Agent Call Detail
Download SQL file: DBS-AgentCallDetailReport.sql
The example below queries the BroadsoftCCAgentCallFact for agent details by call center agents for a specified month.
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-- DBS agent call details SELECT [bud_broadsoftUserDisplayName], [acf_creationTimestamp], [acf_callReleasedTimestamp], [acf_callType], [acf_agentSkill], [acf_remoteNumber], [acf_numberCalled], [acf_callStartedTimestamp], [acf_callTalkDuration], [acf_callHeldDuration], [acf_wrapUpDuration], [acf_redirectNumber] ,[acf_redirectLocation] FROM [dbo].[BroadsoftCCAgentCallFact] LEFT OUTER JOIN [dbo].[BroadsoftUserDimension] ON [acf_agentUserFk] = [bud_id] WHERE [acf_callStartedDateLocal] >= 20210901 AND [acf_callStartedDateLocal] < 20211001; |
Queue Call Statistics
Download SQL file: DBS-QueueMetricsReport.sql
The example below queries the BroadsoftCCQueueCallFact for queue statistics by date and call status.
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-- DBS queue call counters by hour & status SELECT [qcf_callCreationDateUTC] [Date UTC], [qcf_callCreationTimeUTC] / 10000 [Hour], COALESCE( [qcf_status], [qcf_deflectedCallReason] ) [Status], COUNT(*) [Call Count], SUM( [qcf_callOfferedCount] ) [Offered Count], SUM( [qcf_callBouncedCount] ) [Bounced Count] FROM [dbo].[BroadsoftCCQueueCallFact] WHERE [qcf_callCreationDateUTC] >= 20210801 AND [qcf_callCreationDateUTC] < 20210802 GROUP BY [qcf_callCreationDateUTC], [qcf_callCreationTimeUTC] / 10000, COALESCE( [qcf_status], [qcf_deflectedCallReason] ) ORDER BY [Date UTC], [Hour], [Status]; /* Date UTC Hour Status Call Count Offered Count Bounced Count 20210901 0 CALLANSWERED 37 40 3 20210901 0 FORCEDFORWARDAPPLIED 3 0 0 20210901 0 NIGHTSERVICEAPPLIED 186 0 0 20210901 1 CALLABANDONED 4 2 2 20210901 1 CALLANSWERED 24 27 5 20210901 1 FORCEDFORWARDAPPLIED 1 0 0 20210901 1 NIGHTSERVICEAPPLIED 110 0 0 20210901 2 CALLANSWERED 16 16 0 20210901 2 NIGHTSERVICEAPPLIED 60 0 0 20210901 3 NIGHTSERVICEAPPLIED 45 0 0 20210901 4 NIGHTSERVICEAPPLIED 16 0 0 20210901 5 NIGHTSERVICEAPPLIED 15 0 0 20210901 6 NIGHTSERVICEAPPLIED 3 0 0 */ |
Download SQL file: DBS-LocationUsingCaseStatement.sql
The example below queries the BroadsoftCCQueueCallFact for queue call details.
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