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
    • 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
  • 2.02 Agent Interaction Summary:
    • CSV Export, changed fields:
      • TotalHandlingOutgoingInteractionsIdle -> TotalHandlingOutgoingInteractionsIdleTime
      • TotalBackOfficeTimeIdle -> TotalBackOfficeIdleTime
  • 2.04 Agent Interaction Summary:
    • Parameter: @DisplayTimeInSeconds
      • default = false - if true all time fields will display in seconds
  • 4.05 Delegated Interactions:
    • Dataset Report_DelegatedInteractions, new parameters (optional):
      • @DWDBName
  • 5.01 Business Process Agent Performance:
    • Dataset Report_BusinessProcessAgentPerformance, new parameters (optional):
      • @DWDBName
  • 6.01 Completed Campaign Interactions:
    • Dataset Report_BusinessProcessAgentPerformance, new parameters (optional):
      • @DWDBName
  • LOGIC CHANGES:
    • ETL db changes:
      • new procedures:
        • fill new collected statistic table:
          • dbo.Upload_F_AgentBpTime
    • 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
    • 5.01 Business Process Agent Performance:
      • procedures changed:
        • DW.spRpt_BusinessProcessAgentPerf
    • 6.01 Completed Campaign Interactions:
      • procedures changed:
        • DW.spRpt_CompletedCampaignInteraction
    • 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
      • procedures changed:
        • DW.spRpt_CompletedCallbackInteraction
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