Cubes

Introduction to cubes in ConSol CM

Cubes are views on the DWH database. A cube consists of a single table which joins all the necessary data for reporting on the cases of a given queue. The Cubes page allows to create such a view without having to manually execute SQL statements on the DWH database.

Definitions

• DWH: Abbreviation for data warehouse, a database which contains data from ConSol CM in a data model tailored specifically for reporting purposes
• CMRF: Abbreviation for ConSol CM Reporting Framework, a ConSol CM module in charge of transferring data to the DWH database
• cube: A view on the DWH database which contains data needed for reporting

Purpose and usage

Cubes are views on the DWH database. A cube consists of a single table which joins all the necessary data for reporting on the cases of a given queue. By default, a cube contains case data. Optionally, contact data can be included as well. The localized names of the data fields are used as column names and for list values to facilitate a user-friendly naming in the created reports. Cubes can be used by CM/EBIA.

info

Cubes can only be created if the DWH database has been initialized correctly.

Cube content

The cube table, i.e. the view in the DWH database, contains one row for each case. The following columns are present by default:

• Basic case data: ID, name, subject, queue, scope, creation date, close date
• Assignee data: first name, last name, login
• Case fields: all fields which have the setting Transfer to DWH, except for lists and tables
• Person: reference to the main contact of the case, this can be either a person or a company: ID and customer group
• Company: reference to the company of the main contact: ID

Optionally, the table can have columns for the following fields:

• Person fields: all fields of the main contact which have the setting Transfer to DWH, except for lists and tables
• Company fields: all fields of the main contact's company which have the setting Transfer to DWH, except for lists and tables

IDs

The IDs used in the cube are the IDs from the DWH, not the IDs which the objects have in ConSol CM.

Cube settings

The following settings can be made for a cube:

• Cube name: The name of the cube, i.e. the name of the view in the DWH database.
• Include person data fields in the cube: Determines whether the data fields of the main contact should be included in the cube.
• Include company data fields in the cube: Determines whether the data fields of the main contact's company should be included in the cube.
• Select queues: Select one or several queues whose cases should be included in the cube.
• Select locale: Select the language which should be used for column names and list values. The localized field names are used as column names for the columns which contain values of data fields. The other column names can be configured using labels. The corresponding label names start with cmrf.cube.

The cube overview also shows the date when the cube was created and last updated.

Basic tasks

Managing cubes

You can perform the following actions on cubes:

• Create a new cube: Click the New cube button above the list of cubes and make the required settings, see Cube settings.
• Edit a cube: Click the Edit icon or the cube's row and update the desired data in the edit panel on the right. The cube is automatically regenerated to apply the changes
• Regenerate a cube: Click the Regenerate icon to recreate the cube. This action is required if there are changes to the setting Transfer to DWH, localized labels of data fields or localized list values. Otherwise, these changes are not reflected in the cube.
• Delete a cube: You can delete a cube by clicking the Delete icon. The respective view is dropped from the DWH database.

All actions related to cube management take a while. You can see the status in the Status column of the cube overview.