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2.02 Report: Agent Time Allocation Performance

Download SQL file: 2.02-AgentTimeAllocationPerformanceSnow.sql

The example below replicates the data found in the standard 2.02 ECS report. Note that this report has two sections, a summary section and a detail section. There are two queries, one for each section.

/*
 * ECS 2.02 - Agent Time Allocation Performance - report SQL for Evolve IP data warehouse
 * This report has two sections, summary and detail. The two queries are found below.
 */

/*
 * Summary section
 *
 * Main Time Slice, Agent Name, Total Login Time, Total Not Ready Time, Total Ready Idle Time, Total Handling Time, Average Handling Time Per Interaction, Total Busy Time,
 * Total No Answer Time, Total Break Time, Total Handling Outgoing Interactions Idle, Total Backoffice Idle Time, Busy To Login Time Ratio
 *
 * Consider changing iseg_startDateLocal to iseg_interactionStartDateLocal
 */

EXECUTE IMMEDIATE $$
-- Snowflake Scripting code

BEGIN
-- Report Dates
LET StartDateLocal number(38, 2) := 20230302; -- Inclusive
LET EndDateLocal number(38, 2) := 20230303;   -- Exclusive

LET res RESULTSET := (SELECT dd_dateAsDate "Date",
    eud_ecsUserDisplayName "Agent Name",
	SUM(DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal )) "Total Login Time",
	SUM(CASE WHEN alif_agentStatusName NOT IN ('Ready', 'Offered') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) "Total Not Ready Time",
	SUM(CASE WHEN alif_agentStatusName IN ('Ready', 'Offered') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) "Total Ready Idle Time",
	SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) "Total Handling Time",
	CASE WHEN SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) > 0
		THEN SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) / SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) ELSE 0 END "Average Handling Time Per Interaction",
	SUM(CASE WHEN alif_agentStatusName LIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) "Total Busy Time",
	SUM(CASE WHEN alif_agentStatusName = 'No Answer' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) "Total No Answer Time",
	SUM(CASE WHEN alif_agentStatusName = 'Break' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) "Total Break Time",
	SUM(CASE WHEN alif_agentStatusName = 'Handling - Outgoing Interactions' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) "Total Handling Outgoing Interactions",
	SUM(CASE WHEN alif_agentStatusName = 'Backoffice - Administrative' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) "Total Backoffice Time",
	TO_VARCHAR(CASE WHEN SUM(DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal )) > 0
		THEN SUM(CASE WHEN alif_agentStatusName ILIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) / CAST( SUM(DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal )) AS DECIMAL)
		ELSE 0 END * 100,'999') || ' %' "Busy To Login Time Ratio"
FROM ECSAgentLifeFact AL
	LEFT OUTER JOIN DateDimension DT ON alif_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U ON alif_agentId = eud_id
	LEFT OUTER JOIN (SELECT HT.iseg_agentId, HT.iseg_startDateLocal, SUM(HT.handlingTime) AS handlingTime
						FROM (SELECT iseg_agentId, iseg_startDateLocal, SUM(DISTINCT iseg_agentHandlingTime) AS handlingTime
								FROM ECSInteractionSegmentFact
								WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName IN  ('Handling', 'Consulting', 'In Conference')
								GROUP BY iseg_agentId, iseg_interactionId, iseg_startDateLocal) HT
						GROUP BY iseg_agentId, iseg_startDateLocal) I ON AL.alif_agentId = I.iseg_agentId AND AL.alif_startDateLocal = I.iseg_startDateLocal
	LEFT OUTER JOIN (SELECT iseg_agentId, iseg_startDateLocal, COUNT(handledCount) AS handledCount
						FROM (SELECT iseg_agentId, iseg_startDateLocal, COUNT(DISTINCT iseg_interactionId) AS handledCount
								FROM ECSInteractionSegmentFact
								WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName = 'Handling'
								GROUP BY iseg_agentId, iseg_interactionId, iseg_startDateLocal) HC
						GROUP BY iseg_agentId, iseg_startDateLocal) IC ON AL.alif_agentId = IC.iseg_agentId AND AL.alif_startDateLocal = IC.iseg_startDateLocal
WHERE alif_agentLifeTypeName = 'shift' AND AL.alif_startDateLocal >= :StartDateLocal AND AL.alif_startDateLocal < :EndDateLocal
GROUP BY AL.alif_agentId, dd_dateAsDate, eud_ecsUserDisplayName
ORDER BY eud_ecsUserDisplayName);

return TABLE(res);

END;
$$
;

/*
 * Detail section
 * Main Time Slice, Sub Time Slice, Total Handling Time, Average Handling Time Per Interaction
 *
 * Consider changing iseg_startDateLocal to iseg_interactionStartDateLocal
 */
-- Report Dates

EXECUTE IMMEDIATE $$
-- Snowflake Scripting code

BEGIN
-- Report Dates
LET StartDateLocalDetail number(38, 2) := 20230302; -- Inclusive
LET EndDateLocalDetail number(38, 2) := 20230303;   -- Exclusive

LET res RESULTSET := (SELECT dd_dateAsDate "Date",
    eud_ecsUserDisplayName "Agent Name",
    TS.td_quarterHourLabel "Period",
	SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) "Total Handling Time",
	CASE WHEN SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) > 0
		THEN SUM(DISTINCT CASE WHEN handlingTime IS NOT NULL THEN handlingTime ELSE 0 END) / SUM(DISTINCT CASE WHEN handledCount IS NOT NULL THEN handledCount ELSE 0 END) ELSE 0 END "Average Handling Time Per Interaction"
FROM (SELECT HT.td_quarterHourLabel, HT.iseg_agentId, HT.iseg_startDateLocal, SUM(HT.handlingTime) AS handlingTime
		FROM (SELECT td_quarterHourLabel, iseg_agentId, iseg_startDateLocal, SUM(DISTINCT iseg_agentHandlingTime) AS handlingTime
				FROM TimeOfDayDimension LEFT OUTER JOIN  ECSInteractionSegmentFact ON iseg_startTimeLocal <= td_lastSecondOfQuarterHour AND iseg_endTimeLocal >= td_firstSecondOfQuarterHour
				WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName IN  ('Handling', 'Consulting', 'In Conference')
					AND iseg_startDateLocal >= :StartDateLocalDetail AND iseg_startDateLocal < :EndDateLocalDetail
				GROUP BY td_quarterHourLabel, iseg_agentId, iseg_interactionId, iseg_startDateLocal) HT
		GROUP BY td_quarterHourLabel, iseg_agentId, iseg_startDateLocal) TS,
	(SELECT HC.td_quarterHourLabel, iseg_agentId, iseg_startDateLocal, COUNT(HC.handledCount) AS handledCount
		FROM (SELECT td_quarterHourLabel, iseg_agentId, iseg_startDateLocal, COUNT(DISTINCT iseg_interactionId) AS handledCount
				FROM TimeOfDayDimension LEFT OUTER JOIN ECSInteractionSegmentFact ON iseg_startTimeLocal <= td_lastSecondOfQuarterHour AND iseg_endTimeLocal >= td_firstSecondOfQuarterHour
				WHERE iseg_agentId IS NOT NULL AND iseg_startDateLocal IS NOT NULL AND iseg_interactionStateName = 'Handling'
					AND iseg_startDateLocal >= :StartDateLocalDetail AND iseg_startDateLocal < :EndDateLocalDetail
				GROUP BY td_quarterHourLabel, iseg_agentId, iseg_interactionId, iseg_startDateLocal) HC
		GROUP BY td_quarterHourLabel, iseg_agentId, iseg_startDateLocal) TC
	LEFT OUTER JOIN DateDimension DT ON iseg_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U ON iseg_agentId = eud_id
WHERE TC.td_quarterHourLabel = TS.td_quarterHourLabel AND TC.iseg_agentId = TS.iseg_agentId AND TC.iseg_startDateLocal = TS.iseg_startDateLocal
GROUP BY dd_dateAsDate, eud_ecsUserDisplayName, TS.td_quarterHourLabel
ORDER BY eud_ecsUserDisplayName, "Period");

return TABLE(res);

END;
$$
;

2.04 Agent Interaction Summary

Download SQL file: 2.04-AgentInteractionSummarySnow.sql

The example below replicates the data found in the standard 2.04 ECS report. Note that this report has two sections, a summary section and a detail section. There are two queries, one for each section.

/*
 * ECS 2.04 - Agent Interaction Summary - report SQL for Evolve IP data warehouse
 * This report has two sections, summary and detail. The two queries are found below.
 */

/*
 * Summary section
 *
 * Date, Agent, Interactions Handled, Interactions Missed, Interactions Rejected, Transferred Internal, Transferred External, Transfer %, Inbound, Outbound, Callback, Voice, Chat, Email, Ready, Break,
 * Busy, Staffed, No Answer, Backoffice, Handle Outgoing, Talk (Voice), Hold (Voice), WrapUp (Voice), Handle Time Voice, AHT Voice, Handle Time Chat, AHT Chat, Handle Time Email, AHT Email, Occupancy %, Utilization %,
 * Ready %, Talk Time % (Voice), Hold Time % (Voice), Wrap Up % (Voice), Break Time %
 */
-- Report Dates
EXECUTE IMMEDIATE $$
-- Snowflake Scripting code

BEGIN

LET StartDateLocal number(38, 2) := 20220302;-- Inclusive
LET EndDateLocal number(38, 2) := 20220303;-- Exclusive

LET res RESULTSET := (SELECT eud_ecsUserDisplayName "Agent Name",
    dd_dateAsDate "Date",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0) "Interactions Handled",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Missed' THEN 1 ELSE 0 END), 0) "Interactions Missed",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Rejected' THEN 1 ELSE 0 END), 0) "Interactions Rejected",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 1 AND iseg_transferredOut = 0 THEN 1 ELSE 0 END), 0) "Transferred Internal",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 0 AND iseg_transferredOut = 1 THEN 1 ELSE 0 END), 0) "Transferred External",
	TO_VARCHAR((IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND (iseg_transferredIn = 1 OR iseg_transferredOut = 1) THEN 1 ELSE 0 END) / NULLIF(CAST(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END) AS DECIMAL), 0), 0) * 100), '999.99') || ' %' "Transfer %",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Incoming' THEN 1 ELSE 0 END), 0) "Inbound",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName IN ('OutgoingExternal', 'Campaign') THEN 1 ELSE 0 END), 0) "Outbound",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Callback' THEN 1 ELSE 0 END), 0) "Callback",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Telephony' THEN 1 ELSE 0 END), 0) "Voice",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Chat' THEN 1 ELSE 0 END), 0) "Chat",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Email' THEN 1 ELSE 0 END), 0) "Email",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'SMS' THEN 1 ELSE 0 END), 0) "SMS",
	IFNULL(AVG(AL.readyIdleTime), 0) "Ready Idle",
	IFNULL(AVG(AL.breakTime), 0) "Break",
	IFNULL(AVG(AL.busyTime), 0) "Busy",
	IFNULL(AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd)), 0) "Staffed",
	IFNULL(AVG(AL.noAnswerTime), 0) "No Answer",
	IFNULL(AVG(AL.backOfficeTime), 0) "BackOffice Idle",
	IFNULL(AVG(AL.outgoingIdleTime), 0) "Handle Outgoing Idle",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) "Talk Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime ELSE 0 END), 0) "Hold Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END), 0) "Wrap Up Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) "Handle Time Voice",
	IFNULL(SUM(I.offeredTime) / NULLIF(SUM(I.offeredCount), 0), 0) "Avg. Offer Time",
	IFNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) "AHT Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredCount ELSE 0 END), 0), 0) "Avg. Offer Time Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END), 0) "Handle Time Chat",
	IFNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) "AHT Chat",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredCount ELSE 0 END), 0), 0) "Avg. Offer Time Chat",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END), 0) "Handle Time Email",
	IFNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) "AHT Email",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredCount ELSE 0 END), 0), 0) "Avg. Offer Time Email",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END), 0) "Handle Time SMS",
	IFNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) "AHT SMS",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredCount ELSE 0 END), 0), 0) "Avg. Offer Time SMS",

    TO_VARCHAR((IFNULL(AVG(AL.busyTime) / CAST(NULLIF(AVG(AL.readyIdleTime) + AVG(AL.busyTime), 0) AS DECIMAL), 0) * 100), '999.99') || ' %' "Occupancy %",

    TO_VARCHAR((IFNULL((AVG(AL.busyTime) + AVG(AL.readyIdleTime)) / CAST(NULLIF(AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0) * 100), '999.99') || ' %' "Utilization %",

    TO_VARCHAR((IFNULL(AVG(AL.readyIdleTime) / CAST(NULLIF(AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0) * 100), '999.99') || ' %' "Ready %",

    TO_VARCHAR((IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0) * 100), '999.99') || ' %' "Talk Time % (Voice)",

    TO_VARCHAR((IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0) * 100), '999.99') || ' %' "Hold Time % (Voice)",

    TO_VARCHAR((IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0) * 100), '999.99') || ' %'"Wrap Up % (Voice)",

    TO_VARCHAR((IFNULL((AVG(AL.breakTime) + AVG(AL.noAnswerTime)) / CAST(NULLIF(AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0) * 100), '999.99') || ' %' "Break Time %"

FROM (SELECT DISTINCT alif_agentId, alif_startDateLocal, SUM(CASE WHEN alif_agentStatusName IN ('Ready', 'Offered') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) readyIdleTime,
			SUM(CASE WHEN alif_agentStatusName IN ('Break') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) breakTime,
			SUM(CASE WHEN alif_agentStatusName LIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') OR (alif_agentStatusName = 'Backoffice - Administrative' AND alif_interactionStartTime IS NOT NULL) THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) busyTime,
			SUM(CASE WHEN alif_agentStatusName = 'No Answer' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) noAnswerTime,
			SUM(CASE WHEN alif_agentStatusName = 'Backoffice - Administrative' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) backOfficeTime,
			SUM(CASE WHEN alif_agentStatusName = 'Handling - Outgoing Interactions' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END) outgoingIdleTime,
			MIN(CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_startTimestampLocal END) staffedStart,
			MAX(CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_endTimestampLocal END) staffedEnd
		FROM ECSAgentLifeFact
		WHERE alif_agentLifeTypeId = 1 AND alif_startDateLocal >= :StartDateLocal AND alif_startDateLocal < :EndDateLocal
		GROUP BY alif_agentId, alif_startDateLocal) AL
	LEFT OUTER JOIN DateDimension DT ON alif_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U ON alif_agentId = eud_id
	LEFT OUTER JOIN (SELECT iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, iseg_interactionId, SUM(iseg_talkTime) talkTime, SUM(iseg_holdTime) holdTime, SUM(iseg_wrapUpTime) wrapUpTime,
			SUM(CASE WHEN iseg_interactionStateName = 'Offered' THEN iseg_duration ELSE 0 END) offeredTime,
			SUM(CASE WHEN iseg_interactionStateName = 'Offered' THEN 1 ELSE 0 END) offeredCount
		FROM ECSInteractionSegmentFact
		WHERE iseg_agentId IS NOT NULL AND iseg_interactionStartDateLocal >= :StartDateLocal AND iseg_interactionStartDateLocal < :EndDateLocal
		GROUP BY iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, iseg_interactionId) I ON iseg_agentID = AL.alif_agentId AND iseg_interactionStartDateLocal = AL.alif_startDateLocal
GROUP BY dd_dateAsDate, eud_ecsUserDisplayName
ORDER BY eud_ecsUserDisplayName, dd_dateAsDate);

return TABLE(res);

END;
$$
;

/*
 * Detail section
 *
 * Date, Agent, Interval, Interactions Handled, Interactions Missed, Interactions Rejected, Transferred Internal, Transferred External, Transfer %, Inbound, Outbound, Callback, Voice, Chat, Email, Ready, Break,
 * Busy, Staffed, No Answer, Backoffice, Handle Outgoing, Talk (Voice), Hold (Voice), WrapUp (Voice), Handle Time Voice, AHT Voice, Handle Time Chat, AHT Chat, Handle Time Email, AHT Email, Occupancy %, Utilization %,
 * Ready %, Talk Time % (Voice), Hold Time % (Voice), Wrap Up % (Voice), Break Time %
 */
-- Report Dates and segment length in seconds
EXECUTE IMMEDIATE $$
-- Snowflake Scripting code

BEGIN

LET StartDateLocalDetail number(38, 2) := 20220302;-- Inclusive
LET EndDateLocalDetail number(38, 2) := 20220303;-- Exclusive
LET SecondsInPeriod number(38, 2) := 3600; -- How many second in the reporting period

LET res RESULTSET := (SELECT eud_ecsUserDisplayName "Agent Name",
    dd_dateAsDate "Date",
    AL.td_hourLabel "Interval",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0) "Interactions Handled",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Missed' THEN 1 ELSE 0 END), 0) "Interactions Missed",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Rejected' THEN 1 ELSE 0 END), 0) "Interactions Rejected",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 1 AND iseg_transferredOut = 0 THEN 1 ELSE 0 END), 0) "Transferred Internal",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND iseg_transferredIn = 0 AND iseg_transferredOut = 1 THEN 1 ELSE 0 END), 0) "Transferred External",
	TO_VARCHAR((IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_endedInTransfer = 1 AND (iseg_transferredIn = 1 OR iseg_transferredOut = 1) THEN 1 ELSE 0 END) / NULLIF(CAST(SUM(CASE WHEN iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END) AS DECIMAL), 0), 0)* 100), '999.99') || ' %' "Transfer %",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Incoming' THEN 1 ELSE 0 END), 0) "Inbound",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName IN ('OutgoingExternal', 'Campaign') THEN 1 ELSE 0 END), 0) "Outbound",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionCreationTypeName = 'Callback' THEN 1 ELSE 0 END), 0) "Callback",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Telephony' THEN 1 ELSE 0 END), 0) "Voice",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Chat' THEN 1 ELSE 0 END), 0) "Chat",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'Email' THEN 1 ELSE 0 END), 0) "Email",
	IFNULL(SUM(CASE WHEN iseg_interactionStateName = 'Handling' AND iseg_interactionMediaName = 'SMS' THEN 1 ELSE 0 END), 0) "SMS",
	IFNULL(ROUND(AVG(AL.readyIdleTime), 0), 2) "Ready Idle",
	IFNULL(AVG(AL.breakTime), 0) "Break",
	IFNULL(AVG(AL.busyTime), 0) "Busy",
	IFNULL(LEAST(:SecondsInPeriod, AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd))), 0) "Staffed",
	IFNULL(AVG(AL.noAnswerTime), 0) "No Answer",
	IFNULL(AVG(AL.backOfficeTime), 0) "BackOffice Idle",
	IFNULL(AVG(AL.outgoingIdleTime), 0) "Handle Outgoing Idle",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) "Talk Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime ELSE 0 END), 0) "Hold Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END), 0) "Wrap Up Voice",
	IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END), 0) "Handle Time Voice",

    IFNULL(ROUND(SUM(I.offeredTime) / NULLIF(SUM(I.offeredCount), 0), 0), 2) "Avg. Offer Time",

    IFNULL(ROUND((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) , 2) "AHT Voice",

    IFNULL(ROUND(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.offeredCount ELSE 0 END), 0), 0), 2) "Avg. Offer Time Voice",

    IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END), 0) "Handle Time Chat",

    IFNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) "AHT Chat",

    IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Chat' THEN I.offeredCount ELSE 0 END), 0), 0) "Avg. Offer Time Chat",

    IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END), 0) "Handle Time Email",

    IFNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) "AHT Email",

    IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Email' THEN I.offeredCount ELSE 0 END), 0), 0) "Avg. Offer Time Email",

    IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END), 0) "Handle Time SMS",

    IFNULL((SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime ELSE 0 END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.talkTime ELSE 0 END)) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' AND iseg_interactionStateName = 'Handling' THEN 1 ELSE 0 END), 0), 0) "AHT SMS",

    IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredTime ELSE 0 END) / NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'SMS' THEN I.offeredCount ELSE 0 END), 0), 0) "Avg. Offer Time SMS",

    TO_VARCHAR((IFNULL(AVG(AL.busyTime) / CAST(NULLIF(AVG(AL.readyIdleTime) + AVG(AL.busyTime), 0) AS DECIMAL), 0)* 100), '999.99') || ' %' "Occupancy %",

    TO_VARCHAR((IFNULL((AVG(AL.busyTime) + AVG(AL.readyIdleTime)) / CAST(NULLIF(AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0)* 100), '999.99') || ' %' "Utilization %",

    TO_VARCHAR((IFNULL(AVG(AL.readyIdleTime) / CAST(NULLIF(AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0)* 100), '999.99') || ' %' "Ready %",

    TO_VARCHAR((IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0)* 100), '999.99') || ' %' "Talk Time % (Voice)",

    TO_VARCHAR((IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Handling' THEN I.holdTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0)* 100), '999.99') || ' %' "Hold Time % (Voice)",

    TO_VARCHAR((IFNULL(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) / CAST(NULLIF(SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName = 'Wrap Up' THEN I.wrapUpTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' AND I.iseg_interactionStateName IN ('Handling') THEN I.holdTime END) + SUM(CASE WHEN I.iseg_InteractionMediaName = 'Telephony' THEN I.talkTime END), 0) AS DECIMAL), 0)* 100), '999.99') || ' %' "Wrap Up % (Voice)",

    TO_VARCHAR((IFNULL((AVG(AL.breakTime) + AVG(AL.noAnswerTime)) / CAST(NULLIF(AVG(DATEDIFF(second, AL.staffedStart, AL.staffedEnd)), 0) AS DECIMAL), 0)* 100), '999.99') "Break Time %"
FROM (SELECT DISTINCT td_hourLabel, alif_agentId, alif_startDateLocal, LEAST(:SecondsInPeriod, SUM(readyIdleTime)) AS readyIdleTime, LEAST(:SecondsInPeriod, SUM(breakTime)) AS breakTime,
			LEAST(:SecondsInPeriod, SUM(busyTime)) AS busyTime, LEAST(:SecondsInPeriod, SUM(noAnswerTime)) AS noAnswerTime, LEAST(:SecondsInPeriod, SUM(backOfficeTime)) AS backOfficeTime,
			LEAST(:SecondsInPeriod, SUM(outgoingIdleTime)) AS outgoingIdleTime, MIN(staffedStart) AS staffedStart, MAX(staffedEnd) AS staffedEnd
		FROM (SELECT DISTINCT td_hourLabel, alif_agentId, alif_startDateLocal, alif_shiftId, alif_startTimestampLocal, alif_endTimestampLocal,
				CASE WHEN alif_agentStatusName IN ('Ready', 'Offered') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END readyIdleTime,
				CASE WHEN alif_agentStatusName IN ('Break') THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END breakTime,
				CASE WHEN alif_agentStatusName LIKE 'WaitingFor%' OR alif_agentStatusName IN ('Busy', 'Dialing') OR (alif_agentStatusName = 'Backoffice - Administrative' AND alif_interactionStartTime IS NOT NULL) THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END busyTime,
				CASE WHEN alif_agentStatusName = 'No Answer' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END noAnswerTime,
				CASE WHEN alif_agentStatusName = 'Backoffice - Administrative' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END backOfficeTime,
				CASE WHEN alif_agentStatusName = 'Handling - Outgoing Interactions' THEN DATEDIFF( second, alif_startTimestampLocal, alif_endTimestampLocal ) ELSE 0 END outgoingIdleTime,
				CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_startTimestampLocal END staffedStart,
				CASE WHEN alif_agentStatusName <> 'Offline' THEN alif_endTimestampLocal END staffedEnd
			FROM ECSAgentLifeFact INNER JOIN TimeOfDayDimension ON alif_startTimeLocal <= td_lastSecondOfhour AND alif_endTimeLocal >= td_firstSecondOfhour
			WHERE alif_agentLifeTypeId = 1 AND alif_startDateLocal >= :StartDateLocalDetail AND alif_startDateLocal < :EndDateLocalDetail) IAL
		GROUP BY alif_startDateLocal, alif_agentId, td_hourLabel) AL
	LEFT OUTER JOIN DateDimension DT ON alif_startDateLocal = dd_date
	LEFT OUTER JOIN ECSUserDimension U ON alif_agentId = eud_id,
	(SELECT DISTINCT td_hourLabel, iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionId, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, LEAST(:SecondsInPeriod, SUM(talkTime)) talkTime, LEAST(:SecondsInPeriod, SUM(holdTime)) holdTime, LEAST(:SecondsInPeriod, SUM(wrapUpTime)) wrapUpTime,
			LEAST(:SecondsInPeriod, SUM(offeredTime)) offeredTime, LEAST(:SecondsInPeriod, SUM(offeredCount)) offeredCount
		FROM (SELECT DISTINCT td_hourLabel, iseg_agentID, iseg_interactionStartDateLocal, iseg_interactionId, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
				iseg_transferredIn, iseg_transferredOut, iseg_talkTime talkTime, iseg_holdTime holdTime, iseg_wrapUpTime wrapUpTime,
				CASE WHEN iseg_interactionStateName = 'Offered' THEN iseg_duration ELSE 0 END offeredTime,
				CASE WHEN iseg_interactionStateName = 'Offered' THEN 1 ELSE 0 END offeredCount
			FROM TimeOfDayDimension LEFT OUTER JOIN ECSInteractionSegmentFact ON iseg_interactionStartTimeLocal <= td_lastSecondOfhour AND iseg_interactionStartTimeLocal >= td_firstSecondOfhour
			WHERE iseg_agentId IS NOT NULL AND iseg_interactionStartDateLocal >= :StartDateLocalDetail AND iseg_interactionStartDateLocal < :EndDateLocalDetail) II
		GROUP BY iseg_interactionStartDateLocal, iseg_agentID, td_hourLabel, iseg_interactionId, iseg_interactionCreationTypeName, iseg_interactionStateName, iseg_interactionMediaName, iseg_endedInTransfer,
			iseg_transferredIn, iseg_transferredOut, iseg_interactionId) I
WHERE AL.td_hourLabel = I.td_hourLabel AND AL.alif_agentId = I.iseg_agentId AND AL.alif_startDateLocal = I.iseg_interactionStartDateLocal
GROUP BY dd_dateAsDate, eud_ecsUserDisplayName, AL.td_hourLabel
ORDER BY eud_ecsUserDisplayName, dd_dateAsDate, AL.td_hourLabel);

return TABLE(res);

END;
$$
;

5.05 Queue Interval Summary Report

Download SQL file: 5.05-QueueIntervalSummaryReportSnow.sql

The example below replicates the data found in the standard 5.05 ECS report.

/*
 * ECS 5.05 - Queue Interval Summary Report - report SQL for Evolve IP data warehouse
 */
SELECT dd_dateAsDate "Date",
TOD.td_halfHourLabel "Time Slice",
COUNT(*) AS "Calls Queued"
,SUM(CAST(intr_answered AS INTEGER)) AS "Calls Answered"
,SUM(CASE WHEN A.abandonedQueueTime <= 30 THEN 1 ELSE 0 END) AS "Calls Abandoned 0-30 sec"
,SUM(CASE WHEN A.abandonedQueueTime > 30 THEN 1 ELSE 0 END) AS "Calls Abandoned > 30 sec"
,CASE WHEN COUNT(*) > 0 THEN TO_VARCHAR((CAST(COUNT(A.abandonedQueueTime) AS DECIMAL) / COUNT(*)) * 100, '999') || ' %' ELSE 'N/A' END AS "% Total Abandoned Calls"
,CASE WHEN COUNT(*) > 0 THEN TO_VARCHAR((CAST(SUM(CASE WHEN A.abandonedQueueTime > 30 THEN 1 ELSE 0 END) AS DECIMAL) / COUNT(*)) * 100, '999') || ' %' ELSE 'N/A' END AS "% Total Abandoned Calls > 30 sec"
,SUM(intr_queueTime) AS "Total Waiting Time"
,ROUND(AVG(intr_queueTime), 2) AS "Average Waiting Time"
,SUM(R.selectDuration) AS "Total Selection Time"
,SUM(CASE WHEN intr_queueTime <= 300 THEN 1 ELSE 0 END) AS "Queue Time 0-300 sec"
,SUM(CASE WHEN intr_queueTime > 300 AND intr_queueTime <= 600 THEN 1 ELSE 0 END) AS "Queue Time 301-600 sec"
,SUM(CASE WHEN intr_queueTime > 600 THEN 1 ELSE 0 END) AS "Queue Time > 600 sec"
,CASE WHEN SUM(CAST(intr_answered AS INTEGER) - CAST(intr_rejected AS INTEGER)) > 0 THEN
		TO_CHAR(ROUND((CAST (SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN intr_queueTime ELSE 0 END) AS DECIMAL)
        / SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN 1 ELSE 0 END)), 2))
    ELSE
		'N/A'
	END AS "Average Speed of Answer"
,MAX(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN intr_queueTime ELSE 0 END) AS "Maximum Speed of Answer"
,SUM(intr_talkTime) AS "Total Talk Time (sec)"
,CASE WHEN SUM(CAST(intr_answered AS INTEGER) - CAST(intr_rejected AS INTEGER)) > 0 THEN
		TO_CHAR(ROUND((CAST(SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN intr_talkTime ELSE 0 END) AS DECIMAL) / SUM(CASE WHEN intr_answered = 1 AND intr_rejected = 0 THEN 1 ELSE 0 END)), 2))
	ELSE
		'N/A'
	END  AS "Average Talk Time (sec)"
,SUM(CAST(intr_transferredIn AS INTEGER)) AS "Agent Calls Transferred"
,AVG(S.staffedCount) AS "Agents Staffed"
,AVG(AV.availableCount) AS "Agents Available"
FROM ECSInteractionFact I
	LEFT OUTER JOIN (SELECT DISTINCT iseg_interactionId, intr_queueTime AS abandonedQueueTime, iseg_startDateLocal FROM ECSInteractionFact INNER JOIN ECSInteractionSegmentFact  ON intr_interactionId = iseg_interactionId WHERE intr_handledByAgent = 0 AND iseg_interactionStateName IS NOT NULL AND iseg_interactionStateName = 'Abandoned' AND intr_queued = 1 AND intr_inbound = 1 AND intr_interactionMediaName = 'Telephony') A ON intr_interactionId = A.iseg_interactionId AND I.intr_startDateLocal = A.iseg_startDateLocal
	LEFT OUTER JOIN (SELECT DISTINCT iseg_interactionId, SUM(DATEDIFF( second, iseg_startTime, iseg_endTime )) AS selectDuration, iseg_startDateLocal FROM ECSInteractionFact INNER JOIN ECSInteractionSegmentFact  ON intr_interactionId = iseg_interactionId WHERE iseg_interactionStateName IS NOT NULL AND iseg_interactionStateName = 'AgentSelecting' AND intr_queued = 1 AND intr_inbound = 1 AND intr_interactionMediaName = 'Telephony'
		 GROUP BY iseg_interactionId, iseg_startDateLocal) R ON intr_interactionId = R.iseg_interactionId AND I.intr_startDateLocal = R.iseg_startDateLocal
	LEFT OUTER JOIN TimeOfDayDimension TOD  ON intr_startTimeLocal = td_timeOfDay
	LEFT OUTER JOIN DateDimension DT ON intr_startDateLocal = dd_date
	LEFT OUTER JOIN (SELECT alif_startDateLocal, td_halfHourOfDay, COUNT(DISTINCT alif_agentId) staffedCount
			FROM TimeOfDayDimension LEFT OUTER JOIN  ECSAgentLifeFact ON alif_startTimeLocal <= td_lastSecondOfHalfHour AND alif_endTimeLocal >= td_firstSecondOfHalfHour
			WHERE alif_agentStatusName <> 'Offline'
			GROUP BY alif_startDateLocal, td_halfHourOfDay) S ON S.td_halfHourOfDay = TOD.td_halfHourOfDay AND I.intr_startDateLocal = S.alif_startDateLocal
	LEFT OUTER JOIN (SELECT alif_startDateLocal, td_halfHourOfDay, COUNT(DISTINCT alif_agentId) availableCount
			FROM TimeOfDayDimension LEFT OUTER JOIN  ECSAgentLifeFact ON alif_startTimeLocal <= td_lastSecondOfHalfHour AND alif_endTimeLocal >= td_firstSecondOfHalfHour
			WHERE alif_agentStatusName IN ('Ready', 'Busy')
			GROUP BY alif_startDateLocal, td_halfHourOfDay) AV ON AV.td_halfHourOfDay = TOD.td_halfHourOfDay AND I.intr_startDateLocal = AV.alif_startDateLocal
WHERE intr_queued = 1 AND intr_inbound = 1 AND intr_interactionMediaName = 'Telephony' AND
		intr_startDateLocal >= 20220302 AND intr_startDateLocal <= 20220303
GROUP BY dd_dateAsDate, TOD.td_halfHourLabel
ORDER BY dd_dateAsDate, TOD.td_halfHourLabel