• DW structure changes
    • added indexes to tables:
      • F_AgentLife table
        • Index_F_AgentLife_IX_F_AgentLife_StartTimeSliceID
        • Index_F_AgentLife_IX_F_AgentLife_EndTimeSliceID
      • F_Interactions table
        • Index_F_Interactions_IX_F_Interactions_EndTimeSliceID
  • 2.04 Agent Interaction Summary Report:
    • Dataset Report_AgentInteractionSummary, new fields:
      • Internal
    • CSV Export, add field:
      • Internal
  • 6.04 Completed Callback Interaction Report:
    • renamed fields:
      • Callback ID -> Interaction ID
  • 7.01 Customer Experience Report:
    • Chat Section, new field:  
      • Staffed Agents
  • 7.03 Contact Center Performance Report:
    • SMS Section, new field:  
      • Staffed Agents
  • 7.05 Contact Center Performance By Demand Report:
    • SMS Section, new field:  
      • Staffed Agents

LOGIC CHANGES:

  • ETL db changes:
    • changes procedures:
      • dbo.Upload_F_AgentBpTime - optimization
      • dbo.Delete_D_Agent
      • dbo.Delete_D_AgentLifeType
      • dbo.Delete_D_AgentStatus
      • dbo.Delete_D_AlertType
      • dbo.Delete_D_AreaCode
      • dbo.Delete_D_BreakCategoryType
      • dbo.Delete_D_BreakType
      • dbo.Delete_D_BusinessProcess
      • dbo.Delete_D_CRMContact
      • dbo.Delete_D_Campaign
      • dbo.Delete_D_Clients
      • dbo.Delete_D_CounterType
      • dbo.Delete_D_DelegatedState
      • dbo.Delete_D_DialerType
      • dbo.Delete_D_Direction
      • dbo.Delete_D_EntityType
      • dbo.Delete_D_InboundCampaigns
      • dbo.Delete_D_InteractionChannel
      • dbo.Delete_D_InteractionCreationType
      • dbo.Delete_D_InteractionMedia
      • dbo.Delete_D_InteractionResult
      • dbo.Delete_D_InteractionState
      • dbo.Delete_D_InteractionType
      • dbo.Delete_D_Level
      • dbo.Delete_D_OriginatedFrom
      • dbo.Delete_D_ProductTypes
      • dbo.Delete_D_Products
      • dbo.Delete_D_Skill
      • dbo.Delete_D_TimeZone
      • dbo.Delete_F_AgentAssignments
      • dbo.Delete_F_Alerts
      • dbo.Delete_F_Attempts
      • dbo.Delete_F_InteractionConversations
      • dbo.Delete_F_InteractionDelegated
      • dbo.Delete_F_InteractionSegments
      • dbo.Delete_F_InteractionSkills
      • dbo.Delete_F_Interactions
      • dbo.Delete_F_SupervisorAssignments
      • dbo.Upload_D_CRMContact
      • dbo.Upload_D_TimeZone
      • dbo.Upload_F_AgentAssignments
      • dbo.Upload_F_AgentBpTime
      • dbo.Upload_F_Alerts
      • dbo.Upload_F_InteractionConversations
      • dbo.Upload_F_InteractionSkills
      • dbo.Upload_F_InteractionUsage
      • dbo.Upload_F_SupervisorAssignments
  • DBA db procedures changes:
    • changes procedures:
      • dbo.CleanYearDbs
  • Users db procedures changes:
    • dbo.spRpt_GetInteractionsDataset    
    • dbo.spUpload_AgentsBreaks
  • 2.04 Agent Interaction Summary Report:
    • procedures changed:
      • DW.spRpt_AgentInteractionSummaryReport
    • Interactions Handled:  
      • Previous:
        • [Inbound] + [Outbound] +[Callback]
      •  Current:

        • [Inbound] + [Outbound] +[Callback] + [Internal]

    • Internal
      • Previous:
        • -
      • Current:

        • [Internal]: F_Interactions.InteractionCreationType in ('OutgoingInternal')

          [Answered/Handled]: F_InteractionSegments.InteractionState = 'Handling'

                                             F_InteractionSegments.AgentID = @AgentID

  • 7.01 Customer Experience Report:
    • Staffed Agents Chat Section:  
      • Previous:
        • -
      •  Current:

        • Count(distinct F_AgentBpTime.AgentID)

          @BusinessProcessName = '- ALL -' 
           OR

          (@BusinessProcessName = F_AgentBpTime.BusinessProcessName and F_AgentBpTime.isAssigned = 1)

  • 7.03 Contact Center Performance Report:
    • Staffed Agents SMS Section: 
      • Previous:
        • -
      •  Current:

        • Count(distinct F_AgentBpTime.AgentID)

          @BusinessProcessName = '- ALL -' 
           OR

          (@BusinessProcessName = F_AgentBpTime.BusinessProcessName and F_AgentBpTime.isAssigned = 1)

  • 7.05 Contact Center Performance By Demand Report:
    • Staffed Agents SMS Section: 
      • Previous:
        • -
      •  Current:

        • Count(distinct F_AgentBpTime.AgentID)

          @BusinessProcessName = '- ALL -' 
           OR

          (@BusinessProcessName = F_AgentBpTime.BusinessProcessName and F_AgentBpTime.isAssigned = 1)

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