bin/dsenv.sh
Creating CSH configuration file /usr/cognos/cer3/bin/dsenv.csh
Successfully activated the service.
configcp ->
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8.
Type Exit and follow the on-screen instructions to exit the Cognos installer.
9.
Do the following:
a.
Add the indicated information to the appropriate startup file depending on your shell.
b.
Add lines to set up the required Oracle and Cognos environment variables.
For example, if you have configured your Cognos user to use SH, you would add the following to the cognos user's
.profile file, with the appropriate path names for the location of Cognos and Oracle 10g:
# source Cognos DS 7.1 env settings
# --------------------------------. /usr/cognos/cer3/bin/dsenv.sh 1
# always set COGNOS_HOME to DS_BIN
# -------------------------------COGNOS_HOME=$DS_BIN; export COGNOS_HOME
# set up Oracle client environment
# -------------------------------ORACLE_HOME=/usr/local/oracle/product/10.2.0.1 2
export ORACLE_HOME
TNS_ADMIN=$ORACLE_HOME/network/admin; export TNS_ADMIN
PATH=$ORACLE_HOME/bin:/usr/sbin:$PATH; export PATH
LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$ORACLE_HOME/lib:/lib
export LD_LIBRARY_PATH
1
2
Where /usr/cognos/cer3 matches your Cognos installation directory.
Where /usr/local/oracle/product/10.2.0.1 matches your Oracle client installation directory.
Pre-creating the Cognos ETL catalog user and tables
Before you run the Data Mart installer, you must create an initial Cognos ETL catalog with the Cognos DecisionStream
Designer tool. This tool is currently available on Windows only; however, Solaris users can install the Cognos DecisionStream
Designer tool on a Windows computer for the (one-time) purpose of creating the initial Cognos ETL catalog, while still
maintaining the regular ETL environment on Solaris. The Unix version of Cognos DecisionStream includes a limited license
for DecisionStream for Windows, which allows you to design and create prototypes using DecisionStream Designer for
deployment on Unix servers. The host from which you create the Cognos ETL catalogs must have the Oracle client installed
and configured to connect to the Cognos ETL catalog database (usually the same as the Data Mart database).
To create the initial Cognos ETL catalog and tables
1.
The Cognos ETL (extract, transform, load) environment requires metadata storage in database tables. To provide
for these tables, you must create a separate Cognos user database account (“Cognos ETL catalog account”), typically
in the same Oracle instance as the Data Mart database. Create the account and grant privileges (connect, resource)
by running the following SQL commands as the database administrator of the database which you are using as the
Cognos ETL catalog database (where motive_etl_admin is the Cognos ETL catalog user and motive_etl_adminpw
19
is the Cognos ETL catalog user's password). Assuming you are using the Data Mart database as your Cognos ETL
catalog database and have created the database as described in “Preparing the database” on page 10, use the
following SQL commands, or edit them as necessary for your environment:
create user motive_etl_admin identified by motive_etl_admin;
default tablespace user_ts temporary tablespace temp_ts quota unlimited
on user_ts
grant connect, resource to motive_etl_admin;
grant create trigger, create procedure to motive_etl_admin;
Note
This uses user_ts and temp_ts as the user and temp tablespaces. These tablespaces are created
by the sample database creation scripts (see the “Manually upgrading or pre-creating the Data Mart
schema (optional)” on page 68 section). You can determine what tablespaces exist for your database
by running the following SQL command:
select tablespace_name from dba_tablespaces order by tablespace_name;
Alternatively, in a test environment where the tablespaces were not pre-created, use the following
commands to create the catalog user:
create user motive_etl_admin identified by motive_etl_adminpw;
grant connect, resource to motive_etl_admin;
grant create trigger, create procedure to motive_etl_admin;
Enter a login and password for the Cognos user (motive_etl_admin/motive_etl_adminpw in the sample
code above).
2.
Install Cognos DecisionStream Designer and an Oracle client on a Windows machine, and establish connectivity
with the database you are using as the Cognos ETL catalog database.
a.
Run Setup.exe on the Cognos product CD, and follow the online instructions. In a typical deployment, you
will accept the defaults where provided.
b.
Install an Oracle client and establish connectivity with the database you are using as the Cognos ETL catalog
database. For instructions on installing and configuring an Oracle client, see “Installing and configuring Oracle
10g client software” on page 13.
3.
In the Cognos DecisionStream Designer tool (Start->All Programs->Cognos Series 7 Version 2->Cognos
DecisionStream Designer), click Create a new catalog.
4.
Type a name for the catalog, such as DMCOMMON (the name does not matter, as the installer renames it to DMCOMMON),
and select Next.
5.
Select Oracle SQL*Net and database user name and password for the Cognos ETL catalog schema owner (that
is, the user you created in Step 1). Enter the corresponding net service name in the SQL*Net Service field.
If the Oracle client was configured properly, the net service name appears in the SQL*Net Service drop-down
list box. In some cases, you may need to enter the net service name manually.
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6.
Select Test Connection to verify connectivity to the database. If the test succeeds, the message Connection OK
appears. Click OK to dismiss the connection test.
7.
Click Finish.
8.
From the File menu, select Save Catalog, and then exit the application.
Running the Data Mart installer
Follow the steps in the procedures below to install and configure the Data Mart.
To install the Data Mart
The steps below represent a typical installation. Some prompts may be omitted depending on your environment. For
example, if you indicate that you pre-created or manually upgraded the schema, you are not prompted for the DBA login
and password for the Data Mart database because the installer does not need to create users or tablespaces.
If the installation fails, inspect the detailed log file /tmp/MotiveDebug.log. As the install is running, you can monitor
database activity by looking at path_to/MOTVserv/install/6.1.0/datamart-service/sh.out; however this
is a temporary file and will be deleted. For fresh installations only, if the installation fails, you must manually drop the
Data Mart schema owner from the database before running the installer again. For upgrades, you must restore the schema
from backups before running the installer again.
1.
On the Data Mart runtime host, ensure that you can connect to the target database instances for the 6.x OLTP
schema, Cognos catalog schema, and Data Mart schema before you run the pkgadd commands. Use the sqlplus
command to test that your net service names are set up correctly:
$ sqlplus system/password@net_service_name
SQL*Plus: Release 10.1.0.2.0 - Production on Thu Feb 7 15:38:50 2008
Copyright (c) 1982, 2004, Oracle.
All rights reserved.
Connected to:
SQL>
2.
If you plan to pre-create the schema manually (see Step 6), this step is required. If you do not plan to pre-create
the schema manually, this step is optional but recommended because it gives you more fine-grained control over
tablespace layout. In either case, the site DBA typically performs this step.
a.
Extract the file create_tbs_template.sql from Solaris/English on the Data Mart 6.1.0 installation
media to your local system.
b.
Edit create_tbs_template.sql as follows:
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c.
■
Change all instances of the string DMUSER to the name you plan to use for the Data Mart schema owner.
You must provide this user name during the Data Mart installation. The default value is motdm.
■
Change all instances of the string COGNOSUSER to the name of the database user that owns the Cognos
ETL catalog schema. You created this user in “Pre-creating the Cognos ETL catalog user and
tables” on page 19.
■
Change all strings like filesystem1, filesystem2, and so on to paths on your database host where
you would like the data files to reside.
■
All of the tablespaces defined in this file are required and are sized for a typical large installation. Make
other adjustments that are appropriate to your deployment.
Run the script on the Data Mart database as a user with DBA privileges:
SQL> @create_tbs_template.sql
3.
Confirm that the host meets the prerequisites listed at the beginning of “Performing a fresh Data Mart
installation” on page 8 and that you have performed the necessary preparation, such as installing the Oracle
Client and Cognos DecisionStream, configuring database connectivity, and creating the Cognos user and catalog.
4.
The Data Mart installer creates a database link from the Data Mart database to the OLTP database to pull data from
the OLTP database into staging tables in the Data Mart. To support this, the Data Mart runtime (ETL) host and Data
Mart database host must have connectivity to the Motive OLTP database using the same connect string. Also, you
must provide the net service name from that connect string to the Data Mart installer when prompted for the OLTP
database net service name. Motive recommends that you manually test by logging in with SQL*Plus from each
database (using the correct OLTP schema owner, password, and net service name):
a. From the Data Mart runtime (ETL) host, run: sqlplus motive_admin/password@motoltp
b. From the Data Mart database host, run: sqlplus motive_admin/password@motoltp
If you have problems connecting to the OLTP database using the same net service name, confirm that the following
parameters in $ORACLE_HOME/network/admin/sqlnet.ora on the Data Mart runtime (ETL) host and the
Data Mart database are configured correctly on both hosts:
NAMES.DEFAULT_DOMAIN
NAMES.DIRECTORY_PATH
SQLNET.AUTHENTICATION_SERVICES
Note
If NAMES.DIRECTORY_PATH is not set, the tnsnames.ora file is used.
5.
Confirm that the OLTP user has the rights necessary to create views and procedures before running the Data Mart
installer. Connect to the database as the OLTP user and run the following command to see what privileges already
exist:
select * from session_privs;
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If CREATE VIEW and CREATE PROCEDURE are not already listed, grant these privileges by logging on to the OLTP
database as the DBA:
sqlplus system/password@net_service_name
and performing the following commands:
grant create any view, create any procedure to oltp_user;
If necessary, you may revoke these privileges after running the Data Mart installer.
6.
Pre-create the schema using scripts provided with the Data Mart. This option is available for situations where the
DBA login cannot be provided to the Data Mart installer. For detailed instructions about this approach, see “Manually
upgrading or pre-creating the Data Mart schema (optional)” on page 68.
7.
Locate the MOTVserv.pkg, MIinst610.pkg, MIetlc610.pkg, and MIdata610.pkg on the installation
media in Solaris/English. Install the Data Mart by performing the following pkgadd commands in the order
listed below.
Tip
See “Using response files to install the Data Mart” on page 32 for information about using a response
file to install the Data Mart.
pkgadd
pkgadd
pkgadd
pkgadd
-d
-d
-d
-d
MOTVserv.pkg
MIinst610.pkg
MIetlc610.pkg
MIdata610.pkg
Answer y when you receive prompts like Do you want to install these conflicting files
[y,n,?,q] and This package contains scripts which will be executed with super-user
permission during the process of installing this package. Do you want to continue
with the installation of <packagename> [y,n,?].
See the man page for pkgadd for more information.
8.
Follow the on-screen instructions using the “Solaris Data Mart 6.1.0 installer prompts” on page 25.
9.
On the Data Mart runtime host, extract the Data Mart 6.1.1 installation scripts to a convenient location:
tar –xvf dm611patch.tar
10.
Collect the following information required by the upgrade script (see “Solaris Data Mart 6.1.0 installer
prompts” on page 25):
■
The base directory for the Data Mart installation. For example: /opt
■
The Oracle home directory on the Data Mart runtime host. For example: /opt/oracle/product/10.2.0.1
■
The net service name for the Data Mart database.
■
The username and password for the Data Mart schema owner.
23
11.
■
The password for the MOTREPORT user on the Data Mart database.
■
The net service name for the Cognos ETL catalog database: MYDB.MYDOMAIN.COM
■
The username and password for the Cognos schema owner.
■
The installation location for Cognos on the Data Mart runtime host. For example: /usr/cognos/cer3
■
The net service name for the OLTP database: MYDB.MYDOMAIN.COM
■
The username and password for the OLTP schema owner.
Invoke the 6.1.1 patch installation script as root. When prompted, supply the information collected in Step 10 (run
chmod +x on the script to make it executable if necessary):
./dm611patch.sh
Note
The dm611patch.sh script does not support answer files.
12.
Copy the contents of the 6.1.2 patch folder to a convenient location.
13.
Invoke the patch installation script as root. When prompted, supply the information collected in Step 10:
./dm612patch.sh
Note
14.
Copy the contents of the 6.1.3 patch folder to a convenient location.
15.
Invoke the patch installation script as root. When prompted, supply the information collected in Step 10:
./dm613patch.sh
Note
16.
Copy the contents of the 6.1.3.1 folder to a convenient location.
17.
Invoke the installation script as root. When prompted, supply the information collected in Step 10:
./Install-6.1.3.1.sh
Note
The Install-6.1.3.1.sh script does not support answer files.
24
Reports
18.
Copy the contents of the 6.1.3.2 folder to a convenient location.
19.
Invoke the installation script as root. When prompted, supply the information collected in Step 10:
./Install-6.1.3.2.sh
Note
20.
Continue with “To configure the Data Mart” on page 30.
Solaris Data Mart 6.1.0 installer prompts
Prompt
Description
Enter package installation directory (default: /opt):
Enter the directory in which you would
like to install Motive components.
Answer file key:
Enter Motive Data Mart installation password:
Confirm installation password:
Your Value
BASEDIR
Enter and confirm the password used
to validate Motive installations.
Answer file
keys: INSTALL_KEY,
INSTALL_PW
Run Motive as what user? (default: nobody):
Run Motive as what group? (default: other):
Enter the existing Unix user and group
used during the Cognos installation.
This is the user that is used to run the
ETL load scripts.
Important: If you use a group other
than other, then you must add root
to that group for the duration of the
installation.
Answer file
key: MOTSERV_USER,
MOTSERV_GROUP
Confirm Cognos Installation Location
The installer has detected Cognos DecisionStream installed
in the following directory. Hit RETURN if this is correct. Or
type in an alternate location for the Cognos DecisionStream
installation.
The full path to the Cognos installation.
Note
This is not the path
to the catlist
25
Solaris Data Mart 6.1.0 installer prompts (continued)
Prompt
Cognos Installation Directory (default: /usr/cognos/cer3):
Description
Your Value
command, as in
previous releases.
Answer file key:
COGNOS_HOME
Confirm Oracle Client Location
The full path to the Oracle client
installation. Use the ORACLE_HOME
The installer has detected the Oracle Client installed in the directory and not the directory
following directory. Hit RETURN if this is correct. Or type containing the SQL*Plus executable.
in an alternate location for the Oracle Client installation.
Answer file key: ORACLE_HOME
Oracle Installation Directory (default:
/opt/oracle/product/10.2.0.1):
Specify Motive OLTP Database Information
Always select n at the “Skip this OLTP
database” prompt.
Type the Oracle Net Service Name for system access. Your
database administrator should know these values.
Answer file
keys: MOTIVE_TNS_NAME,
Skip this OLTP database (y/n)? (default: n):
SKIP_MOTIVE
Net Service Name:
Specify Motive OLTP Schema Owner
The Motive OLTP schema owner was
created during the installation of the
Type the OLTP schema owner login and password. This
Care Manager server environment. The
account is used to retrieve data from and write data to the Data Mart installer uses this login to
database.
modify the OLTP schema.
OLTP Schema Owner (default: motive_admin):
Enter OLTP Schema Owner password:
Confirm OLTP Schema Owner password:
This prompt only appears if you did not
skip the Motive OLTP schema at the
previous prompt.
Answer file
keys: MOTIVE_USER,
MOTIVE_PASSWORD
Cognos Oracle Server Info Type the Oracle Net Service Name Typically, the Cognos ETL Catalog
for system access. Your database administrator should know database is the same as the Data Mart
these values. Net Service Name (default:
database.
previous-field-value):
Answer file
key: COGNOS_TNS_NAME
Specify Cognos Database User
26
Use the value you created in
“Pre-creating the Cognos ETL catalog
user and tables” on page 19.
Reports
Prompt
Description
Your Value
Type the database login and password for the Cognos ETL Answer file
catalog. This account contains the metadata for the ETL keys: COGNOS_USER,
flow.
COGNOS_PASSWORD
Cognos Database User (default: cognos):
Enter Cognos Database User password:
Confirm Cognos Database User password:
Datamart Oracle Server Info Type the Oracle Net Service Typically, the Cognos ETL Catalog
Name for system access. Your database administrator should database is the same as the Data Mart
know these values. Net Service Name (default:
database.
previous-field-value):
Answer file
key: DATAMART_TNS_NAME
Suppress schema creation (or upgrade)
To have the installer create (or upgrade) the schema on the
specified database server, answer n to the question below,
and then hit RETURN to continue. Or, to use a
manually-created (or manually-upgraded) schema, answer
y before continuing. In this case, you will receive prompts
for database information, but the installer does not create
(or upgrade) the schema. WARNING: Selecting the check
box implies that the schema creation (or upgrade) scripts
on the CD were used to create (or upgrade) the schema.
Other methods are not supported, and they may cause the
system to become unusable.
If you answer yes to this prompt, the
installer does not create any users or
load the Data Mart 4.13.3 schema. If
you answer yes to this prompt, you
must already have run the creation
scripts as described in “Manually
upgrading or pre-creating the Data Mart
schema (optional)” on page 68 before
running this installer.
Suppress schema creation (or upgrade) (y/n)? (default: n):
Specify DBA Login for Datamart
The database administrator (DBA) login
for the Data Mart database. The
Type the database administrator (DBA) login and password. installer uses this to create Data Mart
This account is used to create or upgrade the Motive Data tablespaces, the schema owner and
Mart database.
report user (MOTREPORT).
Database Admin (default: system):
Enter Database Admin password:
Answer file
keys: DATAMART_SYSDBA_USER,
DATAMART_SYSDBA_PASSWORD
Confirm Database Admin password:
27
Prompt
Description
Your Value
Specify Data and Index File Paths
To have the installer use a designated
directory for creating data and index
You can specify the paths for the data and index files on files for the Data Mart tablespaces,
the database host. If you do not specify these locations, the specify them here. If not, the installer
installer applies the default locations. Note: Entries must will use the default location. If you have
contain valid path syntax for the operating system on which created the tablespaces for the schema
the database is installed, including drive letters and
owner as described in “Preparing the
backslashes for Windows, or forward slashes for any UNIX database” on page 10, those
variants.
tablespaces are used and the choice
you make here is ignored.
Data Files Location:
Note
Index Files Location:
In the upgrade
scenario, these
locations are used
for newly created
tablespaces.
Answer file keys:
DB_DFILES,
DB_IFILES
Select Database Size for Motive Data Mart
Select small, medium, or large, as
appropriate. If you have created the
Select the size of the database to create for Motive Data tablespaces for the schema owner as
Mart
described in “Preparing the
database” on page 10, those
1 - SMALL [Initial Size = 4.0 GB, Max. Size = 60.5 GB]
tablespaces are used and the choice
2 - MEDIUM [Initial Size = 7.5 GB, Max. Size = 103.0 GB] you make here is ignored.
3 - LARGE [Initial Size = 13.5 GB, Max. Size = 148.0 GB]
■ Small has an initial size of 4.0 GB
Choice: (default: 2):
and a maximum size of 60.5 GB
■
Medium has an initial size of 7.5 GB
■
Large has an initial size of 13.5 GB
Answer file key:
Specify Datamart Database User
DB_SIZE
The Oracle user that owns the Data
Mart schema. If you pre-created
Type the Data Mart schema owner login and password. This tablespaces when creating the database
account is used by the ETL process.
instance in “Preparing the
28
Reports
Prompt
Description
Data Mart Schema Owner (default: motdm):
database” on page 10, you must use
the user name that you selected at that
time for the Data Mart to use your
pre-created tablespaces and not create
new ones.
Enter Data Mart Schema Owner password:
Confirm Data Mart Schema Owner password:
Your Value
■
New installation. The installer
creates this account and uses it as
the schema owner for the Data Mart
schema. The user must not exist
when you run the installer unless
you precreated the schema
manually.
■
Upgrade an existing Data
Mart. Use the schema owner of
the current Data Mart schema.
The Oracle limit for the name is 30
characters or less. However, Motive
recommends a maximum of 15
characters.
Answer file
keys: DATAMART_USER,
DATAMART_PASSWORD
Specify Reports Database User
The ServiceNet reporting solution
requires that a user named MOTREPORT
Type the database password for use by the Reports Server exist with permission to read data from
when accessing the Motive Data Mart. The database login the Data Mart schema. For new
name is constrained to be MOTREPORT.
installations, the Data Mart installer
creates this read-only user (except in
Enter Reports Database User password:
the pre-creation scenario). This user
name is hard-coded because the
Confirm Reports Database User password:
standard reports provided with
ServiceNet require this user name. If
you are upgrading an existing Data
Mart, this user must already exist. Enter
the password for this user.
Answer file
key: REPORTS_PASSWORD
29
Prompt
Description
Your Value
Create schema in single tablespace (NOT RECOMMENDED) If this option is selected, the installer
creates all Data Mart schema objects
The recommended deployment approach is to distribute in a single tablespace. It expects to find
the Data Mart tables across multiple tablespaces. For a large the following tablespaces already
production deployment, this allows the best space
present on the database instance and
utilization, as well as the ability to configure the tablespace use them for creating the objects:
parameters to match the growth characteristics of the data
■ The users tablespace, for storing
it contains. It also allows data to be distributed across
multiple disk-subsystems, increasing throughput.
data, index and lob segments
Create schema in single tablespace (NOT RECOMMENDED)
(y/n)? (default: n):
■
The temp tablespace, for temporary
segments
These are the default tablespaces
created by standard Oracle tools like
DBCA. If you do not already have these
tablespaces, have your DBA create
them before running the installer.
Important Only use this option for
testing and training
environments. A single
tablespace is not
suitable for any
production environment.
Answer file
key: USE_DEFAULT_TABLESPACE
To configure the Data Mart
1.
Set the dashboard.AudienceSize ETL parameter in the ETL_PARAMETERS table to an appropriate value. See
“Data Mart ETL parameters” on page 82.
2.
Make sure that the ETL parameter CM.CUSTOMER.AUTHPROVIDER matches the value used for the Care Manager
server property motive.subscriberdatastore.SubscriberDataStoreHelper.
defaultAdapterProvider. As of patch 6.1.1, the default for both of these is GenericIdentityAsserter.
3.
The 6.1.1 Data Mart supports the new GIA/SSO mechanism added by CSM/SSM/HomeView hotfixes 6.1.0.1 and
6.1.0.6 and used by the HomeView application. (As of BCM 7.0.2, CSM and SSM are combined into the Care Manager.)
Set the following ETL parameters that control the Data Mart's interaction with this mechanism as appropriate. See
“Segmenting subscribers” on page 79 for more information:
30
Reports
■
CM.SEGMENTATION.USESUBJECTATTRIBUTESETS: The default value 1 indicates that the ETL should follow
the GIA/SSO path. If the value is 0, the ETL uses the original subscriber data store path. Introduced in Data
Mart 6.1.1.
■
CM.CUSTOMER.AUTHPROVIDER:
■
CM.LINE_OF_BUSINESS.DIRECTATTRIBUTE:
■
CM.LOCATION.DIRECTATTRIBUTE:
■
CM.SUBSCRIPTION.DIRECTATTRIBUTE:
■
CM.LOCATION.ATTRIBUTENAME: This property defines the name key to use for extracting location information.
Defines the authentication provider to be used. Set to
GenericIdentityAsserter if using the GIA/SSO module. Set to ReferenceSubscriberDataStore
for the subscriber data store.
If set to 1, the ETL maps line of business attributes directly
from the subject tables without using the attribute directory. Introduced in Data Mart 6.1.1. By default, this is
set to 0.
If set to 1, the ETL maps location attributes directly from the subject
tables without using the attribute directory. Introduced in Data Mart 6.1.1. By default, this is set to 1.
If set to 1, the ETL maps subscription attributes directly from the
subject tables without using the attribute directory. Introduced in Data Mart 6.1.1. By default, this is set to 1.
By default, this is set to region. In Data Mart 6.1, these values came out of the OLTP from the
SUBSCRIBERSTATCHANGEDATT table. When using an SSO integration and Data Mart 6.1.1 or later
(CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values are either derived through the
attribute directory from other input attributes, or can be directly mapped from a SUBJECTATTRIBUTE (controlled
by CM.LOCATION.DIRECTATTRIBUTE).
■
CM.SUBSCRIPTION.ATTRIBUTENAME: This property defines the name key to use for extracting subscription
information. By default, this is set to subscription. In Data Mart 6.1, these values came out of the OLTP from
the SUBSCRIBERSTATCHANGEDATT table. When using an SSO integration and Data Mart 6.1.1 or later
by CM.SUBSCRIPTION.DIRECTATTRIBUTE).
■
CM.LINE_OF_BUSINESS.ATTRIBUTENAME:
This property defines the name key to use for extracting line of
business information. By default, in Data Mart 6.1.1 or later, this is set to ROIsegment. In Data Mart 6.1, these
values came out of the OLTP from the SUBSCRIBERSTATCHANGEDATT table. When using an SSO integration
and Data Mart 6.1.1 or later (CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values
are either derived through the attribute directory using the ROIsegment attribute (by default), or can be directly
mapped from a SUBJECTATTRIBUTE (controlled by CM.LINE_OF_BUSINESS.DIRECTATTRIBUTE).
Important If your HSD deployment has in the past used any subscriber authentication mechanism other than
the GIA/SSO module, the Data Mart cannot segment subscribers and produce valid data from OLTP
data generated by the other mechanism. Two approaches are available to address this situation:
■
Purge all Data Mart and OLTP data when you upgrade to the latest Data Mart release and run the
initial loader script to reload the Data Mart. Even for a fresh installation of the Data Mart, you
must purge all OLTP data gathered before the upgrade to the GIA/SSO module.
■
Engage Professional Services to develop custom migration scripts for your data.
31
4.
Configure any other ETL parameters. See “Data Mart ETL parameters” on page 82.
5.
Run the batch loader script to initialize the Data Mart schema and load data from the OLTP schema into the Data
Mart.
a.
Before running the batch loader script, confirm that the nls_length_semantics initialization parameter
has been set to CHAR. For more information, see “Creating an Oracle database instance to serve as the Data
Mart database” on page 11.
b.
Run the initial load script using the instructions in “The run_initial_load.sh batch loader
script” on page 73.
Important Be sure to run the script such that the ETL runs in the appropriate number of “chunks” for the
amount of data being loaded. If the chunks are too large, the ETL may fail.
6.
Identify any valued workflows by setting SELFHELP_WORKFLOW.WORKFLOW_VALUE to 1 for that workflow. In
addition, create a SELFHELP_WORKFLOW_STATUS record such that STATUS_NAME is Pass and STATUS_VALUE
is 1:
UPDATE Selfhelp_Workflow_Status
SET Status_Value = '1'
WHERE Status_Name = 'Pass';
7.
Run the batch loader script again to adjust calculations based on the setting changes you made in the previous step.
See “The run_initial_load.sh batch loader script” on page 73.
8.
Schedule the ETL script to run at the preferred interval. See “The loader script” on page 72 and “Scheduling ETL
scripts” on page 75.
9.
Review the other material in Chapter 3, “Data Mart Configuration and Maintenance” on page 71.
10.
Proceed to “Installing the Motive Reporting Console and related software” on page 37.
Using response files to install the Data Mart
You can use a text file containing responses to installer prompts to avoid manually typing in responses when you install
or uninstall the Data Mart, Reporting Console, or both. Response files define variables and deployment-specific values for
installations. Replace the quoted values below with values appropriate for your deployment. See “Solaris Data Mart 6.1.0
installer prompts” on page 25 for descriptions of each key. Save the list of key/value pairs in a text file and use it with
the pkgadd command when you install each package:
pkgadd -r path_to/response.txt -d path_to/MOTVserv.pkg
Example 2.1. A sample response file
BASEDIR="/opt"
INSTALL_KEY="motive"
INSTALL_PW="motive"
32
Reports
MOTSERV_USER="cognos"
MOTSERV_GROUP="other"
COGNOS_HOME="/usr/cognos/cer3"
ORACLE_HOME="/opt/oracle/product/10.2.0.1"
DB_EXE="/opt/oracle/product/10.2.0.1/bin/sqlplus"
MOTIVE_TNS_NAME="warrant"
MOTIVE_USER="CLARICE_RC3"
MOTIVE_PASSWORD="motive"
COGNOS_TNS_NAME="warrant"
COGNOS_USER="cognos"
COGNOS_PASSWORD="cognos"
DATAMART_TNS_NAME="warrant"
DATAMART_SYSDBA_USER="system"
DATAMART_SYSDBA_PASSWORD="motive"
COGNOS_SYSDBA_USER="system"
COGNOS_SYSDBA_PASSWORD="motive"
DB_DFILES=""
DB_IFILES=""
DB_SIZE="LARGE"
DATAMART_USER="motdm"
DATAMART_PASSWORD="motive"
REPORTS_PASSWORD="motive"
USE_DEFAULT_TABLESPACE="false"
SKIP_MOTIVE="false"
SKIP_NETAGENT="true"
DB_EXISTING="false"
DB_TYPE="oracle"
BOOT_SERVER="local"
GOT_BASEDIR="1"
REPORTS_USER="motreport"
DEFAULT_USER_TS="users"
DEFAULT_TEMP_TS="temp"
INPUT_COLLECTED="BASEDIR MOTSERV_USER MOTSERV_GROUP DB_DFILES DB_IFILES COGNOS_HOME ⇦
ORACLE_HOME DATAMART_TNS_NAME DATAMART_USER DATAMART_PASSWORD DATAMART_SYSDBA_USER ⇦
DATAMART_SYSDBA_PASSWORD REPORTS_USER REPORTS_PASSWORD COGNOS_TNS_NAME COGNOS_USER ⇦
COGNOS_PASSWORD COGNOS_SYSDBA_USER COGNOS_SYSDBA_PASSWORD MOTIVE_TNS_NAME MOTIVE_USER ⇦
MOTIVE_PASSWORD DB_TYPE DB_EXISTING DB_EXE DB_SIZE USE_DEFAULT_TABLESPACE SKIP_MOTIVE ⇦
SKIP_NETAGENT DEFAULT_USER_TS DEFAULT_TEMP_TS"
HIDDEN_INPUT="GOT_BASEDIR INSTALL_PW BOOT_SERVER"
Installing Cognos Data Manager 8.4 on the Data Mart runtime host
For Oracle 11g, Motive's Data Mart uses Cognos Data Manager as its Extract, Transform, Load (ETL) engine. The Cognos
Data Manager ETL environment is typically installed on a dedicated host and not collocated with other Motive servers or
databases. In this document, this host is referred to as the Data Mart runtime host.
Note
This topic summarizes the installation procedure. For complete installation and configuration instructions, see the Cognos
Data Manager documentation. For supported versions of Cognos for this release, see the Motive release notes.
33
Note
Data Manager 8.4 is required if you use Oracle 11g. You can also use Data Manager with Oracle 10g;
however, for performance reasons, you should use DecisionStream 7.1 with Oracle 10g.
To install Cognos Data Manager 8.4 on Solaris
1.
Create a Solaris user as which to run the ETL processes. For example, create the user cognos. Create a home
directory for this user to use for the Cognos installation, such as /usr/cognos:
$ useradd -m -d /usr/cognos cognos
$ passwd -r files cognos
For more information about these commands, see their man pages.
2.
Log in as the cognos user.
3.
Obtain the Cognos Data Manager 8.4 installer and fixpack.
4.
Copy the files to a temporary directory and make the cognos user the owner of the directory.
5.
Obtain a license for Cognos Data Manager. For information about how to obtain this license, contact Professional
Services.
6.
Ensure the DS_DATA_DIR and DS_LOG_DIR environment variables are not set. Unset them if necessary.
When these variables are not set, the installer creates the corresponding directories.
7.
Copy the following lines into a script and name the script dsenv.sh:
COG_ROOT="/usr/cognos/c8_64"; export COG_ROOT
DEBUG_COGNOS="PROGRESS,DETAIL,INTERNAL,SQL,USER"; export DEBUG_COGNOS
DS_AUTHORIZATION='8incgcb0 83zqkdjz u8nac4gq wxhnqmkh n3nk4qbj'; export ⇦
DS_AUTHORIZATION
DS_BIN="/usr/cognos/c8_64/bin"; export DS_BIN
DS_MAX_RECURSION=100; export DS_MAX_RECURSION
DS_MESSAGE_PATH="/usr/cognos/c8_64/decisionstream/message"; export DS_MESSAGE_PATH
DS_ROOT="/usr/cognos/c8_64"; export DS_ROOT
DS_SITE='Data Manager Permanent Key'; export DS_SITE
LD_LIBRARY_PATH="/opt/oracle/product/11_32/lib:/usr/cognos/c8_64/bin"; export ⇦
LD_LIBRARY_PATH
ORACLE_HOME="/opt/oracle/product/11_32"; export ORACLE_HOME
PATH="$ORACLE_HOME/bin:$PATH:/usr/cognos/c8_64/bin:/usr/bin:/usr/sbin:/sbin:/usr/⇦
local/bin"; export PATH
34
a.
Modify the variables in dsenv.sh to match your environment.
b.
Place dsenv.sh in the home directory for the cognos user in the c8_64/bin subdirectory.
c.
Source dsenv.sh in the cognos user's .profile. That is, place ./usr/cognos/c8_64/bin/dsenv.sh
in the .profile.
d.
Source the .profile file.
Reports
8.
Install the 32-bit Oracle client on the ETL host. The 32-bit Oracle Client for Solaris is in the distribution with a name
of solaris.sparc64_11gR2_client32.zip. For information about installing the client, refer to the Oracle
documentation.
9.
The installation uses a response file and is run completely from the command line. To prepare a response file, copy
the following lines into a file and name the file DM84_response.ats:
[Dialog1]
Title=Welcome to the Installation Wizard
DE=0
EN=1
FR=0
JA=0
ES=0
NL=0
SV=0
FI=0
IT=0
PT_BR=0
KO=0
ZH_CN=0
ZH_TW=0
[Dialog2]
Title=IBM License Agreement
;Failure to accept the license agreement and non-IBM terms, if any, will abort the
installation.
;Please return the software to the point of acquisition and obtain a refund, if
applicable.
I Agree=y
[Dialog3]
Title=Non IBM License Agreement
;Failure to accept the license agreement and non-IBM terms, if any, will abort the
installation.
;Please return the software to the point of acquisition and obtain a refund, if
applicable.
I Agree=y
[Dialog4]
Title=Installation Location
APPDIR=/usr/cognos/c8_64
BACKUP=0
[Component List]
DS_APP=1
DS_ENGINE_APP=1
⇦
⇦
⇦
⇦
Ensure DM84_response.ats has the appropriate values for your environment.
Check the values for:
10.
■
Language: for English, the file should have an entry EN=1.
■
Application directory: by default, APPDIR=/usr/cognos/c8_64.
Run the installer with the response file.
35
Note
Be sure you are logged in as the cognos user.
Return to the temporary directory you created earlier and run these commands:
$
$
$
$
11.
gunzip -c CAQI2EN.tar.gz | tar xvf cd solaris64
cp <modified DMS84_response.ats from the previous step> DMS84_response.ats
./issetup -s ../DMS84_response.ats
Run the Data Manager 8.4.1 FixPack2 installer with the same response file.
a.
Return to the temporary directory and create a subdirectory in which to expand the FixPack2 installer.
b.
Copy the 8.4.1 FixPack2 file (C8_BI_8_4_1_solaris64_FP002.tar.gz) into the subdirectory.
c.
Run the same commands as in the previous step:
$
$
$
$
gunzip -c C8_BI_8_4_1_solaris64_FP002.tar.gz | tar xvf cd solaris64
cp <modified DMS84_response.ats> DMS84_response.ats
./issetup -s ../DMS84_response.ats
12.
Create a Cognos schema in the Oracle 11g host ETL database. To create this schema, follow Step 1 in “To create
the initial Cognos ETL catalog and tables” on page 19. Do not complete any other steps.
13.
Install the Cognos ETL catalog, dmmaster.ctg.
a.
Copy the latest catalog to a directory under /usr/cognos/. Currently, the latest catalog is in Data Mart
6.1.3.1. Check for a more recent catalog. (Data Mart 6.1.3.2 includes the 6.1.3.1 catalog. Check later hotfixes,
patches, and releases for an updated catalog.)
b.
Create an empty catalog in the Oracle 11g database in the recently created schema by using the catmanage
command:
$ catmanage -c oracle "<motive_etl_admin>/<motive_etl_adminpw>@<⇦
ETL_HOST_TNS_HOST>"
c.
Load the latest catalog into the empty catalog you just created:
$ catrestore oracle "<motive_etl_admin>/<motive_etl_adminpw>@<ETL_HOST_TNS_HOST>⇦
" dmmaster.ctg
14.
Set up database connections in the Cognos ETL catalog.
a.
Create a text file, with a name of dm_connections_file.txt, that has connection strings for both the
Care OLTP database and the Care Data Mart. The connection strings should have the following form. Substitute
actual values for the variables ($MOTIVE_USER and so on).
<DEFAULT> 'MOTIVE'
ORACLE '$MOTIVE_USER/$MOTIVE_PASSWORD@$MOTIVE_TNS_NAME'
<DEFAULT> 'DATAMART' ORACLE '$DATAMART_USER/⇦
$DATAMART_PASSWORD@$DATAMART_TNS_NAME'
36
Reports
b.
Apply the connection strings to the Cognos ETL catalog by using catimp:
$ catimp ORACLE "<cognos_user>/<cognos_password>@<ETL_HOST_TNS_NAME>" ⇦
dm_connections_file.txt D -o
15.
Update the run_initial_load.sh and run_dmmaster.sh ETL run scripts.
These run scripts and all other files mentioned in this step are in the DataMart/Cognos directory on the system
where you installed the data mart.
a.
Ensure both scripts have the correct values for the following variables:
■
■
■
b.
DS_HOME
COGNOS_USER
ORACLE_HOME
Copy the files that are needed for successful ETL into place.
■
Copy telemetryExtract-1.0.jar to $DATAMART_HOME/Java/lib (default for DATAMART_HOME
is /opt/MOTVserv/Datamart).
■
Copy ojdbc6-11.2.0.1.0.jar to $DATAMART_HOME/Java/lib.
■
Copy xalan-2.7.1.jar to $DATAMART_HOME/Java/lib.
c.
Install JRE6 (jre-6u27-solaris-sparc.sh).
d.
Change the first occurrence of CLASSPATH (for Solaris) in each file (run_initial_load.sh and
run_dmmaster.sh) to:
CLASSPATH="${DATAMART_HOME}/Java/lib/telemetryExtract-1.0.jar:${DATAMART_HOME}/⇦
Java/lib/ojdbc6-11.2.0.1.0.jar:${DATAMART_HOME}/Java/lib/xalan-2.7.1.jar"
e.
Update the JAVA_HOME environment variable in each ETL script to:
JAVA_HOME="{jre6_path}"; export JAVA_HOME
The bin directory should be a child to the JAVA_HOME directory.
Installing the Motive Reporting Console and related software
At a high level, installing the Motive Reporting Console involves performing the following tasks on the Reporting Console
host:
1. Installing the Oracle client and establishing connectivity to the Data Mart database.
37
2. Installing the ODBC drivers.
3. Installing IIS if necessary.
4. Installing the Crystal Reports Server.
5. Installing the Motive Reporting Console.
6. Publishing the standard reports.
The instructions in the following sections provide detailed instructions for completing these tasks.
Installing and configuring the Oracle client and ODBC drivers on the Reporting Console
host
Use the worksheet below to collect information required during the installation of the Reporting Console and related
software.
Information required for configuring the Reporting Console
Item
Description
Your Value
Note: Use the values you used in “Data Mart and Cognos ETL catalog database” on page 14 for the Data Mart database.
Data Mart database host
name
The name of the host on which the Data Mart database is
installed. For example, hera.acme.com
Data Mart database port
number
The port number on which the Oracle instance hosting the
Data Mart database listens.
Default: 1521
Data Mart database service
name
The Oracle system ID used to identify a database in an
Oracle installation. This is the name of the database as
defined on the database host.
Data Mart database net
service name
The net service name for the Data Mart database as defined
on the Reporting Console host.
The MOTREPORT user
password
The password for the read-only MOTREPORT user that was
created on the Data Mart database during the Data Mart
installation. You use this password when publishing the
reports in “Publishing the standard ("canned")
reports” on page 48.
Crystal Reports Server
Administrator login
Administrator password or the user name and password
38
of any Crystal Reports Server account with administrator
privileges. You define this password in “Installing Crystal
Reports
Information required for configuring the Reporting Console (continued)
Item
Description
Your Value
software” on page 40 and provide it again in “Installing
the Motive Reporting Console” on page 45.
SMTP Server and domain
The SMTP server for Crystal Reports server to use to email
reports on a schedule. You use this in “Configuring Crystal
Reports Server for email report distribution” on page 106.
To prepare the Reporting Console host
1.
Install an Oracle client and establish connectivity with the Data Mart database. Typically, this involves setting up
local net service names for these databases on the Reporting Console host.
Note
If you are performing an upgrade rather than a fresh installation and have not needed to upgrade the
Oracle client, the net service names should already be configured. If they are, confirm that you can
connect to the Data Mart database using SQL*Plus.
The following substeps describe how to set up local net service names on the Oracle client:
a.
On the Reporting Console host, use the Oracle Universal Installer (OUI) to install the appropriate version of
the Oracle client. Motive recommends that the Oracle client version match that of the Motive OLTP database
and Data Mart database versions.
b.
Start the Oracle Net Assistant by selecting: Start->All Programs->Oracle - OraClient10g->Configuration
and Migration Tools->Net Configuration Assistant.
c.
Select Local Net Service Name configuration, and then click Next.
d.
Select Add, and then click Next.
e.
Follow the on-screen instructions to configure local net service names for the Data Mart database. These steps
require the host name, port number, and service name for each database. Use the information you collected
in “Data Mart and Cognos ETL catalog database” on page 14 to configure the net service name for the Data
Mart database.
Note
If you have a database that contains characters from more than one character set, Japanese and French
for example, you must adjust the NLS_LANG environment variable or registry entry for your Oracle
client so that it ends in .UTF8. This configuration prevents the Oracle client from performing necessary
code set conversion when data is pulled from the Data Mart database and placed in the reports. For
more information, see the Configuring Locale and Character Sets with the NLS_LANG Parameter
[http://download.oracle.com/docs/cd/B19306_01/install.102/b14324/gblsupp.htm#BABGDEAC] in
the Oracle documentation.
39
2.
Uncompress and run the installer for the Data Drivers (DataDirect ODBC Drivers 5.0). Contact Professional Services
for these drivers.
At the Setup Type screen, select Typical.
Installing Crystal software
To deploy the Motive Reporting Console, a Crystal Reports Server must be installed on the Reporting Console host. Motive
recommends that you also install Crystal Reports Designer to use in developing, customizing, and troubleshooting reports.
The Crystal Reports Server functions as the main on-screen engine for reporting, while Crystal Reports Designer can be
used to troubleshoot reporting issues.
Note
The current Crystal license is limited to five concurrent connects to the Crystal Report Server. Licenses
are tracked by monitoring the number of instantiated report objects stored in the Crystal Server Pages
(CSP) sessions. The pageserver setting for closing an idle connection is set to 20 minutes by default;
you may want to configure this to a lower value if the five concurrent user limitation is a problem for
your deployment. To change this configuration, in the BusinessObjects Central Management Console,
click Servers, server_name.pageserver, adjust Minutes Before an Idle Connection is
Closed, and click Apply. If you require additional licenses, contact Professional Services.
To install Crystal Reports Server and Crystal Reports Designer
The installation and configuration procedures below are for a typical installation. See the Crystal documentation for
detailed installation instructions, and see the release notes for supported versions and last-minute information. These
instructions assume the host has not had a previous version of Crystal Reports Server installed on it before. Perform the
following steps on the Reporting Console host:
1.
Install Internet Information Services (IIS) and ASP.NET if they have not already been installed on the Reporting
Console host:
40
a.
Click Start->Settings->Control Panel, and then click Add or Remove Programs.
b.
Click Add/Remove Windows Components.
c.
Select Application Server from the list and click Details.
d.
Select the check boxes for Internet Information Services (IIS) and ASP.NET.
e.
Select Internet Information Services (IIS), and click Details to view the list of IIS optional components.
f.
Select all optional components that you want to install.
Reports
Note
The World Wide Web Service optional component includes important subcomponents such as the
Active Server Pages component and Remote Administration (HTML). To view and select
these subcomponents, click World Wide Web Service and then click Details.
2.
3.
g.
Click OK until you are returned to the Windows Components Wizard.
h.
Click Next to install these components.
Verify your IIS server is working correctly. The installer should automatically open an Internet browser and load
http://hostname/businessobjects/enterprise115/WebTools/adminlaunch/default.aspx.
■
Try to view the web page on a computer that is on the same LAN as the IIS server that you are testing.
■
To verify that the web site is available over the Internet, view it by using a computer that is not on the same LAN
as the IIS server that you are testing.
Install Crystal Reports Server (with the Crystal Reports 11 Release 2 and the latest service pack installed) on the
Reporting Console host. These can co-exist, and Crystal Reports Designer will be important to troubleshoot any
publishing problems.
Run the Crystal Reports Server installer provided with your Motive software. Follow the on-screen instructions:
a.
Select your language on the initial screen.
b.
Select Install.
c.
Click Next on the Welcome screen.
d.
Accept the license agreement, and click Next.
e.
Select Perform server installation, and click Next.
f.
Complete the User Information screen, and click Next.
g.
Specify the destination folder for the installation, and click Next.
h.
Specify New for the installation type, and specify Install MySQL database server. Click Next.
i.
Specify the port for the MySQL database, and specify passwords for the MySQL root and BusinessObjects user
passwords. Then click Next.
Note
Be sure to make note of these passwords. You might need them for administrative purposes.
By default, Crystal Reports Server installs the Microsoft Data Engine (MSDE) as the default database for the
Crystal APS. During the installation, you will be prompted for a password for the sa account (the system
41
administrator account for SQL Server and the MSDE). Although Motive software uses Oracle as its database,
Crystal requires and installs MSDE for its operation. Note that you must enter a password that meets the
server (or domain's) password requirements. If a strong password is required, it must have at least 6 characters,
at least one uppercase, and one special character or number (for example M0t1ve), or you will receive an
error message from the Crystal Reports Server installer and you will not be able to view reports. For more
information, see Microsoft Knowledge Base Article - 322336 [http://support.microsoft.com/default.aspx?scid=
kb;EN-US;q322336].
j.
On the Choose Web Component Adapter Type page, Java application server and IIS ASP.NET
are selected by default. Make sure Java application server is not selected. Then click Next.
Note
Do not install the Java Web Component Adapters with Crystal Reports Server. If your Crystal Reports
Server has the Java Web Component Adapters installed, run the Crystal Reports Server installer to
modify your installation and remove them. In the Select Features window, the Java Web Component
Adapters are in Crystal Report Server->Server Components->Servers->Web Component
Adapters->Java Web Component Adapters.
k.
On the Start Installation page, click Next to start the installation or click Back to reenter the installation
information.
l.
Once the installation and registration are complete, click Finish with Launch BusinessObjects
Administration Console selected.
You can also launch the console by clicking Start->All Programs->BusinessObjects XI Release
2->BusinessObjects Enterprise->BusinessObjects Enterprise .NET Administration Launchpad.
m.
Click Launch the Central Management Console on the Welcome screen.
Note
If you encounter issues accessing the Central Management Console, see “Troubleshooting Central
Management Console issues” on page 44.
4.
n.
Log in as Administrator with no password and Enterprise selected.
o.
Click OK on the Success screen.
Change the Crystal Reports Server password.
42
a.
Click Preferences, and then click Change Password.
b.
Enter and confirm a secure password containing a mix of uppercase and lowercase letters and numbers, and
click OK. Make note of this user name and password in your installation worksheet (see “Reporting Console
installer prompts” on page 46). You must enter these during the Reporting Console installation.
Reports
Note
The Motive server uses the Central Management Server Administrator user name and password to
access reports from the Reporting Console. It stores this information in the following file on the
Reporting Console host: path_to\Motive\Datamart 6.1\Reports\pages-asp\
RetrieveISTore.asp. See the lines beginning UserID = and Password =. If you change the
Crystal Reports Server administrator user name or password after running the Motive installer, edit
this file and provide the correct information.
5.
This step is optional but recommended for large data sets, in the Crystal Management Console.
When running an on-demand report in which the resulting returned records (from the database) exceed 20,000, an
error message occurs. To avoid this, limit the number of records returned from the database to under 20,000 (default
limit). To increase the default limit, increase the number accordingly; to disable the limit, replace the default number
with 0 (zero). To change the limit to the number of records returned from the database:
a.
Click Home >.
b.
Click Servers.
c.
Click hostname.pageserver.
d.
In the Properties tab, change Database Records To Read When Previewing Or Refreshing a
Report to Unlimited records.
e.
Click Update.
f.
Click Servers >.
g.
Select the check box for hostname.pageserver, and then click Restart.
h.
Click OK and enter operating system credentials when prompted. Click OK again.
i.
Click Refresh and confirm that the hostname.pageserver has restarted.
6.
Exit the Central Management Console.
7.
(Optional but recommended) Install the Crystal Reports Designer software on the Reporting Console host to use
in debugging report problems. Apply at least the Crystal Reports 11 Release 1 Service Pack 4 patch to your Crystal
Reports Designer installation. Failure to apply this patch results in an “CrystalReportViewer - Missing prompting
unit. Unable to retrieve Object when the report is viewed” error when you run reports. Consider applying any other
available patches to Crystal Reports Designer.
8.
Continue with “Installing the Motive Reporting Console” on page 45. After you have finished installing the Motive
Reporting Console, you return to the Crystal Reports Server to perform further configuration steps and publish
reports to make them available through the reporting interface in the Motive Reporting Console (see “Publishing
the standard ("canned") reports” on page 48).
43
Troubleshooting Central Management Console issues
IIS must be configured properly in order to use the Crystal Report Server Configuration manager, as well as view reports
from the Motive Reporting Console.
If the .NET InfoView or Central Management Console is not working after a successful installation of the .NET WCA,
ensure that the following settings are configured correctly:
■
is installed and enabled.
■
If you are using IIS 6 on Windows 2003, make sure that the permission for v1.1.4322 is set to Allowed under Web
Service Extensions.
■
Ensure that .aspx, .csp, .cwr, .rpt, and .resx application extensions have been mapped to aspnet_isapi.dll
for the crystalreportviewers11 and businessobjects virtual directories.
To associate application extensions with aspnet_isapi.dll
1.
Click Start->Run.
2.
Type inetmgr, and then click OK.
3.
Click computername (local computer)->Web Sites->Default Web Site.
4.
Right-click Default Web Site, and then select Properties.
5.
Click the Home Directory tab.
6.
Click the Configuration button.
7.
Select the .aspx extension.
8.
Click the Edit button and copy the value in the Executable field. Then click Cancel.
9.
On the Application Configuration screen, click Add:
10.
44
a.
Paste the value you copied into the Executable field.
b.
Enter .csp in the Extension field.
c.
Clear the Verify that file exists checkbox.
d.
Click OK.
On the Application Configuration screen, click Add:
a.
Paste the value you copied into the Executable field.
b.
Enter .cwr in the Extension field.
Reports
c.
d.
Click OK.
To fix admin.cwr not being found
If you receive an error about the admin.cwr file not being found due to an access issue, use the following procedure
to correct this issue. This issue occurs because admin.cwr is not a static file and is generated dynamically. Thus, the
security configuration in IIS that verifies the file exists should not be specified for this file.
1.
Click Start->Run.
2.
3.
Click computername (local computer)->Web Sites->Default Web Site->crystalreportsviewer11.
4.
Right-click crystalreportsviewer11, and then select Properties.
5.
On the Virtual Directory tab, click Configuration to display the Application Configuration dialog.
6.
Select the file extension that is handled by ASP.NET, for example .cwr.
7.
Click Edit to display the Add/Edit Application Extension Mapping dialog.
8.
9.
Click OK.
Installing the Motive Reporting Console
The Reporting Console installer lays down the reporting files, creates the ODBC DSN RPT_DM using the CR Oracle ODBC
Driver 5.0, configures the Crystal Report Server XI, and creates a virtual IIS directory for the Reporting Console. Before
you run the installer, you must have installed IIS, the BusinessObjects Oracle ODBC driver, and Crystal Report Server XI
as described in “Installing the Motive Reporting Console and related software” on page 37.
To install the Reporting Console
Important If the computer host name and NETBIOS name are different, the Reporting Console installation fails.
1.
On the Reporting Console host, locate and run the Install.exe from the Data Mart 6.1.1 patch distribution.
Important Run the installer from the Data Mart 6.1.1 patch CD.
45
2.
Follow the on-screen instructions using the following table. When the installer successfully completes, continue
with “Configuring the Reporting Console” on page 47.
Reporting Console installer prompts
Screen
Description
Your Value
Welcome
Introduces the installation program.
When you are ready to
continue, click Next.
Information
Copyright information.
Directory
Specifies the directory in which to install the Data Mart.
Default: C:\Program Files\Motive.
Confirmation
Confirm that you want to install the Data Mart.
Specify ODBC setup
information
Type the net service name for the Data Mart database as
configured on the Reporting Console host, and then type
the password for the MOTREPORT user created during the
Data Mart installation. The installer creates an ODBC
connection called RPT_DM for use with the standard reports.
Information
Type the Crystal Reports Server account login and password
and the applicable authentication type.
The Motive server uses the Central Management Server
Administrator user name and password to access reports
from the Reporting Console. It stores this information in
the following file on the Reporting Console host:
path_to\Motive\Datamart 6.1\Reports\
pages-asp\RetrieveISTore.asp. See the lines
beginning UserID = and Password =. If you change the
Crystal Reports Server administrator user name or password
after running the Motive installer, edit this file and provide
the correct information.
Complete Reporting Console Click Start to complete the Data Mart installation using
Installation
the values you have entered.
Click Install.
End
Final status screen indicating that the installation was
successful.
Click Finish.
Install Creator Screen
Information about the Install Creator tool.
Click Exit.
3.
Confirm that you can browse to http://localhost/reports/console.htm from the Reporting Console
host or http://reporting-console-hostname/reports/console.htm from other machines. You should
see the main page of the Reporting Console, but you will not see reports until you have published them (for more
information, see “Publishing the standard ("canned") reports” on page 48).
46
Reports
Configuring the Reporting Console
After you have installed the Data Mart and related components, you must complete certain configuration steps. At
minimum, complete the steps in the following procedure.
To complete the configuration of the Reporting Console after installation
•
Change the IIS authentication method for the Reporting Console to match the site needs. For example:
■
■
If the Reporting Console only needs to be visible internally on a secure network, the following authentication
methods can be considered:
❐
Windows integrated authentication
❐
Digest authentication (requires a domain controller)
❐
Basic authentication
❐
Anonymous access
If the Reporting Console needs to be visible on an extranet, the following authentication methods can be
considered:
❐
Windows integrated authentication
❐
Digest authentication
❐
Basic authentication over SSL (requires server certificates for IIS)
Use the following steps to configure IIS for anonymous access. This is suitable only for test environments and secure
networks where authentication is not required. For instructions on setting up the other authentication methods
listed above, consult the Windows IIS documentation.
a.
Click Start->Run.
b.
c.
Click computername (local computer), Web Sites, Default Web Site.
d.
In the right pane of the Internet Information Services (IIS) Manager, right-click the reports folder, and then
select Properties.
e.
Click Directory Security.
f.
In Authentication and access control, click Edit.
g.
Select Enable anonymous access.
h.
(Optional but recommended for large data sets) Adjust the ASP Script Timeout value:
47
i.
Click the Virtual Directory tab.
ii.
Click Configuration.
iii.
Click the Options tab.
iv.
Adjust the ASP Script Timeout value to a number high enough to prevent script timeouts (for example,
3600 seconds).
i.
Click OK twice, and then close the Internet Information Services (IIS) Manager.
j.
Confirm that you can browse to http://localhost/reports/console.htm from the Reporting Console
host or http://reporting-console-hostname/reports/console.htm from other machines. You
should see the main page of the Reporting Console, but you will not see reports until you have published
them (for more information, see “Publishing the standard ("canned") reports” on page 48).
Publishing the standard ("canned") reports
After you have installed and configured the Data Mart and Reporting Console, you must publish or republish the reports
that appear on the Service Metrics dashboard and in the Reporting Console as described below.
Motive provides reference reports, folders, and descriptions. You can publish as many or as few of these reports as
appropriate for a given deployment. These reports can also be customized to meet the specific needs of a deployment.
The Data Mart installer copies the standard reports to the directories under install_dir\Motive\Datamart 6.1\
Reports\crystal. The subdirectories (SelfServiceReports, RemoteControlReports, and so on) represent
the categories into which the reports are grouped by default in the Reporting Console.
To publish the reports provided with the Motive platform
This procedure assumes version 6.1.x of the Motive Data Mart is installed. The Motive Reporting Console and Crystal
Reports Server must already be installed on the same host along with an Oracle client with connectivity established to
the Data Mart database and the appropriate ODBC drivers. For more information, see “Installing the Motive Reporting
Console and related software” on page 37.
1.
If this is a fresh installation, create the folders within Crystal Reports Server in which you will install the reports:
48
a.
On the Reporting Console host, run the Crystal Launchpad by clicking Start->All
Programs->BusinessObjects XI Release 2->BusinessObjects Enterprise->BusinessObjects
Enterprise .NET Administration Launchpad.
b.
Click Central Management Console. When prompted, enter the Administrator (or any account with
administrator privileges) user name and password.
c.
Click Folders.
Reports
d.
Click the New Folder button, type Reports for the folder name, and click OK. No description is necessary
for this folder.
If you receive the error message “You do not have permission to add a folder” at this point, you must enter
a valid registration key. From the Central Management Console, click Manage Authorization and follow
the instructions to remove the installation key and add the new key.
e.
Click on Folders > to return to the Top Level Folders screen.
f.
Select the New Folder button and create a folder named Dashboard. No description is necessary for this
folder.
Important The Reports and Dashboard folders must have these exact (case-sensitive) names and be
created in Top Level Folders. The Reporting Console ignores folders with any other name
and in any other location; therefore, you can leave the sample folders in place or use the server
to host folders for other purposes. Names of the subfolders within Reports and their
descriptions can be anything and appear in the Reporting Console.
g.
Click Folders.
At this point you should see something like the following:
h.
Click the Reports folder.
i.
Create folders with descriptions that appear in the Motive Reporting Console.
Recommended folder names and descriptions for the supplied reports are provided in the file install_dir
\Motive\Datamart 6.1\Reports\ReportFolderDescriptions.txt. The text in the description
field appears in the Reporting Console. You can use these names and descriptions, modify them, or create
49
new ones, but they must exist under the Reports folder to appear in the Reporting Console. The following
categories of reports are supplied with the Data Mart:
■
Managed Settings Reports. Reports that provide information about subscribers' managed settings.
These reports track managed settings per attribute and display group.
■
Self Service Reports. Reports that provide information about subscribers' use of support. These
reports provide summaries of workflow usage, flow step details, session resolution and alert summaries.
■
Phone Support Reports. Reports that give detailed and performance information about the usability
of Assisted Service Phone and Self Service Phone support.
■
Remote Control Reports. Information about the subscriber's Remote Control for subscribers who
deploy the Remote Control functionality.
■
HomeView Reports.
Information about subscribers running the HomeView client application.
The last three categories apply to upgrade scenarios only. These reports only use data that was carried over
from the 5.x OLTP schema:
■
Content Usage Reports. Reports for evaluating the content of your site. These reports determine the
volume of users, the number of search queries, the types of content used, and the content undergoing
change, such as content added, deleted, unused, or expiring.
■
CSR Productivity Reports. Reports for evaluating the productivity of CSRs. These reports show the
number of open or closed service requests per CSR, the average resolution time of a session per CSR, and
the total volume of assisted service sessions per CSR.
■
Service Request Reports. Reports that summarize subscribers' service requests. These reports provide
average service request resolution times, the distribution of service requests, service request histories, and
so on.
You can create subfolders and publish all or some of these reports, depending on what Motive products are
installed. You can also add subfolders or reports later; see “Adding reports to the Reporting
Console” on page 103.
Select the Subfolders tab, and then New Folder to add a folder and description. Click OK. Click Reports
to return to the folder list and repeat this step until you have added all of the desired folders.
50
Reports
j.
2.
Once all the desired folders and descriptions have been added, exit the Central Management Console.
Publish the reports to Crystal Reports Server to make them available from the Reporting Console. Repeat the substeps
below once for each separate folder of reports you are publishing.
On the Reporting Console host:
a.
Run the Crystal Publishing Wizard by clicking Start->All Programs->BusinessObjects XI Release
2->BusinessObjects Enterprise->Publishing Wizard.
b.
Click Next.
c.
At the Log on screen, enter the Administrator (or any account with administrator privileges) user name
and password. Leave Authentication set to Enterprise. Click Next.
d.
At the Select Files screen, use Add Folder to add entire folders of reports or use Add Files and CTRL
while clicking to select more than one file within a folder. Locate the standard reports in install_dir
\Motive\Datamart 6.1\Reports\crystal\Report_folder, where Report_folder is the directory
of reports you want to publish. Click OK and Next to continue.
Note
You can select only one destination folder each time you run the Crystal publishing wizard. If selecting
multiple reports or folders, be sure to select reports that you intend to publish in the same folder on
the Crystal Reports Server. You must rerun the wizard to publish multiple reports to another destination
folder.
51
e.
At the Specify Location screen, navigate to the folder for the reports you are publishing,
Reports/Reports_folder, and click Next.
Note
The reports in install_dir\Motive\Datamart 6.1\Reports\crystal\Dashboard must
be published in the Dashboard folder that you created on the Crystal Reports Server.
f.
At the Confirm Location and Specify Categories screens, click Next.
g.
At the Specify Schedule screen:
■
When publishing Reports reports, select the Let users update the object option, and then click Next.
■
When publishing Dashboard reports, shift-click to select all of the reports, click Run on a recurring
schedule, and then click Set Recurrence. Set the schedule to daily (and format as Crystal) and to
coincide with the completion of the nightly ETL process for the Data Mart (allow a 30 minute to one hour
buffer after the ETL is expected to be done). Motive recommends that Dashboard reports be scheduled
because they have static data with predefined time frames. Scheduling reports allows them to display
immediately from cached data.
Note
Scheduling can also be configured later from the Crystal Configuration Management Tool's Manage
Objects option.
h.
At the Specify Repository Refresh and Specify Keep Saved Data screens, click Next, accepting the
default values.
i.
At the Change Default Values screen, click Review or modify properties and Next.
j.
At the Review Object Properties screen, the report title and description fields are populated from the
.rpt files' document summary information. Do not edit the titles. You can edit the descriptions, but the
changes to the descriptions will be lost if you later delete and republish the file. To make the changes to the
descriptions permanent, add them to the source .rpt file's document summary information. Click Next.
Caution Do not change the report titles at this step. The titles of the reports must be identical to the names
of the .rpt files, and the names of the HTML details files kept in install_dir\Motive\
Datamart 6.1\Reports\details must be the report titles with spaces removed. For
information about the file name requirements for reports, see the introduction to this section.
k.
52
At the Specify Database Credentials screen:
i.
Click the + icon next to the first item in the list and click the yellow database icon.
ii.
Enter the login for the Data Mart read-only database user, MOTREPORT, or the cwreports read-only
database user, CWRPTUSER, as appropriate.
iii.
Select Apply this information to all reports requiring a logon for DATASOURCE_NAME.
Reports
iv.
l.
Click Next.
At the Set Report Parameters screen, do not click on any fields.
Note
It is necessary to ignore the Crystal Report's warnings to avoid setting default values for the parameters
and allow the report user to set the desired date ranges for the reports. These warnings only occur for
reports containing parameters.
3.
i.
Click Next.
ii.
If your report contains parameters, a dialog box appears with the message “The selected parameter has
an invalid value. You should correct this value before continuing.” Ignore this message and click OK.
iii.
A dialog named Set parameter values appears. Click Cancel without changing anything.
iv.
You now receive one more warning message: “You have chosen to ignore an invalid parameter value.
This will likely prevent the report from scheduling properly. Would you like to continue anyway?” Click
Yes.
m.
Click Next at the Specify Format screen and Next at the screen that follows to publish the reports.
n.
Click Finish to exit the wizard.
o.
Rerun the publishing wizard and repeat these steps for each folder.
Validate at least one report from each category in the Reports folder through the Reporting Console, by confirming
that the reports appear in the proper folders.
53
a.
Open the Motive Reporting Console.
b.
Click Reporting.
c.
Select the report folder you are validating.
d.
Click a report name and enter the requested parameter values (start and end dates in most cases).
Note
If you are also prompted for a database user name and password, try the following:
1. Confirm that the account that the NT Page Server Service runs as has access to the database. Look
in the Administrative Tools and Services interface in the Windows Control Panel to see what account
the Page Server is running as. If it is running under the default System account, stop the service
and change it to an account that has network access to the database, such as the login you are
currently logged on the system as.
2. Confirm that the RPT_DM DSN is set up as a system DSN and not a user DSN.
3. Confirm that you entered the information on the Database Logon Information screen correctly.
Enter the password again from the Central Management Console or by republishing the reports.
At the Central Management Console, navigate to the affected report and click the Process tab
and Database. Clear Prompt the user for database logon when viewing if it is selected.
Enter the correct user name and password for each data source. Click Update. If you choose to
republish the reports, be sure to use the Central Management Console to delete the old report
first.
e.
Click View Report. A report should appear shortly. If the ETL has not run against an OLTP database that
contains subscriber data, the report will be empty.
Return to the Motive Reporting Console and click Service Metrics to confirm that the Dashboard reports have
been published. If ETL has not run, you will see empty reports. If the ETL has run, you should see graphs. You
should not be prompted for parameters on any dashboard reports. If you are prompted for a database logon or
parameters, see the note above.
4.
Tip
54
■
When troubleshooting reports, be sure to refresh your browser window to ensure that you are not
viewing pages from your browser's cache.
■
If there were any mistakes made during the publishing process (for example, you entered a password
incorrectly) or changes are needed, use the Crystal Reports Server web interface to edit report
properties and preview the reports as needed.
Reports
Note
Data Manager 8.4 is required if you use Oracle 11g. You can also use Data Manager with Oracle 10g;
however, for performance reasons, you should use DecisionStream 7.1 with Oracle 10g.
To upgrade from DecisionStream 7.1 to Data Manager 8.4
1.
Ensure environment variables that were set for DecisionStream 7.1 and Oracle 10g, such as PATH and
LD_LIBRARY_PATH, now reference the Data Manager 8.4 software and the 32-bit Oracle 11g client.
2.
Follow the steps for installing Data Manager 8.4 (provided in “Installing Cognos Data Manager 8.4 on the Data Mart
runtime host” on page 33), skipping the steps to create the Cognos schema and to install the Cognos catalog.
3.
Upgrade the DecisionStream 7.1 catalog to a Data Manger 8.4 catalog.
a.
Grant the cognos user an additional role:
SQL> grant unlimited tablespace to <motive_etl_admin>;
b.
Run the following catupgrade command:
$ catupgrade ORACLE "<motive_etl_admin>/<motive_etl_adminpw>@<ETL_HOST_TNS_NAME>⇦
" -c -h
This section provides the installation procedure for upgrading from 6.1 to 6.1.1. The 6.1.1 patch adds reports related to
HomeView and makes the corresponding ETL changes to support those reports.
Important
■
If you installed HomeView in a deployment with a running 6.1 Data Mart and then waited a period of
time before installing the 6.1.1 Data Mart, HomeView data for the period between the installation of
HomeView and the 6.1.1 Data Mart will be invalid. If you require valid data for this period, you must
purge all data from the Data Mart and rerun the initial load scripts.
■
Home Device Manager (HDM) is not supported in the 6.x Data Mart.
The Data Mart 6.1.1 patch modifies several portions of the ETL associated with telemetry data for HomeView. The patch
covers those portions of the ETL that have the TELEMETRY and WORKFLOWSTAT as the source and aggregated and
transformed to be reported upon by the following reports:
■
Guided Workflow Usage Summary Report
■
Last Step Details Per Subscriber Report
55
■
Workflow Summary Report
■
Home Network Device Summary Report
■
Home Network Subscriber Base Report
■
Self-Service Sessions by Gateway Device Report
These reports draw data from the following Data Mart tables:
■
■
■
■
■
■
■
■
SELFHELP_WORKFLOW
SELFHELP_WORKFLOW_RUN
SELFHELP_WORKFLOW_RUN_BY_DATE
SELFHELP_WORKFLOW_STEP_RUN
SELFHELP_ALERT_EVENT
CPE_DEVICE_TYPE
CUSTOMER_CPE_DEVICE
CUSTOMER
The structure of these tables is not altered by the patch, but the ETL logic by which they are populated is modified, in
particular the mapping between the XML found in the OLTP TELEMETRY.CONTENT column and the individual fields in
the Data Mart database is updated.
Note
If you are using Oracle 11g, you must use Cognos Data Manager 8.4. For more information, see
“Upgrading from DecisionStream 7.1 to Data Manager 8.4” on page 55.
To upgrade the Data Mart from 6.1 to 6.1.1
1.
Make sure that you have good backups of the Cognos ETL catalog database, the OLTP database, and the Data Mart
database before you begin the installation.
2.
On the Data Mart runtime host, ensure that you can connect to the target database instances for the 6.x OLTP
schema, Cognos catalog schema, and Data Mart schema before you run the pkgadd commands. Use the sqlplus
command to test that your net service names are set up correctly:
Connected to:
SQL>
3.
On the Data Mart runtime host, extract the Data Mart 6.1.1 installation scripts to a convenient location:
56
Reports
tar –xvf dm611patch.tar
4.
5.
■
■
■
■
■
The password for the MOTREPORT user on the Data Mart database.
■
■
■
■
■
Invoke the patch installation script as root. When running the script, ensure that no ETL runs are in progress or
scheduled to begin in the immediate future. The script does not perform any data migration and so does not take
long to complete. When prompted, supply the information collected in Step 4 (run chmod +x on the script to
make it executable if necessary):
./dm611patch.sh
Note
6.
The 6.1.1 Data Mart supports the new GIA/SSO mechanism added by CSM/SSM/HomeView hotfixes 6.1.0.1 and
6.1.0.6 and used by the HomeView application. (As of BCM 7.0.2, CSM and SSM are combined into the Care Manager.)
Set the following ETL parameters that control the Data Mart's interaction with this mechanism as appropriate. See
“Segmenting subscribers” on page 79 for more information:
■
CM.SEGMENTATION.USESUBJECTATTRIBUTESETS: The default value 1 indicates that the ETL should follow
the GIA/SSO path. If the value is 0, the ETL uses the original subscriber data store path. Introduced in Data
Mart 6.1.1.
■
CM.CUSTOMER.AUTHPROVIDER: Defines the authentication provider to be used. Set to
GenericIdentityAsserter if using the GIA/SSO module. Set to ReferenceSubscriberDataStore
for the subscriber data store.
57
■
■
■
CM.SUBSCRIPTION.DIRECTATTRIBUTE:
■
CM.LOCATION.ATTRIBUTENAME: This property defines the name key to use for extracting location information.
By default, this is set to region. In Data Mart 6.1, these values came out of the OLTP from the
If set to 1, the ETL maps line of business attributes directly
from the subject tables without using the attribute directory. Introduced in Data Mart 6.1.1. By default, this is
set to 0.
If set to 1, the ETL maps location attributes directly from the subject
If set to 1, the ETL maps subscription attributes directly from the
subject tables without using the attribute directory. Introduced in Data Mart 6.1.1. By default, this is set to 1.
by CM.LOCATION.DIRECTATTRIBUTE).
■
CM.SUBSCRIPTION.ATTRIBUTENAME:
■
CM.LINE_OF_BUSINESS.ATTRIBUTENAME:
This property defines the name key to use for extracting subscription
information. By default, this is set to subscription. In Data Mart 6.1, these values came out of the OLTP from
the SUBSCRIBERSTATCHANGEDATT table. When using an SSO integration and Data Mart 6.1.1 or later
by CM.SUBSCRIPTION.DIRECTATTRIBUTE).
This property defines the name key to use for extracting line of
business information. By default, in Data Mart 6.1.1 or later, this is set to ROIsegment. In Data Mart 6.1, these
values came out of the OLTP from the SUBSCRIBERSTATCHANGEDATT table. When using an SSO integration
and Data Mart 6.1.1 or later (CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values
are either derived through the attribute directory using the ROIsegment attribute (by default), or can be directly
mapped from a SUBJECTATTRIBUTE (controlled by CM.LINE_OF_BUSINESS.DIRECTATTRIBUTE).
Important If your HSD deployment has in the past used any subscriber authentication mechanism other than
the GIA/SSO module, the Data Mart cannot segment subscribers and produce valid data from OLTP
data generated by the other mechanism. Two approaches are available to address this situation:
■
Purge all Data Mart and OLTP data when you upgrade to the latest Data Mart release and run the
initial loader script to reload the Data Mart. Even for a fresh installation of the Data Mart, you
must purge all OLTP data gathered before the upgrade to the GIA/SSO module.
■
7.
Make a note of the configuration of the IIS authentication method used for the Reporting Console in your deployment.
This configuration is removed by the Reporting Console installer. See “Configuring the Reporting Console” on page 47
for more information.
8.
On the Reporting Console host, locate and run the Install.exe from the Data Mart 6.1.1 patch distribution.
9.
Follow the on-screen instructions using the following table.
58
Reports
Reporting Console installer prompts
Screen
Description
Your Value
Welcome
Introduces the installation program.
Information
Copyright information.
Directory
Specifies the directory in which to install the Data Mart.
Default: C:\Program Files\Motive.
Confirmation
Confirm that you want to install the Data Mart.
Specify ODBC setup
information
Type the net service name for the Data Mart database as
configured on the Reporting Console host, and then type
the password for the MOTREPORT user created during the
Data Mart installation. The installer creates an ODBC
connection called RPT_DM for use with the standard reports.
Information
Type the Crystal Reports Server account login and password
and the applicable authentication type.
The Motive server uses the Central Management Server
Administrator user name and password to access reports
from the Reporting Console. It stores this information in
the following file on the Reporting Console host:
path_to\Motive\Datamart 6.1\Reports\
pages-asp\RetrieveISTore.asp. See the lines
beginning UserID = and Password =. If you change the
Crystal Reports Server administrator user name or password
after running the Motive installer, edit this file and provide
the correct information.
Complete Reporting Console Click Start to complete the Data Mart installation using
Installation
the values you have entered.
Click Install.
End
Final status screen indicating that the installation was
successful.
Click Finish.
Install Creator Screen
Information about the Install Creator tool.
Click Exit.
10.
Reconfigure authentication to the Report Server using the notes made in Step 7.
11.
Publish the new HomeView reports using the instructions in “Publishing the standard ("canned") reports” on page 48.
The following reports have been added to support HomeView:
■
Guided Workflow Usage Summary Report
■
Last Step Details Per Subscriber Report
59
■
Workflow Summary Report
■
Home Network Device Summary Report
■
Home Network Subscriber Base Report
■
Self-Service Sessions by Gateway Device Report
Note
No data appears in the newly published reports until the first ETL run after installing the patch
completes.
The Data Mart 6.1.2 patch addresses the following issues:
■
During the testing of hotfix 6.1.1.4, it was discovered that SELFHELP_WORKFLOW_STEP_RUN data did not completely
match data sourced from WORKFLOWSTAT. This was the result of inaccurate calculation of step numbers which yielded
duplicate records in some cases.
■
Logic was introduced to track the number of duplicate UUIDs and send notifications when this count reached a certain
threshold. See datamart.duplicateUUID.count and datamart.duplicateUUID.count.threshold.
■
During the final stage of loading the SOFTWARE_VERSION table, the ETL is taking SOFTWARE_VERSION_KEY,
SOFTWARE_NAME, and SOFTWARE_TYPE as the composite key for the insert/update operation. By excluding
INSTALL_SOURCE as part of this composite key, variations on INSTALL_SOURCE are treated as updates rather than
inserts. This has the effect of eliminating needed combinations of the four key values in the SOFTWARE_VERSION
table.
■
High-volume customers do not need granular logging or logging of specific workflow information to the WORKFLOWSTAT
table in order to prove ROI. As a feature request, this patch allows you to selectively exclude WORKFLOWSTAT logging
to the database by using rules. Rules are a set of regular expression patterns that are used to either allow or deny
specify WORKFLOWSTAT names. See “WORKFLOWSTAT filtering” on page 76,
SH.LOAD.WORKFLOWSTAT.EXCLUSIONS, oltp.purge.workflowstat, and oltp.purge.date.
■
The OLTP view DMCM_SUBSCRIBERACCOUNTVIEW has been updated with modified logic to exclude agents.
■
The performance of the ETL is degraded within a portion of the ETL in which a non-unique join is performed. This
does not result in a full Cartesian product of the joined tables, but results in unnecessary duplicates that place an
additional burden on the database, especially in high volume environments.
■
During testing, subscriber PCs are sometimes reused without purging the generated telemetry XML, resulting in duplicate
UUID keys being sent to the OLTP database under different accounts. The Data Mart was designed to leverage uniqueness
where it is expected to exist for performance reasons; therefore, this condition results in ETL Failure. This patch purges
these artificial duplicates as they are staged in the ETL so that ETL processing can occur as designed.
60
Reports
■
The ETL logic that manages customer assignment for segmentation (CUSTOMER_SEGMENT) can inaccurately assign
effective and end date information, sometimes resulting in ETL failure.
Note
To upgrade the Data Mart from 6.1.1 to 6.1.2
Note
Perform all operations from the Data Mart runtime host.
1.
Make sure that you have a good backups of the Data Mart database before you begin the installation.
2.
The Install-6.1.2.sh script must be run as root. Ensure root has proper access to sqlplus and libraries by
executing a test connection. For example:
Connected to:
SQL>
3.
Copy the contents of the patch folder.
4.
Change the execution permissions on the installer executable as follows:
# chmod +x Install-6.1.2.sh
5.
■
■
■
■
■
■
61
6.
■
■
■
Execute the script as follows:
# bash ./Install-6.1.2.sh
Note
The Install-6.1.2.sh script does not support answer files.
When prompted, supply the information collected in the previous step.
The Data Mart 6.1.3 patch addresses the following issues:
■
Alert title and alert ID fields are either not populated or in the incorrect field.
■
As a feature request, the CUSTOMER_ENDPOINT table now contains active/inactive information in the new IS_ACTIVE
field.
■
The SUBJECT.NAME field was found to be null in the downstream ETL under some data conditions.
■
Inconsistencies have been discovered in the workflow stats portion of the ETL. Some of these inconsistencies are
related to variations in chunk size when reprocessing. That is, running a catch-up or initial load with 5 chunks yields
slightly different numbers of flows than when the same dataset is loaded with 10 chunks.
Note
To upgrade the Data Mart from 6.1.2 to 6.1.3
Note
1.
Make sure that you have a good backup of the Data Mart database before you begin the installation.
2.
The Install-6.1.3.sh script must be run as root. Ensure root has proper access to sqlplus and libraries by
executing a test connection. For example:
62
Reports
Connected to:
SQL>
3.
Copy the contents of the patch folder.
4.
# chmod +x Install-6.1.3.sh
5.
6.
■
■
■
■
■
■
■
■
■
# bash ./Install-6.1.3.sh
Note
The Install-6.1.3.sh script does not support answer files.
63
Upgrading the Data Mart from 6.1.3 to 6.1.3.1
The Data Mart 6.1.3.1 hotfix addresses the following issues:
■
SELFHELP_ALERT.ALERT_ID
is populated with ALERT_TITLE; sourcing should instead be from
ALERTSTAT.ALERTID.
■
■
■
The SELFHELP_ALERT.IS_BULLETIN field is not being set correctly.
SELFHELP_ALERT.ALERT_TITLE
is not being populated.
An edge condition on full reload has been resolved:
The original formulation of the ETL logic that establishes the minimum and maximum date boundaries for OLTP stats
is slightly flawed, in that rounding from timestamp (sub-second) to date (second resolution) is not handled optimally.
OLTP stats data is only missed for the fraction of a second at the upper edge of the date boundary. For example if
stats are logged from 06:30.13.78 (HH:MM:SS.FF, where FF is fractional seconds) through 6:45:42.32, stats from 6:45:42.00
through 6:45.42.32 would by bypassed in the initial load. They would, however, be picked up in the subsequent ETL
cycle; therefore, they are only missing for the initial load. However, because an initial load is expected to pick up ALL
data, this defect is logged to handle the loading of those last, fractional seconds of data within the initial load cycle.
■
Improved join condition on view SH_STGALERTEVENTVIEW.
Note
To upgrade the Data Mart from 6.1.3 to 6.1.3.1
Note
1.
2.
The Install-6.1.3.1.sh script must be run as root. Ensure root has proper access to sqlplus and libraries
by executing a test connection. For example:
# sqlplus user/pass@db
3.
Copy the contents of the 6.1.3.1 folder.
4.
# chmod +x Install-6.1.3.1.sh
64
Reports
5.
6.
■
■
■
■
■
■
■
■
■
# bash ./Install-6.1.3.1.sh
Note
The Data Mart 6.1.3.2 hotfix addresses the following issue:
■
Aggregation inconsistencies in ETL that populates SELFHELP_SESSION
Note
To upgrade the Data Mart from 6.1.3.1 to 6.1.3.2
Note
1.
65
2.
The Install-6.1.3.2.sh script must be run as root. Ensure root has proper access to sqlplus and libraries
by executing a test connection. For example:
# sqlplus user/pass@db
3.
Copy the contents of the 6.1.3.2 folder.
4.
# chmod +x Install-6.1.3.2.sh
5.
6.
■
■
■
■
■
# bash ./Install-6.1.3.2.sh
Note
Uninstalling the Data Mart or Reporting Console
Uninstalling the Data Mart components does not affect the relevant databases.
Uninstalling the Reporting Console
There is no uninstaller for the Reporting Console, but it can be removed manually with the following procedure.
66
Reports
To uninstall the Reporting Console
1.
2.
3.
Remove the reports virtual directory from IIS:
a.
Click Start->Run.
b.
c.
Click computername (local computer), Web Sites, Default Web Site.
d.
Right-click the reports folder in the right pane of the Internet Information Services (IIS) Manager and select
Delete.
e.
Click Yes.
f.
Close the Internet Information Services (IIS) Manager.
Remove the RPT_DM DSN from the ODBC Data Source Administrator:
a.
Click Start->Run to open the ODBC Data Source Administrator.
b.
Type odbcd32, and then click OK.
c.
Click System DSN, and then click RPT_DM to select it.
d.
Click Remove and Yes.
e.
Close the ODBC Data Source Administrator.
Delete the Datamart 6.1 directory from the installation directory (by default C:\Program Files\Motive).
Uninstalling the Data Mart packages
Use the pkginfo command to determine what Motive packages are installed on the machine. For example:
$ pkginfo |
application
application
application
application
grep Motive
MIdata610
MIetlc610
MIinst610
MOTVserv
Motive
Motive
Motive
Motive
Use the rm command to remove the directories for the Data Mart packages. For example, to remove the packages detected
by the pkginfo command above, remove their records from the system by running the following command as root in
the /var/sadm/pkg directory:
rm -rf MIdata610 MIetlc610 MIinst610 MOTVserv
Remove the Data Mart related files from the system using the rm command. For example, if the Data Mart is installed in
the default location, /opt, then run the following command at root:
Uninstalling the Data Mart packages
67
rm -rf /opt/MOTVserv
After removing the packages, you may also want to remove any remaining Motive log files in the tmp directory
(MotiveDebug*.log) and from /var/tmp (dm_init_run.log and dm_init_stats.log).
Manually upgrading or pre-creating the Data Mart schema (optional)
If site policies dictate the manual creation of the Data Mart schema owner account and schema objects (for example, if
the DBA login cannot be provided to the Data Mart installer), then the DBA has the option to run the schema creation
or upgrade scripts manually. These are separately packaged on the distribution media.
To pre-create the Data Mart schema
1.
Ensure that you have precreated the tablespaces as described in Step 2 of “To install the Data Mart” on page 21.
2.
Establish connectivity to the OLTP database and the Data Mart database. For example, create a local net service
name in the tnsnames.ora file on the Data Mart database host.
3.
Extract the datamart-install-scripts.tar, located in Solaris/English on the installation media, into
a staging directory.
4.
Create an .envvars file:
ORACLE_HOME="/opt/oracle/product/10.2.0.1" 1
DATAMART_TNS_NAME="hostname.domain.com" 2
DATAMART_USER="motdm" 3
DATAMART_PASSWORD="motive" 4
DATAMART_SYSDBA_USER="system" 5
DATAMART_SYSDBA_PASSWORD="motive" 6
REPORTS_USER="motreport" 7
REPORTS_PASSWORD="motive" 8
COGNOS_TNS_NAME="hostname.domain.com" 9
COGNOS_USER="cognos"
10
COGNOS_PASSWORD="motive"
11
COGNOS_SYSDBA_USER="system"
12
COGNOS_SYSDBA_PASSWORD="motive"
13
MOTIVE_TNS_NAME="hostname.domain.com"
MOTIVE_USER="motive_admin"
MOTIVE_PASSWORD="motive"
DB_EXISTING="false"
14
15
16
17
DB_EXE="/opt/oracle/product/10.2.0.1/bin/sqlplus"
DB_SIZE="LARGE"
19
USE_DEFAULT_TABLESPACE="false"
SKIP_MOTIVE="false"
SKIP_NETAGENT="true"
DEFAULT_USER_TS="users"
68
20
Reports
18
DEFAULT_TEMP_TS="temp"
DATA_FILE_HOME="/oracle/oradata/dmdb/DM61/" 21
INDEX_FILE_HOME="/oracle/oradata/dmdb/DM61/"
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
Enter the appropriate path for your environment.
Oracle net service name for Data Mart database.
The Data Mart schema owner. For a new installation, this user must not already exist. For an upgrade, this
user must already exist.
A password for Data Mart schema owner.
The DBA user on the Data Mart database.
The password for DBA user on Data Mart database.
The read-only report user. This user must be MOTREPORT. If this is a new installation, this user must not
already exist. If you are performing an upgrade, this user must already exist.
A password for read-only MOTREPORT user.
The net service name for the Cognos ETL catalog database. Typically, this is the same as the Data Mart
database.
Cognos ETL catalog user created in “Pre-creating the Cognos ETL catalog user and tables” on page 19. This
user must already exist.
Cognos ETL catalog user password.
The DBA user on the Cognos database.
The password for the DBA user on the Cognos database.
The net service name for OLTP database.
Motive OLTP schema owner. This user was created during the Care Manager installation.
The Motive OLTP schema owner's password.
Always set to false (case-sensitive) for both fresh-install and upgrade.
Full path to the sqlplus executable file.
One of SMALL, MEDIUM, LARGE (case-sensitive). Note: This parameter applies only if you have not pre-created
the tablespaces for the DM_USER schema owner using the supplied scripts in
datamart-sampledb-scripts.tar. If you have already created the tablespaces using those scripts (the
recommended approach), then the existing tablespaces for the user are honored.
If this true, the scripts create all Data Mart schema objects in the default tablespaces.
Identify the location on the database host of the data and index files. Omit these variables to use the default
locations.
5.
If you created your .envvars file in a Windows environment, use the dos2unix utility to ensure that the file's
linefeeds are correct.
6.
Make all of the shell scripts extracted from the tar file executable: chmod +x *.sh
7.
Run generate_defines.sh using the .envvars file you just created as an argument:
./generate_defines.sh .envvars
Confirm that a defines.sql file has been generated. Confirm that this file is generally similar to the .envvars
file. This file is used by the scripts that follow.
8.
Run the user creation scripts using the .envvars file as an argument:
Manually upgrading or pre-creating the Data Mart schema
(optional)
69
./setup_datamart_user.sh .envvars
./setup_reports_user.sh .envvars
./setup_cognos_user.sh .envvars
9.
Run schema_load.sh or schema_upgrade.sh as appropriate using the .envvars file as an argument:
./schema_load.sh .envvars
or
./schema_upgrade.sh .envvars
10.
Run post_install.sh using the .envvars file as an argument:
./post_install.sh .envvars
Restoring schemas from backups
If you must restore the Data Mart from backups, follow your site procedures and policies, but keep the following points
in mind:
■
If you import the Data Mart-related schemas from backups into a database, recreate users with privileges to match
what existed in the original database:
❐
Create the Data Mart schema owner (motdm) and MOTREPORT user as follows:
grant connect, resource, create any view,
create any sequence, create synonym,
create table, create view,
create database link to user_name;
If necessary, before importing the Data Mart schema, create the necessary tablespaces using Step 2 in “To install
the Data Mart” on page 21.
❐
■
To create the Cognos database user follow the instructions in Step 1 in “To create the initial Cognos ETL catalog
and tables” on page 19.
If you import the Data Mart-related schemas into a new Data Base, import the schemas in the following order:
1. The Cognos ETL catalog schema.
2. The Data Mart (motdm) schema.
3. The Data Mart reporting (motreport) schema.
■
After importing the schemas, check for invalid objects and recompile any views as necessary.
70
Reports
3
Data Mart Configuration and
Maintenance
■
■
■
■
■
■
Running ETL flows
Rerunning the ETL for historical data
Correcting historical data
WORKFLOWSTAT filtering
Segmenting subscribers
Data Mart ETL parameters
71
The sections below provide background information for configuring the Data Mart. In addition to addressing the items
specifically mentioned in these sub-sections, ensure that you have a backup and restore strategy consistent with your
needs. In particular, confirm that you set the Data Mart database's ARCHIVELOG setting to meet your site requirements.
Running ETL flows
The ETL loads data from the OLTP database into the Data Mart. Under normal circumstances, the ETL runs incrementally,
typically each night during off-peak hours, to minimize the impact on the performance of the OLTP database.
The loader script
The Data Mart provides a shell script to start the ETL process: path_to/Datamart/Cognos/run_dmmaster.sh.
The run_dmmaster.sh shell script supports convenience options, such as email notification, control over log file
creation, the ability to restart a failed job, and the ability to start only a specific job.
Note
The ETL runs ANALYZE on the Data Mart schema each time it runs, so it is not necessary to schedule
this as a maintenance task.
Before using the run_dmmaster.sh script, you must first customize it for your environment as described below and
use a scheduler such as Unix cron to run it at a regular interval, typically nightly. On Solaris machines, run the script
as the Unix user cognos. The run_dmmaster.cmd script is simply a wrapper that invokes run_dmmaster.sh.
To configure the run_dmmaster.sh loader script
1.
Inspect the environment variables at the top of run_dmmaster.sh and edit as necessary. In particular, confirm
that ORACLE_HOME and NLS_LANG are set correctly.
2.
The script can send email notifications to a list of addresses upon detecting a load failure. Set up error notification
in case of ETL failures by specifying the list of email addresses. To do so, modify the NOTIFY_ERR variable in the
user-editable portion of the script.
Note
By default, the MAILER and MAILER_OPTS in the run_dmmaster.sh script are set to use the
sendmail facility on Unix. Edit these appropriately for your site.
The run_dmmaster.sh script has additional command line options; however, the defaults are appropriate under normal
operating conditions.
./run_dmmaster.sh [-K n] [-R] [-J jobname]
72
Data Mart Configuration and Maintenance
-K n
Keep only n days' worth of log files. The script automatically prunes Cognos log files in the $DS_LOG_DIR that are
older than n days. This avoids buildup of unnecessary log files over time. The default value for n is 30 days.
-R
Restart the last run. This is useful if the script is being manually run. It allows for a restart of the last ETL run that
may have failed. The restart flag causes Cognos to skip over nodes in the earlier run that were successful, and just
restarts from the point of first failure.
-J jobname
Run only the specified job. This allows specific sub-components (jobstreams) of the ETL flow to be invoked, such as
only the common dimensions or only the self-service or assisted service subject areas. Because of dependencies
between sub-components, this should not normally be done without the help of Professional Services.
The run_initial_load.sh batch loader script
The run_initial_load.sh script provides a scalable way of performing very large initial loads of existing OLTP data
into the Data Mart. This utility is typically for customers with existing Motive solutions now adding the Data Mart. Only
use it for the first full load of the data or in other exceptional circumstances where large amounts of data must be reloaded.
For the scheduled, incremental loads, see “The loader script” on page 72.
In previous Data Mart releases, the batch loader script used temporary files to store information (such as at which point
it should restart if stopped) needed for processing. Beginning with the 4.13.3 release of the Data Mart, runtime ETL
processing information is stored in the Data Mart database. This allows querying of tables in the database to view current
chunk processing status. It also records information like chunk start/stop times, elapsed durations, and so on, in case
analysis is required later. Furthermore, because restart information is stored in the database as opposed to the local file
system, a failed job can be restarted from any machine that has access to the database, not just the one the initial load
started on. The new tables are BATCH_LOADER_CHUNK, an enumerated list of chunks by source, statuses, and so on,
and BATCH_LOADER_CONFIG, an internal table.
The run_initial_load.sh script is located in install_dir/MOTVserv/Datamart/Cognos. You must run this
script as the Cognos user you created in Step 1 in the procedure “To install Cognos DecisionStream 7.1 on
Solaris” on page 18.
The script can send email notifications to a list of addresses upon detecting a load failure. Set up error notification in
case of ETL failures by specifying the list of email addresses. To do so, modify the NOTIFY_ERR variable in the user-editable
portion of the script.
Note
By default, the MAILER and MAILER_OPTS in the run_dmmaster.sh script are set to use the
sendmail facility on Unix. Edit these appropriately for your site.
The run_initial_load.sh script takes several command-line arguments. In particular, review the use of the -P
argument, which defines the number of chunks into which the source data is broken up for processing. The advantage of
chunking is that very large data sets can be processed without running into rollback size or other database issues.
The run_initial_load.sh batch loader script
73
./run_initial_load.sh [-P n] [-I] [-R] [-C]
-P
n
Indicates the number of chunks into which the source dataset is to be broken. The default value is 4. Select a higher
number appropriate to the size of your dataset. Choose a number of chunks (n) so that a reasonably small amount
of data (a few day's worth) fits in each chunk. Typical values Motive has used for large loads vary from 10 to 50. A
rule of thumb is to choose a value for n so that the maxids printed on each line of stdout when the program is run
is between 30,000 and 50,000. Use the -I option to determine the optimal chunk size.
-I
Information-only mode. Calculate chunk sizes and print to screen, but do not execute the ETL. For example,
run_initial_load.sh -P 10 -I prints the date ranges and ID ranges for each of the 10 chunks. This is useful
in deciding upon an optimal number of chunks for the ETL to run by probing the source data. Added: 4.13.0
-R
Restart. This allows an initial load that has been interrupted to resume processing at the last “chunk” it was working
on. The current state is saved to the temporary directory (by default /var/tmp on Solaris). Added: 4.13.0
-C
Catch-up. This addresses the scenario where the ETL needs to pick up the delta of records from the last ETL run to
the current date, but the amount of data is too great for the incremental loader to handle and so this delta itself
needs to be handled in chunks. Using this option causes the batch loader to start generating chunks from the last
processed date/id values generated by the previous ETL run, to the end of the data in the source dataset. Without
this, it would start from the beginning of the source dataset. Added: 4.13.0
Note
The console logging of the above script prints chunk numbers as they are processed. However, it does
not print any errors on the screen. Instead, check to see if the console output has stopped short of
the maximum chunk number you expect to see—the value of n above. Detailed error logs are stored
in /var/tmp/dm_init_run.log. Run tail -f on that file to track details of the error.
When you run the initial ETL load, if you see an error like the following in
/var/tmp/dm_init_run.log:
DMS-E-GENERAL, A general exception has occurred during operation 'execute ⇦
immediate'.
ORA-01401: inserted value too large for column
Check to see if the nls_length_semantics initialization parameter is set to CHAR. If not, you
must restore the database from backups, change the parameter, and rerun the initial load script.
Very large source datasets can take a long time to complete the initial load. If, due to some unforeseen circumstance
(network outage, file system full, and so on), it is required to restart the batch loader from the point where it left off,
then use the -R option to restart the load. This option replaces the manual process used in previous releases.
In rare cases, you might see the following error:
DMS-E-YV_LOADSGIFAILED, Unable to load the 'Oracle' gateway.
74
Check the files in $ORACLE_HOME (particularly in $ORACLE_HOME/lib), and make them less restrictive by using
chmod, for example:
$chmod –r 777 $ORACLE_HOME
Important However, it is recommended that the files are not made less restrictive in a production environment.
Scheduling ETL scripts
The ETL loads data from the OLTP database into the Data Mart. Under normal circumstances, the ETL runs incrementally,
typically each night during off-peak hours to minimize the impact on the performance of the OLTP database. At each run,
the ETL automatically picks up where it left off, however long ago, and loads data up to the date returned by the formula
in datamart.loadEndDateFormula. On the ETL's first run, it starts from the earliest available record. Because this
can involve large amounts of data and time for existing installations, the Data Mart provides a special batch loader script
for initial loads. For more information, see “The run_initial_load.sh batch loader script” on page 73.
The Data Mart provides a Unix shell script, install_dir/MOTVserv/Datamart/Cognos/run_dmmaster.sh, to
start the ETL process. The run_dmmaster.sh script supports convenience options such as:
■
■
■
■
Email notification.
Switches controlling log file creation.
Switches causing the last run to restart.
The ability to start only a specific job.
To use this script, you must first customize it for your environment. Use a scheduler such as cron or the Windows task
scheduler to run it at a regular interval, typically nightly. Run the script as the Solaris user cognos.
Reject files
Under certain situations, Cognos may not be able to map incoming data for fact table loads into appropriate dimension
references. While these are generally handled by the builds (by mapping them to the UNKNOWN row in the appropriate
dimension), there is a small possibility that some particular jobstream is not handling this as expected. In this case,
“reject files” containing the data are placed in $DS_LOG_DIR. The run_dmmaster.sh script checks for the presence
of these files and moves them to time-stamped directories under $DS_LOG_DIR for analysis.
Important Reject files indicate that there is a problem at some point in the process. If the ETL process creates reject
files, contact Professional Services for help in diagnosing the problem.
Scheduling ETL scripts
75
Rerunning the ETL for historical data
In certain situations, it is necessary to reload data into the Data Mart for a given window of time in the past. For example,
if you have decided to start pulling an additional custom attribute from the OLTP schema into the Data Mart schema and
want to capture historical data over the past three months, you need to rerun the ETL to update the data in the Data Mart
schema for that time period.
Rerunning the ETL over a period in the past up to the present requires temporarily changing the
datamart.nextLoadBeginDate ETL parameter. Change this parameter to the date and time (in Oracle date format:
MM/DD/YYYY HH24:MI:SS) from which you would like to start loading. Note that datamart.currentLoadEndDate
is the upper bound on the date range.
After setting datamart.nextLoadBeginDate to the desired value, either run the loader script manually (see “The
loader script” on page 72) or let it run at its next scheduled interval. The datamart.nextLoadBeginDate is
automatically reset to the appropriate value after the ETL runs. For more information about the parameters that control
the ETL process, see “Data Mart ETL parameters” on page 82.
Correcting historical data
If correction of historical data (for example, SELFHELP_WORKFLOW_STEP_RUN or CUSTOMER_SEGMENT) is required,
back up the Data Mart, purge all data, and reload using the “The run_initial_load.sh batch loader script” on page 73
script.
WORKFLOWSTAT filtering
In some cases, high-volume customers do not need granular logging or logging of specific workflow information to the
WORKFLOWSTAT table in order to prove ROI. This section describes how to selectively exclude WORKFLOWSTAT logging
to the database by using rules. Rules are a set of regular expression patterns that are used to either allow or deny specify
WORKFLOWSTAT names.
Testing filter rules
To test the filter rules, use the following address:
https://mgdhostname.mycompany.com:7004/auditevent-webapp
■
mgdhostname.mycompany.com is the DNS for one of the following:
❐
76
Load balancer that fronts the MotiveCluster.
❐
■
Instance of the Managed Server.
7004 is the SSL port for the Managed Server.
The following parameters are requested by the form:
Parameter
Description
Username
User name for the Motive OLTP database
Password
Password for the Motive OLTP database
Database
Database name of the Motive OLTP database
Port
Port used by the listener of the Motive OLTP database.
Host
Name of the machine hosting the Motive OLTP database
From Date
Earliest date in a range against which you would like to
sample WORKFLOWSTAT data
To Date
Latest date in a range against which you would like to
sample WORKFLOWSTAT data
The following three fields are overridden if the corresponding EventFilter properties are set in the Server Configuration
Console (see “Implementing filter rules” on page 79):
■
Separator: Single character to be used as a separator for the fields specified in Fields. In the event that your rules
specification includes a separator, be sure that it matches the one designated here.
Important Do not specify any of the reserved characters for regular expressions as a separator. These include
opening square bracket ( [ ), backslash (\) , caret (^), dollar sign ($), period (.), pipe (|), question
mark (?), asterisk (*), plus sign (+), opening parenthesis ( ( ), or closing parenthesis ( ) ). Specifics
on the Java Pattern API can be found at:
http://java.sun.com/j2se/1.5.0/docs/api/java/util/regex/Pattern.html
■
Fields:
List of fields, in any order, separated by the character specified above, to be exposed as candidates for
filtering. Within the test application, these may be any one of the following.
❐
❐
❐
❐
■
flowName
step
action
status
Rules:
❐
The allow and deny rules that form the basis of the filtering mechanism.
A sample set of rules is provided in the form by default; overwrite these with your test rules.
Testing filter rules
77
❐
The rules follow the form:
allow:<regexp>
deny:<regexp>
The <regexp> in each case should follow the structure returned by the Fields parameter. For example, since the
Fields parameter is set to flowName>step>action>status in the test application, the corresponding rules to
filter everything except offlineeventswebflow that have a status of Pass would be defined as follows:
allow:offlineeventswebflow>.*>.*>Pass
deny:.*
To reverse this and allow everything except offlineeventswebflow flow names that have a status of Pass, the rules
would be defined instead as:
deny:offlineeventswebflow>.*>.*>Pass
allow:.*
The order of rules is important; if a deny rule eliminates a row before a matching allow rule is found, that row is filtered;
however, if an allow rule is placed before a deny rule that would otherwise exclude that row, it is not filtered. In other
words, the first matching condition in the set of rules preempts the remaining rules.
Submitting the form results in a table that shows the row counts of each of the flow names with and without filtering.
Iterate through the form and the resultant filtering counts until a rule specification is found that filters unneeded
WORKFLOWSTAT data while still preserving data essential to proving ROI.
Within this test application, the properties are set as follows:
Property
Value
motive.service.auditevent.EventFilter.
separator
>
fields:com.motive.commsflow.arch.
eventManager.eventClasses.WorkflowStat
flowName>step>action>status
rules:com.motive.commsflow.arch.
eventManager.eventClasses.WorkflowStat
Supplied from rules text box
The following sample set of rules represents a more complex filtering for the WORKFLOWSTAT fields flowName and
step, using the separator character >:
allow:ConnectivityFlow>(LaunchedFlow|FlowCompleted)
allow:updateflow>(UpdateStarted|DownloadingUpdates|FlowCompleted)
allow:pchealthcheck>pchealthcheck_fix_PCCheck
allow:Escalation>.*
allow:emptyrecyclebin>(start|.*Prompt.jsp)
allow:HomeView>.*
deny:.*
78
Implementing filter rules
By default, the following filter rule is applied:
deny:dispatcher|endpointregistrar|offlineeventswebflow|updateflow|infrawrapper|
solutionwrapper|ocfwrapper|gettelemetry|profilewebflow
This filters all of the flow names listed. This default filtering can be modified by changing the
defaultEventFilterXml.properties file within the auditevent-service-ejb.war file.
Alternatively, this rule can be overridden with rules set in the Server Configuration Console by adding the following
property values. See “Testing filter rules” on page 76 for a description of separator, fields, and rules:
motive.service.auditevent.EventFilter.separator
motive.service.auditevent.EventFilter.fields:com.motive.commsflow.arch.eventManager.⇦
eventClasses.WorkflowStat
motive.service.auditevent.EventFilter.rules:com.motive.commsflow.arch.eventManager.⇦
eventClasses.WorkflowStat
To log in to the Server Configuration Console, go to the following URL in a browser:
https://mgdhostname.mycompany.com:7004/server-configuration-editor
■
■
mgdhostname.mycompany.com is the DNS for one of the following:
❐
Load balancer that fronts the MotiveCluster.
❐
Instance of the Managed Server.
7004 is the SSL port for the Managed Server.
The HSD applications (Care Manager and HomeView) and the Data Mart provide a mechanism for grouping a customer's
subscribers into categories of your choosing. This mechanism, referred to as subscriber segmentation and defined in the
Motive system's attribute directories (similar to LDAP), allows you to target unique content to groups of subscribers based
on the subscriber's attributes. In turn, the groups into which subscribers are segmented are reflected in the Data Mart
and reports. Examples of attributes used to group subscribers and the groups into which they might be segmented include,
but are not limited to:
■
Service level types (such as Gold and Silver)
■
Geographic regions (such as East and West)
■
Solution types (such as high-speed data and IPTV)
Implementing filter rules
79
The category names are defined by the attribute directory mechanism in Motive Workbench. Once an attribute directory
is created and published, the changes are immediately reflected in the operation of the HSD servers and also reflected in
the Data Mart and reports for all subsequent subscriber activity after the next ETL run. See the Motive Workbench Help
for detailed information about attribute directories and publishing content generally. Note that the categories need to be
tied to one of the out-of-the box dimensions.
User account and group information is typically stored in a provider's system and not managed within the Motive
environment. However, this account and group information is required by the Motive system to determine whether a
given subscriber exists in the provider's system, the groups to which a subscriber belongs, and, using the attribute directory,
what content the subscriber should receive and further grouping information. The GIA (generic identity asserter) module
provides a mechanism for integrating with providers' SSO (single sign-on) mechanisms.
Note
The SSM/CSM 6.1 release provided a reference subscriber authentication mechanism called the
subscriber data store. This mechanism is for demonstration and testing purposes and not intended for
production use. By default, HomeView 6.1 and the 6.1.1 release of the Data Mart were configured to
use the GIA/SSO mechanism. Later releases of HomeView and Data Mart also use GIA/SSO. SSM/CSM
6.1 (with appropriate hotfixes) and later releases also use GIA/SSO. (As of BCM 7.0.2, CSM and SSM
are combined into the Care Manager.)
To support the GIA/SSO module, two child tables were added to the SUBJECT table in the OLTP schema,
SUBJECTATTRIBUTESET and SUBJECTATTRIBUTE:
Subject
ID: NUMBER(19) NOT NULL
GUID: VARCHAR2(32) NOT NULL
INSERTED: TIMESTAMP(6) NOT NULL
NAME: VARCHAR2(255) NOT NULL
PROVIDERID: NUMBER(19) NULL (FK)
SubjectAttributeSet
id: number(19,0) NOT NULL
guid: varchar2(32) NOT NULL
inserted: timestamp NOT NULL
subjectId: NUMBER(19) NULL (FK)
SubjectAttribute
subjectAttributeSetId: number(19,0) NOT NULL (FK)
key: VARCHAR2(255) NULL
value: VARCHAR2(2000) NULL
80
The SUBJECT table represents users of the system. Subjects are subscribers when authenticated by and then associated
with the appropriate (GIA) authentication provider. Each SUBJECT can have one or more SUBJECTATTRIBUTESET
tables and each SUBJECTATTRIBUTESET can have one or more SUBJECTATTRIBUTE tables. SUBJECTATTRIBUTE
tables are key/value pairs representing attributes for that subscriber in the provider's system. Logic in the GIA/SSO module
may map the provider's terminology to those categories defined in the attribute directory. For example, the integration
might be implemented so that if a subscriber's address is in Texas, he has a SUBJECTATTRIBUTE record where the
region key has a value of South.
Each record in the SUBJECTATTRIBUTESET represents the set of attributes for a given subscriber in the broadband
service provider's system at a point in time. Depending on how the GIA/SSO mechanism is integrated with the provider's
system, the subscriber might be given a new SUBJECTATTRIBUTESET at each logon, assuming his information had
changed.
Given one or more SUBJECTATTRIBUTE records for a subscriber, additional attributes can be derived from the attribute
directory. For example, the attribute directory might be set up so that all subscribers where the region is South and the
Subscription is DSL are assigned to a line-of-business of GlobeComPartner.
The following ETL parameters control the behavior of the Data Mart with respect to the GIA/SSO module and the mapping
of subscriber attributes. See “Data Mart ETL parameters” on page 82 for a complete list of ETL parameters.
■
CM.SEGMENTATION.USESUBJECTATTRIBUTESETS: The default value 1 indicates that the ETL should follow the
GIA/SSO path. If the value is 0, the ETL uses the original subscriber data store path. Introduced in Data Mart 6.1.1.
■
CM.CUSTOMER.AUTHPROVIDER: Defines the authentication provider to be used. Set to GenericIdentityAsserter
if using the GIA/SSO module. Set to ReferenceSubscriberDataStore for the subscriber data store.
■
■
■
CM.SUBSCRIPTION.DIRECTATTRIBUTE: If set to 1, the ETL maps subscription attributes directly from the subject
■
CM.LOCATION.ATTRIBUTENAME: This property defines the name key to use for extracting location information. By
default, this is set to region. In Data Mart 6.1, these values came out of the OLTP from the
(CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values are either derived through the attribute
directory from other input attributes, or can be directly mapped from a SUBJECTATTRIBUTE (controlled by
CM.LOCATION.DIRECTATTRIBUTE).
■
CM.SUBSCRIPTION.ATTRIBUTENAME: This property defines the name key to use for extracting subscription
information. By default, this is set to subscription. In Data Mart 6.1, these values came out of the OLTP from the
(CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values are either derived through the attribute
directory from other input attributes, or can be directly mapped from a SUBJECTATTRIBUTE (controlled by
CM.SUBSCRIPTION.DIRECTATTRIBUTE).
If set to 1, the ETL maps line of business attributes directly from
the subject tables without using the attribute directory. Introduced in Data Mart 6.1.1. By default, this is set to 0.
If set to 1, the ETL maps location attributes directly from the subject tables
without using the attribute directory. Introduced in Data Mart 6.1.1. By default, this is set to 1.
81
■
CM.LINE_OF_BUSINESS.ATTRIBUTENAME: This property defines the name key to use for extracting line of business
information. By default, in Data Mart 6.1.1 or later, this is set to ROIsegment. In Data Mart 6.1, these values came
out of the OLTP from the SUBSCRIBERSTATCHANGEDATT table. When using an SSO integration and Data Mart 6.1.1
or later (CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values are either derived through
the attribute directory using the ROIsegment attribute (by default), or can be directly mapped from a
SUBJECTATTRIBUTE (controlled by CM.LINE_OF_BUSINESS.DIRECTATTRIBUTE).
Important Because the attribute directory now directly affects the Data Mart and reporting, it is important not to make
modifications to the attribute directory without first understanding its impact on ETL performance and
reporting. Motive recommends that you perform tests of your changes on a non-production mirror if feasible.
Plan for extra load and time for the first ETL run after publishing the changes to the attribute directory.
If your HSD deployment has in the past used any subscriber authentication mechanism other than the GIA/SSO module,
the Data Mart cannot segment subscribers and produce valid data from OLTP data generated by the other mechanism.
Two approaches are available to address this situation:
■
Purge all Data Mart and OLTP data when you upgrade to the latest Data Mart release and run the initial loader script
to reload the Data Mart. Even for a fresh installation of the Data Mart, you must purge all OLTP data gathered before
the upgrade to the GIA/SSO module.
■
Data Mart ETL parameters that control the behavior of the ETL are stored in the ETL_PARAMETERS table. Initial (default)
values are set by the installer, and may be subsequently modified directly using SQL. These parameters are read and
written to during the ETL load process.
Important The ETL_PARAMETERS table in the OLTP schema is no longer used by the ETL process as it was in previous
Data Mart releases.
Data Mart Parameters
A .................................................................................................................................... 84
Parameter: AS.CHAT_SESSION.CUSTOMATTR1KEY ................................................................ 84
C .................................................................................................................................... 85
Parameter: CM.CUSTOMER.AUTHPROVIDER ............................................................................ 85
Parameter: CM.CUSTOMER.CORRELATIONKEY ........................................................................ 86
82
Parameter: CM.CUSTOMER.CUSTOMATTR1KEY ........................................................................ 86
Parameter: CM.CUSTOMER.LOCALEVALUEKEY ........................................................................ 87
Parameter: CM.CUSTOMER.ORGANIZATIONNAMEKEY .............................................................. 87
Parameter: CM.CUSTOMER.TESTDOMAINFILTER .................................................................... 88
Parameter: CM.LINE_OF_BUSINESS.DIRECTATTRIBUTE ....................................................... 88
Parameter: CM.LOCATION.ATTRIBUTENAME .......................................................................... 88
Parameter: CM.LOCATION.DIRECTATTRIBUTE ...................................................................... 88
Parameter: CM.SEGMENTATION.USESUBJECTATTRIBUTESETS ............................................... 89
Parameter: CM.SUBSCRIPTION.ATTRIBUTENAME .................................................................. 89
Parameter: CM.SUBSCRIPTION.DIRECTATTRIBUTE .............................................................. 89
D .................................................................................................................................... 89
Parameter: DASHBOARD.CheckForRecentShEscalation ..................................................... 89
Parameter: DASHBOARD.KEEP4XCOMPATIBILITY .................................................................. 90
Parameter: DATAMART.currentLoadEndDate ...................................................................... 90
Parameter: datamart.duplicateUUID.count .................................................................... 90
Parameter: datamart.duplicateUUID.count.threshold
............................................... 90
Parameter: DATAMART.invalidMaxDate .............................................................................. 91
Parameter: DATAMART.invalidMinDate .............................................................................. 91
Parameter: DATAMART.nextLoadBeginDate ........................................................................ 91
Parameter: DATAMART.systemLogLevel .............................................................................. 91
Parameter: dashboard.AudienceSize ................................................................................ 91
O ................................................................................................................................... 92
Parameter: oltp.purge.date ............................................................................................. 92
Parameter: oltp.purge.workflowstat .............................................................................. 92
S .................................................................................................................................... 92
Parameter: SH.HOURSTOESCALATE ....................................................................................... 92
Parameter: SH.LOAD.WORKFLOWSTAT.EXCLUSIONS .............................................................. 93
Parameter: SH.WORKFLOW_STEP_RUN.CUSTOMATTR1KEY ....................................................... 93
83
V .................................................................................................................................... 94
Parameter: VS.ANALYSTWFLOWSTEPRUN.CUSTOMATTR1KEY ................................................... 94
Parameter: VS.HOURSTOESCALATE ....................................................................................... 95
Parameter: VS.SESSION.CUSTOMATTR1KEY .......................................................................... 95
Parameter: VS.SESSIONANALYSTACTION.CUSTOMATTR1KEY ................................................. 96
Parameter: VS.WORKFLOWSTEPRUN.CUSTOMATTR1KEY ........................................................... 97
1. A
Parameter:
AS.CHAT_SESSION.CUSTOMATTR1KEY
Description:
This property defines the name key to use for extracting another piece of “Custom Attribute”
information out of the Talisma SESSIONINFOEXTERNALS table.
Default value:
View:
NULL
AS_ETLPARAMETERSVIEW, DMAS_ETLPARAMETERSVIEW
View Column:
CHAT_SESSION_ATTR1_NAME
Parameter:
Description:
Default value:
84
NULL
View:
View Column:
Parameter:
Description:
Default value:
View:
NULL
View Column:
Parameter:
Description:
Default value:
View:
NULL
View Column:
Parameter:
Description:
Default value:
View:
NULL
View Column:
2. C
Parameter:
CM.CUSTOMER.AUTHPROVIDER
Description:
Defines the authentication provider to be used. This must match the value used for the Care
Manager/HomeView server property motive.subscriberdatastore.
SubscriberDataStoreHelper.defaultAdapterProvider. Set to
GenericIdentityAsserter if using the GIA/SSO module. Set to
ReferenceSubscriberDataStore for the subscriber data store.
Default value:
subscriber
85
Valid value(s):
View:
ReferenceSubscriberDataStore, GenericIdentityAsserter
CM_ETLPARAMETERSVIEW
View Column:
CUSTOMER_AUTHPROVIDER
Parameter:
CM.CUSTOMER.CORRELATIONKEY
Description:
Discriminator to determine which field within the OLTP SUBSCRIBERFIELD table to select (this,
can be traced back to SUBSCRIBERACCOUNT).
Default value:
subscriberKey
Valid value(s):
subscriberKey, accountNumber, emailAddress, phoneNumber,
dslNumber
View:
View Column:
CUSTOMER_CORRELATIONKEY
Parameter:
CM.CUSTOMER.CUSTOMATTR1KEY
Description:
information out of the OLTP SUBSCRIBERFIELD table.
Default value:
View:
NULL
View Column:
CUSTOMER_CUSTOMATTR1_NAME
Parameter:
Description:
Default value:
View:
NULL
View Column:
Parameter:
Description:
Default value:
View:
86
NULL
View Column:
Parameter:
Description:
Default value:
View:
NULL
View Column:
Parameter:
Description:
Default value:
View:
NULL
View Column:
Parameter:
CM.CUSTOMER.LOCALEVALUEKEY
Description:
This property defines the name key to use for extracting “locale” information out of the OLTP
SUBSCRIBERFIELD table. Matches field_key and selects corresponding field_value value.
Default value:
Valid value(s):
View:
locale
locale
View Column:
CUSTOMER_LOCALEATTR_NAME
Parameter:
CM.CUSTOMER.ORGANIZATIONNAMEKEY
Description:
This property defines the name key to use for extracting “Organization” information out of the OLTP
SUBSCRIBERFIELD table. Matches field_key and selects corresponding field_value value.
Default value:
Valid value(s):
View:
companyName
companyName
View Column:
CUSTOMER_ORGATTR_NAME
87
Parameter:
CM.CUSTOMER.TESTDOMAINFILTER
Description:
Used in a test to determine if domain can be successfully extracted from email address by taking
that portion that follows the commercial at (@) sign. The success of the test depends on that portion
of the email address matching this parameter. The positive result of this test is a 1 in flag IS_TEST
that is propagated to multiple views in the Data Mart.
Default value:
Valid value(s):
View:
motive.com
motive.com
View Column:
CUSTOMER_TESTDOMAINFILTER
Parameter:
CM.LINE_OF_BUSINESS.DIRECTATTRIBUTE
Description:
If set to 1, the ETL maps line of business attributes directly from the subject tables without using
the attribute directory.
Default value:
View:
0
View Column:
LOB_ATTRIBUTE_DIRECT
Parameter:
CM.LOCATION.ATTRIBUTENAME
Description:
This property defines the name key to use for extracting location information. By default, this is set
to region. In Data Mart 6.1, these values came out of the OLTP from the
(CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values are either derived
through the attribute directory from other input attributes, or can be directly mapped from a
SUBJECTATTRIBUTE (controlled by CM.LOCATION.DIRECTATTRIBUTE). See “Segmenting
subscribers” on page 79 for more information.
Default value:
Valid value(s):
View:
region
region
View Column:
LOC_ATTRIBUTE_NAME
Parameter:
CM.LOCATION.DIRECTATTRIBUTE
Description:
If set to 1, the ETL maps location attributes directly from the subject tables without using the attribute
directory.
88
Default value:
View:
1
View Column:
LOC_ATTRIBUTE_DIRECT
Parameter:
CM.SEGMENTATION.USESUBJECTATTRIBUTESETS
Description:
When set to 1, the ETL uses the GIA/SSO path. When set to 0, the ETL uses the Subscriber Data
Store path.
Default value:
View:
1
View Column:
USE_SUBJECT_ATTRIBUTE_SETS
Parameter:
CM.SUBSCRIPTION.ATTRIBUTENAME
Description:
This property defines the name key to use for extracting subscription information. By default, this
is set to subscription. In Data Mart 6.1, these values came out of the OLTP from the
(CM.SEGMENTATION.USESUBJECTATTRIBUTESETS is set to 1), these values are either derived
through the attribute directory from other input attributes, or can be directly mapped from a
SUBJECTATTRIBUTE (controlled by CM.SUBSCRIPTION.DIRECTATTRIBUTE). See “Segmenting
subscribers” on page 79 for more information.
Default value:
Valid value(s):
View:
subscription
subscription
View Column:
SUB_ATTRIBUTE_NAME
Parameter:
CM.SUBSCRIPTION.DIRECTATTRIBUTE
Description:
If set to 1, the ETL maps subscription attributes directly from the subject tables without using the
attribute directory.
Default value:
View:
1
View Column:
SUB_ATTRIBUTE_DIRECT
3. D
Parameter:
DASHBOARD.CheckForRecentShEscalation
89
Description:
This is a boolean that instructs the logic to either consider (true) or remove from consideration
(false) whether or not a recent escalation exists. In the case where this parameter is true, there must
be no recent escalation in order for the flow to be considered a Self Service usage.
Default value:
Valid value(s):
View:
1
0 (false), 1 (true)
DA_ETLPARAMETERSVIEW
View Column:
check_recent_escal_sh
Parameter:
DASHBOARD.KEEP4XCOMPATIBILITY
Description:
Impacts calculation of ran_valued_wf_to_valued_status within
DA_STGSELFHELPSESSIONVIEW view
Default value:
View:
0
View Column:
KEEP_4X_COMPATIBILITY
Parameter:
DATAMART.currentLoadEndDate
Description:
The calculated end of the ETL window.
Default value:
View:
1990-01-01T00:00:00.000
AS_ETLPARAMETERSVIEW, DM_ETLPARAMETERSVIEW, DMAS_ETLPARAMETERSVIEW
View Column:
MAXDATE
Parameter:
datamart.duplicateUUID.count
Description:
A global counter for the number of duplicate UUID issues encountered from the time that the 6.1.1.4
hotfix was installed. Email notices are sent when this value exceeds the threshold value; therefore,
this property should be reset to 0 if such a condition is met (alternatively, the threshold can be
increased).
Default value:
0
(zero)
Parameter:
datamart.duplicateUUID.count.threshold
Description:
The threshold number of duplicate UUIDs that must be exceeded before an alert email is sent out
to the notification email specified in the launch scripts. The notification email is set within the launch
scripts (run_initial_load.sh and run_dmmaster.sh) with the variable NOTIFY_ERR.
Default:
Default value:
90
20
Parameter:
DATAMART.invalidMaxDate
Description:
A known product issue in earlier self-help client versions sometimes generated spurious time stamps
for self-help records. This attribute instructs the ETL to mark all self-help time stamps that are less
than its value to the special UNKNOWN value in the CALENDAR_DATE dimension.
Default value:
View:
SYSDATE + 1
DM_ETLPARAMETERSVIEW
View Column:
invalidmaxdate
Parameter:
DATAMART.invalidMinDate
Description:
A known product issue in earlier self-help client versions sometimes generated spurious time stamps
for self-help records. This attribute instructs the ETL to mark all self-help time stamps that are less
than its value to the special UNKNOWN value in the CALENDAR_DATE dimension.
Default value:
View:
2000-01-01T00:00:00.000
DM_ETLPARAMETERSVIEW
View Column:
invalidmindate
Parameter:
DATAMART.nextLoadBeginDate
Description:
Most tables in the OLTP schema are processed incrementally by the ETL, based on created or
modified time stamps. This attribute defines the start of an ETL window for pulling data from these
tables. By default, this attribute is not set and the window is auto-incremented by the ETL flow on
the successful completion of each day's run. However, it is possible to update this attribute manually
to force the ETL to process earlier records. The value of this attribute is a date string that must have
the following Oracle date format: MM/DD/YYYY HH24:MI:SS
Default value:
1990-01-01T00:00:00.000
Parameter:
DATAMART.systemLogLevel
Description:
Logs and event to system_event_log if the log level of the event (defined within the event) is less
than or equal to this value. Therefore, higher values of this number will yield more information in
the logging table.
Default value:
1
Parameter:
dashboard.AudienceSize
Description:
Expected size of the customer base for ROI calculations. Used to load the
PRODUCT_AUDIENCE_SIZE column in the PRODUCT dimension.
Default value:
1000000
91
View:
View Column:
default_audience_size
4. O
Parameter:
oltp.purge.date
Description:
This property specifies a date in the format MM/DD/YYYY hh:mi:ss that represents the date before
which all stats in the OLTP will be purged upon the subsequent run of the OLTP purge utility. The
following tables are affected:
ASSISTEDSTAT
ASSISTEDSTATCUSTOM
CLIENTQUEUINGSTAT
CLIENTQUEUINGSTATCUSTOM
EXTERNALCONTEXT
INSTALLSTAT
INSTALLSTATCUSTOM
SECURETUNNELINGSTAT
SECURETUNNELINGSTATCUSTOM
SUBSCRIBERSTAT
SUBSCRIBERSTATCUSTOM
TELEMETRY
TELEMETRYSTAT
TELEMETRYSTATCUSTOM
VOICEFLOWSTAT
VOICEFLOWSTATCUSTOM
WORKFLOWSTAT
WORKFLOWSTATCUSTOM
Default value:
01/01/2001 00:00:00
Parameter:
oltp.purge.workflowstat
Description:
When set to 1, this property indicates that OLTP data should be purged according to the exclusions
found in the SH.LOAD.WORKFLOWSTAT.EXCLUSIONS property upon the subsequent run of the
OLTP purge utility.
Default value:
0
5. S
Parameter:
SH.HOURSTOESCALATE
Description:
In the case of Self Service, this defines the window within which to check for recent escalations from
the same subscriber for the same problem.
Default value:
View:
92
72
SH_ETLPARAMETERSVIEW
View Column:
hourstoescalate
Parameter:
SH.LOAD.WORKFLOWSTAT.EXCLUSIONS
Description:
This property specifies a comma-delimited list of workflows that should be excluded from ETL
processing (such as endpointregistrar,dispatcher,profilewebflow). Provide a sequence
of excluded workflow names separated with commas and without spaces. The flow names are case
sensitive.
The view for workflow exclusions is dmsh_workflowstatview. The query to determine all current
workflow names is:
select key from workflowname
Default value:
NULL
Parameter:
SH.WORKFLOW_STEP_RUN.CUSTOMATTR1KEY
Description:
information out of the OLTP WORKFLOWCUSTOMSTAT table.
View:
View Column:
workflow_step_run_attr1
Parameter:
Description:
View:
View Column:
Parameter:
Description:
View:
View Column:
Parameter:
Description:
View:
93
View Column:
Parameter:
Description:
View:
View Column:
6. V
Parameter:
VS.ANALYSTWFLOWSTEPRUN.CUSTOMATTR1KEY
Description:
information out of the OLTP table that sources STG_VS_WORKFLOW_CUSTOM_STAT (sourcing has
not yet been implemented)
View:
DMVS_ETLPARAMETERSVIEW
View Column:
analyst_wflow_step_run_attr1
Parameter:
Description:
View:
View Column:
Parameter:
Description:
View:
View Column:
Parameter:
Description:
94
View:
View Column:
Parameter:
Description:
View:
View Column:
Parameter:
VS.HOURSTOESCALATE
Description:
In the case of the voice channel, this defines the window within which to check for recent escalations
from the same subscriber for the same problem.
Default value:
View:
72
VS_ETLPARAMETERSVIEW
View Column:
hours_to_escalate
Parameter:
VS.SESSION.CUSTOMATTR1KEY
Description:
information out of the OLTP table that sources STG_VS_VOICEWF_CUSTOM_STAT (sourcing has
View:
View Column:
voice_session_attr1
Parameter:
Description:
View:
View Column:
voice_session_attr2
Parameter:
Description:
95
View:
View Column:
voice_session_attr3
Parameter:
Description:
View:
View Column:
voice_session_attr4
Parameter:
Description:
View:
View Column:
voice_session_attr5
Parameter:
VS.SESSIONANALYSTACTION.CUSTOMATTR1KEY
Description:
information out of the OLTP table that sources STG_VS_ASSISTED_CUSTOM_STAT (sourcing has
View:
View Column:
voice_analyst_action_attr1
Parameter:
Description:
View:
View Column:
Parameter:
Description:
96
View:
View Column:
Parameter:
Description:
View:
View Column:
Parameter:
Description:
View:
View Column:
Parameter:
VS.WORKFLOWSTEPRUN.CUSTOMATTR1KEY
Description:
This property defines the name key to use for extracting another piece of "Custom Attribute"
not yet been implemented).
View:
View Column:
voice_workflow_step_run_attr1
Parameter:
Description:
View:
View Column:
Parameter:
Description:
97
View:
View Column:
Parameter:
Description:
View:
View Column:
Parameter:
Description:
View:
View Column:
98
4
Using Motive Reporting
■
■
■
■
■
■
Configuring the Service Metrics Dashboard
Creating custom reports
Adding reports to the Reporting Console
Removing reports from the Reporting Console
Printing and exporting reports
Configuring Crystal Reports Server for email report distribution
99
The Motive reporting solution takes advantage of the performance and flexibility enabled by the Data Mart. The reporting
solution provides numerous reports and charts detailing statistics related to adoption, installations, self-service, phone
channel, managed settings, and remote control.
In the Reporting Console, selecting Reporting displays the standard report categories, which take you to pages listing
available reports and their descriptions. Selecting Service Metrics displays the Service Metrics Dashboard which
contains usage charts for the products from the Motive Care Manager environment that are installed. Sample reports are
available on the installation media in Docs/report-samples.zip.
The current Crystal license is limited to five concurrent connects to the Crystal Report Server. Licenses are tracked by
monitoring the number of instantiated report objects stored in the Crystal Server Pages (CSP) sessions. The pageserver
setting for closing an idle connection is set to 20 minutes by default; you may want to configure this to a lower value if
the five concurrent user limitation is a problem for your deployment. To change this configuration, in the BusinessObjects
Central Management Console, click Servers, server_name.pageserver, adjust Minutes Before an Idle Connection
is Closed, and click Apply. If you require additional licenses, contact Professional Services.
Configuring the Service Metrics Dashboard
If your reporting database contains so much data that performance is a concern, you may choose to schedule an interval
for the dashboard reports rather than allowing them to be generated in real time. If you do schedule the dashboard reports,
schedule them for an off-peak time after the ETL has run. Be sure to leave an hour or so buffer for the ETL to complete
before the report is generated. For more information about scheduling reports, consult your Crystal Reports documentation.
100
The Service Metrics Dashboard
Four properties control the behavior of the dashboard, and several other properties control the ETL process that populates
the Data Mart. For details about the properties that control the ETL, see “Data Mart ETL parameters” on page 82. The
following ETL parameters configure the dashboard:
■
■
■
■
dashboard.AudienceSize
dashboard.checkForRecentSHEscalation
dashboard.AssistedServiceSolutionMapping
dashboard.Keep4XCompatibility
Configuring the Service Metrics Dashboard 101
Changes to dashboard and Data Mart ETL parameters do not appear until after the next ETL run.
Creating custom reports
Use Crystal Reports Designer, which is provided with the Data Mart, to create custom reports. To see examples of existing
reports, see the reports in install_dir\Motive\Datamart 6.1\Reports\crystal on the Reporting Console
host.
Important Apply at least the Crystal Reports 11 Release 1 Service Pack 4 patch to your Crystal Reports Designer
installation. Failure to apply this patch results in an “CrystalReportViewer - Missing prompting unit. Unable
to retrieve Object when the report is viewed” error when you run reports. Consider applying any other
available patches to Crystal Reports Designer.
For detailed instructions on how to use the designer, consult the Crystal documentation. This section contains some tips
for writing reports for use in the Reporting Console.
■
The file name of the .rpt file must match the title of the report in the file's “Summary Info.” Click File->Summary
Info to edit the summary info. The title cannot contain apostrophes.
■
You must create an HTML summary file that will appear when you click the details link from the page that lists the
reports and place it in install_dir\Motive\Server\Datamart\Reports\details. Use one of the existing
files as a template. This directory is part of a virtual IIS directory, so the files you add must be modified to have the
appropriate permissions to be served by IIS.
Important The name of the HTML details file must match the name of the .rpt file and the title of the report
except with spaces removed. For example, the .rpt file Managed Settings Attribute
Summary.rpt has an associated details file named ManagedSettingsAttributeSummary.html.
■
When creating a new report or troubleshooting an old one, note that Crystal's datasource settings sometimes get hard
coded to specific schema owners. Therefore, if a report is written against a different schema than the one to be used
in production, always test the report against both the staging schema and production schema to ensure there are no
problems. The error warns that tables do not exist, whereas they actually do exist.
To fix the problem:
1.
Open the report (but do not run it).
2.
Click Database->Set Datasource Location.
3.
In the bottom field, click Create New Connection, click ODBC (RDO), and then choose the appropriate
Datasource Name.
4.
Click Next, type the password, and click Finish.
5.
In the bottom field, highlight the new connection, click Update, and then click Close.
6.
Save the file.
102
7.
Press F5 to verify that the report runs.
8.
Republish the report using the Central Management Console to make it available through the Reporting Console.
Note
After editing this report as described, do not publish it along with other reports using the Crystal
Publishing Wizard as part of the initial installation. Instead, publish it individually through the Central
Management Console.
■
The Reports Designer sometimes considers VARCHAR2(255) fields to be memos and does not let you sort them,
group them, and so on. To reduce the size of a VARCHAR2(255) field and prevent it from becoming a memo, create
a substring formula in the view.
■
You can set up the Reports Designer to have default formats, fonts, and so on, but they apply only to new and future
fields and not to any pre-existing ones, so remember to do this before starting a report.
■
To get the date format right in a chart or graph, you can change the date default format to the format you need (for
example, Mon-YY) and then create a formula. For example, you could create a formula called month as follows:
Cdate({report_date}) where report_date is whatever attribute you are grouping your report by. Select
chart_expert, choose the Data tab and for the On change of value, change the grouping from report_date
to this new @month label formula. Highlight the new value and click the Order just below it. Make sure the This
section will be printed: value is appropriate (usually for each month).
Localizing reports
The steps for localizing reports are the same as for installing custom reports, with a few additional requirements. You
must use a localized version of Crystal Reports Designer and ensure that the appropriate language pack is installed on
the Reporting Console host. Contact BusinessObjects to obtain localized copies of Crystal products.
Adding reports to the Reporting Console
You can create new reports (.rpt files) to suit specific needs and have them appear alongside the standard reports in
the Reporting Console. If you would like to add reports to the Service Metrics Dashboard, contact Professional Services.
The following procedure assumes that the Reporting Console and Crystal Reports Server have been installed and correctly
configured and that the standard reports have already been added to the Reporting Console.
When publishing custom reports to the Reporting Console, you can create a new folder within the Reports folder or
put the new report inside an existing folder. Each folder and its description appear as a category in the Reports interface.
Localizing reports 103
The Reports interface
When creating your new report, note the following:
■
The file name of the .rpt file must match the title of the report in the file's “Summary Info.” Click File->Summary
Info to edit the summary info. The title cannot contain apostrophes.
■
You must create an HTML summary file that will appear when you click the details link from the page that lists the
reports and place it in install_dir\Motive\Server\Datamart\Reports\details. Use one of the existing
files as a template. This directory is part of a virtual IIS directory, so the files you add must be modified to have the
appropriate permissions to be served by IIS.
Important The name of the HTML details file must match the name of the .rpt file and the title of the report
except with spaces removed. For example, the .rpt file Managed Settings Attribute
Summary.rpt has an associated details file named ManagedSettingsAttributeSummary.html.
■
In the Reporting Console UI, each report appears with a description of what it is for (labeled Purpose). This text is
taken by the Reporting Console from the .rpt file's “Summary Info.” To edit this text, click the File->Summary
Info.
■
To localize a report, you must use a localized version of Crystal Reports Designer and Crystal Reports Server on a
machine with the appropriate language pack or packs installed.
104
Removing reports from the Reporting Console
To remove reports from the Reporting Console
1.
Click Start->All Programs->BusinessObjects 11->Crystal Reports Server->Publishing Wizard.
2.
Click Central Management Console. When prompted, type the user name and password you created when you
installed the Crystal Reports Server.
3.
4.
Click Folders (
).
Navigate to the report you want to remove, select the check box to the right of the report name, and click Delete.
Printing and exporting reports
When you view reports or the details from a Dashboard chart, you can print reports directly from the Crystal Viewer that
displays reports. The Crystal Viewer also enables you to export a report as a Crystal Report (.rpt), Microsoft Excel
(.xls), a Microsoft Word (.doc) or (.rtf), or a Portable Document Format (.pdf) file.
To export the report file
1.
2.
3.
Generate a report from the Reporting interface or a details report from the Service Metrics Dashboard.
On the Report page, click the Export Report icon (
).
From the drop-down list, select the format to export to. You can export to any of the following file formats:
■
■
■
■
■
Crystal Report (.rpt)
Microsoft Excel (.xls)
Microsoft Word (.doc)
Rich Text Format (.rtf)
Portable Document Format (.pdf)
4.
If desired, specify a range of pages to export from the report.
5.
Click the Click here to start download link.
The report opens in the application that is associated with the exported file format. If there is no application
associated with the exported file format, you are prompted to save the file to disk.
Removing reports from the Reporting Console 105
Configuring Crystal Reports Server for email report distribution
Crystal Reports Server supports automatic distribution of reports by email. These procedures are provided as a convenience
and contain some tips to help you use this feature effectively. For further details, see the Crystal documentation. Only
reports that do not prompt for parameters can be scheduled. If necessary, you can edit reports with parameters to default
dynamically changing date ranges, such as “Yesterday” or “Last 30 days”, and so on). To do this, you must edit the
report's view or Crystal SQL command logic. For more information, contact Professional Services.
To configure Crystal Reports Server for email report distribution
1.
2.
Click Start->All Programs->BusinessObjects 11->Crystal Reports Server->.NET Administration
Launchpad.
Click Central Management Console and then Servers (
) in the Organize pane.
3.
Click hostname.reportjobserver (Crystal Report Job Server).
4.
Click the Destinations.
5.
Select the check box for Email (SMTP), and then click the Enabled button. When prompted, click OK to confirm
the action.
6.
Click Email (SMTP).
106
7.
Configure the Properties with appropriate values. For more information on which values are appropriate, consult
the Crystal documentation and your local IT department.
■
The values you provide here for the To, From, Subject, and Message properties are default values that can
be overridden for individual reports.
■
Click the Add button by Add report viewer hyperlink to message body to add the variable
%SI_VIEWER_URL% to the message body. In the email, this variable is replaced with a hyperlink to a report
viewer. Set the default URL by clicking Object Settings on the main page of the Objects management area of
the Central Management Console.
■
Select Attach report instance to email message.
■
Select Specified File Name. Use the drop-down list and Add button to construct the template for the file
name.
Important To be recognized by Windows applications, the file name must end with the file extension, but
you must manually add a . (period) after the base file name and before the extension (%EXT%).
For example, a file name template constructed from the report title and date/time the report was
generated would be %SI_NAME%%SI_STARTTIME%.%EXT%, generating reports such as
DashboardUsage2004-05-21-14-20-11.doc
Click Update to save your changes.
8.
Log in to the Configuration Manager and restart the job server:
a.
Click Start->Programs->BusinessObjects 11->Crystal Reports Server->Central Configuration
Manager.
b.
Right-click Crystal Report Job Server, and select Restart.
To configure reports for email distribution
After you have configured Crystal Reports Server to support email distribution of reports, you can schedule individual
reports for distribution.
Important Only reports that do not prompt for parameters can be scheduled. If necessary, you can edit reports with
parameters to default dynamically changing date ranges, such as “Yesterday” or “Last 30 days”, and so
on). To do this, you must edit the report's view or Crystal SQL command logic. For more information,
contact Professional Services.
1.
From the Central Management Console, click Folders in the Organize pane and navigate to the report you would
like to schedule.
2.
Click the Schedule tab.
3.
Select the desired frequency and provide any additional information, such as the start date, end date, and so on.
Configuring Crystal Reports Server for email report distribution 107
4.
Click Schedule.
5.
Either define a destination or accept the default for the scheduled report:
6.
a.
Click Destination (below the Schedule tab).
b.
In the Destination list, click Email (SMTP).
c.
If you prefer to override the default settings you made in “To configure Crystal Reports Server for email report
distribution” on page 106, you may do so here. See Step 7 for a description of these settings.
d.
Update to save your changes.
Define a format for the scheduled report.
You may have reports distributed as Crystal .rpt files, Excel .xls spreadsheets, Word .doc files, or Adobe .pdf
files. The recipient must have Crystal Reports Designer installed to view .rpt files and an appropriate application
to read the other formats.
7.
a.
From the Schedule tab, click Format.
b.
From the Format list, click the desired format, and then click Update to save your changes.
Test the report by clicking the History tab, selecting the desired report, and clicking Run Now.
A report is sent to the appropriate email address.
108
5
Service Metrics Dashboard Report
Reference
■
■
■
■
■
The adoption report
The Install Status and Install Status details reports
Self Service Usage and Self Service Usage details reports
Phone Channel Usage and Phone Channel Details reports
The Raw Data spreadsheet
109
The Service Metrics Dashboard provides high-level metrics that help you see how your Motive solution is being used. With
a basic understanding of these metrics, you can effectively measure how subscribers are using the applications.
The Dashboard contains several pages for viewing service metrics within charts and spreadsheets and pages for dashboard
configuration. The topics that follow describe the out-of-the-box reports. These descriptions do not reflect customizations
made to the reports for your deployment.
The adoption report
For the purpose of ROI reports, there are four types of subscribers:
■
Eligible subscribers are subscribers who have access to the Motive client. The eligible subscribers total is used for
dashboard calculations and is maintained manually through the dashboard.AudienceSize ETL parameter. For
more information about ETL parameters, see the “Data Mart ETL parameters” on page 82.
■
Enabled subscribers are subscribers who have installed the Motive client.
■
Adopted subscribers are enabled subscribers who have used the client one or more times.
■
Converted subscribers are enabled subscribers who have used the client two or more times.
The Adoption page contains the following charts:
■
The Electronic Service Client Subscriber Adoption chart shows changes in the number of subscribers who are
eligible, enabled, adopted, and converted over time.
■
The Enabled Rate chart, which shows the percentage of eligible subscribers who have installed and registered the
client versus the number of eligible subscribers who have not.
■
The Adoption Rate chart, which shows the percentage of enabled subscribers who have used the client one or more
times versus the number of enabled subscribers who have not.
■
The Conversion Rate chart, which shows the percentage of subscribers who have used the Service Management
Client two or more times compared the adopted subscribers.
■
The Service Mix chart, which shows the usage count for each product/solution combination.
See also “ The Raw Data spreadsheet” on page 112.
The adoption details report
The Adoption Details page contains the following:
■
Eligible Subscribers:
110
Subscribers who have access to the Motive client.
Service Metrics Dashboard Report Reference
■
Enabled Subscribers:
■
Percent Enabled:
■
Eligible Subscribers Who Have Not Installed Motive:
Motive client but have not installed it
Subscribers who have installed the Motive client.
The percentage of eligible subscribers who have installed the Motive client.
The number of subscribers who have access to the
The following adoption details are shown relative to their usage with the Self Service client, the Assisted Service client,
and the overall client.
■
Adopted Subscribers:
times.
■
Adoption Rate: The percentage of subscribers who have used the Service Management Client one or more times
compared to enabled subscribers.
■
Converted Subscribers:
times.
■
Conversion Rate: The percentage of adopted subscribers who have used the Service Management Client two or
more times compared to the adopted subscribers.
The number of subscribers who have used the Service Management Client one or more
The number of subscribers who have used the Service Management Client two or more
You can also export the information on the Adoption Details page to other file formats. For more information, see “Printing
and exporting reports” on page 105.
The Install Status and Install Status details reports
There are four charts on this report showing:
■
The number of installations of the Service Management Client per version of the client per month.
■
The number of households (subscribers) that installed at least one Service Management Client per version of the client
per month.
■
The number of uninstallations of the Service Management Client per version of the client per month.
■
The number of households (subscribers) that uninstalled at least one Service Management Client per version of the
client per month.
The install status details page shows the same four graphs as the Install Status page in a bar chart format. In addition, by
using the Show/Hide Group Tree button (
), you can view install and uninstall counts in a tabular format.
The Install Status and Install Status details reports 111
Self Service Usage and Self Service Usage details reports
The two charts on this page show:
■
The number of valued self-service sessions per month and per line of business.
■
The number of valued self-service workflows per month for the past year broken out per workflow.
The Self Service Usage details page provides the same charts, but also provides the data in tabular format.
Phone Channel Usage and Phone Channel Details reports
The Phone Channel Usage report is a line graph showing the number of valued voice sessions per line of business per
month. The Phone Channel Details report provides the same line graph but with the information in tabular format as well.
The Raw Data spreadsheet
The raw data spreadsheet provides adoption data in a spreadsheet format for easy analysis using Excel or other tools (see
“Printing and exporting reports” on page 105). To view the raw data spreadsheet you must enter a time unit, a date range,
and select one or more lines of business to include in the report. The report contains columns for:
■
Date:
■
Self-service Subscribers:
■
Assisted Subscribers:
■
Self-service Volume:
■
Assisted Volume:
■
Enabled:
■
Self-service Adopted:
■
Self-service Converted:
■
Assisted Adopted:
The date for which these statistics apply.
The number of unique self-service subscribers.
The number of unique assisted service subscribers.
The number of self-service requests.
The number of assisted service requests.
The number of subscribers who have access to the Service Management Client.
The number of subscribers who are enabled and have used the Service Management
Client one or more times for self-service.
The number of subscribers who are enabled and have used the Service Management
Client two or more times for self-service.
The number of subscribers who are enabled and have used the Service Management Client
one or more times for assisted service.
112
■
Assisted Converted:
■
Overall Adopted: The total number of subscribers who are enabled and have used the Service Management Client
The number of subscribers who are enabled and have used the Service Management Client
two or more times for assisted service.
one or more times.
■
Overall Converted:
The total number of subscribers who are enabled and have used the Service Management
Client two or more times.
The Raw Data spreadsheet 113
114
A
Report reference
This appendix covers:
■
■
■
■
■
■
■
■
■
Service Metrics Dashboard reports
Managed settings reports
Phone support reports
Remote control reports
Self-service reports
HomeView reports
Content usage reports (legacy)
CSR productivity reports (legacy)
Service request reports (legacy)
115
Sample reports are available on the installation media in Docs/report-samples.zip.
Service Metrics Dashboard reports
Dashboard Adoption
Purpose:
Provide subscriber adoption statistics for ROI analysis.
Audience:
Project Sponsor, Executive
Included fields:
Grouped by:
Inputs:
Month
n/a
File name:
View:
n/a
DashboardAdoption.rpt
rpt_DashAdoption_Aview, rpt_DashAdoption_Bview, rpt_DashAdoption_CView
Dashboard Adoption Detail
Purpose:
Provide subscriber electronic support channels adoption statistics for ROI analysis.
Audience:
Included fields: (Section 1) Actual (Eligible subscribers, Enabled subscribers, % enabled, eligible subscribers who
have not installed Motive ) (Section 2) Self Service (Adopted subscribers, Adoption rate, Converted subscribers, conversion
rate) Assisted Service (Adopted subscribers, Adoption rate, Converted subscribers, conversion rate) and Overall (Adopted
subscribers, Adoption rate, Converted subscribers, conversion rate) (Section 3) Date, Enabled count, Adopted count,
converted count
Grouped by:
Inputs:
n/a
File name:
View:
116
Month
DashboardAdoptionDetail.rpt
rpt_DashAdopDetails_Aview, rpt_DashAdopDetails_BView
Report reference
Dashboard Summary
Purpose:
Provide high-level statistics of the system for ROI analysis.
Audience:
Included fields: Date, Self-Service Subscribers, Assisted Subscribers, Self-service Volume, Assisted Volume, Enabled,
Self-service Adopted, Self-service Converted, Assisted Adopted, Assisted Converted, Overall Adopted, Overall Converted
Grouped by:
Inputs:
Date
Begin Date, End Date, Time Unit (Day, Week, Month, Year), Line of Business
File name:
View:
DashboardSummary.rpt
rpt_DashSummaryView
Install Status
Purpose:
Track install, uninstall statistics on a monthly basis. Track versions per machine and per household.
Audience:
Included fields: Session ID, Email Address, Number of Tests, Was Escalated, Was Phone Escalated, Session's Last
Flow Run, Final Flow Status, Last Step Run Date, Last Step Run Name, Last Step Status
Grouped by:
Inputs:
n/a
File name:
View:
Version, Month
InstallStatus.rpt
rpt_DashInstallView
Install Status Detail
Purpose:
Track install, uninstall statistics on a daily and monthly basis. Track versions per machine and per household.
Audience:
Call Center Manager, Executive
Included fields: Version, Month, Day, Machine Install Count, Machine Uninstall Count, Subscriber Install Count,
Subscriber Uninstall Count
Grouped by:
none - 1detail row per record and grand total row only
Dashboard Summary 117
Inputs:
n/a
File name:
View:
InstallStatusDetail.rpt
rpt_DashInstallDetailView
Migration Report
Purpose:
Track migrated clients from 5.2 to 6.0 platform.
Audience:
Included fields: Total Number of 5.2 Clients to Migrate Overall, Date, Number of Migrated 6.0 Clients, Number of
Remaining 5.2 Clients, % Migrated
Grouped by:
Inputs:
Date
n/a
File name:
View:
MigrationReport.rpt
rpt_MigrationView
Phone Channel
Purpose:
Track performance information on the usability of Phone channel for ROI analysis.
Audience:
Project Sponsor, Call Center Manager, Executive
Included fields:
Grouped by:
Inputs:
LOB, Month
n/a
File name:
View:
n/a
PhoneChannel.rpt
rpt_DashPhoneView
Phone Channel Detail
Purpose:
118
Provide detailed information on the usability of Phone channel for ROI analysis.
Report reference
Audience:
Project Sponsor, Call Center Manager, Executive
Included fields:
Grouped by:
Inputs:
n/a
File name:
View:
Line of Business, Month, Day, Phone Valued Session Count
PhoneChannelDetail.rpt
rpt_DashPhoneDetailView
Self-Service Channel
Purpose:
Track the performance information on the usability of Self-service channel for ROI analysis.
Audience:
Included fields:
Grouped by:
Inputs:
LOB, Month
n/a
File name:
View:
n/a
SelfServiceChannel.rpt
rpt_DashSelfService_Aview, rpt_DashSelfService_Bview
Self-Service Channel Detail
Purpose:
Provide detailed information on the usability of Self-service channel for ROI analysis.
Audience:
Included fields: 1) Line of Business, Month, Day, Valued Session Count; 2) Line of Business, Workflow Name, Month,
Day, Valued Workflow Count
Grouped by:
Inputs:
n/a
File name:
View:
SelfServiceChannelDetail.rpt
rpt_DashSelfDetail_Aview, rpt_DashSelfDetail_Bview
Self-Service Channel 119
Managed settings reports
Managed Settings Attribute Summary
Purpose: Track attributes with incorrect values per session. For example, the proxy server was wrong for 100 sessions
last month.
Audience:
Call Center Manager, Engineering
Included fields:
Grouped by:
Inputs:
Line of Business, Attribute, Date
Begin Date, End Date, Time Unite (Day, Week, Month, Year), Line of Business
File name:
View:
Line of Business, Attribute with Wrong Settings, Date, Count of Failures, Total Sessions, % Failed
Managed Settings Attribute Summary.rpt
rpt_MgdSettingsAttributeView
Managed Settings Display Group Summary
Purpose: Track display groups with incorrect values per session. For example, the email settings were incorrect for
2000 incidents last month, Connectivity settings incorrect for 3000 sessions etc.
Audience:
Call Center Manager, Engineering
Included fields:
Failed
Grouped by:
Inputs:
120
Line of Business, Display Group, Date
Begin Date, End Date, Time Unite (Day, Week, Month, Year), Line of Business
File name:
View:
Line of Business, Display Group with Wrong Settings, Date, Count of Failures, Total Sessions, %
Managed Settings Display Group Summary.rpt
rpt_MgdSettingsGroupView
Report reference
Phone support reports
Call Deflection
Purpose: Analyze phone channel ROI. Use this report in conjunction with similar reports from the IVR and call
tracking systems.
Audience:
Call Center Manager
Included fields: Line of Business, Session Created Date/Time, Session Closed Date/Time, Session Key, Account
Number, CRM Ticket ID, Last Call Flow Step, Resolved (y/n), Resolution Status, Remote Control Used? (y/n)
Grouped by:
Inputs:
Begin Date, End Date (based on session closed date/time), Line of Business
File name:
View:
Line of Business, Resolution Status
Call Deflection.rpt
rpt_CallDeflectionView
Call Detail Record
Purpose:
Analyze individual call performance and satisfaction.
Audience:
Call Center Manager, CSRs
Included fields: Line of Business, Session Created Date/Time, Session Closed Date/Time, Session Key, CRM Ticket
ID, Account Number, CSR Login Name, DNIS, ANI, CSR Created? (y/n), Automated Call Time, Exit Status, Exit Step,
Transfer Number, Diagnostic Collected (y/n), Diagnostic Code Count, Analyst Workflow Run? (y/n), Count of Analyst
Workflows, Remote Control Used? (y/n)
Grouped by:
Inputs:
Begin Date/Time, End Date/Time (based on session closed date/time), Line of Business
File name:
View:
Line of Business, Account Number, Session Key
Call Detail Record.rpt
rpt_CallDetailRecordView
Call Flow Tuning
Purpose:
Evaluate flow usability by correlating incident end states with number of steps taken and last of steps taken.
Phone support reports 121
Audience:
Call Center Manager
Included fields: Line of Business, Last Flow Step, Session Status, Session Created Date/Time, Session Closed
Date/Time, Session Key, Account Number, CRM Ticket ID, Diagnostic Collected (y/n), Diagnostic Code Count, Analyst
Workflow Run? (y/n), Count of Analyst Workflows, Resolved in Workflow, # of Flow Steps, Remote Control Used?
Grouped by:
Inputs:
Begin Date/Time, End Date/Time (based on session closed date/time)
File name:
View:
Line of Business, Last Flow Step, Session Status
Call Flow Tuning.rpt
rpt_CallFlowTuningView
Call Hang Up Report
Purpose:
Provide number of calls abandoned with relevant captured data.
Audience:
Call Center Manager
Included fields: Line of Business, Session Created Date/Time, Session Closed Date/Time, Session Key, Account
Number, CRM Ticket ID, Call Flow Step Abandoned
Grouped by:
Inputs:
Begin Date/Time, End Date/Time (based on session closed date/time), Line of Business
File name:
View:
Line of Business, Session Key
Call Hang Up Report.rpt
rpt_CallHangUpReportView
Call Summary Activity Report
Purpose:
Analyze calls resolved through self-service and compare with number escalated.
Audience:
Call Center Manager
Included fields: Line of Business, Date, Number of Sessions, Number CSR Created; Number Resolved, Number
Escalated to CSR, Number Hung Up, Number of Zero Outs, Number of Times Diagnostic Code Checked, Average Workflow
Steps, Number of Times Remote Control Used, Average Automated Call Time
Grouped by:
Inputs:
122
Line of Business, Date
Begin Date, End Date, Line of Business
Report reference
File name:
View:
Call Summary Activity Report.rpt
rpt_CallSummaryView
Remote control reports
Duration of Remote Control Sessions by CSR
Purpose: Evaluate CSR performance in remote control sessions. Includes both assisted service chat sessions and
phone sessions.
Audience:
Call Center Manager, CSR Manager
Included fields: Data Source, Line of Business, Date, CSR, Total Number of Sessions, Number with Remote Control,
% with Remote Control, Average Duration with Remote Control, Average Duration without Remote Control
Grouped by:
Inputs:
Begin Date, End Date, Line of Business, Time Unit (Day, Week, Month, Year)
File name:
View:
Data Source, Line of Business, Date
Duration of Remote Control Sessions by CSR.rpt
RPT_RCSessionCSRVIEW
Remote Control Sessions by Date
Purpose: Compare the average duration of a session with remote control against the average duration of an session
without remote control. Includes both assisted service chat sessions and phone sessions.
Audience:
Included fields: Data Source, Line of Business, Date, Total Number of Closed Sessions, Number with Remote Control,
% with Remote Control, Average Duration with Remote Control (secs), Average Duration without Remote Control (secs)
Grouped by:
Inputs:
Begin Date, End Date, Line of Business, Time Unit (Day, Week, Month, Year)
File name:
View:
Data Source, Line of Business, Date
Remote Control Sessions by Date.rpt
rpt_RCSessionDateView
Remote control reports 123
Remote Control Sessions by Time
Purpose: Compare the average duration (broken out by minutes) of a session with remote control against the average
duration of an session without remote control. Includes both assisted service chat sessions and phone sessions.
Audience:
Included fields: Data Source, Line of Business, Minutes, Total Number of Closed Sessions, Number with Remote
Control, % with Remote Control, Number without Remote Control, % without Remote Control
Grouped by:
Inputs:
File name:
View:
Data Source, Line of Business, Minutes
Remote Control Sessions by Time.rpt
rpt_RCSessionTimeView
Self-service reports
Failed Tests
Purpose:
Summarize the number of problems found per problem area.
Audience:
Content Manager, Call Center Manager
Included fields:
Grouped by:
Inputs:
Product, Line of Business, Workflow, Test(s)
File name:
View:
Workflow, Test(s), Count of Sessions
Failed Tests.rpt
rpt_FailedTestsView
Last Step Details per Subscriber
Purpose:
Audience:
124
Evaluate the flow based on details of the last step per subscriber.
Report reference
Included fields: Session ID, Email Address, Number of Tests, Was Escalated, Was Phone Escalated, Session's Last
Flow Run, Final Flow Status, Last Step Run Date, Last Step Run Name, Last Step Status
Grouped by:
Inputs:
File name:
View:
Product, Line of Business, Session ID
Last Step Details per Subscriber.rpt
rpt_LastStepDetailsPerSubView
Self-Service Session Report
Purpose:
Track valued self-service session statistics.
Audience:
Call Center Manager, Project Sponsor
Included fields:
Grouped by:
Inputs:
Line of Business, Date
File name:
View:
Line of Business, Date, Total Session Count, Valued Session Count, Percentage of Sessions Valued
Self-Service Session Report.rpt
rpt_SelfHelpSessionView
Service Alert Summary
Purpose:
timeframe.
Summarize the number of service alerts by problem area (alert context) and by action taken in a given
Audience:
Call Center Manager, Project Sponsor
Included fields:
Grouped by:
Inputs:
Line of Business, Alert Valued Status, Alert Context, Action, Alert Name, Date
File name:
View:
Line of Business, Alert Valued Status, Alert Context, Action, Alert Name, Date, Count of Alert Events
Service Alert Summary.rpt
rpt_AlertSummaryView
Self-Service Session Report 125
Workflow Usage Summary
Purpose: Summarize workflow usage, including final disposition. Display the number of times various workflows ran.
Show the number of escalations and the number of times the phone escalation page is presented.
Audience:
Call Center Manager, Content/Workflow Manager, Project Sponsor
Included fields: Product, Line of Business, Workflow Value Status, Workflow Name, Status, Status Value, Date,
Number of Workflows, Escalations, Percentage (for Escalations), Phone Page, Percentage (for Phone Pages)
Grouped by:
Inputs:
File name:
View:
Product, Line of Business, Workflow Valued Status, Workflow Name, Status, Date
Workflow Usage Summary.rpt
rpt_WorkflowSummaryView
HomeView reports
Guided Workflow Usage Summary
Purpose: Summarize workflow usage, including final disposition. Display the number of times various workflows ran.
Show the number of escalations and the number of times the phone escalation page is presented.
Audience:
Included fields: Product Type, Date, Workflow Name, Number of Workflows, Escalations, % of Escalations, Phone
Page, % of Phone Page
Grouped by:
Inputs:
Begin Date, End Date, Product Type
File name:
View:
Date
Guided Workflow Usage Summary.rpt
rpt_GuidedWkflowUsageRSubview
Data Mart Tables:
SELFHELP_WORKFLOW, SELFHELP_WORKFLOW_RUN, SELFHELP_WORKFLOW_STEP_RUN,
126
Report reference
Last Step Details Per Subscriber
Purpose:
Evaluate the flow based on details of the last step per subscriber.
Audience:
Included fields: Session ID, Email Address, Number of Tests, Was Escalated, Was Phone Escalated, Final Flow
Problem, Final Flow Status, Last Step Run Date, Last Step Run Name, Last Step Status
Grouped by:
Inputs:
File name:
View:
Last Step Details Per Subscriber.rpt
rpt_LastStepDetailsPerSubview
Data Mart Tables:
Workflow Summary
Purpose:
Summarize workflow usage for the last steps of each session.
Audience:
Call Center Manager, Content/Workflow Manager, Project Sponsor
Included fields: Product Type, Workflow Run Date, Flow Name, Flow Status, count of sessions, % E-support Escalated,
% Phone Escalated
Grouped by:
Inputs:
File name:
View:
Flow Name, Flow Status
Workflow Summary.rpt
rpt_WorkflowSummaryView
Data Mart Tables:
Home Network Device Summary
Purpose:
Audience:
Track the number of CPE devices in the subscriber base by manufacturer and model per first detection date.
Last Step Details Per Subscriber 127
Included fields:
Grouped by:
Inputs:
Product Class, Date, Manufacturer, Model
Time Unit (Day, Week, Month, Year), Begin Date, End Date
File name:
View:
Product Class1, Date2, Manufacturer, Model, CPE Count3.
Home Network Device Summary.rpt
rpt_HnwDeviceSummaryView
Data Mart Tables:
CUSTOMER_CPE_DEVICE, CPE_DEVICE_TYPE, CALENDAR_DATE
Home Network Subscriber Base
Purpose:
Track the number of home networks in the subscriber base by manufacturer and model.
Audience:
Included fields: Manufacturer, Model, Home Network Count, Subscriber Count, Networks with File Share Count,
Networks with Printer Share Count, Networks with Wireless LAN Count
Grouped by:
Inputs:
Line of Business
File name:
View:
Line of Business, Manufacturer, Model
Home Network Subscriber Base.rpt
rpt_HnwSubscriberSView
Data Mart Tables:
MANAGED_NETWORKS_BY_CPE, CPE_DEVICE_TYPE, LINE_OF_BUSINESS, LOCATION
Self-Service Sessions by Gateway Device
Purpose: Correlate gateway/router models to self-service sessions. This report can help you determine which router
models are detected in the context of self-service sessions.
Audience:
1
Identifies the class of product for which the serial number applies. For a given manufacturer, this identifies the product or class of product over which
the serial number is unique.
2
The date that the CPE first gained network connectivity.
3
Count of distinct CPE devices (CUSTOMER_CPE_DEVICE_KEY), grouped by product class, manufacturer, model, detection date, and (redundantly)
week_start_date, month_start_date, year_start_date
128
Report reference
Included fields:
Sessions
Grouped by:
Inputs:
Line of Business, Date, Manufacturer, Model, Firmware Version
Time Unit (Day, Week, Month, Year), Begin Date, End Date, Line of Business
File name:
View:
Line of Business, Date, Manufacturer, Model, Firmware Version, Total Session Count, % of Total
Self-Service Sessions by Gateway Device.rpt
rpt_SelfServiceByHnwView
Content usage reports (legacy)
Self-Service Content Usage by Subscriber
Purpose: Evaluate content by frequency of use to determine what content should be removed or repositioned in the
site for better use.
Audience:
Content Manager
Included fields: Date Created, Content Name, Request Status, Email Address, Total Number of Content Usages by
User for the Day, Total Number of Content Usages by User
Grouped by:
Inputs:
Start Date, End Date
File name:
View:
Email Address
Self-Service Content Usage by Subscriber.rpt
RPT_SelfContentUsageBySubVIEW
Stale Content Report
Purpose:
Summarize content access for a specified date range. Lists the bottom 25% of all content access.
Audience:
Content Manager
Included fields:
pages
Grouped by:
Inputs:
Site Location (Content Path), sub-totals for Number of Visits (per site), Total # Visits for all content
Site Location (Content Name)
Content usage reports (legacy) 129
File name:
View:
Stale Content Report.rpt
RPT_StaleContentReportVIEW
Top Ten Content Pages
Purpose:
Identify the ten most popular pieces of content to use as a model for new content.
Audience:
Included fields:
content pages
Grouped by:
Inputs:
Site Location (Content Name) - Top 10
File name:
View:
Site Location (Content Path), sub-totals for Number of Visits (per site), Final Total # Visits for all
Top Ten Content Pages.rpt
RPT_TopTenContentPagesVIEW
Top Ten Maps
Purpose:
Identify the ten most popular pieces of active content to use as a model for new content.
Audience:
Included fields:
content pages
Grouped by:
Inputs:
File name:
View:
Top Ten Maps.rpt
RPT_TopTenMapsVIEW
Top Ten Static Content Pages
Purpose:
Audience:
130
Identify the ten most popular pieces of static content to use as a model for new content.
Report reference
Included fields:
content pages
Grouped by:
Inputs:
File name:
View:
Top Ten Static Content Pages.rpt
RPT_TopTenStaticContentVIEW
CSR productivity reports (legacy)
Concurrent Sessions
Purpose:
Track CSR productivity in terms of time-on-task and the number of sessions worked in total and concurrently.
Audience:
Included fields: (Section 1) Day, Date, CSR Name, Logged In Time, Available Time, On Task Time, Lunch Time,
Break Time, % Productive Time, Sessions, Total Time, Average Time, Average Concurrent Sessions; (Section 2) CSR Name,
Task, Begin Time, End Time, Total Time
Grouped by:
Inputs:
CSR Name
Date
File name:
View:
Concurrent Sessions.rpt
RPT_ConcurrentSessionsVIEW, RPT_ConcurrentSessionsBVIEW
CSR Logins
Purpose:
Track CSR productivity by evaluating their logon and logout activity.
Audience:
Included fields:
Time, Timed Out
Grouped by:
Inputs:
(Section 1) CSR Name, Elapsed Time; (Section 2) CSR Name, Login Time, Logout Time, Elapsed
(Section 1) CSR Name; (Section 2) CSR Name, Login Time
Date
CSR productivity reports (legacy) 131
File name:
View:
CSR Logins.rpt
RPT_AnalystLoginsVIEW
CSR Work States
Purpose:
Track CSR productivity by evaluating time logged in various states.
Audience:
Included fields: (Section 1) Logged In Time, Available Time, On Task Time, Lunch Time, Break Time, % Productive;
(Section 2) CSR Name, Logged In Time, Available Time, On Task Time, Lunch Time, Break Time, % Productive; (Section
3) CSR Name, Action, Start Time, End Time, Elapsed Time
Grouped by:
Inputs:
(Section 1) Date, (Section 2) Date, CSR Name; (Section 3) CSR Name, Action
Date
File name:
CSR Work States.rpt
View:
RPT_AnalystWorkStates_AVIEW, RPT_AnalystWorkStates_BVIEW,
RPT_AnalystWorkStates_CVIEW
First Session Resolution
Purpose:
Track CSR productivity by evaluating the number of times they resolved an issue within the first session.
Audience:
Included fields: Day, Date, CSR Name, Number of Sessions, Number of First Sessions, Number of First Sessions
Resolved, % of First Sessions Resolved
Grouped by:
Inputs:
Date
File name:
View:
132
Date, CSR Name
First Session Resolution.rpt
RPT_FirstSessionResolutionVIEW
Report reference
Service request reports (legacy)
Assisted Service Request Histories
Purpose:
Review daily service request patterns.
Audience:
Call Center Manager, CSR Team Lead
Included fields:
CSR, Log Event
Grouped by:
Inputs:
Service Request ID
Start Date, End Date, Time Units (seconds, minutes, or hours)
File name:
View:
Service Request ID, Date Created, Date First Assigned, Date Closed, Time to Close, Last Modified,
Assisted Service Request Histories.rpt
RPT_AsstServReqHistoriesVIEW
Assisted Service Request History for Service Request
Purpose: Research an individual service request. Use as a training tool for CSRs to show correct or incorrect flow
during a service request life cycle.
Audience:
CSR Team Lead, CSR (copy)
Included fields:
CSR, Log Event
Grouped by:
Inputs:
Service Request ID
Service Request ID, Display Time In (seconds, minutes, or hours)
File name:
View:
Service Request ID, Date Created, Date First Assigned, Date Closed, Time to Close, Last Modified,
Assisted Service Request History for Service Request.rpt
RPT_ASReqHistoryForServReqVIEW
Assisted Service Request Resolution Time
Purpose:
Audience:
Research resolution times by service request.
Service request reports (legacy) 133
Included fields:
Grouped by:
Inputs:
Service Request ID, CSR
Start Date, End Date, Display Time In (seconds, minutes, or hours)
File name:
View:
Service Request ID, Problem Area, CSR, System Time, CSR's Adjustment, Total Adjusted Time
Assisted Service Request Resolution Time.rpt
RPT_ASResolutionTimeVIEW
Assisted Service Request Resolution Time by Status
Purpose: Review the overall state of service requests in the contact center. Provide subtotals for closed, open, and
assigned requests in the contact center.
Audience:
Call Center Manger
Included fields:
Confirmed
Grouped by:
Inputs:
Status
File name:
View:
Service Request ID, Open to Assigned, Assigned to Closed Pending, Closed-Pending to Closed
Assisted Service Request Resolution Time by Status.rpt
RPT_ASResolutionTimeStatusVIEW
Assisted Service Requests by Date
Purpose:
Review the assisted service requests in a selected date range to evaluate contact center efficiency.
Audience:
Call Center Manager
Included fields:
Grouped by:
Inputs:
134
Date Created
File name:
View:
Date Created, Problem Area, Queue, CSR, Service Request ID, Last Modified, Date Closed
Assisted Service Requests by Date.rpt
RPT_ASReqByDateVIEW
Report reference
Assisted Service Requests by Problem Area
Purpose:
Evaluate the overall health of a queue by problem area.
Audience:
Included fields:
Grouped by:
Inputs:
Problem Area
File name:
View:
CSR, Queue, Service Request ID, Date Created, Date First Assigned, Date Closed, Time to Close
Assisted Service Requests by Problem Area.rpt
RPT_ASReqByProblemAreaVIEW
Assisted Service Requests by Status
Purpose: Evaluate the overall state of service requests in the contact center. Provides subtotals for closed, open, and
assigned requests in the contact center.
Audience:
Included fields:
to Close
Grouped by:
Inputs:
Status
File name:
View:
Service Request ID, CSR, Date Created, Date First Assigned, Date Last Modified, Date Closed, Time
Assisted Service Requests by Status.rpt
RPT_ASReqByStatusVIEW
Assisted Service Score Card
Purpose: Track various statistics within a given time period for assisted service sessions and incidents. This report
helps determine the provider’s ROI from Electronic Support.
Audience:
Included fields:
Grouped by:
Day, Date, Metric, Value, Target, Definition
Metric
Assisted Service Requests by Problem Area 135
Inputs:
Date
File name:
View:
Assisted Service ScoreCard.rpt
RPT_AS_ScoreCardVIEW
Average Time to Close Assisted Service Requests
Purpose:
Research queue and problem area close times. Use the information for CSR behavior enhancement.
Audience:
Call Center Manager
Included fields:
Grouped by:
Inputs:
Problem Area
File name:
View:
Problem Area, Average Time
Average Time to Close Assisted Service Requests.rpt
RPT_AvgTimeToCloseASVIEW
Cancelled Assisted Service Requests by Queue
Purpose: Research cancelled requests. Determine queue problems based on volume of cancelled service requests.
Find problem areas within queues with high cancel rates.
Audience:
Call Center Manager
Included fields: Severity, Problem Area, Service Request ID, Date Created, Total Service Requests by Company,
Total Service Requests by Queue
Grouped by:
Inputs:
File name:
View:
Queue, Company
Cancelled Assisted Service Requests by Queue.rpt
RPT_CancelledASByQueueVIEW
Closed Assisted Service Requests by Company
Purpose:
136
Review closed service requests graphed by company.
Report reference
Audience:
Call Center Manager
Included fields:
by Company
Grouped by:
Inputs:
Company, Severity
File name:
View:
CSR, Problem Area, Status, Service Request ID, Date Created, Date Closed, Total by Severity, Total
Closed Assisted Service Requests by Company.rpt
RPT_ClosedASByCompanyVIEW
Closed Assisted Service Requests by Queue
Purpose:
Review closed service requests graphed by queue to queues with low closure rates that need further analysis.
Audience:
Call Center Manger
Included fields:
Grouped by:
Inputs:
Queue, CSR
File name:
View:
Problem Area, Request ID, Date Created, Date Closed, Status, Total by CSR, Total by Queue
Closed Assisted Service Requests by Queue.rpt
RPT_ClosedASByQueueyVIEW
Open Assisted Service Requests by Company
Purpose: Review open request by company and identify CSRs with too many open requests, queues within the company
and problem areas.
Audience:
Call Center Manager
Included fields: CSR, Problem Area, Service Request ID, Date Created, Last Modified, Total Service Requests by
Severity, Total Service Requests by Company
Grouped by:
Inputs:
File name:
View:
Company, Severity
Open Assisted Service Requests by Company.rpt
RPT_OpenASByCompanyVIEW
Closed Assisted Service Requests by Queue 137
Remote Control Incidents by Date
Purpose: Compare the average duration of an incident with remote control against the average duration of an incident
without remote control.
Audience:
Included fields: Date, Total Number of Closed Incidents, Number with Remote Control, Average Duration with
Remote Control (secs), Average Duration without Remote Control (secs)
Grouped by:
Inputs:
Date/Month
Start Date, End Date (based on Incident Created date)
File name:
View:
Remote Control Incidents by Date.rpt
RPT_RCIncidentsByDateVIEW
Service Level by Incident Report
Purpose:
Track the number of incidents that met SLA requirements.
Audience:
Included fields: (Section 1) Day, Date, Total Incidents, # Met SLA, % SLA, AAT, ASFR, ASR; (Section 2) Customer
Age, Incidents; (Section 3) Incident ID, Create Time, Assign Time, First Response Time, Closed Time, Elapsed Assign
Time, Elapsed First Response, Elapsed Response
Grouped by:
Inputs:
Date
File name:
View:
(Section 1) Date; (Section 2) Customer Age; (Section 3) Date, Incident ID
Service Level by Incident Report.rpt
RPT_SLAbyIncident_AVIEW, RPT_SLAbyIncident_BVIEW
Service Requests Escalated from Voice Incident
Purpose:
Provide count of Assisted Service Electronic sessions that were escalated from voice.
Audience:
Included fields:
Grouped by:
138
Date, Service Request Total, Total Escalated from Voice
Date/Month
Report reference
Inputs:
Start Date, End Date (based on Incident Created date)
File name:
View:
Service Requests Escalated from Voice Incident.rpt
RPT_SREscalatedFromVoiceVIEW
Session Report
Purpose:
Track session and incident statistics, as well as CSR specific session counts with times.
Audience:
Included fields: (Section 1) Day, Date, Metric, Value, Definition; (Section 2) AST Progress, Sessions, Percentage;
(Section 3) CSR Name, Sessions, Total Time, Average Time; (Section 4) CSR Name, Incident ID, Start Time, End Time,
Session Time
Grouped by:
Incident ID
Inputs:
Date
File name:
View:
(Section 1) Date, Metric; (Section 2) AST Progress; (Section 3) CSR Name; (Section 4) CSR Name,
Session Report.rpt
RPT_SessionReportAVIEW, RPT_SessionReportBVIEW, RPT_SessionReportCVIEW
System Statistics
Purpose:
Summarize contact center performance.
Audience:
Call Center Manager
Included fields: Day and Date, Number Close Request, Number Incident Received, Number Closed, AHT (avg handle
time), ASA(avg speed of answer), Number Maps Sent, Number of CSRs Online
Grouped by:
Inputs:
File name:
View:
Month, Date
System Statistics.rpt
RPT_SystemStatisticsVIEW
Session Report 139
140
Report reference
B
Data Mart schema reference
This appendix covers:
■
■
■
■
■
■
Common dimensions and fact tables
Self-service (SELFHELP) tables
Phone channel tables
Chat tables
Service metrics dashboard tables
Miscellaneous tables
141
This appendix is a comprehensive reference for the Data Mart schema, providing descriptions, examples, and the source
for the tables and columns in the schema.
All tables have the following general characteristics:
■
a primary key column is generated either from a SEQUENCE or as an non-decreasing integral value by the ETL loader
application
■
a DM_CREATED_DATE column indicates the time the record was inserted into the Data Mart
■
a DM_UPDATED_DATE column indicates the time the record was last updated by the ETL
Note
In each dimension table, the first two rows are reserved to handle UNDEFINED or UNKNOWN values. This allows the
storage of data that is missing the information needed to resolve dimensional references. Instead of being discarded, they
are still retained in the Data Mart, but point to special rows that indicate bad source data. Because of these, foreign key
columns in fact and summary tables are always NOT NULL, making queries simpler and more efficient. It is probably an
abnormal situation if you are seeing large number of UNDEFINED or UNKNOWN values in your fact data.
■
UNDEFINED—missing
■
UNKNOWN—invalid
source data that is needed to resolve the dimension reference
source data that is needed to resolve the dimension reference.
Note
The notion of an incident as known in the 5.x BBM/CSM system no longer exists in SSM/CSM 6.1. In
this schema reference when the term "incident" is used it assumes an integration with a 3rd party CRM
system.
Common dimensions and fact tables
ANALYST
The ANALYST dimension represents CSRs (also called analysts or, less often, support engineers or SEs). The OLTP
application model does not capture organizational relationships between CSRs, such as a supervisor for a group of CSRs.
To allow grouping of reports by supervisor, the relationship is modeled by the supervisor_analyst_key attribute
in this Data Mart dimension only. This can be updated manually to point to another instance of the CSR that represents
the supervisor.
In addition to storing information about real CSRs (persons), there are a few rows in the ANALYST table that correspond
to server processes in the Motive system. These process may also invoke certain types of actions that generate logging
information. These entries are obtained as a subset of the OLTP ACCOUNT table.
142
This is a Type 1 dimension table. See the glossary entry for dimension table for more information.
ANALYST
#
Column name
ANALYST_KEY
(PK)
Description
Description: System-generated primary key.
1
Format: NUMBER NOT NULL
ANALYST_LOGIN_NAME
Description: Logon name of the CSR in the Motive system.
Example: johnqc
2
Format: VARCHAR2(255)
FIRST_NAME
3 Added: 6.1
Description: First name of the CSR
Example: John
LAST_NAME
4 Added: 6.1
Description: CSR's Last Name
Example: Smith
PUBLIC_NAME
Description: Full name of the CSR.
Example: John Q. CSR
5
EMAIL_ADDRESS
Description: Email address of the CSR.
Example: [email protected]
6
TITLE
7
Description: Job title of the CSR. This data is not collected by the Motive
system. The column is provided to be manually updated as appropriate.
DIVISION
8
Description: Division within the support organization that this CSR belongs
to. This data is not collected by the Motive system. The column is provided to
be manually updated as appropriate
ANALYST 143
ANALYST
#
Column name
Description
Description: Support organization that this CSR belongs to. This data is not
collected by the Motive system. The column is provided to be manually updated
as appropriate
ORGANIZATION
9
Description: City that this CSR is located in. This data is not collected by
the Motive system. The column is provided to be manually updated as
appropriate.
CITY
10
Description: State that this CSR is located in. This data is not collected by
the Motive system. The column is provided to be manually updated as
appropriate.
STATE
11
Description: Country that this CSR is located in. This data is not collected
by the Motive system. The column is provided to be manually updated as
appropriate.
COUNTRY
12
Description: Indicates whether this CSR still has a valid logon into the
Motive system.
IS_DELETED
13
Example: 1
Format: NUMBER
Description: 1 - this CSR is a supervisor
IS_SUPERVISOR
14 Added: 6.1
Example: 0 or 1
Format: NUMBER
SUPERVISOR_ANALYST_KEY
15
(FK)
Description: A foreign key reference to the ANALYST_KEY column in
the ANALYST table. Reference to Supervisor. Note that the Motive system
does not model the organizational relationships between CSRs. This column
must be manually updated. The default value is UNDEFINED.
CUSTOM_ATTR_1
16 Added: 4.13.0
Description: Custom attribute. Additional information that can be added in
a deployment-specific manner to facilitate custom reporting.
144
ANALYST
#
Column name
Description
CUSTOM_ATTR_2
17 Added: 4.13.0
CUSTOM_ATTR_3
18 Added: 4.13.0
CUSTOM_ATTR_4
19 Added: 4.13.0
CUSTOM_ATTR_5
20 Added: 4.13.0
CORRELATION_ID
Description: A natural key reference to a primary key in the OLTP schema.
(NK)
21
Added: 6.1
REVERSE_ACCOUNT_ID
Format: VARCHAR2(255) NOT NULL
(NK)
22
Added: 6.1
23 DM_CREATED_DATE
Description: Time stamp indicating when the record was created.
24 DM_UPDATED_DATE
Description: Time stamp indicating when the record was last updated.
ANALYST 145
ANALYST_LOOKUP
The ANALYST_LOOKUP table offers a means of correlating analysts (OLTP ANALYST table) with subjects (OLTP
SUBJECT table).
Added: 6.1
ANALYST_LOOKUP
#
Column name
ANALYST_LOOKUP_KEY
(PK)
Description
1
ANALYST_KEY
(FK)
the ANALYST table.
2
DATA_SOURCE_KEY
(FK)
3
Description: A foreign key reference to the DATA_SOURCE_KEY column
in the DATA_SOURCE table.
SUBJECT_ID
(NK)
4
ACCOUNT_ALTKEY
Description: The subject name (Source: SUBJECT.NAME).
5
AUTH_PROVIDER_NAME
6
Description: The subject provider name (Source:
SUBJECTPROVIDER.NAME).
ANALYST_LOGIN_NAME
Description: Logon username of the CSR
Example: jsmith
7
FIRST_NAME
Example: John
8
LAST_NAME
9
Example: Smith
146
ANALYST_LOOKUP
#
Column name
Description
PUBLIC_NAME
Description: CSR full name
Example: John Smith
10
EMAIL_ADDRESS
Description: Email Address of the CSR
11
TITLE
12
Description: Job title of the CSR (Chat Agent - Users that handle Chat
Sessions)
Example: Chat Agent
DIVISION
13
Description: Division within the support organization that the CSR belongs
to
Example: Default Talisma CIM Channels Department
ORGANIZATION
Description: Support organization that this CSR belongs to.
Example: SupportSoft
14
CITY
Description: City that this CSR located in
Example: Austin
15
STATE
Description: State that this CSR located in
Example: Texas
16
COUNTRY
Description: Country that this CSR located in
17
Example: USA
ANALYST_LOOKUP 147
ANALYST_LOOKUP
#
Column name
Description
SUBJECT_CREATED_DATE
Description: Creation date of subject.
Example: 2002-06-22 09:00:00
18
Format: DATE
IS_DELETED
Description: 1 - CSR has a valid logon
Example: 0 or 1
19
Format: NUMBER
IS_SUPERVISOR
Description: 1 - Analyst is a supervisor
Example: 0 or 1
20
Format: NUMBER
CORRELATION_TYPE
21
Description: This identifies the type of correlation that was used to identify
the ANALYST from its CONTACT record
Example: SUBJECT
CUSTOM_ATTR_1
Description: Custom attribute.
22
CUSTOM_ATTR_2
23
CUSTOM_ATTR_3
24
CUSTOM_ATTR_4
25
CUSTOM_ATTR_5
26
27 DM_CREATED_DATE
28 DM_UPDATED_DATE
148
ANALYST_LOOKUP_NET
Lookup table between analyst information and associated contact information in third party Customer Interaction
Management (CIM) solution such as Talisma.
Added: 6.1
ANALYST_LOOKUP_NET
#
Column name
ANALYST_LOOKUP_NET_KEY
Description
(PK)
1
ANALYST_KEY
(FK)
the ANALYST table.
2
DATA_SOURCE_KEY
(FK)
3
REPRESENTATIVE_ID
(NK)
4
ANALYST_LOGIN_NAME
Description: Logon username of the CSR
Example: jsmith
5
FIRST_NAME
Example: John
6
LAST_NAME
Example: Smith
7
PUBLIC_NAME
8
Description: CSR full name
Example: John Smith
ANALYST_LOOKUP_NET 149
ANALYST_LOOKUP_NET
#
Column name
IS_DELETED
Description
Description: 1 - CSR has a valid logon
Example: 0 or 1
9
Format: NUMBER
IS_SUPERVISOR
Description: 1 - Analyst is a supervisor
Example: 0 or 1
10
Format: NUMBER
CORRELATION_TYPE
11
the ANALYST from its CONTACT record
Example: REPRESENTATIVE
CUSTOM_ATTR_1
12
CUSTOM_ATTR_2
13
CUSTOM_ATTR_3
14
CUSTOM_ATTR_4
15
CUSTOM_ATTR_5
16
17 DM_CREATED_DATE
18 DM_UPDATED_DATE
150
ANALYST_NOTES
Notes associated with a particular analyst from a Customer Interaction Management system.
Added: 6.1
ANALYST_NOTES
#
Column name
ANALYST_NOTES_KEY
(PK)
Description
1
DATA_SOURCE_KEY
(FK)
2
ANALYST_KEY
(FK)
the ANALYST table.
3
NOTES_STAT_ID
(NK)
4
EXTERNAL_CONTEXT_ID
(NK)
5
Format: NUMBER
Description: When the Analyst notes created date
CREATED_DATE
Example: 2002-06-22 09:00:00
6
Format: DATE
CRM_TICKET_ID
(NK)
7
SUPPORT_CHANNEL_NAME
Description: Medium used by the CSR for supporting (Phone, Chat, Online)
Example: PHONE
8
SUPPORT_CHANNEL_SESSION_ID
9 (NK)
10 CUSTOM_ATTR_1
ANALYST_NOTES 151
ANALYST_NOTES
#
Column name
Description
CUSTOM_ATTR_2
11
CUSTOM_ATTR_3
12
CUSTOM_ATTR_4
13
CUSTOM_ATTR_5
14
NOTES_TEXT
Description: Text content of notes taken during an analyst session.
15
16 DM_CREATED_DATE
17 DM_UPDATED_DATE
152
CALENDAR_DATE
CALENDAR_DATE is part of the standard time dimension and stores time at the granularity of a day. For finer resolution
of time within a day, a separate TIME_OF_DAY dimension is also provided (discussed later). In addition to the standard
date information, additional fields facilitate summary along fiscal (week/quarter/year) or Julian (week/month/year)
hierarchies.
This dimension is populated by a stored procedure at the time the Data Mart is installed. By default, the CALENDAR_DATE
table is seeded with all dates from January 1, 1998 through January 1, 2009. Additional dates can inserted, if needed.
There are two special dates in this dimension table, for mapping UNDEFINED or UNKNOWN date references. The UNDEFINED
date has a value of 1/1/1000, and the UNKNOWN date has a value of 2/2/1000.
CALENDAR_DATE
#
Column name
CALENDAR_DATE_KEY
(PK)
Description
Description: The date value is formatted as YYYYMMDD and converted to
an integer to generate this primary key value. This speeds up ETL by avoiding
an extra lookup during loads.
1
Example: 20020628
DAY_DATE
Description: The “day” value stored as a database date column.
Example: 2002-06-22 09:00:00
2
Format: DATE
DAY_NAME
Description: Name of the day of the week.
Example: Sunday
3
DAY_SHORT_NAME
Description: Abbreviation for the day of the week.
Example: Sun
4
DAY_NUM_IN_WEEK
5
Description: Day number of week (1-7).
Example: 2
Format: NUMBER
CALENDAR_DATE 153
CALENDAR_DATE
#
Column name
DAY_NUM_IN_MONTH
Description
Description: Day number in month (1-31).
Example: 9
6
Format: NUMBER
DAY_NUM_IN_YEAR
Description: Day number in year (1-366).
Example: 40
7
Format: NUMBER
IS_WEEKDAY
Description: Flag if weekday (0/1).
Example: 1
8
Format: NUMBER
IS_HOLIDAY
Description: Indicates if this day is a holiday. 1 = yes, 0 = no.
Example: 0
9
Format: NUMBER
HOLIDAY_NAME
10
Description: Holiday name. This is a manually updated column that may
be populated on a deployment-specific basis to facilitate custom reporting.
Example: Christmas
WEEK_START_DATE
Description: Date of the first day in week.
Example: 2003-06-23 00:00:00
11
Format: DATE
WEEK_NAME
Description: Week name.
Example: WEEK 01
12
WEEK_SHORT_NAME
Description: An abbreviated week name.
Example: WK01
13
14 WEEK_NUM_IN_YEAR
154
Description: Week number in year (1-52).
CALENDAR_DATE
#
Column name
Description
Example: 6
Format: NUMBER
MONTH_START_DATE
Description: Date of first day in month.
Example: 20020601 00:00:00
15
Format: DATE
MONTH_NAME
Description: Name of the month.
Example: February
16
MONTH_SHORT_NAME
Description: Abbreviated name of the month.
Example: Feb
17
MONTH_NUM_IN_YEAR
Description: Month of the year (1-12).
Example: 2
18
Format: NUMBER
QUARTER_START_DATE
Description: Date of the first day in quarter
Example: 20020401 00:00:00
19
Format: DATE
QUARTER_NAME
Description: Name of the quarter.
Example: Quarter 1
20
QUARTER_SHORT_NAME
Description: Abbreviated name of the quarter.
Example: Q1
21
QUARTER_NUM_IN_YEAR
Description: Quarter number (1-4).
22
Example: 1
CALENDAR_DATE 155
CALENDAR_DATE
#
Column name
Description
Format: NUMBER
YEAR_START_DATE
Description: Date of the first day in year.
Example: 20020101 00:00:00
23
Format: DATE
YEAR_NUM
Description: Year number.
Example: 2003
24
Format: NUMBER
FISCAL_YEAR_START_DATE
Description: Fiscal year start date.
Example: 1/4/2003
25
Format: DATE
FISCAL_YEAR_NUM
Description: Fiscal year number.
Example: 2003
26
Format: NUMBER
CUSTOM_ATTR_1
27
CUSTOM_ATTR_2
28
CUSTOM_ATTR_3
29
CUSTOM_ATTR_4
30
CUSTOM_ATTR_5
31
156
CALENDAR_DATE
#
Column name
Description
32 DM_CREATED_DATE
33 DM_UPDATED_DATE
CALENDAR_DATE 157
CPE_DEVICE_TYPE
This dimension table represents a lookup table of known CPE devices by manufacturer, model name and product class.
Added: 4.13.2
CPE_DEVICE_TYPE
#
Column name
CPE_DEVICE_TYPE_KEY
(PK)
Description
1
MANUFACTURER
Description: The manufacturer of the CPE device.
Example: Linksys
2
MODEL_NAME
Description: The model name for the CPE device.
Example: WRT54G
3
PRODUCT_CLASS
Description: Identifier of the class of product. Typically, for a given
manufacturer, this is used to indicate the class of product over which the device
serial number is unique.
4
Example: Wireless-G Router
MANUFACTURER_OUI
5
Description: Organizationally unique identifier of the device manufacturer.
Typically represented using a six-hexadecimal-digit value.
Example: 000F66
DESCRIPTION
Description: Description of the CPE device.
Example: Wireless-G Router with 4 Ports
6
IS_MODEM_DEVICE
7
Description: Boolean flag indicating whether the device is a cable/DSL
modem.
Format: NUMBER
158
CPE_DEVICE_TYPE
#
Column name
IS_ROUTER_DEVICE
Description
Description: Boolean flag indicating whether the device is a router.
8
Format: NUMBER
IS_WAP_DEVICE
9
Description: Boolean flag indicating whether the device is a Wireless Access
Point.
Format: NUMBER
IS_VOIP_DEVICE
10
Description: Boolean flag indicating whether the device is a telephone
adapter for VOIP services.
Format: NUMBER
IS_SET_TOP_BOX_DEVICE
Description: Boolean flag indicating whether the device is a set-top box.
11
Format: NUMBER
IS_GAME_CONSOLE_DEVICE
Description: Boolean flag indicating whether the device is a game console.
12
Format: NUMBER
IS_MEDIA_SERVER_DEVICE
Description: Boolean flag indicating whether the device is a media server.
13
Format: NUMBER
IS_SECURITY_CAMERA_DEVICE
Description: Boolean flag indicating whether the device is a security camera.
14
Format: NUMBER
IS_FILE_SERVER_DEVICE
Description: Boolean flag indicating whether the device is a file server.
Added: 4.13.2
Format: NUMBER
IS_PRINT_SERVER_DEVICE
Description: Boolean flag indicating whether the device is a print server.
Added: 4.13.2
Format: NUMBER
15
16
17 DM_CREATED_DATE
18 DM_UPDATED_DATE
CPE_DEVICE_TYPE 159
CRM_CONTEXT_LOOKUP
Used to establish a link between the external CRM solution and externalcontext.
Added: 6.1
CRM_CONTEXT_LOOKUP
#
Column name
Description
CRM_CONTEXT_LOOKUP_KEY
(PK)
1
DATA_SOURCE_KEY
(FK)
2
CUSTOMER_KEY
(FK)
Description: A foreign key reference to the CUSTOMER_KEY column in
the CUSTOMER table.
3
Description: Foreign key to CUSTOMER_ENDPOINT.
CUSTOMER_ENDPOINT_KEY
4
EXTERNAL_CONTEXT_ID
(NK)
5
Example: PHONE
6
7 (NK)
CRM_TICKET_ID
(NK)
8
SUBSCRIBER_SUBJECT_ID
(NK)
9
Format: NUMBER
CONTEXT_CREATED_DATE
Description: Date that linkage was first established.
10
Example: 2002-06-22 09:00:00
160
CRM_CONTEXT_LOOKUP
#
Column name
Description
Format: DATE
CUSTOM_ATTR_1
11
CUSTOM_ATTR_2
12
CUSTOM_ATTR_3
13
CUSTOM_ATTR_4
14
CUSTOM_ATTR_5
15
16 DM_CREATED_DATE
17 DM_UPDATED_DATE
CRM_CONTEXT_LOOKUP 161
CUSTOMER
The CUSTOMER and CUSTOMER_ENDPOINT tables model the individual broadband subscriber. Neither the Care application
nor the Data Mart captures or reports on customer-specific information because it is assumed that a CRM system specific
to each deployment will be the system of record for such information.
The data for this dimension comes from the SUBJECT and SUBSCRIBERACCOUNT tables in the Motive support OLTP
schema; however, the precise mapping of data into CUSTOMER is field configurable.
In some cases, such as when a subscriber reinstalls a Motive client and enters his email address with different uppercase
or lowercase characters (in cases where subscribers are identified by their email address), multiple SUBJECT records
exist for the same subscriber. The ETL process can merge these multiple redundant SUBJECT records into individual
CUSTOMER records. The basis for this merge is field-configurable and is specified by the
cm.customer.correlationKey. A correlation key may be defined that specifies the unique CUSTOMER identifier
for the merge process. This key must be one of the fields in the incoming SUBSCRIBERACCOUNT records (with the
default being emailAddress):
■
■
■
■
emailAddress
accountNumber
phoneNumber
dslNumber
For more information about these parameters, see “Data Mart ETL parameters” on page 82. Alternatively, the merge
can be skipped altogether and individual CONTACT records can be left as separate CUSTOMER records.
For emailAddress and accountNumber merges, the merge operation trims whitespace and ignores case. This will,
for example, merge two contact records with email address of [email protected] and [email protected] to the same customer, if the
emailAddress merge is selected.
For phone and dslNumber merges, the phone number is also normalized, in other words, all whitespace as well as [
( ) - + ] characters are ignored in the merge process. So for example, (512) 555-5555 and 512 555 5555 will
both be compared as 5125555555.
By default, the merge process uses LAST NOT NULL semantics. If multiple CONTACT records exist for the same CUSTOMER
record, but with different data, then, for a given attribute, the last NOT NULL value (in date-sorted order) for the attribute
is preserved in the CUSTOMER table. This allows the CUSTOMER table to reflect the latest contact information.
The ETL process also omits spurious CONTACT records that result from know product issues. This behavior is also
configurable.
For the ETL parameters that can be configured, see “Data Mart ETL parameters” on page 82.
162
CUSTOMER
#
Column name
CUSTOMER_KEY
(PK)
Description
1
ACCOUNT_NUMBER
2
Description: Account number for the subscriber if gathered and if the ETL
parameter (cm.customer.correlationKey) is set to accountNumber.
This comes from the CONTACTFIELD table for support data. Last-Not-Null
semantics will be used when updating pre-existing data for this column.
Example: 123446789
PHONE_NUMBER
Description: Phone number for the subscriber, if gathered, and if the ETL
is appropriately configured. Normalization is applied to this data, so whitespace
as well as +-() characters are stripped by the ETL processing.
3
Example: 5125555555
EMAIL_ADDRESS
Description: Email address of the subscriber.
4
EMAIL_USER_NAME
Description: Derived from the email_address by the ETL processing.
Example: johnqa
5
DSL_NUMBER
Description: The DSL phone number of the subscriber, if gathered, and if
the ETL is appropriately configured. Normalization is applied to this data as
well, similar to phoneNumber
6
Example: 5128888888
FULL_NAME
Description: The subscriber's name.
Example: John Subscriber
7
8
POSTAL_CODE
Description: Postal code of the subscriber, if gathered, and if ETL is
appropriately configured.
CUSTOMER 163
CUSTOMER
#
Column name
Description
Example: 78759
CITY
9
Description: City for the subscriber, if gathered, and if ETL is appropriately
configured.
Example: Minneapolis
STATE_PROVINCE
10
Description: The subscriber's state (or province if international), if gathered,
and if ETL is appropriately configured.
Example: Kansas
COUNTRY
11
Description: The subscriber's Country, if gathered, and if ETL is appropriately
configured.
Example: France
LOCALE_VALUE
12
Description: Language setting detected for the subscriber PC, if gathered,
and if ETL is appropriately configured.
Example: en_US
ORGANIZATION_NAME
Description: ISP or other sub-organization within the providers network that
the subscriber is associated with, if the information is gathered by Motive
agents and the ETL is appropriately configured.
13
Example: Earthlink
FIRST_CONTACT_DATE
14
164
Description: This represents the first time the subscriber became known to
the Motive system. Typically this corresponds to the installation of a Motive
agent on the subscriber's PC for the electronic channel. For the phone channel,
it represents the date of the first call made into the Motive voice-response
system. In the scenario where multiple CONTACT records are merged into the
same CUSTOMER record, this represents the earliest date of all those contact
records.
CUSTOMER
#
Column name
Description
Example: 20020628 15:30:00
Format: DATE
Description: Used to flag Motive or CSR test accounts. The flag is set based
on the email-domain. By default, the email-domain is tested for motive.com,
but this is configurable. All contacts mapping to a CUSTOMER must have the
IS_TEST flag set for the IS_TEST flag to be set for the CUSTOMER.
IS_TEST
15
Example: 1
Format: NUMBER
Description: 1 - Active subscriber
IS_ACTIVE
16 Added: 6.1
Example: 1
Format: NUMBER
CUSTOM_ATTR_1
17
CUSTOM_ATTR_2
18
CUSTOM_ATTR_3
19
CUSTOM_ATTR_4
20
CUSTOM_ATTR_5
21
CORRELATION_ID
22
(NK)
Unique identifier that defines a CUSTOMER. Any of email_address,
phone_number, dsl_number, account_number, or contactId may
be specified with the cm.customer.correlationKey ETL parameter (see
CUSTOMER 165
CUSTOMER
#
Column name
Description
“Data Mart ETL parameters” on page 82). The values are normalized with
TRIM and UPPER to ensure consistency with respect to whitespace or case
differences in user input. Phone and DSL numbers are normalized.
ENDPOINT_COUNT
23
Description: The number of CUSTOMER_ENDPOINTs associated with this
subscriber.
Added: 4.13.0
Example: 2
Format: NUMBER
24 DM_CREATED_DATE
25 DM_UPDATED_DATE
166
CUSTOMER_CPE_DEVICE
This table models instances of managed CPE devices at the subscriber's premises. Data will be available in this table when
HomeView is deployed. Since this table contains many different kinds of CPE devices with different capabilities, and also
from potentially multiple applications, not all attributes may be populated, depending upon the deployment scenarios.
Added: 4.13.2
CUSTOMER_CPE_DEVICE
#
Column name
CUSTOMER_CPE_DEVICE_KEY
Description
(PK) Description: System-generated primary key.
1
CUSTOMER_KEY
(FK)
the CUSTOMER table. Refers to the subscriber associated with the CPE
device.
2
CPE_DEVICE_TYPE_KEY
(FK)
3
Description: A foreign key reference to the CPE_DEVICE_TYPE_KEY
column in the CPE_DEVICE_TYPE table. Refers to the device type
information for the CPE, organized by Manufacturer, Model and Product Class.
CREATED_DATE_KEY
4
(FK)
Description: A foreign key reference to the CALENDAR_DATE_KEY
column in the CALENDAR_DATE table. Foreign key reference to the
CALENDAR_DATE dimension, indicating the date of initial creation of the
device record in the application.
SERIAL_NUMBER
Description: Serial number of the CPE device.
Example: 123456789
5
UDN
Description: UPnP device UUID. Only populated by HomeView.
Example: uuid:f3828652-5efd-48bf-a8e0-2643ce8cf90d
6
HARDWARE_VERSION
Description: A string identifying the hardware version of the CPE device.
7
Example: B90-610015-06
CUSTOMER_CPE_DEVICE 167
CUSTOMER_CPE_DEVICE
#
Column name
Description
SOFTWARE_VERSION
8
Description: A string identifying the software version currently installed in
the CPE.
Example: 5.3.0.7
FIRMWARE_VERSION
9
Description: A string identifying the version of the modem firmware currently
installed in the CPE.
Example: 110.1.34
SPEC_VERSION
Description: Represents the version of a specification implemented by the
device. For example, the the version of the TR-069 specification implemented
by a TR-069 device.
10
Example: 1.0
UPNPTYPE
Description: The UPnP device schema corresponding to this device. Only
populated by HomeView.
Example:
11
urn:schemas-upnp-org:device:InternetGatewayDevice:1
ENABLED_OPTIONS
Description: Unused.
12
PROVISIONING_CODE
13
Description: Identifier of the primary service provider and other provisioning
information.
Example: SKYN_PLUS
ADDITIONAL_HARDWARE_VERSIONS
14
Description: A comma-separated list of additional hardware versions that
the CPE vendor may choose to supply.
168
CUSTOMER_CPE_DEVICE
#
Column name
Description
ADDITIONAL_SOFTWARE_VERSIONS
Description: A comma-separate list of additional software versions that the
CPE vendor may choose to supply.
15
FIRST_USE_DATE
16
Description: The date and time that the CPE first successfully established
a network connection.
Example: 2002-06-22 09:00:00
Format: DATE
MANAGEMENT_SERVER_URL
17
Description: URL for the CPE to connect to the ACS server using the CPE
WAN management protocol (TR-069).
Example: 192.168.115.252:8080/adapters/linksys-050401
CONNECTION_REQUEST_URL
18
Description: URL for the ACS server to make a connection request to the
CPE device, using the CPE WAN management protocol (TR-069).
Example: http://10.102.251.53:80
MANAGEMENT_URL
19
Description: URL for locally accessing the CPE device management functions.
Only populated by HomeView.
Example: 192.8.1.1
MANUFACTURER_URL
20
Description: URL for the manufacturer of the CPE device. Only populated
by HomeView.
Example: www.linksys.com
IS_TR64_ENABLED
21
Description: Boolean flag indicating whether the CPE device can be managed
using the DSL TR-64 protocol. Only populated by HomeView.
Format: NUMBER
IS_TR69_ENABLED
22
Description: Boolean flag indicating whether the CPE device can be managed
using the DSL TR-069 protocol.
Format: NUMBER
CUSTOMER_CPE_DEVICE
#
Column name
IS_MANAGED_UPGRADE_ENABLED
Description
23
Format: NUMBER
IS_PERIODIC_INFORM_ENABLED
24
Format: NUMBER
PERIODIC_INFORM_INTERVAL
Example: 86400
25
Format: NUMBER
MAC_ADDRESS_WAN
26
Description: The MAC address of the primary WAN-side interface for the
CPE device.
Example: 00:03:93:B3:DC:0A
MAC_ADDRESS_LAN
27
Description: The MAC address of the primary LAN-side interface for the
CPE device.
Example: 00:03:FF:43:01:23
WAN_INTERFACE_COUNT
Description: The number of WAN-side interfaces for the CPE device.
Example: 1
28
Format: NUMBER
LAN_INTERFACE_COUNT
Description: The number of LAN-side interfaces for the CPE device.
Example: 1
29
Format: NUMBER
WAN_ACCESS_TYPE
Example: DSL
30
WAN_ACCESS_PROVIDER
31
Example: GlobeCom
170
CUSTOMER_CPE_DEVICE
#
Column name
Description
CREATED_DATE
32
Description: The date that the CPE device was first detected by the Motive
application.
Example: 2002-06-22 09:00:00
Format: DATE
NETWORK_UUID
Description: An application-generated GUID representing the home network
instance containing this CPE device (see also customer_network_key).
Only populated by HomeView. Internally used by the ETL.
33
Example: f4b1734c-ae27-428c-9b39-512e69fac13b
DEVICE_UUID
34
Description: An application-generated GUID for this CPE device. Only
populated by HomeView. Internally used by the ETL.
Example: f6eb0c55-30e9-4885-80f1-dd46fe48dcb7
CUSTOMER_NETWORK_KEY
35
Description: A reference to the home network instance containing this
device. This references a row in the CUSTOMER_NETWORK table, and can be
used, for example, when querying for all CPE devices belonging to a given
home network. Only populated by HomeView.
Format: NUMBER
CUSTOM_ATTR_1
Description: Additional (field-extensible) attribute for the CPE device.
36
CUSTOM_ATTR_2
37
CUSTOM_ATTR_3
38
CUSTOM_ATTR_4
39
CUSTOM_ATTR_5
40
CUSTOMER_CPE_DEVICE
#
Column name
Description
41 DM_CREATED_DATE
42 DM_UPDATED_DATE
172
CUSTOMER_ENDPOINT
When a Motive agent is installed on the subscriber's computer, an ENDPOINT record is created in the Motive system
corresponding to that instance of the agent. A unique identifier is also assigned to the instance. The CUSTOMER_ENDPOINT
table captures the relation between a CUSTOMER and one or more endpoints (subscriber computers) that are known to
exist in the context of that customer.
This table does not have the usual system-generated primary key, but instead uses the natural key from the source table
in the OLTP schema.
CUSTOMER_ENDPOINT
#
Column name
Description
(PK)
1
Added: 6.1
CUSTOMER_KEY
the CUSTOMER table. The subscriber who owns this endpoint.
(FK)
2
OPERATING_SYSTEM_KEY
3
(FK)
Added: 4.13.2
Description: A foreign key reference to the OPERATING_SYSTEM_KEY
column in the OPERATING_SYSTEM table. This column indicates the
operating system running on a given endpoint (managed PC). This information
is only available if the HomeView is deployed.
Description: A GUID identifier (opaque) for the contact record, used in
client-server exchanges in the OLTP application.
CLIENT_ALTKEY
4
ACTIVATION_CLIENT_ALTKEY
Description: The ID of the ControlWorks Activation client, if available.
Added: 6.1
ENDPOINT_CREATED_DATE
Description: Endpoint record created date
5
6 Added: 6.1
Example: 2002-06-22 09:00:00
Format: DATE
CORRELATION_ID
(NK)
7
Added: 6.1
8
Added: 4.13.2
(FK)
Description: A foreign key reference to the CUSTOMER_NETWORK_KEY
column in the CUSTOMER_NETWORK table. This column indicates whether
a given endpoint (managed PC) in the subscriber premises is part of a home
CUSTOMER_ENDPOINT 173
CUSTOMER_ENDPOINT
#
Column name
Description
network, and if so, which one. This data is available only if the HomeView is
deployed.
Format: NUMBER
9 DM_CREATED_DATE
10 DM_UPDATED_DATE
IS_ACTIVE
11 Added: 6.1.3
Description: Indicator of whether the endpoint is active (1) or inactive (0).
Example: 1
Format: NUMBER
174
CUSTOMER_ENDPOINT_LOOKUP
Provides a lookup between subscriber subject and client endpoint.
Added: 6.1
#
Column name
Description
CUSTOMER_ENDPOINT_LOOKUP_KEY
1 (PK)
CUSTOMER_KEY
(FK)
the CUSTOMER table.
2
(FK)
3
Description: A foreign key reference to the CUSTOMER_ENDPOINT_KEY
column in the CUSTOMER_ENDPOINT table.
DATA_SOURCE_KEY
(FK)
4
CLIENT_ENDPOINT_ID
(NK)
5
(NK)
6
Format: NUMBER
CORRELATION_TYPE
7
the CUSTOMER from this CONTACT record
Example: CLIENTGUID
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
CUSTOMER_ENDPOINT_LOOKUP 175
CUSTOMER_LOOKUP
General subscriber information sourced from the OLTP SUBSCRIBERACCOUNT structure.
Added: 6.1
CUSTOMER_LOOKUP
#
Column name
CUSTOMER_LOOKUP_KEY
Description
(PK)
1
CUSTOMER_KEY
(FK)
the CUSTOMER table.
2
DATA_SOURCE_KEY
(FK)
3
SUBJECT_ID
(NK)
4
Description: The subject name (Source: SUBJECT.NAME).
ACCOUNT_ALTKEY
5
Description: The subject provider name (Source:
SUBJECTPROVIDER.NAME).
AUTH_PROVIDER_NAME
6
SUBSCRIBER_ACCOUNT_ID
(NK)
7
Format: NUMBER
Description: Creation date of subject.
Example: 2002-06-22 09:00:00
8
Format: DATE
ACCOUNT_NUMBER
9
Description: Account number for the subscriber if gathered and if the ETL
is configured to collect it.
Example: 123456789
176
CUSTOMER_LOOKUP
#
Column name
PHONE_NUMBER
Description
Description: Phone number for the subscriber
Example: 5128888888
10
EMAIL_ADDRESS
Description: Email Address of the Customer
11
EMAIL_USER_NAME
Description: Derived from the email_address by the ETL processing.
Example: John
12
DSL_NUMBER
Description: The DSL phone number of the subscriber
Example: 5128888888
13
FULL_NAME
Description: The subscriber's name.
Example: John Smith
14
POSTAL_CODE
Description: Postal code of the subscriber
Example: 78759
15
CITY
Description: City that this Customer located in
Example: Austin
16
STATE_PROVINCE
17
Description: The subscriber's state (or province if international),
Example: Texas
18 COUNTRY
Description: Country that this Customer located in
CUSTOMER_LOOKUP 177
CUSTOMER_LOOKUP
#
Column name
Description
Example: USA
LOCALE_VALUE
Description: Language setting detected for the subscriber PC,
Example: en_US
19
ORGANIZATION_NAME
20
Description: ISP or other sub-organization within the providers network that
the subscriber is associated with
Example: Earthlink
IS_TEST
Description: Used to flag Motive or CSR test accounts
Example: 0 or 1
21
Format: NUMBER
IS_ACTIVE
Description: 1 - Active subscriber
Example: 1
22
Format: NUMBER
CORRELATION_TYPE
23
the CUSTOMER from this CONTACT record
Example: subscriberKey
CUSTOM_ATTR_1
24
CUSTOM_ATTR_2
25
CUSTOM_ATTR_3
26
27 CUSTOM_ATTR_4
178
CUSTOMER_LOOKUP
#
Column name
Description
CUSTOM_ATTR_5
28
29 DM_CREATED_DATE
30 DM_UPDATED_DATE
CUSTOMER_LOOKUP 179
CUSTOMER_NETWORK
This table models individual instances of a home network that are created and managed by the Motive application.
Generally, there is one managed home network per subscriber, but the model also allows for multiple managed home
networks such as for a small business scenario. Each instance is associated with the corresponding subscriber.
This table represents a primary fact table. Additional details about the home network can be obtained from secondary
fact tables that can be joined to this table. Specifically, the following tables provide additional granularity of information
about the home network instance:
CUSTOMER_CPE_DEVICE:
one or more CPE devices belonging to this network
this network
CUSTOMER_WIRELESS_LAN: one or more wireless devices/LANs on
CUSTOMER_ENDPOINT: one or more managed PCs on this network
Data will be available only if the HomeView is deployed.
Added: 4.13.2
CUSTOMER_NETWORK
#
Column name
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2 Added: 6.1
CUSTOMER_KEY
(FK)
the CUSTOMER table. Refers to the subscriber associated with the home
network.
3
LINE_OF_BUSINESS_KEY
(FK)
4 Added: 6.1
Description: A foreign key reference to the LINE_OF_BUSINESS_KEY
column in the LINE_OF_BUSINESS table. Foreign key to
LINE_OF_BUSINESS
LOCATION_KEY
(FK)
5 Added: 6.1
Description: A foreign key reference to the LOCATION_KEY column in
the LOCATION table. Foreign key to LOCATION
GATEWAY_DEVICE_TYPE_KEY
6
180
(FK) Description: A foreign key reference to the CPE_DEVICE_TYPE_KEY
column in the CPE_DEVICE_TYPE table. Refers to the type of device that
serves as the gateway/router for the home network.
CUSTOMER_NETWORK
#
Column name
Description
MODEM_DEVICE_TYPE_KEY
(FK)
7
column in the CPE_DEVICE_TYPE table. Refers to the type of cable/DSL
modem that provides WAN connectivity for the home network.
CREATED_DATE_KEY
(FK)
8
column in the CALENDAR_DATE table.
DEFAULT_NETWORK_NAME
Description: The default name used for this home network.
Example: MyHomeNetwork
9
WINDOWS_WORKGROUP_NAME
Description: The Windows workgroup name used for this home network.
Example: MyHomeGroup
10
WINDOWS_DOMAIN_NAME
Description: The Windows domain name used for this home network.
Example: MyHomeDomain
11
WIRELESS_LAN_COUNT
12
Description: The number of wireless LAN segments associated with this
home network.
Example: 1
Format: NUMBER
COMPUTER_COUNT
13
Description: The number of PCs on this home network. Some of the PCs
detected on the home network may not be managed by the Motive application
(i.e. registered as managed endpoints with the Motive system). This column
captures the total number of PCs detected on the network, both managed and
unmanaged.
Example: 2
Format: NUMBER
CUSTOMER_NETWORK 181
CUSTOMER_NETWORK
#
Column name
MANAGED_COMPUTER_COUNT
14
Description
Description: The number of PCs on this home network that are managed
by the Motive application (i.e. have registered as a Motive endpoint).
Example: 2
Format: NUMBER
NETWORK_DEVICE_COUNT
Description: The number of CPE devices detected on this home network.
Example: 3
15
Format: NUMBER
FILE_SHARE_COUNT
16
Description: The number of file shares on this home network that are
managed by the the Motive application.
Example: 3
Format: NUMBER
PRINTER_SHARE_COUNT
17
Description: The number of printer shares on this home network that are
managed by the Motive application.
Example: 2
Format: NUMBER
UNKNOWN_HOST_COUNT
18
Description: The number of IP hosts detected on this home network that
could not be resolved into either PCs or CPE devices.
Example: 0
Format: NUMBER
CREATED_DATE
19
Description: The date the Motive solution first created or detected the home
network.
Example: 2002-06-22 09:00:00
Format: DATE
UPDATED_DATE
20
Description: The date the Motive solution last updated the home network
information for this subscriber.
Example: 2002-06-22 09:00:00
Format: DATE
182
CUSTOMER_NETWORK
#
Column name
NETWORK_UUID
21
Description
instance. Represents the natural key for this fact. Internally used by the ETL.
GATEWAY_DEVICE_UUID
Description: An application-generated GUID representing the gateway/router
device associated with this home network. Can be used to query the specific
device instance from the CUSTOMER_CPE_DEVICE table.
22
MODEM_DEVICE_UUID
Description: An application-generated GUID representing the modem device
associated with this home network. Can be used to query the specific device
instance from the CUSTOMER_CPE_DEVICE table.
23
SUBJECT_ID
(NK)
24
Added: 6.1
Format: NUMBER
CUSTOM_ATTR_1
Description: Additional (field-configurable) attribute for the home network
instance.
25
CUSTOM_ATTR_2
26
instance.
CUSTOM_ATTR_3
27
instance.
CUSTOM_ATTR_4
28
instance.
29
CUSTOM_ATTR_5
instance.
CUSTOMER_NETWORK 183
CUSTOMER_NETWORK
#
Column name
Description
30 DM_CREATED_DATE
31 DM_UPDATED_DATE
184
CUSTOMER_SEGMENT
This table captures the relationship between subscriber, line of business, and location.
Added: 6.1
CUSTOMER_SEGMENT
#
Column name
CUSTOMER_SEGMENT_KEY
Description
(PK)
1
CUSTOMER_KEY
(FK)
the CUSTOMER table.
2
3
(FK)
column in the LINE_OF_BUSINESS table.
LOCATION_KEY
(FK)
4
the LOCATION table.
EFFECTIVE_DATE
5
Description: This captures the effective date from which the line-of-business
and location references about hold true for this subscriber. The cut-off date is
another row for the same customer, with a later effective-date. This allows us
to define date ranges within which a given line-of-business and location
association exists for a subscriber.
Example: 2002-06-22 09:00:00
Format: DATE NOT NULL
IS_CURRENT
Description: Boolean indicating whether or not the relationship is current.
6
END_DATE
7
Description: Ending of date range.
Example: 2002-06-22 09:00:00
Format: DATE
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
CUSTOMER_SEGMENT 185
CUSTOMER_SOFTWARE
Manages the 1:M relationship between endpoint and software
Added: 6.1
CUSTOMER_SOFTWARE
#
Column name
Description
CUSTOMER_SOFTWARE_KEY
(PK)
1
CUSTOMER_KEY
(FK)
the CUSTOMER table.
2
SOFTWARE_VERSION_KEY
(FK)
3
Description: A foreign key reference to the SOFTWARE_VERSION_KEY
column in the SOFTWARE_VERSION table.
(FK)
4
column in the CUSTOMER_ENDPOINT table. Foreign key to
CUSTOMER_ENDPOINT.
INSTALL_DATE
Description: Motives software installed date on the customer machine
Example: 2002-06-22 09:00:00
5
Format: DATE
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
186
CUSTOMER_SUBSCRIPTION
Contains the services for which a a customer has a current subscription.
Added: 6.1
#
Column name
CUSTOMER_SUBSCRIPTION_KEY
Description
1 (PK)
CUSTOMER_KEY
(FK)
the CUSTOMER table.
2
SUBSCRIPTION_KEY
(FK)
3
Description: A foreign key reference to the SUBSCRIPTION_KEY column
in the SUBSCRIPTION table.
SUBSCRIPTION_START_DATE
Description: Customer Subscription valid from date
Example: 2002-06-22 09:00:00
4
Format: DATE
SUBSCRIPTION_END_DATE
5
Description: Customer Subscription validity end date
Example: 2002-06-22 09:00:00
Format: DATE
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
CUSTOMER_SUBSCRIPTION 187
CUSTOMER_WIRELESS_LAN
This table models instances of a managed Wireless LAN segments within the home network of a given subscriber. Data
will be available only if the HomeView is deployed.
Added: 4.13.2
#
Column name
CUSTOMER_WIRELESS_LAN_KEY
Description
1 (PK)
DATA_SOURCE_KEY
(FK)
2 Added: 6.1
CUSTOMER_KEY
(FK)
the CUSTOMER table. Refers to the subscriber associated with the wireless
LAN.
3
WAP_DEVICE_TYPE_KEY
(FK)
4
column in the CPE_DEVICE_TYPE table. Refers to the device type of the
wireless access point used for this wireless LAN.
WLAN_SSID
Description: A unique name that identifies this wireless LAN.
Example: MyWirelessNetwork
5
ENCRYPTION_TYPE
Description: The type of encryption performed on data transmitted on this
wireless LAN. Expected types are: WEP (Wired Equivalent Privacy, 802.11b),
WPA (Wi-fi Protected Access), and WPAPSK (WPA Pre-Shared Key)
6
Example: WPAPSK
ENCRYPTION_KEY_SIZE
7
Description: The size (strength) of the encryption key used for data
transmitted on this wireless LAN.
Example: 128
188
#
Column name
Description
Format: NUMBER
instance containing this wireless network (see also
CUSTOMER_NETWORK_KEY). Internally used by the ETL.
NETWORK_UUID
8
Description: An application-generated GUID representing the wireless access
point device associated with this wireless LAN. Can be used to query the
specific device instance from the CUSTOMER_CPE_DEVICE table.
WAP_DEVICE_UUID
9
Description: An application-generated GUID for this wireless LAN. Internally
used by the ETL.
WLAN_UUID
10
Example: f4b1734c-ae27-428c-9b39-512e69fac13c
SUBJECT_ID
(NK)
11
Added: 6.1
12
(FK)
Description: A foreign key reference to the CUSTOMER_NETWORK_KEY
column in the CUSTOMER_NETWORK table. A reference to the home network
instance containing this wireless LAN. This references a row in the
CUSTOMER_NETWORK table, and can be used, for example, when querying
for all wireless LANs belonging to a given home network.
Example: 3
Format: NUMBER
CUSTOM_ATTR_1
Description: Additional (field-configurable) attribute for the wireless LAN.
13
CUSTOM_ATTR_2
14
15 CUSTOM_ATTR_3
CUSTOMER_WIRELESS_LAN 189
#
Column name
Description
CUSTOM_ATTR_4
16
CUSTOM_ATTR_5
17
18 DM_CREATED_DATE
19 DM_UPDATED_DATE
190
DATA_SOURCE
Enumeration of the data sources for the data mart.
Added: 6.1
DATA_SOURCE
#
Column name
DATA_SOURCE_KEY
(PK)
Description
1
SOURCE_NAME
Description: Unique name for the OLTP source.
Example: NETAGENT
2
SOURCE_DESC
Description: Description of the OLTP source
Example: Netagent 6.0 OLTP database
3
DB_LINK_NAME
4
Description: Database link name between datamart and oltp database
Example: MACM.MOTIVE@NETAGENT
DATA_SOURCE 191
LINE_OF_BUSINESS
Enumeration of the line of businesses for a particular deployment.
Added: 6.1
LINE_OF_BUSINESS
#
Column name
Description
(PK)
1
PARENT_LINE_OF_BUSINESS_KEY
(FK)
2
LINE_OF_BUSINESS. This allows for a hierarchical relationship within a line
of business as needed.
BUSINESS_NAME
3
Description: Name of the provider-specific line of business that the subscriber
belongs to
Example: Residential
BUSINESS_DISPLAY_NAME
4
Description: Display name of the provider-specific line of business that the
subscriber belongs to
Example: Residential Broadband
BUSINESS_DESC
5
Description: Description of the provider-specific line of business that the
subscriber belongs to
Example: Broadband used for Home use
BUSINESS_VALUE
Description: ROI multiplier that can be used for this line of business.
Example: 1
6
Format: NUMBER
CUSTOM_ATTR_1
7
192
LINE_OF_BUSINESS
#
Column name
CUSTOM_ATTR_2
Description
8
CUSTOM_ATTR_3
9
CUSTOM_ATTR_4
10
CUSTOM_ATTR_5
11
12 DM_CREATED_DATE
13 DM_UPDATED_DATE
LINE_OF_BUSINESS 193
LOCATION
Enumeration of the locations of interest to a particular deployment
Added: 6.1
LOCATION
#
Column name
LOCATION_KEY
(PK)
Description
1
PARENT_LOCATION_KEY
(FK)
2
the LOCATION table. Foreign key to LOCATION. This allows for a
hierarchical relationship within location as needed.
LOCATION_NAME
3
Description: Name of the geographic or organizational subdivision within
the provider's network, within which the subscriber account belongs
Example: Eastern service region
LOCATION_DISPLAY_NAME
4
Description: Display name of the geographic or organizational subdivision
within the provider's network, within which the subscriber account belongs
Example: Eastern service region
LOCATION_DESC
Description: Description of the geographic or organizational subdivision
within the provider's network, within which the subscriber account belongs
Example: the subscriber is attached to the Eastern
5
service region
LOCATION_VALUE
6
Description: Value of the geographic or organizational subdivision within
the provider's network, within which the subscriber account belongs
Example: 1
Format: NUMBER
7 CUSTOM_ATTR_1
194
LOCATION
#
Column name
Description
CUSTOM_ATTR_2
8
CUSTOM_ATTR_3
9
CUSTOM_ATTR_4
10
CUSTOM_ATTR_5
11
12 DM_CREATED_DATE
13 DM_UPDATED_DATE
LOCATION 195
MANAGED_NETWORKS_BY_CPE
This summary table provides information summarized on a daily basis about managed home networks, CPE devices, file
and printer sharing and other pieces of information gathered by the Motive application.
The summaries are sliced along two dimensions:
1. CPE device type of the gateway/router that defines the home network
2. The date that the home network was first created/managed by the Motive application
This table will be populated only if the Home Networking Service module is deployed.
Added: 4.13.2
#
Column name
CPE_DEVICE_TYPE_KEY
1
Description
(PK) (FK) Description: A foreign key reference to the CPE_DEVICE_TYPE_KEY
column in the CPE_DEVICE_TYPE table. Also serves as a primary key for
this table.
LINE_OF_BUSINESS_KEY (PK) (FK)
2 Added: 6.1
column in the LINE_OF_BUSINESS table. Also serves as a primary key
for this table.
LOCATION_KEY
(PK) (FK)
3 Added: 6.1
the LOCATION table. Also serves as a primary key for this table.
TOTAL_NETWORKS_COUNT
4
Description: Total number of home networks managed by the Motive
application.
Example: 10000
Format: NUMBER
UNIQUE_CUSTOMER_COUNT
5
Description: Number of unique customers with home networks managed
by the Motive application.
Example: 10000
Format: NUMBER
196
#
Column name
NETWORKS_WITH_FILE_SHARE_
COUNT
6
Description
Description: The number of home networks for which file-shares were also
Example: 10000
Format: NUMBER
NETWORKS_WITH_PRNT_SHARE_
COUNT
7
Description: The number of home networks for which print-shares were also
Example: 8000
Format: NUMBER
NETWORKS_WITH_WLAN_COUNT
8
Description: The number of home networks for which a wireless LAN
segment existed that was managed by the Motive application.
Example: 5000
Format: NUMBER
AVG_COMPUTERS_PER_NETWORK
9
Description: The average number of PC's (both managed and non-managed)
detected on the home networks.
Example: 2
Format: NUMBER
AVG_DEVICES_PER_NETWORK
10
Description: The average number of CPE devices detected on the home
networks.
Example: 3
Format: NUMBER
AVG_WLANS_PER_NETWORK
11
Description: The average number of wireless LANs detected on the home
network.
Example: 1
Format: NUMBER
12 DM_CREATED_DATE
13 DM_UPDATED_DATE
MANAGED_NETWORKS_BY_CPE 197
MANAGED_SETTING
This dimension models an individual managed setting (attribute). Groups of managed settings are modeled by de-normalizing
the managed setting group into the same dimension, for ease of query.
Added: 6.1
MANAGED_SETTING
#
Column name
MANAGED_SETTING_KEY
(PK)
Description
1
NAME
2
Description: Name of the managed settings concatenated with service code
version
Example: GoodSettings/1018
ATTR_NAME
Description: The specific managed setting attribute itself
Example: POPServer
3
ATTR_DESC
Description: Description about the attribute.
Example: POPServer for Email
4
GROUP_NAME
Description: Sub-group under which the particular managed setting falls
Example: EMAILsettingsGroup
5
GROUP_DESC
6
Description: Description of the group under which the particular managed
setting falls
Example: Email Settings
GROUP_DISPLAY_NAME
Description: Display name for group
Example: Email Settings
7
198
MANAGED_SETTING
#
Column name
SERVICE_CODE_VERSION
Description
Description: Version associated with service code
Example: 1018
8
Format: NUMBER
VERSION
Description: Version associated with a particular release of managed settings.
9
Format: NUMBER
10 DM_CREATED_DATE
11 DM_UPDATED_DATE
MANAGED_SETTING 199
MANAGED_SETTING_CHECK
This table models the outcome of a managed settings comparison between actual values received in the client telemetry
and expected and optimal values.
Added: 6.1
#
Column name
Description
MANAGED_SETTING_CHECK_KEY
1 (PK)
DATA_SOURCE_KEY
(FK)
2
CUSTOMER_KEY
(FK)
the CUSTOMER table.
3
LOCATION_KEY
the LOCATION table.
(FK)
4
(FK)
5
MANAGED_SETTING_KEY
(FK)
6
Description: A foreign key reference to the MANAGED_SETTING_KEY
column in the MANAGED_SETTING table.
CREATED_DATE_KEY
(FK)
7
(FK)
8
CUSTOMER_ENDPOINT.
9 TELEMETRY_ID (NK)
200
#
Column name
Description
(NK)
10
Format: NUMBER
Description: Whether the invoking value from the client is successful
IS_SUCCESSFUL
Example: 0 or 1
11
Format: NUMBER
Description: When the managed setting telemetry blob was received
CREATED_DATE
Example: 2002-06-22 09:00:00
12
Format: DATE
CRM_TICKET_ID
(NK)
13
Example: PHONE
14
15 (NK)
ACTUAL_VALUE
16
Description: The incoming value for the managed settings as measured on
the client – this will be compared with the reference value.
Example: 5 Sec
17 DM_CREATED_DATE
18 DM_UPDATED_DATE
MANAGED_SETTING_CHECK 201
MANAGED_SETTING_REF
This table models the expected and optimal values for a given managed setting. Note that the expected value may consist
of more than one value (i.e. a SET of values). This is modeled by a 1:n relationship between this table and the
MANAGED_SETTING dimension table.
Added: 6.1
MANAGED_SETTING_REF
#
Column name
MANAGED_SETTING_REF_KEY
Description
1
MANAGED_SETTING_KEY
(FK)
2
Description: A foreign key reference to the MANAGED_SETTING_KEY
column in the MANAGED_SETTING table.
REF_VALUE
Description: Expected value
Example: 0-5 sec
3
DISPLAY_KEY
Description: String displayed to user.
4
IS_OPTIMAL_VALUE
5
Description: Whether the incoming value from the client is the optimal
value
Example: 0 or 1
Format: NUMBER
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
202
MANAGED_SETTING_STATS_BY_DATE
Provides a summarization of managed setting information.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
column in the CALENDAR_DATE table. Also serves as a primary key for this
table.
LOCATION_KEY
(PK) (FK)
2
3
for this table.
MANAGED_SETTING_KEY
4
(PK) (FK) Description: A foreign key reference to the MANAGED_SETTING_KEY
column in the MANAGED_SETTING table. Also serves as a primary key for
this table.
TOTAL_COUNT
Description: Total managed settings checked
Example: 10
5
Format: NUMBER
TOTAL_PASSED_COUNT
Description: Total that were the optimal value
Example: 3
6
Format: NUMBER
TOTAL_FAILED_COUNT
7
Description: Total that were NOT the optimal value
Example: 5
Format: NUMBER
MANAGED_SETTING_STATS_BY_DATE 203
#
Column name
CUSTOMER_COUNT
8
Description
Description: Count of subscribers for whom managed settings checks were
done.
Example: 6
Format: NUMBER
9 DM_CREATED_DATE
10 DM_UPDATED_DATE
204
OPERATING_SYSTEM
The OPERATING_SYSTEM dimension represents a lookup table of the various operating systems by version detected in
the subscriber base (currently, only in the electronic channel). Some of the attributes for this dimension are captured in
a field-configurable way, and typically end up in TELEMETRY_DATA. They are not captured in the default mapping.
OPERATING_SYSTEM
#
Column name
Description
(PK)
1
OS_NAME
Description: Operating system name.
Example: Windows 2000
2
OS_MAJOR_VERSION
Description: OS major version in telemetry. Not currently populated.
Example: 4
3
OS_MINOR_VERSION
Description: OS minor version in telemetry. Not currently populated.
Example: 10
4
OS_SERVICE_PACK
5
Description: OS service pack in telemetry. Not currently populated.
Example: 6
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
OPERATING_SYSTEM 205
REMOTE_CONTROL_SESSION
This fact table contains details of individual remote control sessions that were run by CSRs while resolving an incident.
Such sessions can be initiated from Insight for normal incidents, as well as from the CSR Console for incidents originating
from the phone channel. This fact table is therefore modeled in the Common subject area. Data used to load this fact
table is derived from LogEntry information in the OLTP database.
Added: 4.13.0
#
Column name
Description
REMOTE_CONTROL_SESSION_KEY
1
(PK)
Description: A “warehouse” key that is a primary key for the table and is
generated using an Oracle SEQUENCE object.
DATA_SOURCE_KEY
(FK)
2 Added: 6.1
ANALYST_KEY
(FK)
the ANALYST table.
3
CUSTOMER_KEY
(FK)
the CUSTOMER table.
4 Added: 6.1
(FK)
5 Added: 6.1
LOCATION_KEY
(FK)
6 Added: 6.1
the LOCATION table.
START_DATE_KEY
(FK)
7
REMOTE_CONTROL_SEQ
8
206
Description: Each remote control session within the context of a given
incident is assigned an incrementing integer value. This allows all remote
control sessions for a given incident to be displayed in order.
#
Column name
Description
Example: 1
IS_START_REQUESTED
9
Description: Boolean flag indicating whether the CSR has issued a start
request for the remote control session.
Example: 1
IS_STARTED_SUCCESSFULLY
10
Description: Boolean flag indicating whether the remote control session
was started successfully.
Example: 1
IS_STOPPED_SUCCESSFULLY
11
was stopped successfully.
Example: 1
HAD_START_REJECTED
12
Description: Boolean flag indicating whether the remote control start
requested by the CSR was rejected by the subscriber.
Example: 0
HAD_FAILURE
13
encountered an error.
Example: 0
REQUEST_START_DATE
14
Description: Timestamp for initiation of the remote control session by the
CSR.
The REQUEST_START_DATE is picked as the earliest date for any of the
following LogEntry types:
LogType_Key_RemoteControl_Start_Requested
LogType_Key_RemoteControl_Start
REMOTE_CONTROL_SESSION 207
#
Column name
Description
Example: 2002-06-22 09:00:00
Format: DATE
START_DATE
Description: Timestamp for start of the actual remote control session as
perceived by the subscriber. The earliest date for any of the following
LogEntry types is used as the START_DATE:
LogType_Key_RemoteControl_Start_Accepted
15
LogType_Key_RemoteControl_Start
Example: 2002-06-22 09:00:00
Format: DATE
STOP_DATE
Description: Timestamp for the end of the actual remote control session as
perceived by the subscriber. The the earliest date for any of the following
LogEntry types is used as the STOP_DATE:
LogType_Key_RemoteControl_Stop_Accepted
LogType_Key_RemoteControl_Stop
16
Example: 2002-06-22 09:00:00
Format: DATE
REQSTART_TO_START_SECS
Description: Elapsed time between the initiation of the remote control
session by the CSR and the start of the actual remote control session, based
on the user accepting the session request.
17
Example: 20
Format: NUMBER
REQSTART_TO_STOP_SECS
18
Description: Elapsed time between the initiation of the remote control
session by the CSR and the end of the actual remote control session.
Example: 80
Format: NUMBER
START_TO_STOP_SECS
19
Description: Duration of the actual remote control session itself, ignoring
session initiation time.
Example: 60
Format: NUMBER
208
#
Column name
CRM_TICKET_ID
Description
(NK)
20
Added: 6.1
21 Added: 6.1
Example: PHONE
22
(NK)
Added: 6.1
SESSION_ALTKEY
Description: Alternate key for session.
Added: 6.1
23
EXTERNAL_CONTEXT_ID
(NK)
24
Added: 6.1
Format: NUMBER
(NK)
25
Added: 6.1
ANALYST_SUBJECT_ID
Format: NUMBER
(NK)
26
Added: 6.1
CLIENT_ENDPOINT_ID
Format: NUMBER
(NK)
27
Added: 6.1
Format: NUMBER
28 DM_CREATED_DATE
29 DM_UPDATED_DATE
REMOTE_CONTROL_SESSION 209
REMOTE_CTL_SESSIONS_BY_DATE
Summary table containing remote control statistics organized by date.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
Description
(PK) (FK)
1
table.
2
for this table.
(PK)
3
SESSIONS_COMPLETE_COUNT
4
Description: Total number of Successfully completed remote control sessions
count
Example: 10
Format: NUMBER
SESSIONS_FAILED_COUNT
Description: Total number of Failed remote control sessions count
Example: 2
5
Format: NUMBER
AVG_SESSION_SECS
6
Description: Average time taken by the actual remote control session when
the session is started successfully and without any error
Example: 60
Format: NUMBER
MAX_SESSION_SECS
7
Description: Maximum time taken by the actual remote control session
when the session is started successfully and without any error
Example: 1000
210
#
Column name
Description
Format: NUMBER
TOT_SESSION_SECS
8
Description: Total time taken by the actual remote control session when
the session is started successfully and without any error
Example: 10000
Format: NUMBER
9 DM_CREATED_DATE
10 DM_UPDATED_DATE
REMOTE_CTL_SESSIONS_BY_DATE 211
SERVICE_LEVEL_TARGET
This configuration table defines important qualitative metrics about assisted service and their desired target values. It is
really a configuration table where desired values for these metrics can be set up on a per-provider basis. Some of these
configuration values are used in the ETL, but the bulk of them are used for report display, to highlight data where the
observed metrics are below the desired values.
The AS_SERVICELEVELTARGETVIEW view encapsulates access to this table, and is the preferred entry point to query
this table.
Out-of-the-box, the following metrics are defined. Of these, the ASR target is used by the ETL. You should evaluate the
default values before running the ETL, and update the TARGET_VALUE attribute for those you deem necessary. Perform
the updates using normal SQL query tools, such as SQL*Plus, with a statement such as:
UPDATE Service_Level_Target SET Target_Value = 75,
DM_Updated_Date = sysdate where Target_Name = 'Percent_Met_SL';
Commit;"
TARGET_NAME
TARGET_VALUE
TARGET_DESC
PERCENT_ABA
5
ABA / Number of incidents opened (NIO)
PERCENT_MET_SL
80
Percentage of Service Level met
PERCENT_ANALYST_
PRODUCTIVITY
90
Percentage of CSR productivity
AAT
60
Average assignment time
ASFR
60
Average speed of first response (from time assigned to first response)
ASR
120
Average speed of response (from time opened to first response)
MTTR
-1
Time from incident open to last close request for this period: “Mean time
to resolve”
AST
-1
Average session time
SIR
1.1
Session to Incident ratio (for closed incidents and their sessions)
SAR
-1
Average number of sessions per CSR
NIO
-1
Number of incidents opened
NIH
-1
Number of incidents handled
NIC
-1
Number of incidents closed
ABA
-1
Number of incidents withdrawn before assignment to CSR
NSH
-1
Number of sessions handled
NSC
-1
Number of sessions closed
ACS
5
Average concurrent sessions per CSR
212
Added: 4.13.0
#
Column name
SERVICE_LEVEL_TARGET_KEY (PK)
Description
1
TARGET_NAME
Description: Name of the target.
2
TARGET_VALUE
Description: This indicates the target value for the metric.
3
Format: NUMBER
TARGET_DESC
Description: A description string for the metric.
4
5 DM_CREATED_DATE
6 DM_UPDATED_DATE
SERVICE_LEVEL_TARGET 213
SERVICE_METRICS_BY_DATE
This summary table captures important qualitative metrics about the Motive assisted service solution. The data in this
table is derived from base data in the SERVICE_REQUEST, SERVICE_REQUEST_EVENT and
SERVICE_ANALYST_SESSION tables, as well concurrency information from the SERVICE_ANALYST_SESSIONS_BY_QH
table.
Added: 4.13.0
#
Column name
CALENDAR_DATE_KEY
Description
(PK) (FK)
1
table.
(FK)
2 Added: 6.1
SESSIONS_OPENED_COUNT
3 Added: 6.1
Description: The number of assisted service requests opened on this date.
Example: 500
Format: NUMBER
SESSIONS_HANDLED_COUNT
4
Description: The number of sessions with a start date (that is, CSR
assignment) occurring on this date. Maps to the NSH metric.
Example: 700
Format: NUMBER
SESSIONS_CLOSED_COUNT
5
Description: Number of CSR sessions that were closed on the given date.
Maps to the Number of sessions closed (NSC) service metric.
Format: NUMBER
SESSIONS_ABANDONED_COUNT
6 Added: 6.1
Description: The number of sessions that were cancelled on this date.
Example: 1
Format: NUMBER
SESSIONS_MET_SLA_COUNT
7
Added: 6.1
214
Description: The number of assisted service requests for this date that met
the expected Service Level Agreement (SLA).
#
Column name
Description
Example: 450
Format: NUMBER
AVG_ASSIGN_TIME_SECS
Description: Average time from incident open to first assignment to a CSR,
for incidents that were first assigned on this date. Maps to the average assign
time (AAT) metric.
8
Example: 10
Format: NUMBER
AVG_FIRST_RESPONSE_TIME_SECS
9
Description: Average time from incident first-assignment to the first contact
attempt made by the CSR, for incidents where the first contact attempt was
made on this date. Maps to the ASFR metric, and is a measure of CSR
responsiveness.
Example: 10
Format: NUMBER
AVG_RESPONSE_TIME_SECS
10
Description: Average time from incident creation to the first contact attempt
being made by the initial CSR who was assigned the incident. Maps to the
Average speed of response (ASR) metric, and is a measure of the
subscriber-perceived responsiveness to trouble-tickets.
Example: 20
Format: NUMBER
AVG_RESOLUTION_TIME_SECS
11
Description: Average time to resolve/close the incident. Maps to the mean
time to resolve (MTTR) metric. Because of the non-continuous nature of the
interaction between the subscriber and the CSR for electronic channel incidents,
this may not necessarily be the duration between the CREATED_DATE and
CLOSED_DATE of the incident. There might be a significant “dead” time
between when the CSR stops working on the incident (requests closure) and
time the subscriber actually acknowledges the closure. In many cases the
subscriber may fail to acknowledge closure and the incident subsequently is
force-closed by an close-out adaptor. To provide a meaningful picture of the
actual CSR time spent on the incident, the ETL picks a more reasonable closure
time based on the following rules:
a. If the last CSR working on the incident issues a close-request to the
subscriber, then the timestamp of that final close-request is chosen as the
closure time. The elapsed duration between incident creation and the final
close-request is used in calculating the AVG_RESOLUTION_TIME_SECS.
SERVICE_METRICS_BY_DATE 215
#
Column name
Description
b. If the last CSR working on the incident could not issue a close-request to
the subscriber (because the subscriber was not responding to chat messages
within a certain period), then the CSR has the option to force-close the
incident. Normally, the CSR escalates the incident to the abandoned queue
and the Workflow Adaptor force-closes it. In this scenario, there are no
further assignments of the incident between the last escalation and the
force-close event. The ETL then picks the last escalation time of the incident
as the closure time in the AVG_RESOLUTION_TIME_SECS calculation.
c. Finally, there are cases where the CSR directly force-closed the incident
without escalation, in which case the close date of the incident is picked
as the closure time for the AVG_RESOLUTION_TIME_SECS calculation.
This logic is encapsulated in the dmasstsvc_util.
fn_choose_close_time PL/SQL function for ease of field customizability.
Format: NUMBER
AVG_SESSION_TIME_SECS
12
Description: Average session duration, measured for those sessions that
closed on this date.
Example: 120
Format: NUMBER
AVG_ANALYST_PER_SESSION
13
Description: This represents the average number of CSRs handled by a
session on this date.
Added: 6.1
Example: 5
Format: NUMBER
AVG_SESSIONS_PER_ANALYST
14
Description: This represents the average number of sessions handled by a
CSR on this date.
Example: 5
Format: NUMBER
TOT_ASSIGN_TIME_SECS
Description: This (intermediate) column is used for calculation of
higher-order averages, and contains the total assign time for this date. For
example, monthly AVG_ASSIGN_TIME_SECS can be derived using
sum(TOT_ASSIGN_TIME_SECS)/sum(TOT_ASSIGN_COUNT)
15
Example: 10000
Format: NUMBER
216
#
Column name
Description
TOT_FIRST_RESPONSE_TIME_SECS
higher-order averages, and contains the total first_response_time for this date.
For example, monthly AVG_FIRST_RESPONSE_TIME_SECS can be derived
using sum(TOT_FIRST_RESPONSE_TIME_SECS)/
16
sum(TOT_FIRST_CONTACT_COUNT)
Example: 10000
Format: NUMBER
TOT_RESPONSE_TIME_SECS
higher-order averages, and contains the total response_time for this date. For
example, monthly AVG_RESPONSE_TIME_SECS can be derived using
sum(TOT_RESPONSE_TIME_SECS)/sum(TOT_FIRST_CONTACT_COUNT)
17
Example: 15000
Format: NUMBER
TOT_RESOLUTION_TIME_SECS
higher-order averages, and contains the total resolution_time for this date. For
example, monthly AVG_RESOLUTION_TIME_SECS can be derived using
sum(TOT_RESOLUTION_TIME_SECS)/sum(REQUESTS_CLOSED_COUNT)
18
Example: 20000
Format: NUMBER
TOT_SESSION_TIME_SECS
higher-order averages, and contains the total session_time for this date. For
example, monthly AVG_SESSION_TIME_SECS can be derived using
sum(TOT_SESSION_TIME_SECS)/sum(SESSIONS_CLOSED_COUNT)
19
Example: 25000
Format: NUMBER
TOT_SESSION_ANALYSTS
20
higher-order averages, and contains the total number of distinct CSRs for all
sessions that were handled on this date. For example, monthly
AVG_SESSIONS_PER_ANALYST can be derived using:
sum(SESSIONS_HANDLED_COUNT)/sum(TOT_SESSION_ANALYSTS)
Example: 100
Format: NUMBER
SERVICE_METRICS_BY_DATE 217
#
Column name
Description
21 DM_CREATED_DATE
22 DM_UPDATED_DATE
218
SOFTWARE_INSTALL_EVENT
The SOFTWARE_INSTALL_EVENT fact table captures install/uninstall activity from the subscriber base. This table is
analogous to the CLIENT_INSTALL_EVENT table from the 4.13.0 (“MontBlanc”) data mart.
Added: 6.1
#
Column name
Description
SOFTWARE_INSTALL_EVENT_KEY
1 (PK)
DATA_SOURCE_KEY
(FK)
2
(FK)
3
LAST_SOFTWARE_VERSION_KEY
4
(FK)
CUSTOMER_KEY
(FK)
the CUSTOMER table.
5
EVENT_DATE_KEY
(FK)
6
EVENT_TIME_KEY
(FK)
Description: A foreign key reference to the TIME_OF_DAY_KEY column
in the TIME_OF_DAY table.
7
8
(FK)
CUSTOMER_ENDPOINT table.
9 INSTALL_STAT_ID (NK)
SOFTWARE_INSTALL_EVENT 219
#
Column name
Description
CLIENT_ENDPOINT_ID
(NK)
10
(NK)
11
Format: NUMBER
IS_INSTALL
Description: True if the operation was an install.
Example: 0 or 1
12
Format: NUMBER
IS_UNINSTALL
13
Description: True if the operation was an uninstall. Note that this is not
mutually exclusive with IS_INSTALL; this state was introduced to assist in
differentiating between three states.
Format: NUMBER
IS_SUCCESSFUL
14
Description: Boolean flag indicating whether Motive software installed
successfully
Example: 0 or 1
Format: NUMBER
EVENT_DATE
Description: Motive software installed event date
Example: 2002-06-22 09:00:00
15
Format: DATE
16 DM_CREATED_DATE
17 DM_UPDATED_DATE
220
SOFTWARE_INSTALLS_BY_DATE
The SOFTWARE_INSTALLS_BY_DATE summary table provides breakdown of install and uninstall activity by version and
date. This table is analogous to the CLIENT_INSTALLS_BY_DATE table found in the 4.13.0 (“MontBlanc”) data mart.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
SOFTWARE_VERSION_KEY (PK) (FK)
2
column in the SOFTWARE_VERSION table. Also serves as a primary key
for this table.
INSTALL_COUNT
Description: Total number of Motive software installed on this day
Example: 12
3
Format: NUMBER
UNINSTALL_COUNT
Description: Total number of Motive software uninstalled on this day
Example: 1
4
Format: NUMBER
INSTALL_CUSTOMER_COUNT
5
Description: Count of customers performing an install operation on a given
day.
Format: NUMBER
UNINSTALL_CUSTOMER_COUNT
6
Description: Count of customers performing an uninstall operation on a
given day.
Format: NUMBER
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
SOFTWARE_INSTALLS_BY_DATE 221
SOFTWARE_VERSION
The SOFTWARE_VERSION dimension table represents the version of the installed software on the subscriber's computer.
Added: 6.1
SOFTWARE_VERSION
#
Column name
Description
(PK)
1
SOFTWARE_NAME
Description: Name of the motive software
Example: Motive Agent
2
SOFTWARE_VERSION
Description: Version of the motive software
Example: 1.2
3
SOFTWARE_TYPE
Description: Type of software
Example: Self Service
4
SOFTWARE_DISPLAY_NAME
Description: Display name of the motive Software
Example: Care
5
IS_WEB_DOWNLOAD
Description: Indicates whether the software downloaded from Web
Example: 0 or 1
6
Format: NUMBER
INSTALL_SOURCE
Description: Source of installation.
Example: CD, Hybrid, Migration, Update, Web.
7
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
222
SUBSCRIPTION
This dimension table is expected to contain the enumerated list all possible subscriptions in the customer base. This,
along with line of business and location, is provided as a means of customizing the segmentation of users.
Added: 6.1
SUBSCRIPTION
#
Column name
SUBSCRIPTION_KEY
Description
(PK)
1
PARENT_SUBSCRIPTION_KEY
2
(FK) Description: A foreign key reference to the SUBSCRIPTION_KEY column
in the SUBSCRIPTION table. Foreign key to SUBSCRIPTION table allowing
a hierarchy among subscriptions.
SUBSCRIPTION_NAME
Description: Name of the service that the subscriber signed up for
Example: Basic Broadband Access
3
SUBSCRIPTION_DISPLAY_NAME
Description: Display name of the subscription
Example: Broadband Access
4
SUBSCRIPTION_DESC
Description: Description of the service that the subscriber signed up for
Example: Basic Broadband Access only
5
SUBSCRIPTION_VALUE
Description: ROI multiplier that can be used for this subscription
Example: 1
6
Format: NUMBER
CUSTOM_ATTR_1
7
CUSTOM_ATTR_2
8
SUBSCRIPTION 223
SUBSCRIPTION
#
Column name
CUSTOM_ATTR_3
Description
9
CUSTOM_ATTR_4
10
CUSTOM_ATTR_5
11
12 DM_CREATED_DATE
13 DM_UPDATED_DATE
224
SYSTEM_EVENT_LOG
This table captures exception and other error information generated during the ETL process. Additional context useful
for debugging is also logged.
Added: 4.13.3
SYSTEM_EVENT_LOG
#
Column name
SYSTEM_EVENT_LOG_KEY
Description
(PK)
1
LOG_LEVEL
Description: Indicates the severity of the error or exception.
Possible values are:
ERROR
A severe problem. Generally the ETL cannot proceed after this
error/exception.
2
INFO
Informational messages.
TRACE
Detailed logging useful for debugging
Example: 1
COMPONENT_NAME
3
Description: The name of the component (typically corresponds to a Data
Mart subject-area) that encountered the error.
Example: HDM
CONTEXT_1
4
Description: Additional context for the error, typically a stored procedure
within a package.
Example: dmhdm_util.sp_process_customer
CONTEXT_2
Description: Additional context for the error.
5
Example: subscriberId = sim_1
SYSTEM_EVENT_LOG 225
SYSTEM_EVENT_LOG
#
Column name
Description
CONTEXT_3
Description: Additional context for the error.
Example: device_id = 123
6
LOG_MESSAGE
Description: A detailed message, including Oracle error codes, if applicable.
Example: ORA-01400: cannot insert NULL into
7
("MOTDM"."CUSTOMER_CPE_DEVICE"."CPE_DEVICE_TYPE_KEY")
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
226
TELEMETRY_DATA
The TELEMETRY_DATA fact table is derived from the TELEMETRY OLTP source table, and contains data “values”
corresponding to telemetry items in the TELEMETRY_TYPE dimension.
TELEMETRY_DATA
#
Column name
TELEMETRY_DATA_KEY
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2 Added: 6.1
TELEMETRY_SOURCE_KEY
(FK)
3
Description: A foreign key reference to the TELEMETRY_SOURCE_KEY
column in the TELEMETRY_SOURCE table. The source/generator of the
telemetry, typically a Motive map.
TELEMETRY_TYPE_KEY
(FK)
4
Description: A foreign key reference to the TELEMETRY_TYPE_KEY
column in the TELEMETRY_TYPE table. The telemetry item “name”, the
value for which is stored in this fact table.
TELEMETRY_PATH_KEY
(FK)
5
Description: A foreign key reference to the TELEMETRY_PATH_KEY
column in the TELEMETRY_PATH table. Path specification for the location
of the telemetry item in the original XML representation.
COLLECTED_DATE_KEY
(FK)
6
COLLECTED_TIME_KEY
7
(FK)
TELEMETRY_ID
8
(NK)
An identifier for the original XML-encoded telemetry record, from which the
OLTP source data for this fact row was extracted.
TELEMETRY_DATA 227
TELEMETRY_DATA
#
Column name
Description
(FK)
9 Added: 6.1
CUSTOMER_ENDPOINT table.
Format: NUMBER
(NK)
10
Added: 6.1
Format: NUMBER
EXTERNAL_CONTEXT_ID
(NK)
11
Added: 6.1
Format: NUMBER
COLLECTED_DATE
Description: The date and time on the server the telemetry was collected.
Example: 2002-06-22 09:00:00
12
Format: DATE
Description: The “value” of the telemetry data item.
VALUE
Example: DOCSIS
13
CRM_TICKET_ID
(NK)
14
Added: 6.1
15 Added: 6.1
Example: PHONE
16
(NK)
Added: 6.1
17 DM_CREATED_DATE
18 DM_UPDATED_DATE
228
TELEMETRY_PATH
This dimension models path specifications for the location of telemetry items in the original XML representation.
TELEMETRY_PATH
#
Column name
TELEMETRY_PATH_KEY
(PK)
Description
1
PATH_NAME
2
Description: The path specification for the telemetry data item.
Example: HomeNetwork_Model
3 DM_CREATED_DATE
4 DM_UPDATED_DATE
TELEMETRY_PATH 229
TELEMETRY_SOURCE
A dimension that represents the source or generator of the telemetry, typically a “map” or other active content that is
run on the subscriber computer.
TELEMETRY_SOURCE
#
Column name
Description
(PK)
1
SOURCE_NAME
Description: The name of the source, for example the name of the map.
2
3 DM_CREATED_DATE
4 DM_UPDATED_DATE
230
TELEMETRY_TYPE
This dimension models the attribute name for telemetry values stored in the fact tables.
TELEMETRY_TYPE
#
Column name
TELEMETRY_TYPE_KEY
(PK)
Description
1
TYPE_NAME
2
Description: The attribute name for the telemetry data item.
Example: HomeNetwork_Model
3 DM_CREATED_DATE
4 DM_UPDATED_DATE
TELEMETRY_TYPE 231
TIME_OF_DAY
The TIME_OF_DAY table tracks time at a finer resolution of time to facilitate tracking events that recur within a day.
Time values are stored in this table to the resolution of a minute. Hours are further subdivided into quarter-hour and
half-hour periods, and time values in this table also indicate the relevant quarter-hour and half-hour period to which they
belong. This information can be used for constructing summaries grouped at the appropriate level of granularity. This
table is populated when the Data Mart is installed.
TIME_OF_DAY
#
Column name
TIME_OF_DAY_KEY
(PK)
Description
Description: System generated primary key.
1
HOUR_OF_DAY
Description: Hour of day (0-23).
Example: 12
2
Format: NUMBER
MINUTE_OF_HOUR
Description: Minute of hour (0-59).
Example: 30
3
Format: NUMBER
DATABASE_TIME
Description: Clock time.
Example: 2002-06-22 09:00:00
4
Format: DATE
AM_PM_VALUE
Description: Flag for AM or PM (0-1).
Example: 1
5
QUARTER_HOUR_START_TIME
Description: Quarter hour period start expressed as clock time
Example: 1/1/2001 12:15:00 AM
6
Format: DATE
QUARTER_HOUR_NUM
Description: Quarter hour period number (1-4).
7
Example: 1
232
TIME_OF_DAY
#
Column name
Description
Format: NUMBER
HALF_HOUR_START_TIME
Description: Half hour period start expressed as clock time.
Example: 1/1/2001 12:30:00 AM
8
Format: DATE
HALF_HOUR_NUM
9
Description: Half hour period number (1-2)
Example: 1
Format: NUMBER
10 DM_CREATED_DATE
11 DM_UPDATED_DATE
TIME_OF_DAY 233
Self-service (SELFHELP) tables
SELFHELP_ALERT
The SELFHELP_ALERT dimension table models the type of the alert data presented to the subscriber. Alerts may be
either bulletins such as provider-generated announcements for planned service outages, or they may be application events
generated by the SmartBridge client when it detects certain problems such as connectivity issues in email or browser
software. This information is extracted from the OLTP VendorStat table. Note that as of the 4.13.0 (“MontBlanc”)
release, the client-side implementation of Alerts is a Motive Consulting Services feature.
Added: 4.13.0
SELFHELP_ALERT
#
Column name
SELFHELP_ALERT_KEY
(PK)
1
Description
ALERT_ID
(NK)
A unique identifier for this instance of the alert, extracted from the
VendorStat log data for the alert that is sent up by the client.
2
Example: 1244223
ALERT_TYPE
3
Description: The kind of alert as explained above. Currently known values
are bulletin and event (application).
Example: bulletin
ALERT_TITLE
Description: A manually updated column capturing the title of the alert.
Example: Network down on 1/1/2004 for Upgrade
4
ALERT_DISPLAY_NAME
5 Added: 6.1
Description: A manually updated column, alert displaying name
Example: Network down on 1/1/2007 for Upgrade
234
SELFHELP_ALERT
#
Column name
ALERT_DESC
Description
Description: A manually updated column describing the alert.
Example: Service outage for network upgrade on 1/1/2004
6
ALERT_VALUE
Description: Manually sourced weighting factor for value of alert.
Added: 6.1
Format: NUMBER
IS_BULLETIN
Description: Boolean value indicating if this alert is of type bulletin.
7
Example: 1
8
Format: NUMBER
IS_APPLICATION_EVENT
9
Description: Boolean value indicating if this alert is of type application
event.
Example: 1
Format: NUMBER
10 DM_CREATED_DATE
11 DM_UPDATED_DATE
SELFHELP_ALERT 235
SELFHELP_ALERT_ACTION
The SELFHELP_ALERT_ACTION dimension table represents various types of actions taken by subscribers in response
to service alert displays. For example, in the case of service events, the subscriber may be given the option of fixing the
detected problem by running a self-service flow. The user may choose to accept this and launch the workflow for
self-remediation of the problem.
Added: 4.13.0
#
Column name
SELFHELP_ALERT_ACTION_KEY
Description
1 (PK)
ACTION_NAME
Description: The name of the action chosen by the subscriber. Currently
one of Clicked_PAN_Launch, Clicked_PAN_Cancel,
Clicked_PAN_DontShow.
2
Example: Clicked_PAN_Launch
ACTION_DISPLAY_NAME
3 Added: 6.1
Description: Display name of the self-service Alert Action
Example: Self Service Alert Action
ACTION_DESC
Description: A manually updated column describing the action.
Example: Launch a self-service workflow
4
IS_WORKFLOW_LAUNCH
5
Description: Boolean flag indicating whether the action represents launching
a Motive self-service workflow.
Example: 1
Format: NUMBER
IS_CANCEL
6
Description: Boolean flag indicating whether the action represents a user
cancelling out of the service alert flow.
Example: 1
Format: NUMBER
236
#
Column name
IS_DONT_SHOW
7
Description
Description: Boolean flag indicating whether the action represents a user
choosing not to be notified for subsequent service alerts.
Example: 1
Format: NUMBER
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
SELFHELP_ALERT_ACTION 237
SELFHELP_ALERT_CONTEXT
The SELFHELP_ALERT_CONTEXT dimension table represents the application context from which a service event was
triggered. For example, this may be the Internet Explorer application, with the service event being triggered upon the
loss of network connectivity.
Added: 4.13.0
#
Column name
SELFHELP_ALERT_CONTEXT_KEY
Description
1 (PK)
CONTEXT_NAME
Description: An application content within which the service event
happened. The possible list of names depends upon the client-side
implementation, which typically depends on the provider.
2
Example: Internet Explorer
CONTEXT_DESC
Description: A manually-updated description of the CONTEXT_NAME (above).
Example: The Internet Explorer application.
3
CONTEXT_DISPLAY_NAME
4 Added: 6.1
Description: Display Name for the Alert context
Example: Internet Explorer
5 DM_CREATED_DATE
6 DM_UPDATED_DATE
238
The SELFHELP_ALERT_EVENT fact table captures information about individual service alerts (service bulletins and
service events) generated across the subscriber base.
Added: 4.13.0
#
Column name
Description
SELFHELP_ALERT_EVENT_KEY (PK)
1
DATA_SOURCE_KEY
(FK)
2 Added: 6.1
(FK)
3 Added: 6.1
LOCATION_KEY
the LOCATION table.
(FK)
4 Added: 6.1
SELFHELP_ALERT_KEY
(FK)
5
Description: A foreign key reference to the SELFHELP_ALERT_KEY
column in the SELFHELP_ALERT table. A reference to the type of service
alert.
(FK)
6
Description: A foreign key reference to the
SELFHELP_ALERT_CONTEXT_KEY column in the
SELFHELP_ALERT_CONTEXT table. For service events, a reference to the
application context.
(FK)
7
SELFHELP_ALERT_ACTION_KEY column in the
SELFHELP_ALERT_ACTION table. A reference to the action chosen by the
user in response to the service alert.
SELFHELP_ALERT_EVENT 239
#
Column name
Description
Format: NUMBER
SELFHELP_WORKFLOW_KEY
8
Added: 6.1
CUSTOMER_KEY
(FK)
the CUSTOMER table.
9
ALERT_DATE_KEY
(FK)
10
ALERT_TIME_KEY
(FK)
11
ALERT_ID
(NK)
12
Added: 6.1
(NK)
13
Added: 6.1
CLIENT_ENDPOINT_ID
(NK)
14
Added: 6.1
ALERT_EVENT_GUID
Description: Session key from OLTP ALTERSTAT.SESSIONKEY.
Added: 6.1
ALERT_DATE
Description: The client-side date and time on which the service alert
occurred.
15
16
Example: 2002-06-22 09:00:00
Format: DATE
CUSTOM_ATTR_1
17
Description: Any additional custom properties for the alert event. Provided
for field-customization.
18
240
CUSTOM_ATTR_2
#
Column name
Description
CUSTOM_ATTR_3
19
CUSTOM_ATTR_4
20
CUSTOM_ATTR_5
21
EXTERNAL_CONTEXT_ID
(NK)
22
Added: 6.1
Format: NUMBER
23 DM_CREATED_DATE
24 DM_UPDATED_DATE
SELFHELP_ALERT_EVENT 241
SELFHELP_ALERTS_BY_DATE
The SELFHELP_ALERTS_BY_DATE summary table provides a rollup of Service Alerts system activity (both service
bulletins and service events) by date.
Added: 4.13.0
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
SELFHELP_ALERT_KEY
(PK) (FK)
2
Description: A foreign key reference to the SELFHELP_ALERT_KEY
column in the SELFHELP_ALERT table. The service alert instance (service
bulletin or service event) represented by this row. Also serves as a primary
key for this table.
(PK) (FK)
3
SELFHELP_ALERT_CONTEXT_KEY column in the
SELFHELP_ALERT_CONTEXT table. The application context in case this is
an service event. This is UNDEFINED for service bulletins.Also serves as a
primary key for this table.
ALERT_COUNT
Description: Number of occurrences.
Example: 1000
4
Format: NUMBER
CUSTOMER_COUNT
5
Description: Number of unique subscribers to whom this service alert was
displayed.
Example: 995
Format: NUMBER
WORKFLOW_LAUNCHED_COUNT
6
Description: Service events may offer to fix the detected problem, by running
a Motive self-service flow. This column captures the number of times customers
chose to launch into such self-service worfklows.
Example: 790
242
#
Column name
Description
Format: NUMBER
CANCELLED_COUNT
Description: Service events may offer to fix the detected problem, by running
a Motive self-service flow. This column captures the number of times customers
chose to cancel such self-service worfklows.
7
Example: 10
Format: NUMBER
DONTSHOW_COUNT
8
Description: Number of times customers requested that future service alerts
not be displayed.
Example: 5
Format: NUMBER
9 Added: 6.1
for this table.
LOCATION_KEY
(PK) (FK)
10 Added: 6.1
the LOCATION table. Foreign key to LOCATION table.Also serves as a
primary key for this table.
11 DM_CREATED_DATE
12 DM_UPDATED_DATE
SELFHELP_ALERTS_BY_DATE 243
SELFHELP_CONTENT
The SELFHELP_CONTENT table represents self-service content. Attributes for this dimension are derived from the
SELFHELPCONTENTPATH table.
SELFHELP_CONTENT
#
Column name
SELFHELP_CONTENT_KEY
Description
(PK)
Example: 1
1
CONTENT_PATH
Description: Relative path from the server root to the content.
Example: /DSLContent/EmailHelp/OfflineFAQs.mfaq
2
CONTENT_TYPE
Description: The category into which the content falls.
Example: e-mail
3
CONTENT_DESC
Description: A brief description of the content.
Example: Content about email issues.
4
CONTENT_VALUE
5
Description: This is an ROI weight that is used indicate the relative value
of this content in aggregate self-service ROI value calculations.
Example: 1
Format: NUMBER
SELFHELP_CONTENT_PATH_ID (NK)
Example: 1
6
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
244
SELFHELP_CONTENT_ACCESS
The SELFHELP_CONTENT_ACCESS table is a secondary fact table that stores details about content accessed during the
course of a self-service session. This fact table will not have any data coming from the out of the box OLTP for this release.
However, for future professional services customizations, the data_source_key column is added.
#
Column name
Description
SELFHELP_CONTENT_ACCESS_KEY
(PK)
1
Example: 1
(FK)
2
Description: A foreign key reference to the SELFHELP_CONTENT_KEY
column in the SELFHELP_CONTENT table.
CREATED_DATE_KEY
(FK)
3
CREATED_TIME_KEY
(FK)
4
(FK)
5 Added: 6.1
LOCATION_KEY
the LOCATION table.
(FK)
6 Added: 6.1
DATA_SOURCE_KEY
(FK)
7 Added: 6.1
SELFHELP_SESSION_KEY
8 Added: 6.1
(FK)
Description: A foreign key reference to the SELFHELP_SESSION_KEY
column in the SELFHELP_SESSION table. Reserved for future use.
SELFHELP_CONTENT_ACCESS 245
#
Column name
Description
SELFHELP_SESSION_CONTENT_ID
(NK)
Example: 1
9
CONTENT_ACCESS_DATE
Description: Date and time at which the content was accessed.
Example: 6/28/2002 4:14:15 AM
10
Format: DATE
SRC_DB_TIMESTAMP
11
Description: Created timestamp of the source WORKFLOWSTAT record,
generated by the OLTP database server.
Added: 4.13.0
Example: 2002-06-22 09:00:00
Format: DATE
CLIENT_TIMESTAMP
12 Added: 4.13.0
Description: The timestamp from the client computer.
Example: 2002-06-22 09:00:00
Format: DATE
IS_FROM_ASSISTANT
Description: Is the content access from an assistant?
Example: 1
13
Format: NUMBER
USER_COMMENTS
Description: Remarks or comments from the subscriber.
Example: My problem is solved!!!
14
15 DM_CREATED_DATE
16 DM_UPDATED_DATE
246
SELFHELP_CONTENT_ACCS_BY_DATE
summarizes self-service content access statistics by content and calendar day.
#
Column name
Description
(PK)
1
CALENDAR_DATE_KEY
(PK) (FK)
2
table.
3 Added: 6.1
for this table.
LOCATION_KEY
(FK)
4 Added: 6.1
the LOCATION table. Foreign key to LOCATION table.
CONTENT_ACCESS_COUNT
5
Description: Total number of times content was accessed on this day.
Example: 20
Format: NUMBER
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
SELFHELP_CONTENT_ACCS_BY_DATE 247
SELFHELP_CUSTOMSTAT
Fact table for reporting on custom workflow statistics.
Added: 6.1
SELFHELP_CUSTOMSTAT
#
Column name
Description
SELFHELP_CUSTOMSTAT_KEY
1
DATA_SOURCE_KEY
(FK)
2
CUSTOMER_KEY
(FK)
the CUSTOMER table.
3
(FK)
4
LOCATION_KEY
(FK)
the LOCATION table.
5
STAT_DATE_KEY
(FK)
6
STAT_TIME_KEY
(FK)
7
(NK)
8
CLIENT_ENDPOINT_ID
(NK)
9
10 CUSTOMSTAT_ID (NK)
248
SELFHELP_CUSTOMSTAT
#
Column name
Description
INSERTED
Description: Date record is first inserted.
Example: 2002-06-22 09:00:00
11
CLIENTDATE
Description: Client date of selfhelp event.
Example: 2002-06-22 09:00:00
12
Format: DATE
SESSION_KEY
Description: Session key carried forward from OLTP
CUSTOMSTAT.SESSIONKEY
13
ACTION
Description: Action associated with a particular step in the custom workflow.
14
CUSTOM_ATTR_1
15
CUSTOM_ATTR_2
16
CUSTOM_ATTR_3
17
CUSTOM_ATTR_4
18
CUSTOM_ATTR_5
19
20 DM_CREATED_DATE
21 DM_UPDATED_DATE
SELFHELP_CUSTOMSTAT 249
SELFHELP_SESSION
The SELFHELP_SESSION table is the primary fact table for this subject area and is derived from the WORKFLOWSTAT
table in the Motive support OLTP schema. This table contains information about a subscriber's attempt to use self-service
to resolve a problem using static content, running a self-service workflow, and, if necessary, escalating the issue to an
assisted service request.
SELFHELP_SESSION
#
Column name
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2 Added: 6.1
(FK)
3 Added: 6.1
LOCATION_KEY
(FK)
4 Added: 6.1
the LOCATION table.
START_DATE_KEY
(FK)
5 Added: 6.1
START_TIME_KEY
(FK)
6 Added: 6.1
END_DATE_KEY
(FK)
7 Added: 6.1
END_TIME_KEY
(FK)
8 Added: 6.1
250
SELFHELP_SESSION
#
Column name
Description
(FK)
the CUSTOMER table. The broadband subscriber.
CUSTOMER_KEY
9
(NK)
10
Added: 6.1
CLIENT_ENDPOINT_ID
(NK)
11
Added: 6.1
WAS_ESCALATED
Description: Indicates whether this session was escalated to an assisted
service incident. 1 = yes, 0 = no.
12
Example: 0
Format: NUMBER
HAS_RECENT_ESCALATION
13
Description: Indicates whether there has been a recent escalation from the
same contact in the specified amount of time. 1 = yes, 0 = no.
Example: 1
Format: NUMBER
HAS_SESSION_WORKFLOW_VALUE
14 Added: 6.1
Description: Indicates whether there has been a workflow session value
Example: 0 or 1
Format: NUMBER
HAS_CONTENT_ACCESS_VALUE
15
Description: Indicates whether the session has any assigned content access
value for ROI calculations.
Example: 0
Format: NUMBER
IS_EXCLUDED_FROM_ROI
16 Added: 6.1
Description: Is the self-service session excluded from ROI calculation
Example: 0 or 1
Format: NUMBER
START_DATE
Description: Start Timestamp of the self-service session
Added: 6.1
Example: 2002-06-22 09:00:00
17
SELFHELP_SESSION 251
SELFHELP_SESSION
#
Column name
Description
Format: DATE
Description: End Timestamp of the self-service session
END_DATE
18 Added: 6.1
Example: 2002-06-22 09:00:00
Format: DATE
Description: Total seconds taken for this session
SESSION_DURATION
19 Added: 6.1
Example: 1000
Format: NUMBER
Description: Total number of workflows run for the session.
WORKFLOW_RUN_COUNT
Example: 1
20
Format: NUMBER
EXTERNAL_CONTEXT_ID
(NK)
21
Added: 6.1
CRM_TICKET_ID
Format: NUMBER
(NK)
22
Added: 6.1
23 Added: 6.1
Example: PHONE
24
(NK)
Added: 6.1
CUSTOM_ATTR_1
25
CUSTOM_ATTR_2
26
CUSTOM_ATTR_3
27
252
SELFHELP_SESSION
#
Column name
CUSTOM_ATTR_4
Description
28
CUSTOM_ATTR_5
29
SOLUTION_CONTEXT
Added: 4.13.2
30
Description: A new category of Motive products called service modules are
available, which provide solutions targeted at specific areas, using existing
Motive self-service or assisted-service technologies). For example, HomeView,
Security and IPTV solutions. In terms of ROI, each of these service modules
is broken out into a separate product, with associated
adoption/conversion/usage metrics. The purpose of this column is to record
the solution within which the self-service session and its associated workflows
executed. Known out-of-box solution contexts: IPTV, SECURITY,
HOMENETWORKING, and null, referring to "classic" (break/fix) self-service.
31 DM_CREATED_DATE
32 DM_UPDATED_DATE
SELFHELP_SESSION 253
SELFHELP_SESSIONS_BY_DATE
This is a summary table that aggregates self-service session statistics by calendar day.
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
SESSION_COUNT
Description: Total number of session on that day.
Example: 5
2
Format: NUMBER
CUSTOMER_COUNT
Description: Count of distinct customers for a given day.
Added: 6.1
Format: NUMBER
VALUED_WORKFLOW_SESSION_
COUNT
Description: Total number of valued workflow session on the day
3
Example: 2
4
Added: 6.1
Format: NUMBER
ESCALATED_COUNT
Description: Total number of escalated self-service sessions on that day.
Example: 5
5
Format: NUMBER
6 Added: 6.1
for this table.
LOCATION_KEY
(PK) (FK)
7 Added: 6.1
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
254
SELFHELP_WORKFLOW
The SELFHELP_WORKFLOW dimension represents self-service workflows run to diagnose and repair problems on the
subscriber machine automatically. Examples of self-service workflows include a connectivity check, ping test, or email
test. Attributes for this dimension are derived from the WORKFLOW and WORKFLOWPROBLEMTYPE tables.
SELFHELP_WORKFLOW
#
Column name
Description
(PK)
Example: 1
1
WORKFLOW_NAME
Description: Name of the workflow.
Example: Install
2
WORKFLOW_DESC
3 Added: 6.1
Description: Description of the selfhelp workflow
Example: Installation of Motive solution
WORKFLOW_VALUE
4
of this workflow in aggregate self-service ROI value calculations.
Example: 1
Format: NUMBER
WORKFLOW_DISPLAY_NAME
5 Added: 6.1
Description: Display name of the selfhelp workflow
Example: Deployment of Motive solution
WORKFLOW_VERSION
6 Added: 6.1
Description: Version of the workflow
Example: 1
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
SELFHELP_WORKFLOW 255
The SELFHELP_WORKFLOW_RUN table is another secondary fact table that stores details about workflows that are run
during a self-service session such as the test run and their results.
#
Column name
Description
SELFHELP_WORKFLOW_RUN_KEY
1
(PK)
DATA_SOURCE_KEY
(FK)
2 Added: 6.1
(FK)
3 Added: 6.1
LOCATION_KEY
(FK)
the LOCATION table.
4 Added: 6.1
CUSTOMER_KEY
the CUSTOMER table. Foreign key to customer table.
(FK)
5 Added: 6.1
WORKFLOW_KEY
Description: A foreign key reference to the SELFHELP_WORKFLOW_KEY
column in the SELFHELP_WORKFLOW table.
(FK)
6 Added: 6.1
WORKFLOW_STATUS_KEY
(FK)
7 Added: 6.1
SELFHELP_WORKFLOW_STATUS_KEY column in the
SELFHELP_WORKFLOW_STATUS table.
WORKFLOW_START_DATE_KEY
8 Added: 6.1
(FK) Description: A foreign key reference to the CALENDAR_DATE_KEY
256
#
Column name
Description
WORKFLOW_START_TIME_KEY
9 Added: 6.1
(FK) Description: A foreign key reference to the TIME_OF_DAY_KEY column
WORKFLOW_END_DATE_KEY
(FK)
10 Added: 6.1
WORKFLOW_END_TIME_KEY
(FK)
11 Added: 6.1
WORKFLOW_RUN_ID
(NK)
12
Added: 6.1
WORKFLOW_RUN_GUID
Description: This holds the sessionkey from the OLTP WORKFLOWSTAT
table.
13 Added: 6.1
(FK)
14 Added: 6.1
Description: A foreign key reference to the SELFHELP_SESSION_KEY
column in the SELFHELP_SESSION table. Foreign key to
SELFHELP_SESSION.
(NK)
15
Added: 6.1
CLIENT_ENDPOINT_ID
(NK)
16
Added: 6.1
IS_FIRST_WORKFLOW
Description: Indicates whether this is the first workflow
17 Added: 6.1
Example: 0 or 1
Format: NUMBER
IS_LAST_WORKFLOW
18 Added: 6.1
Description: Indicates whether this is the last workflow
Example: 0 or 1
Format: NUMBER
SELFHELP_WORKFLOW_RUN 257
#
Column name
WAS_PHONE_ESCALATION
19
Description
Description: Indicates whether any phone escalation happened for this
selfhelp workflow
Added: 6.1
Example: 0 or 1
Format: NUMBER
WAS_ELECTRONIC_ESCALATION
20
Description: Indicates whether any electronic escalation happened for this
selfhelp workflow
Added: 6.1
Example: 0 or 1
Format: NUMBER
Description: Selfhelp workflow start timestamp
WORKFLOW_START_DATE
21 Added: 6.1
Example: 2002-06-22 09:00:00
Format: DATE
Description: Selfhelp workflow end timestamp
WORKFLOW_END_DATE
22 Added: 6.1
Example: 2002-06-22 09:00:00
Format: DATE
Description: Total number of seconds taken for this workflow
DURATION_SECS
23 Added: 6.1
Example: 1000
Format: NUMBER
Description: Number of selfhelp workflow executed
WORKFLOW_RUN_NUMBER
24 Added: 6.1
Example: 2
Format: NUMBER
EXTERNAL_CONTEXT_ID
(NK)
25
Added: 6.1
Format: NUMBER
SOLUTION_CONTEXT
Added: 6.1
26
258
#
Column name
Description
Example: OfflineDispatcher
27 DM_CREATED_DATE
28 DM_UPDATED_DATE
SELFHELP_WORKFLOW_RUN 259
The SELFHELP_WORKFLOW_RUN_BY_DATE table summarizes self-service workflow execution statistics by workflow and
calendar day.
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
SELFHELP_WORKFLOW_KEY (PK) (FK)
2
column in the SELFHELP_WORKFLOW table. Also serves as a primary key
for this table.
WORKFLOW_RUN_COUNT
Description: The total number of workflows run on this day.
Example: 25
3
Format: NUMBER
CUSTOMER_COUNT
Description: Count of distinct customers for a given day.
Added: 6.1
Format: NUMBER
for this table.
4
5 Added: 6.1
LOCATION_KEY
(PK) (FK)
6 Added: 6.1
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
260
SELFHELP_WORKFLOW_STATUS
The SELFHELP_WORKFLOW_STATUS dimension table represents status of a self-service workflow execution. Attributes
in this dimension are derived from the WORKFLOWSTATUS table.
#
Column name
SELFHELP_WORKFLOW_STATUS_KEY
Description
1 (PK)
STATUS_NAME
2
Description: This represents the status of the workflow after execution.
Possible values are: Escalated, PhoneEscalated, NoProblemFound,
NoProblemFound_Escalated, SelfHelpSolved, and
SelfHelpSolved_Escalated.
Example: Escalated
STATUS_DESC
Description: Description of what the status tries to represent in that
workflow.
Example: This resulted in escalation to an assisted
3
service request.
STATUS_VALUE
4
of this workflow status in aggregate self-service ROI value calculations.
Example: 1
Format: NUMBER
STATUS_DISPLAY_NAME
5 Added: 6.1
Description: Display name of the workflow status
Example: Escalation
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
SELFHELP_WORKFLOW_STATUS 261
SELFHELP_WORKFLOW_STEP
This dimension contains information about the steps inside a workflow that are installed as part of motive product.
Added: 6.1
#
Column name
SELFHELP_WF_STEP_KEY
Description
(PK)
1
STEP_NAME
2
Description: Name of the steps involved inside a workflow that are installed
as part of motive product
Example: /t_getCreatpassword.jsp
STEP_DESC
Description: Description of the steps involved inside a workflow
Example: Create Password
3
STEP_VALUE
4
Example: 1
Format: NUMBER
STEP_DISPLAY_NAME
Description: Display name of the steps involved inside a workflow
5
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
262
This fact table contains the fine grain detail regarding the steps in a workflow. The level of detail in this table matches
that found in the OLTP WORKFLOWSTAT table.
Added: 6.1
#
Column name
SELFHELP_WORKFLOW_STEP_RUN_
Description
1 KEY (PK)
DATA_SOURCE_KEY
(FK)
2
WORKFLOW_KEY
(FK)
column in the SELFHELP_WORKFLOW table.
3
WORKFLOW_STEP_STATUS_KEY (FK)
4
SELFHELP_WF_STEP_STATUS_KEY column in the
SELFHELP_WORKFLOW_STEP_STATUS table.
WORKFLOW_STEP_KEY
(FK)
5
Description: A foreign key reference to the SELFHELP_WF_STEP_KEY
column in the SELFHELP_WORKFLOW_STEP table.
RUN_DATE_KEY
(FK)
6
RUN_TIME_KEY
(FK)
7
(FK)
8
SELFHELP_WORKFLOW_RUN_KEY column in the
SELFHELP_WORKFLOW_RUN table. Foreign key to
SELFHELP_WORKFLOW_STEP_RUN 263
#
Column name
WORKFLOW_STEP_RUN_ID
Description
(NK)
9
WORKFLOW_STEP_RUN_GUID
Description: Session identifier from OLTP.
10
(NK)
11
CLIENT_ENDPOINT_ID
(NK)
12
IS_RUN_OFFLINE
Description: Indicates whether this selfhelp workflow step runs offline
Example: 0 or 1
13
Format: NUMBER
IS_AUTOMATED
Description: Indicates whether the selfhelp workflow is automated run
Example: 0 or 1
14
Format: NUMBER
SRC_DB_TIMESTAMP
Description: Source database timestamp (OLTP database inserted time.)
Example: 2002-06-22 09:00:00
15
Format: DATE
CLIENT_TIMESTAMP
Description: Timestamp as reported by the client
Example: 2002-06-22 09:00:00
16
Format: DATE
DURATION_SECS
Description: Total time taken in seconds to run the workflow step
Example: 1000
17
Format: NUMBER
STEP_NUMBER
Description: Indicates the order of the steps
18
Example: 3
264
#
Column name
Description
Format: NUMBER
Description: Indicates whether this selfhelp workflow step is first run
IS_FIRST_STEP
Example: 0 or 1
19
Format: NUMBER
Description: Indicates whether this selfhelp workflow step is last run
IS_LAST_STEP
Example: 0 or 1
20
Format: NUMBER
Description: Action name for the step
STEP_ACTION
Example: FlowEnd
21
SOLUTION_CONTEXT
22
EXTERNAL_CONTEXT_ID
(NK)
23
Format: NUMBER
CUSTOM_ATTR_1
24
CUSTOM_ATTR_2
25
CUSTOM_ATTR_3
26
SELFHELP_WORKFLOW_STEP_RUN 265
#
Column name
CUSTOM_ATTR_4
Description
27
CUSTOM_ATTR_5
28
29 DM_CREATED_DATE
30 DM_UPDATED_DATE
266
SELFHELP_WORKFLOW_STEP_STATUS
Dimension that contains information associated with status values.
Added: 6.1
#
Column name
SELFHELP_WF_STEP_STATUS_KEY
Description
1 (PK)
STATUS_NAME
Description: Status of the selfhelp workflow step after execution
Example: PASS
2
STATUS_DESC
Description: Status Description for the the step
Example: Successfully executed
3
STATUS_VALUE
4
Example: 1
Format: NUMBER
STEP_STATUS_DISPLAY_NAME
5
Description: Status display name
Example: Success
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
SELFHELP_WORKFLOW_STEP_STATUS 267
Phone channel tables
VOICE_ANALYST_ACTION
This is a new dimension representing the type of an action (server-side) performed by a phone-CSR (aka voice analyst).
The source of the data is the AssistedStat table, where the externalRef is the Voice channel.
Added: 6.1
#
Column name
VOICE_ANALYST_ACTION_KEY (PK)
Description
1
ACTION_NAME
Description: Name of the action chosen by the Analyst
Example: CallTransfer
2
ACTION_DESC
3
Description: Description of an action (server-side) performed by a phone-CSR
(aka voice analyst).
Example: Transfer the call
ACTION_TYPE
4
Description: Type of an action (server-side) performed by a phone-CSR (aka
voice analyst).
Example: Transfer
ACTION_ID
(NK)
5
Format: NUMBER
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
268
VOICE_ANALYST_STEP_STATUS
Added: 6.1
#
Column name
VOICE_ANALYST_STEP_STATUS_
Description
1 KEY (PK)
STATUS_NAME
Description: Status of the Voice Analyst step
Example: PASS
2
STATUS_DESC
Description: Status Description for the the step
Example: Successfully executed
3
STATUS_DISPLAY_NAME
4
Description: Display name of the voice analyst step status
Example: Escalation
5 DM_CREATED_DATE
6 DM_UPDATED_DATE
VOICE_ANALYST_STEP_STATUS 269
VOICE_ANALYST_WFLOW_STEP_RUN
This table is used to represent detailed actions taken during a voice workflow.
Added: 6.1
#
Column name
Description
VOICE_ANALYST_WF_STEP_RUN_
1 KEY (PK)
DATA_SOURCE_KEY
(FK)
2
(FK)
3
LOCATION_KEY
(FK)
4
the LOCATION table.
VOICE_ANALYST_WORKFLOW_KEY
(FK)
5
VOICE_ANALYST_WORKFLOW_KEY column in the
VOICE_ANALYST_WORKFLOW table.
VOICE_ANALYST_STEP_STATUS_
KEY (FK)
6
VOICE_ANALYST_STEP_STATUS_KEY column in the
VOICE_ANALYST_STEP_STATUS table.
VOICE_ANALYST_WFLOW_STEP_KEY
(FK)
7
VOICE_ANALYST_WFLOW_STEP_KEY column in the
VOICE_ANALYST_WORKFLOW_STEP table.
RUN_DATE_KEY
(FK)
8
270
#
Column name
Description
(FK)
RUN_TIME_KEY
9
VOICE_SESSION_KEY
(FK)
Description: A foreign key reference to the VOICE_SESSION_KEY
column in the VOICE_SESSION table. Foreign key to VOICE_SESSION
table.
10
Format: NUMBER
CUSTOMER_KEY
(FK)
the CUSTOMER table.
11
ANALYST_KEY
(FK)
the ANALYST table. Foreign key to ANALYST table.
12
(NK)
13
Description: Session key from OLTP.
14
(NK)
15
CLIENT_ENDPOINT_ID
(NK)
16
ANALYST_ID
(NK)
17
SRC_DB_TIMESTAMP
Description: OLTP database timestamp
Example: 2002-06-22 09:00:00
18
Format: DATE
CLIENT_TIMESTAMP
Description: Time stamp of the worflow step run
19
Example: 2002-06-22 09:00:00
VOICE_ANALYST_WFLOW_STEP_RUN 271
#
Column name
Description
Format: DATE
Description: Total time taken in seconds to run the workflow step
DURATION_SECS
Example: 1000
20
Format: NUMBER
STEP_NUMBER
Example: 3
21
Format: NUMBER
Description: Indicates whether this voice workflow step is first run
IS_FIRST_STEP
Example: 0 or 1
22
Format: NUMBER
Description: Indicates whether this analyst voice workflow step is last run
IS_LAST_STEP
Example: 0 or 1
23
Format: NUMBER
STEP_ACTION
Example: FlowEnd
24
SOLUTION_CONTEXT
25
EXTERNAL_CONTEXT_ID
(NK)
26
Format: NUMBER
272
#
Column name
CUSTOM_ATTR_1
Description
27
CUSTOM_ATTR_2
28
CUSTOM_ATTR_3
29
CUSTOM_ATTR_4
30
CUSTOM_ATTR_5
31
32 DM_CREATED_DATE
33 DM_UPDATED_DATE
VOICE_ANALYST_WFLOW_STEP_RUN 273
VOICE_ANALYST_WORKFLOW
This dimension represents the various flows involved in a voice workflow.
Added: 6.1
#
Column name
Description
1 (PK)
WORKFLOW_NAME
Example: Install
2
WORKFLOW_DESC
Description: Description of the voice workflow
3
SOLUTION_NAME
Description: Name of solution.
4
Description: Display name for the voice workflow
Example: Install
5
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
274
VOICE_ANALYST_WORKFLOW_STEP
This is a new dimension representing an individual step in the electronic (break/fix) workflows. They are executed in the
context of the subscriber's PC, under the direction of a phone CSR.
Added: 6.1
#
Column name
Description
1 (PK)
STEP_NAME
2
Description: Name of the steps involved inside a workflow that are installed
as part of motive product
Example: /t_getCreatpassword.jsp
STEP_DESC
Description: Description of the steps involved inside a workflow
3
STEP_DISPLAY_NAME
4
5 DM_CREATED_DATE
6 DM_UPDATED_DATE
VOICE_ANALYST_WORKFLOW_STEP 275
VOICE_SESSION
The VOICE_SESSION represents a call coming in from the ACD (Automatic Call Dispatcher) that has been routed to
the voice server for automated resolution and has a validated subscriber on the other end. This is the primary fact table
that corresponds to the subscriber call. Part of the information captured in this table concerns the call processing that
was done by the automated server. The remaining part will contain information about phone CSR interactions, should
the call have been escalated. Various call-specific summarizations (number of workflow steps, number of subsystems
checked, and so on) are stored in this fact table. Call resolution status is also stored, along with other contextual information
such as ANI, DNIS, and so on, if available.
VOICE_SESSION
#
Column name
DATA_SOURCE_KEY
Description
(FK)
1 Added: 6.1
VOICE_SESSION_KEY
(PK)
2
CUSTOMER_KEY
(FK)
the CUSTOMER table. The subscriber who was authenticated.
3
(NK)
4
Added: 6.1
Format: NUMBER
(FK)
5 Added: 6.1
LOCATION_KEY
the LOCATION table.
(FK)
6 Added: 6.1
CREATED_DATE_KEY
(FK)
7
8
276
CREATED_TIME_KEY
(FK)
VOICE_SESSION
#
Column name
Description
SESSION_CREATED_DATE
9
Description: The date and time the voice server created an OLTP incident
record for this call
Added: 6.1
Example: 2002-06-22 09:00:00
Format: DATE
SESSION_CLOSED_DATE
Added: 6.1
10
Description: If the problem was successfully resolved by the automated
voice flow, then the incident record in the OLTP database is marked as closed.
However, in the event that the incident got escalated, the life cycle management
of the incident is now in an external help desk ticket system. Closing out of
the voice incident in the Motive system now depends on a custom adaptor
typically written by Motive Consulting Services. This contains the close date
of the voice incident.
Example: 2002-06-22 09:00:00
Format: DATE
WAS_CALL_DISCONNECTED
11
Description: Indicates if the call was disconnected abnormally, as seen by
the server.
Example: 0
Format: NUMBER
WAS_ESCALATED
Description: Indicates if the call was escalated to a CSR.
Example: 0
12
Format: NUMBER
13
Description: Indicates whether there has been a recent escalation from the
same contact in the specified amount of time. 1 = yes, 0 = no.
Example: 1
Format: NUMBER
WAS_CALL_ZERO_OUT
Description: Indicates whether the caller chose to hit the equivalent of a 0
(operator) button during the course of some voice workflow step to escalate
to a live phone CSR.
14
Example: 0
Format: NUMBER
VOICE_SESSION 277
VOICE_SESSION
#
Column name
WAS_DIAGCODE_CHECKED
15
Description
Description: Indicates if the voice server received a diagnostic code from
the subscriber.
Example: 0
Format: NUMBER
WAS_REMOTE_CONTROL_USED
Description: Indicates if the CSR used remote control during this incident.
Example: 0 or 1
16
Format: NUMBER(16)
WAS_CREATED_BY_ANALYST
17 Added: 6.1
Description: Indicates whether the call was created by the analyst
Example: 0 or 1
Format: NUMBER(16)
WAS_CREATED_BY_SERVER
18 Added: 6.1
Description: Indicates whether the call was created by the server
Example: 0 or 1
Format: NUMBER(16)
19 Added: 6.1
Description: Is the voice session excluded from ROI calculation
Example: 0 or 1
Format: NUMBER
FIRST_ANALYST_KEY
(FK)
20
the ANALYST table. Currently unused. For details related to voice sessions
created by a CSR, refer to VOICE_ANALYST_ACTION.
Format: NUMBER
LAST_ANALYST_KEY
(FK)
21
the ANALYST table. Currently unused. For details related to voice sessions
created by a CSR, refer to VOICE_ANALYST_ACTION.
Format: NUMBER
ANALYST_END_DATE
22
Description: For sessions that were escalated to an CSR, the date and time
at which the CSR last interacted with the voice session data gathered by the
automated voice flow.
Example: 2002-06-22 09:00:00
278
VOICE_SESSION
#
Column name
Description
Format: DATE
ANALYST_START_DATE
Description: For sessions that were escalated to an CSR, the date and time
at which the CSR first interacted with the voice session data gathered by the
automated voice flow.
23
Example: 2002-06-22 09:00:00
Format: DATE
ANALYST_COUNT
Description: The number of CSRs that have been assigned to this incident.
Example: 1
24
Format: NUMBER(16)
ANALYST_WORKFLOW_RUN_COUNT
25 Added: 6.1
Description: Total number of workflows executed by an analyst
Example: 2
Format: NUMBER(16)
WORKFLOW_START_DATE
Description: The date and time at which the voice workflow began
Example: 2002-06-22 09:00:00
26
Format: DATE
WORKFLOW_END_DATE
Description: The date and time at which the voice workflow ended
Example: 2002-06-22 09:00:00
27
Format: DATE
WORKFLOW_TIME_SECS
28
Description: The difference between the start and end dates for the voice
workflow session.
Example: 120
Format: NUMBER(16)
WAS_RESOLVED_IN_WORKFLOW
Description: Was the problem resolved during the course of the automated
voiceflow. Status codes of Closed_Solved and Closed_NPF are used in deriving
this value.
29
Example: 0 or 1
Format: NUMBER(16)
VOICE_SESSION 279
VOICE_SESSION
#
Column name
Description
FIRST_WORKFLOW_STEP_KEY
30
(FK) Description: A foreign key reference to the VOICE_WORKFLOW_STEP_KEY
column in the VOICE_WORKFLOW_STEP table.
Format: NUMBER
LAST_WORKFLOW_STEP_KEY
(FK)
31
Description: A foreign key reference to the VOICE_WORKFLOW_STEP_KEY
column in the VOICE_WORKFLOW_STEP table.
Format: NUMBER
WORKFLOW_STEP_COUNT
Description: The number of steps in this workflow.
Example: 15
32
Format: NUMBER
TRANSFER_NUMBER
33
Description: If the call was escalated, then the number it was transferred
to, if available.
Example: 1
Format: NUMBER(16)
VOICE_SESSION_STATUS_KEY (FK)
34
VOICE_SESSION_STATUS_KEY column in the VOICE_SESSION_STATUS
table.
Format: NUMBER(16)
DIAGNOSTIC_CODE_COUNT
35
Description: The number of times the a diagnostic code (the encoded voice
telemetry) was collected from the caller.
Example: 2
Format: NUMBER
VOICE_SUBSYSTEM_COUNT
Added: 6.1
Description: Total Number of Voice subsystem count (backend subsystems
such as outage or provisioning systems that can be invoked from either the
automated voice flows or manually by a phone CSR)
36
Example: 12
Format: NUMBER
CALLER_ANI
37
Description: The phone number of the caller (subscriber) if available. ANI
(Automatic Number Identification) provides the receiver of a call with the
calling number.
280
VOICE_SESSION
#
Column name
Description
Description: The number that was called (that is, the 1-800 number). DNIS
(Dialed Number Identification Service) provides the receiver of a call the
number the caller dialed.
CALLER_DNIS
38
CRM_TICKET_ID
(NK)
39
Added: 6.1
EXTERNAL_CONTEXT_ID
(NK)
40
Added: 6.1
Format: NUMBER
CUSTOM_ATTR_1
41
CUSTOM_ATTR_2
42
CUSTOM_ATTR_3
43
CUSTOM_ATTR_4
44
CUSTOM_ATTR_5
45
46 DM_CREATED_DATE
47 DM_UPDATED_DATE
VOICE_SESSION 281
VOICE_SESSION_ANALYST_ACTION
This fact table provides information on actions taken by a CSR during the course of voice workflows. Segmentation by
line of business and location is possible.
Added: 6.1
#
Column name
Description
VOICE_SESS_ANALYST_ACTION_
1 KEY (PK)
DATA_SOURCE_KEY
(FK)
2
(FK)
3
LOCATION_KEY
(FK)
4
the LOCATION table.
ANALYST_KEY
(FK)
the ANALYST table. Foreign key to ANALYST table.
5
Format: NUMBER
CUSTOMER_KEY
(FK)
6
the CUSTOMER table.
VOICE_ANALYST_ACTION_KEY (FK)
7
VOICE_ANALYST_ACTION_KEY column in the VOICE_ANALYST_ACTION
table.
ACTION_DATE_KEY
(FK)
8
282
#
Column name
ACTION_TIME_KEY
Description
(FK)
9
ASSISTED_STAT_ID
(NK)
10
EXTERNAL_CONTEXT_ID
(NK)
11
(NK)
12
Format: NUMBER
SESSION_ID
(NK)
13
VOICE_SESSION_KEY
14
(FK)
column in the VOICE_SESSION table. Foreign key to VOICE_SESSION.
Format: NUMBER
ACTION_DATE
Description: Action taken date by the analyst for the voice session
Example: 2002-06-22 09:00:00
15
Format: DATE
CUSTOM_ATTR_1
16
CUSTOM_ATTR_2
17
CUSTOM_ATTR_3
18
CUSTOM_ATTR_4
19
CUSTOM_ATTR_5
20
VOICE_SESSION_ANALYST_ACTION 283
#
Column name
Description
21 DM_CREATED_DATE
22 DM_UPDATED_DATE
284
VOICE_SESSION_STATUS
This will indicate the status of the voice-server session.
#
Column name
VOICE_SESSION_STATUS_KEY (PK)
Description
1
Format: NUMBER(16) NOT NULL
STATUS_NAME
2
Description: The name of the status. Possible values are: Closed_NPF,
Closed_Solved, Closed_Disconnected, Closed_Unknown,
Escalated_Electronically, Escalated_NPF, Escalated_Zero_Out,
Escalated_Invalid_Session, Escalated_Unknown.
Example: Closed_Solved
STATUS_DISPLAY_NAME
3
Description: The name of the status. Possible values are: Closed_NPF,
Closed_Solved, Closed_Disconnected, Closed_Unknown,
Escalated_Electronically, Escalated_NPF, Escalated_Zero_Out,
Escalated_Invalid_Session, Escalated_Unknown.
Example: Escalated_NPF
4 DM_CREATED_DATE
5 DM_UPDATED_DATE
VOICE_SESSION_STATUS 285
VOICE_SESSIONS_BY_DATE
This summary table identifies the various methods of resolution for voice workflows over date.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
2
for this table.
SESSION_COUNT
Example: 10
3
Format: NUMBER(16)
CUSTOMER_COUNT
Description: Total number of customers for a given day.
4
Format: NUMBER(16)
DIAGNOSTIC_CODE_CHECK_COUNT
Description: Total number of diagnostic code received from the subscriber
Example: 1
5
Format: NUMBER(16)
RESOLVED_IN_FLOW_COUNT
6
Description: Total number of calls resolved during the course of automated
voiceflow
Example: 2
Format: NUMBER(16)
ESCALATED_TO_ANALYST_COUNT
7
Description: Total number of calls escalated to analyst for this problem area
for this day
Example: 1
Format: NUMBER(16)
286
#
Column name
CALL_ZERO_OUT_COUNT
8
Description
Description: Total number of Calls skipped from voice workflow step to live
phone CSR (by pressing 0 "operator assistance")
Example: 2
Format: NUMBER(16)
CALL_DISCONNECTED_COUNT
9
Description: The number of sessions that ended with a disconnected call
for this problem area for this day.
Example: 1
Format: NUMBER(16)
AVG_WORKFLOW_SESSION_TIME
Description: The average time in seconds to complete the voice workflow.
Example: 5.5
10
Format: NUMBER(18,2)
AVG_WORKFLOW_STEPS_COUNT
11
Description: The average number of steps in a workflow for this problem
area for this day.
Example: 2
Format: NUMBER(18,2)
WORKFLOW_SESSION_TIME
Description: Time taken for workflow session on that day
Example: 120
12
Format: NUMBER(16)
WORKFLOW_STEPS_COUNT
Description: Total steps count for that workflow
Example: 2
13
Format: NUMBER(16)
CREATED_BY_ANALYST_COUNT
Description: Total number of calls created by analyst
Example: 2
14
Format: NUMBER(16)
ANALYST_REMOTE_CTL_USE_COUNT
Description: Total number of remote control used by an analyst on a day
15
Example: 2
VOICE_SESSIONS_BY_DATE 287
#
Column name
Description
Format: NUMBER(16)
16 DM_CREATED_DATE
17 DM_UPDATED_DATE
288
VOICE_STATS_BY_DATE
Summary of voice workflow data by date.
Added: 6.1
VOICE_STATS_BY_DATE
#
Column name
Description
for this table.
1
CALENDAR_DATE_KEY
(PK) (FK)
2
table.
SESSION_COUNT
Example: 10
3
Format: NUMBER
CUSTOMER_COUNT
Description: Count of number of customers for a given day.
4
Format: NUMBER
Description: Total number of diagnostic code received from the subscriber
Example: 1
5
Format: NUMBER
6
Description: Total number of calls escalated to analyst for this problem area
for this day
Example: 1
Format: NUMBER
7
Description: Total number of remote control used by an analyst on a day
Example: 2
Format: NUMBER
VOICE_STATS_BY_DATE 289
VOICE_STATS_BY_DATE
#
Column name
CALL_ZERO_OUT_COUNT
8
Description
Description: Total number of Calls skipped from voice workflow step to live
phone CSR (by pressing 0 "operator assistance")
Example: 2
Format: NUMBER
9
Description: The number of sessions that ended with a disconnected call
for this problem area for this day.
Example: 1
Format: NUMBER
CALL_OPTIMIZED_COUNT
10
Description: The number of sessions escalated to a CSR with telemetry
already received.
Example: 2
Format: NUMBER
AVG_SESSION_TIME
11
Description: Average session duration, measured for those sessions that
closed on this date.
Example: 120
Format: NUMBER
AVG_SESSION_STEPS_COUNT
Description: Total number of steps / Total number of sessions
Example: 2
12
Format: NUMBER
13 DM_CREATED_DATE
14 DM_UPDATED_DATE
290
VOICE_WORKFLOW
Dimension containing enumerated list of voice workflows.
Added: 6.1
VOICE_WORKFLOW
#
Column name
VOICE_WORKFLOW_KEY
(PK)
Description
1
WORKFLOW_NAME
Example: Install
2
Description: Display name for the voice workflow
Example: Install
3
WORKFLOW_DESC
Description: Description of the voice workflow
4
WORKFLOW_VALUE
5
of this workflow in aggregate voice ROI value calculations
Example: 1
Format: NUMBER
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
VOICE_WORKFLOW 291
VOICE_WORKFLOW_STEP
The VOICE_WORKFLOW_STEP table represents a step in the voice workflow that has been logged and is of reporting
interest, such as a step that collects the voice telemetry data (diagnostic code) from the subscriber at the other end of
the phone
VOICE_WORKFLOW_STEP
#
Column name
VOICE_WORKFLOW_STEP_KEY
Description
1
STEP_NAME
Description: The name of the step.
2
STEP_DISPLAY_NAME
3 Added: 6.1
STEP_DESC
Description: Description of this step.
4
STEP_VALUE
5
Added: 6.1
Example: 1
Format: NUMBER
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
292
VOICE_WORKFLOW_STEP_RUN
The VOICE_WORKFLOW_STEP_RUN table represents individual workflow steps that were executed by the voice server
during the automated call processing. There will typically be multiple entries in this table for each voice session.
#
Column name
DATA_SOURCE_KEY
Description
(FK)
1 Added: 6.1
VOICE_WORKFLOW_STEP_RUN_KEY
2
(PK)
(FK)
3 Added: 6.1
LOCATION_KEY
(FK)
the LOCATION table.
4 Added: 6.1
5
(FK) Description: A foreign key reference to the VOICE_WORKFLOW_STEP_KEY
column in the VOICE_WORKFLOW_STEP table. The step that was run.
VOICE_WORKFLOW_STEP_STATUS_ Description: A foreign key reference to the
KEY (FK)
VOICE_WORKFLOW_STEP_STATUS_KEY column
6
VOICE_WORKFLOW_STEP_STATUS
in the
table.
Added: 6.1
VOICE_WORKFLOW_KEY
(FK)
7 Added: 6.1
Description: A foreign key reference to the VOICE_WORKFLOW_KEY
column in the VOICE_WORKFLOW table.
VOICE_SESSION_KEY
8 Added: 6.1
(FK)
column in the VOICE_SESSION table. Foreign key to VOICE_SESSION.
VOICE_WORKFLOW_STEP_RUN 293
#
Column name
RUN_DATE_KEY
Description
(FK)
9 Added: 6.1
RUN_TIME_KEY
(FK)
10 Added: 6.1
CUSTOMER_KEY
(FK)
the CUSTOMER table.
11 Added: 6.1
VOICE_WORKFLOWSTAT_ID
(NK)
12
Added: 6.1
EXTERNAL_CONTEXT_ID
(NK)
13
Added: 6.1
(NK)
14
Added: 6.1
Format: NUMBER
STEP_ACTION
15 Added: 6.1
Example: FlowEnd
STEP_ACTION_TYPE
16 Added: 6.1
Description: Type of the step action
Example: User Verification
RUN_RESULT
Description: The result of the step.
Example: PASS
17
RUN_DATE
Description: The date and time this step was executed.
Example: 2002-06-22 09:00:00
18
Format: DATE
294
#
Column name
RUN_TIME_SECS
Description
Description: The duration of the step in seconds.
19
Format: NUMBER
STEP_NUMBER
20 Added: 6.1
Example: 3
Format: NUMBER
IS_FIRST_STEP
21 Added: 6.1
Description: Indicates whether this is the first step in the workflow
Example: 0 or 1
Format: NUMBER
IS_LAST_STEP
22 Added: 6.1
Description: Indicates whether this is the last step in the workflow
Example: 0 or 1
Format: NUMBER
CALLER_ANI
Added: 6.1
Description: The phone number of the caller (subscriber) if available. ANI
(Automatic Number Identification) provides the receiver of a call with the
calling number.
23
Example: 512-560-2679
CALLER_DNIS
Added: 6.1
Description: The number that was called (that is, the 1-800 number). DNIS
(Dialed Number Identification Service) provides the receiver of a call the
number the caller dialed.
24
Example: 1-800-263784-2309
TELEMETRY_PROVIDER_NAME
25 Added: 6.1
Description: Name of the telemetry provider - Indicates that a telemetry
provider was invoked (e.g. Outage, Provisioning), and the name of the provider.
STEP_RUN_GUID
Description: Session key carried forward from OLTP.
Added: 6.1
26
VOICE_WORKFLOW_STEP_RUN 295
#
Column name
SOLUTION_CONTEXT
Added: 6.1
27
Description
CUSTOM_ATTR_1
Added: 6.1
CUSTOM_ATTR_2
Added: 6.1
CUSTOM_ATTR_3
Added: 6.1
CUSTOM_ATTR_4
Added: 6.1
CUSTOM_ATTR_5
Added: 6.1
28
29
30
31
32
33 DM_CREATED_DATE
34 DM_UPDATED_DATE
296
Dimension that contains information associated with status values
Added: 6.1
#
Column name
VOICE_WORKFLOW_STEP_STATUS_
Description
1 KEY (PK)
STATUS_NAME
Description: Status of the Voice workflow step
Example: PASS
2
STATUS_DISPLAY_NAME
Description: Display name of the voice workflow status
Example: Escalation
3
STATUS_DESC
Description: Description of what the status tries to represent in that
workflow.
Example: This resulted in escalation to an assisted
4
service request.
STATUS_VALUE
5
of this workflow status in aggregate voice ROI value calculations.
Example: 1
Format: NUMBER
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
VOICE_WORKFLOW_STEP_STATUS 297
Chat tables
CHAT_ANALYST_ACTION
This table contains the actions taken by the CSR during the course of a session.
Added: 6.1
CHAT_ANALYST_ACTION
#
Column name
CHAT_ANALYST_ACTION_KEY
Description
1
ACTION_NAME
Description: Name of the action chosen by the Analyst.
Example: ChatStart, ContextCreated, CallJoin,
2
DecodedSubscriberTelemetry
ACTION_DISPLAY_NAME
Description: Display name for the action
3
ACTION_TYPE
Description: Type of action.
4
ACTION_DESC
Description: Description of the action.
Example: CallEnd, CallJoin, ChatEndSuspensionForced
5
ACTION_ID
(NK)
6
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
298
CHAT_ANALYST_EVENT
This fact table can be used to integrate with third party Customer Interaction Management software. This is intended to
be the repository for information relating to the basic modes operation for the analyst.
Added: 6.1
CHAT_ANALYST_EVENT
#
Column name
CHAT_ANALYST_EVENT_KEY
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2
ANALYST_KEY
(FK)
the ANALYST table.
3
CHAT_ANALYST_EVENT_TYPE_KEY
(FK)
4
CHAT_ANALYST_EVENT_TYPE_KEY column in the
CHAT_ANALYST_EVENT_TYPE table.
EVENT_DATE_KEY
(FK)
5
EVENT_TIME_KEY
(FK)
6
REPRESENTATIVE_ID
(NK)
7
EVENT_DATE
8
Description: Date of event occurrence.
Example: 2002-06-22 09:00:00
9 EVENT_PARAMETER
Description: Parameter associated with event (CIM specific).
CHAT_ANALYST_EVENT 299
CHAT_ANALYST_EVENT
#
Column name
Description
Format: NUMBER
10 DM_CREATED_DATE
11 DM_UPDATED_DATE
300
CHAT_ANALYST_EVENT_TYPE
This table is provided for integration with third party Customer Interaction Management software. This would house analyst
workstate and login information.
Added: 6.1
#
Column name
Description
1 (PK)
TYPE_NAME
Description: Name of event type.
2
TYPE_DISPLAY_NAME
Description: Display name of event.
3
TYPE_DESC
Description: Description of event.
4
TYPE_ID
(NK)
5
Format: NUMBER
IS_LOGIN
Description: Boolean indicating whether or not this event is a login event.
Example: 0 or 1
6
Format: NUMBER
IS_ONLINE
Description: Boolean indicating whether or not this event is an online event.
Example: 0 or 1
7
Format: NUMBER
IS_ABNORMAL
8
Description: Boolean indicating whether or not this event is normal.
Example: 0 or 1
Format: NUMBER
9 DM_CREATED_DATE
10 DM_UPDATED_DATE
CHAT_ANALYST_EVENT_TYPE 301
CHAT_ANALYST_LOGIN
This table is intended to house basic login information sourced from the Customer Interaction Managment software.
Added: 6.1
CHAT_ANALYST_LOGIN
#
Column name
CHAT_ANALYST_LOGIN_KEY
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2
ANALYST_KEY
(FK)
the ANALYST table.
3
LOGIN_DATE_KEY
(FK)
4
LOGIN_TIME_KEY
(FK)
5
LOGOUT_DATE_KEY
(FK)
6
column in the CALENDAR_DATE table. Date key associated with logout.
LOGOUT_TIME_KEY
(FK)
7
column in the CALENDAR_DATE table. Time key associated with logout.
LOGIN_DATE
Description: Date of login.
Example: 2002-06-22 09:00:00
8
9 LOGOUT_DATE
302
Description: Date of logout.
CHAT_ANALYST_LOGIN
#
Column name
Description
Example: 2002-06-22 09:00:00
Format: DATE
DURATION_SECS
Description: Duration of time logged in.
10
Format: NUMBER
IS_EXPLICIT_LOGOUT
11
Description: May be utilized to differentiate between logout methods.
Example: 0 or 1
Format: NUMBER
12 DM_CREATED_DATE
13 DM_UPDATED_DATE
CHAT_ANALYST_LOGIN 303
CHAT_ANALYST_LOGIN_BY_DATE
This summary table provides statistics for analyst logins from the third party Customer Interaction Management software.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
ANALYST_KEY
(PK) (FK)
2
the ANALYST table. Also serves as a primary key for this table.
LOGGED_IN_TIME_SECS
Description: Duration of time spent logged in (seconds).
3
Format: NUMBER
WORK_TIME_SECS
Description: Duration of working time (seconds).
4
Format: NUMBER
BREAK_TIME_SECS
Description: Duration of break time (seconds).
5
Format: NUMBER
AVAILABLE_TIME_SECS
Description: Duration of time available (seconds).
6
Format: NUMBER
LUNCH_TIME_SECS
Description: Duration of lunch time (seconds).
7
Format: NUMBER
ONTASK_TIME_SECS
Description: Duration of time on task (seconds).
8
Format: NUMBER
9 DM_CREATED_DATE
10 DM_UPDATED_DATE
304
CHAT_ANALYST_SESSION
Sample fact table to be sourced primarily from information found in the Customer Interaction Managment software.
Added: 6.1
#
Column name
Description
CHAT_ANALYST_SESSION_KEY (PK)
1
DATA_SOURCE_KEY
(FK)
2
CHAT_SESSION_KEY
(FK)
Description: A foreign key reference to the CHAT_SESSION_KEY column
in the CHAT_SESSION table. Foreign key to CHAT_SESSION.
3
(FK)
4
LOCATION_KEY
(FK)
the LOCATION table.
5
ANALYST_KEY
(FK)
the ANALYST table.
6
CUSTOMER_KEY
(FK)
the CUSTOMER table.
7
(NK)
8
CHAT_QUEUE_KEY
9
(FK)
Description: A foreign key reference to the CHAT_QUEUE_KEY column
in the CHAT_QUEUE table.
CHAT_ANALYST_SESSION 305
#
Column name
Description
SESSION_START_DATE_KEY
(FK)
10
SESSION_START_TIME_KEY
(FK)
11
SESSION_END_DATE_KEY
(FK)
12
SESSION_END_TIME_KEY
(FK)
13
QUEUE_TO_ASSIGN_SECS
Description: Duration of time elapsed from in queue to assigned (closed).
14
Format: NUMBER
ASSIGN_TO_CONTACT_SECS
Description: Duration of time elapsed from assigned to contact (closed).
15
Format: NUMBER
ASSIGN_TO_CLOSE_SECS
Description: Duration of time elapsed from assigned to closed (seconds).
16
Format: NUMBER
SEND_MESSAGE_COUNT
Description: Reserved for future use, customization, or integration.
17
Format: NUMBER
RECEIVE_MESSAGE_COUNT
18
Format: NUMBER
WAS_MOTIVE_USED
19
Format: NUMBER
WAS_MOTIVE_REMOTE_CTL_USED
20
Format: NUMBER
WAS_MOTIVE_TELEMETRY_USED
21
Format: NUMBER
306
#
Column name
WAS_ANALYST_WORKFLOW_USED
Description
22
Format: NUMBER
SESSION_ID
(NK)
23
REP_ID
(NK)
24
Format: NUMBER
CRM_KEY
25
EXTERNAL_REF_ID
(NK)
26
Format: NUMBER
IS_FIRST_SESSION
Example: 0 or 1
27
Format: NUMBER
IS_LAST_SESSION
Example: 0 or 1
28
Format: NUMBER
SESSION_NUM
29
Format: NUMBER
WAS_TRANSFERRED_TO_OTHER_
30 AGENT
Format: NUMBER
31 QUEUE
Format: NUMBER
WAS_SUSPENDED
32
Format: NUMBER
TOTAL_SUSPENDED_SECS
33
Format: NUMBER
CHAT_ANALYST_SESSION 307
#
Column name
Description
SESSION_DURATION_SECS
34
Format: NUMBER
SESSION_START_DATE
Example: 2002-06-22 09:00:00
35
Format: DATE
SESSION_END_DATE
Example: 2002-06-22 09:00:00
36
Format: DATE
FIRST_RESPONSE_DATE
Example: 2002-06-22 09:00:00
37
Format: DATE
BEGIN_SESSION_EVENT_KEY
(FK) Description: Reserved for future use, customization, or integration.
38
END_SESSION_EVENT_KEY
(FK)
39
Format: NUMBER
40 DM_CREATED_DATE
41 DM_UPDATED_DATE
308
CHAT_ANALYST_WORKSTATE
Fact table that provides insight into analyst productivity.
Added: 6.1
#
Column name
Description
CHAT_ANALYST_WORKSTATE_KEY
1 (PK)
DATA_SOURCE_KEY
(FK)
2
CHAT_WORKSTATE_TYPE_KEY
3
(FK) Description: A foreign key reference to the CHAT_WORKSTATE_TYPE_KEY
column in the CHAT_WORKSTATE_TYPE table.
ANALYST_KEY
(FK)
4
the ANALYST table.
BEGIN_DATE_KEY
(FK)
5
BEGIN_TIME_KEY
(FK)
6
END_DATE_KEY
(FK)
7
END_TIME_KEY
8
(FK)
BEGIN_DATE
9
Example: 2002-06-22 09:00:00
CHAT_ANALYST_WORKSTATE 309
#
Column name
Description
END_DATE
Example: 2002-06-22 09:00:00
10
Format: DATE
DURATION_SECS
11
Format: NUMBER
ANALYST_COMMENTS
12
13 DM_CREATED_DATE
14 DM_UPDATED_DATE
310
CHAT_DISPOSITION
This represents what the Analyst chooses as a disposition code (or codes) once a session has ended. This dimension will
get populated from the Talisma Category table. While this is Talisma-specific, there may be utility in this table if other
CIM integration paths are pursued.
Added: 6.1
CHAT_DISPOSITION
#
Column name
CHAT_DISPOSITION_KEY
Description
(PK)
1
DISPOSITION_NAME
2
DISPOSITION_DISPLAY_NAME
3
DISPOSITION_DESC
4
DISPOSITION_CAT_ID
(NK)
5
Format: NUMBER
DISPOSITION_FOLDER_ID
(NK)
6
Format: NUMBER
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
CHAT_DISPOSITION 311
CHAT_QUEUE
This new dimension will be the equivalent of the REQUEST_QUEUE dimension that was used for the Motive E-Chat
solution. This new queue dimension will have attributes loaded from the Talisma Queue table. The Queue table has a
hierarchy within it, with parent Ids that loop back within the table. This is different than the flat structure of the historical
REQUEST_QUEUE and we will support the parent/child relationship.
Added: 6.1
CHAT_QUEUE
#
Column name
CHAT_QUEUE_KEY
(PK)
Description
1
QUEUE_NAME
2
QUEUE_DISPLAY_NAME
3
QUEUE_DESC
4
IS_ACTIVE
Example: 1
5
Format: NUMBER
IS_HIDDEN
Description: 1 - this is the Hidden Queue
Example: 0 or 1
6
Format: NUMBER
IS_TRANSFERABLE
Example: 0 or 1
7
Format: NUMBER
QUEUE_ID
(NK)
8
Format: NUMBER
9 PARENT_QUEUE_KEY (FK)
312
CHAT_QUEUE
#
Column name
Description
10 DM_CREATED_DATE
11 DM_UPDATED_DATE
CHAT_QUEUE 313
CHAT_QUEUE_EVENT
This fact table will represent events happening on individual queues. For example, queuing a new chat request to the
queue, de-queuing a chat request, etc. The source data will be the Talisma QUEUEEVENTS table.
Added: 6.1
CHAT_QUEUE_EVENT
#
Column name
CHAT_QUEUE_EVENT_KEY
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2
CHAT_QUEUE_KEY
(FK)
3
CHAT_QUEUE_EVENT_TYPE_KEY
(FK)
4
CHAT_QUEUE_EVENT_TYPE_KEY column in the
CHAT_QUEUE_EVENT_TYPE table.
EVENT_DATE_KEY
(FK)
5
EVENT_TIME_KEY
(FK)
6
QUEUE_ID
(NK)
7
EVENT_DATE
Example: 2002-06-22 09:00:00
8
9 IS_AGENT_TRANSFER
314
Description: 1 - subscriber was transferred to an agent
CHAT_QUEUE_EVENT
#
Column name
Description
Example: 0 or 1
Format: NUMBER
QUEUE_ENTRY_COUNT
10
Format: NUMBER
QUEUE_WAIT_TIME_SECS
11
Format: NUMBER
12 DM_CREATED_DATE
13 DM_UPDATED_DATE
CHAT_QUEUE_EVENT 315
CHAT_QUEUE_EVENT_TYPE
This new dimension will represent the queue related activities, such as customer entered queue.
Added: 6.1
#
Column name
Description
1 (PK)
TYPE_NAME
2
TYPE_DISPLAY_NAME
3
TYPE_DESC
4
TYPE_ID
(NK)
5
Format: NUMBER
IS_QUEUE_ENTER
Example: 0 or 1
6
Format: NUMBER
IS_QUEUE_EXIT
Example: 0 or 1
7
Format: NUMBER
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
316
CHAT_SESSION
This represents individual chat sessions. It parallels the SESSIONINFO table in the Talisma schema. It is the parent fact
record for the session data and several useful items would be summarized up into this table.
Added: 6.1
CHAT_SESSION
#
Column name
CHAT_SESSION_KEY
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2
(FK)
3
LOCATION_KEY
the LOCATION table.
(FK)
4
CUSTOMER_KEY
(FK)
the CUSTOMER table.
5
(NK)
6
CREATED_DATE_KEY
(FK)
7
CREATED_TIME_KEY
(FK)
8
9
STARTED_DATE_KEY
(FK)
CHAT_SESSION 317
CHAT_SESSION
#
Column name
Description
STARTED_TIME_KEY
(FK)
10
CLOSED_DATE_KEY
(FK)
11
CLOSED_TIME_KEY
(FK)
12
FIRST_ASSIGNED_ANALYST_KEY
13
(FK)
the ANALYST table.
LAST_ASSIGNED_ANALYST_KEY
14
(FK)
the ANALYST table.
15
FIRST_ASSIGNED_CHAT_QUEUE_
KEY (FK)
LAST_ASSIGNED_CHAT_QUEUE_KEY
16
(FK)
SESSION_DURATION
17
Format: NUMBER
FIRST_QUEUE_WAIT_TIME
18
Format: NUMBER
ASSIGNED_ANALYST_COUNT
19
Format: NUMBER
20 AVG_ANALYST_TIME_SECS
318
CHAT_SESSION
#
Column name
Description
Format: NUMBER
MAX_ANALYST_TIME_SECS
21
Format: NUMBER
WRAP_UP_TIME_SECS
22
Format: NUMBER
WAS_ASSIGNED
23
Format: NUMBER
WAS_COMPLETED
24
Format: NUMBER
WAS_ABORTED
25
Format: NUMBER
WAS_SUPERVISOR_FORCED_CLOSED
26
Format: NUMBER
27 AGENT
Format: NUMBER
28 QUEUE
Format: NUMBER
WAS_SUSPENDED
29
Format: NUMBER
30
Format: NUMBER
WAS_WITHIN_SERVICE_LEVEL
31
Format: NUMBER
WAS_MOTIVE_USED
32
Format: NUMBER
33 WAS_MOTIVE_REMOTE_CTL_USED
CHAT_SESSION 319
CHAT_SESSION
#
Column name
Description
Format: NUMBER
34
Format: NUMBER
ANALYST_WORKFLOW_USED_COUNT
35
Format: NUMBER
WAS_ENDED_BY_CUSTOMER
36
Format: NUMBER
WAS_ENDED_BY_ANALYST
37
Format: NUMBER
SESSION_ID
(NK)
38
CRM_KEY
39
EXTERNAL_REF_ID
(NK)
40
Format: NUMBER
CREATED_DATE
Example: 2002-06-22 09:00:00
41
Format: DATE
STARTED_DATE
Example: 2002-06-22 09:00:00
42
Format: DATE
FIRST_RESPONSE_DATE
Example: 2002-06-22 09:00:00
43
Format: DATE
CLOSED_DATE
44
Example: 2002-06-22 09:00:00
320
CHAT_SESSION
#
Column name
Description
Format: DATE
SUBJECT_TEXT
45
ENTER_URL
46
IP_ADDRESS
47
SESSION_NOTES
48
Example: 0 or 1
49
Format: NUMBER
CUSTOM_ATTR_1
50
CUSTOM_ATTR_2
51
CUSTOM_ATTR_3
52
CUSTOM_ATTR_4
53
CUSTOM_ATTR_5
54
55 DM_CREATED_DATE
56 DM_UPDATED_DATE
CHAT_SESSION 321
CHAT_SESSION_ANALYST_ACTION
This fact table represents Motive PRC events that occur during chat sessions.
Added: 6.1
#
Column name
CHAT_SESSION_ACTION_KEY
Description
1
DATA_SOURCE_KEY
(FK)
2
CHAT_SESSION_KEY
(FK)
3
in the CHAT_SESSION table. Foreign key to CHAT_SESSION..
ANALYST_KEY
the ANALYST table.
(FK)
4
5
(FK) Description: A foreign key reference to the CHAT_ANALYST_ACTION_KEY
column in the CHAT_ANALYST_ACTION table.
ACTION_DATE_KEY
(FK)
6
ACTION_TIME_KEY
(FK)
7
SESSION_ID
(NK)
8
ASSISTEDSTAT_ID
(NK)
9
10 ACTION_DATE
322
#
Column name
Description
Example: 2002-06-22 09:00:00
Format: DATE
CUSTOM_ATTR_1
11
CUSTOM_ATTR_2
12
CUSTOM_ATTR_3
13
CUSTOM_ATTR_4
14
CUSTOM_ATTR_5
15
16 DM_CREATED_DATE
17 DM_UPDATED_DATE
CHAT_SESSION_ANALYST_ACTION 323
CHAT_SESSION_DISPOSITION
This fact table can contain the disposition code(s) assigned by the analyst to each session. It can be derived from Talisma's
table SessionSummaryEx.
Added: 6.1
#
Column name
Description
CHAT_SESSION_DISPOSITION_KEY
1 (PK)
DATA_SOURCE_KEY
(FK)
2
CHAT_SESSION_KEY
(FK)
3
(FK)
4
Description: A foreign key reference to the CHAT_DISPOSITION_KEY
column in the CHAT_DISPOSITION table.
SESSION_ID
(NK)
5
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
324
CHAT_SESSION_EVENT
This table is intended to represent detailed chronological information about chat events and is based on the Talisma
SESSIONEVENTS table.
Added: 6.1
CHAT_SESSION_EVENT
#
Column name
CHAT_SESSION_EVENT_KEY
Description
(PK)
1
DATA_SOURCE_KEY
(FK)
2
CHAT_SESSION_KEY
(FK)
3
ANALYST_KEY
the ANALYST table.
(FK)
4
CHAT_SESSION_EVENT_TYPE_KEY
(FK)
5
CHAT_SESSION_EVENT_TYPE_KEY column in the
CHAT_SESSION_EVENT_TYPE table.
EVENT_DATE_KEY
(FK)
6
EVENT_TIME_KEY
(FK)
7
TRANSFER_CHAT_QUEUE_KEY
8
(FK) Description: A foreign key reference to the CHAT_QUEUE_KEY column
CHAT_SESSION_EVENT 325
CHAT_SESSION_EVENT
#
Column name
TRANSFER_ANALYST_KEY
Description
(FK)
9
the ANALYST table.
SESSION_ID
(NK)
10
REPRESENTATIVE_ID
(NK)
11
EVENT_DATE
Example: 2002-06-22 09:00:00
12
EVENT_PARAMETER_1
13
Format: NUMBER
EVENT_PARAMETER_2
14
Format: NUMBER
15 DM_CREATED_DATE
16 DM_UPDATED_DATE
326
CHAT_SESSION_EVENT_TYPE
This new dimension is the equivalent of the SERVICE_EVENT_TYPE dimension that was used for the Motive E-Chat
solution. Based on Talisma SESSIONEVENTS, this may be repurposed for other CIM integrations.
Added: 6.1
#
Column name
Description
1 (PK)
TYPE_NAME
2
TYPE_DISPLAY_NAME
3
TYPE_DESC
4
TYPE_ID
(NK)
5
Format: NUMBER
IS_ANALYST_EVENT
6
Example: 0 or 1
Format: NUMBER
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
CHAT_SESSION_EVENT_TYPE 327
CHAT_SESSION_TRANSCRIPT
This represents all analyst and customer chat transcript messages in a session, and parallels the SESSIONTRANSCRIPT
table in Talisma.
Added: 6.1
#
Column name
CHAT_SESSION_TRANSCRIPT_KEY
Description
1 (PK)
DATA_SOURCE_KEY
(FK)
2
CHAT_SESSION_KEY
(FK)
3
(FK)
4
CHAT_SESSION_EVENT_TYPE_KEY column in the
CHAT_SESSION_EVENT_TYPE table.
ANALYST_KEY
(FK)
the ANALYST table.
5
IS_CUSTOMER_TRANSCRIPT
6
IS_ANALYST_TRANSCRIPT
Example: 0 or 1
7
TRANSCRIPT_DATE_KEY
(FK)
8
328
#
Column name
TRANSCRIPT_TIME_KEY
9
(FK)
Description
SESSION_ID
(NK)
10
TRANSCRIPT_DATE
Example: 2002-06-22 09:00:00
11
EVTYPE
12
Format: NUMBER
TRANSCRIPT_MESSAGE
13
14 DM_CREATED_DATE
15 DM_UPDATED_DATE
CHAT_SESSION_TRANSCRIPT 329
CHAT_SESSIONS_BY_ANALYST
This is similar to the AGENT summary and can be used to determine how many Talisma sessions used Motive versus the
number that did not use the Motive solution.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
ANALYST_KEY
(PK) (FK)
2
the ANALYST table. Also serves as a primary key for this table.
SESSIONS_ASSIGNED_COUNT
3
Format: NUMBER
SESSIONS_REQUESTED_COUNT
4
Format: NUMBER
SESSIONS_ACCEPTED_COUNT
5
Format: NUMBER
SESSIONS_REFUSED_COUNT
6
Format: NUMBER
SUPERVISOR_CLOSED_COUNT
7
Format: NUMBER
SESSIONS_TRANSFERRED_COUNT
8
Format: NUMBER
SESSIONS_SUSPENDED_COUNT
9
Format: NUMBER
SESSIONS_COMPLETED_COUNT
10
Format: NUMBER
330
#
Column name
Description
11
Format: NUMBER
AVG_QWAIT_SECS
12
Format: NUMBER
MAX_QWAIT_SECS
13
Format: NUMBER
AVG_SESSION_SECS
14
Format: NUMBER
MAX_SESSION_SECS
15
Format: NUMBER
AVG_WRAPUP_SECS
16
Format: NUMBER
MAX_WRAPUP_SECS
17
Format: NUMBER
TOT_QWAIT_SECS
18
Format: NUMBER
TOT_SESSION_SECS
19
Format: NUMBER
TOT_WRAPUP_SECS
20
Format: NUMBER
21
Format: NUMBER
22
Format: NUMBER
23
Format: NUMBER
CHAT_SESSIONS_BY_ANALYST 331
#
Column name
Description
24
Format: NUMBER
MAX_FIRST_RESPONSE_TIME_SECS
25
Format: NUMBER
MAX_RESPONSE_TIME_SECS
26
Format: NUMBER
TOT_SESS_WITH_MOTIVE_SECS
27
Format: NUMBER
TOT_SESS_WITH_MOTIVE_RC_SECS
28
Format: NUMBER
TOT_SESS_WITH_MOTIVE_TM_SECS
29
Format: NUMBER
AVG_SESS_WITH_MOTIVE_SECS
30
Format: NUMBER
AVG_SESS_WITH_MOTIVE_RC_SECS
31
Format: NUMBER
AVG_SESS_WITH_MOTIVE_TM_SECS
32
Format: NUMBER
MAX_SESS_WITH_MOTIVE_SECS
33
Format: NUMBER
MAX_SESS_WITH_MOTIVE_RC_SECS
34
Format: NUMBER
MAX_SESS_WITH_MOTIVE_TM_SECS
35
Format: NUMBER
36 DM_CREATED_DATE
37 DM_UPDATED_DATE
332
CHAT_SESSIONS_BY_DATE
Chat session summary by date.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
2
for this table.
3
Format: NUMBER
SESSIONS_QUEUED_COUNT
4
Format: NUMBER
5
Format: NUMBER
6
Format: NUMBER
SESSIONS_ABORTED_COUNT
7
Format: NUMBER
8
Format: NUMBER
9
Format: NUMBER
10
Format: NUMBER
CHAT_SESSIONS_BY_DATE 333
#
Column name
AVG_SESSION_SECS
Description
11
Format: NUMBER
MAX_SESSION_SECS
12
Format: NUMBER
AVG_QWAIT_SECS
13
Format: NUMBER
MAX_QWAIT_SECS
14
Format: NUMBER
15
Format: NUMBER
16
Format: NUMBER
17
Format: NUMBER
AVG_ANALYSTS_PER_SESSION
18
Format: NUMBER
TOT_SESSION_SECS
19
Format: NUMBER
TOT_QWAIT_SECS
20
Format: NUMBER
21
Format: NUMBER
22
Format: NUMBER
23
Format: NUMBER
334
#
Column name
TOT_ANALYSTS_PER_SESSION
Description
24
Format: NUMBER
25 DM_CREATED_DATE
26 DM_UPDATED_DATE
CHAT_SESSIONS_BY_DATE 335
CHAT_SESSIONS_BY_HNW_QUEUE
For CustomerInteraction Management integration.
Added: 6.1
#
Column name
Description
for this table.
1
CALENDAR_DATE_KEY
(PK) (FK)
2
table.
CHAT_QUEUE_KEY
(PK) (FK)
3
in the CHAT_QUEUE table. Also serves as a primary key for this table.
CPE_DEVICE_TYPE_KEY
4
(PK) (FK) Description: A foreign key reference to the CPE_DEVICE_TYPE_KEY
column in the CPE_DEVICE_TYPE table. Also serves as a primary key for
this table.
SESSIONS_ENTERED_COUNT
5
Format: NUMBER
SESSIONS_TRANSFERRED_IN_
6 COUNT
Format: NUMBER
7
Format: NUMBER
8
Format: NUMBER
9
Format: NUMBER
336
#
Column name
Description
10
Format: NUMBER
11 DM_CREATED_DATE
12 DM_UPDATED_DATE
CHAT_SESSIONS_BY_HNW_QUEUE 337
CHAT_SESSIONS_BY_QUEUE
For Customer Interaction Management integration.
Added: 6.1
#
Column name
CALENDAR_DATE_KEY
(PK) (FK)
1
Description
table.
CHAT_QUEUE_KEY
(PK) (FK)
2
in the CHAT_QUEUE table. Also serves as a primary key for this table.
3
Format: NUMBER
SESSIONS_TRANSFERRED_IN_
4 COUNT
Format: NUMBER
5
Format: NUMBER
6
Format: NUMBER
7
Format: NUMBER
8
Format: NUMBER
9
Format: NUMBER
AVG_QUEUE_SIZE
10
Format: NUMBER
338
#
Column name
MAX_QUEUE_SIZE
Description
11
Format: NUMBER
AVG_QWAIT_SECS
12
Format: NUMBER
MAX_QWAIT_SECS
13
Format: NUMBER
AVG_SESSION_SECS
14
Format: NUMBER
MAX_SESSION_SECS
15
Format: NUMBER
AVG_ABORT_WAIT_SECS
16
Format: NUMBER
MAX_ABORT_WAIT_SECS
17
Format: NUMBER
18
Format: NUMBER
19
Format: NUMBER
20
Format: NUMBER
21
Format: NUMBER
TOT_QUEUE_SIZE
22
Format: NUMBER
TOT_QWAIT_SECS
23
Format: NUMBER
CHAT_SESSIONS_BY_QUEUE 339
#
Column name
TOT_SESSION_SECS
Description
24
Format: NUMBER
TOT_ABORT_WAIT_SECS
25
Format: NUMBER
26
Format: NUMBER
27
Format: NUMBER
28
Format: NUMBER
29
Format: NUMBER
30 DM_CREATED_DATE
31 DM_UPDATED_DATE
340
CHAT_WORKFLOW
This new dimension contains the workflows initiated by an Analyst using the Motive PRC.
Added: 6.1
CHAT_WORKFLOW
#
Column name
CHAT_WORKFLOW_KEY
(PK)
Description
1
WORKFLOW_NAME
Example: ChatEnd
2
3
WORKFLOW_DESC
4
WORKFLOW_VALUE
5
WORKFLOW_VERSION
6
Format: NUMBER
WORKFLOW_ID
(NK)
7
8 DM_CREATED_DATE
9 DM_UPDATED_DATE
CHAT_WORKFLOW 341
CHAT_WORKFLOW_STEP
This dimension contains the steps involved in chat workflows.
Added: 6.1
CHAT_WORKFLOW_STEP
#
Column name
CHAT_WORKFLOW_STEP_KEY
Description
(PK)
1
STEP_NAME
2
STEP_DISPLAY_NAME
3
STEP_DESC
4
STEP_VALUE
5
STEP_ID
(NK)
6
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
342
CHAT_WORKFLOW_STEP_RUN
This table is provided to house information about chat step runs.
Added: 6.1
#
Column name
Description
CHAT_WORKFLOW_STEP_RUN_KEY
1 (PK)
DATA_SOURCE_KEY
(FK)
2
(FK)
3
LINE_OF_BUSINESS.
LOCATION_KEY
the LOCATION table. Foreign key to LOCATION.
(FK)
4
CUSTOMER_KEY
(FK)
the CUSTOMER table. Foreign key to CUSTOMER.
5
CHAT_SESSION_KEY
(FK)
6
ANALYST_KEY
(FK)
the ANALYST table.
7
CHAT_WORKFLOW_KEY
(FK)
Description: A foreign key reference to the CHAT_WORKFLOW_KEY
column in the CHAT_WORKFLOW table.
8
9
(FK)
Description: A foreign key reference to the CHAT_WORKFLOW_STEP_KEY
column in the CHAT_WORKFLOW_STEP table.
CHAT_WORKFLOW_STEP_RUN 343
#
Column name
Description
CHAT_WORKFLOW_STEP_STATUS_
KEY (FK)
10
CHAT_WORKFLOW_STEP_STATUS_KEY column in the
CHAT_WORKFLOW_STEP_STATUS table.
RUN_DATE_KEY
(FK)
11
RUN_TIME_KEY
(FK)
12
WORKFLOWSTAT_ID
(NK)
13
WORKFLOWSTAT_GUID
14
WORKFLOWSTAT_SESSIONKEY
15
CLIENT_ENDPOINT_ID
(NK)
16
SESSION_ID
(NK)
17
(NK)
18
IS_RUN_OFFLINE
Example: 0 or 1
19
Format: NUMBER
IS_AUTOMATED
20
Example: 0 or 1
344
#
Column name
Description
Format: NUMBER
SRC_DB_TIMESTAMP
Example: 2002-06-22 09:00:00
21
Format: DATE
CLIENT_TIMESTAMP
Example: 2002-06-22 09:00:00
22
Format: DATE
DURATION_SECS
23
Format: NUMBER
STEP_NUMBER
24
Format: NUMBER
IS_FIRST_STEP
Example: 0 or 1
25
Format: NUMBER
IS_LAST_STEP
Example: 0 or 1
26
Format: NUMBER
STEP_ACTION
27
SOLUTION_CONTEXT
28
EXTERNAL_CONTEXT_ID
(NK)
29
Format: NUMBER
CUSTOM_ATTR_1
30
31 CUSTOM_ATTR_2
CHAT_WORKFLOW_STEP_RUN 345
#
Column name
Description
CUSTOM_ATTR_3
32
CUSTOM_ATTR_4
33
CUSTOM_ATTR_5
34
35 DM_CREATED_DATE
36 DM_UPDATED_DATE
346
CHAT_WORKFLOW_STEP_STATUS
Added: 6.1
#
Column name
CHAT_WORKFLOW_STEP_STATUS_
Description
1 KEY (PK)
STATUS_NAME
Description: Status of the Chat work flow step after execution
Example: Pass
2
STATUS_DISPLAY_NAME
3
STATUS_DESC
4
STATUS_VALUE
5
STATUS_ID
(NK)
6
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
CHAT_WORKFLOW_STEP_STATUS 347
CHAT_WORKSTATE_TYPE
Dimension detailing the possible states in the chat workflow.
Added: 6.1
CHAT_WORKSTATE_TYPE
#
Column name
Description
1
WORKSTATE_NAME
2
WORKSTATE_DISPLAY_NAME
3
WORKSTATE_DESC
4
TYPE_ID
(NK)
5
Format: NUMBER
IS_WORKING
Example: 0 or 1
6
Format: NUMBER
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
348
Service metrics dashboard tables
CUSTOMER_PRODUCT_ADOPTION
Provides adoption and conversion data on a per subscriber basis.
Added: 6.1
#
Column name
Description
CUSTOMER_PRODUCT_ADOPTION_
1 KEY (PK)
CUSTOMER_KEY
(FK)
the CUSTOMER table.
2
PRODUCT_KEY
Description: A foreign key reference to the PRODUCT_KEY column in
the PRODUCT table.
(FK)
3
(FK)
4
ENABLED_DATE_KEY
(FK)
5
ADOPTED_DATE_KEY
(FK)
6
CONVERTED_DATE_KEY
(FK)
7
8
LAST_USAGE_DATE_KEY
(FK)
Service metrics dashboard tables 349
#
Column name
Description
IS_ENABLED
Description: a contact record exists for the subscriber in the OLTP database
Example: 0 or 1
9
Format: NUMBER
IS_ADOPTED
Description: Has the subscriber used the product at least once?
Example: 0 or 1
10
Format: NUMBER
IS_CONVERTED
Description: Has the subscriber used the product at least twice?
Example: 0 or 1
11
Format: NUMBER
USAGE_COUNT
Description: How many times has the subscriber used the product?
Example: 5
12
Format: NUMBER
REQUEST_COUNT
Description: The number of incidents from this user that were assigned.
Example: 10
13
Format: NUMBER
ENABLED_DATE
Description: The date the subscriber was enabled to use Motive products.
Example: 2002-06-22 09:00:00
14
Format: DATE
ADOPTED_DATE
Description: The date the subscriber started using a Motive product.
Example: 2002-06-22 09:00:00
15
Format: DATE
CONVERTED_DATE
Description: The date the subscriber used a Motive product a second time.
Example: 2002-06-22 09:00:00
16
Format: DATE
350
#
Column name
LAST_USAGE_DATE
17
Description
Description: The most recent date on which an incident was assigned that
this subscriber created.
Example: 2002-06-22 09:00:00
Format: DATE
18 DM_CREATED_DATE
19 DM_UPDATED_DATE
CUSTOMER_PRODUCT_ADOPTION 351
PRODUCT
This dimension is part of the Service Metrics subject area and represents a set of Motive products that are tracked for
ROI and usage-metrics purposes.
PRODUCT
#
Column name
PRODUCT_KEY
(PK)
Description
1
PRODUCT_NAME
2
Description: A unique name that identifies each product being tracked for
ROI. This list is defined as part of the Data Mart implementation, and currently
includes: AssistedService, SelfHelp, SmartCall, SmartCare,
SupportPortal_SelfHelp, IPTV (Added: 4.13.2), SECURITY (Added:
4.13.2), HOMENETWORKPLUS (Added: 4.13.2).
SOLUTION_NAME
3 Added: 6.1
Description: Name of the solution provided
Example: SSM
PRODUCT_BRAND_NAME
Description: The branded name of the deployed product.
Example: Acme E-Care
4
PRODUCT_VERSION
Description: The version of the deployed product.
Example: 3.0
5
PRODUCT_DESC
Description: A description of the product.
Example: Acme E-Care solution
6
PRODUCT_DEPLOY_DATE
Description: When the product was deployed.
Example: 20020628
7
Format: DATE
352
PRODUCT
#
Column name
PRODUCT_AUDIENCE_SIZE
Description
Description: The expected total audience for this product. This is set from
the dashboard ETL parameter dashboard.AudienceSize. See “Data Mart
ETL parameters” on page 82.
8
Example: 1000000
Format: NUMBER
9 DM_CREATED_DATE
10 DM_UPDATED_DATE
PRODUCT 353
PRODUCT_ADOPTION_BY_DATE
A summary table that aggregates product adoption rates by date.
#
Column name
PRODUCT_KEY
(PK) (FK)
1
Description
the PRODUCT table. Also serves as a primary key for this table.
CALENDAR_DATE_KEY
(PK) (FK)
2
table.
3 Added: 6.1
for this table.
ENABLED_COUNT
4
Description: The number of enabled subscribers for this product for this
day.
Format: NUMBER
ADOPTED_COUNT
5
Description: The number of adopted subscribers for this product for this
date.
Format: NUMBER
CONVERTED_COUNT
6
Description: The number of converted subscribers for this product for this
day.
Format: NUMBER
7 DM_CREATED_DATE
8 DM_UPDATED_DATE
354
PRODUCT_USAGE_BY_DATE
A summary table that aggregates product usage rates by date, providing raw usage counts and a count of the number of
unique subscribers who used the product.
Added: 4.10.7C
#
Column name
PRODUCT_KEY
(PK) (FK)
1
Description
the PRODUCT table. Also serves as a primary key for this table.
CALENDAR_DATE_KEY
(PK) (FK)
2
table.
3 Added: 6.1
for this table.
USAGE_COUNT
Description: The number of times the product was used on this day.
4
Format: NUMBER
UNIQUE_USER_COUNT
5
Description: The number of unique subscribers who used the product on
this day.
Format: NUMBER
WEIGHTED_VALUE
Added: 6.1
6
Description: If PRODUCT.PRODUCT_NAME = 'SelfHelp' and
PRODUCT.SOLUTION_NAME = 'Alert' then reflects the value prescribed
in the SELFHELP_ALERT.ALERT_VALUE.
If PRODUCT.PRODUCT_NAME = 'SelfHelp' and
PRODUCT.SOLUTION_NAME < > 'Alert' then reflects the sum of the
product of SELFHELP_WORKFLOW.WORKFLOW_VALUE and
SELFHELP_WORKFLOW_STATUS.STATUS_VALUE. That is,
Sum(SELFHELP_WORKFLOW.WORKFLOW_VALUE *
SELFHELP_WORKFLOW_STATUS.STATUS_VALUE).
Format: NUMBER
7 DM_CREATED_DATE
PRODUCT_USAGE_BY_DATE 355
#
Column name
8 DM_UPDATED_DATE
356
Description
Miscellaneous tables
BATCH_LOADER_CHUNK
This table is internally used when the batch loader (run_initial_load.sh) is invoked. Based on input parameters,
batch loader slices up the full range of the incoming OLTP data into multiple chunks, each of which are processed in
serial order. In this table, details about each chunk are maintained, on a per-OLTP-source basis.
This table can be queried to get detailed information about during the course of of a batch load. It is also useful during
debugging.
Added: 4.13.3
BATCH_LOADER_CHUNK
#
Column name
BATCH_LOADER_CHUNK_KEY
Description
(PK)
1
Description: The chunk number. For a given chunk, there will be a row
corresponding to each OLTP source. Internally generated by the ETL logic.
DATA_SOURCE_KEY
2 Added: 6.1
(PK) (FK)
in the DATA_SOURCE table. Also serves as a primary key for this table.
MIN_DATE
Description: The beginning date of the ETL processing window, used to
identify records that will be processed in this chunk. Internally generated by
ETL logic.
3
Example: 2002-06-22 09:00:00
Format: DATE
MAX_DATE
4
Description: The ending date of the ETL processing window, used to identify
records that will be processed in this chunk. Internally generated by ETL logic.
Example: 2002-06-22 09:00:00
Format: DATE
MAX_IDS
5
Description: In case of OLTP data records that do not have a reliable
timestamp, the primary keys will be used to divide up records into multiple
chunks. This column indicates the maximum number of OLTP records from a
given table that will be processed during the chunk. Internally generated by
ETL logic.
Miscellaneous tables 357
BATCH_LOADER_CHUNK
#
Column name
Description
Example: 40000
Format: NUMBER
RUN_START_DATE
Description: When the batch loader script is running, this column captures
the time at which a particular chunk began execution. Internally generated by
ETL logic.
6
Example: 2002-06-22 09:00:00
Format: DATE
RUN_END_DATE
Description: When the batch loader script is running, this column captures
the time at which a particular chunk finishes execution. Internally generated
by ETL logic.
7
Example: 2002-06-22 09:00:00
Format: DATE
RUN_DURATION_SECS
8
Description: Captures the elapsed duration in seconds for chunks that have
finished execution. Internally generated by ETL logic.
Example: 360
Format: NUMBER
RUN_STATUS
Description: Captures the status of execution for a particular chunk.
Possible value are:
QUEUED
The chunk needs to be processed. QUEUED chunks are picked up in serial
order for processing by the run_initial_load.sh script
STARTED
9
This represents the currently "active" chunk that is being processed
COMPLETE
This represents a chunk that was successfully processed
FAILED
This represents a chunk that failed processing
You can issue SQL against the BATCH_LOADER_CHUNK table to query the
current chunk, or view elapsed times for completed chunks, etc.
358
BATCH_LOADER_CHUNK
#
Column name
Description
For example:
SQL> select source_name, batch_loader_chunk_key from ⇦
batch_loader_chunk where status='STARTED';
SQL> select source_name, batch_loader_chunk_key, ⇦
run_duration_secs from batch_loader_chunk
where status='COMPLETE' order by ⇦
batch_loader_chunk_key, source_name;
Internally generated by the ETL logic.
Example: COMPLETE
10 DM_CREATED_DATE
11 DM_UPDATED_DATE
BATCH_LOADER_CHUNK 359
BATCH_LOADER_CONFIG
This table is internally used when the batch loader (run_initial_load) is invoked. Based on input parameters, batch loader
slices up the full range of the incoming OLTP data into multiple chunks, each of which are processed in serial order. In
this table, information about min/max ranges of data is stored on a per-OLTP-source basis. There should be no need to
query this table except during debugging.
Added: 4.13.3
BATCH_LOADER_CONFIG
#
Column name
DATA_SOURCE_KEY
(PK) (FK)
1 Added: 6.1
Description
MIN_DATE
2
Description: The lower bound of dates across all data items in this OLTP
data source. Internally generated by the ETL logic.
Example: 2002-06-22 09:00:00
Format: DATE
MAX_DATE
3
Description: The upper bound of dates across all data items in this OLTP
data source. Internally generated by the ETL logic.
Example: 2002-06-22 09:00:00
Format: DATE
MAX_IDS
4
Description: The maximum number of IDs seen in any one table in the
OLTP data source. Internally generated by the ETL logic.
Example: 1
Format: NUMBER
5 DM_CREATED_DATE
6 DM_UPDATED_DATE
360
ETL_PARAMETERS
Stores Data Mart ETL parameters that control the behavior of the ETL. Initial (default) values are set by the installer, and
may be subsequently modified directly using SQL. These parameters are read and written to during the ETL load process.
ETL_PARAMETERS
#
Column name
DATA_SOURCE_KEY
(PK) (FK)
1 Added: 6.1
Description
PARAMETER_NAME
(PK)
2
PARAMETER_VALUE
Description: The value of the parameter.
3
4 DM_CREATED_DATE
5 DM_UPDATED_DATE
ETL_PARAMETERS 361
SCHEMA_REVISION
The SCHEMA_REVISION table records revision information about the schema so that future upgrade scripts can detect
the current version of the schema and choose the appropriate upgrade path. The schema is divided into components.
This table will have one record for each component. All records are created by the installation or upgrade scripts.
SCHEMA_REVISION
#
Column name
COMPONENT_NAME
(PK)
Description
Description: The name of the component of the schema.
Example: DMCOMMON
1
MAJOR_VERSION
Description: The major version of the component.
Example: 1
2
MINOR_VERSION
Description: The minor version of the component.
Example: 0
3
FIX_LEVEL
Description: The fix or patch level of the component.
Example: 0
4
PACKAGE_NAME
Description: Name of the package.
5
6 DM_CREATED_DATE
7 DM_UPDATED_DATE
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Glossary
ACD (Automatic Call Distribution)
A switch that, when combined with an IVR menu, receives all phone calls at a typical call center. The ACD system
routes calls according to a specified algorithm (set of rules) to CSRs who are not currently on the phone. In call
centers, these rules are used against data provided by the IVR system to route calls to the next available CSR within
a certain skill set group or queue. When a CSR becomes available, the CSR services the first caller in this queue.
activation host
A host that runs the Activation Server software.
Activation Server
The server software that supports an activation deployment. The software is installed on each activation host.
ActiveX bundle
Defines the Mcci ActiveX controls to include in the Service Management Client.
Administration Server
Single-instance server that provides a contact point for the Managed Server instances and system administration tools
in the WebLogic Server domain.
See also Managed Server.
adopted subscriber
An enabled subscriber who has used Motive software at least once.
Compare to converted subscriber.
Agent bundle
Contains any applications needed by the Service Management Client. For example, the Agent bundle of the full client
contains the System Tray application files.
alert groups
Values defined for types of subscribers at which to direct particular service alerts. As a part of server-side filtering
that determines which alerts download to a client, the Alert service compares the alert groups in the created alerts
with those in the alerts attribute in the client request.
Alert service
Motive Service that provides for publishing and filtering of alerts on the server. The Service Alerts Console uses the
Alert service to validate the XML source of an alert. The Alert service generates the alert ID and adds the ID to the
alert XML before storing it in the database. In response to a request from the Online Service Alert workflow, the
Alert service filters all published alerts based on segment data and date/validity period and sends the results to the
workflow.
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alert templates
A service alert form that includes pre-populated fields. In the Service Alerts Console, you can create a new alert
based on an alert template.
assisted service
Type of service in which a CSR assists a subscriber with problem resolution.
assisted service request
An service request that is routed to a CSR for resolution.
attribute directory
A directory of high-level attributes that describe the Motive deployment. Through the Motive Workbench, you create
an attribute directory made up of the following reference attribute types, and you can also add your own attribute
types: activeXBundle, agentBundle, alerts, configBundle, levelOfService, link, locale,
managedSettings, offlineBundle, region, solutionContext, and subscription.
automatic telemetry submission
The capability that facilitates an automatic transfer of diagnostics from the subscriber system to the server, provided
that the system is connected. The telemetry submitted provides valuable information for resolving problems in both
self-service and assisted service.
Compare to diagnostic code.
broadband
Communication technology in which the medium of transmission, such as a wire or fiber optic cable, carries several
messages at a time, with each message modulated on its own carrier frequency by means of modems. Broadband
communication is used on WANs and LANs.
Broadband Care Manager
Broadband Care Manager provides both self service and assisted service for broadband subscribers:
■
■
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For self service, the Broadband Care Manager automates problem diagnosis, resolution, and service management
capabilities across each of the primary support channels—electronic, phone, and email. With Motive software,
subscribers can easily self-manage their IP-based services without engaging a CSR (customer support representative)
or requiring a technician visit. With the self service features of the Broadband Care Manager, providers can:
❐
Deflect support calls from call centers.
❐
Tackle the increasing complexity of multi-service subscriber environments.
❐
Turn customer support into a competitive advantage.
For assisted service, the Broadband Care Manager helps CSRs (customer support representatives) pinpoint the
cause of and resolution for service issues on behalf of high-speed data subscribers. The product gathers service
data referred to as telemetry from multiple sources to present CSRs with a complete representation of a service
as it exists in a subscriber’s environment. Also, the product presents CSRs the results of a comparison between
the subscriber information and managed settings that “model” the optimal working state. The overall process
Glossary
empowers CSRs to automatically perform root cause analysis and to drive rapid and accurate resolution. With the
assisted service features of the Broadband Care Manager, providers can:
❐
Improve the efficiency of every technical support transaction, regardless of communication channel.
❐
Increase customer satisfaction, lower churn rates, and retain more revenue per subscriber by automating data
gathering and analysis processes.
❐
Scale the existing CSR base to new productivity levels with better management tools and more informed choices.
Broadband Technician
The Motive client that subscribers use to run problem diagnostics and repair scripts on their computers and to access
provider resources to research problems. Subscribers use the client to conduct self-service and to acquire assisted
service, depending on the deployment. The Broadband Technician runs on Windows and Macintosh operating systems.
See also Motive Support Portal.
BSP (broadband service provider)
An organization that provides broadband access to the Internet.
client installer
An installer used to deploy the entire Service Management Client for new subscribers that do not already have the
client installed. The client installer includes the installer executables generated from each of the bundle types: ActiveX,
Agent, Configuration, and Offline Content. The client installer is delivered to the subscriber either on a CD or by
using an HTTP download during activation of the subscriber.
Configuration bundle
Contains any configuration data needed by the Service Management Client. For example, the Configuration bundles
of the full and minimal clients set several registry entries for the Offline Dispatcher workflow.
content bundle
The individual components that make up the full functionality for a Service Management Client executable intended
for particular subscriber systems. The primary content bundles are:
■
ActiveX bundle
■
Offline Content bundle (OCB)
■
Configuration bundle
■
Agent bundle
content update event
A type of service alert that enables automatic content synchronization on SmartBridge clients. Subscriber systems
with SmartBridge installed automatically receive these content updates and can accept or cancel the updates. Content
update events are created and configured in the Management Console.
conversion
The continued use of Motive software by adopted subscribers. Continued use is defined as two or more service
requests from the same subscriber. Such a subscriber is referred to as a converted subscriber.
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converted subscriber
An enabled subscriber who has used Motive software two or more times.
Compare to adopted subscriber.
See also conversion.
CSR (customer support representative)
A person who provides subscribers assisted service. CSRs use Motive software to diagnose and resolve service issues
while communicating with subscribers.
CSRs are sometimes referred to as analysts or agents.
CSR Console
Web-based interface that CSRs use to facilitate assisted service while working with a subscriber over the phone. The
CSR Console presents a consolidated view of the subscriber system telemetry and backend telemetry from the following
sources:
■
A diagnostic code if subscriber system is not connected to the provider network or if automatic telemetry submission
is not available.
■
Automatic telemetry submission if subscriber system is connected.
■
Third-parties such as billing, provisioning, and outage telemetry providers.
custom actions
Client activity implemented as an ActiveX control or script that the System Tray application runs as a result of some
event on the subscriber system. For example, custom actions can run subsequent to the System Tray application
starting up or subscriber activity in the notification area. There are several types of custom actions, including startup
actions, menu-item actions, timer-managed (poll) actions, and tray-click actions.
Customer Service Manager
Motive product that helps CSRs (customer support representative) pinpoint the cause of and resolution for service
issues on behalf of high-speed data subscribers. The product gathers service data referred to as telemetry from multiple
sources to present CSRs with a complete representation of a service as it exists in a subscriber’s environment. Also,
the product presents CSRs the results of a comparison between the subscriber information and managed settings
that “model” the optimal working state. The overall process empowers CSRs to automatically perform root cause
analysis and to drive rapid and accurate resolution.
dashboard
A web page that provides a quick and accurate measure of certain statistics to help understand how one or more
Motive software solutions are being used.
See also service metrics.
data mart
A database optimized for reporting and querying rather than for transaction processing. Reporting databases or
schemas are sometimes referred to as OLAP (Online Analytical Processing) databases, in contrast to OLTP (Online
Transaction Processing) databases. Data marts are designed with fewer tables, more indexes, and de-normalization.
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Glossary
Typically data is moved at regular intervals but at off-peak times from the OLTP transaction database to the data mart
by means of an ETL tool.
A data mart or OLAP database reduces the load on the transactional database and facilitates faster, more accurate
reporting for a subdivision of a larger organization. Data warehouses, in contrast, pull together data from multiple
databases and multiple departments. Data warehouses are sometimes made from multiple data marts. Data marts
and data warehouses are often designed with a star schema or snowflake schema.
Data Mart runtime host
The host in the Motive environment on which the nightly ETL (extract, transform, load) processes run.
See also data mart.
data model
The group of entities, their attributes, the relationships among these entities, and integrity rules that make the
abstraction from the real world of those properties relevant to a given application.
data warehouse
A database optimized for reporting and querying rather than transaction processing. Reporting databases or schemas
are sometimes referred to OLAP (Online Analytical Processing) databases, in contrast to OLTP (Online Transaction
Processing) databases. Data warehouses are designed with fewer tables, more indexes, and de-normalization. Typically
data is moved at regular intervals but at off-peak times from the OLTP transaction database to the data warehouse
by means of an ETL tool.
A data warehouse or OLAP database reduces the load on the transactional database and facilitates faster, more
accurate reporting. Data marts are similar to data warehouses, except that they focus on one department of the
organization and often only pull data from a single transactional database. Data warehouses are sometimes made
from multiple data marts.
diagnostic code
A numeric code that defines a discrete set of subscriber system telemetry. For example, after the server decodes the
diagnostic code, the results may indicate that the subscriber system includes an installed CD-ROM drive. The diagnostic
code is key to problem resolution when the subscriber system is not connected.
Compare to automatic telemetry submission.
diagnostic encoding-only client
The type of client that provides only enough features for an offline phone page that can be used for both voice-based
self-service and assisted service solutions.
dimension table
In a data mart or data warehouse, dimension tables model the attributes that provide the context in which events
occur. The events are modeled in fact tables with foreign key references to records in dimension tables. For example,
dimensions such as time, customer, and operating system provide part of the context in which some event, such as
the creation of a service request, occurs. Dimensions can be one of three types, based on how change is managed:
■
Type 1: When an attribute changes, the existing attribute is updated with the new information, discarding the
old information. This is the simplest method, but makes no attempt to preserve the historical information.
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■
Type 2: When an attribute changes, a new record is created with the new attribute value. This solution preserves
the history of the attribute, but complicates the ETL process and can greatly increase the amount of space that is
consumed.
■
Type 3: When an attribute changes, a limited amount of historical information is preserved by saving the
current value and the original value in separate attributes, sometimes also storing a timestamp of the change in
a third attribute. This technique does not have the space or complexity problems of Type 2, but only allows you
to keep a limited amount of the historical information.
These techniques are well documented in discussions of data warehousing. Search for “slowly changing dimensions”
in your favorite search engine for more information.
domain name
A meaningful, user-friendly address of a network connection. The domain name identifies the owner of the address
in a hierarchical format: server.organization.type.
eligible subscriber
An individual who has access to the Service Management Client or the Escalation page.
enabled subscriber
An individual who has the Service Management Client installed.
Escalation page
Web page that subscribers access either online or offline to facilitate problem resolution with assisted service. The
Escalation page executes automatic telemetry submission from subscriber systems.
ETL (extract, transform, load)
A database management programming tool that incorporates three functions. The extract function reads data from
a specific database and extracts a subset of data. Next, the transform function converts the extracted data into the
intended format. Lastly, the load function writes the extracted and transformed data to a target database.
fact table
In a data mart or data warehouse, fact tables model the key events that occur in the domain being modeled, such
as an individual sale, a service request, or content being accessed by the subscriber. Fact tables include fields that
describe aspects of the fact being modeled and fields that contain foreign key references to relevant dimensions to
provide context for the fact being modeled. Data in fact tables is often a candidate for aggregation.
file sharing
To make files and folders available to other computers on a network. File sharing provides multiple users read, write,
or read and write access to a set of files configured for sharing.
See also printer sharing.
foreign key
A column or columns that uniquely identify a record in another database table by referring to its primary key.
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Glossary
full client
The type of client that provides the full set of features available for both self-service and assisted-service functionality,
including access to all online and offline workflows, support for service alerts, and the System Tray, McciBrowser,
and InstallHelper applications.
gateway
A network point that serves as an entrance to another network.
See also residential gateway.
home network
A home network (or home LAN) consists of two or more computers or other devices connected to form a local area
network (LAN) within a residence. A home network enables connected computers to share files, programs, accessories,
and Internet access. In addition to computers, devices like game consoles, IP cameras, personal video recorders, file
servers, and other devices can be connected to a home network.
See also file sharing, printer sharing, port forwarding, residential gateway.
HomeView
With the Motive HomeView client or the HomeView portal, subscribers can set up, activate, support, and manage
their wired or wireless home networks. If deployed with Customer Service Manager, the HomeView client sends
telemetry to Motive server so that it is available to the CSR (customer support representative) in the CSR Console
to use in assisted service requests.
HomeView client
The type of client that provides the HomeView application. Subscribers use the HomeView client to manage their
home network through a visual representation of the network. By default, this client also integrates with self-service
and assisted service, allowing subscribers to receive alerts and escalate issues to a CSR.
See also home network.
host
A computer connected to a network. The subscriber computer is the client host, and the provider system is the server
host.
incident
In pre-6.x Motive environments, an instance of subscriber information and system telemetry recorded in the database.
The issues associated with incidents are resolved through self-service or assisted service.
See also service request.
InstallHelper
An application that provides Mcci ActiveX install and uninstall support. InstallHelper is installed automatically by
every Mcci reference installer package and by every package generated by the McciInstallerGen utility. InstallHelper
is used transparently during the installation process to perform tasks too complex for the installer scripting language.
InstallHelper is also responsible for the Mcci ActiveX uninstall support provided by each Mcci installer.
IP address
A number that uniquely identifies a host that is connected to a TCP/IP (Transmission Control Protocol/Internet
Protocol) network such as a LAN (local area network) or the Internet. An IP address is a 32-bit number with decimal
values for its four bytes separated by periods (for example: 156.2.2.3).
See also domain name.
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IVR (Interactive Voice Response)
A system in a call center that typically is used as a front end to an ACD system to improve call routing. In such a
setup, an IVR system prompts the caller for information about the problem, which signals the ACD to route the caller
to a CSR whose specialty is handling that type of service request.
LAN (local area network)
A network of interconnected computers and other devices within a relatively small geographic area. The computers
on a LAN can interact with each other.
LDAP (Lightweight Directory Access Protocol)
A software protocol designed to locate resources such as files and devices in a network on the Internet or on a
corporate intranet. LDAP is a lightweight version of Directory Access Protocol (DAP), which is part of X.500, a
standard for directory services in a network. LDAP is lighter because it did not include security features in its initial
version.
line of business
In the Motive Data Mart, line of business is a mechanism for segregating subscribers into arbitrary groups such as
residential versus business subscribers for reporting purposes. The data that populates these reports is stored in the
LINE_OF_BUSINESS table in the Data Mart schema. The details of how this mechanism is used is deployment
specific.
Managed Server
Server instance that runs identical applications to its peer instances in a WebLogic Server domain.
See also Administration Server.
managed setting
A collection of attributes used to define the telemetry to collect or set on a subscriber system, the expected and
optimal values, and the values to encode in the diagnostic code. You can use different settings for different segments
of prospective subscribers.
Management Console
The browser-based interface for managing Motive servers and users and for generating incident and system usage
reports.
McciBrowser
The next generation of MotiveBrowser. McciBrowser is a standalone browser application you can bundle in a client
installer. The advantage of using McciBrowser is that it is a trusted container for the Mcci ActiveX controls, and you
can execute it in hidden mode. Even when scripting is disabled for Internet Explorer on the subscriber system, the
McciBrowser performs scripting.
McciContext
A Motive ActiveX control that runs as a part of the Service Management Client on the subscriber system. McciContext
stores the service alerts on the subscriber file system and performs client-side filtering to determine when to display
an alert.
McciInstallerGen
A self-contained command-line tool for generating deployment packages for Mcci ActiveX installation scenarios. The
tool conforms to the rules and restrictions associated with deploying Mcci ActiveX controls within Motive client
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Glossary
solutions. Motive Workbench provides a user interface to McciInstallerGen with its Content Bundle and Client Installer
editors.
menu-item action
A custom action that the System Tray application runs as a result of a subscriber selecting the corresponding menu
item text from the menu.
minimal client
The type of client that provides enough features to enable portal solutions but does not provide the full set of features
that the full client provides, such as the System Tray application and support for service alerts.
modem (modulator/demodulator)
A device or program that enables a computer or other digital device to transmit data over analog lines. A modem
converts outgoing digital data to analog so it can be transmitted over analog lines, and it converts incoming analog
data to digital.
Motive environment
The aggregate hardware and software that enables providing support services to subscribers. Typically, the Motive
environment includes a firewall, load balancers, and some number of dedicated hosts, depending on the number of
clients supported.
The repository where Motive setup information, activation data, service request data, usage statistics, and other
important data are stored.
See also OLTP (online transaction processing) schema.
Motive services
The Motive technology that provides the means of exposing functionality on the Managed Servers in the Motive
environment. The Motive services are a collection of APIs for working with different products. Different products use
different collections of these services.
Motive Support Portal
A reference implementation support site for subscribers. The Motive Support Portal browser-based interface includes
workflows for subscriber systems to register with the Motive deployment, execute automatic telemetry submission,
run one-click fixes, and escalate problem resolution, depending on the product deployment. Typically, the Motive
Support Portal workflows are customized as needed and then integrated into the provider's branded portal.
Motive Workbench
An Eclipse-based tool that deployment teams use to create and publish subscriber attribute directories, content
bundles, and managed settings. This tool also allows you to create client installers that install the content bundles.
NAT (Network Address Translation)
Translation of an IP address used within one network to a unique IP address known within another network. One
network is designated the inside network and the other is the outside. Typically, companies map their local inside
network addresses to one or more global outside IP addresses and unmap the global IP addresses on incoming
packets back into local IP addresses. This helps ensure security because each outgoing or incoming request must go
through a translation process that also offers the opportunity to qualify or authenticate the request or match it to a
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previous request. Also, NAT conserves the number of global IP addresses that companies need; it lets companies
use a single IP address in its communication with the world.
natural key
A column or columns that uniquely identify a record in a database table in another schema by referring to its primary
key. A natural key in a table in a reporting schema might refer to the primary key of the source table in the OLTP
schema.
net service name
For an Oracle client, an alias to the connect descriptor (host name, port number, and service name or SID) for a
database. The mapping of the net service name to the connect descriptor may be stored in the Oracle tnsnames.ora
file or in a centralized directory. Use the Oracle Net Configuration Assistant or the Oracle Net Manager installed with
the Oracle client to configure net service names.
See also service name.
network
A group of computers and other devices, such as printers, interconnected through communication links.
notification area
A standard part of the Microsoft Windows desktop. Under the default settings, the notification area appears in the
lower-right corner of the desktop to the immediate right of the taskbar. The current time appears in the notification
area. Typically, icons for particular applications also appear in the notification area. Motive clients can be configured
to have a presence in the notification area.
Offline Content bundle (OCB)
Collection of offline content files that are bundled into the Service Management Client executable intended for
particular subscriber systems. Ultimately, the files are stored locally on the subscriber system. The makeup of the
Offline Content bundle varies depending on the target subscribers and use cases supported in the deployment. For
example, the Offline Content bundle of the full client includes these file types:
■
Applicable managed setting and profile definitions.
■
Templates for displaying service alerts.
■
The deployment-specific files of the Offline Dispatcher, Offline Escalation, and Offline Connectivity Assistant
workflows, including HTML, script, CSS, and image files.
■
Mcci scripts needed to enable the client.
■
Instrumentation files containing methods used to collect and set telemetry.
The supporting files of any offline solution workflows included in the client installation should also be included in
this bundle.
Offline Service Alert workflow
Offline workflow that sends a request to the Online Service Alert workflow to determine if any valid offline alerts
should be downloaded for the subscriber. The Offline Service Alert workflow then filters any downloaded alerts and
registers them with McciContext for processing.
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Glossary
offline workflow
A workflow deployed on the subscriber system.
OLTP (online transaction processing) schema
A database schema optimized for real-time business operations. OLTP schemas are typically highly normalized and
designed to support a large number of concurrent users.
one-click fixes
Self-service workflows accessible from different Motive clients and workflows on a provider portal. Subscribers run
one-click fixes to solve a problem or complete a task on their systems. One-click fixes are designed for relatively
quick execution. For example, subscribers can use one-click fixes to reset their browser home page, change their
default mail account, create an email account, or run an email test.
Online Service Alert workflow
Online workflow that receives a request from the Offline Service Alert workflow to determine if any valid offline alerts
should be downloaded for the subscriber. The Online Service Alert workflow sends the request to the Alert service,
which obtains and filters the alerts; then, the Online Service Alert workflow sends the valid alerts to the Offline
Service Alert workflow.
online workflow
A workflow deployed on a server in the Motive environment. Subscriber systems access and run online workflows
through the Web.
optimal value
The exact values that the provider deems optimal for the hardware and software settings on a prospective subscriber
system. Usually, providers define optimal values for a subset of the telemetry values to be collected. By comparing
optimal values with the actual values, the CSR Console can expose data for accelerated diagnosis and resolution.
persistent task
Ongoing client activity that occurs on subscriber systems in the background. Persistent tasks are initiated by the
System Tray application based on the registry configuration.
phone channel
Virtual channel through which subscribers resolve service issues by using the phone call. The phone channel supports
self-service and assisted service, depending on the deployment.
port forwarding
A method for running a server behind a firewall in which typically only a single port (or small series of ports) is
exposed to the Internet. Port forwarding enables running several server types from different computers on your LAN.
Many broadband routers include interfaces for configuring port forwarding for standard applications such as FTP,
WWW, and Mail.
primary key
One or more columns that, taken together, uniquely identify a record in a database table.
See also foreign key.
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printer sharing
To make a printer available to multiple computers on a network. The printer can be attached to another computer,
a print server, or directly to the network.
See also file sharing.
provider portal
The BSP's (broadband service provider's) branded subcriber support Web site that integrates elements from the
Motive Support Portal. From the provider portal, subscribers can execute automatic telemetry submission and to run
self-service workflows and one-click fixes on their systems.
report
A data set that provides information about the software, such as performance and usage statistics or ROI.
See also Reporting Console.
Reporting Console
The Motive server user interface that displays reports from the Motive Data Mart in the Crystal Reports Server.
See also data mart.
residential gateway
A residential gateway is a device that connects a home network to a wide area network (the Internet). A residential
gateway allows multiple computers to share a single internet connection and typically provides a NAT (Network
Address Translation) firewall.
response file
A file used to store the responses to installer prompts for use when running the installer in non-interactive mode.
For example, when installing Solaris packages, you can generate a response file using the pkgask command and
install the package using pkgadd -r response-file.txt.
self-service
Type of service in which a subscriber uses Motive software to resolve a problem without interacting with a CSR.
self-service workflow
A workflow that runs on the subscriber system to troubleshoot a specific problem such as resetting email configuration.
service alert
Electronic notifications for subscribers about possible errors or recommended user actions. Service alerts can target
these alerts for particular user configurations and activity.
service alerts
Electronic notifications for subscribers. In the Service Alerts Console, you define built-in filtering per service alert
such that the alert only downloads to and appears on the desktops of affected subscribers.
Service Alerts Console
Browser-based interface for creating and storing service alerts. In addition, you use the interface to create alert
templates and alert groups.
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Glossary
Service Alerts system
Functionality that uses SmartBridge technology for the delivery of service alerts to subscribers. Server administrators
create service alerts and configure filtering for them through the Management Console. The filtering enables providers
to target service alerts to subscribers with specific user configurations.
To download and save the alerts for contextual display, the subscriber system must run Broadband Technician with
SmartBridge.
See also service bulletin, service event, content update event.
service bulletin
A type of service alert that provides information to subscribers about their service. Service bulletins are created with
built-in filtering based on criteria such as locale, operating system, and phone number, depending on the configuration.
Service bulletins are not associated with specific applications.
See also service event.
service event
A type of service alert that is associated with a specific application. The delivery of the event is triggered by subscriber
action in the specified application. Similar to service bulletins, service events are created with built-in filtering based
on criteria such locale, operating system, and phone number, depending on the configuration. In addition, Outlook
Express events can be associated with specific OE error numbers.
See also service bulletin.
Service Management Client
A Motive client application (.exe file) that contains the content bundles intended for particular subscriber systems.
The Service Management Client runs problem diagnostics and repair scripts through offline and online solution
workflows. In addition, depending on the deployment, subscribers use the client to access provider portals.
The content in Service Management Clients is fully brandable and deployment-specific based on the use cases
supported and desired customizations.
Motive provides the following types of clients that deployment teams use as a starting point for creating production
clients: full client, minimal client, diagnostic encoding-only client, and HomeView client
service metrics
Statistics generated from the Motive Data Mart that provide a high level view of the provider's ROI from Motive
solutions.
See also dashboard.
service name
The name of an Oracle database as defined on the database host. On an Oracle client, a net service name maps to
a service name, host name, port number, and protocol for a database. How this mapping is achieved depends on
the naming method being used, but often the information is stored in the tnsnames.ora and configured using the
Oracle Net Configuration Assistant or the Oracle Net Manager.
service request
A subscriber's attempt to resolve an issue using through self-service or assisted service using Motive software.
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SmartBridge
Motive client technology that regularly polls the specified server to download any new service alerts. The SmartBridge
component also maintains subscriber context to control the delivery of alerts.
See also Service Alerts system.
solution workflow
A type of workflow that resolves a particular problem or completes a task on a subscriber system. For example, the
Email Assistant workflow repairs, tests, and profiles email accounts within the installed email clients (Outlook and/or
Outlook Express) as well as creates new email accounts within the currently installed default email client.
star schema
A data model organized into dimension tables that relate to one or more central fact tables to facilitate reporting. A
snowflake schema is similar to a star schema except that the dimension tables are subdivided into separate tables.
This increases the normalization, but increases the complexity of the design and can affect performance.
startup action
A custom action that the System Tray application runs when it starts up.
subscriber
In industry usage, an individual who pays for Internet access or other services from a provider.
In Motive usage, an end-user who uses Motive software as a result of purchasing services from a provider.
subscriber context
Attributes used to indicate in which scenario a service alert is relevant to a subscriber. The default attributes of
subscriber context include the relevant geographical area, operating system, and application running.
system tray
See notification area.
System Tray application
The resident application for a Windows-based Motive client that runs on a subscriber system. The System Tray
application controls all client activity, including the running of persistent tasks and custom actions. It is designed
for full branding and configuration. You can deploy Motive clients with a System Tray application that runs in the
background or provides for client presence in the notification area.
taskbar
On Windows 95 or later, the bar that appears on the bottom of the desktop (by default) and contains the Start menu.
The taskbar displays an icon for each program that is currently open.
TCP/IP (Transmission Control Protocol/Internet Protocol)
The protocol or set of rules that computers on the Internet use to communicate.
telemetry
Diagnostic data gathered from a subscriber system or backend system. For example, the amount of disk space is
telemetry collected from the subscriber system, and outage status is telemetry collected from a backend system.
Telemetry is the primary data source used to solve problems in the self-service and assisted service models.
376
Glossary
timer-managed (poll) action
A custom action that the System Tray application runs at a specific date/time.
tray-click action
A custom action that the System Tray application runs as a result of a subscriber double-clicking the corresponding
icon in the notification area.
valued workflow
A workflow deemed by a given customer to provide a return on their investment in the Motive system. In the Motive
Data Mart, certain reports break out data from valued workflows run, as opposed to all workflows run.
WAN (wide area network)
A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local
area networks (LANs).
WebLogic Administration Server
See Administration Server.
WebLogic Managed Server
See Managed Server.
WebLogic Server domain
A logically related group of WebLogic Servers for management as a unit. The domain always includes a WebLogic
Administration Server and additional WebLogic Server instances called Managed Servers.
workflow
An automated series of steps that perform a process for the provider and subscriber. The workflow can be branded,
configured, and updated. In workflows, programmers define inputs, outputs, rules, and the sequence of rules for
each step that make up the workflow.
See also offline workflow, online workflow.
377
378
Glossary
Index
A
ACCOUNT_ALTKEY
ANALYST_LOOKUP, 146
CUSTOMER_LOOKUP, 176
ACCOUNT_NUMBER
CUSTOMER, 163
ACTION
SELFHELP_CUSTOMSTAT, 249
ACTION_DATE
CHAT_SESSION_ANALYST_ACTION, 322
VOICE_SESSION_ANALYST_ACTION, 283
ACTION_DATE_KEY
ACTION_DESC
CHAT_ANALYST_ACTION, 298
SELFHELP_ALERT_ACTION, 236
VOICE_ANALYST_ACTION, 268
ACTION_DISPLAY_NAME
ACTION_ID
ACTION_NAME
ACTION_TIME_KEY
ACTION_TYPE
ACTIVATION_CLIENT_ALTKEY
CUSTOMER_ENDPOINT, 173
ACTUAL_VALUE
MANAGED_SETTING_CHECK, 201
Added in 4.10.7C
PRODUCT_USAGE_BY_DATE, 355
Added in 4.13.0
ANALYST
CUSTOM_ATTR_1, 144
CUSTOM_ATTR_2, 145
CUSTOM_ATTR_3, 145
CUSTOM_ATTR_4, 145
CUSTOM_ATTR_5, 145
CUSTOMER
ENDPOINT_COUNT, 166
REMOTE_CONTROL_SESSION, 206
SELFHELP_ALERT, 234
SELFHELP_ALERT_CONTEXT, 238
SELFHELP_ALERT_EVENT, 239
SELFHELP_ALERTS_BY_DATE, 242
CLIENT_TIMESTAMP, 246
SRC_DB_TIMESTAMP, 246
SERVICE_LEVEL_TARGET, 213
SERVICE_METRICS_BY_DATE, 214
Added in 4.13.2
CPE_DEVICE_TYPE, 158
IS_FILE_SERVER_DEVICE, 159
IS_PRINT_SERVER_DEVICE, 159
CUSTOMER_CPE_DEVICE, 167
CUSTOMER_ENDPOINT
CUSTOMER_NETWORK_KEY, 173
OPERATING_SYSTEM_KEY, 173
CUSTOMER_NETWORK, 180
CUSTOMER_WIRELESS_LAN, 188
MANAGED_NETWORKS_BY_CPE, 196
SELFHELP_SESSION
SOLUTION_CONTEXT, 253
Added in 4.13.3
BATCH_LOADER_CHUNK, 357
BATCH_LOADER_CONFIG, 360
SYSTEM_EVENT_LOG, 225
Added in 6.1
ANALYST
379
CORRELATION_ID, 145
FIRST_NAME, 143
IS_SUPERVISOR, 144
LAST_NAME, 143
REVERSE_ACCOUNT_ID, 145
ANALYST_LOOKUP, 146
ANALYST_LOOKUP_NET, 149
ANALYST_NOTES, 151
BATCH_LOADER_CHUNK
DATA_SOURCE_KEY, 357
BATCH_LOADER_CONFIG
CHAT_ANALYST_EVENT, 299
CHAT_ANALYST_EVENT_TYPE, 301
CHAT_ANALYST_LOGIN, 302
CHAT_ANALYST_LOGIN_BY_DATE, 304
CHAT_ANALYST_SESSION, 305
CHAT_ANALYST_WORKSTATE, 309
CHAT_DISPOSITION, 311
CHAT_QUEUE, 312
CHAT_QUEUE_EVENT, 314
CHAT_QUEUE_EVENT_TYPE, 316
CHAT_SESSION, 317
CHAT_SESSION_DISPOSITION, 324
CHAT_SESSION_EVENT, 325
CHAT_SESSION_EVENT_TYPE, 327
CHAT_SESSION_TRANSCRIPT, 328
CHAT_SESSIONS_BY_ANALYST, 330
CHAT_SESSIONS_BY_DATE, 333
CHAT_SESSIONS_BY_HNW_QUEUE, 336
CHAT_SESSIONS_BY_QUEUE, 338
CHAT_WORKFLOW, 341
CHAT_WORKFLOW_STEP, 342
CHAT_WORKFLOW_STEP_RUN, 343
CHAT_WORKFLOW_STEP_STATUS, 347
CHAT_WORKSTATE_TYPE, 348
CRM_CONTEXT_LOOKUP, 160
CUSTOMER
IS_ACTIVE, 165
CUSTOMER_ENDPOINT
ACTIVATION_CLIENT_ALTKEY, 173
CORRELATION_ID, 173
CUSTOMER_ENDPOINT_KEY, 173
ENDPOINT_CREATED_DATE, 173
380
Index
CUSTOMER_ENDPOINT_LOOKUP, 175
CUSTOMER_NETWORK
LINE_OF_BUSINESS_KEY, 180
LOCATION_KEY, 180
SUBJECT_ID, 183
CUSTOMER_PRODUCT_ADOPTION, 349
CUSTOMER_SEGMENT, 185
CUSTOMER_SOFTWARE, 186
CUSTOMER_SUBSCRIPTION, 187
SUBJECT_ID, 189
DATA_SOURCE, 191
ETL_PARAMETERS
LINE_OF_BUSINESS, 192
LOCATION, 194
LOCATION_KEY, 196
MANAGED_SETTING, 198
MANAGED_SETTING_REF, 202
MANAGED_SETTING_STATS_BY_DATE, 203
PRODUCT
SOLUTION_NAME, 352
WEIGHTED_VALUE, 355
ANALYST_SUBJECT_ID, 209
CLIENT_ENDPOINT_ID, 209
CRM_TICKET_ID, 209
CUSTOMER_KEY, 206
EXTERNAL_CONTEXT_ID, 209
LOCATION_KEY, 206
SESSION_ALTKEY, 209
SUBSCRIBER_SUBJECT_ID, 209
SUPPORT_CHANNEL_NAME, 209
SUPPORT_CHANNEL_SESSION_ID, 209
REMOTE_CTL_SESSIONS_BY_DATE, 210
SELFHELP_ALERT
ALERT_DISPLAY_NAME, 234
ALERT_VALUE, 235
ACTION_DISPLAY_NAME, 236
CONTEXT_DISPLAY_NAME, 238
ALERT_EVENT_GUID, 240
ALERT_ID, 240
LOCATION_KEY, 239
SELFHELP_WORKFLOW_KEY, 240
LOCATION_KEY, 243
LOCATION_KEY, 245
SELFHELP_SESSION_KEY, 245
LOCATION_KEY, 247
SELFHELP_SESSION
CRM_TICKET_ID, 252
END_DATE, 252
END_DATE_KEY, 250
END_TIME_KEY, 250
HAS_SESSION_WORKFLOW_VALUE, 251
IS_EXCLUDED_FROM_ROI, 251
LOCATION_KEY, 250
SESSION_DURATION, 252
START_DATE, 251
START_DATE_KEY, 250
START_TIME_KEY, 250
CUSTOMER_COUNT, 254
LOCATION_KEY, 254
VALUED_WORKFLOW_SESSION_COUNT, 254
SELFHELP_WORKFLOW
WORKFLOW_DESC, 255
WORKFLOW_DISPLAY_NAME, 255
WORKFLOW_VERSION, 255
CUSTOMER_KEY, 256
DURATION_SECS, 258
IS_FIRST_WORKFLOW, 257
IS_LAST_WORKFLOW, 257
LOCATION_KEY, 256
WAS_ELECTRONIC_ESCALATION, 258
WAS_PHONE_ESCALATION, 258
WORKFLOW_END_DATE, 258
WORKFLOW_END_DATE_KEY, 257
WORKFLOW_END_TIME_KEY, 257
WORKFLOW_KEY, 256
WORKFLOW_RUN_GUID, 257
WORKFLOW_RUN_ID, 257
WORKFLOW_RUN_NUMBER, 258
WORKFLOW_START_DATE, 258
WORKFLOW_START_DATE_KEY, 256
WORKFLOW_START_TIME_KEY, 257
WORKFLOW_STATUS_KEY, 256
CUSTOMER_COUNT, 260
LOCATION_KEY, 260
STATUS_DISPLAY_NAME, 261
SELFHELP_WORKFLOW_STEP, 262
SELFHELP_WORKFLOW_STEP_RUN, 263
381
SELFHELP_WORKFLOW_STEP_STATUS, 267
AVG_ANALYST_PER_SESSION, 216
SESSIONS_ABANDONED_COUNT, 214
SESSIONS_MET_SLA_COUNT, 214
SESSIONS_OPENED_COUNT, 214
SOFTWARE_INSTALL_EVENT, 219
SOFTWARE_INSTALLS_BY_DATE, 221
SOFTWARE_VERSION, 222
SUBSCRIPTION, 223
TELEMETRY_DATA
CRM_TICKET_ID, 228
VOICE_ANALYST_STEP_STATUS, 269
VOICE_ANALYST_WFLOW_STEP_RUN, 270
VOICE_ANALYST_WORKFLOW, 274
VOICE_ANALYST_WORKFLOW_STEP, 275
VOICE_SESSION
ANALYST_WORKFLOW_RUN_COUNT, 279
CRM_TICKET_ID, 281
LOCATION_KEY, 276
SESSION_CLOSED_DATE, 277
SESSION_CREATED_DATE, 277
VOICE_SUBSYSTEM_COUNT, 280
WAS_CREATED_BY_ANALYST, 278
WAS_CREATED_BY_SERVER, 278
VOICE_SESSIONS_BY_DATE, 286
VOICE_STATS_BY_DATE, 289
VOICE_WORKFLOW, 291
VOICE_WORKFLOW_STEP
STEP_DISPLAY_NAME, 292
STEP_VALUE, 292
382
Index
CALLER_ANI, 295
CALLER_DNIS, 295
CUSTOM_ATTR_1, 296
CUSTOM_ATTR_2, 296
CUSTOM_ATTR_3, 296
CUSTOM_ATTR_4, 296
CUSTOM_ATTR_5, 296
CUSTOMER_KEY, 294
IS_FIRST_STEP, 295
IS_LAST_STEP, 295
LOCATION_KEY, 293
RUN_DATE_KEY, 294
RUN_TIME_KEY, 294
STEP_ACTION, 294
STEP_ACTION_TYPE, 294
STEP_NUMBER, 295
STEP_RUN_GUID, 295
TELEMETRY_PROVIDER_NAME, 295
VOICE_SESSION_KEY, 293
VOICE_WORKFLOW_KEY, 293
VOICE_WORKFLOW_STEP_STATUS_KEY, 293
VOICE_WORKFLOWSTAT_ID, 294
VOICE_WORKFLOW_STEP_STATUS, 297
Added in 6.1.3
CUSTOMER_ENDPOINT
IS_ACTIVE, 174
ADDITIONAL_HARDWARE_VERSIONS
ADDITIONAL_SOFTWARE_VERSIONS
adopted, 110
ADOPTED_COUNT
PRODUCT_ADOPTION_BY_DATE, 354
ADOPTED_DATE
ADOPTED_DATE_KEY
adoption report, 110
ALERT_COUNT
ALERT_DATE
ALERT_DATE_KEY
ALERT_DESC
SELFHELP_ALERT, 235
ALERT_DISPLAY_NAME
SELFHELP_ALERT, 234
ALERT_EVENT_GUID
ALERT_ID
SELFHELP_ALERT, 234
ALERT_TIME_KEY
ALERT_TITLE
SELFHELP_ALERT, 234
ALERT_TYPE
SELFHELP_ALERT, 234
ALERT_VALUE
SELFHELP_ALERT, 235
AM_PM_VALUE
TIME_OF_DAY, 232
ANALYST
ANALYST_KEY, 143
ANALYST_LOGIN_NAME, 143
CITY, 144
CORRELATION_ID, 145
COUNTRY, 144
CUSTOM_ATTR_1, 144
CUSTOM_ATTR_2, 145
CUSTOM_ATTR_3, 145
CUSTOM_ATTR_4, 145
CUSTOM_ATTR_5, 145
DIVISION, 143
DM_CREATED_DATE, 145
DM_UPDATED_DATE, 145
EMAIL_ADDRESS, 143
FIRST_NAME, 143
IS_DELETED, 144
IS_SUPERVISOR, 144
LAST_NAME, 143
ORGANIZATION, 144
PUBLIC_NAME, 143
REVERSE_ACCOUNT_ID, 145
STATE, 144
SUPERVISOR_ANALYST_KEY, 144
TITLE, 143
ANALYST_COMMENTS
ANALYST_COUNT
VOICE_SESSION, 279
ANALYST_END_DATE
VOICE_SESSION, 278
ANALYST_ID
ANALYST_KEY
ANALYST, 143
ANALYST_LOOKUP, 146
ANALYST_NOTES, 151
ANALYST_LOGIN_NAME
ANALYST, 143
ANALYST_LOOKUP, 146
ANALYST_LOOKUP
ACCOUNT_ALTKEY, 146
ANALYST_KEY, 146
ANALYST_LOOKUP_KEY, 146
AUTH_PROVIDER_NAME, 146
CITY, 147
CORRELATION_TYPE, 148
COUNTRY, 147
CUSTOM_ATTR_1, 148
CUSTOM_ATTR_2, 148
CUSTOM_ATTR_3, 148
CUSTOM_ATTR_4, 148
CUSTOM_ATTR_5, 148
383
DIVISION, 147
EMAIL_ADDRESS, 147
FIRST_NAME, 146
IS_DELETED, 148
IS_SUPERVISOR, 148
LAST_NAME, 146
ORGANIZATION, 147
PUBLIC_NAME, 147
STATE, 147
SUBJECT_CREATED_DATE, 148
SUBJECT_ID, 146
TITLE, 147
ANALYST_LOOKUP_KEY
ANALYST_LOOKUP, 146
ANALYST_LOOKUP_NET
ANALYST_KEY, 149
ANALYST_LOOKUP_NET_KEY, 149
CUSTOM_ATTR_1, 150
CUSTOM_ATTR_2, 150
CUSTOM_ATTR_3, 150
CUSTOM_ATTR_4, 150
CUSTOM_ATTR_5, 150
FIRST_NAME, 149
IS_DELETED, 150
IS_SUPERVISOR, 150
LAST_NAME, 149
PUBLIC_NAME, 149
REPRESENTATIVE_ID, 149
ANALYST_LOOKUP_NET_KEY
ANALYST_NOTES
ANALYST_KEY, 151
ANALYST_NOTES_KEY, 151
CREATED_DATE, 151
CRM_TICKET_ID, 151
CUSTOM_ATTR_1, 151
CUSTOM_ATTR_2, 152
CUSTOM_ATTR_3, 152
CUSTOM_ATTR_4, 152
384
Index
CUSTOM_ATTR_5, 152
NOTES_STAT_ID, 151
NOTES_TEXT, 152
ANALYST_NOTES_KEY
ANALYST_NOTES, 151
ANALYST_START_DATE
VOICE_SESSION, 279
ANALYST_SUBJECT_ID
ANALYST_WORKFLOW_RUN_COUNT
VOICE_SESSION, 279
ANALYST_WORKFLOW_USED_COUNT
CHAT_SESSION, 320
AS.CHAT_SESSION.CUSTOMATTR1KEY, 84
ASSIGN_TO_CLOSE_SECS
ASSIGN_TO_CONTACT_SECS
ASSIGNED_ANALYST_COUNT
CHAT_SESSION, 318
Assisted Service Request Histories, 133
Assisted Service Request History for Service Request, 133
Assisted Service Request Resolution Time, 133
Assisted Service Request Resolution Time by Status, 134
Assisted Service Requests by Date, 134
Assisted Service Requests by Problem Area, 135
Assisted Service Requests by Status, 135
Assisted Service Score Card, 135
ASSISTED_STAT_ID
ASSISTEDSTAT_ID
ATTR_DESC
ATTR_NAME
AUTH_PROVIDER_NAME
ANALYST_LOOKUP, 146
AVAILABLE_TIME_SECS
Average Time to Close Assisted Service Requests, 136
AVG_ABORT_WAIT_SECS
AVG_ANALYST_PER_SESSION
AVG_ANALYST_TIME_SECS
CHAT_SESSION, 318
AVG_ASSIGN_TIME_SECS
AVG_COMPUTERS_PER_NETWORK
AVG_DEVICES_PER_NETWORK
AVG_QUEUE_SIZE
AVG_QWAIT_SECS
AVG_RESOLUTION_TIME_SECS
AVG_SESSION_SECS
AVG_SESSION_STEPS_COUNT
AVG_SESSION_TIME
AVG_SESSION_TIME_SECS
AVG_SESSIONS_PER_ANALYST
AVG_WLANS_PER_NETWORK
AVG_WORKFLOW_SESSION_TIME
AVG_WORKFLOW_STEPS_COUNT
AVG_WRAPUP_SECS
B
BATCH_LOADER_CHUNK
BATCH_LOADER_CHUNK_KEY, 357
MAX_DATE, 357
MAX_IDS, 357
MIN_DATE, 357
RUN_DURATION_SECS, 358
RUN_END_DATE, 358
RUN_START_DATE, 358
RUN_STATUS, 359
BATCH_LOADER_CHUNK_KEY
BATCH_LOADER_CONFIG
MAX_DATE, 360
385
MAX_IDS, 360
MIN_DATE, 360
BEGIN_DATE
BEGIN_DATE_KEY
BEGIN_SESSION_EVENT_KEY
BEGIN_TIME_KEY
BREAK_TIME_SECS
BUSINESS_DESC
BUSINESS_DISPLAY_NAME
BUSINESS_NAME
BUSINESS_VALUE
C
CALENDAR_DATE
CALENDAR_DATE_KEY, 153
CUSTOM_ATTR_1, 156
CUSTOM_ATTR_2, 156
CUSTOM_ATTR_3, 156
CUSTOM_ATTR_4, 156
CUSTOM_ATTR_5, 156
DAY_DATE, 153
DAY_NAME, 153
DAY_NUM_IN_MONTH, 154
DAY_NUM_IN_WEEK, 153
DAY_NUM_IN_YEAR, 154
DAY_SHORT_NAME, 153
FISCAL_YEAR_NUM, 156
FISCAL_YEAR_START_DATE, 156
HOLIDAY_NAME, 154
IS_HOLIDAY, 154
IS_WEEKDAY, 154
MONTH_NAME, 155
MONTH_NUM_IN_YEAR, 155
MONTH_SHORT_NAME, 155
MONTH_START_DATE, 155
386
Index
QUARTER_NAME, 155
QUARTER_NUM_IN_YEAR, 155
QUARTER_SHORT_NAME, 155
QUARTER_START_DATE, 155
WEEK_NAME, 154
WEEK_NUM_IN_YEAR, 154
WEEK_SHORT_NAME, 154
WEEK_START_DATE, 154
YEAR_NUM, 156
YEAR_START_DATE, 156
CALENDAR_DATE_KEY
CALENDAR_DATE, 153
SELFHELP_CONTENT_ACCS_BY_DATE, 247
SELFHELP_SESSIONS_BY_DATE, 254
SELFHELP_WORKFLOW_RUN_BY_DATE, 260
Call Deflection, 121
Call Detail Record, 121
Call Flow Tuning, 121
Call Hang Up Report, 122
Call Summary Activity Report, 122
CALL_OPTIMIZED_COUNT
CALL_ZERO_OUT_COUNT
CALLER_ANI
VOICE_SESSION, 280
VOICE_WORKFLOW_STEP_RUN, 295
CALLER_DNIS
VOICE_SESSION, 281
Cancelled Assisted Service Requests by Queue, 136
CANCELLED_COUNT
canned reports, 48
CHAT_ANALYST_ACTION
ACTION_DESC, 298
ACTION_ID, 298
ACTION_NAME, 298
ACTION_TYPE, 298
CHAT_ANALYST_ACTION_KEY, 298
CHAT_ANALYST_EVENT
ANALYST_KEY, 299
CHAT_ANALYST_EVENT_KEY, 299
CHAT_ANALYST_EVENT_TYPE_KEY, 299
EVENT_DATE, 299
EVENT_DATE_KEY, 299
EVENT_PARAMETER, 299
EVENT_TIME_KEY, 299
CHAT_ANALYST_EVENT_KEY
CHAT_ANALYST_EVENT_TYPE_KEY, 301
IS_ABNORMAL, 301
IS_LOGIN, 301
IS_ONLINE, 301
TYPE_DESC, 301
TYPE_DISPLAY_NAME, 301
TYPE_ID, 301
TYPE_NAME, 301
CHAT_ANALYST_LOGIN
ANALYST_KEY, 302
CHAT_ANALYST_LOGIN_KEY, 302
DURATION_SECS, 303
IS_EXPLICIT_LOGOUT, 303
LOGIN_DATE, 302
LOGIN_DATE_KEY, 302
LOGIN_TIME_KEY, 302
LOGOUT_DATE, 302
LOGOUT_DATE_KEY, 302
LOGOUT_TIME_KEY, 302
ANALYST_KEY, 304
AVAILABLE_TIME_SECS, 304
BREAK_TIME_SECS, 304
LOGGED_IN_TIME_SECS, 304
LUNCH_TIME_SECS, 304
ONTASK_TIME_SECS, 304
WORK_TIME_SECS, 304
CHAT_ANALYST_LOGIN_KEY
ANALYST_KEY, 305
ASSIGN_TO_CLOSE_SECS, 306
ASSIGN_TO_CONTACT_SECS, 306
BEGIN_SESSION_EVENT_KEY, 308
CHAT_ANALYST_SESSION_KEY, 305
CHAT_QUEUE_KEY, 305
CHAT_SESSION_KEY, 305
CRM_KEY, 307
CUSTOMER_KEY, 305
END_SESSION_EVENT_KEY, 308
EXTERNAL_REF_ID, 307
FIRST_RESPONSE_DATE, 308
IS_FIRST_SESSION, 307
IS_LAST_SESSION, 307
387
LOCATION_KEY, 305
QUEUE_TO_ASSIGN_SECS, 306
RECEIVE_MESSAGE_COUNT, 306
REP_ID, 307
SEND_MESSAGE_COUNT, 306
SESSION_DURATION_SECS, 308
SESSION_END_DATE, 308
SESSION_END_DATE_KEY, 306
SESSION_END_TIME_KEY, 306
SESSION_ID, 307
SESSION_NUM, 307
SESSION_START_DATE, 308
SESSION_START_DATE_KEY, 306
SESSION_START_TIME_KEY, 306
TOTAL_SUSPENDED_SECS, 307
WAS_ANALYST_WORKFLOW_USED, 307
WAS_MOTIVE_REMOTE_CTL_USED, 306
WAS_MOTIVE_TELEMETRY_USED, 306
WAS_MOTIVE_USED, 306
WAS_SUSPENDED, 307
WAS_TRANSFERRED_TO_OTHER_AGENT, 307
WAS_TRANSFERRED_TO_OTHER_QUEUE, 307
CHAT_ANALYST_SESSION_KEY
ANALYST_COMMENTS, 310
ANALYST_KEY, 309
BEGIN_DATE, 309
BEGIN_DATE_KEY, 309
BEGIN_TIME_KEY, 309
CHAT_ANALYST_WORKSTATE_KEY, 309
CHAT_WORKSTATE_TYPE_KEY, 309
DURATION_SECS, 310
END_DATE, 310
END_DATE_KEY, 309
END_TIME_KEY, 309
CHAT_ANALYST_WORKSTATE_KEY
CHAT_DISPOSITION
CHAT_DISPOSITION_KEY, 311
DISPOSITION_CAT_ID, 311
DISPOSITION_DESC, 311
388
Index
DISPOSITION_DISPLAY_NAME, 311
DISPOSITION_FOLDER_ID, 311
DISPOSITION_NAME, 311
CHAT_QUEUE
CHAT_QUEUE_KEY, 312
IS_ACTIVE, 312
IS_HIDDEN, 312
IS_TRANSFERABLE, 312
PARENT_QUEUE_KEY, 312
QUEUE_DESC, 312
QUEUE_DISPLAY_NAME, 312
QUEUE_ID, 312
QUEUE_NAME, 312
CHAT_QUEUE_EVENT
CHAT_QUEUE_EVENT_KEY, 314
CHAT_QUEUE_EVENT_TYPE_KEY, 314
CHAT_QUEUE_KEY, 314
EVENT_DATE, 314
EVENT_DATE_KEY, 314
EVENT_TIME_KEY, 314
IS_AGENT_TRANSFER, 314
QUEUE_ENTRY_COUNT, 315
QUEUE_ID, 314
QUEUE_WAIT_TIME_SECS, 315
CHAT_QUEUE_EVENT_KEY
CHAT_QUEUE_EVENT_TYPE_KEY, 316
IS_QUEUE_ENTER, 316
IS_QUEUE_EXIT, 316
TYPE_DESC, 316
TYPE_ID, 316
TYPE_NAME, 316
CHAT_QUEUE_KEY
CHAT_QUEUE, 312
CHAT_SESSION
ANALYST_WORKFLOW_USED_COUNT, 320
ASSIGNED_ANALYST_COUNT, 318
AVG_ANALYST_TIME_SECS, 318
CLOSED_DATE, 320
CLOSED_DATE_KEY, 318
CLOSED_TIME_KEY, 318
CREATED_DATE, 320
CREATED_DATE_KEY, 317
CREATED_TIME_KEY, 317
CRM_KEY, 320
CUSTOM_ATTR_1, 321
CUSTOM_ATTR_2, 321
CUSTOM_ATTR_3, 321
CUSTOM_ATTR_4, 321
CUSTOM_ATTR_5, 321
CUSTOMER_KEY, 317
ENTER_URL, 321
EXTERNAL_REF_ID, 320
FIRST_ASSIGNED_ANALYST_KEY, 318
FIRST_ASSIGNED_CHAT_QUEUE_KEY, 318
FIRST_QUEUE_WAIT_TIME, 318
FIRST_RESPONSE_DATE, 320
IP_ADDRESS, 321
LAST_ASSIGNED_ANALYST_KEY, 318
LAST_ASSIGNED_CHAT_QUEUE_KEY, 318
LOCATION_KEY, 317
MAX_ANALYST_TIME_SECS, 319
SESSION_ID, 320
SESSION_NOTES, 321
STARTED_DATE, 320
STARTED_DATE_KEY, 317
STARTED_TIME_KEY, 318
SUBJECT_TEXT, 321
TOTAL_SUSPENDED_SECS, 319
WAS_ABORTED, 319
WAS_ASSIGNED, 319
WAS_COMPLETED, 319
WAS_ENDED_BY_ANALYST, 320
WAS_ENDED_BY_CUSTOMER, 320
WAS_MOTIVE_REMOTE_CTL_USED, 319
WAS_MOTIVE_TELEMETRY_USED, 320
WAS_MOTIVE_USED, 319
WAS_SUPERVISOR_FORCED_CLOSED, 319
WAS_SUSPENDED, 319
WAS_TRANSFERRED_TO_OTHER_AGENT, 319
WAS_TRANSFERRED_TO_OTHER_QUEUE, 319
WAS_WITHIN_SERVICE_LEVEL, 319
WRAP_UP_TIME_SECS, 319
CHAT_SESSION_ACTION_KEY
ACTION_DATE, 322
ACTION_DATE_KEY, 322
ACTION_TIME_KEY, 322
ANALYST_KEY, 322
ASSISTEDSTAT_ID, 322
CHAT_ANALYST_ACTION_KEY, 322
CHAT_SESSION_ACTION_KEY, 322
CUSTOM_ATTR_1, 323
CUSTOM_ATTR_2, 323
CUSTOM_ATTR_3, 323
CUSTOM_ATTR_4, 323
CUSTOM_ATTR_5, 323
SESSION_ID, 322
CHAT_DISPOSITION_KEY, 324
CHAT_SESSION_DISPOSITION_KEY, 324
389
SESSION_ID, 324
CHAT_SESSION_DISPOSITION_KEY
CHAT_SESSION_EVENT
ANALYST_KEY, 325
CHAT_SESSION_EVENT_KEY, 325
CHAT_SESSION_EVENT_TYPE_KEY, 325
EVENT_DATE, 326
EVENT_DATE_KEY, 325
EVENT_PARAMETER_1, 326
EVENT_PARAMETER_2, 326
EVENT_TIME_KEY, 325
SESSION_ID, 326
TRANSFER_ANALYST_KEY, 326
TRANSFER_CHAT_QUEUE_KEY, 325
CHAT_SESSION_EVENT_KEY
IS_ANALYST_EVENT, 327
TYPE_DESC, 327
TYPE_ID, 327
TYPE_NAME, 327
CHAT_SESSION_KEY
CHAT_SESSION, 317
ANALYST_KEY, 328
390
Index
CHAT_SESSION_TRANSCRIPT_KEY, 328
EVTYPE, 329
IS_ANALYST_TRANSCRIPT, 328
IS_CUSTOMER_TRANSCRIPT, 328
SESSION_ID, 329
TRANSCRIPT_DATE, 329
TRANSCRIPT_DATE_KEY, 328
TRANSCRIPT_MESSAGE, 329
TRANSCRIPT_TIME_KEY, 329
CHAT_SESSION_TRANSCRIPT_KEY
ANALYST_KEY, 330
AVG_FIRST_RESPONSE_TIME_SECS, 331
AVG_QWAIT_SECS, 331
AVG_RESPONSE_TIME_SECS, 332
AVG_SESS_WITH_MOTIVE_RC_SECS, 332
AVG_SESS_WITH_MOTIVE_SECS, 332
AVG_SESS_WITH_MOTIVE_TM_SECS, 332
AVG_SESSION_SECS, 331
AVG_WRAPUP_SECS, 331
MAX_FIRST_RESPONSE_TIME_SECS, 332
MAX_QWAIT_SECS, 331
MAX_RESPONSE_TIME_SECS, 332
MAX_SESS_WITH_MOTIVE_RC_SECS, 332
MAX_SESS_WITH_MOTIVE_SECS, 332
MAX_SESS_WITH_MOTIVE_TM_SECS, 332
MAX_SESSION_SECS, 331
MAX_WRAPUP_SECS, 331
SESSIONS_ACCEPTED_COUNT, 330
SESSIONS_ASSIGNED_COUNT, 330
SESSIONS_COMPLETED_COUNT, 330
SESSIONS_REFUSED_COUNT, 330
SESSIONS_REQUESTED_COUNT, 330
SESSIONS_SUSPENDED_COUNT, 330
SESSIONS_TRANSFERRED_COUNT, 330
SUPERVISOR_CLOSED_COUNT, 330
TOT_FIRST_RESPONSE_TIME_SECS, 331
TOT_QWAIT_SECS, 331
TOT_RESPONSE_TIME_SECS, 331
TOT_SESS_WITH_MOTIVE_RC_SECS, 332
TOT_SESS_WITH_MOTIVE_SECS, 332
TOT_SESS_WITH_MOTIVE_TM_SECS, 332
TOT_SESSION_SECS, 331
TOT_WRAPUP_SECS, 331
AVG_ANALYSTS_PER_SESSION, 334
AVG_QWAIT_SECS, 334
MAX_QWAIT_SECS, 334
SESSIONS_ABORTED_COUNT, 333
SESSIONS_QUEUED_COUNT, 333
SESSIONS_TRANSFERRED_COUNT, 333
TOT_ANALYSTS_PER_SESSION, 335
TOT_QWAIT_SECS, 334
UNIQUE_CUSTOMER_COUNT, 333
CHAT_QUEUE_KEY, 336
CPE_DEVICE_TYPE_KEY, 336
SESSIONS_ENTERED_COUNT, 336
SESSIONS_TRANSFERRED_IN_COUNT, 336
AVG_ABORT_WAIT_SECS, 339
AVG_ANALYSTS_PER_SESSION, 339
AVG_QUEUE_SIZE, 338
AVG_QWAIT_SECS, 339
CHAT_QUEUE_KEY, 338
MAX_ABORT_WAIT_SECS, 339
MAX_QUEUE_SIZE, 339
MAX_QWAIT_SECS, 339
SESSIONS_ENTERED_COUNT, 338
SESSIONS_TRANSFERRED_IN_COUNT, 338
TOT_ABORT_WAIT_SECS, 340
TOT_ANALYSTS_PER_SESSION, 340
TOT_QUEUE_SIZE, 339
TOT_QWAIT_SECS, 339
CHAT_WORKFLOW
CHAT_WORKFLOW_KEY, 341
WORKFLOW_DESC, 341
WORKFLOW_ID, 341
WORKFLOW_NAME, 341
WORKFLOW_VALUE, 341
CHAT_WORKFLOW_KEY
CHAT_WORKFLOW, 341
391
CHAT_WORKFLOW_STEP
CHAT_WORKFLOW_STEP_KEY, 342
STEP_DESC, 342
STEP_ID, 342
STEP_NAME, 342
STEP_VALUE, 342
ANALYST_KEY, 343
CHAT_WORKFLOW_KEY, 343
CHAT_WORKFLOW_STEP_KEY, 343
CHAT_WORKFLOW_STEP_RUN_KEY, 343
CHAT_WORKFLOW_STEP_STATUS_KEY, 344
CUSTOM_ATTR_1, 345
CUSTOM_ATTR_2, 345
CUSTOM_ATTR_3, 346
CUSTOM_ATTR_4, 346
CUSTOM_ATTR_5, 346
CUSTOMER_KEY, 343
DURATION_SECS, 345
IS_AUTOMATED, 344
IS_FIRST_STEP, 345
IS_LAST_STEP, 345
IS_RUN_OFFLINE, 344
LOCATION_KEY, 343
RUN_DATE_KEY, 344
RUN_TIME_KEY, 344
SESSION_ID, 344
STEP_ACTION, 345
STEP_NUMBER, 345
392
Index
WORKFLOWSTAT_GUID, 344
WORKFLOWSTAT_ID, 344
WORKFLOWSTAT_SESSIONKEY, 344
CHAT_WORKFLOW_STEP_RUN_KEY
CHAT_WORKFLOW_STEP_STATUS_KEY, 347
STATUS_DESC, 347
STATUS_ID, 347
STATUS_NAME, 347
STATUS_VALUE, 347
CHAT_WORKFLOW_STEP_STATUS_KEY
CHAT_WORKSTATE_TYPE
CHAT_WORKSTATE_TYPE_KEY, 348
IS_WORKING, 348
TYPE_ID, 348
WORKSTATE_DESC, 348
WORKSTATE_DISPLAY_NAME, 348
WORKSTATE_NAME, 348
CITY
ANALYST, 144
ANALYST_LOOKUP, 147
CUSTOMER, 164
CLIENT_ALTKEY
CLIENT_ENDPOINT_ID
SELFHELP_SESSION, 251
SELFHELP_WORKFLOW_RUN, 257
CLIENT_TIMESTAMP
SELFHELP_CONTENT_ACCESS, 246
CLIENTDATE
Closed Assisted Service Requests by Company, 136
Closed Assisted Service Requests by Queue, 137
CLOSED_DATE
CHAT_SESSION, 320
CLOSED_DATE_KEY
CHAT_SESSION, 318
CLOSED_TIME_KEY
CHAT_SESSION, 318
CM.CUSTOMER.AUTHPROVIDER, 30, 31, 57, 81, 85
CM.CUSTOMER.CORRELATIONKEY, 86
CM.CUSTOMER.CUSTOMATTR1KEY, 86
CM.CUSTOMER.LOCALEVALUEKEY, 87
CM.CUSTOMER.ORGANIZATIONNAMEKEY, 87
CM.CUSTOMER.TESTDOMAINFILTER, 88
CM.LINE_OF_BUSINESS.DIRECTATTRIBUTE, 88
CM.LOCATION.ATTRIBUTENAME, 88
CM.LOCATION.DIRECTATTRIBUTE, 88
CM.SEGMENTATION.USESUBJECTATTRIBUTESETS, 89
CM.SUBSCRIPTION.ATTRIBUTENAME, 89
CM.SUBSCRIPTION.DIRECTATTRIBUTE, 89
Cognos Data Manager
installing, 33
upgrading to, 55
Cognos Data Manager 8.4
Using with Oracle 11g, 10
Cognos DecisionStream
creating a catalog, 19
creating the catalog user, 19
installing, 17
installing on Solaris, 18
Cognos DescisionStream 7.1
Using with Oracle 10g, 10
COLLECTED_DATE
TELEMETRY_DATA, 228
COLLECTED_DATE_KEY
TELEMETRY_DATA, 227
COLLECTED_TIME_KEY
TELEMETRY_DATA, 227
COMPONENT_NAME
SCHEMA_REVISION, 362
COMPUTER_COUNT
Concurrent Sessions, 131
configuration
post-installation, 72
CONNECTION_REQUEST_URL
CONTENT_ACCESS_COUNT
CONTENT_ACCESS_DATE
CONTENT_DESC
SELFHELP_CONTENT, 244
CONTENT_PATH
CONTENT_TYPE
CONTENT_VALUE
CONTEXT_1
CONTEXT_2
CONTEXT_3
CONTEXT_CREATED_DATE
CONTEXT_DESC
CONTEXT_DISPLAY_NAME
CONTEXT_NAME
converted, 110
CONVERTED_COUNT
CONVERTED_DATE
393
CONVERTED_DATE_KEY
correcting historical data, 76
CORRELATION_ID
ANALYST, 145
CUSTOMER, 166
CORRELATION_TYPE
ANALYST_LOOKUP, 148
COUNTRY
ANALYST, 144
ANALYST_LOOKUP, 147
CUSTOMER, 164
CPE_DEVICE_TYPE
DESCRIPTION, 158
IS_FILE_SERVER_DEVICE, 159
IS_GAME_CONSOLE_DEVICE, 159
IS_MEDIA_SERVER_DEVICE, 159
IS_MODEM_DEVICE, 158
IS_PRINT_SERVER_DEVICE, 159
IS_ROUTER_DEVICE, 159
IS_SECURITY_CAMERA_DEVICE, 159
IS_SET_TOP_BOX_DEVICE, 159
IS_VOIP_DEVICE, 159
IS_WAP_DEVICE, 159
MANUFACTURER, 158
MANUFACTURER_OUI, 158
MODEL_NAME, 158
PRODUCT_CLASS, 158
CPE_DEVICE_TYPE_KEY
CREATED_BY_ANALYST_COUNT
CREATED_DATE
ANALYST_NOTES, 151
CHAT_SESSION, 320
394
Index
CREATED_DATE_KEY
CHAT_SESSION, 317
VOICE_SESSION, 276
CREATED_TIME_KEY
CHAT_SESSION, 317
VOICE_SESSION, 276
CRM_CONTEXT_LOOKUP
CONTEXT_CREATED_DATE, 160
CRM_CONTEXT_LOOKUP_KEY, 160
CRM_TICKET_ID, 160
CUSTOM_ATTR_1, 161
CUSTOM_ATTR_2, 161
CUSTOM_ATTR_3, 161
CUSTOM_ATTR_4, 161
CUSTOM_ATTR_5, 161
CUSTOMER_KEY, 160
CRM_CONTEXT_LOOKUP_KEY
CRM_KEY
CHAT_SESSION, 320
CRM_TICKET_ID
ANALYST_NOTES, 151
TELEMETRY_DATA, 228
VOICE_SESSION, 281
Crystal software
installing and configuring, 40
licenses, 40, 100
overview, 40
CSR Logins, 131
CSR Work States, 132
CUSTOM_ATTR_1
ANALYST, 144
ANALYST_LOOKUP, 148
ANALYST_NOTES, 151
CALENDAR_DATE, 156
CHAT_SESSION, 321
CUSTOMER, 165
LOCATION, 194
SUBSCRIPTION, 223
VOICE_SESSION, 281
CUSTOM_ATTR_2
ANALYST, 145
ANALYST_LOOKUP, 148
ANALYST_NOTES, 152
CALENDAR_DATE, 156
CHAT_SESSION, 321
CUSTOMER, 165
LOCATION, 195
SUBSCRIPTION, 223
VOICE_SESSION, 281
CUSTOM_ATTR_3
ANALYST, 145
ANALYST_LOOKUP, 148
ANALYST_NOTES, 152
CALENDAR_DATE, 156
CHAT_SESSION, 321
CUSTOMER, 165
LOCATION, 195
SUBSCRIPTION, 224
VOICE_SESSION, 281
CUSTOM_ATTR_4
ANALYST, 145
ANALYST_LOOKUP, 148
ANALYST_NOTES, 152
CALENDAR_DATE, 156
CHAT_SESSION, 321
395
CUSTOMER, 165
LOCATION, 195
SUBSCRIPTION, 224
VOICE_SESSION, 281
CUSTOM_ATTR_5
ANALYST, 145
ANALYST_LOOKUP, 148
ANALYST_NOTES, 152
CALENDAR_DATE, 156
CHAT_SESSION, 321
CUSTOMER, 165
LOCATION, 195
SUBSCRIPTION, 224
VOICE_SESSION, 281
CUSTOMER
ACCOUNT_NUMBER, 163
CITY, 164
396
Index
CORRELATION_ID, 166
COUNTRY, 164
CUSTOM_ATTR_1, 165
CUSTOM_ATTR_2, 165
CUSTOM_ATTR_3, 165
CUSTOM_ATTR_4, 165
CUSTOM_ATTR_5, 165
CUSTOMER_KEY, 163
DSL_NUMBER, 163
EMAIL_ADDRESS, 163
EMAIL_USER_NAME, 163
ENDPOINT_COUNT, 166
FIRST_CONTACT_DATE, 164
FULL_NAME, 163
IS_ACTIVE, 165
IS_TEST, 165
LOCALE_VALUE, 164
ORGANIZATION_NAME, 164
PHONE_NUMBER, 163
POSTAL_CODE, 163
STATE_PROVINCE, 164
CUSTOMER_COUNT
CUSTOMER_CPE_DEVICE
ADDITIONAL_HARDWARE_VERSIONS, 168
ADDITIONAL_SOFTWARE_VERSIONS, 169
CONNECTION_REQUEST_URL, 169
CREATED_DATE, 171
CUSTOM_ATTR_1, 171
CUSTOM_ATTR_2, 171
CUSTOM_ATTR_3, 171
CUSTOM_ATTR_4, 171
CUSTOM_ATTR_5, 171
CUSTOMER_CPE_DEVICE_KEY, 167
CUSTOMER_KEY, 167
DEVICE_UUID, 171
ENABLED_OPTIONS, 168
FIRMWARE_VERSION, 168
FIRST_USE_DATE, 169
HARDWARE_VERSION, 167
IS_MANAGED_UPGRADE_ENABLED, 170
IS_PERIODIC_INFORM_ENABLED, 170
IS_TR64_ENABLED, 169
IS_TR69_ENABLED, 169
LAN_INTERFACE_COUNT, 170
MAC_ADDRESS_LAN, 170
MAC_ADDRESS_WAN, 170
MANAGEMENT_SERVER_URL, 169
MANAGEMENT_URL, 169
MANUFACTURER_URL, 169
NETWORK_UUID, 171
PERIODIC_INFORM_INTERVAL, 170
PROVISIONING_CODE, 168
SERIAL_NUMBER, 167
SPEC_VERSION, 168
UDN, 167
UPNPTYPE, 168
WAN_ACCESS_PROVIDER, 170
WAN_ACCESS_TYPE, 170
WAN_INTERFACE_COUNT, 170
CUSTOMER_CPE_DEVICE_KEY
CUSTOMER_ENDPOINT
ACTIVATION_CLIENT_ALTKEY, 173
CLIENT_ALTKEY, 173
CORRELATION_ID, 173
CUSTOMER_KEY, 173
ENDPOINT_CREATED_DATE, 173
IS_ACTIVE, 174
TELEMETRY_DATA, 228
CUSTOMER_ENDPOINT_LOOKUP_KEY, 175
CUSTOMER_KEY, 175
CUSTOMER_ENDPOINT_LOOKUP_KEY
CUSTOMER_KEY
CHAT_SESSION, 317
CUSTOMER, 163
VOICE_SESSION, 276
CUSTOMER_LOOKUP
ACCOUNT_ALTKEY, 176
ACCOUNT_NUMBER, 176
AUTH_PROVIDER_NAME, 176
397
CITY, 177
COUNTRY, 177
CUSTOM_ATTR_1, 178
CUSTOM_ATTR_2, 178
CUSTOM_ATTR_3, 178
CUSTOM_ATTR_4, 178
CUSTOM_ATTR_5, 179
CUSTOMER_KEY, 176
CUSTOMER_LOOKUP_KEY, 176
DSL_NUMBER, 177
EMAIL_ADDRESS, 177
EMAIL_USER_NAME, 177
FULL_NAME, 177
IS_ACTIVE, 178
IS_TEST, 178
LOCALE_VALUE, 178
ORGANIZATION_NAME, 178
PHONE_NUMBER, 177
POSTAL_CODE, 177
STATE_PROVINCE, 177
SUBJECT_CREATED_DATE, 176
SUBJECT_ID, 176
SUBSCRIBER_ACCOUNT_ID, 176
CUSTOMER_LOOKUP_KEY
CUSTOMER_NETWORK
COMPUTER_COUNT, 181
CREATED_DATE, 182
CUSTOM_ATTR_1, 183
CUSTOM_ATTR_2, 183
CUSTOM_ATTR_3, 183
CUSTOM_ATTR_4, 183
CUSTOM_ATTR_5, 183
CUSTOMER_KEY, 180
DEFAULT_NETWORK_NAME, 181
FILE_SHARE_COUNT, 182
GATEWAY_DEVICE_TYPE_KEY, 180
398
Index
GATEWAY_DEVICE_UUID, 183
LOCATION_KEY, 180
MANAGED_COMPUTER_COUNT, 182
MODEM_DEVICE_TYPE_KEY, 181
MODEM_DEVICE_UUID, 183
NETWORK_DEVICE_COUNT, 182
NETWORK_UUID, 183
PRINTER_SHARE_COUNT, 182
SUBJECT_ID, 183
UNKNOWN_HOST_COUNT, 182
UPDATED_DATE, 182
WINDOWS_DOMAIN_NAME, 181
WINDOWS_WORKGROUP_NAME, 181
WIRELESS_LAN_COUNT, 181
ADOPTED_DATE, 350
ADOPTED_DATE_KEY, 349
CONVERTED_DATE, 350
CONVERTED_DATE_KEY, 349
CUSTOMER_KEY, 349
CUSTOMER_PRODUCT_ADOPTION_KEY, 349
ENABLED_DATE, 350
ENABLED_DATE_KEY, 349
IS_ADOPTED, 350
IS_CONVERTED, 350
IS_ENABLED, 350
LAST_USAGE_DATE, 351
LAST_USAGE_DATE_KEY, 349
PRODUCT_KEY, 349
REQUEST_COUNT, 350
USAGE_COUNT, 350
CUSTOMER_PRODUCT_ADOPTION_KEY
CUSTOMER_SEGMENT
CUSTOMER_KEY, 185
CUSTOMER_SEGMENT_KEY, 185
EFFECTIVE_DATE, 185
END_DATE, 185
IS_CURRENT, 185
LOCATION_KEY, 185
CUSTOMER_SEGMENT_KEY
CUSTOMER_SOFTWARE
CUSTOMER_KEY, 186
CUSTOMER_SOFTWARE_KEY, 186
INSTALL_DATE, 186
SOFTWARE_VERSION_KEY, 186
CUSTOMER_SOFTWARE_KEY
CUSTOMER_KEY, 187
CUSTOMER_SUBSCRIPTION_KEY, 187
SUBSCRIPTION_END_DATE, 187
SUBSCRIPTION_KEY, 187
SUBSCRIPTION_START_DATE, 187
CUSTOMER_SUBSCRIPTION_KEY
CUSTOM_ATTR_1, 189
CUSTOM_ATTR_2, 189
CUSTOM_ATTR_3, 189
CUSTOM_ATTR_4, 190
CUSTOM_ATTR_5, 190
CUSTOMER_KEY, 188
CUSTOMER_WIRELESS_LAN_KEY, 188
ENCRYPTION_KEY_SIZE, 188
ENCRYPTION_TYPE, 188
NETWORK_UUID, 189
SUBJECT_ID, 189
WAP_DEVICE_TYPE_KEY, 188
WAP_DEVICE_UUID, 189
WLAN_SSID, 188
WLAN_UUID, 189
CUSTOMER_WIRELESS_LAN_KEY
CUSTOMSTAT_ID
D
dashboard
configuring, 100
Dashboard, 101
Dashboard Adoption, 116
Dashboard Adoption Detail, 116
dashboard reports, 48
Dashboard Summary, 117
dashboard.AudienceSize, 91, 110
DASHBOARD.CheckForRecentShEscalation, 89
DASHBOARD.KEEP4XCOMPATIBILITY, 90
data mart
definition of, 2
Data Mart
installation overview, 8
Data Mart and reporting
benefits of, 2
ANALYST, 143
ANALYST_LOOKUP, 146
ANALYST_NOTES, 151
CALENDAR_DATE, 153
CHAT_QUEUE, 312
CHAT_SESSION, 317
399
CHAT_WORKFLOW, 341
CUSTOMER, 162
DATA_SOURCE, 191
ETL_PARAMETERS, 361
LOCATION, 194
OPERATING_SYSTEM, 205
PRODUCT, 352
SELFHELP_ALERT, 234
400
Index
SELFHELP_WORKFLOW, 255
SELFHELP_WORKFLOW_STATUS, 261
SUBSCRIPTION, 223
TELEMETRY_DATA, 227
TELEMETRY_PATH, 229
TELEMETRY_SOURCE, 230
TELEMETRY_TYPE, 231
TIME_OF_DAY, 232
VOICE_SESSION, 276
VOICE_SESSION_STATUS, 285
VOICE_WORKFLOW, 291
VOICE_WORKFLOW_STEP, 292
data source (see See ODBC data source)
DATA_SOURCE
DB_LINK_NAME, 191
SOURCE_DESC, 191
SOURCE_NAME, 191
DATA_SOURCE_KEY
ANALYST_LOOKUP, 146
ANALYST_NOTES, 151
CHAT_SESSION, 317
DATA_SOURCE, 191
ETL_PARAMETERS, 361
TELEMETRY_DATA, 227
VOICE_SESSION, 276
DATABASE_TIME
TIME_OF_DAY, 232
DATAMART.currentLoadEndDate, 90
datamart.duplicateUUID.count, 90
datamart.duplicateUUID.count.threshold , 90
DATAMART.invalidMaxDate, 91
DATAMART.invalidMinDate, 91
DATAMART.nextLoadBeginDate, 91
DATAMART.systemLogLevel, 91
DAY_DATE
CALENDAR_DATE, 153
DAY_NAME
CALENDAR_DATE, 153
DAY_NUM_IN_MONTH
CALENDAR_DATE, 154
DAY_NUM_IN_WEEK
CALENDAR_DATE, 153
DAY_NUM_IN_YEAR
CALENDAR_DATE, 154
DAY_SHORT_NAME
CALENDAR_DATE, 153
DB_LINK_NAME
DATA_SOURCE, 191
DEFAULT_NETWORK_NAME
deployment diagram, 4
DESCRIPTION
DEVICE_UUID
DIAGNOSTIC_CODE_COUNT
VOICE_SESSION, 280
DISPLAY_KEY
DISPOSITION_CAT_ID
DISPOSITION_DESC
DISPOSITION_DISPLAY_NAME
DISPOSITION_FOLDER_ID
DISPOSITION_NAME
DIVISION
ANALYST, 143
ANALYST_LOOKUP, 147
DM_CREATED_DATE
ANALYST, 145
ANALYST_LOOKUP, 148
ANALYST_NOTES, 152
401
CALENDAR_DATE, 157
CHAT_QUEUE, 313
CHAT_SESSION, 321
CHAT_WORKFLOW, 341
CUSTOMER, 166
ETL_PARAMETERS, 361
LOCATION, 195
402
Index
PRODUCT, 353
SELFHELP_ALERT, 235
SUBSCRIPTION, 224
TELEMETRY_DATA, 228
TELEMETRY_PATH, 229
TELEMETRY_TYPE, 231
TIME_OF_DAY, 233
VOICE_SESSION, 281
VOICE_WORKFLOW, 291
dm_init_run.log, 74
DM_UPDATED_DATE
ANALYST, 145
ANALYST_LOOKUP, 148
ANALYST_NOTES, 152
CALENDAR_DATE, 157
CHAT_QUEUE, 313
CHAT_SESSION, 321
CHAT_WORKFLOW, 341
CUSTOMER, 166
ETL_PARAMETERS, 361
LOCATION, 195
PRODUCT, 353
SELFHELP_ALERT, 235
403
SUBSCRIPTION, 224
TELEMETRY_DATA, 228
TELEMETRY_PATH, 229
TELEMETRY_TYPE, 231
TIME_OF_DAY, 233
VOICE_SESSION, 281
VOICE_WORKFLOW, 291
DONTSHOW_COUNT
DSL_NUMBER
CUSTOMER, 163
Duration of Remote Control Sessions by CSR, 123
DURATION_SECS
E
EFFECTIVE_DATE
eligible, 110
EMAIL_ADDRESS
ANALYST, 143
ANALYST_LOOKUP, 147
CUSTOMER, 163
404
Index
EMAIL_USER_NAME
CUSTOMER, 163
enabled, 110
ENABLED_COUNT
ENABLED_DATE
ENABLED_DATE_KEY
ENABLED_OPTIONS
ENCRYPTION_KEY_SIZE
ENCRYPTION_TYPE
END_DATE
END_DATE_KEY
END_SESSION_EVENT_KEY
END_TIME_KEY
ENDPOINT_COUNT
CUSTOMER, 166
ENDPOINT_CREATED_DATE
ENTER_URL
CHAT_SESSION, 321
ESCALATED_COUNT
ETL, 4, 72
correcting historical data, 76
definition of, 2
rerunning, 76
scheduling, 75
ETL parameters, 82
CM.CUSTOMER.AUTHPROVIDER, 85
dashboard.AudienceSize, 91
oltp.purge.date, 92
oltp.purge.workflowstat, 92
SH.HOURSTOESCALATE, 92, 93
SH.WORKFLOW_STEP_RUN.CUSTOMATTR1KEY, 93
VS.ANALYSTWFLOWSTEPRUN.CUSTOMATTR1KEY, 94
VS.HOURSTOESCALATE, 95
VS.SESSION.CUSTOMATTR1KEY, 95
VS.SESSIONANALYSTACTION.CUSTOMATTR1KEY, 96
VS.WORKFLOWSTEPRUN.CUSTOMATTR1KEY, 97
ETL_PARAMETERS
PARAMETER_NAME, 361
PARAMETER_VALUE, 361
EVENT_DATE
EVENT_DATE_KEY
EVENT_PARAMETER
EVENT_PARAMETER_1
EVENT_PARAMETER_2
EVENT_TIME_KEY
EVTYPE
EXTERNAL_CONTEXT_ID
ANALYST_NOTES, 151
405
TELEMETRY_DATA, 228
VOICE_SESSION, 281
EXTERNAL_REF_ID
CHAT_SESSION, 320
F
Failed Tests, 124
FILE_SHARE_COUNT
FIRMWARE_VERSION
First Session Resolution, 132
FIRST_ANALYST_KEY
VOICE_SESSION, 278
FIRST_ASSIGNED_ANALYST_KEY
CHAT_SESSION, 318
FIRST_ASSIGNED_CHAT_QUEUE_KEY
CHAT_SESSION, 318
FIRST_CONTACT_DATE
CUSTOMER, 164
FIRST_NAME
ANALYST, 143
ANALYST_LOOKUP, 146
FIRST_QUEUE_WAIT_TIME
CHAT_SESSION, 318
FIRST_RESPONSE_DATE
CHAT_SESSION, 320
FIRST_USE_DATE
FIRST_WORKFLOW_STEP_KEY
VOICE_SESSION, 280
FISCAL_YEAR_NUM
CALENDAR_DATE, 156
FISCAL_YEAR_START_DATE
406
Index
CALENDAR_DATE, 156
FIX_LEVEL
FULL_NAME
CUSTOMER, 163
G
GATEWAY_DEVICE_TYPE_KEY
GATEWAY_DEVICE_UUID
GROUP_DESC
GROUP_DISPLAY_NAME
GROUP_NAME
H
HAD_FAILURE
HAD_START_REJECTED
HALF_HOUR_NUM
TIME_OF_DAY, 233
HALF_HOUR_START_TIME
TIME_OF_DAY, 233
HARDWARE_VERSION
HAS_CONTENT_ACCESS_VALUE
VOICE_SESSION, 277
HAS_SESSION_WORKFLOW_VALUE
historical data
correcting, 76
reprocessing, 76
HOLIDAY_NAME
CALENDAR_DATE, 154
HOUR_OF_DAY
TIME_OF_DAY, 232
I
INSERTED
Install Status, 117
Install Status Detail, 117
INSTALL_COUNT
INSTALL_CUSTOMER_COUNT
INSTALL_DATE
INSTALL_SOURCE
INSTALL_STAT_ID
installation
Data Mart, 8
installation overview, 8
IP_ADDRESS
CHAT_SESSION, 321
IS_ABNORMAL
IS_ACTIVE
CHAT_QUEUE, 312
CUSTOMER, 165
IS_ADOPTED
IS_AGENT_TRANSFER
IS_ANALYST_EVENT
IS_ANALYST_TRANSCRIPT
IS_APPLICATION_EVENT
SELFHELP_ALERT, 235
IS_AUTOMATED
IS_BULLETIN
SELFHELP_ALERT, 235
IS_CANCEL
IS_CONVERTED
IS_CURRENT
IS_CUSTOMER_TRANSCRIPT
IS_DELETED
ANALYST, 144
ANALYST_LOOKUP, 148
IS_DONT_SHOW
IS_ENABLED
CHAT_SESSION, 321
VOICE_SESSION, 278
IS_EXPLICIT_LOGOUT
IS_FILE_SERVER_DEVICE
IS_FIRST_SESSION
IS_FIRST_STEP
IS_FIRST_WORKFLOW
IS_FROM_ASSISTANT
IS_GAME_CONSOLE_DEVICE
IS_HIDDEN
CHAT_QUEUE, 312
IS_HOLIDAY
CALENDAR_DATE, 154
IS_INSTALL
IS_LAST_SESSION
IS_LAST_STEP
407
IS_LAST_WORKFLOW
IS_LOGIN
IS_MANAGED_UPGRADE_ENABLED
IS_MEDIA_SERVER_DEVICE
IS_MODEM_DEVICE
IS_ONLINE
IS_OPTIMAL_VALUE
IS_PERIODIC_INFORM_ENABLED
IS_PRINT_SERVER_DEVICE
IS_QUEUE_ENTER
IS_QUEUE_EXIT
IS_ROUTER_DEVICE
IS_RUN_OFFLINE
IS_SECURITY_CAMERA_DEVICE
IS_SET_TOP_BOX_DEVICE
IS_START_REQUESTED
IS_STARTED_SUCCESSFULLY
IS_STOPPED_SUCCESSFULLY
IS_SUCCESSFUL
IS_SUPERVISOR
ANALYST, 144
ANALYST_LOOKUP, 148
IS_TEST
CUSTOMER, 165
408
Index
IS_TR64_ENABLED
IS_TR69_ENABLED
IS_TRANSFERABLE
CHAT_QUEUE, 312
IS_UNINSTALL
IS_VOIP_DEVICE
IS_WAP_DEVICE
IS_WEB_DOWNLOAD
IS_WEEKDAY
CALENDAR_DATE, 154
IS_WORKFLOW_LAUNCH
IS_WORKING
L
LAN_INTERFACE_COUNT
Last Step Details per Subscriber, 124
LAST_ANALYST_KEY
VOICE_SESSION, 278
LAST_ASSIGNED_ANALYST_KEY
CHAT_SESSION, 318
LAST_ASSIGNED_CHAT_QUEUE_KEY
CHAT_SESSION, 318
LAST_NAME
ANALYST, 143
ANALYST_LOOKUP, 146
LAST_SOFTWARE_VERSION_KEY
LAST_USAGE_DATE
LAST_USAGE_DATE_KEY
LAST_WORKFLOW_STEP_KEY
VOICE_SESSION, 280
LINE_OF_BUSINESS
BUSINESS_DESC, 192
BUSINESS_DISPLAY_NAME, 192
BUSINESS_NAME, 192
BUSINESS_VALUE, 192
CUSTOM_ATTR_1, 192
CUSTOM_ATTR_2, 193
CUSTOM_ATTR_3, 193
CUSTOM_ATTR_4, 193
CUSTOM_ATTR_5, 193
PARENT_LINE_OF_BUSINESS_KEY, 192
CHAT_SESSION, 317
VOICE_SESSION, 276
LOCALE_VALUE
CUSTOMER, 164
LOCATION
CUSTOM_ATTR_1, 194
CUSTOM_ATTR_2, 195
CUSTOM_ATTR_3, 195
CUSTOM_ATTR_4, 195
CUSTOM_ATTR_5, 195
LOCATION_DESC, 194
LOCATION_DISPLAY_NAME, 194
LOCATION_KEY, 194
LOCATION_NAME, 194
LOCATION_VALUE, 194
PARENT_LOCATION_KEY, 194
LOCATION_DESC
LOCATION, 194
LOCATION_DISPLAY_NAME
LOCATION, 194
LOCATION_KEY
CHAT_SESSION, 317
LOCATION, 194
VOICE_SESSION, 276
LOCATION_NAME
LOCATION, 194
409
LOCATION_VALUE
LOCATION, 194
LOG_LEVEL
LOG_MESSAGE
LOGGED_IN_TIME_SECS
logging
run_initial_load.sh, 74
LOGIN_DATE
LOGIN_DATE_KEY
LOGIN_TIME_KEY
LOGOUT_DATE
LOGOUT_DATE_KEY
LOGOUT_TIME_KEY
LUNCH_TIME_SECS
M
MAC_ADDRESS_LAN
MAC_ADDRESS_WAN
MAJOR_VERSION
Managed Settings Attribute Summary, 120
Managed Settings Display Group Summary, 120
MANAGED_COMPUTER_COUNT
AVG_COMPUTERS_PER_NETWORK, 197
AVG_DEVICES_PER_NETWORK, 197
AVG_WLANS_PER_NETWORK, 197
LOCATION_KEY, 196
NETWORKS_WITH_FILE_SHARE_COUNT, 197
410
Index
NETWORKS_WITH_PRNT_SHARE_COUNT, 197
NETWORKS_WITH_WLAN_COUNT, 197
TOTAL_NETWORKS_COUNT, 196
UNIQUE_CUSTOMER_COUNT, 196
MANAGED_SETTING
ATTR_DESC, 198
ATTR_NAME, 198
GROUP_DESC, 198
GROUP_DISPLAY_NAME, 198
GROUP_NAME, 198
MANAGED_SETTING_KEY, 198
NAME, 198
SERVICE_CODE_VERSION, 199
VERSION, 199
ACTUAL_VALUE, 201
CREATED_DATE, 201
CRM_TICKET_ID, 201
CUSTOMER_KEY, 200
IS_SUCCESSFUL, 201
LOCATION_KEY, 200
MANAGED_SETTING_CHECK_KEY, 200
TELEMETRY_ID, 200
MANAGED_SETTING_CHECK_KEY
MANAGED_SETTING_KEY
MANAGED_SETTING_REF
DISPLAY_KEY, 202
IS_OPTIMAL_VALUE, 202
MANAGED_SETTING_REF_KEY, 202
REF_VALUE, 202
MANAGED_SETTING_REF_KEY
CUSTOMER_COUNT, 204
LOCATION_KEY, 203
TOTAL_COUNT, 203
TOTAL_FAILED_COUNT, 203
TOTAL_PASSED_COUNT, 203
MANAGEMENT_SERVER_URL
MANAGEMENT_URL
MANUFACTURER
MANUFACTURER_OUI
MANUFACTURER_URL
MAX_ABORT_WAIT_SECS
MAX_ANALYST_TIME_SECS
CHAT_SESSION, 319
MAX_DATE
MAX_FIRST_RESPONSE_TIME_SECS
MAX_IDS
MAX_QUEUE_SIZE
MAX_QWAIT_SECS
MAX_RESPONSE_TIME_SECS
MAX_SESS_WITH_MOTIVE_RC_SECS
MAX_SESS_WITH_MOTIVE_SECS
MAX_SESS_WITH_MOTIVE_TM_SECS
MAX_SESSION_SECS
MAX_WRAPUP_SECS
Migration Report, 118
MIN_DATE
MINOR_VERSION
MINUTE_OF_HOUR
TIME_OF_DAY, 232
MODEL_NAME
MODEM_DEVICE_TYPE_KEY
MODEM_DEVICE_UUID
MONTH_NAME
CALENDAR_DATE, 155
MONTH_NUM_IN_YEAR
CALENDAR_DATE, 155
MONTH_SHORT_NAME
CALENDAR_DATE, 155
MONTH_START_DATE
CALENDAR_DATE, 155
N
NAME
NETWORK_DEVICE_COUNT
NETWORK_UUID
411
NETWORKS_WITH_FILE_SHARE_COUNT
NETWORKS_WITH_PRNT_SHARE_COUNT
NETWORKS_WITH_WLAN_COUNT
NOTES_STAT_ID
ANALYST_NOTES, 151
NOTES_TEXT
ANALYST_NOTES, 152
O
ODBC data source
configuring, 39
OLTP schema, 4
definition of, 2
oltp.purge.date, 92
ONTASK_TIME_SECS
Open Assisted Service Requests by Company, 137
OPERATING_SYSTEM
OS_MAJOR_VERSION, 205
OS_MINOR_VERSION, 205
OS_NAME, 205
OS_SERVICE_PACK, 205
Oracle 10g
Using with Cognos DescisionStream 7.1, 10
Oracle 11g
Using with Cognos Data Manager 8.4, 10
ORGANIZATION
ANALYST, 144
ANALYST_LOOKUP, 147
ORGANIZATION_NAME
CUSTOMER, 164
OS_MAJOR_VERSION
OS_MINOR_VERSION
412
Index
OS_NAME
OS_SERVICE_PACK
overview, 3
P
PACKAGE_NAME
PARAMETER_NAME
ETL_PARAMETERS, 361
PARAMETER_VALUE
ETL_PARAMETERS, 361
parameters
CM.CUSTOMER.AUTHPROVIDER, 85
dashboard.AudienceSize, 91
etl, 82
oltp.purge.date, 92
PARENT_LINE_OF_BUSINESS_KEY
PARENT_LOCATION_KEY
LOCATION, 194
PARENT_QUEUE_KEY
CHAT_QUEUE, 312
PARENT_SUBSCRIPTION_KEY
SUBSCRIPTION, 223
PATH_NAME
TELEMETRY_PATH, 229
PERIODIC_INFORM_INTERVAL
Phone Channel, 118
Phone Channel Detail, 118
Phone Channel reports, 112
PHONE_NUMBER
CUSTOMER, 163
POSTAL_CODE
CUSTOMER, 163
PRINTER_SHARE_COUNT
PRODUCT
PRODUCT_AUDIENCE_SIZE, 353
PRODUCT_BRAND_NAME, 352
PRODUCT_DEPLOY_DATE, 352
PRODUCT_DESC, 352
PRODUCT_KEY, 352
PRODUCT_NAME, 352
PRODUCT_VERSION, 352
SOLUTION_NAME, 352
ADOPTED_COUNT, 354
CONVERTED_COUNT, 354
ENABLED_COUNT, 354
PRODUCT_KEY, 354
PRODUCT_AUDIENCE_SIZE
PRODUCT, 353
PRODUCT_BRAND_NAME
PRODUCT, 352
PRODUCT_CLASS
PRODUCT_DEPLOY_DATE
PRODUCT, 352
PRODUCT_DESC
PRODUCT, 352
PRODUCT_KEY
PRODUCT, 352
PRODUCT_NAME
PRODUCT, 352
413
PRODUCT_KEY, 355
UNIQUE_USER_COUNT, 355
USAGE_COUNT, 355
WEIGHTED_VALUE, 355
PRODUCT_VERSION
PRODUCT, 352
PROVISIONING_CODE
PUBLIC_NAME
ANALYST, 143
ANALYST_LOOKUP, 147
publishing
reports, 8
Q
QUARTER_HOUR_NUM
TIME_OF_DAY, 232
QUARTER_HOUR_START_TIME
TIME_OF_DAY, 232
QUARTER_NAME
CALENDAR_DATE, 155
QUARTER_NUM_IN_YEAR
CALENDAR_DATE, 155
QUARTER_SHORT_NAME
CALENDAR_DATE, 155
QUARTER_START_DATE
CALENDAR_DATE, 155
QUEUE_DESC
CHAT_QUEUE, 312
QUEUE_DISPLAY_NAME
CHAT_QUEUE, 312
QUEUE_ENTRY_COUNT
QUEUE_ID
CHAT_QUEUE, 312
QUEUE_NAME
CHAT_QUEUE, 312
QUEUE_TO_ASSIGN_SECS
QUEUE_WAIT_TIME_SECS
414
Index
R
raw data spreadsheet, 112
RECEIVE_MESSAGE_COUNT
REF_VALUE
reject files, 75
Remote Control Incidents by Date, 138
Remote Control Sessions by Date, 123
Remote Control Sessions by Time, 124
REMOTE_CONTROL_SEQ
ANALYST_KEY, 206
ANALYST_SUBJECT_ID, 209
CRM_TICKET_ID, 209
CUSTOMER_KEY, 206
HAD_FAILURE, 207
HAD_START_REJECTED, 207
IS_START_REQUESTED, 207
IS_STARTED_SUCCESSFULLY, 207
IS_STOPPED_SUCCESSFULLY, 207
LOCATION_KEY, 206
REMOTE_CONTROL_SEQ, 206
REMOTE_CONTROL_SESSION_KEY, 206
REQSTART_TO_START_SECS, 208
REQSTART_TO_STOP_SECS, 208
REQUEST_START_DATE, 207
SESSION_ALTKEY, 209
START_DATE, 208
START_DATE_KEY, 206
START_TO_STOP_SECS, 208
STOP_DATE, 208
REMOTE_CONTROL_SESSION_KEY
SESSIONS_COMPLETE_COUNT, 210
SESSIONS_FAILED_COUNT, 210
REP_ID
reporting
configuring data sources, 39
Reporting Console, 5
configuring, 48
reports
adding to Reporting Console, 103
Assisted Service Request Histories, 133
Assisted Service Request History for Service Request,
133
Assisted Service Request Resolution Time, 133
Assisted Service Request Resolution Time by Status, 134
Assisted Service Requests by Date, 134
Assisted Service Requests by Problem Area, 135
Assisted Service Requests by Status, 135
Assisted Service Score Card, 135
Average Time to Close Assisted Service Requests, 136
Call Deflection, 121
Call Detail Record, 121
Call Flow Tuning, 121
Call Hang Up Report, 122
Call Summary Activity Report, 122
Cancelled Assisted Service Requests by Queue, 136
canned, 48
Closed Assisted Service Requests by Company, 136
Closed Assisted Service Requests by Queue, 137
Concurrent Sessions, 131
CSR Logins, 131
CSR Work States, 132
custom, 102
dashboard, 48
Dashboard Adoption, 116
Dashboard Adoption Detail, 116
Dashboard Summary, 117
Duration of Remote Control Sessions by CSR, 123
exporting, 105
Failed Tests, 124
First Session Resolution, 132
Install Status, 117
Install Status Detail, 117
Last Step Details per Subscriber, 124
localizing, 103
Managed Settings Attribute Summary, 120
Managed Settings Display Group Summary, 120
Migration Report, 118
Open Assisted Service Requests by Company, 137
Phone Channel, 118
Phone Channel Detail, 118
publishing, 8, 48
Remote Control Incidents by Date, 138
Remote Control Sessions by Date, 123
Remote Control Sessions by Time, 124
Self-Service Channel, 119
Self-Service Channel Detail, 119
Self-Service Content Usage by Subscriber, 129
Self-Service Session Report, 125
Service Alert Summary, 125
Service Level by Incident Report, 138
Service Requests Escalated from Voice Incident, 138
Session Report, 139
Stale Content Report, 129
System Statistics, 139
Top Ten Content Pages, 130
Top Ten Maps, 130
Top Ten Static Content Pages, 130
Workflow Usage Summary, 126
REPRESENTATIVE_ID
reprocessing historical data, 76
REQSTART_TO_START_SECS
REQSTART_TO_STOP_SECS
REQUEST_COUNT
REQUEST_START_DATE
RESOLVED_IN_FLOW_COUNT
REVERSE_ACCOUNT_ID
415
ANALYST, 145
RUN_DATE
RUN_DATE_KEY
run_dmmaster.sh, 72
configuring, 72
RUN_DURATION_SECS
RUN_END_DATE
run_initial_load.sh, 73, 357
RUN_RESULT
RUN_START_DATE
RUN_STATUS
RUN_TIME_KEY
RUN_TIME_SECS
S
SCHEMA_REVISION
COMPONENT_NAME, 362
FIX_LEVEL, 362
MAJOR_VERSION, 362
MINOR_VERSION, 362
PACKAGE_NAME, 362
Self Service reports, 112
Self-Service Channel, 119
Self-Service Channel Detail, 119
Self-Service Content Usage by Subscriber, 129
Self-Service Session Report, 125
SELFHELP_ALERT
ALERT_DESC, 235
ALERT_DISPLAY_NAME, 234
416
Index
ALERT_ID, 234
ALERT_TITLE, 234
ALERT_TYPE, 234
ALERT_VALUE, 235
IS_APPLICATION_EVENT, 235
IS_BULLETIN, 235
SELFHELP_ALERT_KEY, 234
ACTION_DESC, 236
ACTION_NAME, 236
IS_CANCEL, 236
IS_DONT_SHOW, 237
IS_WORKFLOW_LAUNCH, 236
SELFHELP_ALERT_ACTION_KEY, 236
CONTEXT_DESC, 238
CONTEXT_DISPLAY_NAME, 238
CONTEXT_NAME, 238
SELFHELP_ALERT_CONTEXT_KEY, 238
ALERT_DATE, 240
ALERT_DATE_KEY, 240
ALERT_EVENT_GUID, 240
ALERT_ID, 240
ALERT_TIME_KEY, 240
CUSTOM_ATTR_1, 240
CUSTOM_ATTR_2, 240
CUSTOM_ATTR_3, 241
CUSTOM_ATTR_4, 241
CUSTOM_ATTR_5, 241
CUSTOMER_KEY, 240
LOCATION_KEY, 239
SELFHELP_ALERT_ACTION_KEY, 239
SELFHELP_ALERT_EVENT_KEY, 239
SELFHELP_ALERT_EVENT_KEY
SELFHELP_ALERT_KEY
SELFHELP_ALERT, 234
ALERT_COUNT, 242
CANCELLED_COUNT, 243
CUSTOMER_COUNT, 242
DONTSHOW_COUNT, 243
LOCATION_KEY, 243
WORKFLOW_LAUNCHED_COUNT, 242
SELFHELP_CONTENT
CONTENT_DESC, 244
CONTENT_PATH, 244
CONTENT_TYPE, 244
CONTENT_VALUE, 244
SELFHELP_CONTENT_KEY, 244
SELFHELP_CONTENT_PATH_ID, 244
CONTENT_ACCESS_DATE, 246
IS_FROM_ASSISTANT, 246
LOCATION_KEY, 245
SELFHELP_CONTENT_ACCESS_KEY, 245
SELFHELP_SESSION_CONTENT_ID, 246
USER_COMMENTS, 246
SELFHELP_CONTENT_ACCESS_KEY
CONTENT_ACCESS_COUNT, 247
LOCATION_KEY, 247
SELFHELP_CONTENT_PATH_ID
SELFHELP_CUSTOMSTAT
ACTION, 249
CLIENTDATE, 249
CUSTOM_ATTR_1, 249
CUSTOM_ATTR_2, 249
CUSTOM_ATTR_3, 249
CUSTOM_ATTR_4, 249
CUSTOM_ATTR_5, 249
CUSTOMER_KEY, 248
CUSTOMSTAT_ID, 248
INSERTED, 249
LOCATION_KEY, 248
SELFHELP_CUSTOMSTAT_KEY, 248
SESSION_KEY, 249
417
STAT_DATE_KEY, 248
STAT_TIME_KEY, 248
SELFHELP_CUSTOMSTAT_KEY
SELFHELP_SESSION
CRM_TICKET_ID, 252
CUSTOM_ATTR_1, 252
CUSTOM_ATTR_2, 252
CUSTOM_ATTR_3, 252
CUSTOM_ATTR_4, 253
CUSTOM_ATTR_5, 253
CUSTOMER_KEY, 251
END_DATE, 252
END_DATE_KEY, 250
END_TIME_KEY, 250
HAS_CONTENT_ACCESS_VALUE, 251
HAS_RECENT_ESCALATION, 251
HAS_SESSION_WORKFLOW_VALUE, 251
LOCATION_KEY, 250
START_DATE, 251
START_DATE_KEY, 250
START_TIME_KEY, 250
WAS_ESCALATED, 251
WORKFLOW_RUN_COUNT, 252
SELFHELP_SESSION_CONTENT_ID
418
Index
CUSTOMER_COUNT, 254
ESCALATED_COUNT, 254
LOCATION_KEY, 254
SESSION_COUNT, 254
VALUED_WORKFLOW_SESSION_COUNT, 254
SELFHELP_WF_STEP_KEY
SELFHELP_WF_STEP_STATUS_KEY
SELFHELP_WORKFLOW
WORKFLOW_DESC, 255
WORKFLOW_NAME, 255
WORKFLOW_VALUE, 255
CUSTOMER_KEY, 256
DURATION_SECS, 258
IS_FIRST_WORKFLOW, 257
IS_LAST_WORKFLOW, 257
LOCATION_KEY, 256
SELFHELP_WORKFLOW_RUN_KEY, 256
WAS_ELECTRONIC_ESCALATION, 258
WAS_PHONE_ESCALATION, 258
WORKFLOW_END_DATE_KEY, 257
WORKFLOW_END_TIME_KEY, 257
WORKFLOW_KEY, 256
WORKFLOW_RUN_GUID, 257
WORKFLOW_RUN_ID, 257
WORKFLOW_RUN_NUMBER, 258
WORKFLOW_START_DATE_KEY, 256
WORKFLOW_START_TIME_KEY, 257
WORKFLOW_STATUS_KEY, 256
CUSTOMER_COUNT, 260
LOCATION_KEY, 260
WORKFLOW_RUN_COUNT, 260
SELFHELP_WORKFLOW_STATUS_KEY, 261
STATUS_DESC, 261
STATUS_NAME, 261
STATUS_VALUE, 261
SELFHELP_WORKFLOW_STATUS_KEY
SELFHELP_WF_STEP_KEY, 262
STEP_DESC, 262
STEP_NAME, 262
STEP_VALUE, 262
CUSTOM_ATTR_1, 265
CUSTOM_ATTR_2, 265
CUSTOM_ATTR_3, 265
CUSTOM_ATTR_4, 266
CUSTOM_ATTR_5, 266
DURATION_SECS, 264
IS_AUTOMATED, 264
IS_FIRST_STEP, 265
IS_LAST_STEP, 265
IS_RUN_OFFLINE, 264
RUN_DATE_KEY, 263
RUN_TIME_KEY, 263
SELFHELP_WORKFLOW_RUN_KEY, 263
SELFHELP_WORKFLOW_STEP_RUN_KEY, 263
STEP_ACTION, 265
STEP_NUMBER, 264
WORKFLOW_KEY, 263
WORKFLOW_STEP_KEY, 263
WORKFLOW_STEP_RUN_GUID, 264
WORKFLOW_STEP_RUN_ID, 264
WORKFLOW_STEP_STATUS_KEY, 263
SELFHELP_WORKFLOW_STEP_RUN_KEY
SELFHELP_WF_STEP_STATUS_KEY, 267
STATUS_DESC, 267
STATUS_NAME, 267
STATUS_VALUE, 267
STEP_STATUS_DISPLAY_NAME, 267
SEND_MESSAGE_COUNT
SERIAL_NUMBER
Service Alert Summary, 125
Service Level by Incident Report, 138
service metrics, 110
dashboard, 100
raw data spreadsheet, 112
Service Metrics Dashboard, 101
Service Requests Escalated from Voice Incident, 138
SERVICE_CODE_VERSION
419
SERVICE_LEVEL_TARGET_KEY, 213
TARGET_DESC, 213
TARGET_NAME, 213
TARGET_VALUE, 213
SERVICE_LEVEL_TARGET_KEY
AVG_ANALYST_PER_SESSION, 216
AVG_ASSIGN_TIME_SECS, 215
AVG_FIRST_RESPONSE_TIME_SECS, 215
AVG_RESOLUTION_TIME_SECS, 216
AVG_RESPONSE_TIME_SECS, 215
AVG_SESSION_TIME_SECS, 216
AVG_SESSIONS_PER_ANALYST, 216
SESSIONS_ABANDONED_COUNT, 214
SESSIONS_CLOSED_COUNT, 214
SESSIONS_HANDLED_COUNT, 214
SESSIONS_OPENED_COUNT, 214
TOT_ASSIGN_TIME_SECS, 216
TOT_FIRST_RESPONSE_TIME_SECS, 217
TOT_RESOLUTION_TIME_SECS, 217
TOT_RESPONSE_TIME_SECS, 217
TOT_SESSION_ANALYSTS, 217
TOT_SESSION_TIME_SECS, 217
Session Report, 139
SESSION_ALTKEY
SESSION_CLOSED_DATE
VOICE_SESSION, 277
SESSION_COUNT
SESSION_CREATED_DATE
VOICE_SESSION, 277
SESSION_DURATION
CHAT_SESSION, 318
420
Index
SESSION_DURATION_SECS
SESSION_END_DATE
SESSION_END_DATE_KEY
SESSION_END_TIME_KEY
SESSION_ID
CHAT_SESSION, 320
SESSION_KEY
SESSION_NOTES
CHAT_SESSION, 321
SESSION_NUM
SESSION_START_DATE
SESSION_START_DATE_KEY
SESSION_START_TIME_KEY
SESSIONS_ABANDONED_COUNT
SESSIONS_ACCEPTED_COUNT
SESSIONS_CLOSED_COUNT
SESSIONS_COMPLETE_COUNT
SESSIONS_FAILED_COUNT
SESSIONS_HANDLED_COUNT
SESSIONS_OPENED_COUNT
SESSIONS_QUEUED_COUNT
SESSIONS_REFUSED_COUNT
SESSIONS_REQUESTED_COUNT
SESSIONS_SUSPENDED_COUNT
SESSIONS_TRANSFERRED_IN_COUNT
SOFTWARE_DISPLAY_NAME
CUSTOMER_KEY, 219
EVENT_DATE, 220
EVENT_DATE_KEY, 219
EVENT_TIME_KEY, 219
INSTALL_STAT_ID, 219
IS_INSTALL, 220
IS_SUCCESSFUL, 220
IS_UNINSTALL, 220
LAST_SOFTWARE_VERSION_KEY, 219
SOFTWARE_INSTALL_EVENT_KEY, 219
SOFTWARE_INSTALL_EVENT_KEY
INSTALL_COUNT, 221
INSTALL_CUSTOMER_COUNT, 221
UNINSTALL_COUNT, 221
UNINSTALL_CUSTOMER_COUNT, 221
SOFTWARE_NAME
SOFTWARE_TYPE
SOFTWARE_VERSION
INSTALL_SOURCE, 222
IS_WEB_DOWNLOAD, 222
SOFTWARE_DISPLAY_NAME, 222
SOFTWARE_NAME, 222
SOFTWARE_TYPE, 222
SOLUTION_CONTEXT
421
SOLUTION_NAME
PRODUCT, 352
SOURCE_DESC
DATA_SOURCE, 191
SOURCE_NAME
DATA_SOURCE, 191
SPEC_VERSION
SRC_DB_TIMESTAMP
Stale Content Report, 129
standard reports, 48
START_DATE
START_DATE_KEY
START_TIME_KEY
START_TO_STOP_SECS
STARTED_DATE
CHAT_SESSION, 320
STARTED_DATE_KEY
CHAT_SESSION, 317
STARTED_TIME_KEY
CHAT_SESSION, 318
STAT_DATE_KEY
STAT_TIME_KEY
STATE
ANALYST, 144
ANALYST_LOOKUP, 147
STATE_PROVINCE
422
Index
CUSTOMER, 164
STATUS_DESC
STATUS_DISPLAY_NAME
STATUS_ID
STATUS_NAME
STATUS_VALUE
STEP_ACTION
STEP_ACTION_TYPE
STEP_DESC
STEP_DISPLAY_NAME
STEP_ID
STEP_NAME
STEP_NUMBER
STEP_RUN_GUID
STEP_STATUS_DISPLAY_NAME
STEP_VALUE
STOP_DATE
ANALYST_LOOKUP, 148
SUBJECT_ID
ANALYST_LOOKUP, 146
SUBJECT_TEXT
CHAT_SESSION, 321
SUBSCRIBER_ACCOUNT_ID
CHAT_SESSION, 317
TELEMETRY_DATA, 228
VOICE_SESSION, 276
SUBSCRIPTION
CUSTOM_ATTR_1, 223
CUSTOM_ATTR_2, 223
CUSTOM_ATTR_3, 224
CUSTOM_ATTR_4, 224
CUSTOM_ATTR_5, 224
PARENT_SUBSCRIPTION_KEY, 223
SUBSCRIPTION_DESC, 223
SUBSCRIPTION_DISPLAY_NAME, 223
SUBSCRIPTION_KEY, 223
SUBSCRIPTION_NAME, 223
SUBSCRIPTION_VALUE, 223
SUBSCRIPTION_DESC
SUBSCRIPTION, 223
SUBSCRIPTION_DISPLAY_NAME
SUBSCRIPTION, 223
SUBSCRIPTION_END_DATE
SUBSCRIPTION_KEY
SUBSCRIPTION, 223
SUBSCRIPTION_NAME
SUBSCRIPTION, 223
SUBSCRIPTION_START_DATE
SUBSCRIPTION_VALUE
SUBSCRIPTION, 223
SUPERVISOR_ANALYST_KEY
ANALYST, 144
ANALYST_NOTES, 151
423
TELEMETRY_DATA, 228
ANALYST_NOTES, 151
TELEMETRY_DATA, 228
System Statistics, 139
SYSTEM_EVENT_LOG
COMPONENT_NAME, 225
CONTEXT_1, 225
CONTEXT_2, 225
CONTEXT_3, 226
LOG_LEVEL, 225
LOG_MESSAGE, 226
SYSTEM_EVENT_LOG_KEY, 225
SYSTEM_EVENT_LOG_KEY
T
TARGET_DESC
TARGET_NAME
TARGET_VALUE
TELEMETRY_DATA
COLLECTED_DATE, 228
COLLECTED_DATE_KEY, 227
COLLECTED_TIME_KEY, 227
CRM_TICKET_ID, 228
TELEMETRY_DATA_KEY, 227
424
Index
TELEMETRY_ID, 227
TELEMETRY_PATH_KEY, 227
TELEMETRY_SOURCE_KEY, 227
TELEMETRY_TYPE_KEY, 227
VALUE, 228
TELEMETRY_DATA_KEY
TELEMETRY_DATA, 227
TELEMETRY_ID
TELEMETRY_DATA, 227
TELEMETRY_PATH
PATH_NAME, 229
TELEMETRY_PATH_KEY, 229
TELEMETRY_PATH_KEY
TELEMETRY_DATA, 227
TELEMETRY_PATH, 229
TELEMETRY_PROVIDER_NAME
TELEMETRY_SOURCE
SOURCE_NAME, 230
TELEMETRY_SOURCE_KEY, 230
TELEMETRY_DATA, 227
TELEMETRY_TYPE
TELEMETRY_TYPE_KEY, 231
TYPE_NAME, 231
TELEMETRY_TYPE_KEY
TELEMETRY_DATA, 227
TELEMETRY_TYPE, 231
TIME_OF_DAY
AM_PM_VALUE, 232
DATABASE_TIME, 232
HALF_HOUR_NUM, 233
HALF_HOUR_START_TIME, 233
HOUR_OF_DAY, 232
MINUTE_OF_HOUR, 232
QUARTER_HOUR_NUM, 232
QUARTER_HOUR_START_TIME, 232
TIME_OF_DAY_KEY, 232
TIME_OF_DAY_KEY
TIME_OF_DAY, 232
TITLE
ANALYST, 143
ANALYST_LOOKUP, 147
Top Ten Content Pages, 130
Top Ten Maps, 130
Top Ten Static Content Pages, 130
TOT_ABORT_WAIT_SECS
TOT_ASSIGN_TIME_SECS
TOT_QUEUE_SIZE
TOT_QWAIT_SECS
TOT_RESOLUTION_TIME_SECS
TOT_SESSION_ANALYSTS
TOT_SESSION_SECS
TOT_SESSION_TIME_SECS
TOT_WRAPUP_SECS
TOTAL_COUNT
TOTAL_FAILED_COUNT
TOTAL_NETWORKS_COUNT
TOTAL_PASSED_COUNT
CHAT_SESSION, 319
TRANSCRIPT_DATE
TRANSCRIPT_DATE_KEY
TRANSCRIPT_MESSAGE
TRANSCRIPT_TIME_KEY
TRANSFER_ANALYST_KEY
TRANSFER_CHAT_QUEUE_KEY
TRANSFER_NUMBER
VOICE_SESSION, 280
TYPE_DESC
TYPE_DISPLAY_NAME
TYPE_ID
425
TYPE_NAME
TELEMETRY_TYPE, 231
U
UDN
UNDEFINED
in dimension tables, 142
UNINSTALL_COUNT
UNINSTALL_CUSTOMER_COUNT
UNIQUE_USER_COUNT
UNKNOWN
in dimension tables, 142
UNKNOWN_HOST_COUNT
UPDATED_DATE
upgrade
Data Mart, 8
UPNPTYPE
USAGE_COUNT
USER_COMMENTS
V
VALUE
TELEMETRY_DATA, 228
VALUED_WORKFLOW_SESSION_COUNT
VERSION
ACTION_DESC, 268
ACTION_ID, 268
426
Index
ACTION_NAME, 268
ACTION_TYPE, 268
VOICE_ANALYST_ACTION_KEY, 268
VOICE_ANALYST_ACTION_KEY
STATUS_DESC, 269
STATUS_NAME, 269
VOICE_ANALYST_STEP_STATUS_KEY, 269
VOICE_ANALYST_STEP_STATUS_KEY
VOICE_ANALYST_WF_STEP_RUN_KEY
ANALYST_ID, 271
ANALYST_KEY, 271
CUSTOM_ATTR_1, 273
CUSTOM_ATTR_2, 273
CUSTOM_ATTR_3, 273
CUSTOM_ATTR_4, 273
CUSTOM_ATTR_5, 273
CUSTOMER_KEY, 271
DURATION_SECS, 272
IS_FIRST_STEP, 272
IS_LAST_STEP, 272
LOCATION_KEY, 270
RUN_DATE_KEY, 270
RUN_TIME_KEY, 271
STEP_ACTION, 272
STEP_NUMBER, 272
VOICE_ANALYST_STEP_STATUS_KEY, 270
VOICE_ANALYST_WF_STEP_RUN_KEY, 270
VOICE_ANALYST_WFLOW_STEP_KEY, 270
VOICE_ANALYST_WORKFLOW_KEY, 270
WORKFLOW_STEP_RUN_GUID, 271
WORKFLOW_STEP_RUN_ID, 271
SOLUTION_NAME, 274
VOICE_ANALYST_WORKFLOW_KEY, 274
WORKFLOW_DESC, 274
WORKFLOW_NAME, 274
STEP_DESC, 275
STEP_NAME, 275
VOICE_ANALYST_WFLOW_STEP_KEY, 275
VOICE_SESS_ANALYST_ACTION_KEY
VOICE_SESSION
ANALYST_COUNT, 279
ANALYST_END_DATE, 278
ANALYST_START_DATE, 279
ANALYST_WORKFLOW_RUN_COUNT, 279
CALLER_ANI, 280
CALLER_DNIS, 281
CRM_TICKET_ID, 281
CUSTOM_ATTR_1, 281
CUSTOM_ATTR_2, 281
CUSTOM_ATTR_3, 281
CUSTOM_ATTR_4, 281
CUSTOM_ATTR_5, 281
CUSTOMER_KEY, 276
DIAGNOSTIC_CODE_COUNT, 280
FIRST_ANALYST_KEY, 278
FIRST_WORKFLOW_STEP_KEY, 280
HAS_RECENT_ESCALATION, 277
LAST_ANALYST_KEY, 278
LAST_WORKFLOW_STEP_KEY, 280
LOCATION_KEY, 276
SESSION_CLOSED_DATE, 277
SESSION_CREATED_DATE, 277
TRANSFER_NUMBER, 280
VOICE_SESSION_STATUS_KEY, 280
VOICE_SUBSYSTEM_COUNT, 280
WAS_CALL_DISCONNECTED, 277
WAS_CALL_ZERO_OUT, 277
WAS_CREATED_BY_ANALYST, 278
WAS_CREATED_BY_SERVER, 278
WAS_DIAGCODE_CHECKED, 278
WAS_ESCALATED, 277
WAS_REMOTE_CONTROL_USED, 278
WAS_RESOLVED_IN_WORKFLOW, 279
WORKFLOW_STEP_COUNT, 280
WORKFLOW_TIME_SECS, 279
ACTION_DATE, 283
ACTION_DATE_KEY, 282
ACTION_TIME_KEY, 283
ANALYST_KEY, 282
ASSISTED_STAT_ID, 283
CUSTOM_ATTR_1, 283
CUSTOM_ATTR_2, 283
CUSTOM_ATTR_3, 283
CUSTOM_ATTR_4, 283
CUSTOM_ATTR_5, 283
CUSTOMER_KEY, 282
427
LOCATION_KEY, 282
SESSION_ID, 283
VOICE_ANALYST_ACTION_KEY, 282
VOICE_SESS_ANALYST_ACTION_KEY, 282
VOICE_SESSION_KEY
VOICE_SESSION, 276
STATUS_NAME, 285
VOICE_SESSION_STATUS_KEY, 285
VOICE_SESSION_STATUS_KEY
VOICE_SESSION, 280
ANALYST_REMOTE_CTL_USE_COUNT, 287
AVG_WORKFLOW_SESSION_TIME, 287
AVG_WORKFLOW_STEPS_COUNT, 287
CALL_DISCONNECTED_COUNT, 287
CALL_ZERO_OUT_COUNT, 287
CREATED_BY_ANALYST_COUNT, 287
CUSTOMER_COUNT, 286
DIAGNOSTIC_CODE_CHECK_COUNT, 286
ESCALATED_TO_ANALYST_COUNT, 286
RESOLVED_IN_FLOW_COUNT, 286
SESSION_COUNT, 286
WORKFLOW_SESSION_TIME, 287
WORKFLOW_STEPS_COUNT, 287
VOICE_STATS_BY_DATE
ANALYST_REMOTE_CTL_USE_COUNT, 289
AVG_SESSION_STEPS_COUNT, 290
AVG_SESSION_TIME, 290
428
Index
CALL_DISCONNECTED_COUNT, 290
CALL_OPTIMIZED_COUNT, 290
CALL_ZERO_OUT_COUNT, 290
CUSTOMER_COUNT, 289
DIAGNOSTIC_CODE_CHECK_COUNT, 289
ESCALATED_TO_ANALYST_COUNT, 289
SESSION_COUNT, 289
VOICE_SUBSYSTEM_COUNT
VOICE_SESSION, 280
VOICE_WORKFLOW
WORKFLOW_DESC, 291
WORKFLOW_NAME, 291
WORKFLOW_VALUE, 291
VOICE_WORKFLOW_KEY
VOICE_WORKFLOW, 291
VOICE_WORKFLOW_STEP
STEP_DESC, 292
STEP_NAME, 292
STEP_VALUE, 292
VOICE_WORKFLOW_STEP_KEY, 292
CALLER_ANI, 295
CALLER_DNIS, 295
CUSTOM_ATTR_1, 296
CUSTOM_ATTR_2, 296
CUSTOM_ATTR_3, 296
CUSTOM_ATTR_4, 296
CUSTOM_ATTR_5, 296
CUSTOMER_KEY, 294
IS_FIRST_STEP, 295
IS_LAST_STEP, 295
LOCATION_KEY, 293
RUN_DATE, 294
RUN_DATE_KEY, 294
RUN_RESULT, 294
RUN_TIME_KEY, 294
RUN_TIME_SECS, 295
STEP_ACTION, 294
STEP_ACTION_TYPE, 294
STEP_NUMBER, 295
STEP_RUN_GUID, 295
TELEMETRY_PROVIDER_NAME, 295
VOICE_WORKFLOW_STEP_KEY, 293
VOICE_WORKFLOW_STEP_RUN_KEY, 293
VOICE_WORKFLOWSTAT_ID, 294
VOICE_WORKFLOW_STEP_RUN_KEY
STATUS_DESC, 297
STATUS_NAME, 297
STATUS_VALUE, 297
VOICE_WORKFLOW_STEP_STATUS_KEY
VOICE_WORKFLOWSTAT_ID
W
WAN_ACCESS_PROVIDER
WAN_ACCESS_TYPE
WAN_INTERFACE_COUNT
WAP_DEVICE_TYPE_KEY
WAP_DEVICE_UUID
WAS_ABORTED
CHAT_SESSION, 319
WAS_ANALYST_WORKFLOW_USED
WAS_ASSIGNED
CHAT_SESSION, 319
WAS_CALL_DISCONNECTED
VOICE_SESSION, 277
WAS_CALL_ZERO_OUT
VOICE_SESSION, 277
WAS_COMPLETED
CHAT_SESSION, 319
WAS_CREATED_BY_ANALYST
VOICE_SESSION, 278
WAS_CREATED_BY_SERVER
VOICE_SESSION, 278
WAS_DIAGCODE_CHECKED
VOICE_SESSION, 278
WAS_ELECTRONIC_ESCALATION
429
WAS_ENDED_BY_ANALYST
CHAT_SESSION, 320
WAS_ENDED_BY_CUSTOMER
CHAT_SESSION, 320
WAS_ESCALATED
VOICE_SESSION, 277
WAS_MOTIVE_REMOTE_CTL_USED
CHAT_SESSION, 319
CHAT_SESSION, 320
WAS_MOTIVE_USED
CHAT_SESSION, 319
WAS_PHONE_ESCALATION
WAS_REMOTE_CONTROL_USED
VOICE_SESSION, 278
WAS_RESOLVED_IN_WORKFLOW
VOICE_SESSION, 279
WAS_SUPERVISOR_FORCED_CLOSED
CHAT_SESSION, 319
WAS_SUSPENDED
CHAT_SESSION, 319
WAS_TRANSFERRED_TO_OTHER_AGENT
CHAT_SESSION, 319
WAS_TRANSFERRED_TO_OTHER_QUEUE
CHAT_SESSION, 319
WAS_WITHIN_SERVICE_LEVEL
CHAT_SESSION, 319
WEEK_NAME
CALENDAR_DATE, 154
WEEK_NUM_IN_YEAR
CALENDAR_DATE, 154
WEEK_SHORT_NAME
CALENDAR_DATE, 154
WEEK_START_DATE
CALENDAR_DATE, 154
WEIGHTED_VALUE
WINDOWS_DOMAIN_NAME
430
Index
WINDOWS_WORKGROUP_NAME
WIRELESS_LAN_COUNT
WLAN_SSID
WLAN_UUID
WORK_TIME_SECS
Workflow Usage Summary, 126
WORKFLOW_DESC
CHAT_WORKFLOW, 341
VOICE_WORKFLOW, 291
CHAT_WORKFLOW, 341
VOICE_WORKFLOW, 291
WORKFLOW_END_DATE
VOICE_SESSION, 279
WORKFLOW_END_DATE_KEY
WORKFLOW_END_TIME_KEY
WORKFLOW_ID
CHAT_WORKFLOW, 341
WORKFLOW_KEY
WORKFLOW_LAUNCHED_COUNT
WORKFLOW_NAME
CHAT_WORKFLOW, 341
VOICE_WORKFLOW, 291
WORKFLOW_RUN_COUNT
WORKFLOW_RUN_GUID
WORKFLOW_RUN_ID
WORKFLOW_RUN_NUMBER
WORKFLOW_SESSION_TIME
WORKFLOW_START_DATE
VOICE_SESSION, 279
WORKFLOW_START_DATE_KEY
WORKFLOW_START_TIME_KEY
WORKFLOW_STATUS_KEY
WORKFLOW_STEP_COUNT
VOICE_SESSION, 280
WORKFLOW_STEP_KEY
WORKFLOW_STEP_STATUS_KEY
WORKFLOW_STEPS_COUNT
WORKFLOW_TIME_SECS
VOICE_SESSION, 279
WORKFLOW_VALUE
CHAT_WORKFLOW, 341
VOICE_WORKFLOW, 291
WORKFLOW_VERSION
CHAT_WORKFLOW, 341
WORKFLOWSTAT_GUID
WORKFLOWSTAT_ID
WORKFLOWSTAT_SESSIONKEY
WORKFLOWSTATUS (OLTP), 261
worksheet
Data Mart database, 14
publishing reports, 39
Support OLTP database, 14
WORKSTATE_DESC
WORKSTATE_DISPLAY_NAME
WORKSTATE_NAME
WRAP_UP_TIME_SECS
CHAT_SESSION, 319
Y
YEAR_NUM
CALENDAR_DATE, 156
YEAR_START_DATE
CALENDAR_DATE, 156
431
432
Index

Data Mart and Reporting Guide - Alcatel

Transcription

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