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02-27-2013 05:03 AM - edited 03-14-2019 11:19 AM
Hi.
1)
I got data from Call_Type_Half_Hour table:
*******************************************************
SELECT
EntName = Call_Type.EnterpriseName, Datetime = CTHH.DateTime, CallType = CTHH.CallTypeID, RouterQCalls = sum(isnull(CTHH.RouterQueueCallsToHalf,0)), AvgRouterDelayQ = sum(isnull(CTHH.AvgRouterDelayQToHalf,0)), AnsWaitTime = sum(isnull(CTHH.AnswerWaitTimeHalf,0)), ErrorCount = sum(isnull(CTHH.ErrorCountToHalf,0)) + sum(isnull(CTHH.AgentErrorCountToHalf,0)),
ICRDefaultRouted = sum(isnull(CTHH.ICRDefaultRoutedToHalf,0)), NetworkDefaultRouted = sum(isnull(CTHH.NetworkDefaultRoutedToHalf,0)),
ReturnBR = sum(isnull(CTHH.ReturnBusyToHalf,0)) + sum(isnull(CTHH.ReturnRingToHalf,0)) + sum(isnull(CTHH.ReturnReleaseToHalf,0)),
CallsOffered = sum(isnull(CTHH.CallsOfferedHalf,0)), CallsHandled = sum(isnull(CTHH.CallsHandledHalf,0)), CallsAband = sum(isnull(CTHH.TotalCallsAbandToHalf,0)), SvcLvlAband = sum(isnull(CTHH.ServiceLevelAbandHalf,0)), SvcLvlCallsHalf = sum(isnull(CTHH.ServiceLevelCallsHalf,0)), SvcLvlCallsOfferedHalf = sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0)), OverflowOut = sum(isnull(CTHH.OverflowOutHalf,0)), Incomplete = sum(isnull(CTHH.IncompleteCallsHalf,0)), delaytime=sum(isnull(CTHH.CallDelayAbandTimeToHalf,0)),
shortcalls= sum(isnull(CTHH.ShortCallsHalf,0)), asa= case when sum(isnull(CTHH.CallsAnsweredToHalf,0)) = 0 then 0
else sum(isnull(CTHH.AnswerWaitTimeHalf,0)) * 1.0 / sum(isnull(CTHH.CallsAnsweredToHalf,0)) end, per_aban = (sum(isnull(CTHH.TotalCallsAbandToHalf,0)) * 1.0) / (sum(isnull(CTHH.CallsHandledHalf,0)) + sum(isnull(CTHH.TotalCallsAbandToHalf,0))
+ sum(isnull(CTHH.IncompleteCallsHalf,0)) + sum(isnull(CTHH.ReturnBusyToHalf,0)) + sum(isnull(CTHH.ReturnRingToHalf,0))
+ sum(isnull(CTHH.ICRDefaultRoutedToHalf,0)) + sum(isnull(CTHH.NetworkDefaultRoutedToHalf,0)) + sum(isnull(CTHH.OverflowOutHalf,0))
+ sum(isnull(CTHH.CallsRONAToHalf,0)) + sum(isnull(CTHH.ReturnReleaseToHalf,0)) + sum(isnull(CTHH.CallsRoutedNonAgentToHalf,0))
+ sum(isnull(CTHH.ShortCallsHalf,0)) + sum(isnull(CTHH.AgentErrorCountToHalf,0)) + sum(isnull(CTHH.ErrorCountToHalf,0))),
avg_aban_delay = case when sum(isnull(CTHH.TotalCallsAbandToHalf,0)) = 0 then 0 else (sum(isnull(CTHH.CallDelayAbandTimeToHalf,0)) * 1.0)
/ sum(isnull(CTHH.TotalCallsAbandToHalf,0)) end, totalerrorcount= sum(isnull(CTHH.ErrorCountToHalf,0)) + sum(isnull(CTHH.IncompleteCallsHalf,0)) + sum(isnull(CTHH.AgentErrorCountToHalf,0)), CompletedTasks = sum(isnull(CTHH.CallsHandledHalf,0)) + sum(isnull(CTHH.TotalCallsAbandToHalf,0)) + sum(isnull(CTHH.IncompleteCallsHalf,0)) + sum(isnull(CTHH.ReturnBusyToHalf,0)) + sum(isnull(CTHH.ReturnRingToHalf,0)) + sum(isnull(CTHH.ICRDefaultRoutedToHalf,0)) + sum(isnull(CTHH.NetworkDefaultRoutedToHalf,0))
+ sum(isnull(CTHH.OverflowOutHalf,0)) + sum(isnull(CTHH.CallsRONAToHalf,0)) + sum(isnull(CTHH.ReturnReleaseToHalf,0)) + sum(isnull(CTHH.CallsRoutedNonAgentToHalf,0)) + sum(isnull(CTHH.ShortCallsHalf,0)) + sum(isnull(CTHH.AgentErrorCountToHalf,0)) + sum(isnull(CTHH.ErrorCountToHalf,0)), Other = sum(isnull(CTHH.CallsRONAToHalf,0)) + sum(isnull(CTHH.CallsRoutedNonAgentToHalf,0))
+ sum(isnull(CTHH.ShortCallsHalf,0)), SL=sum(isnull(CTHH.ServiceLevelHalf,0)), CallsAns = sum(isnull(CTHH.CallsAnsweredToHalf,0)),
CallsQHandled = sum(isnull(CTHH.CallsQHandledToHalf,0)), per_queued = case when sum(isnull(CTHH.CallsHandledHalf,0)) = 0 then 0
else sum(isnull(CTHH.CallsQHandledToHalf,0)) * 1.0 / sum(isnull(CTHH.CallsHandledHalf,0)) end
FROM Call_Type, Call_Type_Half_Hour CTHH
WHERE Call_Type.CallTypeID = CTHH.CallTypeID AND Call_Type.CallTypeID in ( 5027 ) AND CTHH.DateTime >= {ts '2013-01-04 12:00:00.000'} AND CTHH.DateTime <= {ts '2013-01-04 13:59:00.000'} GROUP BY CTHH.CallTypeID, Call_Type.EnterpriseName, CTHH.DateTime
ORDER BY Call_Type.EnterpriseName, CTHH.CallTypeID, CTHH.DateTime ASC
*******************************************************
This SQL query I got from Webview report (calltype21).
The result of the query is:
| EntName | Datetime | CallType | RouterQCalls | AvgRouterDelayQ | AnsWaitTime | ErrorCount | ICRDefaultRouted | NetworkDefaultRouted | ReturnBR | CallsOffered | CallsHandled | CallsAband | SvcLvlAband | SvcLvlCallsHalf | SvcLvlCallsOfferedHalf | OverflowOut | Incomplete | delaytime | shortcalls | asa | per_aban | avg_aban_delay | totalerrorcount | CompletedTasks | Other | SL | CallsAns | CallsQHandled | per_queued | ||||||||||||||||||||||||||||||||||||||
| CT_CVP1_1400 | 04.01.2013 | 12:00:00 | 5027 | 12 | 184 | 512 | 0 | 0 | 0 | 0 | 14 | 5 | 8 | 1 | 0 | 14 | 0 | 0 | 1950 | 0 | 85.333333333333 | .615384615384 | 243.750000000000 | 0 | 13 | 0 | 0.0 | 6 | 4 | .800000000000 | |||||||||||||||||||||||||||||||||||||
| CT_CVP1_1400 | 04.01.2013 | 12:30:00 | 5027 | 2 | 139 | 111 | 0 | 0 | 0 | 0 | 6 | 3 | 3 | 1 | 0 | 5 | 0 | 0 | 312 | 1 | 55.500000000000 | .428571428571 | 104.000000000000 | 0 | 7 | 1 | 0.0 | 2 | 2 | .666666666666 | |||||||||||||||||||||||||||||||||||||
| CT_CVP1_1400 | 04.01.2013 | 13:00:00 | 5027 | 14 | 11 | 3 | 0 | 0 | 0 | 0 | 21 | 5 | 15 | 12 | 2 | 20 | 0 | 0 | 405 | 1 | .600000000000 | .714285714285 | 27.000000000000 | 0 | 21 | 1 | 0.25 | 5 | 1 | .200000000000 | |||||||||||||||||||||||||||||||||||||
| CT_CVP1_1400 | 04.01.2013 | 13:30:00 | 5027 | 3 | 32 | 5 | 0 | 0 | 0 | 0 | 8 | 4 | 5 | 1 | 0 | 8 | 0 | 0 | 329 | 0 | 1.250000000000 | .555555555555 | 65.800000000000 | 0 | 9 | 0 | 0.0 | 4 | 0 | .000000000000 | |||||||||||||||||||||||||||||||||||||
2)
With this SQL query I can get data from Termination_Call_Detail table for CallType:
*******************************************************
Select DateTime, * from Termination_Call_Detail where DateTime >'2013-01-04 13:00:00' and DateTime < '2013-01-04 13:29:59'
and CallTypeID=5027
*******************************************************
The result is:
| DateTime | RecoveryKey | MRDomainID | AgentSkillTargetID | SkillGroupSkillTargetID | ServiceSkillTargetID | PeripheralID | RouteID | RouterCallKeyDay | RouterCallKey | DateTime | PeripheralCallType | DigitsDialed | PeripheralCallKey | CallDisposition | NetworkTime | Duration | RingTime | DelayTime | TimeToAband | HoldTime | TalkTime | WorkTime | LocalQTime | BillRate | CallSegmentTime | ConferenceTime | Variable1 | Variable2 | Variable3 | Variable4 | Variable5 | UserToUser | NewTransaction | RecoveryDay | TimeZone | NetworkTargetID | TrunkGroupID | DNIS | InstrumentPortNumber | AgentPeripheralNumber | ICRCallKey | ICRCallKeyParent | ICRCallKeyChild | Variable6 | Variable7 | Variable8 | Variable9 | Variable10 | ANI | AnsweredWithinServiceLevel | Priority | Trunk | WrapupData | SourceAgentPeripheralNumber | SourceAgentSkillTargetID | CallDispositionFlag | RouterCallKeySequenceNumber | CED | CallTypeID | BadCallTag | ApplicationTaskDisposition | ApplicationData | NetQTime | DbDateTime | |||
| 04.01.2013 | 13:01:23.293 | 624642564630.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 641 | 04.01.2013 | 13:01:23.293 | 1 | 109902 | 1293552 | 6 | 0 | 181 | 0 | 181 | 181 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644658 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89841804261 | N | NULL | 3276879 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:09:36.450 |
| 04.01.2013 | 13:01:23.793 | 624642564631.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 641 | 04.01.2013 | 13:01:23.793 | 1 | 109902 | 1293553 | 6 | 0 | 181 | 0 | 60 | 181 | 0 | 0 | 0 | 121 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644659 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89841804261 | N | NULL | 6553644 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:09:36.450 |
| 04.01.2013 | 13:09:37.793 | 624642564683.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 666 | 04.01.2013 | 13:09:37.793 | 1 | 109902 | 1293603 | 13 | 0 | 28 | 0 | 28 | 28 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644720 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84245241182 | N | NULL | 6553619 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:17:49.950 |
| 04.01.2013 | 13:11:00.793 | 624642564689.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 666 | 04.01.2013 | 13:11:00.793 | 1 | 109902 | 1293602 | 6 | 0 | 112 | 0 | 29 | 0 | 0 | 83 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644719 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84245241182 | N | NULL | 3276854 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:18:58.043 |
| 04.01.2013 | 13:12:27.293 | 624642564696.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 669 | 04.01.2013 | 13:12:27.293 | 1 | 109902 | 1293609 | 13 | 0 | 27 | 0 | 27 | 27 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644729 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84242725921 | N | NULL | 6553616 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:20:40.153 |
| 04.01.2013 | 13:13:32.293 | 624642564700.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 669 | 04.01.2013 | 13:13:32.293 | 1 | 109902 | 1293608 | 6 | 0 | 93 | 0 | 29 | 0 | 0 | 64 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644728 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84242725921 | N | NULL | 3276851 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:21:31.153 |
| 04.01.2013 | 13:14:45.793 | 624642564702.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 674 | 04.01.2013 | 13:14:45.793 | 1 | 109902 | 1293619 | 13 | 0 | 10 | 0 | 10 | 10 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644740 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553611 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:22:39.250 |
| 04.01.2013 | 13:17:02.793 | 624642564710.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 676 | 04.01.2013 | 13:17:02.793 | 1 | 109902 | 1293622 | 6 | 0 | 37 | 0 | 37 | 37 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644747 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84242728341 | N | NULL | 3276844 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:25:12.450 |
| 04.01.2013 | 13:17:02.793 | 624642564711.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 676 | 04.01.2013 | 13:17:02.793 | 1 | 109902 | 1293623 | 6 | 0 | 36 | 0 | 27 | 36 | 0 | 0 | 0 | 9 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644748 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84242728341 | N | NULL | 6553609 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:25:12.450 |
| 04.01.2013 | 13:18:44.293 | 624642564716.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 674 | 04.01.2013 | 13:18:44.293 | 1 | 109902 | 1293618 | 6 | 0 | 249 | 0 | 11 | 0 | 0 | 238 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644739 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276846 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:26:37.450 |
| 04.01.2013 | 13:18:54.293 | 624642564736.0 | 1 | 5204 | 5068 | NULL | 5000 | 5025 | 150483 | 674 | 04.01.2013 | 13:18:54.293 | 2 | 109902 | 36256064 | 13 | 0 | 249 | 0 | 0 | 0 | 0 | 239 | 10 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | 5119 | NULL | 100025 | 100025 | 213 | 1075644741 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | NULL | NULL | NULL | NULL | 1 | 2 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:28:53.653 |
| 04.01.2013 | 13:18:56.293 | 624642564718.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 680 | 04.01.2013 | 13:18:56.293 | 1 | 109902 | 1293631 | 13 | 0 | 27 | 0 | 27 | 27 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644758 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84242720401 | N | NULL | 6553605 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:26:54.543 |
| 04.01.2013 | 13:20:00.793 | 624642564725.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 683 | 04.01.2013 | 13:20:00.793 | 1 | 109902 | 1293636 | 6 | 0 | 12 | 0 | 12 | 12 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644766 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276837 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:28:02.543 |
| 04.01.2013 | 13:20:00.793 | 624642564726.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 683 | 04.01.2013 | 13:20:00.793 | 1 | 109902 | 1293637 | 6 | 0 | 11 | 0 | 9 | 11 | 0 | 0 | 0 | 2 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644767 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553602 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:28:02.543 |
| 04.01.2013 | 13:20:37.293 | 624642564732.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 687 | 04.01.2013 | 13:20:37.293 | 1 | 109902 | 1293644 | 6 | 0 | 13 | 0 | 13 | 13 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644774 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276833 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:28:36.653 |
| 04.01.2013 | 13:20:37.293 | 624642564733.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 687 | 04.01.2013 | 13:20:37.293 | 1 | 109902 | 1293645 | 6 | 0 | 12 | 0 | 9 | 12 | 0 | 0 | 0 | 3 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644775 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553688 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:28:36.653 |
| 04.01.2013 | 13:21:01.793 | 624642564737.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 688 | 04.01.2013 | 13:21:01.793 | 1 | 109902 | 1293646 | 6 | 0 | 20 | 0 | 20 | 20 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644776 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276832 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:29:10.653 |
| 04.01.2013 | 13:21:01.793 | 624642564738.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 688 | 04.01.2013 | 13:21:01.793 | 1 | 109902 | 1293647 | 6 | 0 | 19 | 0 | 14 | 19 | 0 | 0 | 0 | 5 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644777 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553687 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:29:10.653 |
| 04.01.2013 | 13:21:21.293 | 624642564740.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 690 | 04.01.2013 | 13:21:21.293 | 1 | 109902 | 1293650 | 6 | 0 | 14 | 0 | 14 | 14 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644781 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276830 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:29:27.653 |
| 04.01.2013 | 13:21:21.293 | 624642564741.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 690 | 04.01.2013 | 13:21:21.293 | 1 | 109902 | 1293651 | 6 | 0 | 13 | 0 | 9 | 13 | 0 | 0 | 0 | 4 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644782 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553685 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:29:27.653 |
| 04.01.2013 | 13:21:36.793 | 624642564746.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 691 | 04.01.2013 | 13:21:36.793 | 1 | 109902 | 1293652 | 6 | 0 | 11 | 0 | 11 | 11 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644784 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276829 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:29:27.653 |
| 04.01.2013 | 13:21:36.793 | 624642564747.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 691 | 04.01.2013 | 13:21:36.793 | 1 | 109902 | 1293653 | 6 | 0 | 10 | 0 | 8 | 10 | 0 | 0 | 0 | 2 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644785 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553684 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:29:27.653 |
| 04.01.2013 | 13:22:11.293 | 624642564750.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 694 | 04.01.2013 | 13:22:11.293 | 1 | 109902 | 1293658 | 6 | 0 | 14 | 0 | 14 | 14 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644790 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276826 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:30:18.750 |
| 04.01.2013 | 13:22:11.293 | 624642564751.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 694 | 04.01.2013 | 13:22:11.293 | 1 | 109902 | 1293659 | 6 | 0 | 13 | 0 | 11 | 13 | 0 | 0 | 0 | 2 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644791 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553681 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:30:18.750 |
| 04.01.2013 | 13:22:40.293 | 624642564756.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 696 | 04.01.2013 | 13:22:40.293 | 1 | 109902 | 1293662 | 6 | 0 | 11 | 0 | 11 | 11 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644795 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276824 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:30:35.750 |
| 04.01.2013 | 13:22:40.293 | 624642564757.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 696 | 04.01.2013 | 13:22:40.293 | 1 | 109902 | 1293663 | 6 | 0 | 10 | 0 | 8 | 10 | 0 | 0 | 0 | 2 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644796 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553679 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:30:35.750 |
| 04.01.2013 | 13:23:37.293 | 624642564762.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 700 | 04.01.2013 | 13:23:37.293 | 1 | 109902 | 1293670 | 6 | 0 | 13 | 0 | 13 | 13 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644803 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 3276820 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:31:43.857 |
| 04.01.2013 | 13:23:37.293 | 624642564763.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 700 | 04.01.2013 | 13:23:37.293 | 1 | 109902 | 1293671 | 6 | 0 | 12 | 0 | 10 | 12 | 0 | 0 | 0 | 2 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644804 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553675 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:31:43.857 |
| 04.01.2013 | 13:23:39.793 | 624642564764.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 680 | 04.01.2013 | 13:23:39.793 | 1 | 109902 | 1293630 | 6 | 0 | 312 | 0 | 30 | 0 | 0 | 282 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5002 | 109902 | NULL | NULL | 1075644757 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84242720401 | N | NULL | 3276840 | NULL | NULL | NULL | 1 | 0 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:31:43.857 |
| 04.01.2013 | 13:23:49.793 | 624642564780.0 | 1 | 5204 | 5068 | NULL | 5000 | 5025 | 150483 | 680 | 04.01.2013 | 13:23:49.793 | 2 | 109902 | 36256073 | 13 | 0 | 295 | 1 | 0 | 0 | 0 | 284 | 10 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | 5119 | NULL | 100025 | 100025 | 213 | 1075644762 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 84242720401 | N | NULL | NULL | NULL | NULL | NULL | 1 | 2 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:34:00.043 |
| 04.01.2013 | 13:23:52.793 | 624642564767.0 | 1 | NULL | NULL | NULL | 5003 | NULL | 150483 | 701 | 04.01.2013 | 13:23:52.793 | 1 | 109902 | 1293673 | 13 | 0 | 9 | 0 | 9 | 9 | 0 | 0 | 0 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | NULL | 5003 | 888412 | NULL | NULL | 1075644807 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | 6553674 | NULL | NULL | NULL | 1 | 1 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:32:00.857 |
| 04.01.2013 | 13:28:07.793 | 624642564804.0 | 1 | 5204 | 5068 | NULL | 5000 | 5025 | 150483 | 701 | 04.01.2013 | 13:28:07.793 | 2 | 109902 | 36256084 | 13 | 0 | 255 | 0 | 0 | 0 | 0 | 245 | 10 | 0 | NULL | NULL | 0 | NULL | NULL | NULL | NULL | NULL | NULL | N | 0 | -660 | 5119 | NULL | 100025 | 100025 | 213 | 1075644808 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 89242820707 | N | NULL | NULL | NULL | NULL | NULL | 1 | 2 | NULL | 5027 | N | 0 | NULL | 0 | 04.01.2013 | 13:38:15.153 |
I`m interested in half hour interval "04.01.2013 13:00". For this half hour interval SL=0.25*100%=25%.
For my configuration the formula for SL like this(ignore abandoned calls):
SvcLvlCallsHalf/(SvcLvlCallsOfferedHalf-SvcLvlAband)*100% = 2/(20-12)*100%=25%.
But I don`t understand which calls from Termination_Call_Detail are on Service Level. I mean: from Call_Type_Half_Hour we can see that there are 2 Service Level calls. Can you provide me this calls in Termination_Call_Detail?
Service Level threshold is 30 sec.
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02-27-2013 05:21 AM
Hi Nikolay,
How is this CallType used. Is this used for Script Selection ? If you are using this for Script Selection do you have any other CallType used before Routing the Call to SkillGroup or Agent. Then you would see the AgentSkillTargetID and SkillGroupSkillTargetID against that CallTypeID.
Simply can you verify the PeripheralID for these TCD records which you see? Whether it is Agent PG PeripheralID.
Then for that call, you have a field where AnsweredwithinServiceLevel field in the TCD Table. Will contain Y or N. Check that helps for you
Regards,
Senthil
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02-27-2013 05:53 AM
Hi Senthil,
thanks for your reply. I found 3 calls by your recomendation. But all theese calls have "N" in AnsweredwithinServiceLevel.
It is strange because there are 2 service level calls in Call_Type_Half_Hour in this interval...
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02-28-2013 01:53 AM
Hi Nikolay,
The AnswerdWithinServiceLevel field from the Termination Call Detail is defined for the Service, Its not for the CallType. If you look at the DatabaseSchema Guide, It should tell in detail.
Indicates whether the call was answered with the service level defined for the service
I don't think so there is a field which can help you in TCD.
Regards,
Senthil
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02-28-2013 10:41 PM
Hi Senthil,
I think I understand... There was some problems with call flow script.
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