NN44480-110 Nortel Enterprise Reporting Quality Monitoring Meta-Model Guide Product release 6.5 and 7.0 Standard 01.03 November 2009
Nortel Enterprise Reporting Quality Monitoring Meta-Model Guide Publication number: NN44480-110 Product release: 6.5 and 7.0 Document release: Standard 01.03 Date: November 2009 Copyright 2008-2009 Nortel Networks. All Rights Reserved. While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners.
Contents Getting Started 7 About this guide............................................................... 8 How to get help............................................................... 9 Introduction to Cognos Query Studio 11 Query Studio................................................................. 12 Quality Monitoring Meta-Model 15 Query Subject Entities......................................................... 16 Topic Entities................................................................ 42 The ETL Command 55 Using the ETL Command....................................................... 56 Process Logging.............................................................. 59 Index 61 Quality Monitoring Meta-Model Guide v
Contents Standard 01.03 vi Nortel Enterprise Reporting
Chapter 1 Getting Started In this chapter About this guide 8 How to get help 9 Quality Monitoring Meta-Model Guide 7
Getting Started Standard 01.03 About this guide Nortel Enterprise Reporting Quality Monitoring Meta-Model Guide provides an overview of the Cognos reporting components and an introduction to Ad Hoc reporting concepts. It describes the Nortel Quality Monitoring Meta-Model that is used to create Ad Hoc reports. Intended audience This guide is designed to be used by: Nortel and Business Partner professional services staff responsible for planning and setting up systems. Customers IT staff responsible for system maintenance. 8 Nortel Enterprise Reporting
November 2009 Getting Started How to get help This section explains how to get help for Nortel products and services. Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for the latest updates to the Nortel Contact Recording and Quality Monitoring documentation, go to http://www.nortel.com/documentation and navigate to the Contact Recording suite. Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can: download software and related tools download technical documents, release notes, and product bulletins sign up for automatic notification of new software and documentation search the Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the Web site below to obtain the phone number for your region: http://www.nortel.com/callus Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: http://www.nortel.com/erc Quality Monitoring Meta-Model Guide 9
Getting Started Standard 01.03 Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller. 10 Nortel Enterprise Reporting
Chapter 2 Introduction to Cognos Query Studio In this chapter Query Studio 12 Quality Monitoring Meta-Model Guide 11
Introduction to Cognos Query Studio Standard 01.03 Query Studio Query Studio is the ad hoc reporting tool for ReportNet, the Web-based reporting solution. In Query Studio, you can: View data - Connect to a data source to view data in a tree hierarchy. Expand the Query Subjects to see query item details. Create reports - Use the data source to create reports, which you can save and reuse. You can also use an existing report to create a new report. Change the appearance of reports - Improve the layout of your report. For example, you can create a chart, add a title, or reorder columns for easy comparison. Work with data in a report - Use filters, summaries, and calculations to compare and analyze data. To use Query Studio effectively, you should be familiar with web browsers, as well as your organization's business and its data. You may also need to be familiar with other components of ReportNet. For details, see the Nortel Enterprise Reporting Quality Monitoring Installation Guide. 12 Nortel Enterprise Reporting
November 2009 Introduction to Cognos Query Studio The following shows the Nortel Enterprise Reporting Quality Monitoring Meta-Model as it appears in Query Studio: Quality Monitoring Meta-Model Guide 13
Introduction to Cognos Query Studio Standard 01.03 14 Nortel Enterprise Reporting
Chapter 3 Quality Monitoring Meta-Model In this chapter Query Subject Entities 16 Topic Entities 42 Quality Monitoring Meta-Model Guide 15
Quality Monitoring Meta-Model Standard 01.03 Query Subject Entities This section lists and describes all Query Subjects that are part of the Nortel Enterprise Reporting Cognos model. A Query Subject is a grouping of entities that can be used to filter the information that is contained on a report. These Query Subjects have been organized so that the main entities are found at the root level of the Query Subject and other pertinent entities are contained in subfolders. Each entity includes the following information: Entity Name Entity Type Data Type Description Agents Query Subject The Agents Query Subject describes agents and entities that are related to the agent. In the Nortel Enterprise Reporting application, an agent is defined as a person who either has a recorded contact or an evaluation associated with him/her. 16 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Main Entities Main Agent Entities First Name Attribute String The first name of the agent. Middle Name Attribute String The middle name of the agent. Last Name Attribute String The last name of the agent. Full Name (First Last) Attribute String The full name of the agent formatted as First Name Last Name. ex: Bob Smith Full Name (Last, First) Attribute String The full name of the agent formatted as Last Name, First Name. ex: Smith, Bob External ID Attribute String The external id as it has been defined in the Quality Monitoring Selective Recording system. Active Status Attribute String The status of the agent. (active, inactive) Role Name Attribute String The Quality Monitoring Selective Recording role name for the agent. Balance Login Name Attribute String The Quality Monitoring Selective Recording login name for the agent. Extension Attribute String The Quality Monitoring Selective Recording primary extension for the agent. Effective Start Date Attribute Datetime The date at which the agent was placed under his/her current supervisor. Effective End Date Attribute Datetime The date at which the agent last reported to his/her previous supervisor Subfolder Entities User-Defined Fields Subfolder User-Defined Fields Subfolder Entities Character Field 1 Attribute String The Quality Monitoring Selective Recording Character 1 User Field of the agent. Quality Monitoring Meta-Model Guide 17
Quality Monitoring Meta-Model Standard 01.03 User-Defined Fields Subfolder Entities Character Field 2 Attribute String The Quality Monitoring Selective Recording Character 2 User Field of the agent. Character Field 3 Attribute String The Quality Monitoring Selective Recording Character 3 User Field of the agent. Character Field 4 Attribute String The Quality Monitoring Selective Recording Character 4 User Field of the agent. Character Field 5 Attribute String The Quality Monitoring Selective Recording Character 5 User Field of the agent. Character Field 6 Attribute String The Quality Monitoring Selective Recording Character 6 User Field of the agent. Character Field 7 Attribute String The Quality Monitoring Selective Recording Character 7 User Field of the agent. Character Field 8 Attribute String The Quality Monitoring Selective Recording Character 8 User Field of the agent. Character Field 9 Attribute String The Quality Monitoring Selective Recording Character 9 User Field of the agent. Character Field 10 Attribute String The Quality Monitoring Selective Recording Character 10 User Field of the agent. Date Field 1 Attribute Datetime The Quality Monitoring Selective Recording Date 1 User Field of the agent. Date Field 2 Attribute Datetime The Quality Monitoring Selective Recording Date 2 User Field of the agent. Date Field 3 Attribute Datetime The Quality Monitoring Selective Recording Date 3 User Field of the agent. 18 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model User-Defined Fields Subfolder Entities Date Field 4 Attribute Datetime The Quality Monitoring Selective Recording Date 4 User Field of the agent. Date Field 5 Attribute Datetime The Quality Monitoring Selective Recording Date 5 User Field of the agent. Supervisors Subfolder Supervisor Subfolder Entities Supervisor First Name Attribute String The first name of the supervisor for the agent. Supervisor Middle Name Attribute String The middle name of the supervisor for the agent. Supervisor Last Name Attribute String The last name of the supervisor for the agent. Supervisor Full Name (First Last) Supervisor Full Name (Last, First) Immediate Supervisor First Name Immediate Supervisor Middle Name Immediate Supervisor Last Name Immediate Supervisor Full Name (First Last) Immediate Supervisor Full Name (Last, First) Attribute String The full name of the supervisor for the agent formatted as First Name Last Name. ex: Bob Smith Attribute String The full name of the supervisor for the agent formatted as Last Name, First Name. ex: Smith, Bob Attribute String The first name of the immediate supervisor for the agent. Attribute String The middle name of the immediate supervisor for the agent. Attribute String The last name of the immediate supervisor for the agent. Attribute String The full name of the immediate supervisor for the agent formatted as First Name Last Name. ex: Bob Smith Attribute String The full name of the immediate supervisor for the agent formatted as Last Name, First Name. ex: Smith, Bob Quality Monitoring Meta-Model Guide 19
Quality Monitoring Meta-Model Standard 01.03 Note: It is important to understand the difference between a supervisor and an immediate supervisor. A supervisor is any person within the organization hierarchy that can see the agent as a subordinate. An immediate supervisor is the one person that the agent reports to in the organization hierarchy. Groups Subfolder Groups Subfolder Entities Entity Name Entity Type Data Type Description Group Name Attribute String The name of the group. Security Level Attribute String The permissions that have been set on the group. (Administrator, Shared Member, or Member) Is Group Member Attribute String The indicator of whether the agent is a member of the group or not. (T or F) Contact Flags Subfolder Contact Flags subfolder Entities First Agent Flag Attribute String The indicator of whether the agent was the first agent on a specific contact. (T or F) Keys Subfolder Keys Subfolder Entities Site Id Attribute Numeric The identifier of the site that the agent belongs to. Agent Id Attribute Numeric The identifier of the agent. Agent Master Id Attribute Numeric The master identifier of the agent. This identifier links all instances of the agent in the system. Immediate Supervisor Id Attribute Numeric The identifier of the agents immediate supervisor. Immediate Supervisor Master Id Attribute Numeric The master identifier of the agents immediate supervisor. This identifier links all instances of the immediate supervisor in the system. 20 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Keys Subfolder Entities Supervisor Id Attribute Numeric The identifier of the agents supervisor. Supervisor Master Id Attribute Numeric The master identifier of the agents supervisor. This identifier links all instances of the immediate supervisor in the system. Group Id Attribute Numeric The identifier of the group. Contact Id Attribute Numeric The identifier of the contact. All People Query Subject The All People Query Subject describes all people entities. It allows the end user to implement logic when the roles assigned to a person are necessary pieces of information. Quality Monitoring Meta-Model Guide 21
Quality Monitoring Meta-Model Standard 01.03 Main Entities Main All People Entities Person First Name Attribute String The first name of the person. Person Middle Name Attribute String The middle name of the person. Person Last Name Attribute String The last name of the person. Person Full Name (First Last) Person Full Name (Last, First) Attribute String The full name of the person formatted as First Name Last Name. ex: Bob Smith Attribute String The full name of the person formatted as Last Name, First Name. ex: Smith, Bob External ID Attribute String The external id as it has been defined in the Nortel Quality Monitoring Selective Recording system. Active Status Attribute String The status of the person. (active, inactive) Role Name Attribute String The Quality Monitoring Selective Recording role name for the person. Balance Login Name Attribute String The Quality Monitoring Selective Recording login name for the person. Extension Attribute String The Quality Monitoring Selective Recording primary extension for the person. Subfolder Entities Role Flags Subfolder Role Flags Subfolder Entities Is Reviewer Attribute String The indicator of whether the person has reviewed a contact or not. (T or F) Is Evaluated Attribute String The indicator of whether the person has had an evaluation performed on him or her or not. (T or F) 22 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Role Flags Subfolder Entities Is Evaluator Attribute String The indicator of whether the person has performed an evaluation or not. (T or F). Is Supervisor Attribute String The indicator of whether the person is a Quality Monitoring Selective Recording supervisor or not. (T or F) Is Agent Attribute String The indicator of whether the person is a Quality Monitoring Selective Recording agent or not. (T or F) Keys Subfolder Keys Subfolder Entities Site Id Attribute Numeric The identifier of the site that the person belongs to. Person Id Attribute Numeric The identifier of the person. Person Master Id Attribute Numeric The master identifier of the person. This identifier links all instances of the person in the system. Quality Monitoring Meta-Model Guide 23
Quality Monitoring Meta-Model Standard 01.03 Main Entities Main Business Rules Entities Business Rule Folder Name Business Rule Folder Name Attribute String The name of the business rule folder that the business rule resides in. Attribute String The name of the business rule. Business Rule Status Attribute String The status of the business rule in the Quality Monitoring Selective Recording application. (Active, Deleted) Business Rule Type Attribute String The type of the business rule. ('Event- Based Rule', 'Scheduled-Based Rule', 'Template Rule', 'Custom Rule') Subfolder Entities Keys Subfolder Keys Subfolder Entities Business Rule Id Attribute Numeric The identifier of the business rule. Site Id Attribute Numeric The identifier of the site. Contact Id Attribute Numeric The identifier of the contact that was recorded by the business rule. Contact Date Query Subject The Contact Date Query Subject describes the contact date entities. These entitles are related to the date at which the contact was captured and all the functions that surround that date. The month, week of year, day of year, etc. are all part of this Query Subject. Using this information, the end user can easily group contacts into set time periods (example: months or quarters). 24 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Main Entities Main Contact Data Entities Date Attribute Datetime The date the contact was recorded. An example of the data in this field is: Jan 12, 2008 12:00:00 AM Year Attribute Numeric The year part of the contact date. Quarter Attribute String The quarter that the contact date falls in. An example of the data in this field is: Q1-2008. Month Number Attribute Numeric The month number of the contact. (1-12) Month Name Attribute String The full name of the contact month (January, February, March, April, May, June, July, August, September, October, November, December) Month Sorting Attribute String The combination of the Month Number and Month Name fields. An example of the data in this field is: 1-January Week of Year Attribute Numeric The week of the year of the contact. (1-52) Day Name Attribute String The name of the day the contact. (Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday) Day of Year Attribute Numeric The day of the year of the contact. (1-366) Day of Month Attribute Numeric The day of the month of the contact. (1-31) Day of Week Attribute Numeric The day of the week of the contact. (1-7: Sunday is day 1) Subfolder Entities None Quality Monitoring Meta-Model Guide 25
Quality Monitoring Meta-Model Standard 01.03 Contact Flags Query Subject The Contact Flags Query Subject describes the contact flags entities, which describe different aspects of the contacts and their status from the Nortel Quality Monitoring application. The Query Subject includes data showing whether or not the contact has been reviewed, been archived, or been associated with an evaluation. Main Entities Main Contact Flags Entities Has Been Reviewed Attribute String The indicator of whether the contact has been reviewed or not. (T or F) Has Evaluations Attribute String The indicator of whether the contact has had evaluations performed against it or not. (T or F) Has Online Audio Attribute String The indicator of whether the contact has online audio or not. (T or F) Has Archived Audio Attribute String The indicator of whether the audio for the contact has been archived or not. (T or F) Has Online Video Attribute String The indicator of whether the contact has online video or not. (T or F) Has Archived Video Attribute String The indicator of whether the video for the contact has been archived or not. (T or F) Was Blocked Attribute String The indicator of whether the contact has been reviewed or not. (T or F) Subfolder Entities Keys Subfolder Keys Subfolder Entities Contact Flag Id Attribute Numeric The identifier of the contact flag. 26 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Contact Folders Query Subject The Contact Folders Query Subject describes the contact folder entities, which contain the contacts and all the pertinent information about each contact folder. Included in this Query Subject are the security settings for the folder and the paths that would be included as part of that security. Main Entities Main Contact Folders Entities Contact Folder Name Attribute String The name of the contact folder. Contact Folder Description Attribute String The description of the contact folder. Contact Folder Type Attribute Numeric The type of the contact folder. (1='Recycle', 2='Unassigned', 3='Business Rule', 4='AIM', 5='Live Monitor') Creation Datetime Attribute Datetime The date and time the contact folder was created. Purge Days Attribute Numeric The number of days that contacts remain in the contact folder before being purged. Owner Attribute String The person who created the contact folder. This field is in the format Last Name, First Name. ex: Smith, Bob Offline Content Type Attribute Numeric The content type that is stored when contact are archived. (0=None, 1=Audio Only, 2=Video Only, 3=Audio and Video) Content Number of Elapsed Days Maximum Number of Unreviewed Contacts Attribute Numeric The number of days that the contact folder has been having contacts written to it. Attribute Numeric The total number of contacts that can be stored in the contact folder without being purged. Absolute Folder Path Attribute String The full path of the contact folder with no security being accounted for. Quality Monitoring Meta-Model Guide 27
Quality Monitoring Meta-Model Standard 01.03 Subfolder Entities Contacts Subfolder Contacts Subfolder Entities Contact Is Visible Attribute String The indicator of whether the contact in the folder is visible to a specific user or group (T or F) Groups Subfolder Groups Subfolder Entities Group Name Attribute String The name of the group. Group Security Level Attribute String The level of security that has been granted to the group on the contact folder. (Administrate, Modify, Read) Group Contact Folder Relative Path Attribute String The folder path that members of the group would see once the group security was applied. People Subfolder People Subfolder Entities Person First Name Attribute String The first name of the person. Person Middle Name Attribute String The middle name of the person. Person Last Name Attribute String The last name of the person. Person Full Name (First Last) Person Full Name (Last, First) Attribute String The full name of the person formatted as First Name Last Name. ex: Bob Smith Attribute String The full name of the person formatted as Last Name, First Name. ex: Smith, Bob Person Security Level Attribute String The level of security that has been granted to the person on the contact folder. (Administrate, Modify, Read) 28 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model People Subfolder Entities Person Contact Folder Relative Path Attribute String The folder path that the person would see once his personal security level was applied. Keys Subfolder Keys Subfolder Entities Contact Folder Id Attribute Numeric The identifier of the contact folder. Site Id Attribute Numeric The identifier of the site that the contact folder belongs to. Contact Id Attribute Numeric The identifier of the contact. Contacts Query Subject This query subject describes the contacts entities. These entitles describe contacts that have been used for evaluations. It is important to note that the contacts in this list are not all the contacts that have been captured only the ones used for evaluations. Quality Monitoring Meta-Model Guide 29
Quality Monitoring Meta-Model Standard 01.03 Main Entities Main Contact Date Entities Contact Name Attribute String The name of the contact. Contact Status Attribute String The status of the contact in the Quality Monitoring Selective Recording application. (Active, Deleted) Contact Begin Datetime Attribute Datetime The date and time that the contact capture started. Contact End Datetime Attribute Datetime The date and time that the contact capture ended. Keys Subfolder Keys Subfolder Entities Contact Id Attribute Numeric The identifier of the contact. Contact Business Key Attribute Numeric The surrogate key for the contact. Evaluation Id Attribute Numeric The identifier of the evaluation. a Custom Contact Attributes Query Subject The Custom Contact Attributes Query Subject describes the user-defined (custom) attributes of a contact and contains two entities: name and value pair. 30 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Main Entities Main Custom Contact Attributes Entities Attribute Name # 1 Attribute String The name of the first custom attribute of a contact. Attribute Value # 1 Attribute String The value of the first custom attribute of a contact. Attribute Name # 2 Attribute String The name of the second custom attribute of a contact. Attribute Value # 2 Attribute String The value of the second custom attribute of a contact. Evaluation Classifications Query Subject The Evaluation Classifications Query Subject describes the categories that the evaluator can use to classify the contact used for an evaluation or the evaluation itself. An evaluation form may include one or more classification selector(s), which are included when the form is created. For example, a caption might be Training with a value Level 1. Main Entities Main evaluation Classifications Entities Classification Caption Attribute String The label of the classification selector on the evaluation form. Classification Value Attribute String The value of the classification selected by the evaluator for an evaluation. Evaluation Custom Contact Attributes Query Subject The Evaluation Custom Contact Attributes Query Subject describes the custom contact attributes associated with an evaluation when a contact is selected during evaluation time. Custom contact attributes are placed on the evaluation form by the form designer and values are populated during the evaluation time when a contact is selected by the evaluator. Each custom attribute is a name and value pair. Quality Monitoring Meta-Model Guide 31
Quality Monitoring Meta-Model Standard 01.03 Main Entities Main Evaluation Custom Contact Attributes Entities Attribute Name # 1 Attribute String The name of the first custom attribute of a contact. Attribute Value # 1 Attribute String The value of the first custom attribute of a contact. Attribute Name # 2 Attribute String The name of the second custom attribute of a contact. Attribute Value # 2 Attribute String The value of the second custom attribute of a contact. Evaluation Date Query Subject The Evaluation Date Query Subject describes the evaluation date entities, which are related to the date at which the evaluation was performed and all the functions that surround that date. The month, week of year, day of year, etc. are all part of this Query Subject. Using this information, the end user can easily group evaluations into set time periods, such as months or quarters. 32 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Main Entities Main Evaluation Date Attribute Entities Date Attribute Datetime The date the evaluation was performed. An example of the data in this field is: Jan 12, 2008 12:00:00 AM Year Attribute Numeric The year part of the evaluation date. Quarter Attribute String The quarter that the evaluation date falls in. An example of the data in this field is: Q1-2008 Month Number Attribute Numeric The month number of the evaluation. (1-12) Month Name Attribute String The full name of the evaluation month (January, February, March, April, May, June, July, August, September, October, November, December) Month Sorting Attribute String The combination of the Month Number and Month Name fields. An example of the data in this field is: 1-January Week of Year Attribute Numeric The week of the year of the evaluation. (1-52) Day Name Attribute String The name of the day the evaluation. (Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday) Day of Year Attribute Numeric The day of the year of the evaluation. (1-366) Day of Month Attribute Numeric The day of the month of the evaluation. (1-31) Day of Week Attribute Numeric The day of the week of the evaluation. (1-7: Sunday is day 1) Subfolder Entities None Quality Monitoring Meta-Model Guide 33
Quality Monitoring Meta-Model Standard 01.03 Evaluations Query Subject The Evaluations Query Subject describes the evaluation entities, such as the name of the evaluation, the timestamp of the creation of the evaluation and the contact name that was used for the evaluation. Main Entities Main Evaluations Entities Evaluation Name Attribute String The name of the evaluation. Evaluation Datetime Attribute Datetime The date and time that the evaluation was created. Evaluation Status Attribute String The status of the evaluation in the Quality Monitoring application. (Active, Deleted) Evaluation Folder Name Attribute String The name of the Nortel Quality Monitoring evaluation folder in which the evaluation is stored. Contact Name Attribute String The name of the contact used in the evaluation. Contact Datetime Attribute Datetime The date and time that the contact capture started. Has Contact Data Attribute String The indicator of whether the evaluation actually had a contact or not. (T or F) Contact Duration (Seconds) Attribute Numeric The overall length of the contact in seconds. Calibration Attribute String The indicator of whether the evaluation is for calibration purposes (T or F) Subfolder Entities Keys Subfolder Keys Subfolder Entities Evaluation Id Attribute Numeric The identifier of the evaluation. 34 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Keys Subfolder Entities Site Id Attribute Numeric The identifier of the site the evaluation was performed at. Contact Business Key Attribute Numeric The surrogate key for the contact. Evaluators Query Subject The Evaluators Query Subject describes the evaluators entities. Any person who has performed an evaluation (regardless of assigned Quality Monitoring role will be in this Query Subject. Main Entities Main Evaluators Entities Evaluator First Name Attribute String The first name of the evaluator. Evaluator Middle Name Attribute String The middle name of the evaluator. Evaluator Last Name Attribute String The last name of the evaluator. Evaluator Full Name (First Last) Evaluator Full Name (Last, First) Attribute String The full name of the evaluator formatted as First Name Last Name. ex: Bob Smith Attribute String The full name of the evaluator formatted as Last Name, First Name. ex: Smith, Bob Subfolder Entities Keys Subfolder Keys Subfolder Entities Evaluator Id Attribute Numeric The identifier of the evaluator. Evaluator Master Id Attribute Numeric The master identifier of the evaluator. This identifier links all instances of the evaluator in the system. Quality Monitoring Meta-Model Guide 35
Quality Monitoring Meta-Model Standard 01.03 Forms Query Subject The Forms Query Subject describes the form entities. Any form that has been created will be in this query subject. This query subject also includes all sections, questions and comments names and orders. Main Entities Main Forms Entities Form Name Attribute String The name of the form. Form Version Attribute Numeric The version number of the form. Deleted Attribute String The indicator of whether the form has been deleted in Quality Monitoring Selective Recording or not. (T or F) Section Name Attribute String The name of the section. Section Order Attribute Numeric The number representing what other the section was placed on the form. Section Scheme Name Attribute String The name of the scoring scheme used for the section. Question/Comment Name Question/Comment Indicator Question/Comment Order Attribute String The name of the question or comment. Attribute String The indicator of whether the field is a question or comment. (Question or Comment) Attribute Numeric The order of the question on the section that it was placed. Subfolder Entities Keys Subfolder Keys Subfolder Entities Site Id Attribute Numeric The identifier of the site. Form Id Attribute Numeric The identifier of the form. Section Id Attribute Numeric The identifier of the section. Question/Comment Id Attribute Numeric The identifier of the question or comment. 36 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Review Date Query Subject The Review Date Query Subject describes the review date entities, which include the date a contact was reviewed and other data such as the month, week of year, day of year. This data enables users to easily group reviewed contacts into time periods, such as months or quarters. Main Entities Main Review Date Entities Date Attribute Datetime The date the contact was reviewed. An example of the data in this field is: Jan 12, 2008 12:00:00 AM Year Attribute Numeric The year of the reviewed contact date. Quarter Attribute String The quarter that the reviewed contact date falls in. An example of the data in this field is: Q1-2008 Month Number Attribute Numeric The month number of the reviewed contact. (1-12) Month Name Attribute String The full name of the reviewed contact month (January, February, March, April, May, June, July, August, September, October, November, December) Month Sorting Attribute String The combination of the Month Number and Month Name fields. An example of the data in this field is: 1-January. Week of Year Attribute Numeric The week of the year of the reviewed contact. (1-52) Day Name Attribute String The name of the day the reviewed contact. (Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday) Day of Year Attribute Numeric The day of the year of the reviewed contact. (1-366) Day of Month Attribute Numeric The day of the month of the reviewed contact. (1-31) Day of Week Attribute Numeric The day of the week of the reviewed contact. (1-7: Sunday is day 1) Subfolder Entities None Quality Monitoring Meta-Model Guide 37
Quality Monitoring Meta-Model Standard 01.03 Reviewers Query Subject This query subject describes the contact reviewers entities. Any person who has reviewed a contact in Quality Monitoring Selective Recording can be found using this query subject. Main Entities Main Reviewers Entities Reviewer First Name Attribute String The first name of the reviewer. Reviewer Middle Name Attribute String The middle name of the reviewer. Reviewer Last Name Attribute String The last name of the reviewer. Reviewer Full Name (First Last) Reviewer Full Name (Last, First) Attribute String The full name of the reviewer formatted as First Name Last Name. ex: Bob Smith Attribute String The full name of the reviewer formatted as Last Name, First Name. ex: Smith, Bob Subfolder Entities Keys Subfolder Keys Subfolder Entities Entity Name Entity Type Data Type Description Reviewer Id Attribute Numeric The identifier of the reviewer. Reviewer Master Id Attribute Numeric The master identifier of the reviewer. This identifier links all instances of the reviewer in the system. 38 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Sites Query Subject The Sites Query Subject describes the site entities and includes the site groups. Main Entities Main Sites Entities Site Name Attribute String The name of the site. Subfolder Entities Site Group Subfolder Site Groups Subfolder Entities Site Group Name Attribute String The name of the site group. Site Group Description Attribute String The description of the site group. Keys Subfolder Keys Subfolder Entities Site Id Attribute Numeric The identifier of the site. Site Business Key Attribute String The surrogate key for the site. Site Group Id Attribute Numeric The identifier of the site group. Quality Monitoring Meta-Model Guide 39
Quality Monitoring Meta-Model Standard 01.03 Switches Query Subject This query subject describes the switch entities. These entities include the switch name and how the switch has been set up to support the Nortel Contact Center environment. Main Entities Main Switches Entities Entity Name Entity Type Data Type Description Switch Name Attribute String The name of the switch. Switch Type Attribute String The type of the switch such as Nortel Meridian 1 Telecommunication Switch, or Nortel DMS 1000 Switch. Is Free Seating Attribute String The indicator of whether the switch is configured to be a free seating environment or a fixed seating environment (T or F) Subfolder Entities None Workspaces Query Subject The Workspaces Query Subject describes the workspaces entities, including all workspaces that have been set up in the Nortel Quality Monitoring application. Main Entities Main Workspaces Entities Workspace Name Attribute String The name of the Nortel Quality Monitoring location. Subfolder Entities Location Subfolder Location Subfolder Entities Location Name Attribute String The name of the Nortel Quality Monitoring location. 40 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Location Subfolder Entities Location Description Attribute String The description of the Nortel Quality Monitoring location. Keys Subfolder Keys Subfolder Entities Site Id Attribute Numeric The identifier of the site. Location Business Key Attribute String The surrogate key for the Nortel Quality Monitoring location. Workspace Business Key Attribute String The surrogate key for the Nortel Quality Monitoring workspace. Quality Monitoring Meta-Model Guide 41
Quality Monitoring Meta-Model Standard 01.03 Topic Entities This section lists and describes all topics that are part of the Nortel Enterprise Reporting Cognos model. A Topic is the actual measure data for a set of Query Subjects. For example, the intersection of the form and evaluation Query Subjects yields a form, section, or question score for the form. Since these Topics are measures, many of the objects will roll up data. For example, if there is a single evaluation for a form, then the evaluation form score will be the score of the evaluation. If there are multiple evaluations, then the evaluation form score can represent the average form score among all evaluations for that form. Each Topic entity includes the following information: Entity Name Entity Type Data Type Description Calculation Contacts - Recorded Topic The Contacts - Recorded Topic allows the end user to obtain information about all recorded contacts. Query Subject Areas Agents Business Rules Contact Date Contact Flags Contact Folders Contacts Sites Custom Contact Attributes 42 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Main Entities Evaluation - Question Level Topic Entities Entity Name Contact Name Calculation Numeric The number of reviewed contacts being used in the report. Single Data Point - 1 Multiple Data Points - Sum(Single Data Point Values) Contact Duration Contact Begin Datetime Contact End Datetime Calculation Numeric The overall length of the contact in seconds. Attribute Datetime The local date that the contact began. Attribute Datetime The local date that the contact ended. Single Data Point - Contact Duration Multiple Data Points - Sum(Single Data Point Values) Contact Interval Calculation String The interval for the contact in expanded format. An example is: 5 minutes 13 seconds 885 milliseconds Single Data Point - Contact Interval Multiple Data Points - Sum(Single Data Point Values) Avg Contact Duration Number of Contacts Calculation Numeric The average length of the contact in seconds. Calculation Numeric The number of contacts being used in the report. Single Data Point - Average Contact Duration Multiple Data Points - Sum(Single Data Point Values) / (Number of data points) Single Data Point - 1 Multiple Data Points - Sum(Single Data Point Values) Contact Status Attribute String The indicator of whether the contact has been deleted in the Nortel Quality Monitoring application or not. (T or F) Quality Monitoring Meta-Model Guide 43
Quality Monitoring Meta-Model Standard 01.03 Subfolder Entities Keys Subfolder Keys Subfolder Entities Entity Name Contact Business Key Attribute String The surrogate key for the contact. Contacts - Reviewed Topic The Contacts - Reviewed Topic allows the end user to view information about all reviewed contacts. Query Subject Areas Review Date Reviewers Sites Main Entities Evaluation - Question Level Entities Entity Name Number of Reviewed Contacts Review Datetime Calculation Numeric The number of reviewed contacts being used in the report. Attribute Datetime The date and time that the review started. Single Data Point - 1 Multiple Data Points - Sum(Single Data Point Values) Subfolder Entities None 44 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Device Logins Topic The Device Logins Topic allows the end user to obtain information about all devices that have logins, for example switches and workstations. Query Subject Areas Agents All People Sites Main Entities Evaluation - Question Level Entities Entity Name Device Login ID Attribute String The Quality Monitoring Login ID of the user. Device Login Type Device Login Business Key Attribute String The type of device the login has been created for. Attribute String The surrogate key of the device login. Subfolder Entities Location Subfolder Location Subfolder Entities Entity Name Entity Type Data Type Description Location Name Attribute String The name of the Quality Monitoring location. Location Description Attribute String The description of the Quality Monitoring location. Quality Monitoring Meta-Model Guide 45
Quality Monitoring Meta-Model Standard 01.03 Evaluations - Comment Level Topic The Evaluations - Comment Level Topic allows the end user to get information about all evaluation comments. Query Subject Areas Agents Contact Date Contacts Evaluation Date Evaluations Forms Sites Evaluation Classifications Evaluation Custom Contact Attributes Main Entities Evaluation - Comment Level Entities Entity Name Comment Text Attribute String The text that the evaluator places in the comment field of the evaluation Evaluation Comment Count Calculation Numeric The number of evaluation comments in the report. Single Data Point - 1 Multiple Data Points - Sum(Single Data Point Values) Null Comment Attribute String The indicator of whether the comment is a null field or not. (T or F) Subfolder Entities None 46 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Evaluations - Form Level Topic The Evaluations - Form Level Topic allows the end user to get information about all evaluation form level information. Query Subject Areas Agents Contact Date Contacts Evaluation Date Evaluations Evaluators Forms Sites Evaluation Classifications Evaluation Custom Contact Attributes Quality Monitoring Meta-Model Guide 47
Quality Monitoring Meta-Model Standard 01.03 Main Entities Evaluation - Form Level Entities Entity Name Form Points Earned Form Points Possible Form Score Percentage Form Score Weighted Percentage Form Score Deviation Evaluation Form Count Calculation Numeric The total number of points at the form level that have been earned for the evaluation(s). Calculation Numeric The maximum number of possible points at the form level for the evaluation(s). Calculation Numeric The average score at the form level for the evaluation(s). Calculation Numeric The average weighted score at the form level for the evaluation(s). Calculation Numeric The standard deviation in the selected evaluation form data set Calculation Numeric The number of evaluations in being used in the report. Single Data Point - Form Points Earned Multiple Data Points - Sum (Single Data Point Values) Single Data Point - Form Points Possible Multiple Data Points - Sum (Single Data Point Values) Single Data Point - Form Points Earned/ Form Points Possible Multiple Data Points - Sum(Single Data Point Values) / Number of Data Points Single Data Point - Form Points Earned/ Form Points Possible Multiple Data Points - Sum(Form Points Earned) / Sum(Form Points Possible) Single Data Point - 0 (There is no deviation in a single value) Multiple Data Points - Standard Deviation of the set. Single Data Point - 1 Multiple Data Points - Sum(Single Data Point Values) 48 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Evaluation - Form Level Entities Entity Name Use Only Non- Zero Form Scores Calculation Filter Using this filter only includes evaluations whose form score percentage is nonzero. Subfolder Entities None Evaluations - Section Level Topic This topic allows the end user to obtain information about all evaluation section level information. Query Subject Areas Agents Contact Date Contacts Evaluation Date Evaluations Forms Sites Evaluation Classifications Evaluation Custom Contact Attributes Quality Monitoring Meta-Model Guide 49
Quality Monitoring Meta-Model Standard 01.03 Main Entities Evaluation - Section Level Entities Entity Name Section Points Earned Calculation Numeric The total number of points at the section level that have been earned for the evaluation(s). Single Data Point - Section Points Earned Multiple Data Points - Sum (Single Data Point Values) Section Points Possible Calculation Numeric The total number of points at the section level that could have been earned for the evaluation(s). Single Data Point - Section Points Possible Multiple Data Points - Sum (Single Data Point Values) Section Score Percentage Section Score Weighted Percentage Section Score Deviation Evaluation Section Count Calculation Numeric The average score at the section level for the evaluation(s). Calculation Numeric The average weighted score at the section level for the evaluation(s). Calculation Numeric The standard deviation in the selected evaluation section data set. Calculation Numeric The number of evaluation sections being used in the report. Single Data Point - Section Points Earned/ Section Points Possible Multiple Data Points - Sum(Single Data Point Values) / Number of Data Points Single Data Point - Section Points Earned/ Section Points Possible Multiple Data Points - Sum(Section Points Earned) / Sum(Section Points Possible) Single Data Point - 0 (There is no deviation in a single value) Multiple Data Points - Standard Deviation of the set. Single Data Point - 1 Multiple Data Points - Sum(Single Data Point Values) Subfolder Entities None 50 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Evaluations - Question Level Topic The Evaluations - Question Level Topic allows the end user to get information about all evaluation question level information. Query Subject Areas Agents Contact Date Contacts Evaluation Date Evaluations Forms Sites Evaluation Classifications Evaluation Custom Contact Attributes Quality Monitoring Meta-Model Guide 51
Quality Monitoring Meta-Model Standard 01.03 Main Entities Evaluation - Question Level Entities Entity Name Question Points Earned Question Points Possible Question Score Percentage Question Score Weighted Percentage Calculation Numeric The total number of points at the question level that have been earned for the evaluation(s). Calculation Numeric The total number of points at the question level that could have been earned for the evaluation(s). Calculation Numeric The average score at the question level for the evaluation(s). Calculation Numeric The average weighted score at the question level for the evaluation(s). Single Data Point - Question Points Earned Multiple Data Points - Sum (Single Data Point Values) Single Data Point - Question Points Possible Multiple Data Points - Sum (Single Data Point Values) Single Data Point - Question Points Earned/ Question Points Possible Multiple Data Points - Sum(Single Data Point Values) / Number of Data Points Single Data Point - Question Points Earned/ Question Points Possible Multiple Data Points - Sum(Question Points Earned) / Sum(Question Points Possible) Question Score Deviation Calculation Numeric The standard deviation in the selected evaluation question data set. Single Data Point - 0 (There is no deviation in a single value) Multiple Data Points - Standard Deviation of the set. Evaluation Question Count Calculation Numeric The number of evaluation questions being used in the report. Single Data Point - 1 Multiple Data Points - Sum(Single Date Point Values) Answer Attribute String The answer to the form question for the evaluation. 52 Nortel Enterprise Reporting
November 2009 Quality Monitoring Meta-Model Evaluation - Question Level Entities Entity Name Question Credit Type Attribute String The type of the question for the evaluation form. Subfolder Entities None Telephones Topic This topic allows the end user to obtain information about all telephone information. Query Subject Areas Agents Sites Switches Workspaces Main Entities Evaluation - Question Level Entities Entity Name Telephone Name Attribute String The name of the telephone. Extension Attribute Numeric The extension of the telephone. Is Primary Extension Attribute String The indicator of whether the extension is the primary extension or not. (T or F) Quality Monitoring Meta-Model Guide 53
Quality Monitoring Meta-Model Standard 01.03 Subfolder Entities Keys Subfolder Keys Subfolder Entities Entity Name Telephone Business Key Attribute String The surrogate key for the telephone. Workstations Topic The Workstations Topic allows the end user to get information about all defined workstations. Query Subject Areas Sites Workspaces Main Entities Workstations Entities Entity Name Workstation Name Workstation Type Workstation Host Name Workstation Operating System Attribute String The name of the workstation. Attribute String The type of the workstation. (GUI) Attribute String The name of the workstation on the network. Attribute String The operating system of the workstation. ('Windows 3.1 Worklstation', 'Windows 95 Workstation', 'OS2 Workstation', 'HP-UX Workstation', 'Sun Workstation', 'Windows Desktop', 'Named Terminal Services Terminal', 'Anonymous Terminal Services Terminal') Subfolder Entities None 54 Nortel Enterprise Reporting
Appendix A The ETL Command In this appendix Using the ETL Command 56 Process Logging 59 Quality Monitoring Meta-Model Guide 55