User Call Statistics
Download SQL file: CDR-UsageReportAllUsers.sql
The example below queries the data warehouse for data surrounding user calls including how many were taken (answered) and made (placed) and what the call duration for these categories
The data selected based on a specific month and groups the data by location and user
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/* * This usage reports is based on the BroadsoftUserDimension table so all users are represented even if they did not gernerate any traffic. * The columns in this report are: * Month,Location,User Id,User Name,Extension,Inbound Calls,Inbound Answered Calls,Inbound Minutes,Outbound Calls,Outbound Answered Calls,Outbound Minutes,Total Calls,Total Answered Calls,Total Minutes,User Type */ DECLARE @monthLabel CHAR(7), @fDate INT, @tDate INT; SELECT @monthLabel = [rdd_label], @fDate = [rdd_firstDate], @tDate = [rdd_lastDate] FROM [dbo].[ReportDatesDimension] WHERE [rdd_label] = '2022-05'; SELECT @monthLabel [Month], CONCAT( CONCAT( [lcd_city], ' - '), [lcd_stateProvince] ) [Location], REPLACE([bud_broadsoftUserId], '.', ' - ') AS [User Id], REPLACE([bud_broadsoftUserDisplayName], ',', ' - ') AS [User Name], CASE WHEN [bud_broadsoftExtension] IS NOT NULL THEN [bud_broadsoftExtension] ELSE '' END [Extension], SUM(CASE WHEN [bf_direction] = 'Terminating' AND [bf_answerIndicator] IS NOT NULL THEN 1 ELSE 0 END) [Inbound Calls], SUM(CASE WHEN [bf_direction] = 'Terminating' AND [bf_answerIndicator] IS NOT NULL AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END) [Inbound Answered Calls], CONVERT(DECIMAL(10,2), SUM(CASE WHEN [bf_direction] = 'Terminating' AND [bf_answerIndicator] IS NOT NULL THEN [bf_billDuration] ELSE 0 END) / 60.0) [Inbound Minutes], SUM(CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] IS NOT NULL THEN 1 ELSE 0 END) [Outbound Calls], SUM(CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] IS NOT NULL AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END) [Outbound Answered Calls], CONVERT(DECIMAL(10,2), SUM(CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] IS NOT NULL THEN [bf_billDuration] ELSE 0 END) / 60.0) [Outbound Minutes], SUM(CASE WHEN [bf_answerIndicator] IS NOT NULL THEN 1 ELSE 0 END) [Total Calls], SUM(CASE WHEN [bf_answerIndicator] IS NOT NULL AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END) [Total Answered Calls], CONVERT(DECIMAL(10,2), SUM(CASE WHEN [bf_answerIndicator] IS NOT NULL THEN [bf_billDuration] ELSE 0 END) / 60.0) [Total Minutes], CASE WHEN [bud_broadsoftUserId] LIKE 'aa-%' THEN 'AUTO ATTENDANT' ELSE CASE WHEN [bud_broadsoftUserId] LIKE 'cc-%' THEN 'CALL CENTER' ELSE CASE WHEN [bud_broadsoftUserId] LIKE 'hg-%' THEN 'HUNT GROUP' ELSE CASE WHEN [bud_broadsoftUserId] LIKE 'cb-%' THEN 'CONF BRIDGE' ELSE CASE WHEN [bud_broadsoftUserId] LIKE 'casa-%' THEN 'AMP' ELSE 'USER' END END END END END [User Type] FROM [dbo].[BroadsoftUserDimension] WITH (NOLOCK) LEFT OUTER JOIN [dbo].[BroadsoftCDRFact] WITH(NOLOCK) ON [bud_id] = [bf_userFk] AND [bf_callStartDateLocal] >= @fDate AND [bf_callStartDateLocal] <= @tDate LEFT OUTER JOIN [dbo].[LocationDimension] WITH(NOLOCK) ON [bud_locationId] = [lcd_location] WHERE [bud_id] <> 0 AND [bud_broadsoftUserId] NOT LIKE '%-Default' AND [bud_broadsoftUserId] NOT LIKE '%_MOH' AND [bud_broadsoftUserId] NOT LIKE '%_VMR' AND [bud_broadsoftUserId] NOT LIKE 'vb-%' GROUP BY [bud_broadsoftUserId], [bud_broadsoftExtension], [bud_broadsoftUserDisplayName], CONCAT( CONCAT( [lcd_city], ' - '), [lcd_stateProvince] ) ORDER BY [Location], [User Id], [Extension], [User Name]; |
Hunt Group Statistics
Download SQL file: CDR-HuntGroupStats-Complete.sql
The example below queries the data warehouse for data surrounding hunt group calls including how many were answered, abandoned and transferred to voicemail as well as duration of the ring times and calls
It is selected based on a specific date range and groups the data by location and user
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SELECT -- Date [bf_callStartDateLocal] AS [Date], -- Location CONCAT([lcd_stateProvince], ', ', [lcd_city], ' - ', [lcd_streetAddress]) AS [Location], -- Hunt Group [bud_broadsoftUserDisplayName] AS [Hunt Group], -- Inbound calls to Hunt group SUM( CASE [bf_direction] WHEN 'Terminating' THEN 1 ELSE 0 END ) AS [Inbound Calls], -- Calls abandoned before answer or VM SUM( CASE [bf_direction] WHEN 'Terminating' THEN 1 ELSE 0 END ) - SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END ) AS [Abandoned Calls], -- Percentage of calls abandoned CAST (CASE WHEN SUM( CASE [bf_direction] WHEN 'Terminating' THEN 1 ELSE 0 END ) > 0 THEN CAST((SUM( CASE [bf_direction] WHEN 'Terminating' THEN 1 ELSE 0 END ) - SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END )) AS DECIMAL) / SUM( CASE [bf_direction] WHEN 'Terminating' THEN 1 ELSE 0 END ) ELSE 0 END * 100.0 AS DECIMAL(4,1)) AS [Percent Abandoned], -- Calls routed to agents SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END ) AS [Routed Calls], -- Handled calls (calls answered by a person) SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN 1 ELSE 0 END ) AS [Handled Calls], -- Precent handled calls (calls answered by a person) CAST (CASE WHEN SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END ) > 0 THEN CAST (SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN 1 ELSE 0 END ) AS DECIMAL) / SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' THEN 1 ELSE 0 END ) ELSE 0 END * 100.0 AS DECIMAL(5,2)) AS [Percent Handled Calls], -- Talk duration of handled calls in minutes CAST (SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN [bf_billDuration] ELSE 0 END ) / 60.0 AS DECIMAL(8,2)) AS [Talk Duration], -- Average duration of handled calls in minutes CAST (CASE WHEN SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN 1 ELSE 0 END ) > 0 THEN CAST (SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN [bf_billDuration] ELSE 0 END ) AS DECIMAL) / SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN 1 ELSE 0 END ) ELSE 0 END / 60.0 AS DECIMAL(6,2)) AS [Average Talk Duration], -- Call overflowed to VM SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber = '5000' THEN 1 ELSE 0 END ) AS [VM Overflow Calls], -- Average speed of answer (ASA) (wait time) in minutes CAST (CASE WHEN SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN 1 ELSE 0 END ) > 0 THEN CAST (SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN [bf_ringDuration] ELSE 0 END ) AS DECIMAL) / SUM( CASE WHEN [bf_direction] = 'Originating' AND [bf_answerIndicator] = 'Y' AND bf_calledNumber <> '5000' THEN 1 ELSE 0 END ) ELSE 0 END / 60.0 AS DECIMAL(5,2)) AS [ASA] FROM [BroadsoftCDRFact] LEFT OUTER JOIN [BroadsoftUserDimension] ON [bf_userFK] = [bud_id] LEFT OUTER JOIN [LocationDimension] ON SUBSTRING([bf_group], 4, 10) = [lcd_location] WHERE [bf_callStartDateLocal] >= 20210414 AND [bf_callStartDateLocal] < 20210415 AND [bf_userId] LIKE 'hg-%' GROUP BY [bf_callStartDateLocal], CONCAT([lcd_stateProvince], ', ', [lcd_city], ' - ', [lcd_streetAddress]), [bud_broadsoftUserDisplayName]; |
Monthly Call Volume
Download SQL file: CDR-MonthlyCallVolume.sql
The example below queries the data warehouse to summarize call counts and duration by phone #
It is selected based on a date range and then ordered by number and month
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-- Sum call counts and call durations for inbound answered calls for dailed numbers by month SELECT [bf_callStartDateLocal] / 100 AS month, [bf_calledNumber] AS DNIS, COUNT(*) AS callCount, CAST(SUM(bf_billDuration) / 60.0 AS DECIMAL(8,2)) AS minutes FROM [dbo].[BroadsoftCDRFact] WHERE bf_direction = 'Terminating' AND [bf_answerIndicator] = 'Y' AND [bf_callStartDateLocal] >= 20210301 AND [bf_callStartDateLocal] < 20210501 GROUP BY [bf_callStartDateLocal] / 100, [bf_calledNumber] ORDER BY month, DNIS; |