5.3.10

4.13 Disposition Code Distribution Report:

• Dataset Report_DispositionCodesDistribution, new fields:
  • DispositionCodeCategory
  • DispositionCodeSubCategory
       
• Parameter: @ShowCategoryDetails:
  • Default = False - the report will display only showing the Disposition Code value
                = True - the report would display both the Disposition Category Name and Disposition Sub-Category Name
                    Format = Category Name > Sub Category Name > Disposition Code
• Parameter: @HandledByAgentOnly:
  • Default = False - the report will display with current denominator in % calculation of Total Handled Interactions
                = True - the percentage denominator would change from "Total Handled Interactions" to "Non-Campaign Handled by Agent".

LOGIC CHANGES:

4.13 Disposition Code Distribution Report:

• procedures changed:
  • DW.spRpt_DispositionCodesDistribution
  • DW.spRpt_CampaignInspection_SubDs1
• Disposition Code Name -> Disposition Category Name > Disposition Sub-Category Name > Disposition Code Name:
  • Previous:
    • Count(F_Interactions.InteractionID)
      (grouping be each F_Interactions.Disposition Code)
  • Current:
    • Count(F_Interactions.InteractionID)
          if @ShowCategoryDetails = false
          (grouping by each F_Interactions.Disposition Code)
          if @ShowCategoryDetails = true
          (grouping by F_Interactions.DispositionCodeCategory,
          F_Interactions.DispositionCodeSubCategory,
          F_Interactions.Disposition Code)
• % Interactions by Disposition Code:
  • Previous:
    [Disposition Code Name]/[Total Handled Interactions]
  • Current:
    if @HandledByAgentOnly = false
    [Disposition Code Name]/[Total Handled Interactions]
    if @HandledByAgentOnly = true
    [Disposition Code Name]/[Non-Campaign Handled by Agent]

6.03 Campaign Inspection Report:

• procedures changed:
  • DW.spRpt_CampaignInspection
  • DW.spRpt_CampaignInspection_SubDs1
• Successfully Handled By Agent:
  • Previous:
    • Count (F_Campaigns.CampaignInteractionID)
      F_Campaigns.LastInteractionState = ''Handled''
      AND F_Campaigns.NumberOfAttempts = 1
      AND F_Campaigns.AgentID is not null
  • Current:
    • Count (F_Campaigns.CampaignInteractionID)
      last F_InteractionSegments.InteractionState = ''Handled''
      AND F_InteractionSegments.AgentID is not null
• Successfully Handled By BP:
  • Previous:
    • Count (F_Campaigns.CampaignInteractionID)
      F_Campaigns.LastInteractionState = ''Handled''
      AND F_Campaigns.NumberOfAttempts = 1
      AND F_Campaigns.AgentID is null
      AND F_Campaigns.BusinessProcessId is not null
  • Current:
    • Count (F_Campaigns.CampaignInteractionID)
      last F_InteractionSegments.InteractionState = ''Handled''
      AND F_InteractionSegments.AgentID is null
      AND F_InteractionSegments.BusinessProcessId is not null