1438 lines
69 KiB
PHP
1438 lines
69 KiB
PHP
<?php
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# VERM_ANSWERED_rpt.inc - Vicidial Enhanced Reporting answered call report
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#
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# Copyright (C) 2022 Matt Florell <vicidial@gmail.com>, Joe Johnson <joej@vicidial.com> LICENSE: AGPLv2
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#
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# CHANGELOG:
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# 220825-1629 - First build
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#
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# DROP, WAITTO, TIMEOT are unanswered statuses, not NANQUE
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$PHP_AUTH_USER=$_SERVER['PHP_AUTH_USER'];
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$PHP_AUTH_PW=$_SERVER['PHP_AUTH_PW'];
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$PHP_SELF=$_SERVER['PHP_SELF'];
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$PHP_SELF = preg_replace('/\.php.*/i','.php',$PHP_SELF);
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$startMS = microtime();
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if (isset($_GET["sort_agents_on_queue"])) {$sort_agents_on_queue=$_GET["sort_agents_on_queue"];}
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elseif (isset($_POST["sort_agents_on_queue"])) {$sort_agents_on_queue=$_POST["sort_agents_on_queue"];}
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if ($non_latin < 1)
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{
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$sort_agents_on_queue = preg_replace('/[^\s\-_0-9a-zA-Z]/','',$sort_agents_on_queue);
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}
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else
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{
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$sort_agents_on_queue = preg_replace('/[^\s\-_0-9\p{L}]/u','',$sort_agents_on_queue);
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}
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$calls_stmt="select call_date, call_date+INTERVAL (length_in_sec) SECOND as end_date, if(call_date+INTERVAL (length_in_sec) SECOND<='$end_date $end_time', '1', '0') as within_interval, campaign_id, user, length_in_sec, '0' as queue_seconds, 'O' as direction, '1' as queue_position, term_reason, comments, status, uniqueid From vicidial_log $vicidial_log_SQL and user!='VDAD' UNION select call_date, call_date+INTERVAL (length_in_sec) SECOND as end_date, if(call_date+INTERVAL (length_in_sec) SECOND<='$end_date $end_time', '1', '0') as within_interval, campaign_id, user, if(comments='EMAIL', length_in_sec, length_in_sec-queue_seconds) as length_in_sec, if(comments='EMAIL', '0', queue_seconds) as queue_seconds, 'I' as direction, queue_position, term_reason, comments, status, uniqueid From vicidial_closer_log $vicidial_closer_log_SQL and (user!='VDCL' $or_NANQUE_clause)";
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if ($DB) {$HTML_output.="<B>$calls_stmt</B>";}
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$calls_rslt=mysqli_query($link, $calls_stmt);
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### VARIABLES ###
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$total_calls=0;
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$total_answered_calls=0;
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$total_unanswered_calls=0;
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$max_call_length=0;
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$min_call_length=1000000;
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$total_call_length=0;
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$max_wait_time=0;
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$min_wait_time=1000000;
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$total_wait_time=0;
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$total_position=0;
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$max_position=0;
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$min_position=1000000;
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$agent_call_counts=array();
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$transferred_counts=array();
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$agent_call_lengths=array();
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$queue_stats=array(); # campaign id breakdown BY ANSWERED CALLS
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$term_reasons=array(); # ANSWERED CALLS ONLY
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$call_directions=array(); # ANSWERED CALLS
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$call_stints=array(); # ANSWERED CALLS
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$agent_events=array(); # ANSWERED CALLS
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$queue_positions=array("Untracked" => 0); # ANSWERED CALLS
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$coverage="100%";
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$coverage_wi="100%";
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#################
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### WITHIN-INTERVAL VARS ###
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$total_calls_wi=0;
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$total_answered_calls_wi=0;
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$total_unanswered_calls_wi=0;
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$max_call_length_wi=0;
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$min_call_length_wi=1000000;
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$total_call_length_wi=0;
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$max_wait_time_wi=0;
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$min_wait_time_wi=1000000;
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$total_wait_time_wi=0;
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$total_position_wi=0;
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$max_position_wi=0;
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$min_position_wi=1000000;
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$agent_stats_wi=array();
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############################
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$uniqueid_array=array();
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while ($calls_row=mysqli_fetch_array($calls_rslt))
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{
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$total_calls++;
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if ($calls_row["direction"]=="O")
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{
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$total_outbound_calls++;
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}
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else
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{
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$total_inbound_calls++;
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}
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# print "$total_call_length + $calls_row[length_in_sec] = ";
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$total_call_length+=$calls_row["length_in_sec"];
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# print "$total_call_length<BR>\n";
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$total_wait_time+=$calls_row["queue_seconds"];
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$stint=1;
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if (preg_match('/VDAD|VDCL/', $calls_row["user"]))
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{
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/* IRRELEVANT
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if (preg_match('/^DROP$|TIMEOT|WAITTO/', $calls_row["status"]))
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{
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$total_unanswered_calls++;
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if ($calls_row["direction"]=="O")
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{
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$unanswered_outbound_calls++;
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}
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else
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{
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$unanswered_inbound_calls++;
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}
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$call_was_answered=0;
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}
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else
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{
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# DO NOTHING FOR NANQUE - dunno why but phone 4698254386 shows only under one rep despite call length
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}
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*/
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}
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else
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{
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array_push($uniqueid_array, $calls_row["uniqueid"]);
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$total_answered_calls++;
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if ($calls_row["direction"]=="O")
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{
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$answered_outbound_calls++;
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}
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else
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{
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$answered_inbound_calls++;
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}
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$call_was_answered=1;
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$transferred_counts["$transfer_status"]++;
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# Use full name here so we can sort in the 'Agents on queue' section painlessly.
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$agent_full_name=$fullname_info["$calls_row[user]"];
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$agent_full_name=($show_full_agent_info ? $calls_row["user"]." - " : "").$fullname_info["$calls_row[user]"];
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$agent_call_counts["$agent_full_name"]++;
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$agent_call_lengths["$agent_full_name"]+=$calls_row["length_in_sec"];
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# Events?
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$agent_events["$calls_row[user]"][0]=0;
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$agent_events["$calls_row[user]"][1]=0;
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$term_reasons["$calls_row[term_reason]"]++;
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$queue_stats["$calls_row[campaign_id]"]++;
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if ($calls_row["direction"]=="O") {$call_directions["Outbound calls"]++;} else {$call_directions["Inbound calls"]++;}
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$call_stints["$stint"]++;
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$total_position+=$calls_row["queue_position"];
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$queue_positions["$calls_row[queue_position]"]++;
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}
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if ($calls_row["length_in_sec"]>$max_call_length && $call_was_answered) {$max_call_length=$calls_row["length_in_sec"];}
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if ($calls_row["length_in_sec"]<$min_call_length && $call_was_answered) {$min_call_length=$calls_row["length_in_sec"];}
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if ($calls_row["queue_seconds"]>$max_wait_time && $call_was_answered) {$max_wait_time=$calls_row["queue_seconds"];}
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if ($calls_row["queue_seconds"]<$min_wait_time && $call_was_answered) {$min_wait_time=$calls_row["queue_seconds"];}
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if ($calls_row["queue_position"]>$max_position) {$max_position=$calls_row["queue_position"];}
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if ($calls_row["queue_position"]<$min_position) {$min_position=$calls_row["queue_position"];}
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### FILTER FOR FULLY WITHIN-INTERVAL CALLS, SHOULD BE EXACTLY THE SAME (FOR NOW)
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if ($calls_row["within_interval"])
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{
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$total_calls_wi++;
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$total_call_length_wi+=$calls_row["length_in_sec"];
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$total_wait_time_wi+=$calls_row["queue_seconds"];
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$total_position_wi+=$calls_row["queue_position"];
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if (preg_match('/VDAD|VDCL/', $calls_row["user"]) && preg_match('/^DROP$|TIMEOT|WAITTO/', $calls_row["status"]))
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{
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$total_unanswered_calls_wi++;
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}
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else
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{
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$total_answered_calls_wi++;
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}
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if ($calls_row["length_in_sec"]>$max_call_length_wi) {$max_call_length_wi=$calls_row["length_in_sec"];}
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if ($calls_row["length_in_sec"]<$min_call_length_wi) {$min_call_length_wi=$calls_row["length_in_sec"];}
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if ($calls_row["queue_seconds"]>$max_wait_time_wi && $call_was_answered) {$max_wait_time_wi=$calls_row["queue_seconds"];}
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if ($calls_row["queue_seconds"]<$min_wait_time_wi && $call_was_answered) {$min_wait_time_wi=$calls_row["queue_seconds"];}
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if ($calls_row["queue_position"]>$max_position_wi) {$max_position_wi=$calls_row["queue_position"];}
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if ($calls_row["queue_position"]<$min_position_wi) {$min_position_wi=$calls_row["queue_position"];}
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}
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}
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$average_call_length=sprintf("%.1f", MathZDC($total_call_length, $total_answered_calls)); # Total calls instead?
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$average_wait_time=sprintf("%.1f", MathZDC($total_wait_time, $total_answered_calls)); # Total calls instead?
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$average_position=sprintf("%.1f", MathZDC($total_position, $total_answered_calls));
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$total_call_length_fmt=sprintf("%.1f", ($total_call_length/3600));
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$total_wait_time_fmt=sprintf("%.1f", ($total_wait_time/3600));
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$average_call_length_wi=sprintf("%.1f", MathZDC($total_call_length_wi, $total_answered_calls_wi)); # Total calls instead?
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$average_wait_time_wi=sprintf("%.1f", MathZDC($total_wait_time_wi, $answered_call_wis)); # Total calls instead?
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$average_position_wi=sprintf("%.1f", MathZDC($total_position_wi, $total_answered_calls_wi));
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$total_call_length_fmt_wi=sprintf("%.1f", ($total_call_length_wi/3600));
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$total_wait_time_fmt_wi=sprintf("%.1f", ($total_wait_time_wi/3600));
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# Wipe unadjusted variables (i.e. no records)
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$min_call_length=($min_call_length==1000000 ? "0" : $min_call_length);
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$min_wait_time=($min_wait_time==1000000 ? "0" : $min_wait_time);
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$min_position=($min_position==1000000 ? "0" : $min_position);
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$min_call_length_wi=($min_call_length_wi==1000000 ? "0" : $min_call_length_wi);
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$min_wait_time_wi=($min_wait_time_wi==1000000 ? "0" : $min_wait_time_wi);
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$min_position_wi=($min_position_wi==1000000 ? "0" : $min_position_wi);
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$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("All calls")." $NWB#VERM_ANSWERED-all_calls$NWE</h2>";
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$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
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$HTML_output.="<table width='100%' id='rpt_table'>";
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$HTML_output.="<tr class='standard_font bold'>";
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$HTML_output.="<th>"._QXZ("All calls").":</th>";
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$HTML_output.="<th> </th>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("N. calls answered by operators").":</td>";
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$HTML_output.="<td>".$total_answered_calls."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Average call length").": $NWB#VERM_ANSWERED-all_calls_call_length$NWE</td>";
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$HTML_output.="<td>".$average_call_length." s.</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Min call length").":</td>";
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$HTML_output.="<td>".($min_call_length>=3600 ? floor($min_call_length/3600).":" : "").gmdate("i:s", $min_call_length)."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Max call length").":</td>";
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$HTML_output.="<td>".($max_call_length>=3600 ? floor($max_call_length/3600).":" : "").gmdate("i:s", $max_call_length)."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Total call length").":</td>";
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$HTML_output.="<td>".$total_call_length_fmt." H</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Average call waiting time").": $NWB#VERM_ANSWERED-all_calls_waiting_time$NWE</td>";
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$HTML_output.="<td>".$average_wait_time." s</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Min waiting time").":</td>";
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$HTML_output.="<td>".($min_wait_time>=3600 ? floor($min_wait_time/3600).":" : "").gmdate("i:s", $min_wait_time)."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Max waiting time").":</td>";
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$HTML_output.="<td>".($max_wait_time>=3600 ? floor($max_wait_time/3600).":" : "").gmdate("i:s", $max_wait_time)."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Total waiting time").":</td>";
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$HTML_output.="<td>".$total_wait_time_fmt." H</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Average initial position").": $NWB#VERM_ANSWERED-all_calls_position$NWE</td>";
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$HTML_output.="<td>".$average_position."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Min initial position").":</td>";
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$HTML_output.="<td>".$min_position."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Max initial position").":</td>";
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$HTML_output.="<td>".$max_position."</td>";
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$HTML_output.="</tr>\n";
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### Commented out 5/19/22 - not needed
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### $HTML_output.="<tr>";
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### $HTML_output.="<td>"._QXZ("Coverage").": $NWB#VERM_ANSWERED-all_calls_coverage$NWE</td>";
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### $HTML_output.="<td>".$coverage."</td>";
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### $HTML_output.="</tr>\n";
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$HTML_output.="<tr class='export_row'>";
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# $HTML_output.="<td colspan='2' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=all_calls\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
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$HTML_output.="<td class='export_row_cell' colspan='2'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'all_calls')\" title=\"Export as a CSV file\" value='CSV'></td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="</table>";
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$CSV_output["all_calls"]="\""._QXZ("All calls")."\",\"\"\n";
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$CSV_output["all_calls"].="\""._QXZ("N. calls answered by operators").":\",\"$total_answered_calls\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Average call length").":\",\"$average_call_length s.\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Min call length").":\",\"".($min_call_length>=3600 ? floor($min_call_length/3600).":" : "").gmdate("i:s", $min_call_length)."\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Max call length").":\",\"".($max_call_length>=3600 ? floor($max_call_length/3600).":" : "").gmdate("i:s", $max_call_length)."\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Total call length").":\",\"".$total_call_length_fmt." H\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Average call waiting time").":\",\"".$average_wait_time." H\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Min waiting time").":\",\"".($min_wait_time>=3600 ? floor($min_wait_time/3600).":" : "").gmdate("i:s", $min_wait_time)."\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Max waiting time").":\",\"".($max_wait_time>=3600 ? floor($max_wait_time/3600).":" : "").gmdate("i:s", $max_wait_time)."\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Total waiting time").":\",\"".$total_wait_time_fmt." H\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Average initial position").":\",\"".$average_position."\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Min initial position").":\",\"".$min_position."\"\n";
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$CSV_output["all_calls"].="\""._QXZ("Max initial position").":\",\"".$max_position."\"\n";
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### Commented out 5/19/22 - not needed
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### $CSV_output["all_calls"].="\"Coverage:\",\"".$coverage."\"\n";
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######################
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$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Calls fully within the given time interval")." $NWB#VERM_ANSWERED-all_calls_wi$NWE</h2>";
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$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
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$HTML_output.="<table width='100%' id='rpt_table'>";
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$HTML_output.="<tr class='standard_font bold'>";
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$HTML_output.="<th>"._QXZ("All calls").":</th>";
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$HTML_output.="<th> </th>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("N. calls answered by operators").":</td>";
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$HTML_output.="<td>".$total_answered_calls_wi."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Average call length").": $NWB#VERM_ANSWERED-all_calls_call_length_wi$NWE</td>";
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$HTML_output.="<td>".$average_call_length_wi." s.</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Min call length").":</td>";
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$HTML_output.="<td>".($min_call_length_wi>=3600 ? floor($min_call_length_wi/3600).":" : "").gmdate("i:s", $min_call_length_wi)."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Max call length").":</td>";
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$HTML_output.="<td>".($max_call_length_wi>=3600 ? floor($max_call_length_wi/3600).":" : "").gmdate("i:s", $max_call_length_wi)."</td>";
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$HTML_output.="</tr>\n";
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$HTML_output.="<tr>";
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$HTML_output.="<td>"._QXZ("Total call length").":</td>";
|
|
$HTML_output.="<td>".$total_call_length_fmt_wi." H</td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Average call waiting time").": $NWB#VERM_ANSWERED-all_calls_waiting_time_wi$NWE</td>";
|
|
$HTML_output.="<td>".$average_wait_time_wi." s</td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Min waiting time").":</td>";
|
|
$HTML_output.="<td>".($min_wait_time_wi>=3600 ? floor($min_wait_time_wi/3600).":" : "").gmdate("i:s", $min_wait_time_wi)."</td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Max waiting time").":</td>";
|
|
$HTML_output.="<td>".($max_wait_time_wi>=3600 ? floor($max_wait_time_wi/3600).":" : "").gmdate("i:s", $max_wait_time_wi)."</td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Total waiting time").":</td>";
|
|
$HTML_output.="<td>".$total_wait_time_fmt_wi." H</td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Average initial position").": $NWB#VERM_ANSWERED-all_calls_position_wi$NWE</td>";
|
|
$HTML_output.="<td>".$average_position_wi." H</td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Min initial position").":</td>";
|
|
$HTML_output.="<td>".$min_position_wi." H</td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Max initial position").":</td>";
|
|
$HTML_output.="<td>".$max_position_wi." H</td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
### Commented out 5/19/22 - not needed
|
|
### $HTML_output.="<tr>";
|
|
### $HTML_output.="<td>"._QXZ("Coverage").": $NWB#VERM_ANSWERED-all_calls_coverage_wi$NWE</td>";
|
|
### $HTML_output.="<td>".$coverage_wi."</td>";
|
|
### $HTML_output.="</tr>\n";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='2' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=all_calls_wi\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='2' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'all_calls_wi')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
|
|
$CSV_output["all_calls_wi"]="\""._QXZ("All calls fully within the given time interval")."\",\"\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("N. calls answered by operators").":\",\"$total_answered_calls_wi\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Average call length").":\",\"$average_call_length_wi s.\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Min call length").":\",\"".($min_call_length_wi>=3600 ? floor($min_call_length_wi/3600).":" : "").gmdate("i:s", $min_call_length_wi)."\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Max call length").":\",\"".($max_call_length_wi>=3600 ? floor($max_call_length_wi/3600).":" : "").gmdate("i:s", $max_call_length_wi)."\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Total call length").":\",\"".$total_call_length_fmt_wi." H\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Average call waiting time").":\",\"".$average_wait_time_wi." H\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Min waiting time").":\",\"".($min_wait_time_wi>=3600 ? floor($min_wait_time_wi/3600).":" : "").gmdate("i:s", $min_wait_time_wi)."\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Max waiting time").":\",\"".($max_wait_time_wi>=3600 ? floor($max_wait_time_wi/3600).":" : "").gmdate("i:s", $max_wait_time_wi)."\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Total waiting time").":\",\"".$total_wait_time_fmt_wi." H\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Average initial position").":\",\"".$average_position_wi."\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Min initial position").":\",\"".$min_position_wi."\"\n";
|
|
$CSV_output["all_calls_wi"].="\""._QXZ("Max initial position").":\",\"".$max_position_wi."\"\n";
|
|
|
|
### Commented out 5/19/22 - not needed
|
|
### $CSV_output["all_calls_wi"].="\""._QXZ("Coverage").":\",\"".$coverage_wi."\"\n";
|
|
######################
|
|
|
|
#### AGENTS IN CAMPAINS/INGROUPS ####
|
|
switch ($sort_agents_on_queue)
|
|
{
|
|
case "ncalls":
|
|
$ncalls_sort_value="ncalls desc";
|
|
$agent_sort_value="agent";
|
|
$ncalls_char="↑";
|
|
$agent_char="";
|
|
asort($agent_call_counts);
|
|
break;
|
|
case "ncalls desc":
|
|
$ncalls_sort_value="ncalls";
|
|
$agent_sort_value="agent";
|
|
$ncalls_char="↓";
|
|
$agent_char="";
|
|
arsort($agent_call_counts);
|
|
break;
|
|
case "agent":
|
|
$ncalls_sort_value="ncalls";
|
|
$agent_sort_value="agent desc";
|
|
$ncalls_char="";
|
|
$agent_char="↑";
|
|
ksort($agent_call_counts, SORT_NATURAL | SORT_FLAG_CASE);
|
|
break;
|
|
case "agent desc":
|
|
$ncalls_sort_value="ncalls";
|
|
$agent_sort_value="agent";
|
|
$ncalls_char="";
|
|
$agent_char="↓";
|
|
krsort($agent_call_counts, SORT_NATURAL | SORT_FLAG_CASE);
|
|
break;
|
|
default:
|
|
$ncalls_sort_value="ncalls";
|
|
$agent_sort_value="agent";
|
|
$ncalls_char="";
|
|
$agent_char="";
|
|
ksort($agent_call_counts, SORT_NATURAL | SORT_FLAG_CASE);
|
|
break;
|
|
}
|
|
if (preg_match('/ desc$/', $sort_agents_on_queue))
|
|
{
|
|
$sort_char="↓";
|
|
$reverse_link=preg_replace('/ desc$/', '', $sort_agents_on_queue);
|
|
}
|
|
else
|
|
{
|
|
$sort_char="↑";
|
|
$reverse_link=$sort_agents_on_queue." desc";
|
|
}
|
|
$sort_agents_on_queue_preg=preg_replace('/ desc$/', '', $sort_agents_on_queue);
|
|
|
|
$HTML_output.="<BR><h2 class='rpt_header' name='aoq_anchor' id='aoq_anchor'>"._QXZ("Agents in campaigns/ingroups").": $NWB#VERM_ANSWERED-agents_on_queue$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='0'>";
|
|
$HTML_output.="<tr><td width='60%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
|
|
# $HTML_output.="<th><a class='header_link' name='aoq_sort_agent' id='aoq_sort_agent' href='".$PHP_SELF."?sort_agents_on_queue=".$agent_sort_value."#aoq_sort_agent'>"._QXZ("Agent")." ".$agent_char."</a></th>";
|
|
# $HTML_output.="<th><a class='header_link' name='aoq_sort_ncalls' id='aoq_sort_ncalls' href='".$PHP_SELF."?sort_agents_on_queue=".$ncalls_sort_value."#aoq_sort_ncalls'>"._QXZ("N. Calls")." ".$ncalls_char."</a></th>";
|
|
|
|
$HTML_output.="<th><input type='button' class='sort_button' value='"._QXZ("Agent").("agent"==$sort_agents_on_queue_preg ? " $sort_char" : "")."' onClick=\"javascript:document.getElementById('sort_agents_on_queue').value='".("agent"==$sort_agents_on_queue_preg ? "$reverse_link" : "agent")."'; this.form.action+='#aoq_anchor'; this.form.submit()\"></th>\n";
|
|
$HTML_output.="<th><input type='button' class='sort_button' value='"._QXZ("N. Calls").("ncalls"==$sort_agents_on_queue_preg ? " $sort_char" : "")."' onClick=\"javascript:document.getElementById('sort_agents_on_queue').value='".("ncalls"==$sort_agents_on_queue_preg ? "$reverse_link" : "ncalls")."'; this.form.action+='#aoq_anchor'; this.form.submit()\"></th>\n";
|
|
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="<th>"._QXZ("Total call time")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Average call time")."</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["agents_on_queue"]="\""._QXZ("Agents on queue")."\"\n";
|
|
$CSV_output["agents_on_queue"].="\""._QXZ("Agent")."\",\""._QXZ("N. Calls")."\",\"\",\"...\",\""._QXZ("Total call time")."\",\""._QXZ("Average call time")."\"\n";
|
|
|
|
$highest_agent_call_count=max($agent_call_counts);
|
|
|
|
$agents_on_queue_graph_labels="[";
|
|
$agents_on_queue_graph_data="[";
|
|
$agents_on_queue_graph_bgcolor="["; # SAME FOR hoverBackgroundColor
|
|
$agents_on_queue_graph_hovborder="[";
|
|
$x=0;
|
|
foreach ($agent_call_counts as $agentName => $value)
|
|
{
|
|
$call_count_percent=sprintf("%.1f", (100*$value)/$total_answered_calls);
|
|
$agent_total_call_length=$agent_call_lengths["$agentName"];
|
|
$agent_total_call_length_fmt=($agent_total_call_length>=3600 ? floor($agent_total_call_length/3600).":" : "").gmdate("i:s", $agent_total_call_length);
|
|
$agent_avg_call_length=round($agent_total_call_length/$value);
|
|
$agent_avg_call_length_fmt=($agent_avg_call_length>=3600 ? floor($agent_avg_call_length/3600).":" : "").gmdate("i:s", $agent_avg_call_length);
|
|
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".$agentName."</td>";
|
|
$HTML_output.="<td>".$value."</td>";
|
|
$HTML_output.="<td>".$call_count_percent." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$value)/$highest_agent_call_count)."%'></td>";
|
|
$HTML_output.="<td>".$agent_total_call_length_fmt."</td>";
|
|
$HTML_output.="<td>".$agent_avg_call_length_fmt."</td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["agents_on_queue"].="\"".$agentName."\",\"".$value."\",\"".$call_count_percent." %\",\"\",\"".$agent_total_call_length_fmt."\",\"".$agent_avg_call_length_fmt."\"\n";
|
|
|
|
$agents_on_queue_graph_labels.="\"$agentName\",";
|
|
$agents_on_queue_graph_data.="\"$value\",";
|
|
$agents_on_queue_graph_bgcolor.="\"".$background_colors[$x]."\",";
|
|
$agents_on_queue_graph_hovborder.="\"".$border_colors[$x]."\",";
|
|
|
|
$x++;
|
|
}
|
|
$agents_on_queue_graph_labels=preg_replace('/,$/', '', $agents_on_queue_graph_labels)."]";
|
|
$agents_on_queue_graph_data=preg_replace('/,$/', '', $agents_on_queue_graph_data)."]";
|
|
$agents_on_queue_graph_bgcolor=preg_replace('/,$/', '', $agents_on_queue_graph_bgcolor)."]";
|
|
$agents_on_queue_graph_hovborder=preg_replace('/,$/', '', $agents_on_queue_graph_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='6' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=agents_on_queue&sort_agents_on_queue=".$sort_agents_on_queue."\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='6' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'agents_on_queue')\" title=\"Export as a CSV file\" value='CSV'><input type='hidden' name='sort_agents_on_queue' value='$sort_agents_on_queue'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div class=\"chart-container\" style=\"height:80vh; width:80vh\"><canvas id='agents_on_queue_display' role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
$HTML_output.="<input type='hidden' name='sort_agents_on_queue' id='sort_agents_on_queue' value='sort_agents_on_queue'>";
|
|
######################
|
|
|
|
#### SERVICE LEVEL ####
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Service Level Agreement (inbound calls only)").": $NWB#VERM_ANSWERED-SLA$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='0'>";
|
|
$HTML_output.="<tr><td width='60%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("Answer")."</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Delta")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Percent")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Of Offered")."</th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["service_level_agreement"]="\""._QXZ("Service Level Agreement (inbound calls only)")."\"\n";
|
|
$CSV_output["service_level_agreement"].="\""._QXZ("Answer")."\",\""._QXZ("N. Calls")."\",\""._QXZ("Delta")."\",\""._QXZ("Percent")."\",\""._QXZ("Of Offered")."\",\"...\"\n";
|
|
|
|
# $SLA_query is in VERM_global_vars.inc
|
|
$svc_lvl_stmt="select $SLA_query from vicidial_closer_log $vicidial_closer_log_SQL and (user!='VDCL')"; # and campaign_id in ($ingroup_str) and user in ('VDCL', $user_str)
|
|
$svc_lvl_rslt=mysqli_query($link, $svc_lvl_stmt);
|
|
if ($DB) {$HTML_output.="<B>$svc_lvl_stmt</B>";}
|
|
$svc_lvl_row=mysqli_fetch_assoc($svc_lvl_rslt);
|
|
#print_r($svc_lvl_row);
|
|
# {
|
|
# print "$interval - $sum\n";
|
|
# }
|
|
|
|
$service_level_agreement_graph_labels="[";
|
|
$service_level_agreement_graph_delta_data="[";
|
|
$service_level_agreement_graph_delta_bgcolor="["; # SAME FOR hoverBackgroundColor
|
|
$service_level_agreement_graph_delta_hovborder="[";
|
|
$service_level_agreement_graph_percent_data="[";
|
|
$service_level_agreement_graph_percent_bgcolor="["; # SAME FOR hoverBackgroundColor
|
|
$service_level_agreement_graph_percent_hovborder="[";
|
|
|
|
$x=0;
|
|
foreach($svc_lvl_row as $interval => $sum)
|
|
{
|
|
$int_name=ucwords(preg_replace("/_/", " ", $interval));
|
|
if ($prev_int) {$delta="+ ".($sum-$prev_int);} else {$delta=" ";}
|
|
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>$int_name seconds:</td>";
|
|
$HTML_output.="<td>".$sum."</td>";
|
|
$HTML_output.="<td align='right'><i>$delta</i> </td>";
|
|
$HTML_output.="<td align='right'>".sprintf("%.1f", MathZDC((100*$sum), $answered_inbound_calls))." %</td>";
|
|
$HTML_output.="<td align='right'>".sprintf("%.1f", MathZDC((100*$sum), $total_inbound_calls))." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".MathZDC((100*$sum), $answered_inbound_calls)."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["service_level_agreement"].="\"$int_name seconds:\",\"$sum\",\"$delta\",\"".sprintf("%.1f", MathZDC((100*$sum), $answered_inbound_calls))." %\",\"".sprintf("%.1f", MathZDC((100*$sum), $total_inbound_calls))." %\"\n";
|
|
|
|
$service_level_agreement_graph_labels.="\"$int_name\",";
|
|
$service_level_agreement_graph_delta_data.="\"".($prev_int ? ($sum-$prev_int) : "0")."\",";
|
|
$service_level_agreement_graph_delta_bgcolor.="\"#33CCCC\",";
|
|
$service_level_agreement_graph_delta_hovborder.="\"#66FFFF\",";
|
|
$service_level_agreement_graph_percent_data.="\"".sprintf("%.1f", MathZDC((100*$sum), $answered_inbound_calls))."\",";
|
|
$service_level_agreement_graph_percent_bgcolor.="\"#FFCC66\",";
|
|
$service_level_agreement_graph_percent_hovborder.="\"#FFFF99\",";
|
|
|
|
$prev_int=$sum;
|
|
$x++;
|
|
}
|
|
|
|
$service_level_agreement_graph_labels=preg_replace('/,$/', '', $service_level_agreement_graph_labels)."]";
|
|
$service_level_agreement_graph_delta_data=preg_replace('/,$/', '', $service_level_agreement_graph_delta_data)."]";
|
|
$service_level_agreement_graph_delta_bgcolor=preg_replace('/,$/', '', $service_level_agreement_graph_delta_bgcolor)."]";
|
|
$service_level_agreement_graph_delta_hovborder=preg_replace('/,$/', '', $service_level_agreement_graph_delta_hovborder)."]";
|
|
$service_level_agreement_graph_percent_data=preg_replace('/,$/', '', $service_level_agreement_graph_percent_data)."]";
|
|
$service_level_agreement_graph_percent_bgcolor=preg_replace('/,$/', '', $service_level_agreement_graph_percent_bgcolor)."]";
|
|
$service_level_agreement_graph_percent_hovborder=preg_replace('/,$/', '', $service_level_agreement_graph_percent_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='6'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=service_level_agreement\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='2' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'service_level_agreement')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div class=\"chart-container\" style=\"height:80vh; width:80vh\"><canvas id='service_level_agreement_display' role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
######################
|
|
|
|
#### DISCONNECTIONS ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Disconnection causes").": $NWB#VERM_ANSWERED-disconnections$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='5'>";
|
|
$HTML_output.="<tr><td width='60%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("Cause")."</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["disconnection_causes"]="\""._QXZ("Disconnection causes").":\"\n";
|
|
$CSV_output["disconnection_causes"].="\""._QXZ("Cause")."\",\""._QXZ("N. Calls")."\",\"\",\"...\"\n";
|
|
|
|
$disconnection_causes_graph_labels="[";
|
|
$disconnection_causes_graph_data="[";
|
|
$disconnection_causes_graph_bgcolor="["; # SAME FOR hoverBackgroundColor
|
|
$disconnection_causes_graph_hovborder="[";
|
|
|
|
$max_term_reason=max($term_reasons);
|
|
$x=0;
|
|
foreach ($term_reasons as $reason => $value)
|
|
{
|
|
$term_reason_pct=sprintf("%.1f", (100*$value)/$total_answered_calls);
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td class='rpt_cell'>".$reason."</td>";
|
|
$HTML_output.="<td class='rpt_cell'>".$value."</td>";
|
|
$HTML_output.="<td class='rpt_cell'>".$term_reason_pct." %</td>";
|
|
$HTML_output.="<td class='rpt_cell' width='200'><img src='images/shade-histo.gif' height='10' width='".(100*($value/$max_term_reason))."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["disconnection_causes"].="\"".$reason."\",\"".$value."\",\"".$term_reason_pct." %\"\n";
|
|
|
|
$disconnection_causes_graph_labels.="\"$reason\",";
|
|
$disconnection_causes_graph_data.="\"$value\",";
|
|
$disconnection_causes_graph_bgcolor.="\"".$background_colors[$x]."\",";
|
|
$disconnection_causes_graph_hovborder.="\"".$border_colors[$x]."\",";
|
|
|
|
$x++;
|
|
}
|
|
$disconnection_causes_graph_labels=preg_replace('/,$/', '', $disconnection_causes_graph_labels)."]";
|
|
$disconnection_causes_graph_data=preg_replace('/,$/', '', $disconnection_causes_graph_data)."]";
|
|
$disconnection_causes_graph_bgcolor=preg_replace('/,$/', '', $disconnection_causes_graph_bgcolor)."]";
|
|
$disconnection_causes_graph_hovborder=preg_replace('/,$/', '', $disconnection_causes_graph_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='4'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=disconnection_causes\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='4' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'disconnection_causes')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div class=\"chart-container\" style=\"height:50vh; width:50vh\"><canvas id='disconnection_causes_display' role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
######################
|
|
|
|
#### TRANSFERS ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Transfers").": $NWB#VERM_ANSWERED-transfers$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("Transfer to").":</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["transfers"]="\""._QXZ("Transfers").":\"\n";
|
|
$CSV_output["transfers"].="\""._QXZ("Transfer to").":\",\""._QXZ("N. Calls")."\",\"\",\"...\"\n";
|
|
|
|
$transferred_counts=array();
|
|
$total_transfers=0;
|
|
$xfer_stmt="select campaign_id, count(*) from vicidial_xfer_log $vicidial_xfer_log_SQL group by campaign_id order by campaign_id";
|
|
# print $xfer_stmt."<BR>";
|
|
$xfer_rslt=mysql_to_mysqli($xfer_stmt, $link);
|
|
while ($xfer_row=mysqli_fetch_row($xfer_rslt))
|
|
{
|
|
$transferred_counts["$xfer_row[0]"]+=$xfer_row[1];
|
|
$total_transfers+=$xfer_row[1];
|
|
}
|
|
# print_r($transferred_counts);
|
|
|
|
$max_xfer_count=max($transferred_counts);
|
|
$x=0;
|
|
foreach ($transferred_counts as $reason => $value)
|
|
{
|
|
$xfer_pct=sprintf("%.1f", (100*$value)/$total_transfers); # $total_answered_calls
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".$reason."</td>";
|
|
$HTML_output.="<td>".$value."</td>";
|
|
$HTML_output.="<td>".$xfer_pct." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".(100*($value/$max_xfer_count))."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["transfers"].="\"".$reason."\",\"".$value."\",\"".$xfer_pct." %\"\n";
|
|
|
|
$x++;
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='4'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=transfers\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='4' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'transfers')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
######################
|
|
|
|
#### ANSWERED CALLS BY CAMPAIGN/INGROUP ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Answered calls, by campaign/ingroup").": $NWB#VERM_ANSWERED-calls_by_queue$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='5'>";
|
|
$HTML_output.="<tr><td width='60%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>"._QXZ("Campaign/ingroup")."</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["answered_calls_by_queue"]="\""._QXZ("Answered calls, by queue").":\"\n";
|
|
$CSV_output["answered_calls_by_queue"].="\"\",\""._QXZ("Campaign/ingroup")."\",\""._QXZ("N. Calls")."\",\"\",\"...\"\n";
|
|
|
|
$answered_calls_by_queue_graph_labels="[";
|
|
$answered_calls_by_queue_graph_data="[";
|
|
$answered_calls_by_queue_graph_bgcolor="["; # SAME FOR hoverBackgroundColor
|
|
$answered_calls_by_queue_graph_hovborder="[";
|
|
|
|
$max_queue_count=max($queue_stats);
|
|
ksort($queue_stats);
|
|
$x=0;
|
|
foreach ($queue_stats as $queue => $value)
|
|
{
|
|
$queue_pct=sprintf("%.1f", (100*$value)/$total_answered_calls);
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".($SOME_IMAGE_GOES_HERE)."</td>";
|
|
$HTML_output.="<td>".$queue_names["$queue"]."</td>";
|
|
$HTML_output.="<td>".$value."</td>";
|
|
$HTML_output.="<td>".$queue_pct." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".(100*($value/$max_queue_count))."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$CSV_output["answered_calls_by_queue"].="\"\",\"".$queue_names["$queue"]."\",\"".$value."\",\"".$queue_pct." %\",\"\"\n";
|
|
|
|
$answered_calls_by_queue_graph_labels.="\"".$queue_names["$queue"]."\",";
|
|
$answered_calls_by_queue_graph_data.="\"$value\",";
|
|
$answered_calls_by_queue_graph_bgcolor.="\"".$background_colors[$x]."\",";
|
|
$answered_calls_by_queue_graph_hovborder.="\"".$border_colors[$x]."\",";
|
|
|
|
$x++;
|
|
}
|
|
$answered_calls_by_queue_graph_labels=preg_replace('/,$/', '', $answered_calls_by_queue_graph_labels)."]";
|
|
$answered_calls_by_queue_graph_data=preg_replace('/,$/', '', $answered_calls_by_queue_graph_data)."]";
|
|
$answered_calls_by_queue_graph_bgcolor=preg_replace('/,$/', '', $answered_calls_by_queue_graph_bgcolor)."]";
|
|
$answered_calls_by_queue_graph_hovborder=preg_replace('/,$/', '', $answered_calls_by_queue_graph_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='5'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=answered_calls_by_queue\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='5' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'answered_calls_by_queue')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div class=\"chart-container\" style=\"height:40vh; width:60vh\"><canvas id='answered_calls_by_queue_display' role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
#####################
|
|
|
|
#### ANSWERED CALLS BY DIRECTION ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Answered calls, by direction").": $NWB#VERM_ANSWERED-calls_by_direction$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='5'>";
|
|
$HTML_output.="<tr><td width='60%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>"._QXZ("Direction")."</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["answered_calls_by_direction"]="\""._QXZ("Answered calls, by direction").":\"\n";
|
|
$CSV_output["answered_calls_by_direction"].="\"\",\""._QXZ("Direction")."\",\""._QXZ("N. Calls")."\",\"\",\"...\"\n";
|
|
|
|
$answered_calls_by_direction_graph_labels="[";
|
|
$answered_calls_by_direction_graph_data="[";
|
|
$answered_calls_by_direction_graph_bgcolor="["; # SAME FOR hoverBackgroundColor
|
|
$answered_calls_by_direction_graph_hovborder="[";
|
|
|
|
$max_call_direction=max($call_directions);
|
|
ksort($call_directions);
|
|
$call_directions["Any calls"]=0;
|
|
$x=0;
|
|
foreach ($call_directions as $direction => $value)
|
|
{
|
|
$direction_pct=sprintf("%.1f", MathZDC((100*$value), $total_answered_calls));
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".($SOME_IMAGE_GOES_HERE)."</td>";
|
|
$HTML_output.="<td>".$direction."</td>";
|
|
$HTML_output.="<td>".$value."</td>";
|
|
$HTML_output.="<td>".$direction_pct." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".(100*MathZDC($value, $max_call_direction))."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["answered_calls_by_direction"].="\"\",\"".$direction."\",\"".$value."\",\"".$direction_pct." %\",\"\"\n";
|
|
|
|
$answered_calls_by_direction_graph_labels.="\"".$direction."\",";
|
|
$answered_calls_by_direction_graph_data.="\"$value\",";
|
|
$answered_calls_by_direction_graph_bgcolor.="\"".$background_colors[$x]."\",";
|
|
$answered_calls_by_direction_graph_hovborder.="\"".$border_colors[$x]."\",";
|
|
|
|
$x++;
|
|
}
|
|
$answered_calls_by_direction_graph_labels=preg_replace('/,$/', '', $answered_calls_by_direction_graph_labels)."]";
|
|
$answered_calls_by_direction_graph_data=preg_replace('/,$/', '', $answered_calls_by_direction_graph_data)."]";
|
|
$answered_calls_by_direction_graph_bgcolor=preg_replace('/,$/', '', $answered_calls_by_direction_graph_bgcolor)."]";
|
|
$answered_calls_by_direction_graph_hovborder=preg_replace('/,$/', '', $answered_calls_by_direction_graph_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='5'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=answered_calls_by_direction\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='5' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'answered_calls_by_direction')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div class=\"chart-container\" style=\"height:40vh; width:40vh\"><canvas id='answered_calls_by_direction_display' role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
#####################
|
|
|
|
/*
|
|
#### ANSWERED CALLS BY STINTS ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Answered calls, by stints").":</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("Number of stints")."</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["answered_calls_by_stints"]="\""._QXZ("Answered calls, by stints").":\"\n";
|
|
$CSV_output["answered_calls_by_stints"].="\""._QXZ("Number of stints")."\",\""._QXZ("N. Calls")."\",\"\",\"...\"\n";
|
|
|
|
$max_call_stint=max($call_stints);
|
|
$x=0;
|
|
foreach ($call_stints as $stint => $value)
|
|
{
|
|
$stint_pct=sprintf("%.1f", (100*$value)/$total_answered_calls);
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".$stint."</td>";
|
|
$HTML_output.="<td>".$value."</td>";
|
|
$HTML_output.="<td>".$stint_pct." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".(100*($value/$max_call_stint))."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["answered_calls_by_stints"].="\"".$stint."\",\"".$value."\",\"".$stint_pct." %\",\"\"\n";
|
|
|
|
$x++;
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='4'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=answered_calls_by_stints\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
#####################
|
|
*/
|
|
|
|
#### ANSWERED CALLS BY POSITION ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Queue position").": $NWB#VERM_ANSWERED-queue_position$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='5'>";
|
|
$HTML_output.="<tr><td width='70%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("Position at enter").":</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["queue_position"]="\""._QXZ("Queue position").":\"\n";
|
|
$CSV_output["queue_position"].="\""._QXZ("Position at enter").":\",\""._QXZ("N. Calls")."\",\"\",\"...\"\n";
|
|
|
|
$queue_position_graph_labels="[";
|
|
$queue_position_graph_data="[";
|
|
$queue_position_graph_bgcolor="["; # SAME FOR hoverBackgroundColor
|
|
$queue_position_graph_hovborder="[";
|
|
|
|
$max_queue_count=max($queue_positions);
|
|
$x=0;
|
|
foreach ($queue_positions as $position => $value)
|
|
{
|
|
$position_pct=sprintf("%.1f", MathZDC((100*$value), $total_answered_calls));
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".$position."</td>";
|
|
$HTML_output.="<td>".$value."</td>";
|
|
$HTML_output.="<td>".$position_pct." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".(100*MathZDC($value, $max_queue_count))."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["queue_position"].="\"".$position."\",\"".$value."\",\"".$position_pct." %\",\"\"\n";
|
|
|
|
$queue_position_graph_labels.="\"".$position."\",";
|
|
$queue_position_graph_data.="\"$value\",";
|
|
$queue_position_graph_bgcolor.="\"".$background_colors[$x]."\",";
|
|
$queue_position_graph_hovborder.="\"".$border_colors[$x]."\",";
|
|
|
|
$x++;
|
|
}
|
|
$queue_position_graph_labels=preg_replace('/,$/', '', $queue_position_graph_labels)."]";
|
|
$queue_position_graph_data=preg_replace('/,$/', '', $queue_position_graph_data)."]";
|
|
$queue_position_graph_bgcolor=preg_replace('/,$/', '', $queue_position_graph_bgcolor)."]";
|
|
$queue_position_graph_hovborder=preg_replace('/,$/', '', $queue_position_graph_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='4'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=queue_position\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='4' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'queue_position')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div style=\"height:20px; width:300px\"><canvas id='queue_position_display' style=\"height:200px; width:300px\" role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
#####################
|
|
|
|
##### IVR STATS #####
|
|
$ivr_stmt="select uniqueid,extension,start_time,comment_a,comment_b,comment_d,UNIX_TIMESTAMP(start_time),phone_ext from live_inbound_log $live_inbound_log_SQL and comment_a IN('CALLMENU') order by uniqueid,start_time";
|
|
if ($DB) {$HTML_output.="<B>$ivr_stmt</B>";}
|
|
$ivr_rslt=mysql_to_mysqli($ivr_stmt, $link);
|
|
$ivr_paths=array(); # 0 - total calls, 1 - total time, 2 - min time, 3 - max time
|
|
$ivr_counts=array();
|
|
$untracked_calls=$total_answered_calls;
|
|
while ($ivr_row=mysqli_fetch_array($ivr_rslt))
|
|
{
|
|
$uniqueid=$ivr_row[0];
|
|
|
|
if (in_array($uniqueid, $uniqueid_array))
|
|
{
|
|
if (!$prev_id)
|
|
{
|
|
$prev_id=$uniqueid;
|
|
$ivr_start_time=$ivr_row[6];
|
|
}
|
|
|
|
if ($uniqueid!=$prev_id)
|
|
{
|
|
$ivr_call_time=$ivr_end_time-$ivr_start_time;
|
|
$untracked_calls--;
|
|
# print "$prev_id --> $ivr_path: $ivr_end_time - $ivr_start_time = $ivr_call_time\n";
|
|
|
|
if (!array_key_exists("$ivr_path", $ivr_paths))
|
|
{
|
|
$ivr_paths["$ivr_path"][0]=0;
|
|
$ivr_paths["$ivr_path"][1]=0;
|
|
$ivr_paths["$ivr_path"][2]=10000000;
|
|
$ivr_paths["$ivr_path"][3]=0;
|
|
}
|
|
|
|
# if ($tracked>0)
|
|
# {
|
|
$ivr_counts["$ivr_path"]++;
|
|
$ivr_paths["$ivr_path"][0]++;
|
|
$ivr_paths["$ivr_path"][1]+=$ivr_call_time;
|
|
if ($ivr_paths["$ivr_path"][2]>$ivr_call_time) {$ivr_paths["$ivr_path"][2]=$ivr_call_time;}
|
|
if ($ivr_paths["$ivr_path"][3]<$ivr_call_time) {$ivr_paths["$ivr_path"][3]=$ivr_call_time;}
|
|
# }
|
|
# else
|
|
# {
|
|
# $ivr_paths["Untracked"][0]++;
|
|
# }
|
|
$tracked=0;
|
|
$ivr_path="";
|
|
$ivr_start_time=$ivr_row[6];
|
|
}
|
|
else
|
|
{
|
|
$tracked++;
|
|
}
|
|
|
|
$ivr_path.=$ivr_row[4];
|
|
$ivr_end_time=$ivr_row[6];
|
|
$prev_id=$uniqueid;
|
|
}
|
|
|
|
}
|
|
|
|
if ($ivr_path!="")
|
|
{
|
|
$untracked_calls--;
|
|
$ivr_counts["$ivr_path"]++;
|
|
$ivr_paths["$ivr_path"][0]++;
|
|
$ivr_call_time=$ivr_end_time-$ivr_start_time;
|
|
$ivr_paths["$ivr_path"][1]+=$ivr_call_time;
|
|
$ivr_paths["$ivr_path"][2]+=0;
|
|
$ivr_paths["$ivr_path"][3]+=0;
|
|
if ($ivr_paths["$ivr_path"][2]>$ivr_call_time || $ivr_call_time=0) {$ivr_paths["$ivr_path"][2]=$ivr_call_time;}
|
|
if ($ivr_paths["$ivr_path"][3]<$ivr_call_time) {$ivr_paths["$ivr_path"][3]=$ivr_call_time;}
|
|
}
|
|
|
|
$max_ivr_count=max($ivr_counts);
|
|
if ($max_ivr_count<$untracked_calls) {$max_ivr_count=$untracked_calls;}
|
|
$untracked_ivr_pct=sprintf("%.1f", MathZDC((100*$untracked_calls), $total_answered_calls));
|
|
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("IVR selection").": $NWB#VERM_ANSWERED-ivr_selection$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='5'>";
|
|
$HTML_output.="<tr><td width='70%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("IVR")."</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="<th>"._QXZ("Total Duration")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Average Duration")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Min Duration")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Max Duration")."</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Untracked")."</td>";
|
|
$HTML_output.="<td>$untracked_calls</td>";
|
|
$HTML_output.="<td>".$untracked_ivr_pct." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".(100*MathZDC($untracked_calls, $total_answered_calls))."%'></td>";
|
|
$HTML_output.="<td> </td>";
|
|
$HTML_output.="<td> </td>";
|
|
$HTML_output.="<td> </td>";
|
|
$HTML_output.="<td> </td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$ivr_selection_graph_labels="[\""._QXZ("Untracked")."\",";
|
|
$ivr_selection_graph_data="[\"$untracked_calls\",";
|
|
$ivr_selection_graph_bgcolor="[\"".$background_colors[0]."\","; # SAME FOR hoverBackgroundColor
|
|
$ivr_selection_graph_hovborder="[\"".$border_colors[0]."\",";
|
|
|
|
$CSV_output["ivr_selection"]="\""._QXZ("IVR selection").":\"\n";
|
|
$CSV_output["ivr_selection"].="\""._QXZ("IVR")."\",\""._QXZ("N. Calls")."\",\"\",\"\",\""._QXZ("Total Duration")."\",\""._QXZ("Average Duration")."\",\""._QXZ("Min Duration")."\",\""._QXZ("Max Duration")."\"\n";
|
|
$CSV_output["ivr_selection"].="\""._QXZ("Untracked")."\",\"$untracked_calls\",\"".$untracked_ivr_pct." %\",\"\",\"\",\"\",\"\",\"\"\n";
|
|
|
|
ksort($ivr_paths);
|
|
$x=1;
|
|
foreach ($ivr_paths as $pathname => $value)
|
|
{
|
|
$ivr_pct=sprintf("%.1f", (100*$value[0])/$total_answered_calls);
|
|
$total_duration=($value[1]>=3600 ? floor($value[1]/3600).":" : "").gmdate("i:s", $value[1]);
|
|
$avg_call_length=round($value[1]/$value[0]);
|
|
$average_duration=($avg_call_length>=3600 ? floor($avg_call_length/3600).":" : "").gmdate("i:s", $avg_call_length);
|
|
$min_duration=($value[2]>=3600 ? floor($value[2]/3600).":" : "").gmdate("i:s", $value[2]);
|
|
$max_duration=($value[3]>=3600 ? floor($value[3]/3600).":" : "").gmdate("i:s", $value[3]);
|
|
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".$pathname."</td>";
|
|
$HTML_output.="<td>".$value[0]."</td>";
|
|
$HTML_output.="<td>".$ivr_pct." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".(100*($value[0]/$total_answered_calls))."%'></td>";
|
|
$HTML_output.="<td>".$total_duration."</td>";
|
|
$HTML_output.="<td>".$average_duration."</td>";
|
|
$HTML_output.="<td>".$min_duration."</td>";
|
|
$HTML_output.="<td>".$max_duration."</td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["ivr_selection"].="\"".$pathname."\",\"".$value[0]."\",\"".$ivr_pct." %\",\"\",\"".$total_duration."\",\"".$average_duration."\",\"".$min_duration."\",\"".$max_duration."\"\n";
|
|
|
|
$ivr_selection_graph_labels.="\"".$pathname."\",";
|
|
$ivr_selection_graph_data.="\"$value[0]\",";
|
|
$ivr_selection_graph_bgcolor.="\"".$background_colors[$x]."\",";
|
|
$ivr_selection_graph_hovborder.="\"".$border_colors[$x]."\",";
|
|
|
|
$x++;
|
|
}
|
|
$ivr_selection_graph_labels=preg_replace('/,$/', '', $ivr_selection_graph_labels)."]";
|
|
$ivr_selection_graph_data=preg_replace('/,$/', '', $ivr_selection_graph_data)."]";
|
|
$ivr_selection_graph_bgcolor=preg_replace('/,$/', '', $ivr_selection_graph_bgcolor)."]";
|
|
$ivr_selection_graph_hovborder=preg_replace('/,$/', '', $ivr_selection_graph_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='8'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=ivr_selection\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='8' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'ivr_selection')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div class=\"chart-container\" style=\"height:60vh; width:30vw\"><canvas id='ivr_selection_display' style=\"height:60vh; width:30vw\" role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
#####################
|
|
|
|
###### Inbound DID used #####
|
|
$did_stmt="select extension,uniqueid from vicidial_did_log where call_date>='$start_date $start_time' and call_date<='$end_date $end_time' order by extension";
|
|
$did_rslt=mysql_to_mysqli($did_stmt, $link);
|
|
if ($DB) {$HTML_output.="<B>$did_stmt</B>";}
|
|
$did_counts=array(); # 0 - total calls, 1 - total time, 2 - min time, 3 - max time
|
|
# $did_counts["Untracked"]=$untracked_calls2
|
|
$untracked_did_calls=$total_answered_calls;
|
|
while ($did_row=mysqli_fetch_array($did_rslt))
|
|
{
|
|
if(in_array($did_row["uniqueid"], $uniqueid_array))
|
|
{
|
|
$did_counts["$did_row[extension]"]++;
|
|
$untracked_did_calls--;
|
|
}
|
|
}
|
|
$max_did=max($did_counts);
|
|
if ($max_did<$untracked_did_calls) {$max_did=$untracked_did_calls;}
|
|
|
|
$untracked_did_pct=sprintf("%.1f", MathZDC((100*$untracked_did_calls), $total_answered_calls));
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Inbound DID used").":</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table border='0' cellpadding='0' cellspacing='5'>";
|
|
$HTML_output.="<tr><td width='60%'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("DID").": $NWB#VERM_ANSWERED-did_used$NWE</th>";
|
|
$HTML_output.="<th>"._QXZ("N. Calls")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>"._QXZ("Untracked")."</td>";
|
|
$HTML_output.="<td>$untracked_did_calls</td>";
|
|
$HTML_output.="<td>$untracked_did_pct %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".$untracked_did_pct."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["did_used"]="\""._QXZ("Inbound DID used").":\"\n";
|
|
$CSV_output["did_used"].="\""._QXZ("DID").":\",\""._QXZ("N. Calls")."\",\"\",\"\"\n";
|
|
$CSV_output["did_used"].="\""._QXZ("Untracked")."\",\"$untracked_did_calls\",\"".$untracked_did_pct." %\",\"\",\"\"\n";
|
|
|
|
$did_used_graph_labels="[\""._QXZ("Untracked")."\",";
|
|
$did_used_graph_data="[\"$untracked_did_calls\",";
|
|
$did_used_graph_bgcolor="[\"".$background_colors[0]."\","; # SAME FOR hoverBackgroundColor
|
|
$did_used_graph_hovborder="[\"".$border_colors[0]."\",";
|
|
|
|
|
|
ksort($did_counts);
|
|
$x=1;
|
|
foreach ($did_counts as $did => $value)
|
|
{
|
|
$did_pct=sprintf("%.1f", (100*$value)/$total_answered_calls);
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".$did." - ".$did_pattern_info["$did"]."</td>";
|
|
$HTML_output.="<td>$value</td>";
|
|
$HTML_output.="<td>$did_pct %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".$did_pct."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["did_used"].="\"".$did." - ".$did_pattern_info["$did"]."\",\"$value\",\"".$did_pct." %\",\"\"\n";
|
|
|
|
$did_used_graph_labels.="\"".$did." - ".$did_pattern_info["$did"]."\",";
|
|
$did_used_graph_data.="\"$value\",";
|
|
$did_used_graph_bgcolor.="\"".$background_colors[$x]."\",";
|
|
$did_used_graph_hovborder.="\"".$border_colors[$x]."\",";
|
|
|
|
$x++;
|
|
}
|
|
$did_used_graph_labels=preg_replace('/,$/', '', $did_used_graph_labels)."]";
|
|
$did_used_graph_data=preg_replace('/,$/', '', $did_used_graph_data)."]";
|
|
$did_used_graph_bgcolor=preg_replace('/,$/', '', $did_used_graph_bgcolor)."]";
|
|
$did_used_graph_hovborder=preg_replace('/,$/', '', $did_used_graph_hovborder)."]";
|
|
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='4'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=did_used\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td colspan='4' class='export_row_cell'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'did_used')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>";
|
|
$HTML_output.="</td><td width='*' align='center' valign='top'>";
|
|
$HTML_output.="<div class=\"chart-container\" style=\"height:40vh; width:40vw\"><canvas id='did_used_display' style=\"height:40vh; width:40vw\" role=\"img\"> </canvas></div>";
|
|
$HTML_output.="</td></tr></table>";
|
|
######################
|
|
|
|
#### MUSIC ON HOLD ####
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Parked Calls by Agent").": $NWB#VERM_ANSWERED-parked_calls_by_agent$NWE</h2>";
|
|
$HTML_output.="<hr style='height:2px;border-width:0;color:#ddd;background-color:#ddd;margin-bottom: 2em;'>";
|
|
$HTML_output.="<table width='100%' id='rpt_table'>";
|
|
$HTML_output.="<tr class='standard_font bold'>";
|
|
$HTML_output.="<th>"._QXZ("Agent")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Total Parks")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Parks per Call")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Total Duration")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Average Duration")."</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["moh_agent"]="\""._QXZ("Music-on-Hold by Agent").":\"\n";
|
|
$CSV_output["moh_agent"].="\""._QXZ("Agent")."\",\""._QXZ("Total Parks")."\",\""._QXZ("Parks per Call")."\",\""._QXZ("Total Duration")."\",\""._QXZ("Average Duration")."\"\n";
|
|
|
|
$parked_counts=array();
|
|
$total_parks=0;
|
|
$park_stmt="select user, sum(parked_sec), count(*) from park_log $park_log_SQL group by user order by user";
|
|
$park_rslt=mysql_to_mysqli($park_stmt, $link);
|
|
while ($park_row=mysqli_fetch_row($park_rslt))
|
|
{
|
|
$parked_counts["$park_row[0]"][0]=$park_row[2];
|
|
$parked_counts["$park_row[0]"][1]=$park_row[1];
|
|
$total_parks+=$park_row[2];
|
|
}
|
|
|
|
$x=0;
|
|
foreach ($parked_counts as $agent => $value)
|
|
{
|
|
$agentName=($show_full_agent_info ? "$agent - ".$fullname_info["$agent"] : $fullname_info["$agent"]);
|
|
|
|
$parks_per_call=sprintf("%.1f", MathZDC($value[0], $agent_call_counts["$agent"]));
|
|
$average_duration=sprintf("%.1f", MathZDC($value[1], $value[0])); # Use $agent_call_counts["$agent"] if want average duration per CALL, not PARK.
|
|
$HTML_output.="<tr class='standard_font rpt_background_".($x%2)."'>";
|
|
$HTML_output.="<td>".$agentName."</td>";
|
|
$HTML_output.="<td>".$value[0]."</td>";
|
|
$HTML_output.="<td>".$parks_per_call."</td>";
|
|
$HTML_output.="<td>".($value[1]>=3600 ? floor($value[1]/3600).":" : "").gmdate("i:s", $value[1])."</td>";
|
|
$HTML_output.="<td>".$average_duration."</td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["moh_agent"].="\"".$agentName."\",\"".$value[0]."\",\"".$parks_per_call."\",\"".($value[1]>=3600 ? floor($value[1]/3600).":" : "").gmdate("i:s", $value[1])."\",\"".$average_duration." s\"\n";
|
|
|
|
$x++;
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td class='export_row_cell' colspan='5'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=moh_agent\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='5'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('ANSWERED', 'moh_agent')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
$HTML_output.="</table>\n";
|
|
#####################
|
|
|
|
if ($download_rpt)
|
|
{
|
|
$data_to_download=$CSV_output["$download_rpt"];
|
|
|
|
$FILE_TIME = date("Ymd-His");
|
|
$CSVfilename = "ANSWERS_RPT_".$download_rpt."_".$FILE_TIME.".csv";
|
|
header('Content-type: application/octet-stream');
|
|
|
|
header("Content-Disposition: attachment; filename=\"$CSVfilename\"");
|
|
header('Expires: 0');
|
|
header('Cache-Control: must-revalidate, post-check=0, pre-check=0');
|
|
header('Pragma: public');
|
|
ob_clean();
|
|
flush();
|
|
|
|
echo "$data_to_download";
|
|
|
|
if ($db_source == 'S')
|
|
{
|
|
mysqli_close($link);
|
|
$use_slave_server=0;
|
|
$db_source = 'M';
|
|
require("dbconnect_mysqli.php");
|
|
}
|
|
|
|
$endMS = microtime();
|
|
$startMSary = explode(" ",$startMS);
|
|
$endMSary = explode(" ",$endMS);
|
|
$runS = ($endMSary[0] - $startMSary[0]);
|
|
$runM = ($endMSary[1] - $startMSary[1]);
|
|
$TOTALrun = ($runS + $runM);
|
|
|
|
# $stmt="UPDATE vicidial_report_log set run_time='$TOTALrun' where report_log_id='$report_log_id';";
|
|
# if ($DB) {echo "|$stmt|\n";}
|
|
# $rslt=mysql_to_mysqli($stmt, $link);
|
|
|
|
exit;
|
|
|
|
}
|
|
|
|
echo $HTML_output;
|
|
|
|
?>
|
|
<script language='Javascript'>
|
|
var agents_on_queue_data = {
|
|
labels: <?php echo $agents_on_queue_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
label: "",
|
|
fill: false,
|
|
data: <?php echo $agents_on_queue_graph_data; ?>,
|
|
backgroundColor: <?php echo $agents_on_queue_graph_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $agents_on_queue_graph_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $agents_on_queue_graph_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,230,230,0.5)",
|
|
borderColor: "rgba(255,255,255,0.8)",
|
|
}
|
|
]
|
|
}
|
|
var agents_on_queue_canvas = document.getElementById("agents_on_queue_display");
|
|
var agents_on_queue_graph = new Chart(agents_on_queue_canvas, {type: 'pie', options: { plugins: {legend: { position: 'right', maxHeight:900, labels: {font:{size:10}} }}},
|
|
data: agents_on_queue_data});
|
|
|
|
var service_level_agreement_data = {
|
|
labels: <?php echo $service_level_agreement_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
type: 'bar',
|
|
label: "Delta",
|
|
fill: false,
|
|
data: <?php echo $service_level_agreement_graph_delta_data; ?>,
|
|
backgroundColor: <?php echo $service_level_agreement_graph_delta_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $service_level_agreement_graph_delta_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $service_level_agreement_graph_delta_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
order: 1
|
|
},
|
|
{
|
|
type: 'line',
|
|
label: "Percent",
|
|
fill: true,
|
|
data: <?php echo $service_level_agreement_graph_percent_data; ?>,
|
|
backgroundColor: "rgba(255,204,102,0.5)",
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,204,102,0.5)",
|
|
borderColor: "rgba(255,204,102,0.8)",
|
|
pointBorderColor: "rgba(255,255,153,1)",
|
|
pointBackgroundColor: "#FF9",
|
|
pointHoverBackgroundColor: "rgba(255,255,153,0.75)",
|
|
pointHoverBorderColor: "rgba(255,255,153,1)",
|
|
order: 2
|
|
}
|
|
]
|
|
}
|
|
var service_level_agreement_canvas = document.getElementById("service_level_agreement_display");
|
|
var service_level_agreement_graph = new Chart(service_level_agreement_canvas, {options: { plugins: {legend: { position: 'right' }}},
|
|
data: service_level_agreement_data});
|
|
|
|
|
|
var disconnection_causes_data = {
|
|
labels: <?php echo $disconnection_causes_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
label: "",
|
|
fill: false,
|
|
data: <?php echo $disconnection_causes_graph_data; ?>,
|
|
backgroundColor: <?php echo $disconnection_causes_graph_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $disconnection_causes_graph_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $disconnection_causes_graph_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,230,230,0.5)",
|
|
borderColor: "rgba(255,255,255,0.8)",
|
|
}
|
|
]
|
|
}
|
|
var disconnection_causes_canvas = document.getElementById("disconnection_causes_display");
|
|
var disconnection_causes_graph = new Chart(disconnection_causes_canvas, {type: 'pie', options: { plugins: {legend: { position: 'right' }}},
|
|
data: disconnection_causes_data});
|
|
|
|
var answered_calls_by_queue_data = {
|
|
labels: <?php echo $answered_calls_by_queue_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
label: "",
|
|
fill: false,
|
|
data: <?php echo $answered_calls_by_queue_graph_data; ?>,
|
|
backgroundColor: <?php echo $answered_calls_by_queue_graph_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $answered_calls_by_queue_graph_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $answered_calls_by_queue_graph_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,230,230,0.5)",
|
|
borderColor: "rgba(255,255,255,0.8)",
|
|
}
|
|
]
|
|
}
|
|
var answered_calls_by_queue_canvas = document.getElementById("answered_calls_by_queue_display");
|
|
var answered_calls_by_queue_graph = new Chart(answered_calls_by_queue_canvas, {type: 'pie', options: { plugins: {legend: { position: 'right' }}},
|
|
data: answered_calls_by_queue_data});
|
|
|
|
var answered_calls_by_direction_data = {
|
|
labels: <?php echo $answered_calls_by_direction_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
label: "",
|
|
fill: false,
|
|
data: <?php echo $answered_calls_by_direction_graph_data; ?>,
|
|
backgroundColor: <?php echo $answered_calls_by_direction_graph_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $answered_calls_by_direction_graph_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $answered_calls_by_direction_graph_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,230,230,0.5)",
|
|
borderColor: "rgba(255,255,255,0.8)",
|
|
}
|
|
]
|
|
}
|
|
var answered_calls_by_direction_canvas = document.getElementById("answered_calls_by_direction_display");
|
|
var answered_calls_by_direction_graph = new Chart(answered_calls_by_direction_canvas, {type: 'pie', options: { plugins: {legend: { position: 'right' }}},
|
|
data: answered_calls_by_direction_data});
|
|
|
|
var queue_position_data = {
|
|
labels: <?php echo $queue_position_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
label: "",
|
|
fill: false,
|
|
data: <?php echo $queue_position_graph_data; ?>,
|
|
backgroundColor: <?php echo $queue_position_graph_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $queue_position_graph_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $queue_position_graph_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,230,230,0.5)",
|
|
borderColor: "rgba(255,255,255,0.8)",
|
|
}
|
|
]
|
|
}
|
|
var queue_position_canvas = document.getElementById("queue_position_display");
|
|
var queue_position_graph = new Chart(queue_position_canvas, {type: 'pie', options: { plugins: {legend: { position: 'right' }}},
|
|
data: queue_position_data});
|
|
|
|
var ivr_selection_data = {
|
|
labels: <?php echo $ivr_selection_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
label: "",
|
|
fill: false,
|
|
data: <?php echo $ivr_selection_graph_data; ?>,
|
|
backgroundColor: <?php echo $ivr_selection_graph_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $ivr_selection_graph_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $ivr_selection_graph_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,230,230,0.5)",
|
|
borderColor: "rgba(255,255,255,0.8)",
|
|
}
|
|
]
|
|
}
|
|
var ivr_selection_canvas = document.getElementById("ivr_selection_display");
|
|
var ivr_selection_graph = new Chart(ivr_selection_canvas, {type: 'pie', options: {responsive: false, plugins: {legend: { position: 'right' }}},
|
|
data: ivr_selection_data});
|
|
|
|
var did_used_data = {
|
|
labels: <?php echo $did_used_graph_labels; ?>,
|
|
datasets: [
|
|
{
|
|
label: "",
|
|
fill: false,
|
|
data: <?php echo $did_used_graph_data; ?>,
|
|
backgroundColor: <?php echo $did_used_graph_bgcolor; ?>,
|
|
hoverBackgroundColor: <?php echo $did_used_graph_bgcolor; ?>,
|
|
hoverBorderColor: <?php echo $did_used_graph_hovborder; ?>,
|
|
hoverBorderWidth: 2,
|
|
tension: 0,
|
|
fillColor: "rgba(255,230,230,0.5)",
|
|
borderColor: "rgba(255,255,255,0.8)",
|
|
}
|
|
]
|
|
}
|
|
var did_used_canvas = document.getElementById("did_used_display");
|
|
var did_used_graph = new Chart(did_used_canvas, {type: 'pie', options: { responsive: false, plugins: {legend: { position: 'right' }}},
|
|
data: did_used_data});
|
|
</script>
|