View Source

DW structure changes
- added new column to F_Interactions table:
  - PreviewTime
- added new column to F_InteractionSegments table:
  - PreviewTime

2.01 Detailed Agent Interactions Report:
- Dataset Report_DetailedAgentInteractions, new fields:
  - PreviewTime
2.02 Agent Time Allocation Performance Report:
- Dataset Report_AgentTimeAllocationPerformance, new fields:
  - TotalPreviewTime
- Dataset Report_AgentTimeAllocationPerformance_SubDs, new fields:
  - TotalPreviewTime
2.04 Agent Interaction Summary Report:
- Dataset Report_AgentInteractionSummary, new fields:
  - Previewed
  - PreviewTime
3.04 Interactions Detail Record Report:
- Dataset Report_InteractionsDetailRecord, new fields:
  - PreviewTime
5.02 Business Process Interaction Performance Report:
- Dataset Report_BusinessProcessInteractionPerformance, new fields:
  - TotalPreviewTime
  - TotalPreviewed
- Dataset Report_BusinessProcessInteractionPerformance_SubDs, new fields:
  - TotalPreviewTime
  - TotalPreviewed
5.03 Business Process Callback Performance Report:
- Dataset Report_BusinessProcessCallbackPerformance, new fields:
  - TotalPreviewTime
  - TotalPreview
- Dataset Report_BusinessProcessCallbackPerformance_SubDs, new fields:
  - TotalPreviewTime
  - TotalPreview
6.02 Campaign Time Frame Specific Statistics Report:
- Dataset Report_CampaignTimeFrameSpecificStatistics, new fields:
  - PreviewTime
  - Preview
- Dataset Report_CampaignTimeFrameSpecificStatistics_SubDs, new fields:
  - PreviewTime
  - Preview
6.04 Completed Callback Interactions Report:
- Dataset Report_CompletedCallbackInteraction, new fields:
  - PreviewTime
7.01 Customer Experience Report:
- Dataset Report_CustomerExperience, new fields:
  - AvgPreviewTime
- Dataset Report_CustomerExperience_Total, new fields:
  - AvgPreviewTime
7.03 Contact Center Performance Report:
- Dataset Report_ContactCenterPerformance, new fields:
  - AvgPreviewTime
- Dataset Report_ContactCenterPerformance_Total, new fields:
  - AvgPreviewTime
7.05 Contact Center Performance By Demand Report:
- Dataset Report_ContactCenterPerformanceByDemands, new fields:
  - AvgPreviewTime
8.01 Calls Performance by BP and Destinations Report:
- Dataset Report_CallsPerformanceByBPandDestinations, new fields:
  - AvgPreviewTime

LOGIC CHANGES:

ETL db changes:
- changes procedures:
  - new field load:
    - dbo.Upload_F_Interactions(add PreviewTime load)
    - dbo.Upload_F_InteractionSegments(add PreviewTime load)
Users db procedures changes:
- dbo.spRpt_GetInteractionsDataset
1.01 Detailed Agent Activity Report:
- procedures changed:
  - DW.spRpt_DetailedAgentActivity
- Chart Busy States: Status Name:
  - Previous:
    - D_AgentStatus.AgentStatusName
      where AgentStatusName in (Busy, Handle Outgoing, Backoffice, Waiting For XXX)
  - Current:
    - D_AgentStatus.AgentStatusName
      where AgentStatusName in (Busy, Handle Outgoing, Backoffice, Waiting For XXX, Preview)

2.01 Detailed Agent Interactions Report:
- procedures changed:
  - DW.spRpt_DetailedAgentInteractions
- Preview Time:
  - Previous:
    - -
  - Current:
    - F_Interactions.PreviewTime
2.02 Agent Time Allocation Performance Report:
- procedures changed:
  - DW.spRpt_AgentTimeAllocationPerformance
  - DW.spRpt_AgentTimeAllocationPerformance_SubDs1
- Total Preview Time:
  - Previous:
    - -
  - Current:
    - sum((F_InteractionSegments.EndTime - F_InteractionSegments.StartTime) where InteractionState in ('Preview'))
2.04 Agent Interaction Summary Report:
- procedures changed:
  - DW.spRpt_AgentInteractionSummaryReport
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - sum(F_InteractionSegments.EndTime - F_InteractionSegments.StartTime) / count(distinct F_InteractionSegments.InteractionID)
      [Previewed]: F_InteractionSegments.InteractionState = 'Preview'
3.04 Interactions Detail Record Report:
- procedures changed:
  - DW.spRpt_InteractionsDetailRecord
- Preview Duration:
  - Previous:
    - -
  - Current:
    - F_Interactions.PreviewTime
5.02 Business Process Interaction Performance Report:
- procedures changed:
  - DW.spRpt_BusinessProcessInteractionPerformance
  - DW.spRpt_BusinessProcessInteractionPerformance_SubDs1
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - sum(F_Interactions.PreviewTime)
      /
      Count (F_Interactions.InteractionId)
      where F_Interactions.PreviewTime > 0
5.03 Business Process Callback Performance Report:
- procedures changed:
  - DW.spRpt_BusinessProcessCallbackPerformance
  - DW.spRpt_BusinessProcessCallbackPerformance_SubDs1
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - sum(F_Interactions.PreviewTime)
      /
      Count (F_Interactions.InteractionId)
      where F_Interactions.PreviewTime > 0
6.02 Campaign Time Frame Specific Statistics Report:
- procedures changed:
  - DW.spRpt_CampaignTimeFrameSpecificStatistics
  - DW.spRpt_CampaignTimeFrameSpecificStatistics_SubDs1
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - (sum(F_Interactions.PreviewTime)
      /
      Count (F_Interactions.InteractionId)
      where F_Interactions.PreviewTime > 0)
      where F_Campaigns.InteractionId = F_Interactions.InteractionId
6.04 Completed Callback Interactions Report:
- procedures changed:
  - DW.spRpt_CompletedCallbackInteraction
- Preview Time:
  - Previous:
    - -
  - Current:
    - F_Interactions.PreviewTime
      where F_Attempts.InteractionID = F_Interactions.InteractionID
7.01 Customer Experience Report:
- procedures changed:
  - dbo.spRpt_CustomerExperience
  - dbo.spRpt_CustomerExperience_Total
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - sum(F_Interactions.PreviewTime)
      /
      Count (F_Interactions.InteractionId)
      where F_Interactions.PreviewTime > 0
7.03 Contact Center Performance Report:
- procedures changed:
  - dbo.spRpt_ContactCenterPerformance
  - dbo.spRpt_ContactCenterPerformance_Total
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - sum(F_Interactions.PreviewTime)
      /
      Count (F_Interactions.InteractionId)
      where F_Interactions.PreviewTime > 0
7.05 Contact Center Performance By Demand Report:
- procedures changed:
  - DW.spRpt_ContactCenterPerformanceByDemand
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - sum(F_Interactions.PreviewTime)
      /
      Count (F_Interactions.InteractionId)
      where F_Interactions.PreviewTime > 0
8.01 Calls Performance by BP and Destinations Report:
- procedures changed:
  - DW.spRpt_ContactCenterPerformanceByDemand
- Avg. Preview Time:
  - Previous:
    - -
  - Current:
    - sum(F_Interactions.PreviewTime)
      /
      Count (F_Interactions.InteractionId)
      where F_Interactions.PreviewTime > 0