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Added OCR, SL-1 & SL-2 stats to CUSTOM INDICATOR section of the Inbound Reports

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git-svn-id: svn://192.168.202.10@3525 3d104415-ff17-0410-8863-d5cf3c621b8a
This commit is contained in:
mattf
2021-09-24 03:18:13 +00:00
parent a31659cf7b
commit 3f9862f0f7
2 changed files with 62 additions and 17 deletions
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agc_2-X/trunk/www/vicidial/AST_CLOSERstats.php
+28 -7
View File
@@ -66,6 +66,7 @@
# 200924-0917 - Added two new drop calculations
# 210525-1715 - Fixed help display, modification for more call details
# 210821-1521 - Added AHT to CUSTOM INDICATOR section
# 210923-2248 - Added OCR, SL-1 & SL-2 stats to CUSTOM INDICATOR section
#
$startMS = microtime();
@@ -1079,6 +1080,11 @@ if (strlen($group_SQL)>3)
$PCTanswer_sec_pct_rt_stat_two = round($PCTanswer_sec_pct_rt_stat_two, 0);
#$PCTanswer_sec_pct_rt_stat_two = sprintf("%10s", $PCTanswer_sec_pct_rt_stat_two);
$PCTallcall_sec_pct_rt_stat_one = (MathZDC($answer_sec_pct_rt_stat_one, $TOTALcalls) * 100);
$PCTallcall_sec_pct_rt_stat_one = round($PCTallcall_sec_pct_rt_stat_one, 0);
$PCTallcall_sec_pct_rt_stat_two = (MathZDC($answer_sec_pct_rt_stat_two, $TOTALcalls) * 100);
$PCTallcall_sec_pct_rt_stat_two = round($PCTallcall_sec_pct_rt_stat_two, 0);
$stmt="SELECT uniqueid from ".$vicidial_closer_log_table." where campaign_id IN($group_SQL) and call_date >= '$query_date_BEGIN' and call_date <= '$query_date_END' and status NOT IN('DROP','XDROP','HXFER','QVMAIL','HOLDTO','LIVE','QUEUE','TIMEOT','AFTHRS','NANQUE','INBND','MAXCAL') and uniqueid!='';";
$rslt=mysql_to_mysqli($stmt, $link);
$uniqueids_to_print = mysqli_num_rows($rslt);
@@ -1093,15 +1099,19 @@ if (strlen($group_SQL)>3)
}
if (strlen($uniqueidSQL) < 2) {$uniqueidSQL="'X'";}
$stmt = "SELECT count(*),sum(talk_sec + dispo_sec) from ".$vicidial_agent_log_table." where uniqueid IN($uniqueidSQL) and event_time >= '$query_date_BEGIN' and event_time <= '$query_date_END' and talk_sec < 65000 and dispo_sec < 65000;";
$stmt = "SELECT count(*),sum(talk_sec + dispo_sec),sum(talk_sec + dispo_sec + wait_sec) from ".$vicidial_agent_log_table." where uniqueid IN($uniqueidSQL) and event_time >= '$query_date_BEGIN' and event_time <= '$query_date_END' and talk_sec < 65000 and dispo_sec < 65000 and wait_sec < 65000;";
$rslt=mysql_to_mysqli($stmt, $link);
if ($DB) {$MAIN.="$stmt\n";}
$row=mysqli_fetch_row($rslt);
$AHTcalls = $row[0];
$AHTtime = $row[1];
$AHTwait = $row[2];
$AHTaverage = (MathZDC($AHTtime, $AHTcalls));
$TALK_DISPO_HOLDseconds = round($AHTaverage, 0);
$OCRaverage = (MathZDC($AHTtime, $AHTwait));
$OCRate = round($OCRaverage, 2);
}
}
@@ -1109,35 +1119,46 @@ if ($EMAIL=='Y')
{
$MAIN.="\n";
$MAIN.="---------- "._QXZ("CUSTOM INDICATORS")."\n";
$MAIN.="GDE "._QXZ("(Answered/Total emails taken in to this In-Group):",50)." $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered):",50)." $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered emails / Talk+Hold+Dead+Dispo sec):",50)." $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="GDE "._QXZ("(Answered/Total emails taken in to this In-Group):",50)." $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered):",50)." $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered emails / Handle Time sec):",50)." $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)",50).": $OCRate\n";
$MAIN.=" *"._QXZ("Handle Time = (Talk+Hold+Dead+Dispo sec)",50)."\n";
$CSV_text1.="\n\""._QXZ("CUSTOM INDICATORS")."\"\n";
$CSV_text1.="\"GDE "._QXZ("(Answered/Total emails taken in to this In-Group)").":\",\"$ANSWEREDpercent%\"\n";
$CSV_text1.="\"ACR "._QXZ("(Dropped/Answered)").":\",\"$DROP_ANSWEREDpercent%\"\n";
$CSV_text1.="\"AHT "._QXZ("(Agent-Answered emails / Talk+Hold+Dead+Dispo time)").":\",\"$TALK_DISPO_HOLDseconds sec\"\n";
$CSV_text1.="\"OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)").":\",\"$OCRate\"\n";
}
else
{
$MAIN.="\n";
$MAIN.="---------- "._QXZ("CUSTOM INDICATORS")."\n";
$MAIN.="GDE "._QXZ("(Answered/Total calls taken in to this In-Group):",50)." $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered):",50)." $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered calls / Talk+Hold+Dead+Dispo sec):",50)." $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="GDE "._QXZ("(Answered/Total calls taken in to this In-Group):",50)." $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered):",50)." $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered calls / Handle Time sec):",50)." $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)",50).": $OCRate\n";
$MAIN.=" *"._QXZ("Handle Time = (Talk+Hold+Dead+Dispo sec)",50)."\n";
$CSV_text1.="\n\""._QXZ("CUSTOM INDICATORS")."\"\n";
$CSV_text1.="\"GDE "._QXZ("(Answered/Total calls taken in to this In-Group)").":\",\"$ANSWEREDpercent%\"\n";
$CSV_text1.="\"ACR "._QXZ("(Dropped/Answered)").":\",\"$DROP_ANSWEREDpercent%\"\n";
$CSV_text1.="\"AHT "._QXZ("(Agent-Answered calls / Talk+Hold+Dead+Dispo time)").":\",\"$TALK_DISPO_HOLDseconds sec\"\n";
$CSV_text1.="\"OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)").":\",\"$OCRate\"\n";
}
if ($DID!='Y')
{
$MAIN.="TMR1 "._QXZ("(Answered within %1s seconds/Answered):",50,'',$Sanswer_sec_pct_rt_stat_one)." $PCTanswer_sec_pct_rt_stat_one%\n";
$MAIN.="TMR2 "._QXZ("(Answered within %1s seconds/Answered):",50,'',$Sanswer_sec_pct_rt_stat_two)." $PCTanswer_sec_pct_rt_stat_two%\n";
$MAIN.="SL-1 "._QXZ("(Answered within %1s seconds/All Calls)",50,'',$Sanswer_sec_pct_rt_stat_one).": $PCTallcall_sec_pct_rt_stat_one%\n";
$MAIN.="SL-2 "._QXZ("(Answered within %1s seconds/All Calls)",50,'',$Sanswer_sec_pct_rt_stat_two).": $PCTallcall_sec_pct_rt_stat_two%\n";
$CSV_text1.="\"TMR1 "._QXZ("(Answered within %1s seconds/Answered)",0,'',$Sanswer_sec_pct_rt_stat_one).":\",\"$PCTanswer_sec_pct_rt_stat_one%\"\n";
$CSV_text1.="\"TMR2 "._QXZ("(Answered within %1s seconds/Answered)",0,'',$Sanswer_sec_pct_rt_stat_two).":\",\"$PCTanswer_sec_pct_rt_stat_two%\"\n";
$CSV_text1.="\"SL-1 "._QXZ("(Answered within %1s seconds/All Calls)",0,'',$Sanswer_sec_pct_rt_stat_one).":\",\"$PCTallcall_sec_pct_rt_stat_one%\"\n";
$CSV_text1.="\"SL-2 "._QXZ("(Answered within %1s seconds/All Calls)",0,'',$Sanswer_sec_pct_rt_stat_two).":\",\"$PCTallcall_sec_pct_rt_stat_two%\"\n";
}
agc_2-X/trunk/www/vicidial/AST_CLOSERstats_v2.php
+34 -10
View File
@@ -70,6 +70,7 @@
# 200924-0918 - Added two new drop calculations
# 210821-1520 - Added AHT to CUSTOM INDICATOR section
# 210914-1020 - Fixed bug for default start/end times on call times when all days have custom s/e time
# 210923-2247 - Added OCR, SL-1 & SL-2 stats to CUSTOM INDICATOR section
#
$startMS = microtime();
@@ -1356,6 +1357,11 @@ if (strlen($group_SQL)>3)
$PCTanswer_sec_pct_rt_stat_two = round($PCTanswer_sec_pct_rt_stat_two, 0);
#$PCTanswer_sec_pct_rt_stat_two = sprintf("%10s", $PCTanswer_sec_pct_rt_stat_two);
$PCTallcall_sec_pct_rt_stat_one = (MathZDC($answer_sec_pct_rt_stat_one, $TOTALcalls) * 100);
$PCTallcall_sec_pct_rt_stat_one = round($PCTallcall_sec_pct_rt_stat_one, 0);
$PCTallcall_sec_pct_rt_stat_two = (MathZDC($answer_sec_pct_rt_stat_two, $TOTALcalls) * 100);
$PCTallcall_sec_pct_rt_stat_two = round($PCTallcall_sec_pct_rt_stat_two, 0);
$stmt="SELECT uniqueid from ".$vicidial_closer_log_table." where campaign_id IN($group_SQL) and call_date >= '$query_date_BEGIN' and call_date <= '$query_date_END' $calldate_call_time_clause and status NOT IN('DROP','XDROP','HXFER','QVMAIL','HOLDTO','LIVE','QUEUE','TIMEOT','AFTHRS','NANQUE','INBND','MAXCAL') and uniqueid!='';";
$rslt=mysql_to_mysqli($stmt, $link);
$uniqueids_to_print = mysqli_num_rows($rslt);
@@ -1370,15 +1376,19 @@ if (strlen($group_SQL)>3)
}
if (strlen($uniqueidSQL) < 2) {$uniqueidSQL="'X'";}
$stmt = "SELECT count(*),sum(talk_sec + dispo_sec) from ".$vicidial_agent_log_table." where uniqueid IN($uniqueidSQL) and event_time >= '$query_date_BEGIN' and event_time <= '$query_date_END' and talk_sec < 65000 and dispo_sec < 65000;";
$stmt = "SELECT count(*),sum(talk_sec + dispo_sec),sum(talk_sec + dispo_sec + wait_sec) from ".$vicidial_agent_log_table." where uniqueid IN($uniqueidSQL) and event_time >= '$query_date_BEGIN' and event_time <= '$query_date_END' and talk_sec < 65000 and dispo_sec < 65000 and wait_sec < 65000;";
$rslt=mysql_to_mysqli($stmt, $link);
if ($DB) {$MAIN.="$stmt\n";}
$row=mysqli_fetch_row($rslt);
$AHTcalls = $row[0];
$AHTtime = $row[1];
$AHTwait = $row[2];
$AHTaverage = (MathZDC($AHTtime, $AHTcalls));
$TALK_DISPO_HOLDseconds = round($AHTaverage, 0);
$OCRaverage = (MathZDC($AHTtime, $AHTwait));
$OCRate = round($OCRaverage, 2);
}
}
@@ -1386,48 +1396,62 @@ if ($CHAT=='Y')
{
$MAIN.="\n";
$MAIN.="---------- "._QXZ("CUSTOM INDICATORS")."\n";
$MAIN.="GDE "._QXZ("(Answered/Total chats taken in to this In-Group)",50).": $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered)",50).": $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered chats / Talk+Hold+Dead+Dispo sec)",50).": $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="GDE "._QXZ("(Answered/Total chats taken in to this In-Group)",50).": $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered)",50).": $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered chats / Handle Time sec)",50).": $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)",50).": $OCRate\n";
$MAIN.=" *"._QXZ("Handle Time = (Talk+Hold+Dead+Dispo sec)",50)."\n";
$CSV_text1.="\n\""._QXZ("CUSTOM INDICATORS")."\"\n";
$CSV_text1.="\"GDE "._QXZ("(Answered/Total chats taken in to this In-Group)").":\",\"$ANSWEREDpercent%\"\n";
$CSV_text1.="\"ACR "._QXZ("(Dropped/Answered)").":\",\"$DROP_ANSWEREDpercent%\"\n";
$CSV_text1.="\"AHT "._QXZ("(Agent-Answered chats / Talk+Hold+Dead+Dispo sec)").":\",\"$TALK_DISPO_HOLDseconds sec\"\n";
$CSV_text1.="\"OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)").":\",\"$OCRate\"\n";
}
elseif ($EMAIL=='Y')
{
$MAIN.="\n";
$MAIN.="---------- "._QXZ("CUSTOM INDICATORS")."\n";
$MAIN.="GDE "._QXZ("(Answered/Total emails taken in to this In-Group)",50).": $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered)",50).": $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered emails / Talk+Hold+Dead+Dispo sec)",50).": $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="GDE "._QXZ("(Answered/Total emails taken in to this In-Group)",50).": $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered)",50).": $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered emails / Handle Time sec)",50).": $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)",50).": $OCRate\n";
$MAIN.=" *"._QXZ("Handle Time = (Talk+Hold+Dead+Dispo sec)",50)."\n";
$CSV_text1.="\n\""._QXZ("CUSTOM INDICATORS")."\"\n";
$CSV_text1.="\"GDE "._QXZ("(Answered/Total emails taken in to this In-Group)").":\",\"$ANSWEREDpercent%\"\n";
$CSV_text1.="\"ACR "._QXZ("(Dropped/Answered)").":\",\"$DROP_ANSWEREDpercent%\"\n";
$CSV_text1.="\"AHT "._QXZ("(Agent-Answered emails / Talk+Hold+Dead+Dispo sec)").":\",\"$TALK_DISPO_HOLDseconds sec\"\n";
$CSV_text1.="\"OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)").":\",\"$OCRate\"\n";
}
else
{
$MAIN.="\n";
$MAIN.="---------- "._QXZ("CUSTOM INDICATORS")."\n";
$MAIN.="GDE "._QXZ("(Answered/Total calls taken in to this In-Group)",50).": $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered)",50).": $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered calls / Talk+Hold+Dead+Dispo sec)",50).": $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="GDE "._QXZ("(Answered/Total calls taken in to this In-Group)",50).": $ANSWEREDpercent%\n";
$MAIN.="ACR "._QXZ("(Dropped/Answered)",50).": $DROP_ANSWEREDpercent%\n";
$MAIN.="AHT "._QXZ("(Agent-Answered calls / Handle Time sec)",50).": $TALK_DISPO_HOLDseconds sec\n";
$MAIN.="OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)",50).": $OCRate\n";
$MAIN.=" *"._QXZ("Handle Time = (Talk+Hold+Dead+Dispo sec)",50)."\n";
$CSV_text1.="\n\""._QXZ("CUSTOM INDICATORS")."\"\n";
$CSV_text1.="\"GDE "._QXZ("(Answered/Total calls taken in to this In-Group)").":\",\"$ANSWEREDpercent%\"\n";
$CSV_text1.="\"ACR "._QXZ("(Dropped/Answered)").":\",\"$DROP_ANSWEREDpercent%\"\n";
$CSV_text1.="\"AHT "._QXZ("(Agent-Answered calls / Talk+Hold+Dead+Dispo sec)").":\",\"$TALK_DISPO_HOLDseconds sec\"\n";
$CSV_text1.="\"OCR "._QXZ("Occupancy Rate = (Handle Time / Handle + Wait sec)").":\",\"$OCRate\"\n";
}
if ($DID!='Y')
{
$MAIN.="TMR1 "._QXZ("(Answered within %1s seconds/Answered)",50,'',$Sanswer_sec_pct_rt_stat_one).": $PCTanswer_sec_pct_rt_stat_one%\n";
$MAIN.="TMR2 "._QXZ("(Answered within %1s seconds/Answered)",50,'',$Sanswer_sec_pct_rt_stat_two).": $PCTanswer_sec_pct_rt_stat_two%\n";
$MAIN.="SL-1 "._QXZ("(Answered within %1s seconds/All Calls)",50,'',$Sanswer_sec_pct_rt_stat_one).": $PCTallcall_sec_pct_rt_stat_one%\n";
$MAIN.="SL-2 "._QXZ("(Answered within %1s seconds/All Calls)",50,'',$Sanswer_sec_pct_rt_stat_two).": $PCTallcall_sec_pct_rt_stat_two%\n";
$CSV_text1.="\"TMR1 "._QXZ("(Answered within %1s seconds/Answered)",0,'',$Sanswer_sec_pct_rt_stat_one).":\",\"$PCTanswer_sec_pct_rt_stat_one%\"\n";
$CSV_text1.="\"TMR2 "._QXZ("(Answered within %1s seconds/Answered)",0,'',$Sanswer_sec_pct_rt_stat_two).":\",\"$PCTanswer_sec_pct_rt_stat_two%\"\n";
$CSV_text1.="\"SL-1 "._QXZ("(Answered within %1s seconds/All Calls)",0,'',$Sanswer_sec_pct_rt_stat_one).":\",\"$PCTallcall_sec_pct_rt_stat_one%\"\n";
$CSV_text1.="\"SL-2 "._QXZ("(Answered within %1s seconds/All Calls)",0,'',$Sanswer_sec_pct_rt_stat_two).":\",\"$PCTallcall_sec_pct_rt_stat_two%\"\n";
}