This tutorial explains how to integrate business services, such as the Conversation Platform, into EGDL for data enrichment or retrieval. Begin by watching the Data Lake overview video. Then explore the data schemas available in EG Data Lake with the Hue and Qubole data query tools.
Data Lake overview: Introduction to Conversation Domain Data
The following matrix describes the primary entities available for use and exploration in the EGDL Conversation Database.
| Data Table | Description | Table Name and Schema |
|---|---|---|
| Conversation | Any service engagement generated by the Conversation Platform and administered by the Virtual Agent (VA) or human agent. It can be a chat, a voice call, or a Service Request. | conversation.platform_eg_conversation_domain_event_v2 Schema: Data Hub - Conversation |
| Conversation Skill | A Skill (or Objective) represents a Business Function that performs specific operations. A Task represents the most granular unit of work needed to accomplish a Business Function. | conversation.platform_eg_skill_domain_event_v2 Schema: Data Hub - Conversation Skill |
| Message | A message sent from or received by the VA or agent during a text-based Conversation. | conversation.platform_eg_message_domain_event_v2 Schema: Data Hub - Message |
| Channel Origin | An identifier that allows the Partner to configure the Customer experience based on where they access a channel from. Channels include C3, Phone, Web, VNext, Service Request etc. | conversation.platform_eg_channelorigin_domain_event_v2 Schema: Data Hub - Channel Origin |
| Participant | Represents each individual that participated in the Conversation. A Participant can be a traveler, agent, supplier, or Virtual Agent (VA). | conversation.platform_eg_participant_domain_event_v2 Schema: Data Hub - Participant |
| Participant Session | Captures the details of each Participant's experience who initiates or joins the Conversation. A Participant Session begins when the Participant joins or is invited to join the Conversation and ends when the Participant leaves the Conversation. | conversation.platform_eg_participant_session_domain_event_v2 Schema: Data Hub - Participant Session |
| Partner | An entity partnering with the Conversation Platform. Internal as well as external. e.g. Expedia, Orbitz, Chase, etc. | conversation.platform_eg_partner_domain_event_v2 Schema: Data Hub - Partner |
| User (Agent) | A Conversation Platform User - Human Agent. | conversation.platform_eg_user_domain_event_v2 Schema: Data Hub - User (CPCE Agent) |
| Agent Queue | A vector used to queue customer conversation requests for Human Agents. | conversation.platform_eg_agent_queue_domain_event_v2 Schema: Data Hub - Agent Queue |
| Survey | Captures answer details of the online survey offered to a customer within the conversation. While it is possible to retrieve answers for a specific survey question, all answers to survey questions are reported in a generic fashion. | conversation.platform_eg_survey_domain_event_v2 Schema: Data Hub - Survey |
There are two main tools you can use to query data in EG Data Lake (EGDL): Qubole and Hue. You may want to compare their limitations and primary use cases at Hue vs. Qubole.
To learn more about how to access and consume data residing in EG Data Lake (EGDL), explore the EGDL Customer Portal.