PCM Raw data Ticket Performance View
vwcm_ticket_performance
|
Column name |
Data type |
Description |
|
ticket_number |
bigint |
Ticket reference number |
|
ticket_id |
bigint |
Unique ticket ID number |
|
channel |
nvarchar(1000) |
Name of the Channel |
|
subject |
nvarchar(1000) |
Subject of the ticket |
|
team_id |
int |
Team unique ID number |
|
team |
nvarchar(1000) |
Team Name |
|
assigned_to |
nvarchar(200) |
Name of user ticket is assigned to |
|
priority_id |
int |
Unique ID given to the priority |
|
priority |
varchar(200) |
Description of the priority |
|
tags |
nvarchar(8000) |
comma delimited description of tags |
|
n_reassigns |
int |
Number of times ticket re-assigned |
|
users_responsible |
nvarchar(8000) |
List of responsible users |
|
n_msgs_received |
int |
Number of inbound messages received |
|
dte_latest_message |
datetime2 |
Date/Time of latest message |
|
n_msgs_sent |
int |
Number of messages sent |
|
dte_first_reply |
datetime2 |
Date/Time of first reply |
|
dte_last_reply |
datetime2 |
Date/Time of latest reply |
|
total_reply_time |
bigint |
Time between ticket creation and reply |
|
sec_resolution_time |
bigint |
Time between ticket creation and resolution |
|
resolved_within_sla |
int |
Boolean. 0=false, 1=true |
|
post_it_note |
nvarchar(1000) |
Post-It note recorded against ticket |
|
customer_email_address |
nvarchar(1000) |
Email address of linked customer |
|
organisation |
nvarchar(1000) |
Name of linked Organisation |
|
status_id |
int |
ID of the ticket status |
|
status |
varchar(200) |
Decription of the ticket status |
|
dte_ticket_created |
datetime2 |
Date/Time of ticket creation |
|
dte_first_user_assigned |
datetime2 |
Date/Time of first user assigned |
|
dte_first_resolved |
datetime2 |
Date/Time ticket was first resolved |
|
dte_last_resolved |
datetime2 |
Date/Time of ticket latest resolve |
|
form |
nvarchar(1000) |
Description of Form applied |
|
parent_ticket_number |
bigint |
Ticket reference of linked Parent ticket |
|
child_ticket_refs |
varchar(8000) |
Comma delimited linked child tickets |
|
dte_ticket_record_last_update |
datetime2 |
Date/Time of ticket last update |