5.3.7

DW structure changes
- added D_DelegatedState table with fields:
  - DelegatedStateId
  - DelegatedStateName
- added F_InteractionDelegated table with fields:
  - Id
  - InteractionGUIID
  - InteractionTypeId
  - BusinessProcessId
  - Converser
  - Details
  - InitiatorAgentId
  - InitiatorBusinessProcessId
  - InitiatorName
  - EntryDateTime
  - UpdateDateTime
  - CampaignId
  - Remarks
  - DelegatedStateId
  - InteractionMediaTypeId
  - IsCallback
  - InteractionStateId
  - SupervisorCloseMessage
  - CustomerId
  - CreatedLogID
  - UpdatedLogID
- F_Interactions table new fields:
  - CustomerOptIn
  - PostAgentTimeSec
New Dataset Common_ChangedBy_DW:
- Parameters:
  - @DW_DBName
- Fields:
  - ChangedBy
1.01 Detailed Agent Activity:
- Parameter: @DisplayLanguage
  - parameter removed
1.02 Agent Detailed Alerts:
- Parameter: @DisplayLanguage
  - parameter removed
1.03 Agent Transferred Interactions:
- Parameter: @DisplayLanguage
  - parameter removed
1.04 Agent Breaks:
- Parameter: @DisplayLanguage
  - parameter removed
1.05 Agent Rejected Interactions:
- Parameter: @DisplayLanguage
  - parameter removed
1.06 Staffing:
- Parameter: @DisplayLanguage
  - parameter removed
2.01 Detailed Agent Interactions:
- Parameter: @DisplayLanguage
  - parameter removed
2.02 Agent Interaction Summary:
- Parameter: @DisplayLanguage
  - parameter removed
- Changed fields:
  - Total Ready Time -> Total Ready Idle Time
  - Total Handling Outgoing Interactions -> Total Handling Outgoing Interactions Idle
  - Total Backoffice Time -> Total Backoffice Idle Time
- CSV Export, changed fields:
  - TotalReadyTime -> TotalReadyIdleTime
  - TotalHandlingOutgoingInteractions -> TotalHandlingOutgoingInteractionsIdle
  - TotalBackOfficeTime -> TotalBackOfficeTimeIdle
2.03 Agent Scoring:
- Parameter: @DisplayLanguage
  - parameter removed
2.04 Agent Interaction Summary:
- Parameter: @DisplayLanguage
  - parameter removed
- Changed fields:
  - Ready -> Ready Idle
  - Handle Outgoing -> Handle Outgoing Idle
  - Backoffice -> Backoffice Idle
- CSV Export, changed fields:
  - Ready -> Ready Idle
  - Handle Outgoing -> Handle Outgoing Idle
  - Backoffice -> Backoffice Idle
3.01 Agent Scoring:
- Parameter: @DisplayLanguage
  - parameter removed
3.02 Query Interactions By Origin or Destination:
- Parameter: @DisplayLanguage
  - parameter removed
3.03 Agents Assignments to BP Detailed:
- Parameter: @DisplayLanguage
  - parameter removed
- New fields:
  - StartTime
  - EndTime
- Removed fields:
  - Action
  - Date-Time
- Dataset Report_AgentsAssignmentsToBPDetailed, new parameters:
  - @AddCurrentAssignments
  - @AddLastEndedAssignments
- Dataset Report_AgentsAssignmentsToBPDetailed, new fields:
  - StartTime
  - EndTime
- CSV Export, new fields:
  - StartTime
  - EndTime
- CSV Export, removed fields:
  - Action
  - Date-Time
3.04 Interactions Detail Record:
- Parameter: @DisplayLanguage
  - parameter removed
3.05 Conversations:
- Parameter: @DisplayLanguage
  - parameter removed
4.01 Detailed Business Entity:
- Parameter: @DisplayLanguage
  - parameter removed
4.02 Destination Trace:
- Parameter: @DisplayLanguage
  - parameter removed
4.03 Interaction Disposition Codes:
- Parameter: @DisplayLanguage
  - parameter removed
4.04 Voice Billing:
- Parameter: @DisplayLanguage
  - parameter removed
4.05 Delegated Interactions:
- Parameter: @DisplayLanguage
  - parameter removed
- Dataset Report_BusinessProcessCallbackPerformance, new parameters (optional):
  - @DWDBName
4.06 Incoming Calls By Area Code:
- Parameter: @DisplayLanguage
  - parameter removed
4.07 Voice Billing By Business Process:
- Parameter: @DisplayLanguage
  - parameter removed
4.08 Voice Billing By Business Process - No Abandoned Calls:
- Parameter: @DisplayLanguage
  - parameter removed
4.09 Voice Billing Summary:
- Parameter: @DisplayLanguage
  - parameter removed
4.10 Inbound Interactions Distribution:
- Parameter: @DisplayLanguage
  - parameter removed
4.11 Interactions Analysis:
- Parameter: @DisplayLanguage
  - parameter removed
4.13 Disposition Codes Distribution:
- Parameter: @DisplayLanguage
  - parameter removed
4.14 Demand Interval Distribution:
- Parameter: @DisplayLanguage
  - parameter removed
5.01 Business Process Agent Performance:
- Parameter: @DisplayLanguage
  - parameter removed
5.02 Business Process Interaction Performance:
- Parameter: @DisplayLanguage
  - parameter removed
5.03 Business Process Callback Performance:
- Parameter: @DisplayLanguage
  - parameter removed
- New fields:
  - Demands - when "Group By" parameter includes checked value "Demands"
- Dataset Report_BusinessProcessCallbackPerformance, new fields:
  - Demands
- Dataset Report_BusinessProcessCallbackPerformance, new parameters (optional):
  - @DWDBName
  - @Demands
  - @GroupByDDLB
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- Dataset Report_BusinessProcessCallbackPerformance_SubDs, new parameters (optional):
  - @DWDBName
  - @Demands
  - @GroupByDDLB
  - @ClientName
  - @InboundCampaignName
  - @ProductName
  - @ProductType
- CSV Export, new fields:
  - Demands
5.04 Business Process Detailed Alerts:
- Parameter: @DisplayLanguage
  - parameter removed
5.05 Queue Interval Summary:
- Parameter: @DisplayLanguage
  - parameter removed
6.01 Completed Campaign Interactions:
- Parameter: @DisplayLanguage
  - parameter removed
6.02 Campaign Time Frame Specific Statistics:
- Parameter: @DisplayLanguage
  - parameter removed
6.03 Campaign Inspection:
- Parameter: @DisplayLanguage
  - parameter removed
6.04 Completed Callback Interactions:
- Parameter: @DisplayLanguage
  - parameter removed
- New fields:
  - Added "Interaction GUIDID" in the main and detailed row
  - Added "Business Process" in the main and detailed row
- Removed fields
  - Campaign Name
  - Dialer Type
- Dataset Report_CompletedCallbackInteraction, new fields:
  - CallbackInteractionGUIDID
  - InteractionGUIDID
  - Overflowed
  - BusinessProcessNameInitiated
- Dataset Report_CompletedCallbackInteraction, new parameters (optional):
  - @BusinessProcessNameInitiated
- CSV Export, new fields:
  - CallbackInteractionGUIDID
  - Overflowed
  - BusinessProcessNameInitiated
  - InteractionGUIDID
  - BusinessProcessNameCompleted
7.01 Customer Experience:
- Parameter: @DisplayLanguage
  - parameter removed
7.02 Customer Experience Trends:
- Parameter: @DisplayLanguage
  - parameter removed
7.03 Contact Center Performance:
- Parameters:
  - @DisplayLanguage parameter removed
  - @ExcludeShortAbandons changed to drop-down section:
    - "Abandon Calls and %" default value = Unchecked
    - "Answer Rate %" default value = Checked
    - "Service Level %" default value = Checked
7.04 Abandoned Interactions:
- Parameter: @DisplayLanguage
  - parameter removed
7.05 Contact Center Performance By Demands:
- Parameter: @DisplayLanguage
  - parameter removed
8.01 Calls Performance by BP and Destinations:
- Parameter: @DisplayLanguage
  - parameter removed
Admin. Platform Usage By Organization:
- Parameter: @DisplayLanguage
  - parameter removed
Admin. Validate Interactions Table:
- Parameter: @DisplayLanguage
  - parameter removed
SSIS project changes:
- Upload To DW:
  - added loading data to new tables in DW database(D_DelegatedState, F_InteractionDelegated)
LOGIC CHANGES:
- ETL db changes:
  - procedures changed:
    - ETL.dbo.Upload_F_Interactions - loading new fields to F_interactions(CustomerOptIn,PostAgentTimeSec)
  - new procedures:
    - for 4.05 Report - move to use DWH:
      - dbo.Upload_D_DelegatedState
      - dbo.Delete_D_DelegatedState
      - dbo.Upload_F_InteractionDelegated
      - dbo.Delete_F_InteractionDelegated
- Users db new procedures:
  - dbo.spGet_F_AgentAssignments
  - dbo.spGet_F_SupervisorAssignments
- 2.02 Agent Interaction Summary:
  - Previous:
    - Busy = sum(Dialing + WaitingFor + Busy + BackOffice + HandlingOutgoingInteraction)
    - TotalHandlingOutgoingTime = sum(HandlingOutgoingInteraction)
    - BackOffice:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Backoffice - Administrative')
    - HandlingOutgoingInteraction:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Handling - Outgoing Interactions')
  - Current:
    - Busy = sum(Dialing + WaitingFor + Busy + BackOfficeBusy + HandlingOutgoingInteractionBusy)
    - TotalHandlingOutgoingTime = sum(HandlingOutgoingInteractionIdle)
    - BackOfficeIdle:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Backoffice - Administrative')
        and F_AgentLife.InteractionId is null
    - BackOfficeBusy:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Backoffice - Administrative')
        and F_AgentLife.InteractionId is not null
    - HandlingOutgoingInteractionIdle:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Handling - Outgoing Interactions')
        and F_AgentLife.InteractionId is null
    - HandlingOutgoingInteractionBusy:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Handling - Outgoing Interactions')
        and F_AgentLife.InteractionId is not null
  - procedures changed:
    - DW.spRpt_AgentTimeAllocationPerformance
    - DW.spRpt_AgentTimeAllocationPerformance_SubDs1
    - dbo.spRpt_GetAgentStatusesDataset
- 2.04 Agent Interaction Summary:
  - Previous:
    - Busy = sum(Dialing + WaitingFor + Busy + BackOffice + HandlingOutgoingInteraction)
    - BackOffice = sum(BackOffice)
    - TotalHandlingOutgoingTime = sum(HandlingOutgoingInteraction)
    - BackOffice:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Backoffice - Administrative')
    - HandlingOutgoingInteraction:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Handling - Outgoing Interactions')
  - Current:
    - Busy = sum(Dialing + WaitingFor + Busy + BackOfficeBusy + HandlingOutgoingInteractionBusy)
    - BackOffice = sum(BackOfficeIdle)
    - HandlingOutgoingInteraction = sum(HandlingOutgoingInteractionIdle)
    - BackOfficeIdle:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Backoffice - Administrative')
        and F_AgentLife.InteractionId is null
    - BackOfficeBusy:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Backoffice - Administrative')
        and F_AgentLife.InteractionId is not null
    - HandlingOutgoingInteractionIdle:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Handling - Outgoing Interactions')
        and F_AgentLife.InteractionId is null
    - HandlingOutgoingInteractionBusy:
      - sum(case
        when F_AgentLife.starttime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, F_AgentLife.EndTime)
        when F_AgentLife.StartTime >= D_TimeSlice.tBeginTime and F_AgentLife.EndTime > D_TimeSlice.tEndTime
        then datediff(second, F_AgentLife.StartTime, D_TimeSlice.tEndTime)
        when F_AgentLife.StartTime < D_TimeSlice.tBeginTime and F_AgentLife.EndTime <= D_TimeSlice.tEndTime
        then datediff(second, D_TimeSlice.tBeginTime, F_AgentLife.EndTime)
        else datediff(second, D_TimeSlice.tBeginTime, D_TimeSlice.tEndTime)
        end)
        F_AgentLife.Status in('Handling - Outgoing Interactions')
        and F_AgentLife.InteractionId is not null
    - procedures changed:
      - DW.spRpt_AgentInteractionSummaryReport
      - dbo.spRpt_GetAgentStatusesDataset
- 3.03 Agents Assignments to BP Detailed:
  - new source F_AgentAssignments
  - Agent Name - F_AgentLife.AgentName -> F_AgentAssignments.AgentName(Deleted) (Deleted) will added if D_Agent.Disabled = 1
  - BP Name - F_AgentLife.BusinessProcessName -> F_AgentAssignments.BusinessProcessName
  - Start Time(new field) - F_AgentAssignments.StartTime
  - End Time(new field) - F_AgentAssignments.EndTime
  - Changed By - F_AgentLife.SupervisorName -> F_AgentAssignments.ModifiedBy
  - logic added for new parametes AddCurrentAssignments, AddLastEndedAssignments
    - where
      (@AddCurrentAssignments = 1 and F_AgentAssignments.EndTime is null)
      or
      (@AddCurrentAssignments = 0 and F_AgentAssignments.StartTime between @StartTime and @EndTime)
      or
      (
      @AddLastEndedAssignments = 1
      and exists (max(F_AgentAssignments.EndTime) where F_AgentAssignments.EndTime < @StartTime group by F_AgentAssignments.Agent)
      )
  - procedures changed:
    - DW.spRpt_AgentAssignmentToBP
  - new procedures:
    - DW.spRpt_Common_Prm_ChangedBy - fill parameter values from F_AgentAssignments.ModifiedBy
- 4.05 Delegated Interactions:
  - Initiator - PendingTaskManager.dbo.DelegatedInteraction.InitiatorName -> F_InteractionDelegated.InitiatorName
  - Converser - PendingTaskManager.dbo.DelegatedInteraction.Converser -> F_InteractionDelegated.Converser
  - Entry Time - DateAdd(mi, PendingTaskManager.dbo.DelegatedInteraction.EntryTimeTicks * 1440, '1900-01-01') -> F_InteractionDelegated.EntryDateTime
  - Interaction Type - PendingTaskManager.dbo.DelegatedInteraction.InteractionTypeName -> F_InteractionDelegated.InteractionTypeName
  - Business Process - PendingTaskManager.dbo.DelegatedInteraction.BusinessProcessName -> F_InteractionDelegated.BusinessProcessName
  - Last State - PendingTaskManager.dbo.DelegatedInteraction.LastState -> F_InteractionDelegated.DelegatedState
  - Campaign Name - PendingTaskManager.dbo.DelegatedInteraction.InteractionCampaignName -> F_InteractionDelegated.CampaignName
  - Closing Time - DateAdd(mi, PendingTaskManager.dbo.DelegatedInteraction.UpdateTimeTicks * 1440, '1900-01-01') -> F_InteractionDelegated.UpdateDateTime
  - Agent Remark - PendingTaskManager.dbo.DelegatedInteraction.DelegateDetails -> F_InteractionDelegated.Details
  - Supervisor Remark - PendingTaskManager.dbo.DelegatedInteraction.SupervisorCloseMessage -> F_InteractionDelegated.SupervisorCloseMessage
  - Customer ID - PendingTaskManager.dbo.DelegatedInteraction.CustomerID -> F_InteractionDelegated.CustomerID
  - procedures changed:
    - DW.spRpt_DelegatedInteractions
- 5.02 Contact Center Performance:
  - Completed Callbacks(logic that has been added to an existing one):
    - if exists
      count(distinct F_Interactions.InteractionId) > 1 group by InteractionGUIDID
      and F_Callbacks.LastInteractionStateID in ('Purged', 'Canceled')
      then count as completed
  - procedures changed:
    - dbo.spRpt_GetCallbacksDataset
    - dbo.spRpt_GetInteractionsDataset
- 5.03 Business Process Callback Performance:
  - Migrated to DWH
  - new column:
    - EndedAsCanceled = if F_Interactions.InteractionResultName(previous from last Interaction or curr Interaction) = 'Canceled' or F_callbacks.LastInteractionState = 'Canceled' then F_callbacks.Completed
      fc.LastInteractionStateID
  - procedures changed:
    - DW.spRpt_BusinessProcessCallbackPerformance
    - DW.spRpt_BusinessProcessCallbackPerformance_SubDs1
    - dbo.spRpt_GetCallbacksDataset
    - dbo.spRpt_GetInteractionsDataset
- 6.04 Completed Callback Interactions:
  - CallbackInteractionGUIDID:
    - F_Callbacks.InteractionGUIDID
  - InteractionGUIDID:
    - F_Callbacks.InteractionGUIDID
  - Overflowed:
    - F_Callbacks.Overflowed
  - BusinessProcessInitiated:
    - F_Callbacks.RequestedBusinessProcess
  - procedures changed:
    - DW.spRpt_CompletedCallbackInteraction
- 7.01 Contact Center Performance:
  - Completed Callbacks(logic that has been added to an existing one):
    - if exists
      count(distinct F_Interactions.InteractionId) > 1 group by InteractionGUIDID
      and F_Callbacks.LastInteractionStateID in ('Purged', 'Canceled')
      then count as completed
  - procedures changed:
    - dbo.spRpt_GetCallbacksDataset
    - dbo.spRpt_GetInteractionsDataset
- 7.03 Contact Center Performance:
  - Calls Abandoned - F_Interactions.SLExcluded excluded from the formula when Exclude Short Abandons parameter = (Abandon Calls and %) unchecked
  - Abandonment Rate (%) - F_Interactions.SLExcluded excluded from the formula when Exclude Short Abandons parameter = (Abandon Calls and %) unchecked
  - AvgAbandonTime - F_Interactions.SLExcluded excluded from the formula when Exclude Short Abandons parameter = (Abandon Calls and %) unchecked
  - Answer Rate - F_Interactions.SLExcluded excluded from the formula when Exclude Short Abandons parameter = (Answer Rate %) unchecked
  - Service Level - F_Interactions.SLExcluded excluded from the formula when Exclude Short Abandons parameter = (Service Level %) unchecked
  - Completed Callbacks(logic that has been added to an existing one):
    - if exists
      count(distinct F_Interactions.InteractionId) > 1 group by InteractionGUIDID
      and F_Callbacks.LastInteractionStateID in ('Purged', 'Canceled')
      then count as completed
  - procedures changed:
    - dbo.spRpt_GetCallbacksDataset
    - dbo.spRpt_GetInteractionsDataset
    - dbo.spRpt_ContactCenterPerformance
    - dbo.spRpt_ContactCenterPerformance_Total
- 7.05 Contact Center Performance:
  - Completed Callbacks(logic that has been added to an existing one):
    - if exists
      count(distinct F_Interactions.InteractionId) > 1 group by InteractionGUIDID
      and F_Callbacks.LastInteractionStateID in ('Purged', 'Canceled')
      then count as completed
  - procedures changed:
    - dbo.spRpt_GetCallbacksDataset
    - dbo.spRpt_GetInteractionsDataset

Page tree

5.3.7

DW structure changes

New Dataset Common_ChangedBy_DW:

1.01 Detailed Agent Activity:

1.02 Agent Detailed Alerts:

1.03 Agent Transferred Interactions:

1.04 Agent Breaks:

1.05 Agent Rejected Interactions:

1.06 Staffing:

2.01 Detailed Agent Interactions:

2.02 Agent Interaction Summary:

2.03 Agent Scoring:

2.04 Agent Interaction Summary:

3.01 Agent Scoring:

3.02 Query Interactions By Origin or Destination:

3.03 Agents Assignments to BP Detailed:

3.04 Interactions Detail Record:

3.05 Conversations:

4.01 Detailed Business Entity:

4.02 Destination Trace:

4.03 Interaction Disposition Codes:

4.04 Voice Billing:

4.05 Delegated Interactions:

4.06 Incoming Calls By Area Code:

4.07 Voice Billing By Business Process:

4.08 Voice Billing By Business Process - No Abandoned Calls:

4.09 Voice Billing Summary:

4.10 Inbound Interactions Distribution:

4.11 Interactions Analysis:

4.13 Disposition Codes Distribution:

4.14 Demand Interval Distribution:

5.01 Business Process Agent Performance:

5.02 Business Process Interaction Performance:

5.03 Business Process Callback Performance:

5.04 Business Process Detailed Alerts:

5.05 Queue Interval Summary:

6.01 Completed Campaign Interactions:

6.02 Campaign Time Frame Specific Statistics:

6.03 Campaign Inspection:

6.04 Completed Callback Interactions:

7.01 Customer Experience:

7.02 Customer Experience Trends:

7.03 Contact Center Performance:

7.04 Abandoned Interactions:

7.05 Contact Center Performance By Demands:

8.01 Calls Performance by BP and Destinations:

Admin. Platform Usage By Organization:

Admin. Validate Interactions Table:

SSIS project changes:

LOGIC CHANGES:

ETL db changes:

Users db new procedures:

2.02 Agent Interaction Summary:

2.04 Agent Interaction Summary:

3.03 Agents Assignments to BP Detailed:

4.05 Delegated Interactions:

5.02 Contact Center Performance:

5.03 Business Process Callback Performance:

6.04 Completed Callback Interactions:

7.01 Contact Center Performance:

7.03 Contact Center Performance:

7.05 Contact Center Performance: