DW structure changes
- added new F_AgentBpTime table with fields:
- Id
- TimeSliceId
- AgentId
- BusinessProcessId
- Ready
- Offered
- Break
- NoAnswer
- Dialing
- WaitingFor
- Busy
- BackOffice
- HandlingOutgoingInt
- LoginTime
- HandlingTime
- CreatedLogID
- UpdatedLogID
- HandlingOutgoingIntIdle
- HandlingOutgoingIntBusy
- BackofficeIdle
- BackofficeBusy
- InConference
- Consulting
- Handling
- IsAssigned
- OutgoingBreakExists
- IsInternal
- changes F_InteractionDelegated table:
- InteractionGUIID -> InteractionGUIDID
- added new column to F_Interactions table:
- CampaingInteractionLastStateId
1.01 Detailed Agent Activity:
- Parameter: @ChartOptions
- Busy States - The agent states pie chart while being busy (Ready, Handle Outgoing Busy, Backoffice Busy, Waiting For XXX)
- Busy Time - The agent time pie chart spent while being busy in any state (Talk, Ringing, Dialing, Wrap-up, Hold)
- Idle States - The agent states pie chart while being idle (Ready, Offered, Handle Outgoing Idle, Backoffice Idle, No Answer, Break)
- Parameter: @DisplayOptions(Show Chart Only)
- Previous:
- Chart and Table - Default
- Chart Only
- Current:
- Chart and Table - Default
- Chart Only
- Table Only
- Previous:
- New fields:
- Added "Interaction GUID"
- Added "Remote Party"
- Dataset Report_DetailedAgentActivity, new fields:
- InteractionGUIDID
- RemoteParty
- InteractionId
- IdleState
- BusyState
- BusyTime
- CSV Export, new fields:
- InteractionGUIDID1
- RemoteParty1
- Parameter: @ChartOptions
2.02 Agent Interaction Summary:
- CSV Export, changed fields:
- TotalHandlingOutgoingInteractionsIdle -> TotalHandlingOutgoingInteractionsIdleTime
- TotalBackOfficeTimeIdle -> TotalBackOfficeIdleTime
- CSV Export, changed fields:
2.04 Agent Interaction Summary:
- Parameter: @DisplayTimeInSeconds
- default = false - if true all time fields will display in seconds
- Parameter: @DisplayTimeInSeconds
4.05 Delegated Interactions:
- Dataset Report_DelegatedInteractions, new parameters (optional):
- @DWDBName
- Dataset Report_DelegatedInteractions, new parameters (optional):
5.01 Business Process Agent Performance:
- Dataset Report_BusinessProcessAgentPerformance, new parameters (optional):
- @DWDBName
- Dataset Report_BusinessProcessAgentPerformance, new parameters (optional):
6.01 Completed Campaign Interactions:
- Dataset Report_BusinessProcessAgentPerformance, new parameters (optional):
- @DWDBName
- Dataset Report_BusinessProcessAgentPerformance, new parameters (optional):
LOGIC CHANGES:
ETL db changes:
- new procedures:
- fill new collected statistic table:
- dbo.Upload_F_AgentBpTime
- fill new collected statistic table:
- new procedures:
Users db new procedures:
- DW.spRpt_BusinessProcessAgentPerf
- DW.spRpt_CompletedCampaignInteraction
Users db delete procedures:
- dbo.spRpt_BusinessProcessAgentPerf
- dbo.spRpt_CompletedCampaignInteraction
1.01 Detailed Agent Activity:
- procedures changed:
- DW.spRpt_DetailedAgentActivity
- procedures changed:
5.01 Business Process Agent Performance:
- procedures changed:
- DW.spRpt_BusinessProcessAgentPerf
- procedures changed:
6.01 Completed Campaign Interactions:
- procedures changed:
- DW.spRpt_CompletedCampaignInteraction
- procedures changed:
6.04 Completed Callback Interactions:
- Agent Name:
- Previous:
- F_Attempts.AgentID → F_Attempts.AgentName
- Current:
- last(F_InteractionSegments.AgentID)
where InteractionState in ('Handling', 'Consulting', 'In Conference')
if last agent not exists then
F_Attempts.AgentID → F_Attempts.AgentName
- last(F_InteractionSegments.AgentID)
- Previous:
- procedures changed:
- DW.spRpt_CompletedCallbackInteraction
- Agent Name: