DW structure changes

  • add new column 
    • F_Interactions table
      • SIPCallID

LOGIC CHANGES:

  • Users db procedures changed:
    • dbo.spRpt_GetInteractionsDataset
  • ETL db changes:
    • changes procedures:
      • dbo.Upload_F_Interactions
  • 1.01 Detailed Agent Activity:
    • procedures changed:
      • DW.spRpt_DetailedAgentActivity
    • Interaction State: 
      • Previous:
        • F_AgentLife.InteractionState
      •  Current:

        • case 
              when D_AgentStatus.AgentStatusName = 'Busy' and F_AgentLife.InteractionState = 'Wrap Up' and exists (F_interactionSegments.InteractionState = 'Handling' where F_interactionSegments.InteractionId = F_AgentLife.InteractionId
                  and F_interactionSegments.AgentID = F_AgentLife.AgentID) then 'Handling + Wrap Up'
              when D_AgentStatus.AgentStatusName = 'Dialing' and F_AgentLife.InteractionState = 'Wrap Up' and exists (F_interactionSegments.InteractionState = 'Handling' where F_interactionSegments.InteractionId = F_AgentLife.InteractionId
                  and F_interactionSegments.AgentID = F_AgentLife.AgentID) then 'Dialing + Wrap Up'
              else F_AgentLife.InteractionState
          end

  • 2.01 Detailed Agent Interactions:
    • procedures changed:
      • DW.spRpt_DetailedAgentInteractions
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 3.01 Mistreated Interactions:
    • procedures changed:
      • DW.spRpt_MistreatedInteractions
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 3.02 Query Interactions By Origin or Destination:
    • procedures changed:
      • DW.spRpt_QueryInteractionsByOriginOrDestination
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 3.05 Conversations:
    • procedures changed:
      • DW.spRpt_Conversations
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 4.01 Detailed Business Entity:
    • procedures changed:
      • DW.spRpt_DetailedBusinessEntity
      • DW.spRpt_DetailedBusinessEntity_SubDs1
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 4.02 Destination Trace:
    • procedures changed:
      • DW.spRpt_DestinationTrace
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 4.03 Interaction Disposition Codes:
    • procedures changed:
      • DW.spRpt_InteractionDispositionCodes
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 5.05 Queue Interval Summary:
    • procedures changed:
      • DW.spRpt_APCSummary
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

  • 6.01 Completed Campaign Interactions:
    • procedures changed:
      • DW.spRpt_CompletedCampaignInteraction
    • Filter by report parameters - DispositionCode: 
      • Previous:
        • F_Interactions.DispositionCode
      •  Current:

        • F_Interactions.DispositionCode + '(' + isnull(F_Interactions.DispositionCodeCategory,'No Category Name') + '->' 
                  + isnull(F_Interactions.DispositionCodeSubCategory, 'No Sub Category Name')

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