UCCE 7.5 how to get BHCA and Average Call Handle time?

[Nguyen Quang Son]

Hi everybody,

I'm trying to do an audit of the existing UCCE system.

Can someone please tell me how to get the BHCA and Average Call Handle time for agent?

I did a SQL query against the CallTypeHalfHour table for all the entering Call Type but I'm not sure that's the right BHCA.

Thanks in advance,

Best Regards,

[Sergio Fernando Gonzalez Parroquin]

Hi Geoff. I took your query and produced what I think is the BHCA by integrating over the hours:

Select Hour = datepart(HOUR,TheHour),BHCA=AVG(Calls)

From (

SELECT TheHour=convert(datetime,floor(convert(float,DateTime))) + convert(datetime,convert(varchar,datepart(HOUR,DateTime)) + ':00:00'), Calls=SUM(RouteCallDetailTo5)

FROM Logger_Meters

WHERE DateTime BETWEEN '01/01/17 00:05' AND '01/19/17 23:59'

Group BY convert(datetime,floor(convert(float,DateTime))) + convert(datetime,convert(varchar,datepart(HOUR,DateTime)) + ':00:00')

) InnerQuery

group by datepart(HOUR,TheHour)
order by datepart(HOUR,TheHour)

It gives two columns as a result: "Hour" which has the hour of the day, and "BHCA", which has the average number of calls on that hour over the date range.

What do you make of this modification?

Sergio

[karthikeyan swaminathan]

Hi Sergio,

Shall we use this query to calculate BHCA for getting data in hour basis, please suggest

Thanks for your support

[Sergio Fernando Gonzalez Parroquin]

Sure. Just remember to connect to the Logger (NOT the AW) via the SQL Studio and run this query, modifying the date range.

You could also remove the "where" clause altogether to get ALL records:

[Sergio Fernando Gonzalez Parroquin]

Hi Geoff. I took your query and produced what I think is the BHCA by integrating over the hours, as you were saying:

Select Hour = datepart(HOUR,TheHour),BHCA=AVG(Calls)

From (

SELECT TheHour=convert(datetime,floor(convert(float,DateTime))) + convert(datetime,convert(varchar,datepart(HOUR,DateTime)) + ':00:00'), Calls=SUM(RouteCallDetailTo5)

FROM Logger_Meters

WHERE DateTime BETWEEN '01/01/17 00:05' AND '01/19/17 23:59'

Group BY convert(datetime,floor(convert(float,DateTime))) + convert(datetime,convert(varchar,datepart(HOUR,DateTime)) + ':00:00')

) InnerQuery

group by datepart(HOUR,TheHour)
order by datepart(HOUR,TheHour)

It gives two columns as a result: "Hour" which has the hour of the day, and "BHCA", which has the average number of calls on that hour over the date range.

I've tested it and it seems to make sense.

What do you make of this modification?

Sergio