• 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)