avaya™ interaction center · 6 data model reference for hrq 3 note the sequence of events that...
TRANSCRIPT
2002, Avaya Inc.All Rights Reserved
NoticeEvery effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.
Preventing Toll Fraud“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommu-nications services.
Avaya Fraud InterventionIf you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353.
Providing Telecommunications SecurityTelecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or mali-cious access to or use of your company's telecommunications equipment) by some party.
Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”).
An “outside party” is anyone who is not a corporate employee, agent, subcon-tractor, or working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equip-ment or interfaces for reasons of:
• Utilization (of capabilities special to the accessed equipment)• Theft (such as, of intellectual property, financial assets, or toll-facility
access)• Eavesdropping (privacy invasions to humans)• Mischief (troubling, but apparently innocuous, tampering)• Harm (such as harmful tampering, data loss or alteration, regardless of
motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intru-sion should occur, it could result in a variety of losses to your company (includ-ing but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).
Your Responsibility for Your Company's Telecommunications SecurityThe final responsibility for securing both this system and its networked equip-ment rests with you - an Avaya customer's system administrator, your telecom-munications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:
• Installation documents• System administration documents• Security documents• Hardware-/software-based security tools• Shared information between you and your peers• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your:
• Avaya-provided telecommunications systems and their interfaces• Avaya-provided software applications, as well as their underlying
hardware/software platforms and interfaces• Any other equipment networked to your Avaya products.
Avaya National Customer Care CenterAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121.
Ordering InformationAvaya Publications Center Voice: +1 800 457 1235 International Voice: 410 568 3680 Fax: +1 800 457 1764 International Fax: 410 891 0207 Email: [email protected]
Write: GlobalWare Solutions Attention: Avaya Account Manager200 Ward Hill Avenue Haverhill, MA 01835 USA
Order: Document No. DXX-1041-01, Issue 2.0, June 2002
To order product documentation online, go to http://www.avayadocs.com, click on Online Services, and select the appropri-ate product group.
WarrantyAvaya Inc. provides a limited warranty on this product. Refer to the “Limited Use Software License Agreement” or other applicable documentation provided with your package to establish the terms of the limited warranty.
Avaya Web Pagehttp://www.avaya.com
TrademarksAvaya, Conversant, CustomerQ, Definity, DefinityOne, Nabnasset, Quintus, and WebQ are registered trademarks or trademarks of Avaya Inc. in the United States or other countries or both.
Portions of Avaya Interaction Center include technology used under license as listed below, and are copyright of the respective companies and/or their licen-sors:
ActivePerl is a trademark of ActiveState Tool Corp. This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Cognos, Impromptu and Powerplay are registered trademarks of Cognos Incorporated. YACC++ is a registered trademark of Compiler Resources, Inc. APEX, ComponentOne, VideoSoft, True DBGrid, VSVIEW, SizerOne, VS-OCX, VSFlexGrid, VSFORUM, VSREPORTS, VSDOCX, VSSPELL, and TrueDBList are either registered trademarks or trademarks of ComponentOne LLC. CT Connect, Dialogic, Intel, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Hummingbird is a registered trademark of Hummingbird, Ltd. SearchServer is a trademark of Hummingbird, Ltd. RISC System/6000 and DirectTalk/2 are trademarks of International Business Machines Corporation in the United States or other countries or both. IBM, OS/2, AS/400, CICS, WebSphere, CT, VisualAge, and DirectTalk are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Lotus and Lotus Sametime are trademarks or registered trademarks of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both. VisualX is a registered trademark of Intergroup Technologies, Inc. ActiveX, Visio, Internet Explorer, Windows, Windows NT, Windows 2000, Win32s, SQL Server, Visual Basic, Visual C++, Outlook, and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. TimesTen is a registered trademark of TimesTen Performance Software. Oracle is a registered trademark, and Oracle8i and Oracle® SQL/Services are trademarks or registered trademarks of Oracle Corporation. Rogue Wave and .h++ are registered trademarks of Rogue Wave Software Inc. SourcePro is a trademark of Rogue Wave Software, Inc. Siebel is a trademark of Siebel Systems, Inc. BasicScript is a registered trademark of Summit Software Company. Sun, iPlanet, Java, Solaris JRE, J2EE, JavaServer Pages, and all Java-based trademarks are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. SPARC is a registered trademark of SPARC International, Inc. Products bearing SPARC trademarks are based on an architecture devel-oped by Sun Microsystems, Inc. In3D is a trademark of Visual Insights, Inc. InstallShield® is a registered trademark and service mark of InstallShield Software Corporation in the United States and/or other countries. ORBacus is a trademark of IONA Technologies PLC. Formula One is a licensed trademark and Tidestone Technologies, Inc. Visual Components, First Impression, and VisualSpeller are registered trademarks of Tidestone Technologies, Inc. JRun is a trademark of Macromedia, Inc. in the United States and/or other countries. Intervoice is a registered trademark of Intervoice-Brite, Inc. UNIX is a registered trademark of The Open Group in the United States and other countries. Acrobat is a registered trademark of Adobe Systems.
Other product and brand names are trademarks of their respective owners.
AcknowledgmentThis document was written by the CRM Information Development group of Avaya
3
BEFORE YOU BEGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
1 HRQ DATA MODEL ENTITIES AND ATTRIBUTES . . . . . . . . . . . . . . . . . . 9Entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
2 HRQ DATA MODEL ALIASES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
3 HRQ DATA MODEL PARENT/CHILD RELATIONSHIPS. . . . . . . . . . . . . . 65Parent/Child Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
CONTENTS
5
BEFORE YOU BEGIN
Typographical ConventionsThis guide uses the following font conventions:
Notes, Tips, and Cautions
Note: A note calls attention to important information.
Tip: A tip offers additional how-to advice.
Caution: A caution points out actions that may lead to data loss or other serious problems.
Contacting Technical SupportIf you are having trouble using Avaya software, you should:
1 Retry the action. Carefully follow the instructions in written or online documentation.
2 Check the documentation that came with your hardware for maintenance or hardware-related issues.
Font Type Meaning
code This font signifies commands, information that you enter into the computer, or information contained in a file on your computer.
italics This font is used to add emphasis to important words and for references to other chapter names and manual titles.
It also indicates variables in a command string.
jump Blue text in online documents indicates a hypertext jump to related information. To view the related material, click on the blue text.
!
6 Data Model Reference for HRQ
3 Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available.
4 If you continue to have a problem, contact Avaya Technical Support by:
� Logging in to the Avaya Technical Support Web site (http://www.avaya.com/support/qq).
� Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays):� Toll free in the U.S. only: 1-888-TECH-SPT (1-888-832-4778)� Direct line for international and domestic calls: 512-425-2201� Direct line for faxes: 512-719-8225
� Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.
Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to www.avaya.com for further information.
Product DocumentationMost Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD-ROM. This PDF document is also included on the separate documentation CD-ROM.
Readme File
The Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software.
Electronic Documentation
The electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM.
You can also view the documentation set online at http://www.avayadocs.com.
Educational Services
Issue 2.0 June 2002 7
Printed Documentation
You can purchase printed copies of these manuals separately. For details, see Ordering Informationon the back of this manual’s title page.
License to Print the Electronic Documentation
Online copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a “Licensee”) is entitled to make this online documentation available on an internal network or “intranet” solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes.
Right-To-Print License Terms
Documents must be printed “as-is” from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked “For internal use only within <Licensee> only.” on the first page or cover (where <Licensee> is the name of Licensee). Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation. The copyrights to all documentation provided by Avaya are owned by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation.
Educational ServicesAvaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us:� Through the web at http://www.avaya-learning.com� Over the telephone at 800-288-5327 (within the U.S.) +001 303-406-6089 (outside of the U.S.)� Through email at [email protected]
9
CHAPTER 1HRQ DATA MODEL ENTITIES AND ATTRIBUTES
This chapter contains a list of data model entities for HRQ, and a brief description of each entity,
followed by the attributes tables for the entities.
For a graphical representation of the these entities and their relationships, refer to the Data Model Diagram included with this manual.
For tables listing the aliases associated with these entities, see “HRQ Data Model Aliases,” on page 55. For tables showing the parent/child relationships between these entities, see “HRQ Data Model Parent/Child Relationships,” on page 65.
Note: In some instances, field names are too long to display in a single line and have been broken to fit the columns. In these instances, the field names have been divided at the “.” or “_” mark. In all instances, the field names in various columns should be treated as single rather than multiple words.
Chapter 1 HRQ Data Model Entities and Attributes
10 Data Model Reference for HRQ
Entities
Entity Name Description
address Contains all Postal addresses used in the system.
appprofile Only one record in this table. Used to control the system processing, and link default records. Changing values will cause system to behave differently.
benefitplan A description of a benefit or group of benefits offered to participants.
caller Caller to the HR center.
callerdocument0 M to N intersection of callers and documents.
category A grouping for like requests, used to standardize the resolution of similar issues. Organized in a hierarchy defined by the names of the categories.
categorycodes Reference table.
channel Information about midias available to the agent.
contact An incoming communication with a caller that generates or refers to one or more issues.
document Documents (of various formats).
employee An employee at the enterprise who handles tasks.
employee_old Contains information about people working in a Call Center and in the company.
employeeaddress Employee addresses.
employeeemail Email addresses for an employee.
employeephone Phone numbers for employee.
emporganization Employee organization, used to categorize employees within the system.
enrollment Intersection table allowing participants enrollment in many benefit plans.
groupmember Employees linked to workgroup.
groupmember_old Defines who belongs in a workgroup, and what are the groupings of employees within the workgroup.
issue One of possibly many reasons that a caller calls. This is what is recorded and worked on to solve or report.
issueaction Notification action rules for issue records.
issuedocument0 M to N table allowing many issues to be linked to many documents.
issueescalation Escalation rules for issue records.
issuetemplate Templates for common issues.
itemlink Holds linkage between Table Records and Item Records. Used to relate generated items back into the application context.
jobgrade A classification assigned to jobs to determine level of benefits, salary ranges, etc.
jobposition The title that describes this job e.g. sr software engineer.
Entities
Issue 2.0 June 2002 11
litlineitem A specific item included in a literature order. Could come from a package or be entered manually.
litorder A series of literature items to be sent to a specific caller.
litorderaction Defines who should be notified, and when, about a LitOrder.
litorderescalation Escalation rules for lit orders.
litstock Literature items that make up the library of items available for fulfilling a customer. Also includes items of value that are used for compensation. A voucher is a specific subtype that is printed on a separate form and needs to have a value filled in by the agent.
litstockpackage0 Intersection between lit stock and lit packages.
location Physical location where the participant works. It may be linked to a street address.
organization The organization the participant works for. Usually describes a function like accounting or legal.
outcomecodes Reference table.
package A collection of Literature items and possibly a template package. Used to send a predetermined fulfillment order to a caller.
participant Participant Information an employee (current or retired).
participantdep Intersection table allowing participant to have many dependents and dependents to belong to more than one participant.
property An attribute of an eContact client or service. Could be used to define the color or theme of a widget or the behavior of client application components.
propinstance Links a property to the level in the database the setting is defined. System, tenancy, group or agent/user.
propsection Property sections are ways to group properties by functional unit i.e. wrap up code table, email, soft phone.
propvalue Predefined values for a specific property.
queue The Queue table.
qw_alert
qw_batch Contains information pertaining to the batches created to support letter and form printing, emailing and faxing.
qw_batchgroup Contains information about grouping of Batches.
qw_consolelayout Contains information about console layout.
qw_destination Contains information about the specific output destinations for letters and forms.
qw_doc
qw_eduviewerlayout Contains information about the eduviewer layout.
qw_events
qw_flow Contains the flow file.
Entity Name Description
Chapter 1 HRQ Data Model Entities and Attributes
12 Data Model Reference for HRQ
qw_flow_page_dhtml Contains the DHTML and JavaScript presentation.
qw_flow_page_xml Contains the XML generated by DHTML editor.
qw_flowset Contains information about the flowset.
qw_images Contains information on images that can be placed into Letter Generation Items.
qw_includedtmpl Holds what templates are included in other templates.
qw_item Contains information about the individual letters and forms in item packs and in batches.
qw_itempack Contains information about the grouping of items from the qw_item table.
qw_reports
qw_reporttmplpk0 M:N table linking report (template) to template pack.
qw_response Contains information about Prompter response.
qw_routinginfo Contains information about the specific output devices to be used for printing letters and forms.
qw_rptsched
qw_schedule
qw_templatepack Contains information about template packs.
reasoncodes Reference table.
repos_contact An event that occurs when a customer establishes communication with the enterprise.
retirementplanelg Retirement Plan Eligibility -- current status of vesting in the company retirement plan.
solutionlink Intermediate table between issues and solutions.
task Actions to be taken to meet a caller’s needs.
taskaction Notification Plan for changes in the status of a task.
taskescalation Escalation notification if a task does not reach a particular state in a set timeframe.
tasktemplate Predefined values for fields within a task, used to help insure a common approach when requests need to be handled by consistent tasks.
tenant Each tenant has a separate customer database.
wc_auth Authentication table for Web Agent.
webqauth Used to determine access for WebQ or BatchQ.
workgroup Grouping of employees.
workgroup_old A named grouping of employees, used in assigning responsibilities to a team, or escalating problems through the ranks.
workgroupqueue Used to define which workgroups are assigned to a queue.
zipcode Lookup table for zip codes and cities.
Entity Name Description
Attributes
Issue 2.0 June 2002 13
AttributesThe attribute tables contain the following information:� Attribute Name — The attributes associated with the entity� Attribute Description — Description of the contents of the attribute field� Data Type — Type of data that the field contains� Len — Field length� Valid Values or Min/Max — Indicates valid or minimum/maximum values, and default values
where applicable� Req — Indicates whether or not the field is required� His — Indicates if changes are recorded in the history field for that record� Read Only — If marked, indicates a Read Only field
address
appprofile
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
address1 First line of an address Varchar 40
address2 Second line of an address Varchar 40
billing Billing address Integer Max=1, Min=0
caller_key Link to Caller Integer
city City Varchar 40
country Country Varchar 40
location The general location of this address
Enum Home, Business, Other
X
location_key Foreign link Varchar 40
pkey Primary key Serial X X
shipping Shipping address Integer Max=1, Min=0, Default=0
state State Varchar 40
zipcode Zip code or postal code Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
batchsubjectline Subject line for faxes and emails created from letter generation
Varchar 255 X
category_key Foreign link to default category for fulfillments
Integer X
fulfillmentbatch Name of the batch that all fulfillment letters are sent.
Varchar 255 X X
Chapter 1 HRQ Data Model Entities and Attributes
14 Data Model Reference for HRQ
benefitplan
caller
history History field Text X
litordernoprefix Prefix to use when building a Literature Request Order #
Varchar 20 X
litordersubject The subject line for electronic fulfillment
Varchar 255 X X
litordersummary String substituted into the issue summary field if a lit order is created without an issue.
Varchar 255 X X
litordpicklist_key Link to Report used for generating a Pick List for Fulfillment.
Integer X
picklistdir The directory location used by Process Order. Where to send or append the pick list that it will cause to be generated from a Fulfillment
Varchar 50 X
picklistprefix Prefix to use when generating names for Pick Lists.
Varchar 40 X
pkey Primary key. Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
plancode Primary Key Varchar 20 X
plandesc More description about this plan Varchar 140
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
cellularphone Cellular phone number Varchar 20
comments Notes about caller Text
email Email address Varchar 40
fax Fax number Varchar 30
firstname First name Varchar 40 X
fullname Full name Varchar 80
lastname Last name Varchar 40 X
loginid Web center login id for the customer
Varchar 20
organization Organization name that caller is affiliated with
Varchar 80
pager This is the pager number Varchar 20
pagerpin Pin for the pager if necessary Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 15
callerdocument0
category
categorycodes
participant_key Foreign link to remember if this participant has called before
Varchar 40
phone Phone of caller Varchar 20
phone2 Second phone number Varchar 30
pkey Primary key Serial X X
soundex Soundex code for name Varchar 8
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
caller_key Foreign link Integer X
callerdoc_key Foreign link Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
categorylevel Hierarchical level of category Integer X
description Description of category Varchar 80
has_template Does this category have a quickIssue template?
Integer Max=1, Min=0
name Name of category Varchar 80 X
notes Long text notes about category Text
package_key Foreign link Integer
pkey Primary key Serial X X
workgroup_key Workgroup used to solve problems of this type
Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
name The key to this name,value pair Varchar 20 X
value The actual value corresponding to the name
Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
16 Data Model Reference for HRQ
channel
contact
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
callbackenableflag Permits agent to handle callback task.
Integer Max = 1, Min = 0, Default = 0
channeltype Media type of the channel Enum <TD>email,chat,voice,voip,
X X
chatpacenabledflag Allows agent to do proactive contacts
Integer Max = 1, Min = 0, Default = 0
disablechannelflag If set then this channel is disabled Integer Max = 1, Min = 0, Default = 0
emailautonext If enabled then the agent automatically gets a new email
Integer Max = 1, Min = 0, Default = 1
emailfullheader Id set then the user sees entire email header
Integer Max = 1, Min = 0, Default = 0
employee_key Employee that has the channel Integer X X
loginid Loginid for channel, if required by media
Varchar 80 X
password Agent's password for media, if required
Varchar 80
pkey Primary key. Serial X X
port Port on server for channel (If applicable)
Varchar 20
server Server for Channel (If applicable) Varchar 40
taskceiling Maximum number of tasks an agent can have at one time on this channel.
Integer Min = 0, Default = 1
taskload Integer Min = 0, Default = 0
X
url URL address for channel (If applicable)
Varchar 255
voiceequipment Telephony equipment Varchar 255
voicephonetype Phone type the agent will be using. Varchar 255
voicequeue Voice Queue that Agent belongs to.
Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
agent_key Link to the Agent table Integer
caller_key Link to the Caller table Integer
Attributes
Issue 2.0 June 2002 17
document
employee
dateentered Date contact entered DateTime X
pkey Primary key Serial X X
type Type of contact, probably should be fetched from the switch
Enum Phone, Email, Web, Letter, Default = Phone
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description More description of the document Varchar 255
doctext Document text (binary blob) Binary
filename Full filename, with extension Varchar 80 X
location Is it local (in DB) or on disk? Enum Database, Directory, Default = Directory
X
pkey Primary key Serial X X
type Type or source of document Enum In, Out
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
autoagentflag If set then this is not a human agent, but a software agent
Integer Max=1, Min=0, Default=0
X
changepasswordflag Informs the client that the employee’s password should be changed.
Integer Max=1, Min=0, Default=0
communicatepref Method to communicate with employee
Enum Phone, Email, Fax, Pager
X
datecreated Date the employee record was created.
DateTime
datemodified Last time the record was modified. DateTime
deletedflag If set then this employee is deleted from the system and totally inactive
Integer Max=1, Min=0, Default=0
X
disableloginflag If set the agent is not able to login to the system
Integer Max=1, Min=0, Default=0
X
domain Directory Server domain Varchar 20 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
18 Data Model Reference for HRQ
electronsignature A pointer to the file containing this employee’s digitized signature
Varchar 80 X X
email WARNING!!! DO NOT CHANGE!!! This field is for display purposes only!!! Data is maintained externally!!!
Varchar 255 X
employeeid Employee ID Varchar 40 X
firstname Agent’s first name Varchar 20 X X
fulfillmentlimit The upper limit in local currency value that an agent can give a customer on an individual fulfillment
Money X
fullname Concatenation of firstname and lastname
Varchar 80 X X
group Directory server group Varchar 20 X
history Keeps track of changes to selected fields
Text X
lastname Agent’s last name Varchar 20 X X
location Location Varchar 20 X
loginname The identifier that the agent uses to log in to the application
Varchar 32 X X
manager_key Link to manager table Integer
manager_name This agent’s manager Varchar 80 X
managerflag Is employee a manager? Integer Max=1, Min=0
X
middlename Agent’s middle initial Varchar 20 X
notes Long text notes Text
organization_key Link to organization table Integer
password Password for login into eContact Varchar 40
phone WARNING!!! DO NOT CHANGE!!! This field is for display purposes only!!! Data is maintained externally!!!
Varchar 80 X
pkey Primary Key Serial X X
preferredname The name an agent prefers to be called by.
Varchar 80 X X
prefixname Agent’s prefix Varchar 20 X
role_administrator Administrator role is essentially a super user
Integer Max=1, Min=0, Default=0
X
role_agent Agent role, see documentation for details
Integer Max=1, Min=0, Default=0
X
role_clerk Clerk role, see documentation for details
Integer Max=1, Min=0, Default=0
X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 19
employee_old
role_operator Operator role, see documentation for details
Integer Max=1, Min=0, Default=0
X
role_postmaster Postmaster role, see documentation for details
Integer Max=1, Min=0, Default=0
X
role_supervisor Supervisor role see documentation for details
Integer Max=1, Min=0, Default=0
X
salutation Agent’s salutation Varchar 20 X
site Site Varchar 20 X
soundex Soundex code for spelling of last name
Varchar 8
suffixname Agent’s suffix Varchar 20 X
taskceiling The maximum Task Load an agent can have. Settable only by Admin.
Integer Min=0, Default=1
X X
taskload The number of tasks that this agent can handle concurrently. Can be changed by the agent.
Integer Min=0 X X
title Name title Varchar 40 X
voiceconfig Temporary field for voice configuration
Varchar 255 X
webpage URL of web page Varchar 80 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
availability Is employee available to take calls?
Integer Max=1, Min=0
communicatepref Method to contact employee Enum Phone, Email, Fax, Pager
department Department Varchar 20
email Email address Varchar 40
employeeid Employee ID Varchar 40 X X
fax Fax number Varchar 30
firstname First name Varchar 25 X X
fullname Full name Varchar 64
lastname Last name Varchar 50 X X
loginname Login name Varchar 40 X X
mailstop Mail stop Varchar 20
manager_key Link to manager table Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
20 Data Model Reference for HRQ
employeeaddress
managerrole Is employee a manager? Integer Max=1, Min=0
X
notes Long text notes Text
ownerrole Can employee be assigned as an owner?
Integer Max=1, Min=0
X
pager Pager number Varchar 30
phone Phone number Varchar 30
phone2 Second phone number Varchar 30
pkey Primary key Serial X X
soundex Soundex code for spelling of last name
Varchar 4
supportrole Can the employee be an agent? Integer Max=1, Min=0
X
title Job title Varchar 40
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
addresstype What is the type of address? Enum office, home, other
building Building name if relevant to the postal address
Varchar 255
city City part of address Varchar 255
company Company name e.g. Acme Widget Varchar 255
country Country of the address Varchar 40
employee_key FF link to employee Integer X
locality General description if needed for address
Varchar 255
mailstop Mail stop Varchar 20
pkey Primary key Serial X X
pobox Post Office Box Varchar 20
postalcode Alphanumeric code assigned by postal service to facilitate mail delivery
Varchar 10
spareline Additional line if necessary for address.
Varchar 255
state State part of address Varchar 40
street Street part of address Varchar 255
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 21
employeeemail
employeephone
emporganization
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
address Email address Varchar 255 X
emailtype The purpose of the email address. Used to find the proper address for specific needs.
Enum primary, routing, internal, personal
X
employee_key FF link to employee Integer X
pkey Primary key Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
employee_key FF link to employee Integer X
extension Phone extension Varchar 20
phonenumber Phone number Varchar 40 X
phonetype Phone number type Enum primary, secondary, mobile, pager, home, fax
X
pkey Primary Key Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
datemodified Date last modified DateTime X
description Description Varchar 80
emporganization_key Recursive link back to the organization (parent org)
Integer
fax Fax number Varchar 30
name Organization name Varchar 40 X
notes Long text notes Text
phone Phone number Varchar 30
phone2 Second phone number Varchar 30
pkey Primary key Serial X X
soundex Soundex codes for name Varchar 4
Chapter 1 HRQ Data Model Entities and Attributes
22 Data Model Reference for HRQ
enrollment
groupmember
groupmember_old
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
benefitplan_key Foreign link Varchar 20
coveragelevel How inclusive is the coverage for this participant
Varchar 20
dateeffective Date benefit is effective DateTime
dateterminated Date benefit is terminated DateTime
dependent_key Foreign link Varchar 40
participant_key Participant Varchar 40
pkey Primary key Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
employeegroup Foreign field link to employee Integer
notifymethod How to contact this member Enum Alert, Email, Pager, Fax
X
pkey Primary key Serial X X
tier Used in escalations and actions to subdivide the workgroup
Integer Max=99, Min=1, Default=1
X
workgroupgroup FF to workgroup Integer X
workgrouporder This field is used to sort the workgroups in the GUI of IC Manager. The lower the number the more important the workgroup for this agent
Integer Min=0 X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
employeegroup Link to employee table Integer X
notifymethod How to contact this member Enum Alert, Email, Pager, Fax
X
pkey Primary key Serial X X
tier Workgroup tier this member belongs to
Integer X
workgroupgroup Link to workgroup table Integer X
Attributes
Issue 2.0 June 2002 23
issue
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
agent_key Link to agent table Integer X X
callbackmethod Method to contact customer Enum Phone, Email, Fax, Pager, Mail
X
category_key Link to category table Integer X X
cclist Email addresses of interested parties
Varchar 240 X
contact_key Link to the contact table Integer X X
dateassigned Date issue was assigned to workgroup
DateTime X
dateowned Date issue was assigned to owner DateTime X
datereported Date issue was reported DateTime X X
dateresolved Date issue was resolved DateTime X X
escstatus Internal field that summarizes current state of issue for escalations
Integer
history History of changes made to issue Text
issuerole The role of the caller in this issue Enum Self, Spouse, Medical Inquiry, Legal Inquiry, Other, Default=Self
X
issuestatus Status of issue Enum 1-New,2-Assigned,3-Owned,4-Closed,5-Cancelled,6-Pended
X X
issuetemplate_key This key is set if the issue is created from an issue template. Used to create tasks.
Integer X
nextcontactdate Date/time of next contact DateTime X
origin How this issue arrived Enum Phone, Voice Mail, Letter, Fax, Email, WebQ, Walk Up, Self, Download
X
owner_key Link to owner table Integer X
participant_key Participant Varchar 40 X
phonetime Amount of time spent on phone support
Interval
Chapter 1 HRQ Data Model Entities and Attributes
24 Data Model Reference for HRQ
issueaction
pkey Issue ID - primary key Serial X X X
priority Priority Enum 1-Low,2-Medium,3-High,4-Critical,5-Special
X X
researchtime Amount of time doing off-phone research
Interval X
resolutiontext Action taken to resolve issue (long text)
Text
solution_key Resolution (wrapup code) Integer X
solutionpath Path to solution topic in Beneflex et al
Varchar 120
solutiontype Type of solution document Enum Solution, Beneflex
X
summary Summary of issue Varchar 240 X X
summarytext Long description of issue Text X
timetoclose Amount of time between creating the issue and putting it in closed status
Interval X X
totalphonetime Total time spent on phone support Interval X X
totalresearchtime Total time spent on research Interval X X
totalsupporttime Total support time (phone + research)
Interval X X
workgroup_key Link to workgroup table Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
message Body of notification message Text
method How message is to be sent Enum Alert, Email, Fax, Pager, Default = Alert
name Action rule name Varchar 80 X
pkey Primary key Serial X X
recipient Who shall receive the notification? Enum Agent, Workgroup, Owner, Manager, CC List
X
recordinfo Include contents of associated record?
Integer Max=1, Min=0, Default=0
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 25
issuedocument0
issueescalation
statusevent Status value that invokes this action
Enum 1-New,2-Assigned,3-Owned,4-Closed,5-Cancelled,6-Pended
X
subject Subject line for notification message
Varchar 240
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
issue_key Foreign link to issue Integer X
issuedoc_key Foreign link to document Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
category_key Category constraint upon this escalation
Integer
delay Amount of time to wait before firing rule
Integer Min=1 X
delayunits Time units for waiting before firing rule
Enum Minutes, Hours
X
inheritance Should the linked category inherit escalations of any of its parent categories
Integer Max=1, Min=0
name Escalation rule name Varchar 80 X
newstatus A status of an issue that might trigger an escalation
Enum 1-New,2-Assigned,3-Owned
X
notifytarget Which workgroup should be notified
Enum Primary Workgroup,Escalation Workgroup
X
pkey Primary key Serial X X
priority Priority that this rule applies to Enum 1-Low,2-Medium,3-High,4-Critical,5-Special
repeated Is this rule to be fired repeatedly? Integer Max=1, Min=0
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
26 Data Model Reference for HRQ
issuetemplate
itemlink
subject Notification message subject Varchar 240 X
tier Which tier of notify target will be notified
Integer Default=1 X
type Event or condition that causes rule to fire
Enum Not Assigned, Not Owned, Not Closed
X
workgroup_key Link to workgroup table Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
category_key Foreign link Integer
cclist Email addresses of interested parties
Varchar 240 X
daystocontact Number of days until next contact Integer X
issuestatus Status of issue Enum 1-New, 4-Closed
pkey Primary key Serial X X
priority Priority Enum 1-Low,2-Medium,3-High,4-Critical,5-Special
resolutiontext Resolution of issue (long text) Text
summary Summary of issue Varchar 80 X
summarytext Long description of issue Text
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
itemkey Holds Primary Key of Item Record Integer
pkey Primary key Serial X X
tablekey Holds Primary key of tablename that item is linked to
Integer
tablename Name of table this item is linked to Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 27
jobgrade
jobposition
litlineitem
litorder
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description Other information about the job grade
Varchar 80
name The code or short name this grade is known as GS14, for example
Varchar 20
pkey Primary key comes from another system
Varchar 40 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description Other information about the job position
Varchar 80
name The name this grade is known as. Sr. software engineer, for example.
Varchar 20
pkey Primary key comes from another system
Varchar 40 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
order_key Foreign link Integer X
pkey Primary key Serial X X
quantity How many of this particular item are to be sent
Integer Max=9999, Min=0, Default=1
X
stock_key Foreign link Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
address1 1st address line where to send the order
Varchar 40 X
address2 2nd address line where to send the order
Varchar 40
agent_key Link to Agent Table Integer X
caller_key Link to Caller Table Integer X
city City part of address Varchar 40 X
dateentered Date order entered into system DateTime X
dateshipped Date the order was put in processed state
DateTime X
Chapter 1 HRQ Data Model Entities and Attributes
28 Data Model Reference for HRQ
litorderaction
email Destination email address Varchar 60
escstatus Internal field that summarizes current state of litorder for escalations
Integer
fax Destination fax number Varchar 20
instructions Special instructions for the order Varchar 50
issue_key Foreign field Integer
orderno Pkey plus prefix from app profile Varchar 20 X
orderstatus Current status of the order Enum 1-New,2-Assigned,3-Owned,4-Processed,5-Cancelled
X
owner_key Link to owner table Integer
pkey Primary key Serial X X
shipmethod How should it be sent Enum FedEx, UPS, USPS, Default = FedEx
shippingagent Name of person who pressed the process order button
Varchar 40 X
state State part of the address Varchar 40
templatepack_key Link to Template Pack Table Integer
workgroup_key Link to workgroup table Integer
zipcode Zip or postal code part of the address
Varchar 20 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
message Body of notification message Text
method How message is to be sent Enum Alert, Email, Fax, Page
name Name of action Varchar 80 X
pkey Primary key Serial X X
recipient Who will receive the notification Enum Agent, Workgroup, Owner
X
recordinfo Include contents of associated record?
Integer Max=1, Min=0, Default=0
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 29
litorderescalation
litstock
statusevent Status value that invokes this action
Enum 1-New,2-Assigned,3-Owned,4-Processed,5-Cancelled
X
subject What is subject line for message Varchar 240 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
delay Amount of time to wait before firing rule
Integer Min=1 X
delayunits Time units for waiting before firing rule
Enum Minutes, Hours
X
name Escalation rule name Varchar 80 X
newstatus A status of an issue that might trigger an escalation
Enum 1-New,2-Assigned,3-Owned
X
notifytarget Which workgroup should be notified
Enum Primary Workgroup,Escalation Workgroup
X
pkey Primary key. Serial X X
repeated Is this rule to be fired repeatedly? Integer Max=1, Min=0
subject Notification message subject Varchar 240 X
tier Which tier of notify target will be notified
Integer Default=1 X
type Event or condition that causes rule to fire
Enum Not Assigned, Not Owned, Not Processed
X
workgroup_key Link to workgroup table Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
datestockavailable Date stock will be available, if none now
Date
deliverymechanism How this item is to be delivered Enum Mail, Email, Fax, Default = Mail
X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
30 Data Model Reference for HRQ
litstockpackage0
location
description Short item description Varchar 80 X
filepath File path and name for disk documents used as source for this item
Varchar 120
filetext File text (binary blob) Binary
name Name of the item Varchar 40 X
noreordered The number of items that were reordered
Varchar 20
owner_key Foreign field Integer
pkey Primary key Serial X X
stockactual Actual stock in the warehouse Integer Min=0
stockcommitted Stock committed but unfulfilled Integer Min=0, Default=0
X
stocklocation Warehouse location of stock item Varchar 20
stockreorderlevel Level at which a reorder will be generated
Integer Min=0
stockreordersize Minimum size of the stock reorder Integer Min=0
stockstatus Status of the stock item Enum Current, Retired, Default = Current
X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
litstock_key Foreign link Integer X
package_key Foreign link Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description What this location is known as. (e.g. headquarters, or the Flood Building)
Varchar 80
locaddress_key Street address for this location Integer
parentlocation_key Foreign link Varchar 40
pkey Primary key loaded from another system
Varchar 40 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 31
organization
outcomecodes
package
participant
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
name The business name of the organization
Varchar 40
organization_key Parent organization key Varchar 40
pkey Primary key of the organization loaded from another system
Varchar 40 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
name key for this name, value pair Varchar 20 X
value the actual value for this name, value pair
Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
name Package name Varchar 20 X
pkey Primary key Serial X X
templatepack_key Link to Template Pack Table Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
birth_last_name Participant’s last name at birth Varchar 25
birthdate Birthdate Date X
dependent_flag Set to one if this participant is actually a dependent of a participant
Integer Max=1, Min=0, Default=0
emergencycontact Person who should be contacted in event of an emergency
Varchar 60
emrgncycntctalt Alternate emergency contact Varchar 60
emrgncyctaltph1 Day phone number for alternate emergency contact
Varchar 20
emrgncyctaltph2 Evening phone number of the alternate emergency contact
Varchar 20
emrgncyctphone1 Day phone number of the emergency contact
Varchar 20
emrgncyctphone2 Evening phone number of the emergency contact
Varchar 20
firstname First name of participant Varchar 20 X
Chapter 1 HRQ Data Model Entities and Attributes
32 Data Model Reference for HRQ
participantdep
property
jobgrade_key The participant’s current job grade Varchar 40
jobposition_key Foreign link Varchar 40
known_as_name Nickname Varchar 25
lastname Last name Varchar 20 X
location_key Current work location for this participant
Varchar 40
manager_flag Set to one if this participant can be assigned as another participant’s manager
Integer Max=1, Min=0, Default=0
manager_key Foreign link Varchar 40
marital_status_dsc Current marital status. For example, single or married
Varchar 15
mdl_initials_txt Middle initials Varchar 10
organization_key The business organization that the participant is currently working for
Varchar 40
pkey Primary key Varchar 40 X
sex_code Male or female Varchar 1 X
ssn Social security number Varchar 12
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
dependent_key Foreign link to dependent alias Varchar 40 X
participant_key Foreign link to participant Varchar 40 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
agentflag If set then the property can be set at the agent level
Integer Max=1, Min=0
cumulativeflag If set the values for this property are cumulative, the settings are taken as a group, and there is no override
Integer Max=1, Min=0, Default=0
datatype Database type of property, used to help validate datatype of values if predefined and setting is not.
Enum boolean, datetime, integer, longtext, string
X
description Description of property. Should be explicit so that how it works is understood
Varchar 255 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 33
propinstance
name Name of property Varchar 160 X
pkey Primary key. Serial X X
predefinedflag If set there are value records that contain the legal values for this property
Integer Max=1, Min=0, Default=0
propsection_key FF link to section that contains the property
Integer X
requiredflag If property is required, then it should be set at the system level so that there is a default.
Integer Max=1, Min=0, Default=0
systemflag If set this property can be defined at the system level
Integer Max=1, Min=0
tenantflag If set the this property can be defined at the tenancy level
Integer Max=1, Min=0
workgroupflag If set then this property can be set at the workgroup level
Integer Max=1, Min=0
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
employee_key FF link to agent, filled if type is agent
Integer
instancelevel Scope of the setting. Determines which FF will be filled.
Enum system, tenant, workgroup, employee, customer
X
overrideflag If set then a property set at a lower scope can override this setting. Only useful for properties without the cumulitiveflag set
Integer Max=1, Min=0, Default=0
pkey Primary key. Serial X X
property_key FF link to property being defined Integer X
propvalue_key FF link to predefined value record, required if predefinedflag is set on property
Integer
tenant_key FF link to tenancy, filled if type is tenancy
Integer
value_lt Long text value if type is selected in the property record
Text
value_str Value selected for the property Varchar 255 X
workgroup_key FF link to workgroup, filled if type is workgroup
Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
34 Data Model Reference for HRQ
propsection
propvalue
queue
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description Description of property section Varchar 255 X
name Name of property section Varchar 160 X
pkey Primary key Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description Description of the value, should explain the system reaction, and value meaning
Varchar 255 X
pkey Primary key Serial X X
predefinedvalue The text value defined for a property
Varchar 255 X
property_key FF link to the property Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
chatinboundemail Email address for Queue Varchar 255
chatscript_key Key to the Plaid script for Chat queues.
Integer
deletedflag If set, this queue has been deleted. Integer Max = 1, Min = 0, Default = 0
desired_handle Integer Default = 0
emailbounce_key Message bounce resource Integer
emailexpiresflag Integer Max = 1, Min = 0, Default = 0
emailfollowup_key Email follow-up message resource Integer
emailfooter_key Email footer resource Integer
emailheader_key Email header resource Integer
emailnewmsg_key Email new message resource Integer
emailreplytoagent Email reply to agent flag Integer Max = 1, Min = 0, Default = 1
emailreturnaddress Address to place in from field of outging messages.
Varchar 255
emailscript_key Key to the Email script for Email queues.
Integer
Attributes
Issue 2.0 June 2002 35
qw_alert
emailthreshred Red threshold (minutes) Integer Min = 0, Default = 1440
emailthreshyellow Elapsed seconds for this threshold (minutes)
Integer Min = 0, Default = 720
emailtimeout Email expiration timeout (minutes) Integer Default = 600
emailvalidateflag Validate email address Integer Max = 1, Min = 0, Default = 0
emailvalrespflag Integer Max = 1, Min = 0, Default = 0
media Media type of the queue Enum <TD>chat,email,voice,voip,
X
minimumagents at least this many agents Integer
pkey Primary Key Serial X X
priority queue priority Integer
queueid The Queue ID Varchar 50 X
queuename Name of the Queue Varchar 255 X
queuetype Type of Queue this is. Enum <TD>generic,email,voice,web, Default = generic
servicelevel number of seconds contact should be answered by
Integer
site where the queue is located Varchar 30
tenant_key Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
addressee Varchar 255
alerttype Varchar 20
dateposted DateTime
message Varchar 255
qwkey Serial X X
sender Varchar 255
severity Integer
tablekey Integer
tablename Varchar 100
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
36 Data Model Reference for HRQ
qw_batch
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
autofreezeflag Is autofreeze feature enabled? Integer
autofreezelimit Maximum number of items that can be added before autofreeze
Integer
barcodes Are barcodes to be printed? Integer Max=1, Min=0
batchgroup_key Link to the qw_batchgroup table Integer
batchstatus Status of a batch (Open, Frozen, Processed, or Closed)
Enum Open, Frozen, Processed, Closed
X
batchtype Type of batch (Perpetual or Single-Use)
Enum Perpetual, Single-Use
X
bcccopies Number of BCC copies (to each BCC addressee)
Integer Default = 1
bccdest_key Link to the qw_destination table for BCC copies
Integer
cccopies Number of CC copies (to each CC addressee)
Integer Default = 1
ccdest_key Link to the qw_destination table for CC copies
Integer
dateclosed Date and time the batch was closed
DateTime
datecreated Date and time the batch was created
DateTime
datefrozen Date and time the batch was frozen
DateTime
datelastprocessed Date and time the batch was last processed
DateTime
datemodified Date and time the batch was modified
DateTime
dateprocessed Date and time the batch was fully-processed
DateTime
labelcopies Number of label copies Integer Default = 1
labeldest_key Link to the qw_destination table for labels
Integer
labelformat Name of label format Varchar 255
misccopies Number of miscellaneous item copies
Integer Default = 1
miscdest_key Link to the qw_destination table for miscellaneous items routed to a batch
Integer
name Unique name of a batch Varchar 255 X
pkey Primary key Serial X X
sec1copies Number of section 1 copies Integer Default = 1
Attributes
Issue 2.0 June 2002 37
qw_batchgroup
qw_consolelayout
qw_destination
sec1dest_key Link to the qw_destination table for the first page
Integer
sec2copies Number of section 2 copies Integer Default = 1
sec2dest_key Link to the qw_destination table for pages 2-n
Integer
sortorder Order that items are processed (None, Agent, or Zipcode)
Enum None, Agent, Zipcode
X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description A short description Varchar 255
name User-friendly name Varchar 255 X
pkey Primary key Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
datemodified Date and time the layout was last modified
DateTime
description The description of the spec Varchar 255
name The name of the spec Varchar 255
pkey Primary key Serial X X
qw_apps_key Link to the qw_apps table Integer
text The Spec text Text
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
bottommargin Varchar 5
datecreated Date and time when the destination record was created
DateTime
datemodified Date and time when the destination record was last modified
DateTime
filename Name of the file where information will be stored
Varchar 255
leftmargin Varchar 5
marginunits Enum Inches, Cms
method Type of destination (Printer, Email, Fax, or File)
Enum Print, Email, Fax, File
X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
38 Data Model Reference for HRQ
qw_doc
qw_eduviewerlayout
name Unique logical name of destination Varchar 255 X
pkey Primary key Serial X X
printername Name of printer if method is Print Varchar 255
printersource Name of printer source if method is Print
Varchar 255 Default = Automatically Select
printersourcebin Bin number of printer source if method is Print
Integer Default = 0
rightmargin Varchar 5
topmargin Varchar 5
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
doc Binary
eventkey Integer
filename Varchar 255
qwkey Serial X X
ref Varchar 255
sequence Integer
type Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
datemodified Date and time the layout was last modified
DateTime
description The description of the spec Varchar 255
name The name of the spec Varchar 255
pkey Primary key Serial X X
qw_apps_key Link to the qw_apps table Integer
text The Spec text Text
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 39
qw_events
qw_flow
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
action Integer Default = 0
address2 Varchar 255
addressee Varchar 255
agent Integer Default = 0
datemodified DateTime
escalationkey Integer
escstatus Integer
message Varchar 255
ownerkey Integer
ownerkeyname The key name of the FKey to the owner from the table listed in the tablename field.If valued, it is used by event server to get the currently linked workgroup
Varchar 100
qwkey Serial X X
repeatinterval Integer
rptschedkey Integer
sender Varchar 255
severity Integer
state Integer Default = 0
tablekey Integer
tablename Varchar 100
tier Integer
when DateTime
workgroupkey Integer
workgroupkeyname The key name of the FKey to workgroup from the table listed in the tablename field. If valued, it is used by event server to get the currently linked workgroup
Varchar 100
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
flowset_key Link to qw_flowset Integer
name The name of the flow Varchar 255 X
pkey Primary key Serial X X
text The flow from text file Text
type The type of the flow Integer Default = 0
version The version of the flow Integer Default = 1
Chapter 1 HRQ Data Model Entities and Attributes
40 Data Model Reference for HRQ
qw_flow_page_dhtml
qw_flow_page_xml
qw_flowset
qw_images
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
flow_key Link to qw_flow Integer
name The name of the flow page DHTML Varchar 255
pkey Primary key Serial X X
text The DHTML/JavaScript presentation
Text
version The version of the flow page DHTML
Integer Default = 1
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
flow_key Link to qw_flow Integer
name The name of the flow page XML Varchar 255
pkey Primary key Serial X X
text The XML fragments Text
version The version of the flow page XML Integer Default = 1
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
name The name of the flowset Varchar 255 X
pkey Primary key Serial X X
version The version of the flowset Integer Default = 1
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
createdate Create date DateTime
data File data Binary
filename Full path, with extension Varchar 255
name File name, with extension Varchar 255 X
pkey Primary key Serial X X
Attributes
Issue 2.0 June 2002 41
qw_includedtmpl
qw_item
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
basetmpl_key The base template record that contains the included template record.
Integer
includedtmpl_key Key to template record included in base template.
Integer
pkey Primary key. Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
agentid ID of the agent who sent the item Varchar 40
batch_key Link to the qw_batch table Integer X
datecreated Date and time the item was created
DateTime
dateitemfirstsent Date and time the item was first sent
DateTime
dateitemlastsent Date and time the item was last sent
DateTime
datesec1firstsent Date and time section 1 was first sent
DateTime
datesec1lastsent Date and time section 1 was last sent
DateTime
datesec2firstsent Date and time section 2 was first sent
DateTime
datesec2lastsent Date and time section 2 was last sent
DateTime
email Varchar 255
faxnumber Varchar 40
itemid Unique identifier of an item Varchar 255 X
itempack_key Link to the qw_itempack table Integer
itemsent Indicates if the item has been sent (1-Yes, 0-No)
Integer Max=1, Min=0, Default=0
itemtext Text of the item Text
itemtype Type of the item (Letter, CC Letter, BCC Letter, Label, Form or Misc)
Enum Letter, CC Letter, BCC Letter, Label, Form, Misc
X
mr_ms Varchar 20
name Varchar 255
organization Varchar 255
pkey Primary key Serial X X
reports_key Link to the qw_reports table Integer
Chapter 1 HRQ Data Model Entities and Attributes
42 Data Model Reference for HRQ
qw_itempack
qw_reports
sec1sent Section 1 has been sent (1-Yes, 0-No)
Integer Max=1, Min=0, Default=0
sec2sent Section 2 has been sent (1-Yes, 0-No)
Integer Max=1, Min=0, Default=0
subject Varchar 255
zipcode Varchar 40
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
agentid ID of the agent who generated the item pack
Varchar 40
batch_key Link to qw_batch table Integer X
datecreated Date and time the item pack was created
DateTime
pkey Primary key Serial X X
recipient Name of the person for whom the item pack was generated
Varchar 255
templatepack_key Link to qw_templatepack table Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
anchortable Varchar 100
background Binary
datemodified DateTime
description Varchar 255
focus Varchar 255
hasbackground Integer Max=1, Min=0
ispublic Integer
outputformat Integer Default = 0
paragraphtype Type of letter paragraph Enum Opening, Body, Closing
pkey Serial X X
relationset Varchar 255
reportname Varchar 255 X
reportowner Varchar 255
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 43
qw_reporttmplpk0
qw_response
qw_routinginfo
qw_rptsched
reportspec Text
reporttype Integer Default = 0
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
report Link to the qw_reports table (templates are in qw_reports)
Integer X
templatepack Link to the QW_templatepack table Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
answer Which answer is being saved for this response record
Varchar 255
dateentered Date of response DateTime X
pkey Primary key Serial X X
question Which question is being saved for this response record
Varchar 255
score Score value (question weight x answer score)
Integer Max=100, Min=0
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
batch_key Link to the qw_batch table Integer X
copies Number of copies when printing Integer Default = 1
destination_key Link to the qw_destination table Integer
pkey Primary key Serial X X
reports_key Link to the qw_reports table Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
pkey Serial X X
rptappend Integer Default = 0
rptcommand Varchar 255
rptemail Integer Default = 0
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
44 Data Model Reference for HRQ
qw_schedule
rptemailcc Varchar 255
rptemailsubj Varchar 255
rptemailto Varchar 255
rptfax Integer Default = 0
rptfaxno Varchar 20
rptfaxsubj Varchar 255
rptfaxto Varchar 255
rptfile Integer Default = 0
rptfilename Varchar 255
rptprint Integer Default = 0
rptrepeat Integer Default = 0
rptswitches Varchar 255
rpttitle Varchar 255
rptwhen DateTime
scheduledrptkey Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
aprholiday Integer
augholiday Integer
decholiday Integer
description Varchar 255
febholiday Integer
friend Varchar 12
fristart Varchar 12
janholiday Integer
julholiday Integer
junholiday Integer
marholiday Integer
mayholiday Integer
monend Varchar 12
monstart Varchar 12
name Varchar 255
novholiday Integer
octholiday Integer
qwkey Serial X X
satend Varchar 12
satstart Varchar 12
scheduleyear Varchar 4
sepholiday Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Attributes
Issue 2.0 June 2002 45
qw_templatepack
sunend Varchar 12
sunstart Varchar 12
thuend Varchar 12
thustart Varchar 12
tueend Varchar 12
tuestart Varchar 12
wedend Varchar 12
wedstart Varchar 12
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
addressee The table alias for the addressee information
Varchar 100
anchortable The anchor table to be used in the query for all templates in the pack
Varchar 100
bccaliaslist Comma separated list of table aliases for BCC information
Varchar 255
ccaliaslist Comma separated list of table aliases for CC information
Varchar 255
datemodified The date and time the record was last modified
DateTime
description Description of Template Pack Varchar 255
destination The destination batch of the Template Pack
Varchar 255
focus Focus to which the Template Pack applies
Varchar 255
ispublic “Identifies if the Template Pack is Private or Public (0-Private, 1-Public)”
Integer
packname Template Pack name Varchar 255 X
packowner The owner of the Template Pack (or Public)
Varchar 255
pkey Primary key Serial X X
relationset The relation set to be used in the query for all templates in the pack
Varchar 255
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
46 Data Model Reference for HRQ
reasoncodes
repos_contact
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
name the key to this name,value pair Varchar 20 X
value the actual value for this name,value pair
Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
abandon_time The amount of time in seconds that the caller was either waiting for an answer, waiting in queue, or on hold before hanging up
Integer
abandoned_flag For determining how many customers give up before completing a transaction with an agent
Enum Handled, while ringing, in queue, while on hold, other, Default = Handled
ani Automatic Number Identification; the 10 digit telephone number of the caller. In a telephony system, the ANI can be intercepted and delivered to the computer where it is used as a reference number to summon the caller's data file. Both the file and phone call can then be simultaneously routed to an agent. ANIs are, at best, about 70% accurate: callers call from different numbers, use cell or pay phones, call from PBX switches, etc.
Varchar 20
animatchflag An indicator of whether or not the originating phone number of this CALL was matched to the phone number + customer data that is kept as history for this center. The purpose is to retrieve whatever is already known about this caller from the phone number match and display it for the agent who answers the call.
Integer Max=1, Min=0
chat_id Identifier of the route task for the contact
Varchar 120
Attributes
Issue 2.0 June 2002 47
createtime Date and time that a caller’s call is connected to the destination telephone number; this is the moment when the caller first hears the ringing tone
DateTime
customer_key Foreign link to customer. Integer
data_wake_id ID used to identify details of the session
Varchar 50
direction The direction of contact inbound/outbound
Enum inbound, outbound, Default = inbound
dnis dialed number identification service. The number dialed by the caller -- usually recorded as an extension
Varchar 20
duration The total amount of time in seconds that the contact lasts, from create time to disconnect
Integer
interactions Number of agents or IVRs that handled the call
Integer
languagepreference Language that the customer chooses to use during the call
Enum English, French, Spanish
recipient The recipient of the message Varchar 50
requestid Identifier for each email contact in Brightware system
Integer
sender The sender of e-mail request (customer)
Varchar 50
subject Subject as it appears in the message
Varchar 252
task_type Name of the task type Varchar 50
trackingid Identifier of tracking information for e-mail.
Varchar 120
transfercount The number of times that a call was transferred from one agent to another
Integer
type Type of contact - inbound/outbound call or email, fax, web
Enum Email, Chat, Voice
username Username from web interaction, mainly for guest access
Varchar 255
vduid A unique identifier of a voice/data unit; identifies a body of information that is collected by the CTI software as the call traverses the call center; primary key of this table
Char 32 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
48 Data Model Reference for HRQ
retirementplanelg
solutionlink
task
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
dateeligible Date of eligibility in this plan Date
datevested Date of vesting in this plan Date
participant_key What is the current vesting in the retirement plan for this participant?
Varchar 40
pkey Primary key Varchar 40 X
plannumber Number the plan is known under Varchar 20
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
pkey Primary key Serial X X
solutionpath Path to the solution document or table
Varchar 120
summary Summary of the solution document Varchar 120 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
agent_key Foreign link to agent who created this task
Integer
cclist Email addresses of interested parties
Varchar 240 X
dateassigned Date this task was assigned to a Workgoup
DateTime X
datecancelled Date this task was set to cancelled status
DateTime X
dateclosed Date this task was set to closed status
DateTime X
datecreated Date Created DateTime X
datemodified Date last modified DateTime X
dateowned Date assigned to an owner DateTime X
description Long text description Text
escstatus Internal field that summarizes current state of task for escalations
Integer
history History of changes to task record Text
issue_key Link to issue table Integer X
owner_key Link to owner table Integer X
pkey Primary key Serial X X X
Attributes
Issue 2.0 June 2002 49
taskaction
priority Priority of task Enum 1-Low,2-Medium,3-High,4-Critical,5-Special
X X
sequence Sequence of task events Integer X
summary Summary of task Varchar 80 X X
taskstatus Status of task Enum 1-New, 2-Assigned, 3-Owned, 4-Closed, 5-Cancelled
X X
type Type of task Enum Question, Insurance, Pension, 401(k), Eligibility, Verification, Other
X
workgroup_key Link to workgroup table Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
message Body of notification message Text
method How message is to be sent Enum Alert, Email, Fax, Pager, Default = Alert
name Action rule name Varchar 80 X
pkey Primary key Serial X X
recipient Who shall receive the notification? Enum Workgroup, Owner, Manager, CC List
X
recordinfo Include contents of associated record?
Integer Max=1, Min=0, Default=0
statusevent Status value that invokes this action
Enum 1-New,2-Assigned,3-Owned,4-Closed,5-Cancelled
X
subject Subject line for notification message
Varchar 240
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
50 Data Model Reference for HRQ
taskescalation
tasktemplate
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
delay Amount of time to wait before firing rule
Integer Min = 1 X
delayunits Time units for waiting before firing rule
Enum Minutes, Hours
X
name Escalation rule name Varchar 80 X
newstatus A status of an issue that might trigger an escalation
Enum 1-New, 2-Assigned, 3-Owned
X
notifytarget Which workgroup should be notified
Enum Primary Workgroup,Escalation Workgroup
X
pkey Primary key Serial X X
priority Priority that this rule applies to Enum 1-Low,2-Medium,3-High,4-Critical,5-Special
repeated Is this rule to be fired repeatedly? Integer Max=1, Min=0
subject Notification message subject Varchar 240 X
tier Which tier of notify target will be notified
Integer Default = 1 X
type Event or condition that causes rule to fire
Enum Not Assigned, Not Owned, Not Closed
X
workgroup_key Link to workgroup table Integer X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
cclist Email addresses of interested parties
Varchar 240
description Description Text
issuetemplate_key Link to issuetemplate table Integer
pkey Primary key Serial X X
priority Task priority Enum 1-Low,2-Medium,3-High,4-Critical,5-Special
X
sequence Sequence of task events Integer
summary Summary of task Varchar 80 X
Attributes
Issue 2.0 June 2002 51
tenant
wc_auth
taskstatus Status of task Enum 1-New, 4-Closed
X
type Type of task Enum Question, Insurance, Pension, 401(k), Eligibility, Verification, Other
workgroup_key Link to workgroup table Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
deletedflag If set, this tenant has been deleted Integer Max=1, Min=0, Default=0
description Description of the tenancy Varchar 255 X
name Name of the tenancy Varchar 80 X
pkey Primary key Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
customer_key Link to customer table Integer
tenant_key Foreign key to tenant Integer
deletedflag If set, this wc_auth record has been deleted
Integer Max=1, Min=0, Default=0
password User’s password Varchar 40 X
pkey Primary key Serial X X
sbl_contact_key Key of the Siebel Contact Varchar 15
username User’s name Varchar 255 X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
Chapter 1 HRQ Data Model Entities and Attributes
52 Data Model Reference for HRQ
webqauth
workgroup
workgroup_old
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
agent_key Link to agent table, responsible for issues entered by customer user types
Integer
customer_key Link to customer table Integer
employee_key Link to employee table Integer
password User password Varchar 40
pkey Primary key Serial X X
username User name Varchar 40 X
usertype Type (role) of user Enum Customer, Support Agent
X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
deletedflag If set then this employee is deleted from the system and totally inactive
Integer Max=1, Min=0, Default=0
description Workgroup description Varchar 255 X
name Workgroup name Varchar 80 X
notificationaddr Address to use when notifying workgroup
Varchar 40
notifymethod Method to use when notifying workgroup
Enum Owners, Alert, Email, Fax, Pager, Printer
parentwrkgroup_key Link to parent workgroup Integer
pkey Primary key. Serial X X
supervisor_key Supervisor of this workgroup. Integer
tenant_key Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
description Description Varchar 80
name Name Varchar 40 X
notificationaddr Address to use when notifying workgroup
Varchar 40
notifymethod Method to use when notifying workgroup
Enum Owners, Alert, Email, Fax, Pager, Printer
Attributes
Issue 2.0 June 2002 53
workgroupqueue
zipcode
pkey Primary key Serial X X
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
pkey Primary key. Serial X X
queue_key Integer
workgroup_key Integer
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
areacode Area code (phone) for the zipcode Varchar 3
city City for the zipcode Varchar 28
county County Name Varchar 25
fips FIPS code Varchar 5
preferred P = primary name for ZIP, A = approved alias, N = not approved
Char 1
state State for the zipcode Varchar 2
zip Zip or postal code Varchar 5
Attribute Name Attribute Description Data type LenValid Values Or Min/Max
Req HisReadOnly
55
CHAPTER 2HRQ DATA MODEL ALIASES
This chapter contains a table of data model aliases for HRQ.
For a graphical representation of the HRQ aliases and their relationships, refer to the Data Model Diagram included with this manual.
For a complete list of entities associated with these aliases, see “HRQ Data Model Entities and Attributes,” on page 9. For tables listing the parent/child relationships, see “HRQ Data Model Parent/Child Relationships,” on page 65.
Note: In some instances, field names are too long to display in a single line and have been broken to fit the columns. In these instances, the field names have been divided at the “.” or “_” mark. In all instances, the field names in various columns should be treated as single rather than multiple words.
Chapter 2 HRQ Data Model Aliases
56 Data Model Reference for HRQ
Aliases Table Alias Condition Tablesets Description
address address fulfillment, participant Same as table description
address addresscaller caller Same as table description
address locationaddress locationaddress. location_key IS NOT NULL
benefits Limits addresses to those that are for locations
address plocationaddress plocationaddress. location_key IS NOT NULL
benefits Limit address to one that is a parent location
appprofile appprofile q_lettergeneration, appprofile
Same as table description
appprofile qsc_appprofile appprofile Used for checking for existing Application Profile Records.
benefitplan benefitplan benefits Same as table description
benefitplan depbenefitplanGUI benefits Benefit plan for dependent (used in IFB GUI)
benefitplan participbenplanGUI benefits Benefit plan for participant (used in IFB GUI)
caller caller fulfillment, issue, caller, qsc_itempostprocess, q_authentication
Same as table description
caller caller_qsc caller Same as table description (used in IC Script)
caller customer webqauth External user of WebQ
caller dupcaller issue Used to perform duplicate checking on new callers
caller repos_customer q_repository Equates to caller only in the repository database
callerdocument0 callerdocument0 caller, qsc_itempost process
Same as table description
category category category, issue Same as table description
category issueesccategory escalations Category constraint on the issue escalation
Aliases
Issue 2.0 June 2002 57
category litordercategory appprofile Same as table description
category qsc_category escalations Issue category constraint used in IC Script
categorycodes categorycodes q_repository|
channel channel q_repository
contact contact issue Same as table description
document callerdoc caller A document linked to a caller
document document issue, qsc_itempost process
Stores documents located online
document issuedoc issue A document linked to an issue
employee agent agent.role_agent = 1 AND agent.deletedflag != 1
webqauth Employee to be assigned to WebQ requests
employee employee employee.deletedflag != 1
employee, q_property, q_repository, workgroup
Same as table description
employee empmanager empmanager. managerflag = 1 AND empmanager. deletedflag! = 1
employee An employee who is also a manager
employee fulfillmentagent fulfillmentagent. role_agent = 1 AND fulfillmentagent. deletedflag != 1
fulfillment An agent on this fulfillment
employee fulfillmentowner fulfillmentowner. role_support = 1 AND fulfillmentowner. deleted flag != 1
fulfillment An owner for this fulfillment
employee issueagent issueagent.role_agent = 1 AND issueagent.deletedflag != 1
issue Employee acting as an agent to record an issue
employee issueowner issueowner. role_support = 1 AND issueowner.deletedflag != 1
issue An employee responsible for issue resolution
employee issueowner1 issueowner1. role_support = 1 AND issueowner1. deletedflag!= 1
issue Used to search for issues for a workgroup's queue
employee manager manager.managerflag = 1 AND manager.deletedflag != 1
employee Employee's manager
Table Alias Condition Tablesets Description
Chapter 2 HRQ Data Model Aliases
58 Data Model Reference for HRQ
employee owner owner.role_support = 1 AND owner.deletedflag != 1
q_escalation Employee used in IC Script processing of escalations
employee stockowner stockowner. deletedflag != 1
litlibrary Employee who is knowledgable about stock and reorders it when supply runs low
employee taskagent taskagent.role_agent = 1 AND taskagent.deletedflag != 1
task Person who originally created the task either by hand or through templates
employee taskowner taskowner. role_support = 1 AND taskowner.deletedflag != 1
task Employee responsible for resolution of a task
employee taskowner1 taskowner1. role_support = 1 AND taskowner1. deletedflag != 1
task Used to search for tasks for a workgroup's queue
employee_old employee_old
employeeaddress employeeaddress employee, q_repository
Same as table description
employeeemail employeeemail employee, q_repository
Same as table description
employeephone employeephone employee. q_repository
Same as table description
emporganization emporganization employee Same as table description
emporganization pemporganization employee In a hierarchy, a parent employee organization
enrollment enrollment benefits Same as table description
enrollment enrollmentdep benefits Used to limit view to dependent enrollments
groupmember groupmember employee, issue, q_escalation, workgroup, task
Same as table description
groupmember_old groupmember_old
issue issue issue, q_escalation, qsc_itempostprocess, task
Same as table description
issue issuehistory issue Used to search for previous issues for a participant
Table Alias Condition Tablesets Description
Aliases
Issue 2.0 June 2002 59
issueaction issueaction escalations Same as table description
issuedocument0 issuedocument0 issue, qsc_itempostprocess
Same as table description
issueescalation issueescalation escalations Same as table description
issuetemplate issuetemplate category,issue Same as table description
itemlink itemlink issue, caller, qsc_item postprocess
No special difference from the table definition
jobgrade jobgrade benefits Same as table description
jobposition jobposition benefits Same as table description
litlineitem litlineitem fulfillment Same as table description
litorder litorder fulfillment, q_escalation
Same as table description
litorderaction litorderaction escalations Same as table description
litorderescalation litorderescalation escalations Same as table description
litstock fulfillmentstock fulfillment Same as litstock table description
litstock litpackagestock fulfillment Same as table description
litstock litstock litlibrary Same as table description
litstockpackage0 litpackageitems fulfillment Same as table description
litstockpackage0 litstockpackage0 litlibrary Same as table description
location location benefits Same as table description
location parentlocation benefits Limits location to one that is the parent to another location
organization organization benefits Same as table description
organization parentorganization benefits Limits view of organization to one that is parent to another
outcomecodes outcomecodes q_repository
package categorypackage category Package attached to a category for auto fulfillment
Table Alias Condition Tablesets Description
Chapter 2 HRQ Data Model Aliases
60 Data Model Reference for HRQ
package litpackage fulfillment Same as table description
package package litlibrary Same as table description
participant dependent dependent. dependent_flag = 1
benefits Same as table description
participant dependentGUI dependentGUI. dependent_flag = 1
benefits Dependant alias of participant used in the IFB GUI
participant participant participant. dependent_flag != 1
issue, participant, benefits
Same as table description --doesn't include dependents
participant participantmanager participantmanager. manager_flag = 1
benefits Limits participants to one who is a manager of another participant
participant selfparticipant caller A caller who is also a participant
participantdep participantdep benefits Same as table description
participantdep participantdepGUI benefits Intersection table allowing participant to have many dependents and dependents to belong to more than one participant used for the Dependent IFB
property property q_property Same as table description
propinstance propinstance q_property Same as table description
propsection propsection q_property Same as table description
propvalue propvalue q_property Same as table description
queue queue employee, q_repository
qw_alert qw_alert qw_alert
qw_batch qsc_batch qsc_template processing
qw_batch qw_batch q_lettergeneration, qw_batch
qw_batchgroup qw_batchgroup q_lettergeneration, qw_batchgroup
qw_consolelayout qw_consolelayout qw_consolelayout
Table Alias Condition Tablesets Description
Aliases
Issue 2.0 June 2002 61
qw_destination qw_destination q_lettergeneration, qw_destination
qw_doc qw_doc qw_doc
qw_eduviewerlayout qw_eduviewer layout qw_eduviewerlayout
qw_events qw_events qw_events
qw_flow qw_flow qw_flow
qw_flow_page_dhtml qw_flow_page_dhtml qw_flow_page_dhtml
qw_flow_page_xml qw_flow_page_xml qw_flow_page_xml
qw_flowset qw_flowset qw_flowset
qw_images qw_images q_lettergeneration, qw_images
qw_includedtmpl qw_includedtmpl q_lettergeneration, qw_includedtmpl
qw_item qsc_item qsc_template processing
qw_item qw_item qw_item, q_letter generation
qw_itempack qsc_itempack qsc_template processing
qw_itempack qw_itempack qw_itempack, q_lettergeneration
qw_reports basetmpl q_lettergeneration
qw_reports includedtmpl q_lettergeneration
qw_reports litorderpicklist litorderpicklist. reporttype = 0
appprofile The Report that is used for generating a Pick List for Fulfillment.
qw_reports qsc_template qsc_template processing
qw_reports qw_reports q_lettergeneration, qw_reports
qw_reporttmplpk0 qsc_tmpltmplpack qsc_template processing
qw_reporttmplpk0 qw_reporttmplpk0 q_lettergeneration, qw_reporttmplpk0
qw_response qw_response qw_response
qw_routinginfo qw_routinginfo q_lettergeneration, qw_routinginfo
qw_rptsched qw_rptsched qw_rptsched
qw_schedule qw_schedule qw_schedule
qw_templatepack fulfiltemplatepack fulfillment Template pack that was used for this fulfillment
qw_templatepack litpackagetemplate fulfillment Template pack that is part of a package
qw_templatepack packagtemplatepack litlibrary Template pack associated with a package
Table Alias Condition Tablesets Description
Chapter 2 HRQ Data Model Aliases
62 Data Model Reference for HRQ
qw_templatepack qsc_templatepack qsc_template processing
qw_templatepack qw_templatepack q_lettergeneration, qw_templatepack
reasoncodes reasoncodes q_repository
repos_contact repos_contact q_repository No special difference from the table definition
retirementplanelg retirementplanelg benefits Same as table description
solutionlink solutionlink issue Same as table description
task issuetask issue Same as table description
task task q_escalation,task same as table description
task taskqsc issue This is used in IC Scripts to determine if there are still open tasks before an issue can be closed.
taskaction taskaction escalations Same as table description
taskescalation taskescalation escalations Same as table description
tasktemplate tasktemplate category Same as table description
tenant tenant q_property, q_repository
Same as table description
wc_auth wc_auth caller, q_repository, q_authentication
No special difference from the table definition
webqauth webqauth webqauth, q_authentication
Same as table description
workgroup categoryworkgroup categoryworkgroup. deletedflag != 1
category A workgroup viewed with a category
workgroup fulfillmentwrkgrp fulfillmentwrkgrp. deleted flag != 1
fulfillment Workgroup assigned to this fulfillment
workgroup issueescworkgroup issueescworkgroup. deletedflag != 1
escalations Workgroup to escalate this issue to
workgroup issueworkgroup issueworkgroup. deleted flag != 1
issue Same as table description
workgroup issueworkgroup1 issueworkgroup1. deleted flag != 1
issue Used to search for issues for a workgroup's queue
Table Alias Condition Tablesets Description
Aliases
Issue 2.0 June 2002 63
workgroup litordescwrkgroup litordescwrkgroup. deletedflag != 1
escalations Workgroup to escalate this lit order to
workgroup taskescworkgroup taskescworkgroup. deletedflag != 1
escalations Workgroup to escalate this task to
workgroup tasktemplatewrkgrp tasktemplatewrkgrp. deletedflag != 1
category Workgroup viewed with a task template
workgroup taskworkgroup taskworkgroup. deleted flag != 1
task Workgroup responsible for resolution of a task
workgroup taskworkgroup1 taskworkgroup1. deleted flag != 1
task Used to search for tasks for a workgroup's queue
workgroup workgroup workgroup.deletedflag!=1
employee, q_escalation, q_property, q_repository, workgroup
Same as table description
workgroup_old workgroup_old
workgroupqueue workgroupqueue employee, q_repository
zipcode zipcode issue Same as table description
Table Alias Condition Tablesets Description
65
CHAPTER 3HRQ DATA MODEL PARENT/CHILD RELATIONSHIPS
This chapter contains a table that is a list of parent/child relationships for the HRQ entities.
For a graphical representation of the HRQ entities and their relationships, refer to the Data Model Diagram included with this manual.
For a complete list of the entities and attributes, see “HRQ Data Model Entities and Attributes,” on page 9. For a table containing the HRQ Aliases, see “HRQ Data Model Aliases,” on page 55.
Note: In some instances, field names are too long to display in a single line and have been broken to fit the columns. In these instances, the field names have been divided at the “.” or “_” mark. In all instances, the field names in various columns should be treated as single rather than multiple words.
Parent/Child RelationshipsThis table represents the key structure between the database table aliases. It contains both 1:M and M:N relationships. The Child Table column always contains a foreign key for a 1:M relationship.
Parent Table Child Table Relation Name M:N Req Description
agent webqauth agentwebqauth An employee acting as agent may enter an issue
basetmpl qw_includedtmpl basetmpl_qw_includedtmpl
caller address calleraddress A caller may have more than one postal address
caller addresscaller calleraddresscaller A caller may have more than one postal address
caller callerdocument0 caller_callerdocument0 X document to caller (M:N)
caller contact callercontact A caller may have many contacts (inbound interaction events)
caller litorder callerlitorder X The recipient (caller) of the fulfillment order
Chapter 3 HRQ Data Model Parent/Child Relationships
66 Data Model Reference for HRQ
caller wc_auth callerwc_auth Link that guarantees secure access for a caller
callerdoc callerdocument0 doc_callerdocument0 X Document to caller (M:N)
category issue categoryissue X An issue is of a category
category issuetemplate categoryissuetemplate What issue templates are options to select for this category
categorypackage category categorypackagecategory What fulfillment package pertains to this category
categoryworkgroup category workgroupcategory The default workgroup for issues linked to a category
contact issue contactissue X A contact may result in several issues
customer webqauth customerwebqauth A customer may enter issues
depbenefitplanGUI enrollmentdep benefitplanenrollmentdep One side of the many to many that links participant’s dependents to the many benefit plans they are currently enrolled in
dependent enrollmentdep dependentenrollmentdep One side of the many to many that links participant’s dependents to the many benefit plans they are currently enrolled in
dependentGUI participantdepGUI dependentGUIparticipantdepGUI Link from dependent to participant intersection for GUI display
employee groupmember employeegroup X An employee may belong to many workgroups
employee groupmember q_alertEmployeegroup X Links employees to workgroups (M:N)
emporganization employee emporganization_employee Signifies which employee organization this employee is a member.
fulfillmentagent litorder fulfillmentagentlitorder X The agent responsible for a fulfillment order
Parent Table Child Table Relation Name M:N Req Description
Parent/Child Relationships
Issue 2.0 June 2002 67
fulfillmentowner litorder fulfillmentownerlitorder The owner responsible for a fulfillment order
fulfillmentstock litlineitem fulfillmentstocklitlineitem X Every line item is an instance of an entry in the literature stock table
fulfillmentwrkgrp groupmember fulfillmentworkgroupgroup member X Used to assign employees to a fulfillment workgroup
fulfillmentwrkgrp litorder fulfillmentwrkgrplitorder The workgroup responsible for a fulfillment order
fulfiltemplatepack litorder fulfiltemplatepacklitorder Templatepack that is associated with a fulfillment order
includedtmpl qw_includedtmpl includedtmpl_qw_includedtmpl
issue issuedocument0 issue_issuedocument0 X Issue to document (M:N)
issue issuetask issuetaskIFB Used in IFB for issues to show all tasks without conflicting with the task alias
issue litorder issuefulfillment Each fulfillment order must be related to an issue
issue task issuetask An issue can have many tasks
issueagent issue agentissue X The agent responsible for an issue
issuedoc issuedocument0 doc_issuedocument0 X Document to issue (M:N)
issueesccategory issueescalation issueesccategoryissueescalation Category constrains the escalation of an issue
issueescworkgroup groupmember issueworkgroupgroupmember X Used to assign employees to an issue workgroup
issueescworkgroup issueescalation issueescworkgroupissue escalation X Specifies the workgroup to be notified in an escalation rule
issueowner issue ownerissue The owner responsible for an issue
issueowner1 groupmember issue_ownergroup_s X Used to search for issues for a workgroup’s queue
Parent Table Child Table Relation Name M:N Req Description
Chapter 3 HRQ Data Model Parent/Child Relationships
68 Data Model Reference for HRQ
issuetemplate tasktemplate issuetemplatetasktemplate There may be several task templates for an issue template
issueworkgroup groupmember issueworkgroupgroupmember X Links a workgroup that is doing issue processing to pertinent employees
issueworkgroup issue workgroupissue The workgroup responsible for an issue
issueworkgroup1 groupmember issue_workgroupgroup_s X Used to search for issues for a workgroup’s queue
issueworkgroup1 issue issue_workgroupissue_s Used to search for issues for a workgroup’s queue
jobgrade participant jobgradeparticipant What is the current job grade for a participant
jobposition participant positionparticipant What are the job positions, present and past, for this participant
litorder litlineitem litorderlitlineitem X An order may have many line items
litordercategory appprofile defaultcategoryappprofile Link made by administrator to use as default category for orders without issues
litorderpicklist appprofile litorderpicklistappprofile The Report that is used for generating a Pick List for Fulfillment.
litordescwrkgroup litorderescalation litordewrkgrouplitordescalation X Specifies the workgroup to be notified in an escalation rule
litpackage litpackageitems litpackagelitpackageitems X Links items in a fulfillment package to the package
litpackagestock litpackageitems litpackagestocklitpackageitems X Links stock in the fulfillment package to the package
litpackagetemplate litpackage litpackagetemplatelitpackage Package associated with the litpackage
litstock litstockpackage0 litstock_litstockpackage0 X litstock to package (M:N)
litstock package litstockpackage X A package is made up of many stock items
Parent Table Child Table Relation Name M:N Req Description
Parent/Child Relationships
Issue 2.0 June 2002 69
location locationaddress locationaddress Links postal addresses to participant’s location
location participant locationparticipant Where is this participant located
manager employee manageremployee A manager has many employees
organization participant organizationparticipant What organization does the participant work for
package litstockpackage0 package_litstockpackage0 X package to litstock (M:N)
packagtemplatepack package packagetemplatepackpackage Template package that is linked to a predefined package
parentlocation location parentlocation What subsidiary locations does this location have
parentlocation plocationaddress plocationplocationaddress What addresses does this parent location have
parentorganization organization parentorganization What subsidiary organizations are under this organization
participant enrollment participantenrollment One side of the many to many that links participants to the many benefit plans they are currently enrolled in
participant issue participantissue A participant may have many issues
participant issuehistory participantissuehist A participant may have had issues in the past
participant participantdep participantparticipantdep X What dependents does this participant have
participant participantdepGUI participantparticipantdepGUI X Used in IFB GUI for Participant Dependent link
participant retirementplanelg participantretirementplan Links the participant to their individual retirement plan data
participantmanager participant managerparticipant Who does this manager manage
Parent Table Child Table Relation Name M:N Req Description
Chapter 3 HRQ Data Model Parent/Child Relationships
70 Data Model Reference for HRQ
participbenplanGUI enrollment benefitplanenrollment One side of the many to many that links participants to the many benefit plans they are currently enrolled in
qsc_template qsc_tmpltmplpack templatetmpltmplpack X One half of the many to many implementing many templatepack to many templates
qsc_templatepack qsc_tmpltmplpack templatepacktmpltmplpack X One half of the many to many implementing many templatepack to many templates
queue workgroupqueue queueworkgroupqueue
qw_batch qw_routinginfo qw_batch_qw_routinginfo X
qw_destination qw_routinginfo qw_destination_qw_routinginfo
qw_reports qw_routinginfo qw_reports_qw_routinginfo X
repos_customer contact repos_customerrepos_contact Captures the fact that a customer has made contact with the tenant organization. Used in IC Repository database
selfparticipant caller selfcaller This is set through IC Scripts if that agent says the caller is the participant.
stockowner litstock stockownerlitstock The owner responsible for the literature stock
taskagent task taskagenttask The agent who created the task
taskescworkgroup taskescalation taskescworkgrouptaskescalation X Workgroup that could be notified regardless of who is attached to the task.
taskowner issuetask taskownerissuetask Who is responsible to complete the instance of tasks for issues
taskowner task taskownertask The owner responsible for a task
taskowner1 groupmember task_ownergroup_s X Used to search for tasks for a workgroup’s queue
tasktemplatewrkgrp tasktemplate workgroupqtask The workgroup to be assigned to a task
taskworkgroup groupmember task_workgroupgroup_s X Used to search for tasks for a workgroup’s queue
Parent Table Child Table Relation Name M:N Req Description
Parent/Child Relationships
Issue 2.0 June 2002 71
taskworkgroup groupmember taskworkgroupgroupmember X Used to assign employees to a task workgroup
taskworkgroup issuetask taskworkgroupissuetask X What group is responsible to complete the instance of tasks for issues
taskworkgroup task task_workgrouptask_s X Used to search for tasks for a workgroup’s queue
taskworkgroup task taskworkgrouptask X The workgroup responsible for a task
workgroup groupmember q_alertWorkgroupgroup X Links employees to workgroups (M:N)
workgroup groupmember workgroupgroup X A workgroup has many employees
workgroup workgroupqueue workgroupworkgroupqueue
Parent Table Child Table Relation Name M:N Req Description
73
Aaddress 10, 13appprofile 10, 13
Bbenefitplan 10, 14
Ccaller 10, 14callerdocument0 10, 15category 10, 15categorycodes 10channel 10contact 10, 16
Ddocument 10, 17
Eeducational services 7employee 10, 17employee_old 10, 19employeeaddress 10, 20employeeemail 10, 21employeephone 10, 21emporganization 10, 21enrollment 10, 22Entities 10, 56
Ggroupmember 10, 22groupmember_old 10, 22
Iissue 10, 23issueaction 10, 24issuedocument0 10, 25issueescalation 10, 25issuetemplate 10, 26itemlink 10, 26
Jjobgrade 10, 27jobposition 10, 27
Llitlineitem 11, 27litorder 11, 27litorderaction 11, 28litorderescalation 11, 29litstock 11, 29litstockpackage0 11, 30location 11, 30
Oorganization 11, 31outcomecodes 11
Ppackage 11, 31participant 11, 31participantdep 11, 32property 11, 32propinstance 11, 33propsection 11, 34propvalue 11, 34
Qqueue 11qw_alert 11qw_batch 11, 36qw_batchgroup 11, 37qw_consolelayout 11, 37qw_destination 11, 37qw_doc 11, 38qw_eduviewerlayout 11, 38qw_events 11, 39qw_flow 11, 39qw_flow_page_dhtm 40qw_flow_page_dhtml 12qw_flow_page_xml 12, 40qw_flowset 12, 40qw_images 12, 40qw_includedtmpl 12qw_item 12, 41
INDEX
74 Data Model Reference for HRQ
Index
qw_itempack 12, 42qw_reports 12, 42qw_reporttmplpk0 12, 43qw_response 12, 43qw_routinginfo 12, 43qw_rptsched 12, 43qw_schedule 12, 44qw_templatepack 12, 45
Rreasoncodes 12repos_contact 12, 46retirementplanelg 12, 48
Ssolutionlink 12, 48
Ttask 12, 48taskaction 12, 49taskescalation 12, 50tasktemplate 12, 50tenant 12, 51
Wwc_auth 12, 51webqauth 12, 52workgroup 12, 52workgroup_old 12, 52workgroupqueue 12
Zzipcode 12, 53