03-27-2014 06:11 AM
Hi,
Can anyone help me out with a report definition on UCCE that does not only give the different agent states and durations, but also when the state change has occurred ? something like:
Name, date, State, State starttime, state endtime, stateduration, reasoncode text
thanks in advance
Jeroen Wallenburg
04-03-2014 05:11 AM
Hi Jeroen,
For related information i would request you to refer Agent Real Time and Report Definitions.
Thanks and Regards,
Geevarghese
06-12-2014 08:36 AM
SELECT
A.EnterpriseName,
aed.SkillTargetID,
A.PeripheralNumber,
aed.LoginDateTime,
Event = CASE Event WHEN 1 THEN 'Login (1)' WHEN 2 THEN 'Logout(2)' WHEN 3 THEN 'NotReady (3)' END ,
EventStart = DATEADD(ss,-Duration,DateTime),
EventEnd = DateTime,
aed.Duration,
Reason = rc.ReasonText + '(' + CONVERT(varchar(10),rc.ReasonCode) + ')',
aed.ReasonCode
FROM Agent_Event_Detail aed
LEFT OUTER JOIN Reason_Code rc on aed.ReasonCode = rc.ReasonCode
JOIN Agent A on aed.SkillTargetID = A.SkillTargetID
WHERE aed.SkillTargetID = :AgentSkillTargetID
and aed.DateTime >= :startDate
and aed.DateTime < :endDate
order by DateTime,Reason
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