Background

CompressedA contains statistics regarding:

• Calls to Service Numbers
• Calls made to ACD groups
• Calls made to agents (summary for the ACD group)
• Outbound calls made by agents

Information such as:

• The number of calls
  • Answered
  • Busy
  • Rejected
  • Abandoned
• Service indicators for calls
  
  • Calls received in standard service times
  • Calls in service level according to 4 different criteria
• Call transfers
  • Agent to agent
  • Agent to group
  • Agent to external destination
• Times for calls
  • From call start to end
  • From offhook to end
  • From call start to connection to agent
  • ...

is provided.

Note: because these statistics are aggregated, not quite as much information is available as from the call detail records. However, this aggregated data can be retained for a much longer time.

Note on blind transfers:

• Because of the way blind group transfers work (the call is immediately transferred, no matter what the group configuration) there is no indication or possibility of seeing if the call actually reached another agent

Parameters

Data is aggregated according to the settings of the parameters:

Query

Two tables are provided, CompressedA15 (15 minute time slices) and CompressedADay (day compression), aggregated according to the following query:

SELECT      (Various Aggregations)
FROM        JTELStats.StatisticsPartA a
LEFT JOIN   JTELStats.AcdStatisticsPartB acdb
    ON      a.ID = acdb.StatisticsPartAID
LEFT JOIN   JTELStats.StatisticsPartB b
    ON      acdb.ID = b.AcdStatisticsPartBID
WHERE       ( a.ClientsID = _ClientsID )
            AND
            ( a.dtCallStart BETWEEN _Timeslice_Begin AND TIMESTAMPADD( MINUTE, 15, _Timeslice_Begin ) )
GROUP BY    a.ID;

Partitioning and Aggregations 

When the data is aggregated, it is divided into several consistent partitions, according to the following logic. The resulting aggregations then either count a call, if a condition is met, or determine the time between two timestamps.

Inbound and Outbound

Inbound: ServiceNumber_* Fields

Partitions all records only using fields from StatisticsPartA.

Inbound: ACD_* Fields

Partitions records only for which an AcdStatisticsPartB record exists, and for which it is not a group transfer or group overflow.

The condition used is:

( AcdStatisticsPartB.ID IS NOT NULL ) AND ( AcdStatisticsPartB.AcdOriginGroupsID IS NULL )

Inbound: Queue_* Fields

Further partitions records which have entered the ACD, only calls which enter the queue.

The additional condition used is:

( AcdStatisticsPartB.dtQueueStart IS NOT NULL )

Inbound: Queue_Serviced_* Fields

Further partition on calls which entered the queue, only calls answered by an agent are considered (calls were definitely offhook). The condition used is:

The additional condition used is:

( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NOT NULL )

Inbound: Queue_NotServiced_* Fields

Further partition on calls which entered the queue, and were offhook, only calls not answered by an agent are considered. The condition used is:

( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NULL )

These calls are further partitioned into Abandoned and Reject as follows:

a.bCallerHangup = 0  --> System hangup (Reject)
a.bCallerHangup <> 0  --> Caller hangup (Abandoned)

Inbound: AgentCalls_*, GroupTransfer_*, AgentTransfer_*, NumberTransfer_* Fields

Only records which meet the following condition are considered:

( StatisticsPartB.ID IS NOT NULL )

I.e. where an agent or destination call was made.

The following partitions are used:

( StatisticsPartB.StatisticsPartBOrigin IS NOT NULL )

AND

( StatisticsPartB.AcdGroupsID <> AcdStatisticsPartB.AcdGroupsID )

( StatisticsPartB.StatisticsPartBOrigin IS NOT NULL )

AND

( StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID )

AND 

( StatisticsPartB.bTransferAgent <> 0 )

( StatisticsPartB.StatisticsPartBOrigin IS NOT NULL )

AND 

( StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID )

AND 

( StatisticsPartB.bTransferExternalNumber <> 0 )

Further partitioning is according to the CONNRES field.

Outbound

Inbound and Outbound: Partitioning on CONNRES

CompressedA15

This table contains compressed statistics for 15 minute intervals.

CompressedADay

This table contains compressed statistics for day intervals.

Fields

The field definitions are essentially the same, in both tables, only the aggregation intervals are different.