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  • 1.  how is preview time calculated

    Posted 12-08-2016 22:10
    HI,

    in the aggregate tables of the infomart 

    AG2_AGENT_CAMPAIGN_SHDR.A_CA_PREVIEW_TIME_AVG

    How is this field calculated in the infomart ETL. We would like to see Preview_Time at an interaction level.

    thanks
    Channa


  • 2.  RE: how is preview time calculated

    Posted 12-14-2016 19:36
    preview_time is calculated in the following manner:

    SUM(CASE WHEN dm.DIALING_MODE_CODE IN ('PREVIEW', 'PUSH_PREVIEW') AND COALESCE (irf.IRF_ANCHOR, 1) = 1
    THEN COALESCE (itf.START_TS, caf.END_TS) - caf.START_TS ELSE 0 END) AS PREVIEW_TIME
     
    “DM” = DIALING_MODE
    “IRF” = INTERACTION_RESOURCE_FACT
    “ITF” = INTERACTION_FACT
    “CAF” = CONTACT_ATTEMPT_FACT