Parameters

Data is aggregated according to the settings of the parameters:

Parameter	Default Value	Purpose
Portal.ACD.Statistics.JTELStats2.Compress.StatisticsServiceNumbers.SecondsToWait	7200	The minimum time after the end of a time interval before statistics are aggregated.
Portal.ACD.Statistics.JTELStats2.Compress.StatisticsServiceNumbers.NextTimeSlice	-	The date / time of the next time slice to be calculated. This parameter can be reset to an earlier date / time in which case the system will recalculate all intervals from the given date and time again.

Query

Two tables are provided, compressed according to the following query:

CompressedA 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 ) )
            AND
            ( a.bOutbound = 0 )
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.

ServiceNumber_* Fields

Partitions all records only using fields from StatisticsPartA.

dtCallConnect	bCallerHangup	CauseCodesID	Field
NULL	<> 0		Abandoned
NULL	0	17	Busy
NULL	0	<> 17	Reject
NOT NULL			Offhook

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 )

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 )

Queue_Serviced_* Fields

Further partitions the AcdStatisticsPartB data, only calls which were answered by an agent are considered. The condition used is:

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

Queue_Not_Serviced_* Fields

Further partitioning on AcdStatisticsPartB, only records where StatisticsPartA.dtCallConnect IS NOT NULL AcdStatisticsPartB.dtAgentConnect IS NULL – i.e. calls which were answered by the system but not serviced by an agent. Otherwise partitioning as ACD_*.

1.1.1.7 AgentCalls_* Fields

Only records for which StatisticsPartB.ID IS NOT NULL – i.e. where an agent or destination call was made.

If StatisticsPartB.StatisticsPartBOrigin IS NULL then an outcall to an agent was made. Otherwise it was a call transfer (see further sections below).

The rest of the partitioning is according to the CONNRES field.

CONNRES	Result
1	OK
2	NoAnswer
3	Busy
4	CallerHangup
6	Rejected
0, 5, > 6	Failure

1.1.1.8 GroupTransfer_* Fields

If StatisticsPartB.StatisticsPartBOrigin IS NOT NULL and StatisticsPartB.AcdGroupsID <> AcdStatisticsPartB.AcdGroupsID then a group transfer was made. Otherwise partitioning as AgentCalls_* fields.

1.1.1.9 AgentTransfer_* Fields

If StatisticsPartB.StatisticsPartBOrigin IS NOT NULL and StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID AND StatisticsPartB.bTransferAgent <> 0 then an agent to agent transfer was made. Otherwise partitioning as AgentCalls_* fields.

1.1.1.10 NumberTransfer_* Fields

If StatisticsPartB.StatisticsPartBOrigin IS NOT NULL and StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID AND StatisticsPartB.bTransferExternalNumber <> 0 then an agent to number transfer was made. Otherwise partitioning as AgentCalls_* fields.

Tables

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

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