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Appendix C: Optimizer Column Definitions

Appendix C: Optimizer Column Definitions

For the most part, Optimizer table and column names are self-describing. For example, the IO_VolumeForecastStats table contains volume forecast data and the IO_SchedulingUnit.StartDayOfWeek column specifies the start day of the week for the scheduling unit. We use bit mask values for some enumerated types. These values are documented in the following table.

Note

This information on column definitions is not an attempt to document the structure and content of the Interaction Optimizer tables. It is intended as a guide to interpreting some of the information in Interaction Optimizer reports. The organization of Interaction Optimizer data might change in future releases or the Interaction Optimizer database might be entirely replaced in future releases.

Table Column Name Description

IO_Activity

AttendanceReqType

Attendance requirement types

  • 0 - Unspecified
  • 1 - Required
  • 2 - Optional
  • 3 - Ignore

IO_DayClassification

IO_DailyConstraints

DayType

ActiveDays

Day types

  • 0 - None
  • 1 - Sunday
  • 2 - Monday
  • 4 - Tuesday
  • 8 - Wednesday
  • 16 - Thursday
  • 32 - Friday
  • 64 - Saturday
  • 128 - Sunday optional
  • 256 - Monday optional
  • 512 - Tuesday optional
  • 1024 - Wednesday optional
  • 2048 - Thursday optional
  • 4096 - Friday optional
  • 8192- Saturday optional

IO_RTAException

ExceptionType

RTA exception type

  • 0 - Unknown
  • 1 - None
  • 2 - Early
  • 3 - Late
  • 4 - Unscheduled
  • 5 - Loggedout
  • 6 - Skipped

IO_RTAException

Excused

RTA excused types

  • 0 - Not excused
  • 1 - Excused

IO_HeadcountForecast

GenerationMethod

Headcount forecast generation method types

  • 0 - None
  • 1 - ErlangC
  • 2 - ACDSim
  • 3 - Import

IO_HeadcountForecastStats

IO_UtilizationSettings

IO_VolumeForecastStats

InteractionType

Interaction types

  • -1 - Sim†
  • 0 - None
  • 1 - Calls
  • 2 - Chats
  • 4 - Emails
  • 8 - Callbacks
  • 16 - GenericObjects
  • 32 - InstantQuestions
  • 64 - SMS
  • 128 - WebCollaborations

† Used to differentiate simulation data.

IO_ForecastScheduleEntry

IO_VolumeForecast

IO_HeadcountForecast

ProcessCompletionLevel

Process completion level types

  • 0 - None
  • 1 - ACDDataReview
  • 2 - DaySelection
  • 4 - VolumeForecast
  • 8 - HeadcountForecast
  • 16 - Schedule

IO_TimeOffRequest

RequestState

Time off request state types

  • 3 - Pending
  • 5 - Approved
  • 7 - Denied
  • 11 - Submitted†
  • 13 - Canceled

† Value was “9” in 2.4 SU 30 and earlier.

IO_TimeOffRequest

RequestType

Time off request types

  • 3 - FullDay
  • 5- PartialDay

IO_DayClassification

SpecialDayType

Special day types

  • 0 - Undefined
  • 1 - Holiday
  • 2 - Other
  • 3 - FirstOFMonth
  • 4 - FirstOfQuarter
  • 5 - FirstOfYear
  • 6 - EndOfMonth
  • 7 - EndOfQuarter
  • 8 - EndOfYear