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Hi,I am checking AgentOutCalls from the Agent_Skill_Group_Interval table, but it doesn't match number of calls in Termination_Call_Detail with PeripheralCallType = 9, on 1 out of 6 agents - and I have no clue why.In the ASGI table, the agent has made...
Hi all,I´m trying to find out the longest wait to abandon in the Call_Type_Interval table.However, it seem to sum together the "DelayQAbandTime" on an interval instead of picking the MAX DelayQAbandTime.This makes the "Longest wait to abandon" being ...
Hi all,I'm having a report which need serious improvements as its taking such a long time to run.I believe that the reason of this is because I need to calculate how many calls we have coded with a wrapup code, divided by how many calls we have (both...
Hi,When comparing at Agent_Interval.LoggedOnTime with the duration between Agent_State_Trace.Eventname=1 and Agent_State_Trace.Eventname=0 there is a time difference.When doing the comparison on an Agent they had:LoggedOnTime: 08:48Duration between E...
If you're familiar with PHP and has access to the database directly, you can build a dashboard on your own which looks exactly how you want it to look.Example:
Wasnt able to upload the document so I'll paste the info here.Hopefully you can copy+paste it to excel to make it a bit more visible.The query counts the rows which has PeripheralCallType = 9Thanks! ...
Thanks Jack!I´ve recued it into one OUTER now, but Im not progressing well on the temporary table - getting this error:Create the parameters or correct the query syntax and recreate the parameters. Incorrect syntax near the keyword 'SET'.Any ideas on...
Here is the current query, where I´m picking MAX(TimeToAband) from TCD2.This report takes AGES to run - any tips?
SELECT
CT.EnterpriseName,
TCD.CallTypeID,
(CASE WHEN SUM(TCD.Coded * 1.0) = 0 THEN 0 ELSE SUM(TCD.Negative * 1.0)/SUM(TCD.Coded * 1.0) ...
Have a play with this.Create the Report Definition as Anonymous Block with @UserName as a string.You could create a value list for all Agents to make it easier for them to select their username on the filters.SELECTQueue = Variable3,DateTime,Agent.En...
