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2.02 Report: Agent Time Allocation Performance

Download SQL file:  2.02-AgentTimeAllocationPerformance.sql

The example below replicates the data found in the standard 2.02 ECS report. Note that this report has two sections, a summary section and a detail section. There are two queries, one for each section.

2.02 Agent Time Allocation Performance 
/*
 * ECS 2.02 - Agent Time Allocation Performance - report SQL for Evolve IP data warehouse
 * This report has two sections, summary and detail. The two queries are found below.
 */

/*
 * Summary section
 *
 * Main Time Slice, Agent Name, Total Login Time, Total Not Ready Time, Total Ready Idle Time, Total Handling Time, Average Handling Time Per Interaction, Total Busy Time,
 * Total No Answer Time, Total Break Time, Total Handling Outgoing Interactions Idle, Total Backoffice Idle Time, Busy To Login Time Ratio
 *
 * Consider changing iseg_startDateLocal to iseg_interactionStartDateLocal
 */
-- Report Dates
DECLARE @StartDateLocal AS INT = 20220302; -- Inclusive
DECLARE @EndDateLocal AS INT = 20220303;   -- Exclusive

SELECT dd_dateAsDate [Date], eud_ecsUserDisplayName [Agent Name],
	SUM(DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal )) [Total Login Time],
	SUM(CASE WHEN alif_agentStatusName NOT IN ('Ready', 'Offered') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) [Total Not Ready Time],
	SUM(CASE WHEN alif_agentStatusName IN ('Ready', 'Offered') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) [Total Ready Idle Time],
	SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) [Total Handling Time],
	CASE WHEN SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) > 0
		THEN SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) / SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) ELSE 0 END [Average Handling Time Per Interaction],
	SUM(CASE WHEN alif_agentStatusName LIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) [Total Busy Time],
	SUM(CASE WHEN alif_agentStatusName = 'No Answer' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) [Total No Answer Time],
	SUM(CASE WHEN alif_agentStatusName = 'Break' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) [Total Break Time],
	SUM(CASE WHEN alif_agentStatusName = 'Handling - Outgoing Interactions' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) [Total Handling Outgoing Interactions],
	SUM(CASE WHEN alif_agentStatusName = 'Backoffice - Administrative' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) [Total Backoffice Time],
	FORMAT(CASE WHEN SUM(DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal )) > 0
		THEN SUM(CASE WHEN alif_agentStatusName LIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) / CAST( SUM(DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal )) AS DECIMAL)
		ELSE 0 END, 'P0') [Busy To Login Time Ratio]
FROM ECSAgentLifeFact AL
	LEFT OUTER JOIN DateDimension DT WITH(NOLOCK) ON alif_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U WITH(NOLOCK) ON alif_agentId = eud_id
	LEFT OUTER JOIN (SELECT HT.iseg_agentId, HT.iseg_startDateLocal, SUM(HT.handlingTime) AS handlingTime
						FROM (SELECT iseg_agentId, iseg_startDateLocal, SUM(DISTINCT iseg_agentHandlingTime) AS handlingTime
								FROM ECSInteractionSegmentFact
								WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName IN  ('Handling', 'Consulting', 'In Conference')
								GROUP BY iseg_agentId, iseg_interactionId, iseg_startDateLocal) HT
						GROUP BY iseg_agentId, iseg_startDateLocal) I ON AL.alif_agentId = I.iseg_agentId AND AL.alif_startDateLocal = I.iseg_startDateLocal
	LEFT OUTER JOIN (SELECT iseg_agentId, iseg_startDateLocal, COUNT(handledCount) AS handledCount
						FROM (SELECT iseg_agentId, iseg_startDateLocal, COUNT(DISTINCT iseg_interactionId) AS handledCount
								FROM ECSInteractionSegmentFact
								WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName = 'Handling'
								GROUP BY iseg_agentId, iseg_interactionId, iseg_startDateLocal) HC
						GROUP BY iseg_agentId, iseg_startDateLocal) IC ON AL.alif_agentId = IC.iseg_agentId AND AL.alif_startDateLocal = IC.iseg_startDateLocal
WHERE alif_agentLifeTypeId = 1 AND AL.alif_startDateLocal >= @StartDateLocal AND AL.alif_startDateLocal < @EndDateLocal
GROUP BY AL.alif_agentId, dd_dateAsDate, eud_ecsUserDisplayName
ORDER BY eud_ecsUserDisplayName;


/*
 * Detail section
 * Main Time Slice, Sub Time Slice, Total Handling Time, Average Handling Time Per Interaction		
 *
 * Consider changing iseg_startDateLocal to iseg_interactionStartDateLocal				
 */
-- Report Dates
DECLARE @StartDateLocalDetail AS INT = 20220302; -- Inclusive
DECLARE @EndDateLocalDetail AS INT = 20220303;   -- Exclusive

SELECT dd_dateAsDate [Date], eud_ecsUserDisplayName [Agent Name], TS.td_quarterHourLabel [Period],
	SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) [Total Handling Time],
	CASE WHEN SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) > 0
		THEN SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) / SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) ELSE 0 END [Average Handling Time Per Interaction]
FROM (SELECT HT.td_quarterHourLabel, HT.iseg_agentId, HT.iseg_startDateLocal, SUM(HT.handlingTime) AS handlingTime
		FROM (SELECT td_quarterHourLabel, iseg_agentId, iseg_startDateLocal, SUM(DISTINCT iseg_agentHandlingTime) AS handlingTime
				FROM TimeOfDayDimension LEFT OUTER JOIN  ECSInteractionSegmentFact ON iseg_startTimeLocal <= td_lastSecondOfQuarterHour AND iseg_endTimeLocal >= td_firstSecondOfQuarterHour
				WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName IN  ('Handling', 'Consulting', 'In Conference')
					AND iseg_startDateLocal >= @StartDateLocalDetail AND iseg_startDateLocal < @EndDateLocalDetail
				GROUP BY td_quarterHourLabel, iseg_agentId, iseg_interactionId, iseg_startDateLocal) HT
		GROUP BY td_quarterHourLabel, iseg_agentId, iseg_startDateLocal) TS,
	(SELECT HC.td_quarterHourLabel, iseg_agentId, iseg_startDateLocal, COUNT(HC.handledCount) AS handledCount
		FROM (SELECT td_quarterHourLabel, iseg_agentId, iseg_startDateLocal, COUNT(DISTINCT iseg_interactionId) AS handledCount
				FROM TimeOfDayDimension LEFT OUTER JOIN ECSInteractionSegmentFact ON iseg_startTimeLocal <= td_lastSecondOfQuarterHour AND iseg_endTimeLocal >= td_firstSecondOfQuarterHour
				WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName = 'Handling'
					AND iseg_startDateLocal >= @StartDateLocalDetail AND iseg_startDateLocal < @EndDateLocalDetail
				GROUP BY td_quarterHourLabel, iseg_agentId, iseg_interactionId, iseg_startDateLocal) HC
		GROUP BY td_quarterHourLabel, iseg_agentId, iseg_startDateLocal) TC
	LEFT OUTER JOIN DateDimension DT WITH(NOLOCK) ON iseg_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U WITH(NOLOCK) ON iseg_agentId = eud_id
WHERE TC.td_quarterHourLabel = TS.td_quarterHourLabel AND TC.iseg_agentId = TS.iseg_agentId AND TC.iseg_startDateLocal = TS.iseg_startDateLocal
GROUP BY dd_dateAsDate, eud_ecsUserDisplayName, TS.td_quarterHourLabel
ORDER BY eud_ecsUserDisplayName;


2.04 Agent Interaction Summary

Download SQL file: 2.04-AgentInteractionSummary.sql

The example below replicates the data found in the standard 2.04 ECS report. Note that this report has two sections, a summary section and a detail section. There are two queries, one for each section.

2.04 Agent Interaction Summary 
/*
 * ECS 2.04 - Agent Interaction Summary - report SQL for Evolve IP data warehouse
 * This report has two sections, summary and detail. The two queries are found below.
 */

/*
 * Summary section
 *
 * Date, Agent, Interactions Handled, Interactions Missed, Interactions Rejected, Transferred Internal, Transferred External, Transfer %, Inbound, Outbound, Callback, Voice, Chat, Email, Ready, Break,
 * Busy, Staffed, No Answer, Backoffice, Handle Outgoing, Talk (Voice), Hold (Voice), WrapUp (Voice), Handle Time Voice, AHT Voice, Handle Time Chat, AHT Chat, Handle Time Email, AHT Email, Occupancy %, Utilization %,
 * Ready %, Talk Time % (Voice), Hold Time % (Voice), Wrap Up % (Voice), Break Time %
 */
-- Report Dates
DECLARE @StartDateLocal INT = 20220302; -- Inclusive
DECLARE @EndDateLocal INT = 20220303;   -- Exclusive

SELECT eud_ecsUserDisplayName [Agent Name], dd_dateAsDate [Date],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0) [Interactions Handled],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Missed' THEN 1 ELSE 0 END), 0) [Interactions Missed],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Rejected' THEN 1 ELSE 0 END), 0) [Interactions Rejected],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 1 AND iseg_transferredOut = 0 THEN 1 ELSE 0 END), 0) [Transferred Internal],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 0 AND iseg_transferredOut = 1 THEN 1 ELSE 0 END), 0) [Transferred External],
	FORMAT(ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND (iseg_transferredIn = 1 OR iseg_transferredOut = 1) THEN 1 ELSE 0 END) / NULLIF(CAST(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END) AS DECIMAL), 0), 0), 'P2') [Transfer %],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Incoming' THEN 1 ELSE 0 END), 0) [Inbound],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName IN ('OutgoingExternal', 'Campaign') THEN 1 ELSE 0 END), 0) [Outbound],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Callback' THEN 1 ELSE 0 END), 0) [Callback],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Telephony' THEN 1 ELSE 0 END), 0) [Voice],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Chat' THEN 1 ELSE 0 END), 0) [Chat],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Email' THEN 1 ELSE 0 END), 0) [Email],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'SMS' THEN 1 ELSE 0 END), 0) [SMS],
	ISNULL(AVG(AL.readyIdleTime), 0) [Ready Idle],
	ISNULL(AVG(AL.breakTime), 0) [Break],
	ISNULL(AVG(AL.busyTime), 0) [Busy],
	ISNULL(AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd)), 0) [Staffed],
	ISNULL(AVG(AL.noAnswerTime), 0) [No Answer],
	ISNULL(AVG(AL.backOfficeTime), 0) [BackOffice Idle],
	ISNULL(AVG(AL.outgoingIdleTime), 0) [Handle Outgoing Idle],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) [Talk Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime ELSE 0 END), 0) [Hold Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END), 0) [Wrap Up Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) [Handle Time Voice],
	ISNULL(SUM(I.offeredTime) / NULLIF(SUM(I.offeredCount), 0), 0) [Avg. Offer Time],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END), 0) [Handle Time Chat],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT Chat],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time Chat],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END), 0) [Handle Time Email],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT Email],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time Email],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END), 0) [Handle Time SMS],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT SMS],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time SMS],
	FORMAT(ISNULL(AVG(AL.busyTime) / CAST(NULLIF(AVG(AL.readyIdleTime) + AVG(AL.busyTime), 0) AS DECIMAL), 0), 'P2') [Occupancy %],
	FORMAT(ISNULL((AVG(AL.busyTime) + AVG(AL.readyIdleTime)) / CAST(NULLIF(AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0), 'P2') [Utilization %],
	FORMAT(ISNULL(AVG(AL.readyIdleTime) / CAST(NULLIF(AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0), 'P2') [Ready %],
	FORMAT(ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0), 'P2') [Talk Time % (Voice)],
	FORMAT(ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0), 'P2') [Hold Time % (Voice)],
	FORMAT(ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0), 'P2') [Wrap Up % (Voice)],
	FORMAT(ISNULL((AVG(AL.breakTime) + AVG(AL.noAnswerTime)) / CAST(NULLIF(AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0), 'P2') [Break Time %]
FROM (SELECT DISTINCT alif_agentId, alif_startDateLocal, SUM(CASE WHEN alif_agentStatusName IN ('Ready', 'Offered') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) readyIdleTime,
			SUM(CASE WHEN alif_agentStatusName IN ('Break') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) breakTime,
			SUM(CASE WHEN alif_agentStatusName LIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') OR (alif_agentStatusName = 'Backoffice - Administrative' AND alif_interactionStartTime IS NOT NULL) THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) busyTime,
			SUM(CASE WHEN alif_agentStatusName = 'No Answer' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) noAnswerTime,
			SUM(CASE WHEN alif_agentStatusName = 'Backoffice - Administrative' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) backOfficeTime,
			SUM(CASE WHEN alif_agentStatusName = 'Handling - Outgoing Interactions' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) outgoingIdleTime,
			MIN(CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_startTimestampLocal END) staffedStart,
			MAX(CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_endTimestampLocal END) staffedEnd
		FROM ECSAgentLifeFact
		WHERE alif_agentLifeTypeId = 1 AND alif_startDateLocal >= @StartDateLocal AND alif_startDateLocal < @EndDateLocal
		GROUP BY alif_agentId, alif_startDateLocal) AL
	LEFT OUTER JOIN DateDimension DT WITH(NOLOCK) ON alif_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U WITH(NOLOCK) ON alif_agentId = eud_id
	LEFT OUTER JOIN (SELECT iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, iseg_interactionId, SUM(iseg_talkTime) talkTime, SUM(iseg_holdTime) holdTime, SUM(iseg_wrapUpTime) wrapUpTime,
			SUM(CASE WHEN iseg_interactionStateName = 'Offered' THEN iseg_duration ELSE 0 END) offeredTime,
			SUM(CASE WHEN iseg_interactionStateName = 'Offered' THEN 1 ELSE 0 END) offeredCount
		FROM ECSInteractionSegmentFact
		WHERE iseg_agentId IS NOT NULL AND iseg_interactionStartDateLocal >= @StartDateLocal AND iseg_interactionStartDateLocal < @EndDateLocal
		GROUP BY iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, iseg_interactionId) I ON iseg_agentID = AL.alif_agentId AND iseg_interactionStartDateLocal = AL.alif_startDateLocal
GROUP BY dd_dateAsDate, eud_ecsUserDisplayName
ORDER BY eud_ecsUserDisplayName, dd_dateAsDate;

/*
 * Detail section
 *
 * Date, Agent, Interval, Interactions Handled, Interactions Missed, Interactions Rejected, Transferred Internal, Transferred External, Transfer %, Inbound, Outbound, Callback, Voice, Chat, Email, Ready, Break,
 * Busy, Staffed, No Answer, Backoffice, Handle Outgoing, Talk (Voice), Hold (Voice), WrapUp (Voice), Handle Time Voice, AHT Voice, Handle Time Chat, AHT Chat, Handle Time Email, AHT Email, Occupancy %, Utilization %,
 * Ready %, Talk Time % (Voice), Hold Time % (Voice), Wrap Up % (Voice), Break Time %
 */
-- Report Dates and segment length in seconds
DECLARE @StartDateLocalDetail AS INT = 20220302; -- Inclusive
DECLARE @EndDateLocalDetail AS INT = 20220303;   -- Exclusive
DECLARE @SecondsInPeriod AS INT = 3600; -- How many second in the reporting period

SELECT eud_ecsUserDisplayName [Agent Name], dd_dateAsDate [Date], AL.td_hourLabel [Interval],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0) [Interactions Handled],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Missed' THEN 1 ELSE 0 END), 0) [Interactions Missed],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Rejected' THEN 1 ELSE 0 END), 0) [Interactions Rejected],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 1 AND iseg_transferredOut = 0 THEN 1 ELSE 0 END), 0) [Transferred Internal],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 0 AND iseg_transferredOut = 1 THEN 1 ELSE 0 END), 0) [Transferred External],
	FORMAT(ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND (iseg_transferredIn = 1 OR iseg_transferredOut = 1) THEN 1 ELSE 0 END) / NULLIF(CAST(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END) AS DECIMAL), 0), 0), 'P2') [Transfer %],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Incoming' THEN 1 ELSE 0 END), 0) [Inbound],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName IN ('OutgoingExternal', 'Campaign') THEN 1 ELSE 0 END), 0) [Outbound],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Callback' THEN 1 ELSE 0 END), 0) [Callback],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Telephony' THEN 1 ELSE 0 END), 0) [Voice],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Chat' THEN 1 ELSE 0 END), 0) [Chat],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Email' THEN 1 ELSE 0 END), 0) [Email],
	ISNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'SMS' THEN 1 ELSE 0 END), 0) [SMS],
	ISNULL(AVG(AL.readyIdleTime), 0) [Ready Idle],
	ISNULL(AVG(AL.breakTime), 0) [Break],
	ISNULL(AVG(AL.busyTime), 0) [Busy],
	ISNULL(LEAST(@SecondsInPeriod, AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd))), 0) [Staffed],
	ISNULL(AVG(AL.noAnswerTime), 0) [No Answer],
	ISNULL(AVG(AL.backOfficeTime), 0) [BackOffice Idle],
	ISNULL(AVG(AL.outgoingIdleTime), 0) [Handle Outgoing Idle],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) [Talk Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime ELSE 0 END), 0) [Hold Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END), 0) [Wrap Up Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) [Handle Time Voice],
	ISNULL(SUM(I.offeredTime) / NULLIF(SUM(I.offeredCount), 0), 0) [Avg. Offer Time],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time Voice],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END), 0) [Handle Time Chat],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT Chat],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time Chat],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END), 0) [Handle Time Email],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT Email],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time Email],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END), 0) [Handle Time SMS],
	ISNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) [AHT SMS],
	ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredCount ELSE 0 END), 0), 0) [Avg. Offer Time SMS],
	FORMAT(ISNULL(AVG(AL.busyTime) / CAST(NULLIF(AVG(AL.readyIdleTime) + AVG(AL.busyTime), 0) AS DECIMAL), 0), 'P2') [Occupancy %],
	FORMAT(ISNULL((AVG(AL.busyTime) + AVG(AL.readyIdleTime)) / CAST(NULLIF(AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0), 'P2') [Utilization %],
	FORMAT(ISNULL(AVG(AL.readyIdleTime) / CAST(NULLIF(AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0), 'P2') [Ready %],
	FORMAT(ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0), 'P2') [Talk Time % (Voice)],
	FORMAT(ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0), 'P2') [Hold Time % (Voice)],
	FORMAT(ISNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0), 'P2') [Wrap Up % (Voice)],
	FORMAT(ISNULL((AVG(AL.breakTime) + AVG(AL.noAnswerTime)) / CAST(NULLIF(AVG(DATEDIFF(ss, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0), 'P2') [Break Time %]
FROM (SELECT DISTINCT td_hourLabel, alif_agentId, alif_startDateLocal, LEAST(@SecondsInPeriod, SUM(readyIdleTime)) AS readyIdleTime, LEAST(@SecondsInPeriod, SUM(breakTime)) AS breakTime,
			LEAST(@SecondsInPeriod, SUM(busyTime)) AS busyTime, LEAST(@SecondsInPeriod, SUM(noAnswerTime)) AS noAnswerTime, LEAST(@SecondsInPeriod, SUM(backOfficeTime)) AS backOfficeTime,
			LEAST(@SecondsInPeriod, SUM(outgoingIdleTime)) AS outgoingIdleTime, MIN(staffedStart) AS staffedStart, MAX(staffedEnd) AS staffedEnd
		FROM (SELECT DISTINCT td_hourLabel, alif_agentId, alif_startDateLocal, alif_shiftId, alif_startTimestampLocal, alif_endTimestampLocal,
				CASE WHEN alif_agentStatusName IN ('Ready', 'Offered') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END readyIdleTime,
				CASE WHEN alif_agentStatusName IN ('Break') THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END breakTime,
				CASE WHEN alif_agentStatusName LIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') OR (alif_agentStatusName = 'Backoffice - Administrative' AND alif_interactionStartTime IS NOT NULL) THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END busyTime,
				CASE WHEN alif_agentStatusName = 'No Answer' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END noAnswerTime,
				CASE WHEN alif_agentStatusName = 'Backoffice - Administrative' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END backOfficeTime,
				CASE WHEN alif_agentStatusName = 'Handling - Outgoing Interactions' THEN DATEDIFF( ss, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END outgoingIdleTime,
				CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_startTimestampLocal END staffedStart,
				CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_endTimestampLocal END staffedEnd
			FROM ECSAgentLifeFact INNER JOIN TimeOfDayDimension ON alif_startTimeLocal <= td_lastSecondOfhour AND alif_endTimeLocal >= td_firstSecondOfhour
			WHERE alif_agentLifeTypeId = 1 AND alif_startDateLocal >= @StartDateLocalDetail AND alif_startDateLocal < @EndDateLocalDetail) IAL
		GROUP BY alif_startDateLocal, alif_agentId, td_hourLabel) AL
	LEFT OUTER JOIN DateDimension DT WITH(NOLOCK) ON alif_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U WITH(NOLOCK) ON alif_agentId = eud_id,
	(SELECT DISTINCT td_hourLabel, iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionId, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, LEAST(@SecondsInPeriod, SUM(talkTime)) talkTime, LEAST(@SecondsInPeriod, SUM(holdTime)) holdTime, LEAST(@SecondsInPeriod, SUM(wrapUpTime)) wrapUpTime,
			LEAST(@SecondsInPeriod, SUM(offeredTime)) offeredTime, LEAST(@SecondsInPeriod, SUM(offeredCount)) offeredCount
		FROM (SELECT DISTINCT td_hourLabel, iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionId, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
				iseg_transferredIn, iseg_transferredOut, iseg_talkTime talkTime, iseg_holdTime holdTime, iseg_wrapUpTime wrapUpTime,
				CASE WHEN iseg_interactionStateName = 'Offered' THEN iseg_duration ELSE 0 END offeredTime,
				CASE WHEN iseg_interactionStateName = 'Offered' THEN 1 ELSE 0 END offeredCount
			FROM TimeOfDayDimension LEFT OUTER JOIN ECSInteractionSegmentFact ON iseg_interactionStartTimeLocal <= td_lastSecondOfhour AND iseg_interactionStartTimeLocal >= td_firstSecondOfhour
			WHERE iseg_agentId IS NOT NULL AND iseg_interactionStartDateLocal >= @StartDateLocalDetail AND iseg_interactionStartDateLocal < @EndDateLocalDetail) II
		GROUP BY iseg_interactionStartDateLocal, iseg_agentID, td_hourLabel, iseg_interactionId, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, iseg_interactionId) I
WHERE AL.td_hourLabel = I.td_hourLabel AND AL.alif_agentId = I.iseg_agentId AND AL.alif_startDateLocal = I.iseg_interactionStartDateLocal
GROUP BY dd_dateAsDate, eud_ecsUserDisplayName, AL.td_hourLabel
ORDER BY eud_ecsUserDisplayName, dd_dateAsDate, AL.td_hourLabel;


5.05 Queue Interval Summary Report

Download SQL file: 5.05-QueueIntervalSummaryReport.sql

The example below replicates the data found in the standard 5.05 ECS report.

5.05 Queue Interval Summary Report 
/*
 * ECS 5.05 - Queue Interval Summary Report - report SQL for Evolve IP data warehouse
 */
SELECT dd_dateAsDate [Date], TOD.td_halfHourLabel [Time Slice], COUNT(*) AS [Calls Queued]
,SUM(CAST(intr_answered AS INTEGER)) AS [Calls Answered]
,SUM(CASE WHEN A.abandonedQueueTime <= 30 THEN 1 ELSE 0 END) AS [Calls Abandoned 0-30 sec]
,SUM(CASE WHEN A.abandonedQueueTime > 30 THEN 1 ELSE 0 END) AS [Calls Abandoned > 30 sec]
,CASE WHEN COUNT(*) > 0 THEN FORMAT(CAST(COUNT(A.abandonedQueueTime) AS DECIMAL) / COUNT(*), 'P2') ELSE 'N/A' END AS [% Total Abandoned Calls]
,CASE WHEN COUNT(*) > 0 THEN FORMAT(CAST(SUM(CASE WHEN A.abandonedQueueTime > 30 THEN 1 ELSE 0 END) AS DECIMAL) / COUNT(*), 'P2') ELSE 'N/A' END AS [% Total Abandoned Calls > 30 sec]
,SUM(intr_queueTime) AS [Total Waiting Time]
,AVG(intr_queueTime) AS [Average Waiting Time]
,SUM(R.selectDuration) AS [Total Selection Time]
,SUM(CASE WHEN intr_queueTime <= 300 THEN 1 ELSE 0 END) AS [Queue Time 0-300 sec]
,SUM(CASE WHEN intr_queueTime > 300 AND intr_queueTime <= 600 THEN 1 ELSE 0 END) AS [Queue Time 301-600 sec]
,SUM(CASE WHEN intr_queueTime > 600 THEN 1 ELSE 0 END) AS [Queue Time > 600 sec]
,CASE WHEN SUM(CAST(intr_answered AS INTEGER) - CAST(intr_rejected AS INTEGER)) > 0 THEN
		STR(CAST(SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN intr_queueTime ELSE 0 END) AS DECIMAL) / SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN 1 ELSE 0 END), 12, 2)
	ELSE
		'N/A'
	END AS [Average Speed of Answer]
,MAX(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN intr_queueTime ELSE 0 END) AS [Maximum Speed of Answer]
,SUM(intr_talkTime) AS [Total Talk Time (sec)]
,CASE WHEN SUM(CAST(intr_answered AS INTEGER) - CAST(intr_rejected AS INTEGER)) > 0 THEN
		STR(CAST(SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN intr_talkTime ELSE 0 END) AS DECIMAL) / SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN 1 ELSE 0 END), 12, 2)
	ELSE
		'N/A'
	END  AS [Average Talk Time (sec)]
,SUM(CAST(intr_transferredIn AS INTEGER)) AS [Agent Calls Transferred]
,AVG(S.staffedCount) AS [Agents Staffed]
,AVG(AV.availableCount) AS [Agents Available]
FROM [dbo].[ECSInteractionFact] I
	LEFT OUTER JOIN (SELECT DISTINCT iseg_interactionId, intr_queueTime AS abandonedQueueTime, iseg_startDateLocal FROM ECSInteractionFact INNER JOIN ECSInteractionSegmentFact WITH(NOLOCK) ON intr_interactionId = iseg_interactionId WHERE intr_handledByAgent = 0 AND iseg_interactionStateName IS NOT NULL AND iseg_interactionStateName = 'Abandoned' AND intr_queued = 1 AND intr_inbound = 1 AND intr_interactionMediaName = 'Telephony') A ON intr_interactionId = A.iseg_interactionId AND I.intr_startDateLocal = A.iseg_startDateLocal
	LEFT OUTER JOIN (SELECT DISTINCT iseg_interactionId, SUM(DATEDIFF( ss, iseg_startTime, iseg_endTime )) AS selectDuration, iseg_startDateLocal FROM ECSInteractionFact INNER JOIN ECSInteractionSegmentFact WITH(NOLOCK) ON intr_interactionId = iseg_interactionId WHERE iseg_interactionStateName IS NOT NULL AND iseg_interactionStateName = 'AgentSelecting' AND intr_queued = 1 AND intr_inbound = 1 AND intr_interactionMediaName = 'Telephony'
		 GROUP BY iseg_interactionId, iseg_startDateLocal) R ON intr_interactionId = R.iseg_interactionId AND I.intr_startDateLocal = R.iseg_startDateLocal
	LEFT OUTER JOIN TimeOfDayDimension TOD WITH(NOLOCK) ON intr_startTimeLocal = td_timeOfDay
	LEFT OUTER JOIN DateDimension DT WITH(NOLOCK) ON intr_startDateLocal = dd_date
	LEFT OUTER JOIN (SELECT alif_startDateLocal, td_halfHourOfDay, COUNT(DISTINCT alif_agentId) staffedCount
			FROM TimeOfDayDimension LEFT OUTER JOIN  ECSAgentLifeFact ON alif_startTimeLocal <= td_lastSecondOfHalfHour AND alif_endTimeLocal >= td_firstSecondOfHalfHour
			WHERE alif_agentStatusName <> 'Offline'
			GROUP BY alif_startDateLocal, td_halfHourOfDay) S ON S.td_halfHourOfDay = TOD.td_halfHourOfDay AND I.intr_startDateLocal = S.alif_startDateLocal
	LEFT OUTER JOIN (SELECT alif_startDateLocal, td_halfHourOfDay, COUNT(DISTINCT alif_agentId) availableCount
			FROM TimeOfDayDimension LEFT OUTER JOIN  ECSAgentLifeFact ON alif_startTimeLocal <= td_lastSecondOfHalfHour AND alif_endTimeLocal >= td_firstSecondOfHalfHour
			WHERE alif_agentStatusName IN ('Ready', 'Busy')
			GROUP BY alif_startDateLocal, td_halfHourOfDay) AV ON AV.td_halfHourOfDay = TOD.td_halfHourOfDay AND I.intr_startDateLocal = AV.alif_startDateLocal
WHERE intr_queued = 1 AND intr_inbound = 1 AND intr_interactionMediaName = 'Telephony' AND
		intr_startDateLocal >= 20220302 AND intr_startDateLocal <= 20220303
GROUP BY dd_dateAsDate, TOD.td_halfHourLabel
ORDER BY dd_dateAsDate, TOD.td_halfHourLabel



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