706 lines
38 KiB
PHP
706 lines
38 KiB
PHP
<?php
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# VERM_DAY_rpt.inc - Vicidial Enhanced Reporting per-day 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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# 220825-1624 - First build
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# 230106-1311 - Added page flushing to show page load progress
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#
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$vicidial_user_log_table="vicidial_user_log";
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# if (isset($_GET["SUBMIT"])) {$SUBMIT=$_GET["SUBMIT"];}
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# elseif (isset($_POST["SUBMIT"])) {$SUBMIT=$_POST["SUBMIT"];}
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#### CUSTOM REPORT VARIABLES ####
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#if (isset($_GET["agents"])) {$agents=$_GET["agents"];}
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# elseif (isset($_POST["agents"])) {$agents=$_POST["agents"];}
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#if (isset($_GET["locations"])) {$locations=$_GET["locations"];}
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# elseif (isset($_POST["locations"])) {$locations=$_POST["locations"];}
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#if (isset($_GET["user_groups"])) {$user_groups=$_GET["user_groups"];}
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# elseif (isset($_POST["user_groups"])) {$user_groups=$_POST["user_groups"];}
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#if (isset($_GET["statuses"])) {$statuses=$_GET["statuses"];}
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# elseif (isset($_POST["statuses"])) {$statuses=$_POST["statuses"];}
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#if (isset($_GET["disconnection_causes"])) {$disconnection_causes=$_GET["disconnection_causes"];}
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# elseif (isset($_POST["disconnection_causes"])) {$disconnection_causes=$_POST["disconnection_causes"];}
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#if (isset($_GET["call_counts"])) {$call_counts=$_GET["call_counts"];}
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# elseif (isset($_POST["call_counts"])) {$call_counts=$_POST["call_counts"];}
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#if (isset($_GET["DIDs"])) {$DIDs=$_GET["DIDs"];}
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# elseif (isset($_POST["DIDs"])) {$DIDs=$_POST["DIDs"];}
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#if (isset($_GET["IVR_choice"])) {$IVR_choice=$_GET["IVR_choice"];}
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# elseif (isset($_POST["IVR_choice"])) {$IVR_choice=$_POST["IVR_choice"];}
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#if (isset($_GET["server"])) {$server=$_GET["server"];}
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# elseif (isset($_POST["server"])) {$server=$_POST["server"];}
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#if (isset($_GET["days_of_week"])) {$days_of_week=$_GET["days_of_week"];}
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# elseif (isset($_POST["days_of_week"])) {$days_of_week=$_POST["days_of_week"];}
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#if (isset($_GET["hour_of_day"])) {$hour_of_day=$_GET["hour_of_day"];}
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# elseif (isset($_POST["hour_of_day"])) {$hour_of_day=$_POST["hour_of_day"];}
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### VARIABLES ###
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$total_calls=0;
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$total_answered_calls=0;
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$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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$min_position=1000000;
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$total_distinct_users_per_date=0;
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$total_agent_login_time=0;
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$all_calls_array=array(); # Regardless of outcome
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$calls_array=array(); # Dependent on outcome
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$answered_calls_array=array(); # Dependent on outcome
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$unanswered_calls_array=array(); # Dependent on outcome
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$user_array=array();
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$agent_login_time_array=array();
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$sales_array=array();
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$queue_array=array();
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$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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$agent_events=array(); # ANSWERED CALLS
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$coverage="100%";
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$coverage_wi="100%";
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#################
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$stmt="select substr(call_date, 1, 10) as cdate, campaign_id, status, user, length_in_sec as call_length, uniqueid, '0' as wait_sec, 'O' as direction, '1' as queue_position, lead_id from vicidial_log $vicidial_log_SQL $and_NANQUE_clause $exc_addtl_statuses UNION ALL select substr(call_date, 1, 10) as cdate, campaign_id, status, user, if(comments='EMAIL', length_in_sec, length_in_sec-queue_seconds) as call_length, uniqueid, queue_seconds as wait_sec, 'I' as direction, queue_position, lead_id from vicidial_closer_log $vicidial_closer_log_SQL $and_NANQUE_clause $exc_addtl_statuses";
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if ($DB) {$HTML_output.="<B>$stmt</B>";}
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# print $stmt."\n";
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$rslt=mysql_to_mysqli($stmt, $link);
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while ($row=mysqli_fetch_array($rslt))
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{
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$call_date=$row["cdate"];
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$status=$row["status"];
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$user=$row["user"];
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$lead_id=$row["lead_id"];
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$length_in_sec=$row["call_length"];
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$wait_sec=$row["wait_sec"];
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$uniqueid=$row["uniqueid"];
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$direction=$row["direction"];
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$campaign_id=$row["campaign_id"];
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$queue_position=$row["queue_position"];
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# $total_calls++; # Doesn't factor out NANQUE
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if ($direction=="I")
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{
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$calls_array["$call_date"]["inbound"]++;
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}
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else
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{
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$calls_array["$call_date"]["outbound"]++;
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}
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if (preg_match('/VDAD|VDCL/', $user)) # && preg_match('/^DROP$|TIMEOT|WAITTO/', $status)
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{
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$total_unanswered_calls++;
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$unanswered_calls_array["$call_date"]["total_length"]+=$length_in_sec;
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$unanswered_calls_array["$call_date"]["total_wait"]+=$wait_sec;
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$calls_array["$call_date"]["unanswered"]++;
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if ($direction=="I")
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{
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$unanswered_calls_array["$call_date"]["inbound"]++;
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}
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else
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{
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$unanswered_calls_array["$call_date"]["outbound"]++;
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}
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# Min/max call length
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if (!$unanswered_calls_array["$call_date"]["min_call_length"] || $length_in_sec<$unanswered_calls_array["$call_date"]["min_call_length"])
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{
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$unanswered_calls_array["$call_date"]["min_call_length"]=$length_in_sec;
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}
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if (!$unanswered_calls_array["$call_date"]["max_call_length"] || $length_in_sec>$unanswered_calls_array["$call_date"]["max_call_length"])
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{
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$unanswered_calls_array["$call_date"]["max_call_length"]=$length_in_sec;
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}
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# Min/max wait length
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if (!$unanswered_calls_array["$call_date"]["min_wait_time"] || $wait_sec<$unanswered_calls_array["$call_date"]["min_wait_time"])
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{
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$unanswered_calls_array["$call_date"]["min_wait_time"]=$wait_sec;
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}
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if (!$unanswered_calls_array["$call_date"]["max_wait_time"] || $wait_sec>$unanswered_calls_array["$call_date"]["max_wait_time"])
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{
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$unanswered_calls_array["$call_date"]["max_wait_time"]=$wait_sec;
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}
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}
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else
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{
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$total_answered_calls++;
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# Total counts/lengths
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$calls_array["$call_date"]["answered"]++;
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$calls_array["$call_date"]["total_length"]+=$length_in_sec;
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$calls_array["$call_date"]["total_wait"]+=$wait_sec;
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$answered_calls_array["$call_date"]["total_length"]+=$length_in_sec;
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$answered_calls_array["$call_date"]["total_wait"]+=$wait_sec;
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# Min/max call length
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if (!$answered_calls_array["$call_date"]["min_call_length"] || $length_in_sec<$answered_calls_array["$call_date"]["min_call_length"])
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{
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$answered_calls_array["$call_date"]["min_call_length"]=$length_in_sec;
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}
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if (!$answered_calls_array["$call_date"]["max_call_length"] || $length_in_sec>$answered_calls_array["$call_date"]["max_call_length"])
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{
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$answered_calls_array["$call_date"]["max_call_length"]=$length_in_sec;
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}
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# Min/max wait length
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if (!$answered_calls_array["$call_date"]["min_wait_time"] || $wait_sec<$answered_calls_array["$call_date"]["min_wait_time"])
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{
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$answered_calls_array["$call_date"]["min_wait_time"]=$wait_sec;
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}
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if (!$answered_calls_array["$call_date"]["max_wait_time"] || $wait_sec>$answered_calls_array["$call_date"]["max_wait_time"])
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{
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$answered_calls_array["$call_date"]["max_wait_time"]=$wait_sec;
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}
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if ($direction=="I")
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{
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$inbound_calls["$call_date"]++;
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$answered_calls_array["$call_date"]["inbound"]++;
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$campaign_id_stmt="select campaign_id from vicidial_agent_log where lead_id='$lead_id' and user='$user' and uniqueid='$uniqueid'";
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$campaign_id_rslt=mysql_to_mysqli($campaign_id_stmt, $link);
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if(mysqli_num_rows($campaign_id_rslt)>0)
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{
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$campaign_id_row=mysqli_fetch_array($campaign_id_rslt);
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$campaign_id=$campaign_id_row["campaign_id"];
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}
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}
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else
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{
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$answered_calls_array["$call_date"]["outbound"]++;
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$outbound_calls["$call_date"]++;
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}
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### These counts are in here because by definition these SHOULD be answers, but you never know with some morons.
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### "Real" campaign_id should have been gotten under the direction clause above
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if (in_array($status, $sale_array["$campaign_id"]) || in_array($status, $sale_array["SYSTEM"]))
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{
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$calls_array["$call_date"]["sales"]++;
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$total_sales++;
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}
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if (in_array($status, $human_ans_array["$campaign_id"]) || in_array($status, $human_ans_array["SYSTEM"]))
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{
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$calls_array["$call_date"]["human_answered"]++;
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$total_human_answered++;
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}
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if (in_array($status, $contact_array["$campaign_id"]) || in_array($status, $contact_array["SYSTEM"]))
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{
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$calls_array["$call_date"]["customer_contacts"]++;
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$total_customer_contacts++;
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}
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# User counts
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if (!array_key_exists("$call_date", $user_array)) {$user_array["$call_date"]=array();}
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if (!in_array($user, $user_array["$call_date"]) && !preg_match('/VDAD|VDCL/', $user))
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{
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$total_distinct_users_per_date++; # Need for adherence report
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array_push($user_array["$call_date"], $user);
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}
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# Sale check
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if (in_array($status, $sale_array["SYSTEM"]) || (array_key_exists("$campaign_id", $sale_array) && in_array($status, $sale_array["$campaign_id"])))
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{
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$sales_array["$call_date"]["sales"]++;
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}
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# Contact check
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if (in_array($status, $contact_array["SYSTEM"]) || (array_key_exists("$campaign_id", $contact_array) && in_array($status, $contact_array["$campaign_id"])))
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{
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$sales_array["$call_date"]["contacts"]++;
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}
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}
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# Queue array
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$queue_array["$call_date"]["total_calls"]++;
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$queue_array["$call_date"]["total_queue"]+=$queue_position;
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$queue_array["$call_date"]["avg_position"]=($queue_array["$call_date"]["total_queue"]/$queue_array["$call_date"]["total_calls"]);
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# Min/max queue
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if (!$queue_array["$call_date"]["min_queue_position"] || $queue_position<$queue_array["$call_date"]["min_queue_position"])
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{
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$queue_array["$call_date"]["min_queue_position"]=$queue_position;
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}
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if (!$queue_array["$call_date"]["max_queue_position"] || $queue_position>$queue_array["$call_date"]["max_queue_position"])
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{
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$queue_array["$call_date"]["max_queue_position"]=$queue_position;
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}
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}
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$total_calls=$total_answered_calls+$total_unanswered_calls;
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# print_r($calls_array); die;
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#### ANSWERED CALL DISTRIBUTION PER DAY ###
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$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Answered call distribution per day").": $NWB#VERM_DAY-answered_call_distribution$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 border='0' cellpadding='0' cellspacing='0'>";
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$HTML_output.="<tr><td width='60%' valign='top'>";
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$HTML_output.="<table width='100%' id='details_table'>";
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$HTML_output.="<tr>";
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$HTML_output.="<th>"._QXZ("Day")."</th>";
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$HTML_output.="<th>"._QXZ("Num")."</th>";
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$HTML_output.="<th>...</th>";
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$HTML_output.="<th>"._QXZ("Answered calls")."</th>";
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$HTML_output.="<th>"._QXZ("Avg")."</th>";
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$HTML_output.="<th>"._QXZ("Min")."</th>";
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$HTML_output.="<th>"._QXZ("Max")."</th>";
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$HTML_output.="<th>"._QXZ("Avg Duration")."</th>";
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$HTML_output.="</tr>\n";
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$CSV_output["answered_call_distribution"]="\""._QXZ("Day")."\",\""._QXZ("Num")."\",\"\",\""._QXZ("Answered calls")."\",\""._QXZ("Avg")."\",\""._QXZ("Min")."\",\""._QXZ("Max")."\",\""._QXZ("Avg Duration")."\"\n";
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$max_avg_call_length=0;
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foreach ($calls_array as $call_date_key => $call_date_data) # Use calls array here to iterate through all dates that have calls
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{
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$avg_call_length=round($answered_calls_array["$call_date_key"]["total_length"]/($answered_calls_array["$call_date_key"]["inbound"]+$answered_calls_array["$call_date_key"]["outbound"]));
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$answered_calls_array["$call_date_key"]["avg_call_length"]=$avg_call_length+0;
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if ($max_avg_call_length<$avg_call_length) {$max_avg_call_length=$avg_call_length;}
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}
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foreach ($answered_calls_array as $call_date_key => $call_date_data)
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{
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$total_date_calls=($call_date_data["inbound"]+$call_date_data["outbound"]);
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$total_date_calls_answered=($answered_calls_array["$call_date_key"]["inbound"]+$answered_calls_array["$call_date_key"]["outbound"]);
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$total_date_calls_unanswered=($unanswered_calls_array["$call_date_key"]["inbound"]+$unanswered_calls_array["$call_date_key"]["outbound"]);
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$avg_call_length=round($answered_calls_array["$call_date_key"]["total_length"]/$total_date_calls_answered);
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$avg_call_length_fmt=($avg_call_length>=3600 ? floor($avg_call_length/3600).":" : "").gmdate("i:s", $avg_call_length);
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$min_call_length_fmt=($answered_calls_array["$call_date_key"]["min_call_length"]>=3600 ? floor($answered_calls_array["$call_date_key"]["min_call_length"]/3600).":" : "").gmdate("i:s", $answered_calls_array["$call_date_key"]["min_call_length"]);
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$max_call_length_fmt=($answered_calls_array["$call_date_key"]["max_call_length"]>=3600 ? floor($answered_calls_array["$call_date_key"]["max_call_length"]/3600).":" : "").gmdate("i:s", $answered_calls_array["$call_date_key"]["max_call_length"]);
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$HTML_output.="<tr>";
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$HTML_output.="<td>".$call_date_key."</td>";
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$HTML_output.="<td>".$total_date_calls_answered."</td>";
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$HTML_output.="<td>".sprintf("%.1f", ((100*$total_date_calls_answered)/$total_answered_calls))." %</td>";
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$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$total_date_calls_answered)/$total_answered_calls)."%'></td>";
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$HTML_output.="<td>".$avg_call_length_fmt."</td>";
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$HTML_output.="<td>".$min_call_length_fmt."</td>";
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$HTML_output.="<td>".$max_call_length_fmt."</td>";
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$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$avg_call_length)/$max_avg_call_length)."%'></td>";
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$HTML_output.="</tr>";
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$CSV_output["answered_call_distribution"].="\"".$call_date_key."\",\"".$total_date_calls_answered."\",\"".sprintf("%.1f", ((100*$total_date_calls_answered)/$total_answered_calls))." %\",\"\",\"".$avg_call_length_fmt."\",\"".$min_call_length_fmt."\",\"".$max_call_length_fmt."\",\"\"\n";
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}
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$HTML_output.="<tr class='export_row'>";
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# $HTML_output.="<td colspan='8' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=answered_call_distribution\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
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$HTML_output.="<td class='export_row_cell' colspan='8'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('DAY', 'answered_call_distribution')\" title=\"Export as a CSV file\" value='CSV'></td>";
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$HTML_output.="</tr>";
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$HTML_output.="</table>";
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$HTML_output.="</td><td width='*' align='center' valign='top'>";
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# $HTML_output.="<div class=\"chart-container\" style=\"height:80vh; width:80vh\"><canvas id='agents_on_queue_display' role=\"img\"> </canvas></div>";
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$HTML_output.="</td></tr></table>";
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if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
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###########################################
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#### ANSWERED CALL WAIT TIME PER DAY ###
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$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Answered call wait time per day").": $NWB#VERM_DAY-answered_call_wait_time$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 border='0' cellpadding='0' cellspacing='0'>";
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$HTML_output.="<tr><td width='60%' valign='top'>";
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$HTML_output.="<table width='100%' id='details_table'>";
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$HTML_output.="<tr>";
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$HTML_output.="<th>"._QXZ("Day")."</th>";
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$HTML_output.="<th>"._QXZ("Num")."</th>";
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$HTML_output.="<th>...</th>";
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$HTML_output.="<th>"._QXZ("Answered calls")."</th>";
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$HTML_output.="<th>"._QXZ("Avg")."</th>";
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$HTML_output.="<th>"._QXZ("Min")."</th>";
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$HTML_output.="<th>"._QXZ("Max")."</th>";
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$HTML_output.="<th>"._QXZ("Avg Duration")."</th>";
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$HTML_output.="</tr>\n";
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$CSV_output["answered_call_wait_time"]="\""._QXZ("Day")."\",\""._QXZ("Num")."\",\"\",\""._QXZ("Answered calls")."\",\""._QXZ("Avg")."\",\""._QXZ("Min")."\",\""._QXZ("Max")."\",\""._QXZ("Avg Duration")."\"\n";
|
|
|
|
$max_avg_wait_time=0;
|
|
foreach ($calls_array as $call_date_key => $call_date_data)
|
|
{
|
|
$avg_wait_time=round($answered_calls_array["$call_date_key"]["total_wait"]/($answered_calls_array["$call_date_key"]["inbound"]+$answered_calls_array["$call_date_key"]["outbound"]));
|
|
$answered_calls_array["$call_date_key"]["avg_wait_time"]=$avg_wait_time+0;
|
|
if ($max_avg_wait_time<$avg_wait_time) {$max_avg_wait_time=$avg_wait_time;}
|
|
}
|
|
foreach ($answered_calls_array as $call_date_key => $call_date_data)
|
|
{
|
|
$total_date_calls=($call_date_data["inbound"]+$call_date_data["outbound"]);
|
|
$total_date_calls_answered=($answered_calls_array["$call_date_key"]["inbound"]+$answered_calls_array["$call_date_key"]["outbound"]);
|
|
$total_date_calls_unanswered=($unanswered_calls_array["$call_date_key"]["inbound"]+$unanswered_calls_array["$call_date_key"]["outbound"]);
|
|
|
|
$avg_wait_time=round($answered_calls_array["$call_date_key"]["total_wait"]/$total_date_calls_answered);
|
|
$avg_wait_time_fmt=($avg_wait_time>=3600 ? floor($avg_wait_time/3600).":" : "").gmdate("i:s", $avg_wait_time);
|
|
|
|
$min_wait_time_fmt=($answered_calls_array["$call_date_key"]["min_wait_time"]>=3600 ? floor($answered_calls_array["$call_date_key"]["min_wait_time"]/3600).":" : "").gmdate("i:s", $answered_calls_array["$call_date_key"]["min_wait_time"]);
|
|
$max_wait_time_fmt=($answered_calls_array["$call_date_key"]["max_wait_time"]>=3600 ? floor($answered_calls_array["$call_date_key"]["max_wait_time"]/3600).":" : "").gmdate("i:s", $answered_calls_array["$call_date_key"]["max_wait_time"]);
|
|
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>".$call_date_key."</td>";
|
|
$HTML_output.="<td>".$total_date_calls_answered."</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", ((100*$total_date_calls_answered)/$total_answered_calls))." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$total_date_calls_answered)/$total_answered_calls)."%'></td>";
|
|
$HTML_output.="<td>".$avg_wait_time_fmt."</td>";
|
|
$HTML_output.="<td>".$min_wait_time_fmt."</td>";
|
|
$HTML_output.="<td>".$max_wait_time_fmt."</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$avg_wait_time)/$max_avg_wait_time)."%'></td>";
|
|
$HTML_output.="</tr>";
|
|
|
|
$CSV_output["answered_call_wait_time"].="\"".$call_date_key."\",\"".$total_date_calls_answered."\",\"".sprintf("%.1f", ((100*$total_date_calls_answered)/$total_answered_calls))." %\",\"\",\"".$avg_wait_time_fmt."\",\"".$min_wait_time_fmt."\",\"".$max_wait_time_fmt."\",\"\"\n";
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='8' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=answered_call_wait_time\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='8'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('DAY', 'answered_call_wait_time')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>";
|
|
$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>";
|
|
$HTML_output.="</td></tr></table>";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
###########################################
|
|
|
|
#### UNANSWERED CALL WAIT TIME PER DAY ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Unanswered call wait time per day").": $NWB#VERM_DAY-unanswered_call_wait_time$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%' valign='top'>";
|
|
$HTML_output.="<table width='100%' id='details_table'>";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<th>"._QXZ("Day")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Num")."</th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="<th>"._QXZ("Unanswered calls")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Avg")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Min")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Max")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Avg Duration")."</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["unanswered_call_wait_time"]="\""._QXZ("Day")."\",\""._QXZ("Num")."\",\"\",\""._QXZ("Unanswered calls")."\",\""._QXZ("Avg")."\",\""._QXZ("Min")."\",\""._QXZ("Max")."\",\""._QXZ("Avg Duration")."\"\n";
|
|
|
|
$max_avg_wait_time=0;
|
|
foreach ($calls_array as $call_date_key => $call_date_data)
|
|
{
|
|
$avg_wait_time=round($unanswered_calls_array["$call_date_key"]["total_wait"]/($unanswered_calls_array["$call_date_key"]["inbound"]+$unanswered_calls_array["$call_date_key"]["outbound"]));
|
|
# print $unanswered_calls_array["$call_date_key"]["total_wait"]."/".($unanswered_calls_array["$call_date_key"]["inbound"]+$unanswered_calls_array["$call_date_key"]["outbound"])."\n";
|
|
$unanswered_calls_array["$call_date_key"]["avg_wait_time"]=$avg_wait_time+0;
|
|
if ($max_avg_wait_time<$avg_wait_time) {$max_avg_wait_time=$avg_wait_time;}
|
|
}
|
|
# print_r($unanswered_calls_array); die;
|
|
foreach ($unanswered_calls_array as $call_date_key => $call_date_data)
|
|
{
|
|
$total_date_calls=($call_date_data["inbound"]+$call_date_data["outbound"]);
|
|
$total_date_calls_answered=($unanswered_calls_array["$call_date_key"]["inbound"]+$unanswered_calls_array["$call_date_key"]["outbound"]);
|
|
$total_date_calls_unanswered=($unanswered_calls_array["$call_date_key"]["inbound"]+$unanswered_calls_array["$call_date_key"]["outbound"]);
|
|
|
|
$avg_wait_time=round($unanswered_calls_array["$call_date_key"]["total_wait"]/$total_date_calls_unanswered);
|
|
$avg_wait_time_fmt=($avg_wait_time>=3600 ? floor($avg_wait_time/3600).":" : "").gmdate("i:s", $avg_wait_time);
|
|
|
|
$min_wait_time_fmt=($unanswered_calls_array["$call_date_key"]["min_wait_time"]>=3600 ? floor($unanswered_calls_array["$call_date_key"]["min_wait_time"]/3600).":" : "").gmdate("i:s", $unanswered_calls_array["$call_date_key"]["min_wait_time"]);
|
|
$max_wait_time_fmt=($unanswered_calls_array["$call_date_key"]["max_wait_time"]>=3600 ? floor($unanswered_calls_array["$call_date_key"]["max_wait_time"]/3600).":" : "").gmdate("i:s", $unanswered_calls_array["$call_date_key"]["max_wait_time"]);
|
|
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>".$call_date_key."</td>";
|
|
$HTML_output.="<td>".$total_date_calls_unanswered."</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", ((100*$total_date_calls_unanswered)/$total_unanswered_calls))." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$total_date_calls_unanswered)/$total_unanswered_calls)."%'></td>";
|
|
$HTML_output.="<td>".$avg_wait_time_fmt."</td>";
|
|
$HTML_output.="<td>".$min_wait_time_fmt."</td>";
|
|
$HTML_output.="<td>".$max_wait_time_fmt."</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$avg_wait_time)/$max_avg_wait_time)."%'></td>";
|
|
$HTML_output.="</tr>";
|
|
|
|
$CSV_output["unanswered_call_wait_time"].="\"".$call_date_key."\",\"".$total_date_calls_unanswered."\",\"".sprintf("%.1f", ((100*$total_date_calls_unanswered)/$total_unanswered_calls))." %\",\"\",\"".$avg_wait_time_fmt."\",\"".$min_wait_time_fmt."\",\"".$max_wait_time_fmt."\",\"\"\n";
|
|
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='8' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=unanswered_call_wait_time\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='8'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('DAY', 'unanswered_call_wait_time')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>";
|
|
$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>";
|
|
$HTML_output.="</td></tr></table>";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
###########################################
|
|
|
|
#### SALES PER DAY ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Sales per Day").": $NWB#VERM_DAY-sales_per_day$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='details_table'>";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<th>"._QXZ("Day")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Human ans. conv")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Customer cont. conv")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Sales")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th>"._QXZ("Human answers")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Customer contacts")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["sales_per_day"]="\""._QXZ("Day")."\",\""._QXZ("Human ans. conv")."\",\""._QXZ("Customer cont. conv")."\",\""._QXZ("Sales")."\",\"\",\"\",\""._QXZ("Human answers")."\",\""._QXZ("Customer contacts")."\",\"\",\"\"\n";
|
|
|
|
#print_r($calls_array);
|
|
$max_day_sales=max(array_column($calls_array, 'sales'));
|
|
$max_day_customer_contacts=max(array_column($calls_array, 'customer_contacts'));
|
|
#print "<BR>$max_day_sales<BR>\n";
|
|
foreach ($calls_array as $call_date_key => $data)
|
|
{
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>$call_date_key</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", ((100*$data["sales"])/$data["human_answered"]))." %</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", ((100*$data["sales"])/$data["customer_contacts"]))." %</td>";
|
|
$HTML_output.="<td>".($data["sales"]+0)."</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", ((100*$data["sales"])/$total_sales))." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$data["sales"])/$max_day_sales)."%'></td>";
|
|
$HTML_output.="<td>".$data["human_answered"]."</td>";
|
|
$HTML_output.="<td>".$data["customer_contacts"]."</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", ((100*$data["customer_contacts"])/$total_customer_contacts))." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$data["customer_contacts"])/$max_day_customer_contacts)."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["sales_per_day"].="\"$call_date_key\",\"".sprintf("%.1f", ((100*$data["sales"])/$data["human_answered"]))." %\",\"".sprintf("%.1f", ((100*$data["sales"])/$data["customer_contacts"]))." %\",\"".($data["sales"]+0)."\",\"".sprintf("%.1f", ((100*$data["sales"])/$total_sales))." %\",\"\",\"".$data["human_answered"]."\",\"".$data["customer_contacts"]."\",\"".sprintf("%.1f", ((100*$data["customer_contacts"])/$total_customer_contacts))." %\",\"\"\n";
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='10' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=sales_per_day\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='10'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('DAY', 'sales_per_day')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>";
|
|
$HTML_output.="</table>";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
###########################################
|
|
|
|
#### QUEUE LENGTH PER DAY ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Queue length per day").": $NWB#VERM_DAY-queue_length_per_day$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='details_table'>";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<th>"._QXZ("Day")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Avg")."</th>";
|
|
$HTML_output.="<th>...</th>";
|
|
$HTML_output.="<th>"._QXZ("Min")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Max")."</th>";
|
|
$HTML_output.="<th>...</th>";
|
|
### Removed 5/19/22
|
|
### $HTML_output.="<th>Cover.</th>";
|
|
$HTML_output.="<th>"._QXZ("ASQPPH")." $NWB#VERM_DAY-queue_length_per_day$NWE</th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
### Removed Coverage column before Steps 5/19/22 - not needed
|
|
$CSV_output["queue_length_per_day"]="\""._QXZ("Day")."\",\""._QXZ("Avg")."\",\"...\",\""._QXZ("Min")."\",\""._QXZ("Max")."\",\"...\",\""._QXZ("Average Sum of Queue Positions Per Hour")."\"\n";
|
|
|
|
$max_call_position=max(array_column($queue_array, 'max_queue_position'));
|
|
$max_avg_position=max(array_column($queue_array, 'avg_position'));
|
|
foreach ($queue_array as $call_date_key => $data)
|
|
{
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>$call_date_key</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", $queue_array["$call_date"]["avg_position"])."</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$queue_array["$call_date_key"]["avg_position"])/$max_avg_position)."%'></td>";
|
|
$HTML_output.="<td>".$queue_array["$call_date_key"]["min_queue_position"]."</td>";
|
|
$HTML_output.="<td>".$queue_array["$call_date_key"]["max_queue_position"]."</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".((100*$queue_array["$call_date_key"]["max_queue_position"])/$max_call_position)."%'></td>";
|
|
### $HTML_output.="<td>100% **</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", $queue_array["$call_date_key"]["total_queue"]/24)."</td>"; # Always seems to be 24 hours for the date - even when I ran starting at 8am.
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["queue_length_per_day"].="\"$call_date_key\",\"".sprintf("%.1f", $queue_array["$call_date"]["avg_position"])."\",\"...\",\"".$queue_array["$call_date_key"]["min_queue_position"]."\",\"".$queue_array["$call_date_key"]["max_queue_position"]."\",\"...\",\"".sprintf("%.1f", $queue_array["$call_date_key"]["total_queue"]/24)."\"\n";
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='8' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=queue_length_per_day\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='7'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('DAY', 'queue_length_per_day')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>";
|
|
$HTML_output.="</table>";
|
|
### $HTML_output.="** - coverage = percent of calls with queue position. Assumed 100% if including outbound with a default position of '1' - also true for avg position<BR><BR>";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
###########################################
|
|
|
|
#### SCHEDULE ADHERENCE PER DAY ###
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Schedule Adherence per Day").": $NWB#VERM_DAY-schedule_adherence$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='details_table'>";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<th>"._QXZ("Day")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Agents")."</th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="<th> </th>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["schedule_adherence_per_day"]="\""._QXZ("Day")."\",\""._QXZ("Agents")."\",\"\",\"\"\n";
|
|
|
|
foreach ($user_array as $call_date_key => $users_that_day)
|
|
{
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<td>$call_date_key</td>";
|
|
$HTML_output.="<td>".count($users_that_day)."</td>";
|
|
$HTML_output.="<td>".sprintf("%.1f", (100*count($users_that_day)/$total_distinct_users_per_date))." %</td>";
|
|
$HTML_output.="<td width='200'><img src='images/shade-histo.gif' height='10' width='".sprintf("%.1f", (100*count($users_that_day)/$total_distinct_users_per_date))."%'></td>";
|
|
$HTML_output.="</tr>\n";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
|
|
$CSV_output["schedule_adherence_per_day"].="\"$call_date_key\",\"".count($users_that_day)."\",\"".sprintf("%.1f", (100*count($users_that_day)/$total_distinct_users_per_date))." %\",\"\"\n";
|
|
|
|
# print "agents for $call_date_key: ".count($users_that_day)."\n";
|
|
|
|
for ($i=0; $i<count($users_that_day); $i++)
|
|
{
|
|
# Get total agent time
|
|
$stmt="SELECT event,event_epoch,event_date,campaign_id,user_group,session_id,server_ip,extension,computer_ip,phone_login,phone_ip from ".$vicidial_user_log_table." where user='" . mysqli_real_escape_string($link, $users_that_day[$i]) . "' and event_date >= '" . mysqli_real_escape_string($link, $call_date_key) . " 0:00:01' and event_date <= '" . mysqli_real_escape_string($link, $call_date_key) . " 23:59:59' order by event_date;";
|
|
$rslt=mysql_to_mysqli($stmt, $link);
|
|
while ($row=mysqli_fetch_row($rslt))
|
|
{
|
|
if (preg_match('/LOGIN/', $row[0]))
|
|
{
|
|
$event_start_seconds = $row[1];
|
|
}
|
|
if (preg_match('/LOGOUT/', $row[0]))
|
|
{
|
|
if ($event_start_seconds)
|
|
{
|
|
$event_stop_seconds = $row[1];
|
|
$event_seconds = ($event_stop_seconds - $event_start_seconds);
|
|
$agent_login_time_array["$call_date_key"]+=$event_seconds;
|
|
}
|
|
}
|
|
}
|
|
}
|
|
}
|
|
#print_r($agent_login_time_array);
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='4' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=schedule_adherence_per_day\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='4'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('DAY', 'schedule_adherence_per_day')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>";
|
|
$HTML_output.="</table>";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
###########################################
|
|
|
|
#### SERVICE LEVEL PER DAY ####
|
|
$HTML_output.="<BR><h2 class='rpt_header'>"._QXZ("Inclusive SLA per day (inbound and outbound)").": $NWB#VERM_DAY-inclusive_SLA$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='details_table'>";
|
|
$HTML_output.="<tr>";
|
|
$HTML_output.="<th>"._QXZ("Day")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Answered")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Unanswered")."</th>";
|
|
$HTML_output.="<th>"._QXZ("Num")."</th>";
|
|
|
|
$CSV_output["inclusive_sla_per_day"]="\""._QXZ("Day")."\",\""._QXZ("Answered")."\",\""._QXZ("Unanswered")."\",\""._QXZ("Num")."\"";
|
|
|
|
for ($i=0; $i<count($SLA_column_names); $i++)
|
|
{
|
|
$HTML_output.="<th>".$SLA_column_names[$i]."</th>";
|
|
$CSV_output["inclusive_sla_per_day"].=",\"".$SLA_column_names[$i]."\"";
|
|
}
|
|
$HTML_output.="</tr>\n";
|
|
|
|
$CSV_output["inclusive_sla_per_day"].="\n";
|
|
|
|
foreach ($calls_array as $call_date_key => $data)
|
|
{
|
|
$svc_lvl_stmt="select $SLA_query from vicidial_closer_log where call_date>='".$call_date_key." $start_time' and call_date<='".$call_date_key." $end_time' $and_vicidial_closer_log_SQL and (user!='VDCL')"; # and campaign_id in ($ingroup_str) and user in ('VDCL', $user_str)
|
|
if ($DB) {$HTML_output.="<B>$svc_lvl_stmt</B><BR>";}
|
|
$svc_lvl_rslt=mysql_to_mysqli($svc_lvl_stmt, $link);
|
|
# print $svc_lvl_stmt."\n";
|
|
$svc_lvl_row=mysqli_fetch_row($svc_lvl_rslt);
|
|
|
|
$answered_calls=$answered_calls_array["$call_date_key"]["inbound"]+0;
|
|
$answered_calls+=$answered_calls_array["$call_date_key"]["outbound"]+0; # "Inclusive" remember
|
|
|
|
$HTML_output.="<tr bgcolor='$bgcolor'>";
|
|
$HTML_output.="<td>$call_date_key</td>";
|
|
$HTML_output.="<td>".($data["answered"]+0)."</td>";
|
|
$HTML_output.="<td>".($data["unanswered"]+0)."</td>";
|
|
$HTML_output.="<td>".($data["answered"]+$data["unanswered"]+0)."</td>";
|
|
|
|
$CSV_output["inclusive_sla_per_day"].="\"$call_date_key\",\"".($data["answered"]+0)."\",\"".($data["unanswered"]+0)."\",\"".($data["answered"]+$data["unanswered"]+0)."\"";
|
|
|
|
for ($f=0; $f<count($svc_lvl_row); $f++)
|
|
{
|
|
$svc_lvl_row[$f]+=$answered_calls_array["$call_date_key"]["outbound"];
|
|
$HTML_output.="<td align='right'>".sprintf("%.1f", ((100*$svc_lvl_row[$f])/$answered_calls))." %</td>";
|
|
$CSV_output["inclusive_sla_per_day"].=",\"".sprintf("%.1f", ((100*$svc_lvl_row[$f])/$answered_calls))." %\"";
|
|
}
|
|
$HTML_output.="</tr>\n";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
|
|
$CSV_output["inclusive_sla_per_day"].="\n";
|
|
|
|
$prev_int=$interval;
|
|
}
|
|
$HTML_output.="<tr class='export_row'>";
|
|
# $HTML_output.="<td colspan='".(4+count($svc_lvl_row))."' class='export_row_cell'>"._QXZ("Export as")."...<a href=\"".$PHP_SELF."?download_rpt=inclusive_sla_per_day\" title=\"Export as a CSV file\" class=\"uk-icon\">CSV</a></td>";
|
|
$HTML_output.="<td class='export_row_cell' colspan='".(4+count($svc_lvl_row))."'>"._QXZ("Export as")."...<input type='button' class='download_button' onClick=\"DownloadReport('DAY', 'inclusive_sla_per_day')\" title=\"Export as a CSV file\" value='CSV'></td>";
|
|
$HTML_output.="</tr>";
|
|
$HTML_output.="</table>";
|
|
|
|
if (!$download_rpt) {echo $HTML_output; ob_flush(); flush(); $HTML_output="";}
|
|
###########################################
|
|
|
|
if ($download_rpt)
|
|
{
|
|
$data_to_download=$CSV_output["$download_rpt"];
|
|
|
|
$FILE_TIME = date("Ymd-His");
|
|
$CSVfilename = "DAY_RPT_".$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;
|
|
?>
|