private void HistoricalTCSDataProcessing()
{
var callLogTable = new DataTable();
var skillTable = new DataTable();
var stateTable = new DataTable();
DataTable tcsDataTable = GetTCSDataTable();
inserter = new AuthHeaderInserter();
inserter.Username = userName;
inserter.Password = password;
adminClient = new WsAdminClient();
adminClient.Endpoint.EndpointBehaviors.Add(new AuthHeaderBehavior(inserter));
// All reports require a start and end date!
customReportCriteria reportCriteria = new customReportCriteria();
reportCriteria.time = new reportTimeCriteria();
if ((System.DateTime.Now.Minute >= 0) && (System.DateTime.Now.Minute < 30))
{
reportCriteria.time.start = System.DateTime.Now.AddMinutes(-(30 + DateTime.Now.Minute)).AddSeconds(-DateTime.Now.Second);
reportCriteria.time.end = System.DateTime.Now.AddMinutes(-(System.DateTime.Now.Minute + 1)).AddSeconds(59 - DateTime.Now.Second);
}
else
{
reportCriteria.time.start = System.DateTime.Now.AddMinutes(-System.DateTime.Now.Minute).AddSeconds(-DateTime.Now.Second);
reportCriteria.time.end = System.DateTime.Now.AddMinutes(-(System.DateTime.Now.Minute - 29)).AddSeconds(59 - DateTime.Now.Second);
}
reportCriteria.time.startSpecified = true;
reportCriteria.time.endSpecified = true;
callLogTable = GetReportData(AdapterConstants.HISTORICAL_REPORT_FOLDER, AdapterConstants.HISTORICAL_CUSTOM_CALL_LOG, reportCriteria);
skillTable = GetReportData(AdapterConstants.HISTORICAL_REPORT_FOLDER, AdapterConstants.HISTORICAL_CUSTOM_AGENT_SKILL_LOGIN_TIME, reportCriteria);
stateTable = GetReportData(AdapterConstants.HISTORICAL_REPORT_FOLDER, AdapterConstants.HISTORICAL_CUSTOM_AGENT_STATE_REPORT, reportCriteria);
try
{
var zone = TimeZoneInfo.FindSystemTimeZoneById("Pacific Standard Time");
DateTime timeFilter = TimeZoneInfo.ConvertTimeFromUtc(reportCriteria.time.start.ToUniversalTime(), zone);
string filterExpression = "(HALFHOUR = '" + timeFilter.ToString("HH") + ":" + timeFilter.ToString("mm") + "'" + ")";
callLogTable = callLogTable.Select(filterExpression).CopyToDataTable();
DateTime zoneTime = TimeZoneInfo.ConvertTimeFromUtc(reportCriteria.time.start.ToUniversalTime(), TimeZoneInfo.FindSystemTimeZoneById(HistoricalReportTimeZone));
string HalfHour = zoneTime.ToString("HH") + ":" + zoneTime.ToString("mm");
DataTable dtable = callLogTable.DefaultView.ToTable(true, "SKILL");
DataRow dataRow;
foreach (DataRow row in dtable.Rows)
{
if ((row["SKILL"] != null) && (row["SKILL"].ToString() != "[None]"))
{
dataRow = tcsDataTable.NewRow();
dataRow["Date"] = Utils.GetDate(row["SKILL"], callLogTable, HistoricalReportTimeZone);
dataRow["Interval End"] = HalfHour;
//dataRow["Interval End"] = Utils.GetIntervalTime(row["SKILL"], callLogTable);
dataRow["Identifier"] = "TCSDATA";
dataRow["Contact Group ID"] = row["SKILL"];
int NCO = Utils.GetNCO(row["SKILL"], callLogTable);
dataRow["Contacts Offered (NCO)"] = NCO;
int NCH = Utils.GetContactsHandled(row["SKILL"], callLogTable);
dataRow["Contacts Handled (NCH)"] = NCH;
dataRow["Average Talk Time (ATT)"] = Utils.GetAverageTalkTime(row["SKILL"], NCH, callLogTable);
dataRow["Average After Contact Work Time (ACWT)"] = Utils.GetAverageAfterCallWorkTime(row["SKILL"], NCH, callLogTable);
dataRow["Average Delay (ASA)"] = Utils.GetAverageDelayTime(row["SKILL"], NCH, callLogTable);
dataRow["Percent Service Level (%SL)"] = Utils.GetPercentServiceLevel(row["SKILL"], NCO, callLogTable);
dataRow["Average Positions Staffed (APS)"] = Utils.GetAveragePositionsStaffed(row["SKILL"], skillTable, stateTable);
dataRow["Actual Abandons (ABD)"] = Utils.GetActualAbandons(row["SKILL"], callLogTable);
tcsDataTable.Rows.Add(dataRow);
}
}
GenerateITFOutputFile(tcsDataTable, AdapterConstants.FILE_HISTORICAL_TCS_DATA);
//CSV Output
//GenerateOutputFile(tcsDataTable, AdapterConstants.FILE_HISTORICAL_TCS_DATA);
}
catch (Exception ex)
{
AppLogger.Instance.Error("HistoricalAdapterService.cs", "HistoricalTCSDataProcessing", ex);
}
}
private void AgentProductivityDataProcessing()
{
DataTable rptTable = new DataTable();
var skillTable = new DataTable();
DataTable agentDataTable = GetAgentDataTable();
inserter = new AuthHeaderInserter();
inserter.Username = userName;
inserter.Password = password;
adminClient = new WsAdminClient();
adminClient.Endpoint.EndpointBehaviors.Add(new AuthHeaderBehavior(inserter));
// All reports require a start and end date!
customReportCriteria reportCriteria = new customReportCriteria();
reportCriteria.time = new reportTimeCriteria();
reportCriteria.time.start = GetProductivityReportStartTime();
reportCriteria.time.end = GetProductivityReportEndTime();
reportCriteria.time.startSpecified = true;
reportCriteria.time.endSpecified = true;
rptTable = GetReportData(AdapterConstants.HISTORICAL_REPORT_FOLDER, AdapterConstants.HISTORICAL_CUSTOM_AGENT_STATE_REPORT, reportCriteria);
skillTable = GetReportData(AdapterConstants.HISTORICAL_REPORT_FOLDER, AdapterConstants.HISTORICAL_CUSTOM_AGENT_SKILL_LOGIN_TIME, reportCriteria);
try
{
string[] distinctColumns = { "AGENTID", "AGENT", "SKILL" };
DataTable dtable = rptTable.DefaultView.ToTable(true, distinctColumns);
DataRow dataRow;
foreach (DataRow row in dtable.Rows)
{
if ((row["SKILL"] != null) && (row["SKILL"].ToString() != "[None]"))
{
dataRow = agentDataTable.NewRow();
dataRow["ID"] = Utils.GetAgentID(row["AGENTID"]); //Last 7 Character
dataRow["ACD Group"] = Utils.GetACDGroup(row["SKILL"]); //Max 30 Character
dataRow["SIT"] = Utils.GetSignInTime(row["AGENTID"], row["SKILL"], rptTable);
dataRow["SOT"] = Utils.GetSignOutTime(row["AGENTID"], row["SKILL"], rptTable);
int NCH = Utils.GetNCHCount(row["AGENTID"], row["SKILL"], rptTable);
dataRow["NCH"] = NCH;
dataRow["ATT"] = Utils.GetAverageTalkTime(row["AGENTID"], row["SKILL"], rptTable, NCH);
dataRow["AWT"] = Utils.GetContactWorkTime(row["AGENTID"], row["SKILL"], rptTable, NCH);
string LoginTime = Utils.GetLoginTime(row["AGENT"], row["SKILL"], skillTable);
string NotReadyTime = Utils.GetNotReadyTime(row["AGENT"], row["SKILL"], rptTable);
string WaitTime = Utils.GetWaitTime(row["AGENT"], row["SKILL"], rptTable);
dataRow["PIP"] = Utils.GetPluggedInPercentage(LoginTime, WaitTime);
dataRow["NOC"] = Utils.GetOutboundContactNumber(row["AGENTID"], row["SKILL"], rptTable);
dataRow["AOTT"] = Utils.GetAverageOutboundTalkTime(row["AGENTID"], row["SKILL"], rptTable, NCH);
dataRow["AOWT"] = Utils.GetAverageOutboundWorkTime(row["AGENTID"], row["SKILL"], rptTable, NCH);
dataRow["AVL"] = Utils.GetAvailableTime(LoginTime, NotReadyTime);
dataRow["UNAVL"] = Utils.GetUnAvailableTime(NotReadyTime);
agentDataTable.Rows.Add(dataRow);
}
}
GenerateITFOutputFile(agentDataTable, AdapterConstants.FILE_HISTORICAL_AGENT_PRDUCTIVITY);
//CSV Output
//GenerateOutputFile(agentDataTable, AdapterConstants.FILE_HISTORICAL_AGENT_PRDUCTIVITY);
}
catch (Exception ex)
{
AppLogger.Instance.Error("HistoricalAdapterService.cs", "AgentProductivityDataProcessing", ex);
}
}
public AuthHeaderBehavior(AuthHeaderInserter headerInserter)
{
authHeaderInserter = headerInserter;
}