AVAILABLE FROM RELEASE 3.33

Background

CompressedACDB15 and CompressedACDBDay tables are provided which compress the statistics based on an ACD Groups view of the calls.

This means that for example, if a call is transferred from one group to another, it will be counted twice in the report, once for each ACD group.

This type of counting is useful, for example, when using some personell planning tools which require a group / queue based view of the data for predicting the number of required agents.

Parameters

Data is aggregated according to the settings of the parameters:

Query

Two tables are provided, CompressedACDB15 (15 minute time slices) and CompressedACDBDay (day compression), aggregated according to the following query:

SELECT      (Various Aggregations) 
FROM		JTELStats.AcdStatisticsPartB acdb
LEFT JOIN	JTELStats.StatisticsPartA a
	ON		acdb.StatisticsPartAID = a.ID
LEFT JOIN	JTELStats.StatisticsPartB b
	ON		acdb.ID = b.AcdStatisticsPartBID
LEFT JOIN	JTELWeb.AcdGroups g
	ON		b.AcdGroupsID = g.ID 
WHERE		( a.ClientsID = _ClientsID )
			AND
			( acdb.dtGroupStart BETWEEN _Timeslice_Begin AND Timeslice_End_ )
GROUP BY	acdb.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 Fields

Partitions all records using the field AcdGroupEntryReasonsID from AcdStatisticsPartB.

Partitions all records using the field AcdGroupEndReasonsID from AcdStatisticsPartB.

Abandoned_* Fields

The additional condition used is:

( acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) )

NotQueued_Hangup field

The condition used is:

( acdb.AcdGroupEndReasonsID IN ( 200, 205, 207 ) )

NotQueued_Rule_* Fields

The condition used is:

( acdb.AcdGroupEndReasonsID IN ( 100, 101, 102, 105, 107 ) )

Queued_Hungup field

The condition used is:

( acdb.AcdGroupEndReasonsID = 206 )

Queued_Rule_* Fields

The condition used is:

( acdb.AcdGroupEndReasonsID IN ( 106, 108, 109 ) )

AgentCalls_*

The condition used is:

acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 )

CompressedACDB15

This table contains compressed statistics for 15 minute intervals.

CompressedACDBDay

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.