5.3.1

New Dataset Common_InteractionUsageTypeList:
- Parameters:
  - @DW_DBName
- Fields:
  - InteractionUsageTypeName
New Dataset Common_ClientsList_DW:
- Parameters:
  - @DW_DBName
- Fields:
  - ClientName
New Dataset Common_InboundCampaignsList_DW:
- Parameters:
  - @DW_DBName
- Fields:
  - InboundCampaignName
New Dataset Common_ProductsList_DW:
- Parameters:
  - @DW_DBName
- Fields:
  - ProductName
New Dataset Common_ProductTypesList_DW:
- Parameters:
  - @DW_DBName
- Fields:
  - ProductTypeName
Dataset DimCRMContacts, new fields:
- Text01
- Text02
- Text03
- Text04
- Text05
- Text06
- Text07
- Text08
- Text09
- Text10
- Text11
- Text12
- Text13
- Text14
- Text15
- Text16
- Text17
- Text18
- Text19
- Text20
- Text21
- Text22
- Text23
- Text24
- Text25
- Text26
- Text27
- Text28
- Text29
- Text30
- Number01
- Number02
- Number03
- Number04
- Number05
- Number06
- Boolean01
- Boolean02
- Boolean03
- Boolean04
- Date01
- Date02
- Date03
- Date04
- Time01
- Time02
- Time03
- Time04
Dataset Common_CampaignNameList, new fields:
- Id
Dataset Common_CampaignNameList_DW, new fields:
- Id
1.02 Agent Detailed Alert:
- CSV Export, changes:
  - No2 → No
  - StartTime2 → StartTime
  - EndTime2 → EndTime
  - Duration2 → Duration
  - Severity2 → Severity
  - Value2 → Value
  - AgentName2 → AgentName
  - CounterTypeName2 → CounterTypeName
2.01 Detailed Agent Interactions Report:
- Dataset Report_DetailedAgentInteractions, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_DetailedAgentInteractions, new fields:
  - RoutingClientName
  - RoutingInboundCampaignName
  - RoutingProductName
  - RoutingProductType
- CSV Export, changes:
  - Agent_Name → AgentName
  - Textbox135 → irrelevant, removed
  - Textbox19 → irrelevant, removed
  - Sequence_Interaction → InteractionID
  - StartTime_Interaction → StartTime
  - EndTime_Interaction → EndTime
  - MediaType1 → MediaType
  - Interaction_Type → InteractionType
  - FirstName → CRMFirstName
  - LastName → CRMLastName
  - Origin_Interaction → Origin
  - Destination_Interaction → Destination
  - BP → BusinessProcess
  - Demand1 → Demand
  - EndingStatus → InteractionResult
  - Textbox58 → Remarks
  - Disposition_Code → Disposition
  - Call_Time → Duration
  - AgentHandlingTime_Interaction → AgentHandlingTime
  - HoldTime_Interaction → HoldTime
  - WrapUpTime_Interaction → WrapUpTime
  - External_Number_Time → ExternalNumberTime
  - External_Transfer_DID → ExternalTransferDID
  - ClientName → new field
  - InboundCampaignName → new field
  - ProductName → new field
  - ProductType → new field
2.04 Agent Interaction Summary:
- CSV Export, new fields:
  - Callback
  - Voice
  - Chat
  - Email
New Report 3.05 Conversations Report:
- Dataset Report_Conversations, parameters:
  - @DW_DBName
  - @StartTime
  - @EndTime
  - @Offset
  - @Agents
  - @MediaType
  - @BusinessProcessName
  - @DispositionCode
  - @Demands
  - @InteractionResult
  - @TimeZone
  - @OriginDestination
  - @OriginallyOriginatedBy
- Dataset Report_Conversations, fields:
  - InteractionID
  - InteractionMediaName
  - GroupField
  - StartTime
  - EndTime
  - TotalMessages
  - Origin
  - Destination
  - Result
  - AgentHandlingTime
  - Subject
  - MessageTime
  - OriginDetailed
  - DestinationDetailed
  - MessageText
  - Seq
- CSV Export, fields:
  - GroupField
  - InteractionD
  - MediaType
  - StartTime
  - EndTime
  - Duration
  - TotalMessages
  - Origin
  - Destination
  - Result
  - AgentHandlingTime
  - Sequence
  - DateTime
  - OriginatorDetailed
  - DestinationDetailed
  - Subject
  - Text
4.01 Detailed Business Entity Report:
- Dataset Report_DetailedBusinessEntity, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_DetailedBusinessEntity, new fields:
  - RoutingClientName
  - RoutingInboundCampaignName
  - RoutingProductName
  - RoutingProductType
- Dataset Report_DetailedBusinessEntity_SubDs, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_DetailedBusinessEntity_SubDs, new fields:
  - RoutingClientName
  - RoutingInboundCampaignName
  - RoutingProductName
  - RoutingProductType
- CSV Export, new fields:
  - ClientName → new field
  - InboundCampaignName → new field
  - ProductName → new field
  - ProductType → new field
4.02 Destination Trace Report:
- Dataset Report_DestinationTrace, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_DestinationTrace, new fields:
  - RoutingClientName
  - RoutingInboundCampaignName
  - RoutingProductName
  - RoutingProductType
- CSV Export, new fields:
  - ClientName → new field
  - InboundCampaignName → new field
  - ProductName → new field
  - ProductType → new field

4.03 Interaction Disposition Code Report:
- Dataset Report_InteractionDispositionCodes, change:
  - Parameter: @CampaignName
    - Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
    - Current state: list of campaign ids divided by a delimiter, like: |12|54|
4.04 Voice Billing Report:
- Datasets Report_VoiceBilling, Report_VoiceBilling_SubDs, new parameters (optional):
  - @DWDBName
4.06 Incoming Calls By Area Code:
- Datasets Report_IncomingCallsByAreaCode_ByAreaCode, Report_IncomingCallsByAreaCode_ByAreaCodeGroupByDestination, Report_IncomingCallsByAreaCode_ByState, Report_IncomingCallsByAreaCode_ByStateGroupByDestination, new parameters (optional):
  - @DW_DBName
4.07 Voice Billing Report by Business Process:
- Datasets Report_VoiceBillingByBusinessProcess, Report_VoiceBillingByBusinessProcess_SubDs, new parameters (optional):
  - @DWDBName
4.08 Voice Billing Report by Business Process - No Abandoned Calls:
- Datasets Report_VoiceBillingByBusinessProcessNoAbandonedCalls, Report_VoiceBillingByBusinessProcessNoAbandonedCalls_SubDs, new parameters (optional):
  - @DW_DBName
4.09 Voice Billing Report - summary only:
- Dataset Report_VoiceBillingSummaryOnly, new parameters (optional):
  - @DW_DBName
4.10 Inbound Interactions Distribution Report:
- Dataset Report_InboundInteractionsDistribution, new parameters (optional):
  - @DWDBName
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
4.11 Interactions Analysis Report:
- Dataset Report_InteractionsAnalysis, new parameters (optional):
  - @DWDBName
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
4.13 Disposition Codes Distribution Report:
- Dataset Report_DispositionCodesDistribution, new parameters (optional):
  - @DWDBName
- Dataset Report_DispositionCodesDistribution, change:
  - Parameter: @CampaignName
    - Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
    - Current state: list of campaign ids divided by a delimiter, like: |12|54|
4.14 Demand Interval Distribution Report:
- Dataset Report_DemandIntervalDistribution, change:
  - Parameter: @CampaignName
    - Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
    - Current state: list of campaign ids divided by a delimiter, like: |12|54|
5.02 Business Process Interaction Performance:
- Dataset Report_BusinessProcessInteractionPerformance, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_BusinessProcessInteractionPerformance_SubDs, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
6.01 Completed Callback Interaction Report:
- Dataset Report_CompletedCampaignInteraction, change:
  - Parameter: @Campaign
    - Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
    - Current state: list of campaign ids divided by a delimiter, like: |12|54|
6.02 Campaign Time Frame Specific Statistics Report:
- Datasets Report_CampaignTimeFrameSpecificStatistics, Report_CampaignTimeFrameSpecificStatistics_SubDs, change:
  - Parameter: @CampaignName
    - Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
    - Current state: list of campaign ids divided by a delimiter, like: |12|54|
6.03 Campaign Inspection Report:
- Datasets Report_CampaignInspection, Report_CampaignInspection_SubDs, change:
  - Parameter: @CampaignName
    - Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
    - Current state: list of campaign ids divided by a delimiter, like: |12|54|
6.04 Completed Callback Interaction Report:
- Dataset Report_CompletedCallbackInteraction, new fields:
  - HandlerName
7.01 Customer Experience Report:
- Dataset Report_CustomerExperience, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_CustomerExperience_Total, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
7.03 Contact Center Performance Report:
- Dataset Report_ContactCenterPerformance, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_ContactCenterPerformance_Total, new parameters (optional):
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
New Report 7.04 Abandoned Interaction Report:
- Dataset Report_AbandonedInteraction, parameters:
  - @DW_DBName
  - @StartTime
  - @EndTime
  - @Offset
  - @BusinessProcessName
  - @MediaName
  - @DisplayOptions
  - @EmptyRows
  - @AbandonThreshold1
  - @TimeZone
  - @AbandonThreshold2
  - @AbandonThreshold3
  - @AbandonThreshold4
  - @AbandonThreshold5
- Dataset Report_AbandonedInteraction, fields:
  - ChannelType
  - TimeSliceID
  - Inbound
  - ServiceLevel
  - Time
  - Abandoned
  - CallsAbandonedThreshold1
  - PrctCallsAbandonedThreshold1
  - CallsAbandonedThreshold2
  - Answered
  - PrctCallsAbandonedThreshold2
  - CallsAbandonedThreshold3
  - PrctCallsAbandonedThreshold3
  - CallsAbandonedThreshold4
  - PrctCallsAbandonedThreshold4
  - CallsAbandonedThreshold5
  - PrctCallsAbandonedThreshold5
  - AvgAbandonTime
  - BusinessProcessID
  - BusinessProcessName
  - tDate
  - tDateGr
  - SortGr
  - WeekGr
- CSV Export:
  - ChannelType
  - BPName
  - Date
  - Time
  - InboundCount
  - CallsAnswered
  - ServiceLevel
  - CallsAbandoned
  - AvgAbandonTime
  - CallsAbandonedThreshold1
  - PrctCallsAbandonedThreshold1
  - CallsAbandonedThreshold2
  - PrctCallsAbandonedThreshold2
  - CallsAbandonedThreshold3
  - PrctCallsAbandonedThreshold3
  - CallsAbandonedThreshold4
  - PrctCallsAbandonedThreshold4
  - CallsAbandonedThreshold5
  - PrctCallsAbandonedThreshold5
New Report 7.05 Contact Center Performance Report by Demand
- Dataset Report_ContactCenterPerformanceByDemands, parameters:
  - @DW_DBName
  - @StartTime
  - @EndTime
  - @Offset
  - @BusinessProcessName
  - @MediaName
  - @DisplayOptions
  - @SLGoal
  - @Demands
  - @EmptyRows
  - @TimeZone
- Dataset Report_ContactCenterPerformanceByDemands, fields:
  - ChannelType
  - TimeSliceID
  - Inbound
  - ServiceLevel
  - AnsweredWithinSL
  - Time
  - Requested
  - Received
  - Transferred
  - Abandoned
  - AvgSpeedAnswer
  - Disconnected
  - Answered
  - Overflowed
  - Missed
  - Queued
  - AnswerRate
  - TalkTime
  - MaxDelay
  - WrapUpTime
  - Completed
  - StaffedAgents
  - Rescheduled
  - Handled
  - Backlog
  - AvgAgentResponse
  - AvgAbandonTime
  - ProcentInterval
  - BusinessProcessID
  - BusinessProcessName
  - BPCount
  - OutBound
  - tDate
  - AvgHoldTime
  - AHT
  - TalkTimePrct
  - HoldPrct
  - WrapUpPrct
  - AgentOutExternalCalls
  - AbandonmentRate
  - TransferredAgent
  - TransferredAgentPrct
  - WeekGr
  - SortGr
  - tDateGr
  - RequestedNonQueued
  - Demand
- CSV Export, fields:
  - Demand
  - ChannelType
  - BPName
  - Date
  - Time
  - InboundCount
  - CallsAnswered
  - AnswerRate
  - CallsAbandoned
  - AbandonmentRate
  - AvgAbandonTime
  - OverflowedCount
  - EmailsRescheduled
  - VoicemailsReceived
  - Backlog
  - AnsweredWithinSL
  - ServiceLevel
  - PercentInterval
  - AvgSpeedAnswer
  - AvgTalkTime
  - AvgHoldTime
  - AvgWrapUpTime
  - AvgHandleTime
  - TalkTimePrct
  - HoldPrct
  - WrapUpPrct
  - CallbacksRequested
  - CallbacksRequestedNonQueued
  - CallbacksCompleted
  - MissedCount
  - TransferredAgent
  - TransferredAgentPrct
  - LongestWait
  - OutboundCount
  - StaffedAgents
Admin. Customers Comparative Report was renamed to Admin. Organization Volume by Day Report (not for customer use):
- Dataset Report_AdminOrganizationVolumebyDay, parameters:
  - @StartDate
  - @EndDate
  - @Offset
- Dataset Report_AdminOrganizationVolumebyDay, fields:
  - Customer
  - Duration
  - Date
  - create_date
  - Calls

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New Dataset Common_InteractionUsageTypeList:

New Dataset Common_ClientsList_DW:

New Dataset Common_InboundCampaignsList_DW:

New Dataset Common_ProductsList_DW:

New Dataset Common_ProductTypesList_DW:

Dataset DimCRMContacts, new fields:

Dataset Common_CampaignNameList, new fields:

Dataset Common_CampaignNameList_DW, new fields:

1.02 Agent Detailed Alert:

2.01 Detailed Agent Interactions Report:

2.04 Agent Interaction Summary:

New Report 3.05 Conversations Report:

4.01 Detailed Business Entity Report:

4.02 Destination Trace Report:

4.03 Interaction Disposition Code Report:

4.04 Voice Billing Report:

4.06 Incoming Calls By Area Code:

4.07 Voice Billing Report by Business Process:

4.08 Voice Billing Report by Business Process - No Abandoned Calls:

4.09 Voice Billing Report - summary only:

4.10 Inbound Interactions Distribution Report:

4.11 Interactions Analysis Report:

4.13 Disposition Codes Distribution Report:

4.14 Demand Interval Distribution Report:

5.02 Business Process Interaction Performance:

6.01 Completed Callback Interaction Report:

6.02 Campaign Time Frame Specific Statistics Report:

6.03 Campaign Inspection Report:

6.04 Completed Callback Interaction Report:

7.01 Customer Experience Report:

7.03 Contact Center Performance Report:

New Report 7.04 Abandoned Interaction Report:

New Report 7.05 Contact Center Performance Report by Demand

Admin. Customers Comparative Report was renamed to Admin. Organization Volume by Day Report (not for customer use):