04-17-2011 03:12 AM - edited 03-14-2019 07:46 AM
Hello,
i have a problem with configuring a Accumlative SLA on the CUIC , i am using the CUIC 8.0 call-type Historical All-fields , when i generate the report , it only gave me per half hour interval for every calltype and there is no summary , i tried to use the grouping and show a summary but it didn't work.
I also like to know if there is a way to generate this report using the CUIC per day (not half hour interval).
Any idea will help
Amer
04-17-2011 02:05 PM
Hi Amer,
Try the below will help out.
select case isnull(avg(ServiceLevelToday),0) when 0 then 0 else round(avg(ServiceLevelToday)*100,2) end ServiceLevel from Call_Type_Real_Time where CallTypeID in ( )
Gokul
04-17-2011 02:08 PM
Hello Gokul,
Thanks for your reply.
My guess for your suggestion needs premium version right , i do have only standard version , i don't have the ability to edit the query ??
Amer
04-17-2011 02:31 PM
Hi Amer,
If you talking about webview reports, then use Infomaker and create a new report for SLA summary on daily basis.
Gokul
04-17-2011 02:34 PM
Hello,
No , i am only talking about CUIC , the CUIC i have is standard version and the only stock report avaiable for the call type historical shows the SL per half hour interval , not accumlated , i need it accumalted .
Amer
04-18-2011 02:28 AM
Hello,
This is the report definition for the call-type historical all fields, this report is generated by half hour interval , how can we change the definition to make it work per full day (one raw only).
Appriciaite the help.
Amer
SELECT
CTHH.ReportingInterval,
CTHH.CallTypeID, CTHH.TimeZone, CTHH.RecoveryKey,
sum(isnull(CTHH.RouterQueueWaitTime,0)) as RouterQueueWaitTime,
sum(isnull(CTHH.RouterQueueCalls,0)) as RouterQueueCalls,
AvgRouterDelay = sum(isnull(CTHH.AvgRouterDelayQ,0)),
sum(isnull(CTHH.RouterCallsAbandQ,0)) as RouterCallsAbandQ,
sum(isnull(CTHH.RouterQueueCallTypeLimit,0)) as RouterQueueCallTypeLimit,
sum(isnull(CTHH.RouterQueueGlobalLimit,0)) as RouterQueueGlobalLimit,
sum(isnull(CTHH.CallsRouted,0)) as CallsRouted,
sum(isnull(CTHH.ErrorCount,0)) as ErrorCount,
sum(isnull(CTHH.ICRDefaultRouted,0)) as ICRDefaultRouted,
sum(isnull(CTHH.NetworkDefaultRouted,0)) as NetworkDefaultRouted,
sum(isnull(CTHH.ReturnBusy,0)) as ReturnBusy,
sum(isnull(CTHH.ReturnRing,0)) as ReturnRing,
sum(isnull(CTHH.NetworkAnnouncement,0)) as NetworkAnnouncement,
sum(isnull(CTHH.AnswerWaitTime,0)) as AnswerWaitTime,
sum(isnull(CTHH.CallsHandled,0)) as CallsHandled,
sum(isnull(CTHH.CallsOffered,0)) as CallsOffered,
sum(isnull(CTHH.HandleTime,0)) as HandleTime,
sum(isnull(CTHH.ServiceLevelAband,0)) as ServiceLevelAband,
sum(isnull(CTHH.ServiceLevelCalls,0)) as ServiceLevelCalls,
sum(isnull(CTHH.ServiceLevelCallsOffered, 0)) as ServiceLevelCallsOffered,
sum(isnull(CTHH.ServiceLevel,0)) as ServiceLevel,
sum(isnull(CTHH.TalkTime,0)) as TalkTime,
sum(isnull(CTHH.OverflowOut,0)) as OverflowOut,
sum(isnull(CTHH.HoldTime,0)) as HoldTime,
sum(isnull(CTHH.IncompleteCalls,0)) as IncompleteCalls,
CTHH.DateTime,
Datepart(yy, CTHH.DateTime) as Year,
Datepart(mm, CTHH.DateTime) as Month,
Datepart(ww, CTHH.DateTime) as Week,
Datepart(dy, CTHH.DateTime) as DOY,
Datepart(dw, CTHH.DateTime) as DOW,
CONVERT(char(10),CTHH.DateTime,101) as Date,
Call_Type.EnterpriseName,
sum(isnull(CTHH.ShortCalls , 0)) as ShortCalls,
sum(isnull(CTHH.DelayQAbandTime , 0)) as DelayQAbandTime,
sum(isnull(CTHH.CallsAnswered , 0)) as CallsAnswered,
sum(isnull(CTHH.CallsRoutedNonAgent , 0)) as CallsRoutedNonAgent,
sum(isnull(CTHH.CallsRONA , 0)) as CallsRONA,
sum(isnull(CTHH.ReturnRelease , 0)) as ReturnRelease,
sum(isnull(CTHH.CallsQHandled , 0)) as CallsQHandled,
sum(isnull(CTHH.VruUnhandledCalls , 0)) as VruUnhandledCalls,
sum(isnull(CTHH.VruHandledCalls , 0)) as VruHandledCalls,
sum(isnull(CTHH.VruAssistedCalls , 0)) as VruAssistedCalls,
sum(isnull(CTHH.VruOptOutUnhandledCalls, 0)) as VruOptOutUnhandledCalls,
sum(isnull(CTHH.VruScriptedXferredCalls, 0)) as VruScriptedXferredCalls,
sum(isnull(CTHH.VruForcedXferredCalls , 0)) as VruForcedXferredCalls,
sum(isnull(CTHH.VruOtherCalls, 0)) as VruOtherCalls,
CTHH.ServiceLevelType as ServiceLevelType,
CTHH.BucketIntervalID as BucketIntervalID,
sum(isnull(CTHH.AnsInterval1,0)) as AnsInterval1,
sum(isnull(CTHH.AnsInterval2,0)) as AnsInterval2,
sum(isnull(CTHH.AnsInterval3,0)) as AnsInterval3,
sum(isnull(CTHH.AnsInterval4,0)) as AnsInterval4,
sum(isnull(CTHH.AnsInterval5,0)) as AnsInterval5,
sum(isnull(CTHH.AnsInterval6,0)) as AnsInterval6,
sum(isnull(CTHH.AnsInterval7,0)) as AnsInterval7,
sum(isnull(CTHH.AnsInterval8,0)) as AnsInterval8,
sum(isnull(CTHH.AnsInterval9,0)) as AnsInterval9,
sum(isnull(CTHH.AnsInterval10,0)) as AnsInterval10,
sum(isnull(CTHH.AbandInterval1,0)) as AbandInterval1 ,
sum(isnull(CTHH.AbandInterval2,0)) as AbandInterval2,
sum(isnull(CTHH.AbandInterval3,0)) as AbandInterval3 ,
sum(isnull(CTHH.AbandInterval4,0)) as AbandInterval4,
sum(isnull(CTHH.AbandInterval6,0)) as AbandInterval6,
sum(isnull(CTHH.AbandInterval7,0)) as AbandInterval7 ,
sum(isnull(CTHH.AbandInterval8,0)) as AbandInterval8,
sum(isnull(CTHH.AbandInterval9,0)) as AbandInterval9,
sum(isnull(CTHH.AbandInterval10,0)) as AbandInterval10,
CTHH.DbDateTime,
sum(isnull(CTHH.RouterCallsAbandToAgent,0)) as RouterCallsAbandToAgent,
sum(isnull(CTHH.TotalCallsAband, 0)) as TotalCallsAband,
sum(isnull(CTHH.DelayAgentAbandTime,0)) as DelayAgentAbandTime,
sum(isnull(CTHH.CallDelayAbandTime,0)) as CallDelayAbandTime,
sum(isnull(CTHH.CTDelayAbandTime,0)) as CTDelayAbandTime,
sum(isnull(CTHH.ServiceLevelError ,0)) as ServiceLevelError,
sum(isnull(CTHH.ServiceLevelRONA,0)) as ServiceLevelRONA,
sum(isnull(CTHH.AgentErrorCount,0)) as AgentErrorCount,
sum(isnull(CTHH.VRUTime,0)) as VRUTime,
ReturnBR = sum(isnull(CTHH.ReturnBusy,0)) + sum(isnull(CTHH.ReturnRing,0)) + sum(isnull(CTHH.ReturnRelease,0)),
sum(isnull(CTHH.CTVRUTime,0)) as CTVRUTime,
asa= case when sum(isnull(CTHH.CallsAnswered,0)) = 0 then 0
else sum(isnull(CTHH.AnswerWaitTime,0)) * 1.0
/ sum(isnull(CTHH.CallsAnswered,0))
end,
per_aban = (sum(isnull(CTHH.TotalCallsAband,0)) * 1.0)
/ (sum(isnull(CTHH.CallsHandled,0))
+ sum(isnull(CTHH.TotalCallsAband,0))
+ sum(isnull(CTHH .IncompleteCalls,0))
+ sum(isnull(CTHH.ReturnBusy,0))
+ sum(isnull(CTHH.ReturnRing,0))
+ sum(isnull(CTHH.ICRDefaultRouted,0))
+ sum(isnull(CTHH.NetworkDefaultRouted,0))
+ sum(isnull(CTHH.OverflowOut,0))
+ sum(isnull(CTHH.CallsRONA,0))
+ sum(isnull(CTHH.ReturnRelease,0))
+ sum(isnull(CTHH.CallsRoutedNonAgent,0))
+ sum(isnull(CTHH.ShortCalls,0))
+ sum(isnull(CTHH.AgentErrorCount,0))
+ sum(isnull(CTHH.ErrorCount,0))),
avg_aban_delay = case when sum(isnull(CTHH.TotalCallsAband,0)) = 0 then 0
else (sum(isnull(CTHH.CallDelayAbandTime,0)) * 1.0)
/ sum(isnull(CTHH.TotalCallsAband,0))
end,
totalerrorcount= sum(isnull(CTHH.ErrorCount,0))
+ sum(isnull(CTHH.IncompleteCalls,0)) + sum(isnull(CTHH.AgentErrorCount,0)),
CompletedTasks = sum(isnull(CTHH.CallsHandled,0))
+ sum(isnull(CTHH.TotalCallsAband,0))
+ sum(isnull(CTHH.IncompleteCalls,0))
+ sum(isnull(CTHH.ReturnBusy,0))
+ sum(isnull(CTHH.ReturnRing,0))
+ sum(isnull(CTHH.ICRDefaultRouted,0))
+ sum(isnull(CTHH.NetworkDefaultRouted,0))
+ sum(isnull(CTHH.OverflowOut,0))
+ sum(isnull(CTHH.CallsRONA,0))
+ sum(isnull(CTHH.ReturnRelease,0))
+ sum(isnull(CTHH.CallsRoutedNonAgent,0))
+ sum(isnull(CTHH.ShortCalls,0))
+ sum(isnull(CTHH.AgentErrorCount,0))
+ sum(isnull(CTHH.ErrorCount,0)),
Other = sum(isnull(CTHH.CallsRONA,0))
+ sum(isnull(CTHH.CallsRoutedNonAgent,0))
+ sum(isnull(CTHH.ShortCalls,0)),
per_queued = case when sum(isnull(CTHH.CallsHandled,0)) = 0 then 0
else sum(isnull(CTHH.CallsQHandled,0)) * 1.0
/ sum(isnull(CTHH.CallsHandled,0))
End
FROM Call_Type_Interval CTHH (nolock),
Call_Type (nolock)
WHERE ( CTHH.CallTypeID = Call_Type.CallTypeID )
Group By CTHH.DateTime,
Call_Type.EnterpriseName,
CTHH.CallTypeID,
CTHH.TimeZone,
CTHH.RecoveryKey,
CTHH.ServiceLevelType ,
CTHH.DbDateTime,
CTHH.BucketIntervalID,
CTHH.ReportingInterval
ORDER BY Call_Type.EnterpriseName,CTHH.DateTime
04-18-2011 04:02 PM
You cannot change it without Premium edition. If you have Premium you can make the change and upload it to a standard licensed CUIC.
04-18-2011 11:30 PM
Hello Edward,
thanks for your reply , i know that , i have a premium version in my office , i need to make this works and upload it into a production environment on the customer side to check if it is working.
Amer
04-20-2011 05:16 AM
???
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