• DW structure changes
    • added new column to F_Interactions table:
      • PreviewTime
    • added new column to F_InteractionSegments table:
      • PreviewTime
  • 2.01 Detailed Agent Interactions Report:
    • Dataset Report_DetailedAgentInteractions, new fields:
      • PreviewTime       
  • 2.02 Agent Time Allocation Performance Report:
    • Dataset Report_AgentTimeAllocationPerformance, new fields:
      • TotalPreviewTime
    • Dataset Report_AgentTimeAllocationPerformance_SubDs, new fields:
      • TotalPreviewTime
  • 2.04 Agent Interaction Summary Report:
    • Dataset Report_AgentInteractionSummary, new fields:
      • Previewed
      • PreviewTime
  • 3.04 Interactions Detail Record Report:
    • Dataset Report_InteractionsDetailRecord, new fields:
      • PreviewTime
  • 5.02 Business Process Interaction Performance Report:
    • Dataset Report_BusinessProcessInteractionPerformance, new fields:
      • TotalPreviewTime
      • TotalPreviewed
    • Dataset Report_BusinessProcessInteractionPerformance_SubDs, new fields:
      • TotalPreviewTime
      • TotalPreviewed
  • 5.03 Business Process Callback Performance Report:
    • Dataset Report_BusinessProcessCallbackPerformance, new fields:
      • TotalPreviewTime
      • TotalPreview
    • Dataset Report_BusinessProcessCallbackPerformance_SubDs, new fields:
      • TotalPreviewTime
      • TotalPreview
  • 6.02 Campaign Time Frame Specific Statistics Report:
    • Dataset Report_CampaignTimeFrameSpecificStatistics, new fields:
      • PreviewTime
      • Preview
    • Dataset Report_CampaignTimeFrameSpecificStatistics_SubDs, new fields:
      • PreviewTime
      • Preview
  • 6.04 Completed Callback Interactions Report:
    • Dataset Report_CompletedCallbackInteraction, new fields:
      • PreviewTime
  • 7.01 Customer Experience Report:
    • Dataset Report_CustomerExperience, new fields:
      • AvgPreviewTime
    • Dataset Report_CustomerExperience_Total, new fields:
      • AvgPreviewTime
  • 7.03 Contact Center Performance Report:
    • Dataset Report_ContactCenterPerformance, new fields:
      • AvgPreviewTime
    • Dataset Report_ContactCenterPerformance_Total, new fields:
      • AvgPreviewTime
  • 7.05 Contact Center Performance By Demand Report:
    • Dataset Report_ContactCenterPerformanceByDemands, new fields:
      • AvgPreviewTime
  • 8.01 Calls Performance by BP and Destinations Report:
    • Dataset Report_CallsPerformanceByBPandDestinations, new fields:
      • AvgPreviewTime

LOGIC CHANGES:

  • ETL db changes:
    • changes procedures:
      • new field load:
        • dbo.Upload_F_Interactions(add PreviewTime load)
        • dbo.Upload_F_InteractionSegments(add PreviewTime load)
  • Users db procedures changes:
    • dbo.spRpt_GetInteractionsDataset
          
  • 1.01 Detailed Agent Activity Report:
    • procedures changed:
      • DW.spRpt_DetailedAgentActivity
    • Chart Busy States: Status Name:  
      • Previous:
        • D_AgentStatus.AgentStatusName
                  where AgentStatusName in (Busy, Handle Outgoing, Backoffice, Waiting For XXX)
      •  Current:
        • D_AgentStatus.AgentStatusName
                  where AgentStatusName in (Busy, Handle Outgoing, Backoffice, Waiting For XXX, Preview)
  • 2.01 Detailed Agent Interactions Report:
    • procedures changed:
      • DW.spRpt_DetailedAgentInteractions
    • Preview Time:  
      • Previous:
        • -
      •  Current:
        • F_Interactions.PreviewTime
  • 2.02 Agent Time Allocation Performance Report:
    • procedures changed:
      • DW.spRpt_AgentTimeAllocationPerformance
      • DW.spRpt_AgentTimeAllocationPerformance_SubDs1
    • Total Preview Time:  
      • Previous:
        • -
      •  Current:
        • sum((F_InteractionSegments.EndTime - F_InteractionSegments.StartTime) where InteractionState in ('Preview'))
  • 2.04 Agent Interaction Summary Report:
    • procedures changed:
      • DW.spRpt_AgentInteractionSummaryReport
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • sum(F_InteractionSegments.EndTime - F_InteractionSegments.StartTime) / count(distinct F_InteractionSegments.InteractionID)

          [Previewed]: F_InteractionSegments.InteractionState = 'Preview'

  • 3.04 Interactions Detail Record Report:
    • procedures changed:
      • DW.spRpt_InteractionsDetailRecord
    • Preview Duration:  
      • Previous:
        • -
      •  Current:

        • F_Interactions.PreviewTime

  • 5.02 Business Process Interaction Performance Report:
    • procedures changed:
      • DW.spRpt_BusinessProcessInteractionPerformance
      • DW.spRpt_BusinessProcessInteractionPerformance_SubDs1
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • sum(F_Interactions.PreviewTime) 

          /

          Count (F_Interactions.InteractionId)

          where F_Interactions.PreviewTime > 0

  • 5.03 Business Process Callback Performance Report:
    • procedures changed:
      • DW.spRpt_BusinessProcessCallbackPerformance
      • DW.spRpt_BusinessProcessCallbackPerformance_SubDs1
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • sum(F_Interactions.PreviewTime) 

          /

          Count (F_Interactions.InteractionId)

          where F_Interactions.PreviewTime > 0

  • 6.02 Campaign Time Frame Specific Statistics Report:
    • procedures changed:
      • DW.spRpt_CampaignTimeFrameSpecificStatistics
      • DW.spRpt_CampaignTimeFrameSpecificStatistics_SubDs1
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • (sum(F_Interactions.PreviewTime) 

          /

          Count (F_Interactions.InteractionId)

          where F_Interactions.PreviewTime > 0)

          where F_Campaigns.InteractionId = F_Interactions.InteractionId

  • 6.04 Completed Callback Interactions Report:
    • procedures changed:
      • DW.spRpt_CompletedCallbackInteraction
    • Preview Time:  
      • Previous:
        • -
      •  Current:

        • F_Interactions.PreviewTime

          where F_Attempts.InteractionID = F_Interactions.InteractionID

  • 7.01 Customer Experience Report:
    • procedures changed:
      • dbo.spRpt_CustomerExperience
      • dbo.spRpt_CustomerExperience_Total
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • sum(F_Interactions.PreviewTime) 

          /

          Count (F_Interactions.InteractionId)

          where F_Interactions.PreviewTime > 0

  • 7.03 Contact Center Performance Report:
    • procedures changed:
      • dbo.spRpt_ContactCenterPerformance
      • dbo.spRpt_ContactCenterPerformance_Total
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • sum(F_Interactions.PreviewTime) 

          /

          Count (F_Interactions.InteractionId)

          where F_Interactions.PreviewTime > 0

  • 7.05 Contact Center Performance By Demand Report:
    • procedures changed:
      • DW.spRpt_ContactCenterPerformanceByDemand
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • sum(F_Interactions.PreviewTime) 

          /

          Count (F_Interactions.InteractionId)

          where F_Interactions.PreviewTime > 0

  • 8.01 Calls Performance by BP and Destinations Report:
    • procedures changed:
      • DW.spRpt_ContactCenterPerformanceByDemand
    • Avg. Preview Time:  
      • Previous:
        • -
      •  Current:

        • sum(F_Interactions.PreviewTime) 

          /

          Count (F_Interactions.InteractionId)

          where F_Interactions.PreviewTime > 0

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