CXONE Data Process Overview
Consolidated process path for CXONEDEDICATED and CXONERETAIL covering agent-skill history maintenance, interval reconciliation, dedicated modeled fact builds, takeover aggregation, and TPM archival movement.
Overview
Two CXONE domains run shared-core DIM and interval logic through wrappers, with dedicated-only modeled fact and takeover processing layered on top.
Business Purpose
Ensure contact-level and interval-level consistency, preserve attribution-ready agent skill history, and produce governed datasets consumed by downstream operations reporting.
Technology Stack
Business Impact
Gaps in interval sync, skill SCD state, or dedicated fact rebuilds can distort service-level, takeover, and workforce interval analytics.
Domain Coverage
2 domains in scope: CXONEDEDICATED and CXONERETAIL.
Execution Cadence
Hourly at minute 05/35 and 25/55, plus daily TPM archival at 07:25 ET.
Objects in Scope
7 active tasks and 7 core/dedicated procedures across MODELED and TPM paths.
Orchestration Model
Schedule-driven tasks without AFTER-chain dependencies in this process group.
Execution Cadence (Eastern Time)
| Schedule | Task | Domain |
|---|---|---|
| Hourly at minute 05 and 35 | TASK_SPPOPULATEDIMAGENTSKILLTABLES | CXONEDEDICATED.MODELED, CXONERETAIL.MODELED |
| Hourly at minute 25 and 55 | TASK_SPINTERVALCONTACTSYNC | CXONEDEDICATED.MODELED, CXONERETAIL.MODELED |
| Hourly at minute 25 and 55 | TASK_SPPOPULATEFACTINTERVALTIME | CXONEDEDICATED.MODELED |
| Hourly at minute 25 and 55 | TASK_SPPOPULATEFACTTAKEOVERS | CXONEDEDICATED.MODELED |
| Daily at 07:25 | TASK_UPDATEAGENTSTATISTICS | CXONEDEDICATED.TPM |
Operational note: tasks sharing the same cron minute are effectively concurrent and may overlap at runtime.
Domain Behavior Difference
| Wrapper | Core Procedure | P_INCLUDE_FACT_INTERVALS | Effect |
|---|---|---|---|
| CXONEDEDICATED.MODELED.SP_INTERVAL_CONTACT_SYNC | DATASTORE.MODELED.SP_CXONE_INTERVAL_CONTACT_SYNC_CORE | TRUE | Optional modeled fact back-fill is enabled during interval reconciliation. |
| CXONERETAIL.MODELED.SP_INTERVAL_CONTACT_SYNC | DATASTORE.MODELED.SP_CXONE_INTERVAL_CONTACT_SYNC_CORE | FALSE | Modeled fact back-fill is skipped in this path. |
End-to-End Process Flow
- Refresh agent-skill assignment history using an SCD-style pattern across both domains.
- Reconcile contact-level and interval-level source structures to restore interval completeness.
- Build and maintain dedicated modeled interval facts for interval reporting outputs.
- Build dedicated takeover aggregates for operational takeover analytics.
- Archive dedicated TPM current rows into history and prune active TPM footprint.
- Validates target identifiers and reads the max processed poll time watermark from DIM_AGENTSKILLMASTER.
- Stages new AGENT_SKILLS snapshots above watermark and iterates distinct poll times.
- Compares current and incoming per-agent skill states to close prior current rows on change.
- Inserts new DIM_AGENTSKILLMASTER and DIM_AGENTSKILLDETAIL rows, plus sentinel records.
- Logs status, row counts, and run metadata to shared procedure-run telemetry.
Why this exists: preserve effective-dated skill membership history used for attribution correctness in interval analytics.
- Validates dynamic object identifiers and computes lookback cutoff (default 4 days).
- Backfills null CONTACTSTARTDATETIME in CONTACTSCOMPLETED from CONTACTSTART.
- Inserts missing interval rows from contact-level rows for Agent, Agent+POC, Queue, and POC datasets.
- Per wrapper setting, optionally inserts missing modeled interval fact rows (dedicated enabled, retail disabled).
- Logs execution status, row counts, and details payload via shared logging procedure.
Why this exists: prevent interval-reporting gaps when contact-level data exists but interval structures are incomplete.
- Computes earliest impacted interval based on recent modeled interval-view inserts.
- Builds temporary distinct agent-interval aggregates and applies skill mapping from DIM_AGENTSKILL tables.
- Deletes overlapping slices in FACT_AGENTSKILLINTERVALTIME and FACT_SKILLINTERVALTIME.
- Reinserts detailed and rollup rows, excluding invalid and outbound skill entries.
- Logs row counts, query IDs, and status payload details.
Why this exists: produce reprocessable, consistent 30-minute interval facts for workforce and performance reporting.
- Deletes target-period takeover rows in FACT_TAKEOVERS using RUNDATE.
- Reads modeled contact detail from VW_CONTACTSCOMPLETED.
- Filters to takeover contacts where ISTAKEOVER = 1 and SERVICELEVELFLAG = -1.
- Aggregates by interval, campaign, skill, POC, and agent and inserts counts and seconds metrics.
Why this exists: support takeover-specific operational reporting and workload impact analysis.
- Computes UTC cutoff at current date minus 2 days from a US/Pacific baseline.
- Inserts older current rows from TPM.AGENTSTATISTICS into TPM.AGENTSTATISTICS_HISTORY.
- Deletes moved rows from TPM.AGENTSTATISTICS.
Why this exists: retain historical TPM statistics while keeping the current table lean for active workloads.
Process-to-Table Data Flow
| Flow | Primary Sources | Primary Targets | Outcome |
|---|---|---|---|
| Agent Skill SCD (both domains) | <DOMAIN>.DBO.AGENT_SKILLS | <DOMAIN>.MODELED.DIM_AGENTSKILLMASTER, <DOMAIN>.MODELED.DIM_AGENTSKILLDETAIL | Effective-dated skill membership history per agent. |
| Interval Reconciliation (both domains) | CONTACTSCOMPLETED plus AGENT/QUEUE/POC contact-level tables | CONTACTSCOMPLETED typed timestamp and interval structures in DBO | Restored interval completeness across contact-center performance structures. |
| Dedicated Interval Fact Build | Dedicated modeled interval views plus DIM_AGENTSKILL tables | FACT_AGENTSKILLINTERVALTIME, FACT_SKILLINTERVALTIME | Rebuilt affected interval facts with skill-aligned metrics. |
| Dedicated Takeover Build | CXONEDEDICATED.MODELED.VW_CONTACTSCOMPLETED | CXONEDEDICATED.MODELED.FACT_TAKEOVERS | Takeover counts and duration metrics for operations analytics. |
| Dedicated TPM Archival | CXONEDEDICATED.TPM.AGENTSTATISTICS | CXONEDEDICATED.TPM.AGENTSTATISTICS_HISTORY | Historical retention with current-table pruning. |
Shared Dependencies and Telemetry
Logged telemetry includes status, invocation mode, task name, snapshot date, rows affected, query ID, error details, and structured procedure-details payload.
Explicit Scope Exclusions
- TASK_SP_POPULATE_CEH_SHORTABANDONS is intentionally excluded from this overview.
- Client-data generation procedures and client-data-oriented process paths are intentionally excluded from this overview.
- TASK_SPPOPULATEFACTSKILLCALLPROFILE is not included because the matching procedure definition is not present in repository SQL.