This document provides an overview of the Extract Entity Relationship Diagram (ERD) for all Voice, Digital, and Agent data extracts. The ERD shows the physical data model created from the available extracts and acts as the primary reference for understanding how data connects across domains. It explains how the extract datasets relate to each other, clarifies relationships within each extract, defines accurate data navigation paths, and supports reliable reporting and analytics.

Architectural Overview

The extract ecosystem is structured into three logical domains:

Domain Architecture

The domain architecture is explained for three domains. Each one of these is explained below:

• Voice Domain Architecture

• Digital Domain Architecture

• Agent Domain Architecture

An anchor entity allows all extracts to be mapped consistently by providing one common reference point across the system, i.e. it can be used to map all the extracts.

Composite Key Combination

Apart from anchor entities, such as a primary key like Conversation_ID, Case_Number, or Agent_ID—all extracts rely on composite key combinations. These combinations are designed to:

• Uniquely identify every event, interval, or record.

• Prevent duplicate records by enforcing structural uniqueness.

• Maintain the correct level of granularity for each entity.

• Ensure accurate joins between related datasets.

• Protect data integrity during reporting and aggregation.

Composite keys typically pair the anchor identifier with contextual attributes, such as timestamps, agent identifiers, queue identifiers, or event‑specific fields. This structure ensures that repeated lifecycle actions, like transfers, queue entries, macro applications, or status updates, are captured clearly and without ambiguity.

Voice Domain Architecture

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Anchor Entity

Within the Voice Domain Architecture, the Conversation ID stands as the principal entity. This Conversation entity denotes a single voice interaction (or call) and functions as the foundational element for all voice-related reporting.

Composite Key Combination

You can refer to Composite Key Combination section to understand how it works. The examples of compostite keys for Voice Domain Architechture are enlisted below:

The composite keys for the Detailed Call State Extract are as follows:

• Conversation ID

• Call States

• Caller for the particular conversation state

• Call States Actual Time (Epoch)

Voice Navigation Guide

Starting from Conversation_ID, you can access the complete interaction footprint, including:

• All agent‑handling metrics

• The full transfer and escalation history

• Queue transitions and corresponding SLA behavior

• The detailed IVR path navigated by the customer

• Every call lifecycle state

• Any associated callback records

Digital Domain Architecture

Anchor Entity

Within the Digital Service Architecture, the Case entity serves as the primary anchor. Identified by its Case_Number as the principal key, this entity represents a single customer case created across digital channels and forms the foundational element for all case‑related tracking, workflows, and reporting.

Composite Key Combination

You can refer to Composite Key Combination section to understand how it works. The examples of compostite keys for Digital Domain Architechture are enlisted below:

The composite keys for the Case Summary Extract are as follows:

• Case Number

• Case Creation Time

• Channel (All)

• Case Associated Customer

Digital Navigation Guide

Starting from  Case_Number, you can retrieve:

• Complete message history

• Queue dwell time analysis

• Agent assignment intervals

• Macro usage behavior

• Survey performance

• Processing clock tracking

• SLA adherence behavior

Agent Domain and Cross Domain Logic

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Anchor Entity

Within the Unified Service Architecture, the Agent entity is defined by Agent_ID as its primary key and serves as the connective layer between the Voice and Digital domains. While these domains do not directly integrate with one another, they both anchor their operational alignment through the Agent_ID, making the Agent entity the pivotal bridge across the two ecosystems.

Composite Key Combination

You can refer to Composite Key Combination section to understand how it works. The examples of compostite keys for Digital Domain Architechture are enlisted below:

The composite keys for the Login and Logout Extract are as follows:

• Agent ID

• Session ID

Agent as Cross-Domain Bridge

The Voice and Digital domains don’t connect directly.

They link through:

• Agent_ID

Best Practices

• Always join using defined pairs.

• Understand entity granularity before joining.

• Joining event tables may increase row counts.

• Aggregate carefully when combining interval and event entities.