Databases Reference
In-Depth Information
The CALL CONTACT table will be used with a
screen form that has the employee collect initial infor-
mation about the customer and purpose of the call.
The ONLINE CONTACT table will store a complete
transcript of customers who contact the service cen-
ter through an Internet chat program. Both CALL
CONTACT and ONLINE CONTACT must give you a
way of identifying the customer, time and date of the
contact, the employee, the general call category, and
whether or not the problem was resolved.
4.
You may need to split the CALL CONTACT and
ONLINE CONTACT tables if they become too
large (contain too many rows). What should you
use to filter the rows? Justify your answer.
5.
At minimum, what information in the ONLINE
CONTACT table would be needed to enforce en-
tity integrity? How can you minimize the space
needed to relate other tables to the ONLINE
CONTACT table?
6.
You want to restrict each manager to seeing in-
formation relating to employees he or she man-
ages in the ONLINE CONTACT, CALL CONTACT,
and CALL COMMENT tables. How can you en-
force this, considering the volatility of the infor-
mation? What could you add to these tables to
optimize the data retrieval?
1.
How can you avoid the need to store detailed
information about a customer in the CALL
CONTACT and ONLINE CONTACT tables?
2.
Chat sessions can sometimes run on for an hour
or more. What category of data type should you
use to store the transcript and why?
3.
What can you do to optimize performance when
looking up entries in the CALL COMMENT table?
