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; }