I have create a report that is lookin only at Agents States & Reason codes (Thanks Jameson) having run the report it is only showing 3 'live agent teams' in my nw report, however if I run the usual Agent team RT report, all of the Agent teams have data against, them.
Unfortunately I cannot run the SQL against the SQL DB as I do not have access to the Customer DB.
This is my code, which clearly shows all the Agent Team IDs.
SELECT Agent_Team.EnterpriseName,
AgentTeamSkillID = Agent_Team.AgentTeamID,
SUM (CASE Agent_Real_Time.AgentState WHEN '0' THEN 1 ELSE 0 END) AS LoggedOut,
SUM (CASE Agent_Real_Time.AgentState WHEN '1' THEN 1 ELSE 0 END) AS LoggedIn,
SUM (CASE Agent_Real_Time.AgentState WHEN '2' THEN 1 ELSE 0 END) AS NotReady,
SUM (CASE Agent_Real_Time.AgentState WHEN '3' THEN 1 ELSE 0 END) AS Available,
SUM (CASE Agent_Real_Time.AgentState WHEN '4' THEN 1 ELSE 0 END) AS Talking,
SUM (CASE Agent_Real_Time.AgentState WHEN '5' THEN 1 ELSE 0 END) AS Wrapup,
SUM (CASE Agent_Real_Time.AgentState WHEN '10' THEN 1 ELSE 0 END) AS OnHold,
SUM (CASE Agent_Real_Time.AgentState WHEN ' ' THEN 1 ELSE 0 END) AS Other,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '115' THEN 1 ELSE 0 END) AS Admin,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '117' THEN 1 ELSE 0 END) AS Personal,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '106' THEN 1 ELSE 0 END) AS EndofShift,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '102' THEN 1 ELSE 0 END) AS Lunch,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '103' THEN 1 ELSE 0 END) AS Meeting,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '113' THEN 1 ELSE 0 END) AS IT,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '101' THEN 1 ELSE 0 END) AS Brea,
SUM (CASE Agent_Real_Time.ReasonCode WHEN '111' THEN 1 ELSE 0 END) AS Development,
SUM (CASE Agent_Real_Time.ReasonCode WHEN ' ' THEN 1 ELSE 0 END) AS None
FROM Agent (nolock)
INNER JOIN Agent_Real_Time (nolock) on Agent.SkillTargetID = Agent_Real_Time.SkillTargetID
INNER Join Agent_Team_Member (nolock) on Agent_Team_Member.SkillTargetID =Agent.SkillTargetID
INNER Join Agent_Team (nolock) on Agent_Team.AgentTeamID = Agent_Team_Member.SkillTargetID where Agent_Team.AgentTeamID IN (5032, 5033, 5035, 5036, 5037, 5034, 5031, 5030, 5027, 5019, 5020, 5021, 5041, 5014, 5022, 5023, 5024, 5000, 5001, 5002, 5003, 5004, 5015, 5028, 5025, 5005, 5029, 5040, 5006, 5007, 5008, 5009, 5010, 5011, 5012, 5016, 5017, 5026, 5039, 5018, 5013)
Group BY Agent_Team.EnterpriseName, Agent_Team.AgentTeamID
I have attached a real time view of my report, plus a real time view of the Stock Agent Team report, which I have modified to just show necessary data...
As always any and all help is greatly appreciated.
Thanks Sarah
