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How HoldTime countes in Call_Type_SG_Interval table

Malen
Beginner
Beginner

Hello, All.

I have two tables Call_Type_SG_Interval and Agent_Skill_Group_Interval
HoldTime in both this tables are different.


For example, i have two query:
select sum(HoldTime) as HoldTime
from icm0_hds.dbo.Agent_Skill_Group_Interval (nolock)
where DateTime between '2021-03-01' and '2021-03-02' and SkillGroupSkillTargetID = 8826


Value - 297586


select sum(HoldTime) as HoldTime
from icm0_hds.dbo.Agent_Skill_Group_Interval (nolock)
where DateTime between '2021-03-01' and '2021-03-02' and SkillGroupSkillTargetID = 8826

Value - 308068


From DB scheme it's not clear how it is counts.

Can someone explain how it works?

3 Replies 3

TalkingScientist
Beginner
Beginner

Can you try these 2 queries and see if it gives more insight? 

 

SELECT
  SUM(HoldTime) AS HoldTime,
  SUM(IncomingCallsOnHoldTime) AS IncomingCallsOnHoldTime,
  SUM(InternalCallsOnHoldTime) AS InternalCallsOnHoldTime,
  SUM(PreviewCallsOnHoldTime) AS PreviewCallsOnHoldTime,
  SUM(ReserveCallsOnHoldTime) AS ReserveCallsOnHoldTime
FROM icm0_hds.dbo.Agent_Skill_Group_Interval (NOLOCK)
WHERE
  DateTime BETWEEN '2021-03-01' AND '2021-03-02'
  AND SkillGroupSkillTargetID = 8826
SELECT
  SUM(HoldTime) AS HoldTime
FROM icm0_hds.dbo.Call_Type_SG_Interval (NOLOCK)
WHERE
  DateTime BETWEEN '2021-03-01' AND '2021-03-02'
  AND SkillGroupSkillTargetID = 8826

Hello, @TalkingScientist

Agent_Skill_Group_Interva.PNG

 

Call_Type_SG_Interval.PNG

Made your query and the value is the same.
But i don't understand difference between HoldTime and IncomingCallsOnHoldTime.
Can you explain it?

Well, I thought I could. 
I 'thought' HoldTime was an aggregate of Incoming, Internal, Predictive Outbound. 

Then you posted that screenshot and HoldTime is less than IncomingCallsOnHoldTime, now I'm questioning the existence of reality and frankly it's starting my day off sour. 

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