Interaction Data Warehouse Server Role

If the database server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system. is used with remote SQL Servers (SQL Farms/Clusters), do not configure the TempDB data storage parameter.

The customer owns the SQL server and its configuration, including TempDB data storage parameter values.

SQL Server Details

Parameter	Description
SQL Server Host Address	Type the SQL server host address of the Framework Data Warehouse Server role in the Data Center used to store Scorecard metrics and processed data for reporting purposes. Database server. The instance name is not required. Default Value: Value provided during the installation process.
SQL Server Port	Type the SQL server port number of the Interaction Data Warehouse Server role in the Data Center that is used to store recording, Quality Monitoring (QM), and Speech Analytics data for reporting purposes. Database server. Default Value: 1433 Options: Any number between 0 and 65535

Parameter

Description

SQL Server Host Address

Type the SQL server host address of the Framework Data Warehouse Server role in the Data Center used to store Scorecard metrics and processed data for reporting purposes. Database server. The instance name is not required.

Default Value: Value provided during the installation process.

SQL Server Port

Type the SQL server port number of the Interaction Data Warehouse Server role in the Data Center that is used to store recording, Quality Monitoring (QM), and Speech Analytics data for reporting purposes. Database server.

Default Value: 1433

Options:

Any number between 0 and 65535

Database Sizing

These values are customized for each customer and documented in the "EM Config" tab of the Customer Furnished Equipment (CFE) Guide prepared for the customer site. If this tab is hidden in your CFE Guide, unhide it.

Parameter	Description
Database Storage Allocation (GB)	Set the total size that will be allocated to the database’s data and index Repository of transcribed interactions, which are used for analysis in Speech Analytics. files. Default Value: 30 Options: Minimum value of 0.001
Transaction Log Storage (GB)	Set the size that will be pre-allocated to the database’s transaction log. Default Value: 2 Options: Any number between 1 and 128
Tempdb Data Storage (GB)	Set the size that will be pre-allocated to the Tempdb data files, up to a maximum value of 64 GB. Default Value: 4 Options: Any number between 1 and 64
Tempdb Log Storage (GB)	Set the size that will be pre-allocated to the Tempdb log file. Valid values: from 1GB to 10GB. Default Value: 2 Options: Any number between 1 and 10

Retention

Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. are deleted from the Interaction Data Warehouse according to the Contact Segments Retention Period setting defined for the Enterprise Manager Database role. If one of the following conditions exist, interactions are not deleted, even if the retention period has passed:

The interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. has an evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. associated with it that has not yet been deleted (according to the retention period defined for evaluations).
The interaction appears in one or more evaluation folders and the retention period defined for the folder has not yet passed.
The interaction is archived in a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and the retention period defined for the campaign has not yet passed.

Parameter	Description
Contact Segments Retention Period (days)	Set the number of days the database retains the contact The entire communication experience for a customer, from beginning to end. segments. This setting applies to unevaluated and non-archived interactions. Unevaluated interactions may get purged sooner if the Unevaluated and Non-Flagged Contacts Segments Retention Period is less than the Contact Segments Retention Period. Default Value: Clear Options: Any number between 1 and 50000
Evaluations Retention Period (days)	Set the number of days the database retains the evaluations. Default Value: Clear Options: Any number between 1 and 50000
Fully Automated Evaluations Retention Period (days)	Set the number of days the database retains fully automated evaluations. Default Value: 60 Options: Any number between 1 and 730
Unevaluated and Non-Flagged Segments Retention Period (days)	Set the number of days the database retains the unevaluated and non-flagged contacts. This setting applies to unevaluated, non-flagged, and non-tagged interactions. If an interaction is evaluated, flagged, or manually tagged (user adds an annotation), it will not get purged after this period. Default Value: 30 Options: Any number between 1 and 50000
Contact Segments Retention Quantity (millions)	Set the number of contact segments the database retains. This setting applies to non-archived and unevaluated interactions. Unevaluated interactions may get purged sooner if the Unevaluated and Non-Flagged Segments Retention Period has passed. Default Value: Clear Options: Any number between 0.000001 and 2000
Evaluations Retention Quantity (millions)	Set the number of evaluations the database retains. This setting does not apply to automated evaluations. Automated evaluations are retained for 60 days (not configurable). Default Value: Clear Options: Any number between 0.000001 and 50

Data Warehouse ETL

Parameter	Description
Data Warehouse ETL Frequency (minutes)	Set the ETL recurrence interval in minutes from Contact Database Server role in the Data Center that includes long-term interactions. The Contact Database is optimized for searching operations, and interactions are inserted and updated in bulk operations. and QM database to the Interaction Data Warehouse. Default Value: 20 Options: Any number between 1 and 10080
Chunk Size (minutes)	Set the number of minutes of data retrieved per iteration. Default Value: 5 Options: Any number between 0 and 999
Real-Time Buffer (minutes)	Set a minimum length in minutes that a record must exist to be included in an ETL iteration. Default Value:240 Options: Any number between 0 and 999
Delay Between Chunk Intervals (seconds)	Set an interval in seconds between successive calls to the same operation. Default Value: 5 Options: Any number between 0 and 999

Data Warehouse Aggregation

Parameter	Description
Frequency for Building Aggregations (hours)	Set the recurrence interval in hours for aggregation. Default Value: 6 Options: Any number between 1 and 12
Chunk Size (hours)	Set the number of hours of data retrieved per iteration. Default Value: 6 Options: Any number between 1 and 12
Real-Time Buffer (hours)	Set a minimum length in hours that a record must exist to be included in an aggregation. Default Value: 12 Options: Any number between 12 and 999
Delay Between Chunk intervals (seconds)	Set a minimum length in seconds that a record must exist to be included in an aggregation. Default Value: 2 Options: Any number between 0 and 2

Data Access Layer

Parameter	Description
Default Timeout (seconds)	Set the interval in seconds after which query processing times out. Default Value: 30

Parameter

Description

Default Timeout (seconds)

Set the interval in seconds after which query processing times out.

Default Value: 30