• Admin. Platform Usage By Organization:
  
  • Dataset Report_PlatformUsageByOrganization, new fields:
    • Extension

• 4.13 Disposition Code Distribution Report:

  • Dataset Report_DispositionCodesDistribution parameter:
    •  @HandledByAgentOnly

LOGIC CHANGES:

• ETL db changes:
  • changes procedures:
    • dbo.Upload_F_Callbacks
    • dbo.Upload_F_AgentLife
• DBA db procedures changed:
  • dbo.DeleteExpiredSessions
• Users db procedures changed:
  • dbo.spGet_F_AgentAssignments
  • dbo.spGet_F_AgentBPTime
  • dbo.spGet_F_Callbacks
  • dbo.spGet_F_Campaigns
  • dbo.spGet_F_InteractionDelegated
  • dbo.spGet_F_SupervisorAssignments
  • dbo.spGet_FAgentLife
  • dbo.spGet_FAlerts
  • dbo.spGet_FAttempts
  • dbo.spGet_FInteractionConversations
  • dbo.spGet_FInteractions
  • dbo.spGet_FInteractionSegments
  • dbo.spGet_FInteractionSkills
  • dbo.spGet_FInteractionUsage

• 4.13 Disposition Code Distribution Report:

  • procedures changed:
    • DW.spRpt_DispositionCodesDistribution
  • new filter - HandledByAgentOnly:

    • where exists (

      F_InteractionSegments.InteractionState = 'Handling'

      &&

      F_InteractionSegments.AgentId <> -1

      )

  • Disposition Code Name -> Disposition Category Name > Disposition Sub-Category Name > Disposition Code Name:
    • Previous:
      • Count(F_Interactions.InteractionID)
            if @ShowCategoryDetails = false
            (grouping by each F_Interactions.Disposition Code)
            if @ShowCategoryDetails = true
            (grouping by F_Interactions.DispositionCodeCategory,
            F_Interactions.DispositionCodeSubCategory,
            F_Interactions.Disposition Code)
    • Current:
      • Count(F_Interactions.InteractionID)
        (grouping be each F_Interactions.Disposition Code)
  • % Interactions by Disposition Code:
    • Previous:
      
      • if @HandledByAgentOnly = false
        [Disposition Code Name]/[Total Handled Interactions]
        if @HandledByAgentOnly = true
        [Disposition Code Name]/[Non-Campaign Handled by Agent]
    • Current:
      
      • [Disposition Code Name]/[Total Handled Interactions]
• Admin. Platform Usage By Organization:
  • procedures changed:
    • DW.spRpt_CustomersComparativeVoiceMinutes
  • Outgoing External Minutes → Outgoing Minutes: 
    • Previous:

      • Sum(F_InteractionUsage.Duration)
        F_InteractionUsage.InteractionUsageType = 'Outgoing External'

    •  Current:
      • Sum(F_InteractionUsage.Duration)
        F_InteractionUsage.InteractionUsageType in ('Outgoing External', 'Callback', 'External Consult', 'External Transfer', 'Outgoing Internal')
  • Extension Minutes: 
    • Previous:

      • -

    •  Current:

      • Sum(F_InteractionUsage.Duration)
        F_InteractionUsage.InteractionUsageType = 'Extension'