";
+# $HTML_text.=""._QXZ("$report_name")." $NWB#agent_performance_detail$NWE\n";
+
+$HTML_text.="\n\n";
+
+
+$HTML_text.="";
+
+if (!$group)
+ {
+ $HTML_text.="";
+# $HTML_text.=_QXZ("PLEASE SELECT A CAMPAIGN AND DATE-TIME ABOVE AND CLICK SUBMIT")."\n";
+ $HTML_text.=" "._QXZ("NOTE: stats taken from shift specified")."\n";
+ }
+
+else
+{
+
+$time_BEGIN=$query_time;
+$time_END=$end_time;
+
+if ($shift == 'AM')
+ {
+ $time_BEGIN=$AM_shift_BEGIN;
+ $time_END=$AM_shift_END;
+ if (strlen($time_BEGIN) < 6) {$time_BEGIN = "03:45:00";}
+ if (strlen($time_END) < 6) {$time_END = "15:14:59";}
+ }
+if ($shift == 'PM')
+ {
+ $time_BEGIN=$PM_shift_BEGIN;
+ $time_END=$PM_shift_END;
+ if (strlen($time_BEGIN) < 6) {$time_BEGIN = "15:15:00";}
+ if (strlen($time_END) < 6) {$time_END = "23:15:00";}
+ }
+if ($shift == 'ALL')
+ {
+ $time_BEGIN = "00:00:00";
+ $time_END = "23:59:59";
+ }
+$query_date_BEGIN = "$query_date $time_BEGIN";
+$query_date_END = "$end_date $time_END";
+
+$HTML_text.=_QXZ("Agent Performance Detail",47)." $NOW_TIME\n";
+
+$HTML_text.=_QXZ("Time range").": $query_date_BEGIN "._QXZ("to")." $query_date_END\n\n";
+$HTML_text.="---------- "._QXZ("AGENTS Details")." -------------\n\n";
+
+
+
+$statuses='-';
+$statusesTXT='';
+$statusesHEAD='';
+
+## Breakdown by date text
+if ($breakdown_by_date)
+ {
+ $BBD_header="------------+";
+ $BBD_text=" | "._QXZ("CALL DATE",10);
+ $BBD_filler=" | ".sprintf("%-10s", " ");
+ $BBD_csv=_QXZ("CALL DATE",10)."\",\"";
+ $BBD_csv_filler="\",\"";
+ }
+else
+ {
+ $BBD_header="";
+ $BBD_text="";
+ $BBD_filler="";
+ $BBD_csv="";
+ $BBD_csv_filler="";
+ }
+
+
+$CSV_header="\""._QXZ("Agent Performance Detail",47)." $NOW_TIME\"\n";
+$CSV_header.="\""._QXZ("Time range").": $query_date_BEGIN "._QXZ("to")." $query_date_END\"\n\n";
+$CSV_header.="\"---------- "._QXZ("AGENTS Details")." -------------\"\n";
+if ($show_percentages) {
+ $CSV_header.='"'._QXZ("USER NAME").'","'._QXZ("ID").'","'._QXZ("CURRENT USER GROUP").'","'._QXZ("MOST RECENT USER GROUP").'","'.$BBD_csv._QXZ("CALLS").'","'._QXZ("TIME").'","'._QXZ("PAUSE").'","'._QXZ("PAUSE").' %","'._QXZ("PAUSAVG").'","'._QXZ("WAIT").'","'._QXZ("WAIT").' %","'._QXZ("WAITAVG").'","'._QXZ("TALK").'","'._QXZ("TALK").' %","'._QXZ("TALKAVG").'","'._QXZ("DISPO").'","'._QXZ("DISPO").' %","'._QXZ("DISPAVG").'","'._QXZ("DEAD").'","'._QXZ("DEAD").' %","'._QXZ("DEADAVG").'","'._QXZ("CUSTOMER").'","'._QXZ("CUSTOMER").' %","'._QXZ("CUSTAVG").'"';
+} else {
+ $CSV_header.='"'._QXZ("USER NAME").'","'._QXZ("ID").'","'._QXZ("CURRENT USER GROUP").'","'._QXZ("MOST RECENT USER GROUP").'","'.$BBD_csv._QXZ("CALLS").'","'._QXZ("TIME").'","'._QXZ("PAUSE").'","'._QXZ("PAUSAVG").'","'._QXZ("WAIT").'","'._QXZ("WAITAVG").'","'._QXZ("TALK").'","'._QXZ("TALKAVG").'","'._QXZ("DISPO").'","'._QXZ("DISPAVG").'","'._QXZ("DEAD").'","'._QXZ("DEADAVG").'","'._QXZ("CUSTOMER").'","'._QXZ("CUSTAVG").'"';
+}
+
+
+$statusesHTML='';
+$statusesARY[0]='';
+$j=0;
+$users='-';
+$usersARY[0]='';
+$user_namesARY[0]='';
+$k=0;
+
+$live_agents_ary=array();
+$live_user_SQL="";
+$live_user_SQLvu="";
+if ($live_agents) {
+ $active_stmt="SELECT user from vicidial_live_agents";
+ $active_rslt=mysql_to_mysqli($active_stmt, $link);
+ while($active_row=mysqli_fetch_row($active_rslt)) {
+ array_push($live_agents_ary, "$active_row[0]");
+ }
+ $live_user_SQL=" and user in ('".implode("','", $live_agents_ary)."') ";
+ $live_user_SQLvu=" and vicidial_users.user in ('".implode("','", $live_agents_ary)."') ";
+}
+
+$recent_UG_stmt="SELECT max(agent_log_id), user from ".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' and pause_sec<65000 and wait_sec<65000 and talk_sec<65000 and dispo_sec<65000 $group_SQL $user_group_agent_log_SQL $user_agent_log_SQL group by user";
+if ($DB) {$HTML_text.="$recent_UG_stmt\n";}
+$recent_UG_rslt=mysql_to_mysqli($recent_UG_stmt, $link);
+while ($UG_row=mysqli_fetch_row($recent_UG_rslt)) {
+ $agent_log_id=$UG_row[0];
+ $al_stmt="SELECT user_group from ".$agent_log_table." where agent_log_id='$agent_log_id'";
+ if ($DB) {$HTML_text.="$al_stmt\n";}
+ $al_rslt=mysql_to_mysqli($al_stmt, $link);
+ $Ugrp_row=mysqli_fetch_row($al_rslt);
+ $recent_user_groups[$UG_row[1]]=$Ugrp_row[0];
+}
+
+$graph_stats=array();
+$max_calls=1;
+$max_time=1;
+$max_pause=1;
+$max_pauseavg=1;
+$max_wait=1;
+$max_waitavg=1;
+$max_talk=1;
+$max_talkavg=1;
+$max_dispo=1;
+$max_dispoavg=1;
+$max_dead=1;
+$max_deadavg=1;
+$max_customer=1;
+$max_customeravg=1;
+
+ if ($show_defunct_users=="checked")
+ {
+ $user_stmt="SELECT distinct '' as full_name, user from ".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' $live_user_SQL $group_SQL $user_agent_log_SQL order by user asc";
+ }
+ else
+ {
+ $user_stmt="SELECT distinct full_name,vicidial_users.user,vicidial_users.user_group from vicidial_users,".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' and vicidial_users.user=".$agent_log_table.".user $live_user_SQLvu $group_SQL $user_group_SQL $user_agent_log_SQL order by full_name asc";
+ }
+ if ($DB) {echo "$user_stmt\n";}
+ $user_rslt=mysql_to_mysqli($user_stmt, $link);
+ $q=0;
+ while($q0)
+ {
+ $defunct_user_row=mysqli_fetch_row($defunct_user_rslt);
+ $full_name_val=$defunct_user_row[0];
+ $user_group_val=$defunct_user_row[1];
+ }
+ else
+ {
+ $full_name_val=$user_row[1];
+ $user_group_val="** NONE **";
+ }
+ }
+ else
+ {
+ $full_name_val = $user_row[0];
+ $user_group_val = $user_row[2];
+ }
+
+ $full_name[$q] = $full_name_val;
+ $user[$q] = $user_row[1];
+ $user_group[$q] = $user_group_val;
+
+ if (!preg_match("/\-$user[$q]\-/i", $users))
+ {
+ $users .= "$user[$q]-";
+ $usersARY[$k] = $user[$q];
+ $user_namesARY[$k] = $full_name[$q];
+ $user_groupsARY[$k] = $user_group[$q];
+ $k++;
+ }
+ $q++;
+ }
+
+
+if ($show_defunct_users=="checked")
+ {
+ $stat_stmt="SELECT distinct status from ".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' and pause_sec<65000 and wait_sec<65000 and talk_sec<65000 and dispo_sec<65000 $live_user_SQL $group_SQL $user_agent_log_SQL $user_SQL order by status asc";
+ }
+else
+ {
+ $stat_stmt="SELECT distinct status from vicidial_users,".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' and vicidial_users.user=".$agent_log_table.".user and pause_sec<65000 and wait_sec<65000 and talk_sec<65000 and dispo_sec<65000 $live_user_SQLvu $group_SQL $user_group_SQL $user_SQL order by status asc";
+ }
+$stat_rslt=mysql_to_mysqli($stat_stmt, $link);
+ if ($DB) {$HTML_text.="$stat_stmt\n";}
+$q=0;
+$userTOTcalls=array();
+
+while ($stat_row=mysqli_fetch_row($stat_rslt)) {
+ $current_status=$stat_row[0];
+
+ if ($show_defunct_users=="checked")
+ {
+ $stmt="SELECT count(*) as calls,sum(talk_sec) as talk,'' as full_name,user,sum(pause_sec),sum(wait_sec),sum(dispo_sec),status,sum(dead_sec), '' as user_group,date(event_time) as call_date from ".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' and pause_sec<65000 and wait_sec<65000 and talk_sec<65000 and dispo_sec<65000 and status='$current_status' $live_user_SQL $group_SQL $user_agent_log_SQL $user_SQL group by user,full_name,user_group,status,call_date order by full_name,user,status desc limit 500000;";
+ }
+ else
+ {
+ $stmt="SELECT count(*) as calls,sum(talk_sec) as talk,full_name,vicidial_users.user,sum(pause_sec),sum(wait_sec),sum(dispo_sec),status,sum(dead_sec), vicidial_users.user_group,date(event_time) as call_date from vicidial_users,".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' and vicidial_users.user=".$agent_log_table.".user and pause_sec<65000 and wait_sec<65000 and talk_sec<65000 and dispo_sec<65000 and status='$current_status' $live_user_SQLvu $group_SQL $user_group_SQL $user_SQL group by user,full_name,user_group,status order by full_name,user,status desc limit 500000;";
+ }
+ $rslt=mysql_to_mysqli($stmt, $link);
+ if ($DB) {$HTML_text.="$stmt\n";}
+ $rows_to_print+=mysqli_num_rows($rslt);
+
+ $stat_rows_to_print = mysqli_num_rows($rslt);
+
+ $i=0;
+ while ($i < $stat_rows_to_print)
+ {
+ $row=mysqli_fetch_row($rslt);
+ # $row[0] = ($row[0] - 1); # subtract 1 for login/logout event compensation
+
+ if ($show_defunct_users=="checked")
+ {
+ $defunct_user_stmt="SELECT full_name,user_group from vicidial_users where user='$row[3]'";
+ if ($DB) {$HTML_text.="$defunct_user_stmt\n";}
+ $defunct_user_rslt=mysql_to_mysqli($defunct_user_stmt, $link);
+ if (mysqli_num_rows($defunct_user_rslt)>0)
+ {
+ $defunct_user_row=mysqli_fetch_row($defunct_user_rslt);
+ $full_name_val=$defunct_user_row[0];
+ $user_group_val=$defunct_user_row[1];
+ }
+ else
+ {
+ $full_name_val=$row[3];
+ $user_group_val="**NONE**";
+ }
+ }
+ else
+ {
+ $full_name_val=$row[2];
+ $user_group_val=$row[9];
+ }
+
+ if ($DB) {$HTML_text.="$full_name_val - $user_group_val\n";}
+ $calls[$q] = $row[0];
+ $talk_sec[$q] = $row[1];
+ $full_name[$q] = $full_name_val;
+ $user[$q] = $row[3];
+ $pause_sec[$q] = $row[4];
+ $wait_sec[$q] = $row[5];
+ $dispo_sec[$q] = $row[6];
+ $status[$q] = strtoupper($row[7]);
+ $dead_sec[$q] = $row[8];
+ $user_group[$q] = $user_group_val;
+ $call_date[$q] = $row[10];
+ $customer_sec[$q] = ($talk_sec[$q] - $dead_sec[$q]);
+
+ if (strlen($status[$q])>0) {$userTOTcalls[$row[3]]+=$row[0];}
+
+ $max_varname="max_".$status[$q];
+ $$max_varname=1;
+
+ if ($customer_sec[$q] < 1)
+ {$customer_sec[$q]=0;}
+ if ( (!preg_match("/\-$status[$q]\-/i", $statuses)) and (strlen($status[$q])>0) )
+ {
+ $statusesTXT = sprintf("%8s", $status[$q]);
+
+ $statusesHEAD .= "----------+";
+ $statusesHTML .= " $statusesTXT |";
+ $CSV_header.=",\"$status[$q]\"";
+
+ if($show_percentages) {
+ $statusesHEAD .= "------------+";
+ $statusesHTML .= " $statusesTXT % |";
+ $CSV_header.=",\"$status[$q] %\"";
+ }
+
+ $statuses .= "$status[$q]-";
+ $statusesARY[$j] = $status[$q];
+ $j++;
+ }
+ if (!preg_match("/\-$user[$q]\-/i", $users))
+ {
+ $users .= "$user[$q]-";
+ $usersARY[$k] = $user[$q];
+ $user_namesARY[$k] = $full_name[$q];
+ $user_groupsARY[$k] = $user_group[$q];
+ $k++;
+ }
+
+ $i++;
+ $q++;
+ }
+}
+if ($DB) {print "
\n****$users****
\n";}
+if ($DB) {print_r($user_groupsARY[$k]);}
+$CSV_header.="\n";
+$CSV_lines='';
+
+$ASCII_text.=_QXZ("CALL STATS BREAKDOWN").": ("._QXZ("Statistics related to handling of calls only").") ["._QXZ("DOWNLOAD")."]\n";
+if ($show_percentages) {
+ $ASCII_text.="+-----------------+----------+----------------------+----------------------+".$BBD_header."--------+-----------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+$statusesHEAD\n";
+ $ASCII_text.="| "._QXZ("USER NAME",15)." | "._QXZ("ID",8)." | "._QXZ("CURRENT USER GROUP",20)." | "._QXZ("MOST RECENT USER GRP",20).$BBD_text." | "._QXZ("CALLS",6)." | "._QXZ("TIME",9)." | "._QXZ("PAUSE",8)." | "._QXZ("PAUSE",8)." % |"._QXZ("PAUSAVG",7)." | "._QXZ("WAIT",8)." | "._QXZ("WAIT",8)." % |"._QXZ("WAITAVG",7)." | "._QXZ("TALK",8)." | "._QXZ("TALK",8)." % |"._QXZ("TALKAVG",7)." | "._QXZ("DISPO",8)." | "._QXZ("DISPO",8)." % |"._QXZ("DISPAVG",7)." | "._QXZ("DEAD",7)." | "._QXZ("DEAD",8)." % |"._QXZ("DEADAVG",7)." | "._QXZ("CUSTOMER",8)." | "._QXZ("CUSTOMER",8)." % |"._QXZ("CUSTAVG",7)." |$statusesHTML\n";
+ $ASCII_text.="+-----------------+----------+----------------------+----------------------+".$BBD_header."--------+-----------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+$statusesHEAD\n";
+} else {
+ $ASCII_text.="+-----------------+----------+----------------------+----------------------+".$BBD_header."--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+$statusesHEAD\n";
+ $ASCII_text.="| "._QXZ("USER NAME",15)." | "._QXZ("ID",8)." | "._QXZ("CURRENT USER GROUP",20)." | "._QXZ("MOST RECENT USER GRP",20).$BBD_text." | "._QXZ("CALLS",6)." | "._QXZ("TIME",9)." | "._QXZ("PAUSE",8)." |"._QXZ("PAUSAVG",7)." | "._QXZ("WAIT",8)." |"._QXZ("WAITAVG",7)." | "._QXZ("TALK",8)." |"._QXZ("TALKAVG",7)." | "._QXZ("DISPO",8)." |"._QXZ("DISPAVG",7)." | "._QXZ("DEAD",8)." |"._QXZ("DEADAVG",7)." | "._QXZ("CUSTOMER",8)." |"._QXZ("CUSTAVG",7)." |$statusesHTML\n";
+ $ASCII_text.="+-----------------+----------+----------------------+----------------------+".$BBD_header."--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+$statusesHEAD\n";
+}
+
+
+### BEGIN loop through each user ###
+$m=0;
+while ($m < $k)
+ {
+ $Suser=$usersARY[$m];
+
+ if ($breakdown_by_date)
+ {
+ $Toutput_sub="";
+ $CSV_lines_sub="";
+
+ $SstatusesHTML='';
+ $CSVstatuses='';
+
+ $Stalk_sec_pct=0;
+ $Spause_sec_pct=0;
+ $Swait_sec_pct=0;
+ $Sdispo_sec_pct=0;
+ $Sdead_sec_pct=0;
+
+ $date_stmt="select distinct date(event_time) as call_date from ".$agent_log_table." where event_time <= '$query_date_END' and event_time >= '$query_date_BEGIN' and user='$Suser' and pause_sec<65000 and wait_sec<65000 and talk_sec<65000 and dispo_sec<65000 $group_SQL $user_group_agent_log_SQL $user_agent_log_SQL order by call_date asc limit 500000;";
+ if ($DB) {$ASCII_text.=$date_stmt."\n";}
+ $date_rslt=mysql_to_mysqli($date_stmt, $link);
+ while($date_row=mysqli_fetch_row($date_rslt))
+ {
+ $call_dateX=$date_row[0];
+
+ $cd_stmt="SELECT count(*) as calls,sum(talk_sec) as talk,'' as full_name,user,sum(pause_sec),sum(wait_sec),sum(dispo_sec),status,sum(dead_sec), '' as user_group from ".$agent_log_table." where date(event_time)='$call_dateX' and pause_sec<65000 and wait_sec<65000 and talk_sec<65000 and dispo_sec<65000 and user='$Suser' $group_SQL $user_agent_log_SQL $user_SQL group by user,full_name,user_group,status order by full_name,user,status desc limit 500000;";
+ $cd_rslt=mysql_to_mysqli($cd_stmt, $link);
+ if ($DB) {$ASCII_text.=$cd_stmt."\n";}
+
+ $x=0;
+ while ($cd_row=mysqli_fetch_row($cd_rslt))
+ {
+ $calls_sub[$x] = $cd_row[0];
+ $talk_sec_sub[$x] = $cd_row[1];
+ $user_sub[$x] = $cd_row[3];
+ $pause_sec_sub[$x] = $cd_row[4];
+ $wait_sec_sub[$x] = $cd_row[5];
+ $dispo_sec_sub[$x] = $cd_row[6];
+ $status_sub[$x] = strtoupper($cd_row[7]);
+ $dead_sec_sub[$x] = $cd_row[8];
+ $customer_sec_sub[$x] = ($talk_sec_sub[$x] - $dead_sec_sub[$x]);
+ $x++;
+ }
+
+
+ $Stime=0;
+ $Scalls=0;
+ $Stalk_sec=0;
+ $Spause_sec=0;
+ $Swait_sec=0;
+ $Sdispo_sec=0;
+ $Sdead_sec=0;
+ $Scustomer_sec=0;
+ $o=0;
+ $SstatusesHTML='';
+ $CSVstatuses='';
+ while ($o < $j)
+ {
+ $Sstatus=$statusesARY[$o];
+ $Scall_date=$call_date[$o];
+ $SstatusTXT='';
+
+ $i=0; $status_found=0;
+ while ($i < $x)
+ {
+ if ($Sstatus=="$status_sub[$i]")
+ {
+ $Scalls = ($Scalls + $calls_sub[$i]);
+ $Stalk_sec = ($Stalk_sec + $talk_sec_sub[$i]);
+ $Spause_sec = ($Spause_sec + $pause_sec_sub[$i]);
+ $Swait_sec = ($Swait_sec + $wait_sec_sub[$i]);
+ $Sdispo_sec = ($Sdispo_sec + $dispo_sec_sub[$i]);
+ $Sdead_sec = ($Sdead_sec + $dead_sec_sub[$i]);
+ $Scustomer_sec = ($Scustomer_sec + $customer_sec_sub[$i]);
+ $SstatusTXT = sprintf("%8s", $calls_sub[$i]);
+ $SstatusesHTML .= " $SstatusTXT |";
+
+ $CSVstatuses.=",\"$calls_sub[$i]\"";
+
+ if ($show_percentages)
+ {
+ $SstatusTXT_pct=sprintf("%8s", sprintf("%0.2f", MathZDC(100*$calls[$i], $userTOTcalls[$Suser])));
+ $SstatusesHTML .= " $SstatusTXT_pct % |";
+ $CSVstatuses.=",\"$SstatusTXT_pct %\"";
+ }
+
+ $status_found++;
+ }
+ $i++;
+ }
+ if ($status_found < 1)
+ {
+ $SstatusesHTML .= " 0 |";
+ $CSVstatuses.=",\"0\"";
+ if ($show_percentages)
+ {
+ $SstatusesHTML .= " 0.00 % |";
+ $CSVstatuses.=",\"0.00 %\"";
+ }
+ }
+ ### END loop through each stat line ###
+ $o++;
+ }
+
+ $Stime = ($Stalk_sec + $Spause_sec + $Swait_sec + $Sdispo_sec);
+
+ $Stalk_avg = MathZDC($Stalk_sec, $Scalls);
+ $Spause_avg = MathZDC($Spause_sec, $Scalls);
+ $Swait_avg = MathZDC($Swait_sec, $Scalls);
+ $Sdispo_avg = MathZDC($Sdispo_sec, $Scalls);
+ $Sdead_avg = MathZDC($Sdead_sec, $Scalls);
+ $Scustomer_avg = MathZDC($Scustomer_sec, $Scalls);
+
+ $RAWuser = $Suser;
+ $RAWcalls = $Scalls;
+ $Scalls = sprintf("%6s", $Scalls);
+ $Sfull_nameRAW = $Sfull_name;
+ $SuserRAW = $Suser;
+
+ $pfUSERtime_MS = sec_convert($Stime,$TIME_H_agentperfdetail);
+ $pfUSERtotTALK_MS = sec_convert($Stalk_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotTALK_MS_pct = sprintf("%0.2f", MathZDC(100*$Stalk_sec, $Stime));
+ $pfUSERavgTALK_MS = sec_convert($Stalk_avg,$TIME_M_agentperfdetail);
+ $USERtotPAUSE_MS = sec_convert($Spause_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotPAUSE_MS_pct = sprintf("%0.2f", MathZDC(100*$Spause_sec, $Stime));
+ $USERavgPAUSE_MS = sec_convert($Spause_avg,$TIME_M_agentperfdetail);
+ $USERtotWAIT_MS = sec_convert($Swait_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotWAIT_MS_pct = sprintf("%0.2f", MathZDC(100*$Swait_sec, $Stime));
+ $USERavgWAIT_MS = sec_convert($Swait_avg,$TIME_M_agentperfdetail);
+ $USERtotDISPO_MS = sec_convert($Sdispo_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotDISPO_MS_pct = sprintf("%0.2f", MathZDC(100*$Sdispo_sec, $Stime));
+ $USERavgDISPO_MS = sec_convert($Sdispo_avg,$TIME_M_agentperfdetail);
+ $USERtotDEAD_MS = sec_convert($Sdead_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotDEAD_MS_pct = sprintf("%0.2f", MathZDC(100*$Sdead_sec, $Stime));
+ $USERavgDEAD_MS = sec_convert($Sdead_avg,$TIME_M_agentperfdetail);
+ $USERtotCUSTOMER_MS = sec_convert($Scustomer_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotCUSTOMER_MS_pct = sprintf("%0.2f", MathZDC(100*$Scustomer_sec, $Stime));
+ $USERavgCUSTOMER_MS = sec_convert($Scustomer_avg,$TIME_M_agentperfdetail);
+
+ $pfUSERtime_MS = sprintf("%9s", $pfUSERtime_MS);
+ $pfUSERtotTALK_MS = sprintf("%8s", $pfUSERtotTALK_MS);
+ $pfUSERtotTALK_MS_pct = sprintf("%8s", $pfUSERtotTALK_MS_pct);
+ $pfUSERavgTALK_MS = sprintf("%6s", $pfUSERavgTALK_MS);
+ $pfUSERtotPAUSE_MS = sprintf("%8s", $USERtotPAUSE_MS);
+ $pfUSERtotPAUSE_MS_pct = sprintf("%8s", $pfUSERtotPAUSE_MS_pct);
+ $pfUSERavgPAUSE_MS = sprintf("%6s", $USERavgPAUSE_MS);
+ $pfUSERtotWAIT_MS = sprintf("%8s", $USERtotWAIT_MS);
+ $pfUSERtotWAIT_MS_pct = sprintf("%8s", $pfUSERtotWAIT_MS_pct);
+ $pfUSERavgWAIT_MS = sprintf("%6s", $USERavgWAIT_MS);
+ $pfUSERtotDISPO_MS = sprintf("%8s", $USERtotDISPO_MS);
+ $pfUSERtotDISPO_MS_pct = sprintf("%8s", $pfUSERtotDISPO_MS_pct);
+ $pfUSERavgDISPO_MS = sprintf("%6s", $USERavgDISPO_MS);
+ $pfUSERtotDEAD_MS = sprintf("%8s", $USERtotDEAD_MS);
+ $pfUSERtotDEAD_MS_pct = sprintf("%8s", $pfUSERtotDEAD_MS_pct);
+ $pfUSERavgDEAD_MS = sprintf("%6s", $USERavgDEAD_MS);
+ $pfUSERtotCUSTOMER_MS = sprintf("%8s", $USERtotCUSTOMER_MS);
+ $pfUSERtotCUSTOMER_MS_pct = sprintf("%8s", $pfUSERtotCUSTOMER_MS_pct);
+ $pfUSERavgCUSTOMER_MS = sprintf("%6s", $USERavgCUSTOMER_MS);
+ $PAUSEtotal[$m] = $pfUSERtotPAUSE_MS;
+
+ if ($non_latin < 1)
+ {
+ $Scall_date= sprintf("%-10s", $call_dateX);
+ $Sfull_name= sprintf("%-15s", " ");
+ $Suser_group= sprintf("%-20s", " ");
+ $Slast_user_group= sprintf("%-20s", " ");
+ $Suser_sub = sprintf("%-8s", " ");
+ }
+ else
+ {
+ $Scall_date= sprintf("%-10s", $call_dateX);
+ $Sfull_name= sprintf("%-45s", " ");
+ $Suser_group= sprintf("%-60s", " ");
+ $Slast_user_group= sprintf("%-60s", " ");
+ $Suser_sub = sprintf("%-24s", " ");
+ }
+
+ if ($show_percentages) {
+ $Toutput_sub .= "| $Sfull_name | $Suser_sub | $Suser_group | $Slast_user_group | $Scall_date | $Scalls | $pfUSERtime_MS | $pfUSERtotPAUSE_MS | $pfUSERtotPAUSE_MS_pct % | $pfUSERavgPAUSE_MS | $pfUSERtotWAIT_MS | $pfUSERtotWAIT_MS_pct % | $pfUSERavgWAIT_MS | $pfUSERtotTALK_MS | $pfUSERtotTALK_MS_pct % | $pfUSERavgTALK_MS | $pfUSERtotDISPO_MS | $pfUSERtotDISPO_MS_pct % | $pfUSERavgDISPO_MS | $pfUSERtotDEAD_MS | $pfUSERtotDEAD_MS_pct % | $pfUSERavgDEAD_MS | $pfUSERtotCUSTOMER_MS | $pfUSERtotCUSTOMER_MS_pct % | $pfUSERavgCUSTOMER_MS |$SstatusesHTML\n";
+ } else {
+ $Toutput_sub .= "| $Sfull_name | $Suser_sub | $Suser_group | $Slast_user_group | $Scall_date | $Scalls | $pfUSERtime_MS | $pfUSERtotPAUSE_MS | $pfUSERavgPAUSE_MS | $pfUSERtotWAIT_MS | $pfUSERavgWAIT_MS | $pfUSERtotTALK_MS | $pfUSERavgTALK_MS | $pfUSERtotDISPO_MS | $pfUSERavgDISPO_MS | $pfUSERtotDEAD_MS | $pfUSERavgDEAD_MS | $pfUSERtotCUSTOMER_MS | $pfUSERavgCUSTOMER_MS |$SstatusesHTML\n";
+ }
+
+
+ $CSV_lines_sub.="\"\",";
+ if ($show_percentages) {
+ $CSV_lines_sub.=preg_replace('/\s/', '', "\"\",\"\",\"\",\"$Scall_date\",\"$Scalls\",\"$pfUSERtime_MS\",\"$pfUSERtotPAUSE_MS\",\"$pfUSERtotPAUSE_MS_pct\",\"$pfUSERavgPAUSE_MS\",\"$pfUSERtotWAIT_MS\",\"$pfUSERtotWAIT_MS_pct\",\"$pfUSERavgWAIT_MS\",\"$pfUSERtotTALK_MS\",\"$pfUSERtotTALK_MS_pct\",\"$pfUSERavgTALK_MS\",\"$pfUSERtotDISPO_MS\",\"$pfUSERtotDISPO_MS_pct\",\"$pfUSERavgDISPO_MS\",\"$pfUSERtotDEAD_MS\",\"$pfUSERtotDEAD_MS_pct\",\"$pfUSERavgDEAD_MS\",\"$pfUSERtotCUSTOMER_MS\",\"$pfUSERtotCUSTOMER_MS_pct\",\"$pfUSERavgCUSTOMER_MS\"$CSVstatuses");
+ } else {
+ $CSV_lines_sub.=preg_replace('/\s/', '', "\"\",\"\",\"\",\"$Scall_date\",\"$Scalls\",\"$pfUSERtime_MS\",\"$pfUSERtotPAUSE_MS\",\"$pfUSERavgPAUSE_MS\",\"$pfUSERtotWAIT_MS\",\"$pfUSERavgWAIT_MS\",\"$pfUSERtotTALK_MS\",\"$pfUSERavgTALK_MS\",\"$pfUSERtotDISPO_MS\",\"$pfUSERavgDISPO_MS\",\"$pfUSERtotDEAD_MS\",\"$pfUSERavgDEAD_MS\",\"$pfUSERtotCUSTOMER_MS\",\"$pfUSERavgCUSTOMER_MS\"$CSVstatuses");
+ }
+ $CSV_lines_sub.="\n";
+
+ }
+ if ($show_percentages)
+ {
+ $Toutput_sub.="+-----------------+----------+----------------------+----------------------+".$BBD_header."--------+-----------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+----------+------------+--------+$statusesHEAD\n";
+ }
+ else
+ {
+ $Toutput_sub.="+-----------------+----------+----------------------+----------------------+".$BBD_header."--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+$statusesHEAD\n";
+ }
+ }
+
+ $Slast_user_group=$recent_user_groups[$Suser];
+
+ $Sfull_name=$user_namesARY[$m];
+ $Suser_group=$user_groupsARY[$m];
+ $Stime=0;
+ $Scalls=0;
+ $Stalk_sec=0;
+ $Spause_sec=0;
+ $Swait_sec=0;
+ $Sdispo_sec=0;
+ $Sdead_sec=0;
+ $Scustomer_sec=0;
+ $SstatusesHTML='';
+ $CSVstatuses='';
+
+ $Stalk_sec_pct=0;
+ $Spause_sec_pct=0;
+ $Swait_sec_pct=0;
+ $Sdispo_sec_pct=0;
+ $Sdead_sec_pct=0;
+
+ ### BEGIN loop through each status ###
+ $n=0;
+ while ($n < $j)
+ {
+ $Sstatus=$statusesARY[$n];
+ $SstatusTXT='';
+
+ $varname=$Sstatus."_graph";
+ $$varname=$graph_header."$Sstatus | |
";
+ $max_varname="max_".$Sstatus;
+ ### BEGIN loop through each stat line ###
+ $i=0; $status_found=0;
+ while ($i < $rows_to_print)
+ {
+ if ( ($Suser=="$user[$i]") and ($Sstatus=="$status[$i]") )
+ {
+ $Scalls = ($Scalls + $calls[$i]);
+ $Stalk_sec = ($Stalk_sec + $talk_sec[$i]);
+ $Spause_sec = ($Spause_sec + $pause_sec[$i]);
+ $Swait_sec = ($Swait_sec + $wait_sec[$i]);
+ $Sdispo_sec = ($Sdispo_sec + $dispo_sec[$i]);
+ $Sdead_sec = ($Sdead_sec + $dead_sec[$i]);
+ $Scustomer_sec = ($Scustomer_sec + $customer_sec[$i]);
+ $SstatusTXT = sprintf("%8s", $calls[$i]);
+ $SstatusesHTML .= " $SstatusTXT |";
+
+ if ($calls[$i]>$$max_varname) {$$max_varname=$calls[$i];}
+ $graph_stats[$m][(15+$n)]=($calls[$i]+0);
+
+ $CSVstatuses.=",\"$calls[$i]\"";
+
+ if ($show_percentages) {
+ $SstatusTXT_pct=sprintf("%8s", sprintf("%0.2f", MathZDC(100*$calls[$i], $userTOTcalls[$Suser])));
+ $SstatusesHTML .= " $SstatusTXT_pct % |";
+ $CSVstatuses.=",\"$SstatusTXT_pct %\"";
+ }
+
+ $status_found++;
+ }
+ $i++;
+ }
+ if ($status_found < 1)
+ {
+ $SstatusesHTML .= " 0 |";
+ $CSVstatuses.=",\"0\"";
+ if ($show_percentages) {
+ $SstatusesHTML .= " 0.00 % |";
+ $CSVstatuses.=",\"0.00 %\"";
+ }
+ $graph_stats[$m][(15+$n)]=0;
+ }
+ ### END loop through each stat line ###
+ $n++;
+ }
+ ### END loop through each status ###
+ $Stime = ($Stalk_sec + $Spause_sec + $Swait_sec + $Sdispo_sec);
+ $TOTcalls=($TOTcalls + $Scalls);
+ $TOTtime=($TOTtime + $Stime);
+ $TOTtotTALK=($TOTtotTALK + $Stalk_sec);
+ $TOTtotWAIT=($TOTtotWAIT + $Swait_sec);
+ $TOTtotPAUSE=($TOTtotPAUSE + $Spause_sec);
+ $TOTtotDISPO=($TOTtotDISPO + $Sdispo_sec);
+ $TOTtotDEAD=($TOTtotDEAD + $Sdead_sec);
+ $TOTtotCUSTOMER=($TOTtotCUSTOMER + $Scustomer_sec);
+ $Stime = ($Stalk_sec + $Spause_sec + $Swait_sec + $Sdispo_sec);
+
+ $Stalk_avg = MathZDC($Stalk_sec, $Scalls);
+ $Spause_avg = MathZDC($Spause_sec, $Scalls);
+ $Swait_avg = MathZDC($Swait_sec, $Scalls);
+ $Sdispo_avg = MathZDC($Sdispo_sec, $Scalls);
+ $Sdead_avg = MathZDC($Sdead_sec, $Scalls);
+ $Scustomer_avg = MathZDC($Scustomer_sec, $Scalls);
+
+ $RAWuser = $Suser;
+ $RAWcalls = $Scalls;
+ $Scalls = sprintf("%6s", $Scalls);
+ $Sfull_nameRAW = $Sfull_name;
+ $SuserRAW = $Suser;
+
+ if ($non_latin < 1)
+ {
+ $Scall_date= sprintf("%-10s", " ");
+ $Sfull_name= sprintf("%-15s", $Sfull_name);
+ while(strlen($Sfull_name)>15) {$Sfull_name = substr("$Sfull_name", 0, -1);}
+ $Suser_group= sprintf("%-20s", $Suser_group);
+ while(strlen($Suser_group)>20) {$Suser_group = substr("$Suser_group", 0, -1);}
+ $Slast_user_group= sprintf("%-20s", $Slast_user_group);
+ while(strlen($Slast_user_group)>20) {$Slast_user_group = substr("$Slast_user_group", 0, -1);}
+ $Suser = sprintf("%-8s", $Suser);
+ while(strlen($Suser)>8) {$Suser = substr("$Suser", 0, -1);}
+ }
+ else
+ {
+ $Scall_date= sprintf("%-10s", " ");
+ $Sfull_name= sprintf("%-45s", $Sfull_name);
+ while(mb_strlen($Sfull_name,'utf-8')>15) {$Sfull_name = mb_substr("$Sfull_name", 0, -1,'utf-8');}
+ $Suser_group= sprintf("%-60s", $Suser_group);
+ while(mb_strlen($Suser_group,'utf-8')>20) {$Suser_group = mb_substr("$Suser_group", 0, -1,'utf-8');}
+ $Slast_user_group= sprintf("%-60s", $Slast_user_group);
+ while(mb_strlen($Slast_user_group,'utf-8')>20) {$Slast_user_group = mb_substr("$Slast_user_group", 0, -1,'utf-8');}
+ $Suser = sprintf("%-24s", $Suser);
+ while(mb_strlen($Suser,'utf-8')>8) {$Suser = mb_substr("$Suser", 0, -1,'utf-8');}
+ }
+
+ if (trim($Scalls)>$max_calls) {$max_calls=trim($Scalls);}
+ if (trim($Stime)>$max_time) {$max_time=trim($Stime);}
+ if (trim($Spause_sec)>$max_pause) {$max_pause=trim($Spause_sec);}
+ if (trim($Spause_avg)>$max_pauseavg) {$max_pauseavg=trim($Spause_avg);}
+ if (trim($Swait_sec)>$max_wait) {$max_wait=trim($Swait_sec);}
+ if (trim($Swait_avg)>$max_waitavg) {$max_waitavg=trim($Swait_avg);}
+ if (trim($Stalk_sec)>$max_talk) {$max_talk=trim($Stalk_sec);}
+ if (trim($Stalk_avg)>$max_talkavg) {$max_talkavg=trim($Stalk_avg);}
+ if (trim($Sdispo_sec)>$max_dispo) {$max_dispo=trim($Sdispo_sec);}
+ if (trim($Sdispo_avg)>$max_dispoavg) {$max_dispoavg=trim($Sdispo_avg);}
+ if (trim($Sdead_sec)>$max_dead) {$max_dead=trim($Sdead_sec);}
+ if (trim($Sdead_avg)>$max_deadavg) {$max_deadavg=trim($Sdead_avg);}
+ if (trim($Scustomer_sec)>$max_customer) {$max_customer=trim($Scustomer_sec);}
+ if (trim($Scustomer_avg)>$max_customeravg) {$max_customeravg=trim($Scustomer_avg);}
+ $graph_stats[$m][0]=trim($Sfull_name)." - ".trim($Suser);
+ $graph_stats[$m][1]=trim($Scalls);
+ $graph_stats[$m][2]=trim($Stime);
+ $graph_stats[$m][3]=trim($Spause_sec);
+ $graph_stats[$m][4]=trim($Spause_avg);
+ $graph_stats[$m][5]=trim($Swait_sec);
+ $graph_stats[$m][6]=trim($Swait_avg);
+ $graph_stats[$m][7]=trim($Stalk_sec);
+ $graph_stats[$m][8]=trim($Stalk_avg);
+ $graph_stats[$m][9]=trim($Sdispo_sec);
+ $graph_stats[$m][10]=trim($Sdispo_avg);
+ $graph_stats[$m][11]=trim($Sdead_sec);
+ $graph_stats[$m][12]=trim($Sdead_avg);
+ $graph_stats[$m][13]=trim($Scustomer_sec);
+ $graph_stats[$m][14]=trim($Scustomer_avg);
+
+
+ $pfUSERtime_MS = sec_convert($Stime,$TIME_H_agentperfdetail);
+ $pfUSERtotTALK_MS = sec_convert($Stalk_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotTALK_MS_pct = sprintf("%0.2f", MathZDC(100*$Stalk_sec, $Stime));
+ $pfUSERavgTALK_MS = sec_convert($Stalk_avg,$TIME_M_agentperfdetail);
+ $USERtotPAUSE_MS = sec_convert($Spause_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotPAUSE_MS_pct = sprintf("%0.2f", MathZDC(100*$Spause_sec, $Stime));
+ $USERavgPAUSE_MS = sec_convert($Spause_avg,$TIME_M_agentperfdetail);
+ $USERtotWAIT_MS = sec_convert($Swait_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotWAIT_MS_pct = sprintf("%0.2f", MathZDC(100*$Swait_sec, $Stime));
+ $USERavgWAIT_MS = sec_convert($Swait_avg,$TIME_M_agentperfdetail);
+ $USERtotDISPO_MS = sec_convert($Sdispo_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotDISPO_MS_pct = sprintf("%0.2f", MathZDC(100*$Sdispo_sec, $Stime));
+ $USERavgDISPO_MS = sec_convert($Sdispo_avg,$TIME_M_agentperfdetail);
+ $USERtotDEAD_MS = sec_convert($Sdead_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotDEAD_MS_pct = sprintf("%0.2f", MathZDC(100*$Sdead_sec, $Stime));
+ $USERavgDEAD_MS = sec_convert($Sdead_avg,$TIME_M_agentperfdetail);
+ $USERtotCUSTOMER_MS = sec_convert($Scustomer_sec,$TIME_H_agentperfdetail);
+ $pfUSERtotCUSTOMER_MS_pct = sprintf("%0.2f", MathZDC(100*$Scustomer_sec, $Stime));
+ $USERavgCUSTOMER_MS = sec_convert($Scustomer_avg,$TIME_M_agentperfdetail);
+
+ $pfUSERtime_MS = sprintf("%9s", $pfUSERtime_MS);
+ $pfUSERtotTALK_MS = sprintf("%8s", $pfUSERtotTALK_MS);
+ $pfUSERtotTALK_MS_pct = sprintf("%8s", $pfUSERtotTALK_MS_pct);
+ $pfUSERavgTALK_MS = sprintf("%6s", $pfUSERavgTALK_MS);
+ $pfUSERtotPAUSE_MS = sprintf("%8s", $USERtotPAUSE_MS);
+ $pfUSERtotPAUSE_MS_pct = sprintf("%8s", $pfUSERtotPAUSE_MS_pct);
+ $pfUSERavgPAUSE_MS = sprintf("%6s", $USERavgPAUSE_MS);
+ $pfUSERtotWAIT_MS = sprintf("%8s", $USERtotWAIT_MS);
+ $pfUSERtotWAIT_MS_pct = sprintf("%8s", $pfUSERtotWAIT_MS_pct);
+ $pfUSERavgWAIT_MS = sprintf("%6s", $USERavgWAIT_MS);
+ $pfUSERtotDISPO_MS = sprintf("%8s", $USERtotDISPO_MS);
+ $pfUSERtotDISPO_MS_pct = sprintf("%8s", $pfUSERtotDISPO_MS_pct);
+ $pfUSERavgDISPO_MS = sprintf("%6s", $USERavgDISPO_MS);
+ $pfUSERtotDEAD_MS = sprintf("%8s", $USERtotDEAD_MS);
+ $pfUSERtotDEAD_MS_pct = sprintf("%8s", $pfUSERtotDEAD_MS_pct);
+ $pfUSERavgDEAD_MS = sprintf("%6s", $USERavgDEAD_MS);
+ $pfUSERtotCUSTOMER_MS = sprintf("%8s", $USERtotCUSTOMER_MS);
+ $pfUSERtotCUSTOMER_MS_pct = sprintf("%8s", $pfUSERtotCUSTOMER_MS_pct);
+ $pfUSERavgCUSTOMER_MS = sprintf("%6s", $USERavgCUSTOMER_MS);
+ $PAUSEtotal[$m] = $pfUSERtotPAUSE_MS;
+
+ if ($show_percentages) {
+ $Toutput = "| $Sfull_name |