X 5.4.17

New Common_DateRange_WithDefault:

• fields:
  
  • Period
  • keyvalue

New Common_DateRangeAdmin_WithDefault:

• fields:
  
  • Period
  • keyvalue

New Common_DateRangeAdminMonths_WithDefault:

• fields:
  
  • Period
  • keyvalue

New Common_Period_WithDefault:

• fields:
  
  • Period
  • keyvalue

Report_DetailedAgentActivity:

• fields:
  • ChangeTrigger

• 1.01 Detailed Agent Activity Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 1.02 Agent Detailed Alerts Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 1.03 Agent Transferred Interactions Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 1.04 Agent Breaks Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 1.05 Agent Rejected Interactions Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 1.06 Staffing Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 2.01 Detailed Agent Interactions Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 2.02 Agent Time Allocation Performance Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 2.03 Agent Scoring Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 2.04 Agent Interaction Summary Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 3.01 Mistreated Interactions Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 3.03 Agents Assignments to BP Detailed Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 3.04 Interactions Detail Record Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 3.05 Conversations Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 4.01 Detailed Business Entity Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 4.02 Destination Trace Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 4.03 Interaction Disposition Codes Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 4.10 Inbound Interactions Distribution Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 4.11 Interactions Analysis Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 4.13 Disposition Codes Distribution Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 4.14 Demand Interval Distribution Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 5.01 Business Process Agent Performance Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 5.02 Business Process Interaction Performance Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 5.03 Business Process Callback Performance Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 5.04 Business Process Detailed Alerts Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 5.05 Queue Interval Summary Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 6.02 Campaign Time Frame Specific Statistics Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 6.03 Campaign Inspection Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 6.04 Completed Callback Interactions Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 7.01 Customer Experience Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 7.02 Customer Experience Trends Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 7.03 Contact Center Performance Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 7.04 Abandoned Interactions Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 7.05 Contact Center Performance By Demand Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 8.01 Calls Performance by BP and Destinations Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 9.01 PCS Detail Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 9.02 PCS Summary Agent Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• 9.03 PCS Summary BP Report:

  • Change dataset: Common_DateRange -> Common_DateRange_WithDefault

• Admin. Fixed AgentShiftLife:

  • Change dataset: Common_DateRangeAdmin -> Common_DateRangeAdmin_WithDefault

• Admin. Growth:

  • Change dataset: Common_DateRangeAdminMonths -> Common_DateRangeAdminMonths_WithDefault

• Admin. Platform Usage By Organization:

  • Change dataset: Common_DateRangeAdmin -> Common_DateRangeAdmin_WithDefault

• Admin. Report Usage:

  • Change dataset: Common_Period -> Common_Period_WithDefault

• Admin. Validate Interactions Table:

  • Change dataset: Common_DateRangeAdmin -> Common_DateRangeAdmin_WithDefault

DW structure changes

• add new column 
  • F_AgentLife table
    • ChangeTrigger

LOGIC CHANGES:

• Users db procedures changed:
  • dbo.spGet_FAgentLife
• new Users db procedures:
  • dbo.spRpt_Common_Prm_DateRangeAdminMonths_WithDefault
  • dbo.spRpt_Common_Prm_DateRange_WithDefault
  • dbo.spRpt_Common_Prm_DateRangeAdmin_WithDefault
  • dbo.spRpt_Common_Prm_Period_WithDefault
• ETL db changes:
  • changes procedures:
    • dbo.Upload_F_AgentLife
    • dbo.Upload_F_AgentBpTime
  • new indexes:
    • F_AgentBpTime - IX_F_AgentBpTime_TimeSliceId_Agent
      
    • F_AgentAssignments - IX_F_AgentAssignments_BusinessProcessId_EndTimeSliceId

• 1.03 Agent Transferred Interactions Report:

  • procedures changed:
    • DW.spRpt_DetailedAgentActivity
  • State Reason: 
    • Previous:

      • -

    •  Current:
      • F_Interactions.ChangeTrigger
  • Ended In Transfer: 
    • Previous:
      • F_interactionSegments.AdditionalInfo(json).endedInTransfer
    •  Current:
      • F_interactionSegments.AdditionalInfo(json).endedInTransfer
        

        additional internal json format:

        iif(endedInTransfer.blind = ''false'', ''Attended Transfer", "Blind Transfer")

• 4.01 Detailed Business Entity:
  • procedures changed:
    • DW.spRpt_DetailedBusinessEntity
    • DW.spRpt_DetailedBusinessEntity_SubDs
  • Consultees/Transfers: 
    • Previous:
      • "Consult:"+F_interactionSegments.AdditionalInfo(json).consultees/"Transfer:"+F_interactionSegments.AdditionalInfo(json).endedInTransfer
    •  Current:
      • "Consult:"+F_interactionSegments.AdditionalInfo(json).consultees/"Transfer:"+F_interactionSegments.AdditionalInfo(json).endedInTransfer
        

        additional internal json format:

        iif(endedInTransfer.blind = ''false'', ''Attended Transfer", "Blind Transfer")