The data used in creating measures and attributes for your contact center’s database is organized into datasets. The dataset — a set of related measures, attributes, or both — is the basic organizational unit for these data.
Datasets are connected to one another to create exclusive relationships. For example, Dataset A might be connected to Dataset B, but not to Dataset C. Dataset B, on the other hand, is connected to Dataset C. This means that A can interact with B but not with C, and vice versa. However, B can interact with both A and C.
Try to imagine datasets as boxes with data in them. Datasets that are connected to one another constitute a logical data model (LDM). LDMs are used to determine which data can interact with other data.
The two most important datasets are segment and agent state.