CUIC 8.0 Accumulative SLA Dashboard

[Amer rajai Sha'er]

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

[gokulnaath]

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

[Amer rajai Sha'er]

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

[gokulnaath]

Hi Amer,

If you talking about webview reports, then use Infomaker and create a new report for SLA summary on daily basis.

Gokul

[Amer rajai Sha'er]

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

[Amer rajai Sha'er]

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

[edumansky]

You cannot change it without Premium edition. If you have Premium you can make the change and upload it to a standard licensed CUIC.

[Amer rajai Sha'er]

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

[Amer rajai Sha'er]

???