X 5.4.0

• 6.04 Completed Callback Interactions Report:
  • Dataset Report_CompletedCallbackInteraction, new fields:
    • TurnaroundTime
    • CallbackResponseTime
    • RecordingPath
    • RecordingTranscription
    • RecordingPathMain
    • RecordingTranscriptionMain

LOGIC CHANGES:

• ETL db changes:
  • changes procedures:
    • new field load:
      • dbo.Upload_F_Interactions(add RecordingPath, RecordingTranscription load)
• Users db procedures changes:
  • dbo.spRpt_GetInteractionsDataset    
• 6.04 Completed Callback Interactions Report:
  • procedures changed:
    • DW.spRpt_CompletedCallbackInteraction
  • Enter Time - > Callback Requested Time:  
    • Previous:
      • F_Callbacks.EnterTime
    •  Current:

      • F_Callbacks.EnterTime

  • Last Attempt Time - > Final Attempt Time:  
    • Previous:
      • F_Callbacks.LastAttemptTime
    •  Current:

      • F_Callbacks.LastAttemptTime

  • Turnaround Time:  
    • Previous:
      • -
    •  Current:

      • Callback Requested Time - Final Attempt Time

  • Last Attempt - > Final Attempt State:  
    • Previous:
      • F_Callbacks.LastAttemptInteractionStateID → D_InteractionState.LastInteractionStateID → D_InteractionState.LastInteractionStateName
    •  Current:

      • F_Callbacks.LastAttemptInteractionStateID → D_InteractionState.LastInteractionStateID → D_InteractionState.LastInteractionStateName

  • Attempt Time - > Agent Attempt Time:  
    • Previous:
      • F_Attempts.AttemptTime
    •  Current:

      • F_Attempts.AttemptTime

  • Callback Response Time:  
    • Previous:
      • -
    •  Current:

      • (Agent Attempt Time - Opt In Time) where Attempt Number = 1

        (Agent Attempt Time - Agent Attempt Time(previous attempt number)) where Attempt Number > 1

  • Recording Path:  
    • Previous:
      • -
    •  Current:

      • DBA.dbo.Settings where SettingName = 'RecordingBaseUrl' 

        replace ORGANIZATIONID → Users.dbo.UserGroup.OrganizationGUID

        replace FILENAME → F_Interactions.RecordingPath

  • Recording Transcription:  
    • Previous:
      • -
    •  Current:

      • F_Interactions.RecordingTranscription

  • Filter - Attempt State Filter:  
    • Previous:

      • [Ended State] = 'Purged'

        OR

        Exists:

        F_Attempts.InteractionState = @AttemptState

    •  Current:

      • Exists:

        F_Attempts.InteractionState = @AttemptState

  • Filter - Ended State Filter:  
    • Previous:

      • [Ended State]

        OR

        @EndedState LIKE ''%|HandledOnFirstTrial|%'' && F_Callbacks.LastInteractionState = ''Handled''
        AND F_Callbacks.NumberOfAttempts = 1

    •  Current:

      • [Ended State]

        OR

        @EndedState LIKE ''%|HandledOnFirstTrial|%'' && F_Callbacks.LastInteractionState = ''Handled''
        AND F_Callbacks.NumberOfAttempts = 2

• 7.05 Contact Center Performance By Demand Report:
  • procedures changed:
    • DW.spRpt_ContactCenterPerformanceByDemand
  • Staffed Agents:
    • Previous:
      • Count(distinct F_AgentLife.AgentID)
        F_AgentLife.Status <> 'Offline' 
        and F_AgentLife.AgentLifeTypeID = 1
             
    • Current:
      • Count(distinct F_AgentBpTime.AgentID)
        @BusinessProcessName = '- ALL -' 
        OR
        (@BusinessProcessName = F_AgentBpTime.BusinessProcessName and F_AgentBpTime.isAssigned = 1)