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<?php
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/***************************************************************************
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*
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* Metricas Mensal
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* Autor
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* Lucas Awade
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*
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* *************************************************************************
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Defini<EFBFBD><EFBFBD>es do Projeto
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Nome: RelMetricasMensal
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Data in<EFBFBD>cio: 23/08/2018
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Equipe: Amarildo Pereira
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Descri<EFBFBD><EFBFBD>o:
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Este relat<EFBFBD>rio tem a finalidade de agregar valores e gerar resultados
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em outros afins, com isso s<EFBFBD>o utilizadas formulas para a constru<EFBFBD><EFBFBD>o dos
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mesmos.
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Formulas:
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-> <EFBFBD>ndice N<EFBFBD>vel de servi<EFBFBD>o [INS]:
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<EFBFBD> calculado pela rela<EFBFBD><EFBFBD>o entre chamadas atendidas at<EFBFBD> 30s pela soma
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total das chamadas atendidas no pa + o total de abandonadas.
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atendidas_30 / (atendidas-pa + abandonadas) * 100.0;
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$atendida30Total = $atendidas30;
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$atdPaAbd = $atendidas + $abandonadas;
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$ins = $atdPaAbd > 0 ? ($atendida30Total / $atdPaAbd) * 100.0 : 0;
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$ins = round($ins, 2); //NS
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-> Indice de abandono [IAB]:
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<EFBFBD> o simples percentual de chamadas abandonadas em relacao as ofereciadas.
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$iab = $oferTotal > 0 ? ($abdTotal / $oferTotal) * 100.0 : 0;
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$iab = round($iab, 2);
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-> Indice de Atendimento [IA]:
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<EFBFBD> o percentual de chamadas que foram atendidas ser ficar em espera em
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reala<EFBFBD><EFBFBD>o ao total de chamdas oferecidas na fila.
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$abdEspera = $abdTotal + $espera;
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$ia = !$oferTotal ? 0 : (($oferTotal - $abdEspera) * 100.0) / $oferTotal;
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$ia = round($ia, 2);
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* *************************************************************************
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* Copyright (c) 2018, Simples IP
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* *************************************************************************/
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include_once 'util/relatoriosBase.php';
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class RelMetricasMensal extends Relatorios {
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private $___servico;
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private $___ano;
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private $___mes;
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public function __construct($idProg, $dbcon, $incDac) {
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parent::__construct($idProg, $dbcon, $incDac);
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$this->___dac = isset($_POST['listaDacs']) ? $_POST['listaDacs'] : 0;
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$this->___servico = isset($_POST["listaServico"]) ? $_POST["listaServico"] : 0;
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$this->___mes = isset($_POST['listaMes']) ? $_POST['listaMes'] : date('m');
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$this->___ano = isset($_POST['listaAno']) ? $_POST['listaAno'] : date('Y');
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}
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public function ___ValidaForm() {
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if (!IsPostBack())
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return;
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if ($this->GetIncDac() && !StrToIntDef($this->___dac)) {
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GeraExcept('Informe uma Fila!');
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}
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}
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function ___FiltrosRelatorio() {
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global $dbcon;
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if ($this->___media != MEDIA_PRINT_GRID) {
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/*
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* Recupera os filtros da sess<EFBFBD>o do usu<EFBFBD>rio.
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*/
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list($this->___dac, $this->___ano, $this->___mes, $this->___tipoRelatorio) = $_SESSION["SSstorageFiltros"];
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if ($this->___media == MEDIA_PRINT_HTML) {
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$fila = $this->GetIncDac() ? 'Fila: ' . GetDacDesc($this->GetDbCon(), $this->GetIdProg() . ' ') : '';
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return sprintf("%sData Inicial: %s Data Final: %s Tipo: %s", $fila, $this->___ano, $this->___mes, ($this->___tipoRelatorio ? 'Anal<EFBFBD>tico' : 'Sint<EFBFBD>tico'));
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}
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$fltCsv = array();
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if ($this->GetIncDac()) {
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$fltCsv[] = 'Fila:' . GetDacDesc($this->GetDbCon(), $this->___dac);
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}
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// $fltCsv[] = "Ano:" . $this->___ano;
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//$fltCsv[] = "M<EFBFBD>s:" . $this->___mes;
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$fltCsv[] = "Data Emissao:" . date('d/m/Y H:i:s');
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$fltCsv[] = "Emitido Por:" . GetLogin();
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return $fltCsv;
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}
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if ($this->GetIncDac()) {
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$dacs = GetDac($this->GetDbCon(), $this->___dac, "", 0, 1, 0, 0, 1);
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}
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$lkPrint = "";
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if ($this->___dataCount) {
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$prt = '<a href="index.php?idProg=%s&media=%s&tipoRelatorio=%s"><img src="imgSite/%s" alt="Clique aqui para imprimir!" width="24" height="24" border="0"></a>';
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$prtHtml = "<a href=\"javaScript:NovaJanela('index.php?idProg=%s&media=%s&tipoRelatorio=%s', '%s', '720', '700', 'scrollbars=YES');\"><img src=\"imgSite/%s\" alt=\"Clique aqui para imprimir!\" width=\"24\" height=\"24\" border=\"0\"></a>";
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$lkPrint .= sprintf($prtHtml, $this->GetidProg(), MEDIA_PRINT_HTML, $this->___tipoRelatorio, substr(LimpaString(GetDispProgSel($this->GetIdProg())), 0, 20), 'print.gif');
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$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_EXCEL, $this->___tipoRelatorio, 'prt-xls.png');
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$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_PDF, $this->___tipoRelatorio, 'prt-pdf.png');
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$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_CSV, $this->___tipoRelatorio, 'prt-csv.png');
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}
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$tipoRel = !$this->___tipoRelatorio ? '' : 'checked="checked"';
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/*
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* Personalise esta fun<EFBFBD><EFBFBD>o se necessitar de outras opera<EFBFBD><EFBFBD>es de filtro.
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*/
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$filtro = '<table border="0" cellspacing="1" cellpadding="1">';
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/*
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* Rotulos.
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*/
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$filtro .= '<tr>';
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$this->GetIncDac() ? $filtro .= '<td>Fila</td>' : '';
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$filtro .= '<td>Servi<EFBFBD>o</td>';
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$filtro .= '<td>M<EFBFBD>s</td>';
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$filtro .= '<td>Ano</td>';
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$filtro .= '<td align="center" valign="middle"> </td>';
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$filtro .= '</tr>';
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/*
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* Valores.
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*/
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$filtro .= '<tr>';
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$this->GetIncDac() ? $filtro .= sprintf('<td>%s</td>', $dacs) : '';
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$filtro .= sprintf('<td>%s</td>', GetIdentRota($dbcon, $this->___servico));
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$filtro .= sprintf('<td>%s</td>', GetMes($this->___mes, '', 1));
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$filtro .= sprintf('<td>%s</td>', GetAno($this->___ano, 1));
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$filtro .= '<td><input type="submit" name="btConsulta" id="btConsulta" value="Consultar"></td>';
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$filtro .= '<td>%s</td>';
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$filtro .= '</tr>';
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$filtro .= '</table>';
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/*
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* Guarda os filtros passados para recuperar na emiss<EFBFBD>o dos relat<EFBFBD>rios para impress<EFBFBD>o.
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*/
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$_SESSION["SSstorageFiltros"] = array($this->___dac, $this->___ano, $this->___mes, $this->___tipoRelatorio);
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return sprintf($filtro, $lkPrint);
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}
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protected function ___GetDadosDb() {
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$iniMes = $this->___ano . '-' . $this->___mes . '-01';
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$fimMes = $this->___ano . '-' . $this->___mes . '-'.GetLastDayofMonth($this->___ano, $this->___mes);
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$dac = GetDacDesc($this->GetDbCon(),$this->___dac);
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$servico = $this->___servico;
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$query = "SELECT
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DIA,OFERECIDAS,ATENDIDAS_URA,TRANSBORDADA,TRANSBORDANDO,ABANDONADAS
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,ATENDIDAS_FILA,ATENDIDAS_PA,ATENDIDAS_30,TRANSFERIDAS,ESPERA
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,round( CASE WHEN(ESPERA = 0)THEN 0 ELSE (TEMPO_ESPERA / ESPERA) END ) * INTERVAL '1 SECOND' AS TME
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,round( CASE WHEN(ATENDIDAS_PA = 0)THEN 0 ELSE (TEMPO_ATENDIMENTO / ATENDIDAS_PA)END) * INTERVAL '1 SECOND' AS TMA
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,round(CASE WHEN(ABANDONADAS = 0)THEN 0 ELSE (TEMPO_ABANDONO / ABANDONADAS) END) * INTERVAL '1 SECOND' AS TMAB
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,(CASE WHEN((ATENDIDAS_PA::FLOAT + ABANDONADAS::FLOAT) = 0)THEN 0 ELSE ATENDIDAS_30::FLOAT / (ATENDIDAS_PA::FLOAT + ABANDONADAS::FLOAT) END * 100)::numeric(5,2) as INB
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,(CASE WHEN(OFERECIDAS::FLOAT = 0)THEN 0 ELSE (ABANDONADAS::FLOAT / OFERECIDAS::FLOAT) END * 100)::numeric(5,2) as IAB
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,(CASE WHEN(OFERECIDAS::INT = 0)THEN 0 ELSE ((OFERECIDAS::FLOAT - (ABANDONADAS::FLOAT + ESPERA::FLOAT))) / (OFERECIDAS::FLOAT / 100.0)::FLOAT END)::numeric(5,2) as IE
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,0 AS OCUPADAS,0 AS RECEBIDAS_PESSOALMENTE,0 AS ATENDIMENTO_URA
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,0 AS ICO,TEMPO_ESPERA,TEMPO_ATENDIMENTO,TEMPO_ABANDONO
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FROM (
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select extract(day from a.data_bilhete) as dia
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,SUM (CASE WHEN EVENTO in('ABANDON', 'COMPLETEAGENT','COMPLETECALLER','TRANSFER','TRANSBORDANDO') THEN 1 ELSE 0 END) AS OFERECIDAS
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,0 AS ATENDIDAS_URA
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,SUM (CASE WHEN EVENTO = 'ABANDON' THEN 1 ELSE 0 END) AS ABANDONADAS
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND SUBSTRING(AGENTE,1,5) <> 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_FILA
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND SUBSTRING(AGENTE,1,5) = 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_PA
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND strtoint(param1) <= '30' AND SUBSTRING(AGENTE,1,5) = 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_30
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,SUM (CASE WHEN (EVENTO = 'TRANSFER') THEN 1 ELSE 0 END) AS TRANSFERIDAS
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,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN 1 ELSE 0 END) AS ESPERA
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,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN strtoint(param1) ELSE 0 END) AS TEMPO_ESPERA
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') THEN strtoint(param2) ELSE 0 END) AS TEMPO_ATENDIMENTO
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,SUM (CASE WHEN EVENTO = 'ABANDON' THEN strtoint(param3) ELSE 0 END) AS TEMPO_ABANDONO
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,SUM (CASE WHEN EVENTO IN ('TRANSBORDANDO') THEN 1 ELSE 0 END) AS TRANSBORDANDO
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,SUM (case when EVENTO = 'TRANSBORDADO' THEN 1 else 0 end) AS TRANSBORDADA
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from pbx_bilhetes a, pbx_eventos_dacs b
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where b.uid2 = a.uniqueid
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AND b.evento in ('ABANDON','COMPLETEAGENT','COMPLETECALLER', 'CONNECT','ENTERQUEUE','TRANSFER', 'TRANSBORDANDO', 'TRANSBORDADO')
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AND a.data_bilhete >= '$iniMes'
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AND a.data_bilhete <= '$fimMes'
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AND a.lastapp <> 'Transferred Call'
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AND b.fila = '$dac'\n";
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if ($servico) {
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$query .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
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}
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$query .= " group by a.data_bilhete order by a.data_bilhete) as dados";
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/*******************************************************************
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*
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* QUERY DE TOTALIZA<EFBFBD><EFBFBD>O
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*
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*******************************************************************/
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$totalQuery = "SELECT 'Chamadas Abandonadas' as tipo
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,SUM (CASE WHEN( (strtoint(param3) <= 10)) THEN 1 ELSE 0 END) as ATE_10
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,SUM (CASE WHEN( (strtoint(param3) > 10) AND (strtoint(param3) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
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,SUM (CASE WHEN( (strtoint(param3) > 20) AND (strtoint(param3) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
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,SUM (CASE WHEN( (strtoint(param3) > 30) AND (strtoint(param3) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
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,SUM (CASE WHEN( (strtoint(param3) > 60) AND (strtoint(param3) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
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,SUM (CASE WHEN( (strtoint(param3) > 120) AND (strtoint(param3) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
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,SUM (CASE WHEN( (strtoint(param3) > 180) AND (strtoint(param3) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
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,SUM (CASE WHEN( (strtoint(param3) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
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FROM (
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SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA
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,a.calldate
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,b.fila
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,b.evento
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,b.param1
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,b.param2
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,b.param3
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,b.param4
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FROM pbx_eventos_dacs b, pbx_bilhetes a
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where a.uniqueid = b.uid2
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and a.lastapp <> 'Transferred Call'
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and b.evento = 'ABANDON'
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and a.data_bilhete >= '$iniMes'
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and a.data_bilhete <= '$fimMes'
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and b.fila = '$dac'\n";
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if ($servico) {
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$totalQuery .= " AND substring(clid,2,3) = '$servico'";
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$totalQuery .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
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}
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$totalQuery .= " ) AS DADOS
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UNION ALL
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SELECT 'Chamadas Atendidas' as tipo
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,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10
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,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
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,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
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,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
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,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
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,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
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,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
|
|
|
|
|
FROM (
|
|
|
|
|
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,
|
|
|
|
|
b.evento,b.param1,b.param2,b.param3,b.param4
|
|
|
|
|
FROM pbx_eventos_dacs b, pbx_bilhetes a
|
|
|
|
|
WHERE a.uniqueid = b.uid2 and a.lastapp <> 'Transferred Call'
|
|
|
|
|
AND b.evento IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER')
|
|
|
|
|
AND a.data_bilhete >= '$iniMes'
|
|
|
|
|
AND a.data_bilhete <= '$fimMes'
|
|
|
|
|
AND b.fila = '$dac'\n";
|
|
|
|
|
if ($servico) {
|
|
|
|
|
$totalQuery .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$totalQuery .= " ) AS DADOS
|
|
|
|
|
UNION ALL
|
|
|
|
|
SELECT 'Chamadas em Espera' as tipo
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
|
|
|
|
|
|
|
|
|
|
FROM (
|
|
|
|
|
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,
|
|
|
|
|
b.evento,b.param1,b.param2,b.param3,b.param4
|
|
|
|
|
FROM pbx_eventos_dacs b, pbx_bilhetes a
|
|
|
|
|
WHERE a.uniqueid = b.uid2
|
|
|
|
|
and a.lastapp <> 'Transferred Call'
|
|
|
|
|
and b.evento = 'CONNECT'
|
|
|
|
|
AND strtoint(param1) > 3
|
|
|
|
|
AND a.data_bilhete >= '$iniMes'
|
|
|
|
|
AND a.data_bilhete <= '$fimMes'
|
|
|
|
|
AND b.fila = '$dac'\n";
|
|
|
|
|
if ($servico) {
|
|
|
|
|
$totalQuery .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
|
|
|
|
|
}
|
|
|
|
|
$totalQuery .= " ) AS DADOS ORDER BY 1 ";
|
|
|
|
|
|
|
|
|
|
$result = $this->___GetQuery($query);
|
|
|
|
|
$row = pg_fetch_all($result);
|
|
|
|
|
$this->SetData($row ? $row : array());
|
|
|
|
|
|
|
|
|
|
$totalResult = $this->___GetQuery($totalQuery);
|
|
|
|
|
$totalRow = pg_fetch_all($totalResult);
|
|
|
|
|
$this->SetData($totalRow ? $totalRow : array());
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
protected function ___PreparaCsv() {
|
|
|
|
|
$dataRel = array();
|
|
|
|
|
$filtro = $this->___FiltrosRelatorio();
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray($filtro);
|
|
|
|
|
|
|
|
|
|
$dadosCabecalio = array(
|
|
|
|
|
"Mes",
|
|
|
|
|
'Fila', 'Transbordo Entrada', 'Transbordo Saida', 'Abandonadas', 'Ramal Est<EFBFBD>tico', 'Atendidas PA',
|
|
|
|
|
'Atendidas Ate 30', 'Transferidas', 'Espera', 'TME', 'PA', 'Abandono', 'NS', 'IAB', 'IA'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$dadosField = array(
|
|
|
|
|
'dia', 'oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_fila',
|
|
|
|
|
'atendidas_pa', 'atendidas_30', 'transferidas', 'espera', 'tme', 'tma', 'tmab', 'inb', 'iab', 'ie'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray($dadosCabecalio);
|
|
|
|
|
|
|
|
|
|
$somaReg = 0;
|
|
|
|
|
$somaFila = 0;
|
|
|
|
|
$somaTransbordada = 0;
|
|
|
|
|
$somaTransbordando = 0;
|
|
|
|
|
$somaAbandonadas = 0;
|
|
|
|
|
$somaAtendRamal = 0;
|
|
|
|
|
$somaAtendPA = 0;
|
|
|
|
|
$somaAtend30 = 0;
|
|
|
|
|
$somaTransferidas = 0;
|
|
|
|
|
$somaEspera = 0;
|
|
|
|
|
$somaOriginadasPA = 0;
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
foreach ($this->GetData()[0] as $row) {
|
|
|
|
|
|
|
|
|
|
$somaReg ++;
|
|
|
|
|
$somaFila += $row['oferecidas'];
|
|
|
|
|
$somaTransbordada += $row['transbordada'];
|
|
|
|
|
$somaTransbordando += $row['transbordando'];
|
|
|
|
|
$somaAbandonadas += $row['abandonadas'];
|
|
|
|
|
$somaAtendRamal += $row['atendidas_fila'];
|
|
|
|
|
$somaAtendPA += $row['atendidas_pa'];
|
|
|
|
|
$somaAtend30 += $row['atendidas_30'];
|
|
|
|
|
$somaTransferidas += $row['transferidas'];
|
|
|
|
|
$somaEspera += $row['espera'];
|
|
|
|
|
$somaOriginadasPA += $row['originadas_pa'];
|
|
|
|
|
|
|
|
|
|
$somaTempoEspera += $row['tempo_espera'];
|
|
|
|
|
$somaTempoAtendimento += $row['tempo_atendimento'];
|
|
|
|
|
$somaTempoAbandono += $row['tempo_abandono'];
|
|
|
|
|
|
|
|
|
|
// Formata linha de dados.
|
|
|
|
|
$linha = array();
|
|
|
|
|
foreach ($dadosField as $value) {
|
|
|
|
|
if ($value == 'data') {
|
|
|
|
|
$linha[] = $row['hora_ini'] . ' as ' . $row['hora_fim'];
|
|
|
|
|
} else {
|
|
|
|
|
$linha[] = $row["$value"];
|
|
|
|
|
}
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray($linha);
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera,0) : 0);
|
|
|
|
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA,0) : 0);
|
|
|
|
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas,0) : 0);
|
|
|
|
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0;
|
|
|
|
|
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray(array('Media', round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME, $somaPA, $somaAbandono, round($mediaNS,2), round($mediaIAB,2), round($mediaIA,2)));
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray(array('Total', $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, ' - ', ' - ', ' - ', ' - ', ' - ', ' - '));
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray(array(''));
|
|
|
|
|
|
|
|
|
|
$totalCabecalio = array(
|
|
|
|
|
"Tempo de Espera",
|
|
|
|
|
"TE <= 10",
|
|
|
|
|
'10 < TE <= 20',
|
|
|
|
|
'20 < TE <= 30',
|
|
|
|
|
'30 < TE <= 60',
|
|
|
|
|
'60 < TE <= 120',
|
|
|
|
|
'120 < TE <= 180',
|
|
|
|
|
'180 < TE <= 300',
|
|
|
|
|
'300 < TE',
|
|
|
|
|
'Total'
|
|
|
|
|
);
|
|
|
|
|
$totalField = array(
|
|
|
|
|
'tipo',
|
|
|
|
|
'ate_10',
|
|
|
|
|
'ate_20',
|
|
|
|
|
'ate_30',
|
|
|
|
|
'ate_60',
|
|
|
|
|
'ate_120',
|
|
|
|
|
'ate_180',
|
|
|
|
|
'ate_300',
|
|
|
|
|
'ate_maior',
|
|
|
|
|
'total'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray($totalCabecalio);
|
|
|
|
|
|
|
|
|
|
foreach ($this->GetData()[1] as $row) {
|
|
|
|
|
$row['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior'];
|
|
|
|
|
// Formata linha de dados.
|
|
|
|
|
$linha = array();
|
|
|
|
|
foreach ($totalField as $value) {
|
|
|
|
|
$linha[] = $row["$value"];
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray($linha);
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray(array(''));
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray(array('NS', 'IAB', 'IA'));
|
|
|
|
|
$dataRel[] = GenerateCsvFromArray(array('Nivel de Servico','Indice de Abandono', 'Indice de Atendimento'));
|
|
|
|
|
$this->___dataRel[] = $dataRel;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
protected function ___PreparaExcel() {
|
|
|
|
|
$dataRel = array();
|
|
|
|
|
$filtro = $this->___FiltrosRelatorio();
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Inicia o relat<EFBFBD>rio.
|
|
|
|
|
*/
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Cria os filtros
|
|
|
|
|
*/
|
|
|
|
|
$linha = array('LABEL');
|
|
|
|
|
foreach ($filtro as $values) {
|
|
|
|
|
list($label, $value) = explode(":", $values);
|
|
|
|
|
$linha[] = $label;
|
|
|
|
|
}
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
|
|
|
|
|
$linha = array('DADOS');
|
|
|
|
|
foreach ($filtro as $values) {
|
|
|
|
|
list($label, $value) = explode(":", $values);
|
|
|
|
|
$linha[] = $value;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
|
|
|
|
|
$dadosCabecalio = array(
|
|
|
|
|
"Mes",
|
|
|
|
|
'Fila', 'Transbordo Entrada', 'Transbordo Saida', 'Abandonadas', 'Ramal Est<EFBFBD>tico', 'Atendidas PA',
|
|
|
|
|
'Atendidas Ate 30', 'Transferidas', 'Espera', 'TME', 'PA', 'Abandono', 'NS', 'IAB', 'IA'
|
|
|
|
|
);
|
|
|
|
|
$dadosField = array(
|
|
|
|
|
'dia', 'oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_fila',
|
|
|
|
|
'atendidas_pa', 'atendidas_30', 'transferidas', 'espera', 'tme', 'tma', 'tmab', 'inb', 'iab', 'ie'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$linha = array('LABEL');
|
|
|
|
|
foreach ($dadosCabecalio as $value) {
|
|
|
|
|
$linha[] = $value;
|
|
|
|
|
}
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
|
|
|
|
|
$somaReg = 0;
|
|
|
|
|
$somaFila = 0;
|
|
|
|
|
$somaTransbordada = 0;
|
|
|
|
|
$somaTransbordando = 0;
|
|
|
|
|
$somaAbandonadas = 0;
|
|
|
|
|
$somaAtendRamal = 0;
|
|
|
|
|
$somaAtendPA = 0;
|
|
|
|
|
$somaAtend30 = 0;
|
|
|
|
|
$somaTransferidas = 0;
|
|
|
|
|
$somaEspera = 0;
|
|
|
|
|
$somaOriginadasPA = 0;
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
foreach ($this->GetData()[0] as $row) {
|
|
|
|
|
$somaReg ++;
|
|
|
|
|
$somaFila += $row['oferecidas'];
|
|
|
|
|
$somaTransbordada += $row['transbordada'];
|
|
|
|
|
$somaTransbordando += $row['transbordando'];
|
|
|
|
|
$somaAbandonadas += $row['abandonadas'];
|
|
|
|
|
$somaAtendRamal += $row['atendidas_fila'];
|
|
|
|
|
$somaAtendPA += $row['atendidas_pa'];
|
|
|
|
|
$somaAtend30 += $row['atendidas_30'];
|
|
|
|
|
$somaTransferidas += $row['transferidas'];
|
|
|
|
|
$somaEspera += $row['espera'];
|
|
|
|
|
$somaOriginadasPA += $row['originadas_pa'];
|
|
|
|
|
|
|
|
|
|
$somaTempoEspera += $row['tempo_espera'];
|
|
|
|
|
$somaTempoAtendimento += $row['tempo_atendimento'];
|
|
|
|
|
$somaTempoAbandono += $row['tempo_abandono'];
|
|
|
|
|
|
|
|
|
|
$linha = array('DADOS');
|
|
|
|
|
foreach ($dadosField as $key) {
|
|
|
|
|
if ($key == 'data') {
|
|
|
|
|
$linha[] = $row['hora_ini'] . ' as ' . $row['hora_fim'];
|
|
|
|
|
} else {
|
|
|
|
|
$linha[] = $row["$key"];
|
|
|
|
|
}
|
|
|
|
|
}
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
}
|
|
|
|
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera,0) : 0);
|
|
|
|
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA,0) : 0);
|
|
|
|
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas,0) : 0);
|
|
|
|
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0;
|
|
|
|
|
|
|
|
|
|
$dataRel[] = array('LABEL', 'Media', round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME, $somaPA, $somaAbandono, round($mediaNS,2), round($mediaIAB,2), round($mediaIA,2));
|
|
|
|
|
$dataRel[] = array('LABEL', 'Total', $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, '-', ' - ', ' - ', ' - ', ' - ', ' - ');
|
|
|
|
|
$dataRel[] = array('DADOS', '');
|
|
|
|
|
|
|
|
|
|
$totalCabecalio = array(
|
|
|
|
|
"Tempo de Espera",
|
|
|
|
|
"TE <= 10",
|
|
|
|
|
'10 < TE <= 20',
|
|
|
|
|
'20 < TE <= 30',
|
|
|
|
|
'30 < TE <= 60',
|
|
|
|
|
'60 < TE <= 120',
|
|
|
|
|
'120 < TE <= 180',
|
|
|
|
|
'180 < TE <= 300',
|
|
|
|
|
'300 < TE',
|
|
|
|
|
'Total'
|
|
|
|
|
);
|
|
|
|
|
$totalField = array(
|
|
|
|
|
'tipo',
|
|
|
|
|
'ate_10',
|
|
|
|
|
'ate_20',
|
|
|
|
|
'ate_30',
|
|
|
|
|
'ate_60',
|
|
|
|
|
'ate_120',
|
|
|
|
|
'ate_180',
|
|
|
|
|
'ate_300',
|
|
|
|
|
'ate_maior',
|
|
|
|
|
'total'
|
|
|
|
|
);
|
|
|
|
|
$linha = array('LABEL');
|
|
|
|
|
foreach ($totalCabecalio as $value) {
|
|
|
|
|
$linha[] = $value;
|
|
|
|
|
}
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
|
|
|
|
|
foreach ($this->GetData()[1] as $row) {
|
|
|
|
|
$row['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior'];
|
|
|
|
|
|
|
|
|
|
$linha = array('DADOS');
|
|
|
|
|
foreach ($totalField as $key) {
|
|
|
|
|
$linha[] = $row["$key"];
|
|
|
|
|
}
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$dataRel[] = array('DADOS', '');
|
|
|
|
|
$dataRel[] = array('LABEL', 'NS', 'IAB', 'IA');
|
|
|
|
|
$dataRel[] = array('DADOS', 'Nivel de Servico', 'Indice Abandonadas', 'Indice Atendimento');
|
|
|
|
|
|
|
|
|
|
$this->___dataRel[] = $dataRel;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
protected function ___PreparaGrid() {
|
|
|
|
|
$dataRel = array();
|
|
|
|
|
|
|
|
|
|
$dadosCabecalio = array(
|
|
|
|
|
"Dia" => 'align="center"',
|
|
|
|
|
'Fila' => 'align="center"',
|
|
|
|
|
'Transbordo Entrada' => 'align="center"',
|
|
|
|
|
'Transbordo Sa<EFBFBD>da' => 'align="center"',
|
|
|
|
|
'Abandonadas' => 'align="center"',
|
|
|
|
|
'Ramal Est<EFBFBD>tico' => 'align="center"',
|
|
|
|
|
'Atendidas PA' => 'align="center"',
|
|
|
|
|
'Atendidas At<EFBFBD> 30' => 'align="center"',
|
|
|
|
|
'Transferidas' => 'align="center"',
|
|
|
|
|
'Espera' => 'align="center"',
|
|
|
|
|
'TME' => 'align="center"',
|
|
|
|
|
'PA' => 'align="center"',
|
|
|
|
|
'Abandono' => 'align="center"',
|
|
|
|
|
'NS' => 'align="center"',
|
|
|
|
|
'IAB' => 'align="center"',
|
|
|
|
|
'IA' => 'align="center"'
|
|
|
|
|
);
|
|
|
|
|
$dadosField = array(
|
|
|
|
|
'dia' => 'align="center"',
|
|
|
|
|
'oferecidas' => 'align="center"',
|
|
|
|
|
'transbordada' => 'align="center"',
|
|
|
|
|
'transbordando' => 'align="center"',
|
|
|
|
|
'abandonadas' => 'align="center"',
|
|
|
|
|
'atendidas_fila' => 'align="center"',
|
|
|
|
|
'atendidas_pa' => 'align="center"',
|
|
|
|
|
'atendidas_30' => 'align="center"',
|
|
|
|
|
'transferidas' => 'align="center"',
|
|
|
|
|
'espera' => 'align="center"',
|
|
|
|
|
'tme' => 'align="center"',
|
|
|
|
|
'tma' => 'align="center"',
|
|
|
|
|
'tmab' => 'align="center"',
|
|
|
|
|
'inb' => 'align="center"',
|
|
|
|
|
'iab' => 'align="center"',
|
|
|
|
|
'ie' => 'align="center"'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Inicia o relat<EFBFBD>rio.
|
|
|
|
|
*/
|
|
|
|
|
$dataRel[] = '<table width="100%" cellpadding="2" class="grid">';
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Monta a linha de cabecalio.
|
|
|
|
|
*/
|
|
|
|
|
|
|
|
|
|
$linha = '<tr>';
|
|
|
|
|
$linha .= "<th align=\"center\">M<EFBFBD>s</th>"
|
|
|
|
|
. "<th colspan=\"9\">Total Chamadas</th>"
|
|
|
|
|
. "<th colspan=\"3\">Tempo M<EFBFBD>dio (Segundos)</th>"
|
|
|
|
|
. "<th colspan=\"3\"></th>";
|
|
|
|
|
$linha .= "</tr>";
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Verifica se retornou dados
|
|
|
|
|
*/
|
|
|
|
|
if (!IsPostBack() || !count($this->GetData()[0])) {
|
|
|
|
|
$dataRel[] = sprintf("<tr><td align=\"center\" colspan=\"%s\">%s</td></tr></table>", count($dadosCabecalio) - 1 , (!IsPostBack() ? 'Informe os parametros e clique em consultar!' : 'Nenhum registro encontado!'));
|
|
|
|
|
$this->___dataRel[] = $dataRel;
|
|
|
|
|
return;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$linhaC = "<tr>";
|
|
|
|
|
foreach ($dadosCabecalio as $key => $value) {
|
|
|
|
|
$linhaC .= sprintf("<th %s>%s</th>", $value, $key);
|
|
|
|
|
}
|
|
|
|
|
$linhaC .= "</tr>";
|
|
|
|
|
$dataRel[] = $linhaC;
|
|
|
|
|
|
|
|
|
|
$somaReg = 0;
|
|
|
|
|
$somaFila = 0;
|
|
|
|
|
$somaTransbordada = 0;
|
|
|
|
|
$somaTransbordando = 0;
|
|
|
|
|
$somaAbandonadas = 0;
|
|
|
|
|
$somaAtendRamal = 0;
|
|
|
|
|
$somaAtendPA = 0;
|
|
|
|
|
$somaAtend30 = 0;
|
|
|
|
|
$somaTransferidas = 0;
|
|
|
|
|
$somaEspera = 0;
|
|
|
|
|
$somaOriginadasPA = 0;
|
|
|
|
|
|
|
|
|
|
$somaTempoEspera = 0;
|
|
|
|
|
$somaTempoAtendimento = 0;
|
|
|
|
|
$somaTempoAbandono = 0;
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Linhas de dados.
|
|
|
|
|
*/
|
|
|
|
|
foreach ($this->GetData()[0] as $row) {
|
|
|
|
|
$somaReg ++;
|
|
|
|
|
$somaFila += $row['oferecidas'];
|
|
|
|
|
$somaTransbordada += $row['transbordada'];
|
|
|
|
|
$somaTransbordando += $row['transbordando'];
|
|
|
|
|
$somaAbandonadas += $row['abandonadas'];
|
|
|
|
|
$somaAtendRamal += $row['atendidas_fila'];
|
|
|
|
|
$somaAtendPA += $row['atendidas_pa'];
|
|
|
|
|
$somaAtend30 += $row['atendidas_30'];
|
|
|
|
|
$somaTransferidas += $row['transferidas'];
|
|
|
|
|
$somaEspera += $row['espera'];
|
|
|
|
|
$somaOriginadasPA += $row['originadas_pa'];
|
|
|
|
|
|
|
|
|
|
$somaTempoEspera += $row['tempo_espera'];
|
|
|
|
|
$somaTempoAtendimento += $row['tempo_atendimento'];
|
|
|
|
|
$somaTempoAbandono += $row['tempo_abandono'];
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
$linha = "<tr>";
|
|
|
|
|
foreach ($dadosField as $key => $value) {
|
|
|
|
|
if ($key == 'data') {
|
|
|
|
|
$linha .= sprintf("<td %s>%s</td>", $value, $row['hora_ini'] . ' <EFBFBD>s ' . $row['hora_fim']);
|
|
|
|
|
} else {
|
|
|
|
|
$linha .= sprintf("<td %s>%s</td>", $value, $row["$key"]);
|
|
|
|
|
}
|
|
|
|
|
}
|
|
|
|
|
$linha .= "</tr>";
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera,0) : 0);
|
|
|
|
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA,0) : 0);
|
|
|
|
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas,0) : 0);
|
|
|
|
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0;
|
|
|
|
|
|
|
|
|
|
$linhaTotal = '<tr><th>M<EFBFBD>dia</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th> %s </th><th> %s </th><th> %s </th></tr>';
|
|
|
|
|
$dataRel[] = sprintf($linhaTotal, round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME, $somaPA, $somaAbandono,round($mediaNS,2),round($mediaIAB,2), round($mediaIA,2));
|
|
|
|
|
|
|
|
|
|
$linhaGeral = '<tr><th>Total</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th> - </th><th> - </th><th> - </th><th> - </th><th> - </th><th> - </th></tr>';
|
|
|
|
|
$dataRel[] = sprintf($linhaGeral, $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, $somaOriginadasPA);
|
|
|
|
|
/*
|
|
|
|
|
* Fecha relatorio.
|
|
|
|
|
*/
|
|
|
|
|
$dataRel[] = '</table>';
|
|
|
|
|
|
|
|
|
|
$dataRel[] = '<br><table width="100%" cellpadding="2" class="grid">';
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
$totalCabecalio = array(
|
|
|
|
|
"Tempo de Espera" => 'align="center"',
|
|
|
|
|
"TE <= 10" => 'align="center"',
|
|
|
|
|
'10 < TE <= 20' => 'align="center"',
|
|
|
|
|
'20 < TE <= 30' => 'align="center"',
|
|
|
|
|
'30 < TE <= 60' => 'align="center"',
|
|
|
|
|
'60 < TE <= 120' => 'align="center"',
|
|
|
|
|
'120 < TE <= 180' => 'align="center"',
|
|
|
|
|
'180 < TE <= 300' => 'align="center"',
|
|
|
|
|
'300 < TE' => 'align="center"',
|
|
|
|
|
'Total' => 'align="center"'
|
|
|
|
|
);
|
|
|
|
|
$totalField = array(
|
|
|
|
|
'tipo' => 'align="center"',
|
|
|
|
|
'ate_10' => 'align="center"',
|
|
|
|
|
'ate_20' => 'align="center"',
|
|
|
|
|
'ate_30' => 'align="center"',
|
|
|
|
|
'ate_60' => 'align="center"',
|
|
|
|
|
'ate_120' => 'align="center"',
|
|
|
|
|
'ate_180' => 'align="center"',
|
|
|
|
|
'ate_300' => 'align="center"',
|
|
|
|
|
'ate_maior' => 'align="center"',
|
|
|
|
|
'total' => 'align="center"'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$linhaT = "<tr>";
|
|
|
|
|
foreach ($totalCabecalio as $key => $value) {
|
|
|
|
|
$linhaT .= sprintf("<th %s>%s</th>", $value, $key);
|
|
|
|
|
}
|
|
|
|
|
$linhaT .= "</tr>";
|
|
|
|
|
$dataRel[] = $linhaT;
|
|
|
|
|
|
|
|
|
|
foreach ($this->GetData()[1] as $row) {
|
|
|
|
|
|
|
|
|
|
$row['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior'];
|
|
|
|
|
|
|
|
|
|
$linha = "<tr>";
|
|
|
|
|
foreach ($totalField as $key => $value) {
|
|
|
|
|
if ($key == 'tipo') {
|
|
|
|
|
$linha .= sprintf("<th %s>%s</th>", $value, $row['tipo']);
|
|
|
|
|
} else {
|
|
|
|
|
$linha .= sprintf("<td %s>%s</td>", $value, $row["$key"]);
|
|
|
|
|
}
|
|
|
|
|
}
|
|
|
|
|
$linha .= "</tr>";
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$dataRel[] = '</table>';
|
|
|
|
|
|
|
|
|
|
$linha = '<br><table width="30%" cellpadding="2" class="grid">';
|
|
|
|
|
$linha .= "<tr><th colspan=\"2\">Legenda</th></tr>";
|
|
|
|
|
$linha .= "<tr>"
|
|
|
|
|
. "<th>NS</th>"
|
|
|
|
|
. "<td>N<EFBFBD>vel de Servi<EFBFBD>o</td>"
|
|
|
|
|
. "<tr><th>IAB</th>"
|
|
|
|
|
. "<td><EFBFBD>ndice de Abandono</td></tr>"
|
|
|
|
|
. "<tr><th>IA</th>"
|
|
|
|
|
. "<td><EFBFBD>ndice de Atendimento</td></tr></tr>";
|
|
|
|
|
$linha .= '</table>';
|
|
|
|
|
$dataRel[] = $linha;
|
|
|
|
|
|
|
|
|
|
$this->___dataRel[] = $dataRel;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
protected function ___PreparaHtml() {
|
|
|
|
|
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
protected function ___PreparaPdf() {
|
|
|
|
|
list($this->___dac, $this->___ano,$this->___mes, $this->___tipoRelatorio) = $_SESSION["SSstorageFiltros"];
|
|
|
|
|
$this->___dataIni = $this->___mes;
|
|
|
|
|
$this->___dataFim = $this->___ano;
|
|
|
|
|
$dadosCabecalio = array(
|
|
|
|
|
"M<EFBFBD>s" => 'C',
|
|
|
|
|
'Fila' => 'C',
|
|
|
|
|
'Trans. Entrada' => 'C',
|
|
|
|
|
'Trans. Sa<EFBFBD>da' => 'C',
|
|
|
|
|
'Abandonadas' => 'C',
|
|
|
|
|
'Ramal Est<EFBFBD>tico' => 'C',
|
|
|
|
|
'Atend. PA' => 'C',
|
|
|
|
|
'Atend. 30' => 'C',
|
|
|
|
|
'Transf.' => 'C',
|
|
|
|
|
'Espera' => 'C',
|
|
|
|
|
'TME' => 'C',
|
|
|
|
|
'PA' => 'C',
|
|
|
|
|
'Abandono' => 'C',
|
|
|
|
|
'NS' => 'C',
|
|
|
|
|
'IAB' => 'C',
|
|
|
|
|
'IA' => 'C'
|
|
|
|
|
);
|
|
|
|
|
$dadosField = array(
|
|
|
|
|
'dia' => 'C',
|
|
|
|
|
'oferecidas' => 'C',
|
|
|
|
|
'transbordada' => 'C',
|
|
|
|
|
'transbordando' => 'C',
|
|
|
|
|
'abandonadas' => 'C',
|
|
|
|
|
'atendidas_fila' => 'C',
|
|
|
|
|
'atendidas_pa' => 'C',
|
|
|
|
|
'atendidas_30' => 'C',
|
|
|
|
|
'transferidas' => 'C',
|
|
|
|
|
'espera' => 'C',
|
|
|
|
|
'tme' => 'C',
|
|
|
|
|
'tma' => 'C',
|
|
|
|
|
'tmab' => 'C',
|
|
|
|
|
'inb' => 'C',
|
|
|
|
|
'iab' => 'C',
|
|
|
|
|
'ie' => 'C'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$somaReg = 0;
|
|
|
|
|
$somaFila = 0;
|
|
|
|
|
$somaTransbordada = 0;
|
|
|
|
|
$somaTransbordando = 0;
|
|
|
|
|
$somaAbandonadas = 0;
|
|
|
|
|
$somaAtendRamal = 0;
|
|
|
|
|
$somaAtendPA = 0;
|
|
|
|
|
$somaAtend30 = 0;
|
|
|
|
|
$somaTransferidas = 0;
|
|
|
|
|
$somaEspera = 0;
|
|
|
|
|
$somaOriginadasPA = 0;
|
|
|
|
|
|
|
|
|
|
$dados = $this->GetData()[0];
|
|
|
|
|
$x = 0;
|
|
|
|
|
foreach ($dados as $row) {
|
|
|
|
|
|
|
|
|
|
$somaReg ++;
|
|
|
|
|
$somaFila += $row['oferecidas'];
|
|
|
|
|
$somaTransbordada += $row['transbordada'];
|
|
|
|
|
$somaTransbordando += $row['transbordando'];
|
|
|
|
|
$somaAbandonadas += $row['abandonadas'];
|
|
|
|
|
$somaAtendRamal += $row['atendidas_fila'];
|
|
|
|
|
$somaAtendPA += $row['atendidas_pa'];
|
|
|
|
|
$somaAtend30 += $row['atendidas_30'];
|
|
|
|
|
$somaTransferidas += $row['transferidas'];
|
|
|
|
|
$somaEspera += $row['espera'];
|
|
|
|
|
$somaOriginadasPA += $row['originadas_pa'];
|
|
|
|
|
|
|
|
|
|
$somaTempoEspera += $row['tempo_espera'];
|
|
|
|
|
$somaTempoAtendimento += $row['tempo_atendimento'];
|
|
|
|
|
$somaTempoAbandono += $row['tempo_abandono'];
|
|
|
|
|
|
|
|
|
|
if ($row['hora_ini']) {
|
|
|
|
|
$dados[$x]['hora_ini'] = $row['hora_ini'] . ' <EFBFBD>s ' . $row['hora_fim'];
|
|
|
|
|
}
|
|
|
|
|
$x++;
|
|
|
|
|
}
|
|
|
|
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera,0) : 0);
|
|
|
|
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA,0) : 0);
|
|
|
|
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas,0) : 0);
|
|
|
|
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0;
|
|
|
|
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0;
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
$widthHeader = array(7, 8, 17, 17, 17, 15, 13, 12, 12, 12, 13, 13, 13, 8, 8, 8);
|
|
|
|
|
$totaliza = array('Media', round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME , $somaPA , $somaAbandono , round($mediaNS,2), round($mediaIAB,2), round($mediaIA,2));
|
|
|
|
|
$table = array($dadosCabecalio, $dadosField, $dados, $widthHeader, $totaliza, 0);
|
|
|
|
|
|
|
|
|
|
$totalizaGeral = array('Total', $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, '-', '-', '-', ' - ', ' - ', ' - ');
|
|
|
|
|
$table1 = array('', '', '', $widthHeader, $totalizaGeral, 0);
|
|
|
|
|
|
|
|
|
|
$totalCabecalio = array(
|
|
|
|
|
"Tempo de Espera" => 'C',
|
|
|
|
|
"TE <= 10" => 'C',
|
|
|
|
|
'10 < TE <= 20' => 'C',
|
|
|
|
|
'20 < TE <= 30' => 'C',
|
|
|
|
|
'30 < TE <= 60' => 'C',
|
|
|
|
|
'60 < TE <= 120' => 'C',
|
|
|
|
|
'120 < TE <= 180' => 'C',
|
|
|
|
|
'180 < TE <= 300' => 'C',
|
|
|
|
|
'300 < TE' => 'C',
|
|
|
|
|
'Total' => 'C'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$totalField = array(
|
|
|
|
|
'tipo' => 'C',
|
|
|
|
|
'ate_10' => 'C',
|
|
|
|
|
'ate_20' => 'C',
|
|
|
|
|
'ate_30' => 'C',
|
|
|
|
|
'ate_60' => 'C',
|
|
|
|
|
'ate_120' => 'C',
|
|
|
|
|
'ate_180' => 'C',
|
|
|
|
|
'ate_300' => 'C',
|
|
|
|
|
'ate_maior' => 'C',
|
|
|
|
|
'total' => 'C'
|
|
|
|
|
);
|
|
|
|
|
$x = 0;
|
|
|
|
|
$dadosTotal = $this->GetData()[1];
|
|
|
|
|
foreach ($dadosTotal as $row) {
|
|
|
|
|
$dadosTotal[$x]['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior'];
|
|
|
|
|
$x++;
|
|
|
|
|
}
|
|
|
|
|
$totalHeader = array(30, 17, 17, 18, 17, 20, 20, 20, 17, 17);
|
|
|
|
|
$table2 = array($totalCabecalio, $totalField, $dadosTotal, $totalHeader, 0, 1);
|
|
|
|
|
|
|
|
|
|
$legendaCabecalio = array(
|
|
|
|
|
"NS" => 'C',
|
|
|
|
|
"IAB" => 'C',
|
|
|
|
|
'IA' => 'C'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$legendaField = array(
|
|
|
|
|
1 => 'C',
|
|
|
|
|
2 => 'C',
|
|
|
|
|
3 => 'C'
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$legDadosField = array(array(
|
|
|
|
|
1 => 'N<EFBFBD>vel de Servi<EFBFBD>o',
|
|
|
|
|
2 => '<EFBFBD>ndice de Abandono',
|
|
|
|
|
3 => '<EFBFBD>ndice de Atendimento')
|
|
|
|
|
);
|
|
|
|
|
|
|
|
|
|
$legendaHeader = array(64,64,65);
|
|
|
|
|
$table3 = array($legendaCabecalio, $legendaField, $legDadosField, $legendaHeader, 0, 1);
|
|
|
|
|
|
|
|
|
|
$this->___dataRel = array($table, $table1, $table2, $table3);
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
public function ExecutaRelatorio() {
|
|
|
|
|
global $jsStartup, $jsJQuery, $smarty;
|
|
|
|
|
try {
|
|
|
|
|
/*
|
|
|
|
|
* Formata as linha da fun<EFBFBD><EFBFBD>o date
|
|
|
|
|
*/
|
|
|
|
|
setlocale(LC_ALL, "pt_BR", "pt_BR.iso-8859-1", "pt_BR.utf-8", "portuguese");
|
|
|
|
|
/*
|
|
|
|
|
* Use esta fun<EFBFBD><EFBFBD>o para validar dados do formul<EFBFBD>rio.
|
|
|
|
|
*/
|
|
|
|
|
$this->___ValidaForm();
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Recupera os dados do banco.
|
|
|
|
|
*/
|
|
|
|
|
$this->___ConteudoRelatorio();
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Imprime relat<EFBFBD>rio de acordo com a media passada.
|
|
|
|
|
*/
|
|
|
|
|
$conteudoRelatorio = $this->___ImprimeRelatorio();
|
|
|
|
|
} catch (Exception $exc) {
|
|
|
|
|
$this->SetMsg($exc->getMessage());
|
|
|
|
|
$jsStartup[] = sprintf("alert('%s');", $this->GetMsg());
|
|
|
|
|
$this->___GravaLog();
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
/*
|
|
|
|
|
* Inclua os scripts necess<EFBFBD>rios aqui.
|
|
|
|
|
*/
|
|
|
|
|
$jsJQuery[] = "\$('#dataIni').keypress(function(){formataDataHora(this);}) ";
|
|
|
|
|
$jsJQuery[] = "\$('#dataFim').keypress(function(){formataDataHora(this);}) ";
|
|
|
|
|
|
|
|
|
|
$smarty->assign('filtros', $this->___FiltrosRelatorio());
|
|
|
|
|
$smarty->assign('conteudo', $conteudoRelatorio);
|
|
|
|
|
$smarty->assign('msg', $this->GetMsg());
|
|
|
|
|
GetTemplate($smarty, 'relatoriosGrid.tpl');
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$relMetricasMensal = new RelMetricasMensal($idProg, $dbcon, 1);
|
|
|
|
|
$relMetricasMensal->ExecutaRelatorio();
|
|
|
|
|
/*
|
|
|
|
|
* Relat<EFBFBD>rio mostra a produtividade de um agente
|
|
|
|
|
|
|
|
|
|
//require_once("bd.php");
|
|
|
|
|
$isValid = 1;
|
|
|
|
|
$msg = '';
|
|
|
|
|
|
|
|
|
|
//variaveis para manter o estado
|
|
|
|
|
$mesAtu = ((int) date('m'));
|
|
|
|
|
$_SESSION["listaDacs"] = isset($_POST["listaDacs"]) ? $_POST["listaDacs"] : GetIdDacPadrao($dbcon, $_SESSION["SSidUser"]);
|
|
|
|
|
$_SESSION["listaMes"] = isset($_POST["listaMes"]) ? $_POST["listaMes"] : $mesAtu;
|
|
|
|
|
$_SESSION["listaAno"] = $_POST["listaAno"] ? $_POST["listaAno"] : date('Y');
|
|
|
|
|
$_SESSION["listaServico"] = isset($_POST["listaServico"]) ? $_POST["listaServico"] : 0;
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
//carrega dacs
|
|
|
|
|
$dacs = GetDac($dbcon, $_SESSION["listaDacs"]);
|
|
|
|
|
$_SESSION[SSdacDesc] = GetDacDesc($dbcon, $_SESSION["listaDacs"]);
|
|
|
|
|
|
|
|
|
|
// carrega lista de identificadores das rotas
|
|
|
|
|
$listaServico = GetIdentRota($dbcon, $_SESSION["listaServico"]);
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
$listaMes = GetMes((int) $_SESSION["listaMes"], 0, 0);
|
|
|
|
|
$ano = GetAno($_SESSION["listaAno"]);
|
|
|
|
|
|
|
|
|
|
//emite relatorio
|
|
|
|
|
$dac = $_SESSION["listaDacs"];
|
|
|
|
|
$codMes = $_SESSION["listaMes"];
|
|
|
|
|
|
|
|
|
|
$dados = array();
|
|
|
|
|
$mediaOf = array();
|
|
|
|
|
$sum = array();
|
|
|
|
|
$somaOf = array();
|
|
|
|
|
|
|
|
|
|
//dados da sumarização relatorio
|
|
|
|
|
if (IsPostBack() && $isValid) {
|
|
|
|
|
if (!$_SESSION["listaDacs"]) {
|
|
|
|
|
$isValid = 0;
|
|
|
|
|
$msg = "Selecione um Dispositivo!";
|
|
|
|
|
} else {
|
|
|
|
|
$query = GetQuerySum($_SESSION[SSdacDesc], $codMes, $_SESSION["listaAno"]);
|
|
|
|
|
$result = @pg_query($dbcon, $query);
|
|
|
|
|
|
|
|
|
|
$i = 0;
|
|
|
|
|
$imp = 0;
|
|
|
|
|
while ($sum[$i] = @pg_fetch_array($result)) {
|
|
|
|
|
$i++;
|
|
|
|
|
$imp++;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$sumTotalAb = 0;
|
|
|
|
|
for ($i = 0; $i < count($sum[0]); $i++)
|
|
|
|
|
if ($sum[0][$i])
|
|
|
|
|
$sumTotalAb += $sum[0][$i];
|
|
|
|
|
|
|
|
|
|
$sumTotalAt = 0;
|
|
|
|
|
for ($i = 0; $i < count($sum[1]); $i++)
|
|
|
|
|
if ($sum[1][$i])
|
|
|
|
|
$sumTotalAt += $sum[1][$i];
|
|
|
|
|
|
|
|
|
|
$sumTotalIe = 0;
|
|
|
|
|
for ($i = 0; $i < count($sum[2]); $i++)
|
|
|
|
|
if ($sum[2][$i])
|
|
|
|
|
$sumTotalIe += $sum[2][$i];
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
//dados do relatorio
|
|
|
|
|
$result = @pg_query($dbcon, GetQuery($_SESSION[SSdacDesc], $codMes, $_SESSION["listaAno"]));
|
|
|
|
|
|
|
|
|
|
$i = 0;
|
|
|
|
|
while ($dados[$i] = @pg_fetch_row($result))
|
|
|
|
|
$i++;
|
|
|
|
|
|
|
|
|
|
$somaOf = array(0.0, 0.0, 0.0, 0.0, 0.0, 0.0, 0.0, 0, 0, 0, 0, 0);
|
|
|
|
|
foreach ($dados as $value) {
|
|
|
|
|
$somaOf[0] += $value[1]; //oferecidas
|
|
|
|
|
$somaOf[1] += $value[2]; //atendidas_ura
|
|
|
|
|
$somaOf[2] += $value[3]; //transbordo Entrada
|
|
|
|
|
$somaOf[3] += $value[4]; //transbordo Saida
|
|
|
|
|
$somaOf[4] += $value[5]; //abandonadas
|
|
|
|
|
$somaOf[5] += $value[6]; //atendidas ramal
|
|
|
|
|
$somaOf[6] += $value[7]; //atendidas pa
|
|
|
|
|
$somaOf[7] += $value[8]; //atendiadas 30
|
|
|
|
|
$somaOf[8] += $value[9]; //transferidas
|
|
|
|
|
$somaOf[9] += $value[10]; //fila em espera
|
|
|
|
|
|
|
|
|
|
$somaOf[10] += $value[21]; //TEMPO_ESPERA
|
|
|
|
|
$somaOf[11] += $value[22]; //TEMPO_ATENDIMENTO
|
|
|
|
|
$somaOf[12] += $value[23]; //TEMPO_ABANDONO
|
|
|
|
|
}
|
|
|
|
|
$mediaOf = array();
|
|
|
|
|
if ($i > 0) {
|
|
|
|
|
$mediaOf[0] = round($somaOf[0] / $i, 0); //oferecidas
|
|
|
|
|
$mediaOf[1] = round($somaOf[1] / $i, 0); //atendidas_ura
|
|
|
|
|
$mediaOf[2] = round($somaOf[2] / $i, 0); //transbordo Entrada
|
|
|
|
|
$mediaOf[3] = round($somaOf[3] / $i, 0); //transbordo Saida
|
|
|
|
|
$mediaOf[4] = round($somaOf[4] / $i, 0); //abandonadas
|
|
|
|
|
$mediaOf[5] = round($somaOf[5] / $i, 0); //atendidas ramal
|
|
|
|
|
$mediaOf[6] = round($somaOf[6] / $i, 0); //atendidas pa
|
|
|
|
|
$mediaOf[7] = round($somaOf[7] / $i, 0); //atendiadas 30
|
|
|
|
|
$mediaOf[8] = round($somaOf[8] / $i, 0); //transferidas
|
|
|
|
|
$mediaOf[9] = round($somaOf[9] / $i, 0); //fila em espera
|
|
|
|
|
|
|
|
|
|
$mediaOf[10] = SecondToStrTime($somaOf[9] ? round($somaOf[10] / $somaOf[9], 0) : 0); //espera
|
|
|
|
|
$mediaOf[11] = SecondToStrTime($somaOf[6] ? round($somaOf[11] / $somaOf[6], 0) : 0); //atendimento
|
|
|
|
|
$mediaOf[12] = SecondToStrTime($somaOf[4] ? round($somaOf[12] / $somaOf[4], 0) : 0); //abandono
|
|
|
|
|
|
|
|
|
|
$oferTotal = $somaOf[0]; // total de chamadas oferecidas.
|
|
|
|
|
$abdTotal = $somaOf[4]; //total de chamadas abandonadas.
|
|
|
|
|
/*
|
|
|
|
|
* N<EFBFBD>vel de servi<EFBFBD>o:
|
|
|
|
|
* <EFBFBD> calculado pela rela<EFBFBD><EFBFBD>o entre chamadas atendidas at<EFBFBD> 30s pela soma total das
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* chamadas atendidas no pa + o total de abandonadas.
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* Atendidas-30 / (atendidas-pa + abandonadas) * 100.0;
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$atendida30Total = $somaOf[7];
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$atdPaAbd = $somaOf[6] + $somaOf[4];
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$mediaOf[13] = $atdPaAbd > 0 ? ($atendida30Total / $atdPaAbd) * 100.0 : 0;
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$mediaOf[13] = round($mediaOf[13], 2); //NS
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/*
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* Indice de abandono:
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* <EFBFBD> o simples percentual de chamadas abandonadas em relacao as ofereciadas.
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$mediaOf[14] = $oferTotal > 0 ? ($abdTotal / $oferTotal) * 100.0 : 0;
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$mediaOf[14] = round($mediaOf[14], 2); //IAB
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/*
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* Indice de Atendimento:
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* <EFBFBD> o percentual de chamadas que foram atendidas sem ficar em espera em reala<EFBFBD><EFBFBD>o
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* ao total de chamdas oferecidas na fila.
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$abdEspera = $somaOf[4] + $somaOf[9];
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$mediaOf[15] = !$oferTotal ? 0 : (($oferTotal - $abdEspera) * 100.0) / $oferTotal;
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$mediaOf[15] = round($mediaOf[15], 2); //IE
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}
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//guarda query relatorio para impressao
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$_SESSION["SSquerySumRm"] = $sum;
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$_SESSION["sumTotalAbRm"] = $sumTotalAb;
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$_SESSION["sumTotalAtRm"] = $sumTotalAt;
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$_SESSION["sumTotaletRm"] = $sumTotalIe;
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$_SESSION["SSdadosRm"] = $dados;
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$_SESSION["somaOfRm"] = $somaOf;
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$_SESSION["mediaOfRm"] = $mediaOf;
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$erro = "";
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if (pg_last_error($dbcon))
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$erro = "Ocorreram erros durante a opera<EFBFBD><EFBFBD>o.";
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}
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}//post back
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//if(IsAdmin()) echo sprintf("Tempo Atendimento: %s Atendidas: %s Media: %s", $somaOf[11], $somaOf[6], $somaOf[11] / $somaOf[6]);
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if (!$isValid)
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$jsStartup[] = "alert('$msg');";
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$smarty->assign('imp', $imp);
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$smarty->assign('ano', $ano);
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$smarty->assign('dacs', $dacs);
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$smarty->assign('meses', $listaMes);
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$smarty->assign('somaOf', $somaOf);
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$smarty->assign('mediaOf', $mediaOf);
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$smarty->assign('dados', $dados);
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$smarty->assign('sum', $sum);
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$smarty->assign('sumTotalAb', $sumTotalAb);
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$smarty->assign('sumTotalAt', $sumTotalAt);
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$smarty->assign('sumTotalIe', $sumTotalIe);
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$smarty->assign('erro', $erro);
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$smarty->assign('listaServico', $listaServico);
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|
GetTemplate($smarty, 'callcenter/relatorios/metas/relMetricaMes.tpl');
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function GetQuery($dac, $codMes, $ano) {
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$mes = str_pad($codMes, 2, '0', STR_PAD_LEFT);
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$iniMes = "$ano-$mes-01";
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$fimMes = "$ano-$mes-" . GetLastDayofMonth($ano, $mes);
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|
$servico = $_SESSION["listaServico"];
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$query = "SELECT
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DIA
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,OFERECIDAS
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,ATENDIDAS_URA
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,TRANSBORDADA
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,TRANSBORDANDO
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,ABANDONADAS
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,ATENDIDAS_FILA
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,ATENDIDAS_PA
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,ATENDIDAS_30
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,TRANSFERIDAS
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,ESPERA
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,round( CASE WHEN(ESPERA = 0)THEN 0 ELSE (TEMPO_ESPERA / ESPERA) END ) * INTERVAL '1 SECOND' AS TME
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,round( CASE WHEN(ATENDIDAS_PA = 0)THEN 0 ELSE (TEMPO_ATENDIMENTO / ATENDIDAS_PA)END) * INTERVAL '1 SECOND' AS TMA
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|
,round(CASE WHEN(ABANDONADAS = 0)THEN 0 ELSE (TEMPO_ABANDONO / ABANDONADAS) END) * INTERVAL '1 SECOND' AS TMAB
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,(CASE WHEN((ATENDIDAS_PA::FLOAT + ABANDONADAS::FLOAT) = 0)THEN 0 ELSE ATENDIDAS_30::FLOAT / (ATENDIDAS_PA::FLOAT + ABANDONADAS::FLOAT) END * 100)::numeric(5,2) as INB
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,(CASE WHEN(OFERECIDAS::FLOAT = 0)THEN 0 ELSE (ABANDONADAS::FLOAT / OFERECIDAS::FLOAT) END * 100)::numeric(5,2) as IAB
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,(CASE WHEN(OFERECIDAS::INT = 0)THEN 0 ELSE ((OFERECIDAS::FLOAT - (ABANDONADAS::FLOAT + ESPERA::FLOAT))) / (OFERECIDAS::FLOAT / 100.0)::FLOAT END)::numeric(5,2) as IE
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,0 AS OCUPADAS
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,0 AS RECEBIDAS_PESSOALMENTE
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,0 AS ATENDIMENTO_URA
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,0 AS ICO
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,TEMPO_ESPERA
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,TEMPO_ATENDIMENTO
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,TEMPO_ABANDONO
|
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|
|
FROM (
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|
select extract(day from a.data_bilhete) as dia
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|
|
,SUM (CASE WHEN EVENTO in('ABANDON', 'COMPLETEAGENT','COMPLETECALLER','TRANSFER','TRANSBORDANDO') THEN 1 ELSE 0 END) AS OFERECIDAS
|
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|
|
,0 AS ATENDIDAS_URA
|
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|
,SUM (CASE WHEN EVENTO = 'ABANDON' THEN 1 ELSE 0 END) AS ABANDONADAS
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND SUBSTRING(AGENTE,1,5) <> 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_FILA
|
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|
|
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND SUBSTRING(AGENTE,1,5) = 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_PA
|
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|
|
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND strtoint(param1) <= '30' AND SUBSTRING(AGENTE,1,5) = 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_30
|
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|
|
|
,SUM (CASE WHEN (EVENTO = 'TRANSFER') THEN 1 ELSE 0 END) AS TRANSFERIDAS
|
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|
|
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN 1 ELSE 0 END) AS ESPERA
|
|
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|
|
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN strtoint(param1) ELSE 0 END) AS TEMPO_ESPERA
|
|
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|
|
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') THEN strtoint(param2) ELSE 0 END) AS TEMPO_ATENDIMENTO
|
|
|
|
|
,SUM (CASE WHEN EVENTO = 'ABANDON' THEN strtoint(param3) ELSE 0 END) AS TEMPO_ABANDONO
|
|
|
|
|
,SUM (CASE WHEN EVENTO IN ('TRANSBORDANDO') THEN 1 ELSE 0 END) AS TRANSBORDANDO
|
|
|
|
|
,SUM (case when EVENTO = 'TRANSBORDADO' THEN 1 else 0 end) AS TRANSBORDADA
|
|
|
|
|
from pbx_bilhetes a, pbx_eventos_dacs b
|
|
|
|
|
where b.uid2 = a.uniqueid
|
|
|
|
|
AND b.evento in ('ABANDON','COMPLETEAGENT','COMPLETECALLER', 'CONNECT','ENTERQUEUE','TRANSFER', 'TRANSBORDANDO', 'TRANSBORDADO')
|
|
|
|
|
AND a.data_bilhete >= '$iniMes'
|
|
|
|
|
AND a.data_bilhete <= '$fimMes'
|
|
|
|
|
AND a.lastapp <> 'Transferred Call'
|
|
|
|
|
AND b.fila = '$dac'\n";
|
|
|
|
|
if ($servico) {
|
|
|
|
|
//$query .= " AND substring(a.clid,2,3) = '$servico'";
|
|
|
|
|
$query .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$query .= " group by a.data_bilhete order by a.data_bilhete) as dados";
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
// if(IsAdmin()){ echo $query; exit;}
|
|
|
|
|
return $query;
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
function GetQuerySum($dac, $codMes, $ano) {
|
|
|
|
|
$mes = str_pad($codMes, 2, '0', STR_PAD_LEFT);
|
|
|
|
|
$iniMes = "$ano-$mes-01";
|
|
|
|
|
$fimMes = "$ano-$mes-" . GetLastDayofMonth($ano, $mes);
|
|
|
|
|
$servico = $_SESSION["listaServico"];
|
|
|
|
|
$query = "SELECT 'ab' as tipo
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) <= 10)) THEN 1 ELSE 0 END) as ATE_10
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) > 10) AND (strtoint(param3) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) > 20) AND (strtoint(param3) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) > 30) AND (strtoint(param3) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) > 60) AND (strtoint(param3) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) > 120) AND (strtoint(param3) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) > 180) AND (strtoint(param3) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param3) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
|
|
|
|
|
FROM (
|
|
|
|
|
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA
|
|
|
|
|
,a.calldate
|
|
|
|
|
,b.fila
|
|
|
|
|
,b.evento
|
|
|
|
|
,b.param1
|
|
|
|
|
,b.param2
|
|
|
|
|
,b.param3
|
|
|
|
|
,b.param4
|
|
|
|
|
FROM pbx_eventos_dacs b, pbx_bilhetes a
|
|
|
|
|
where a.uniqueid = b.uid2
|
|
|
|
|
and a.lastapp <> 'Transferred Call'
|
|
|
|
|
and b.evento = 'ABANDON'
|
|
|
|
|
and a.data_bilhete >= '$iniMes'
|
|
|
|
|
and a.data_bilhete <= '$fimMes'
|
|
|
|
|
and b.fila = '$dac'\n";
|
|
|
|
|
if ($servico) {
|
|
|
|
|
$query .= " AND substring(clid,2,3) = '$servico'";
|
|
|
|
|
$query .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
|
|
|
|
|
}
|
|
|
|
|
$query .= " ) AS DADOS
|
|
|
|
|
UNION ALL
|
|
|
|
|
SELECT 'at' as tipo
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
|
|
|
|
|
FROM (
|
|
|
|
|
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,
|
|
|
|
|
b.evento,b.param1,b.param2,b.param3,b.param4
|
|
|
|
|
FROM pbx_eventos_dacs b, pbx_bilhetes a
|
|
|
|
|
WHERE a.uniqueid = b.uid2 and a.lastapp <> 'Transferred Call'
|
|
|
|
|
AND b.evento IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER')
|
|
|
|
|
AND a.data_bilhete >= '$iniMes'
|
|
|
|
|
AND a.data_bilhete <= '$fimMes'
|
|
|
|
|
AND b.fila = '$dac'\n";
|
|
|
|
|
if ($servico) {
|
|
|
|
|
$query .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
|
|
|
|
|
}
|
|
|
|
|
|
|
|
|
|
$query .= " ) AS DADOS
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
UNION ALL
|
|
|
|
|
SELECT 'ie' as tipo
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
|
|
|
|
|
,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
|
|
|
|
|
|
|
|
|
|
FROM (
|
|
|
|
|
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,
|
|
|
|
|
b.evento,b.param1,b.param2,b.param3,b.param4
|
|
|
|
|
FROM pbx_eventos_dacs b, pbx_bilhetes a
|
|
|
|
|
WHERE a.uniqueid = b.uid2
|
|
|
|
|
and a.lastapp <> 'Transferred Call'
|
|
|
|
|
and b.evento = 'CONNECT'
|
|
|
|
|
AND strtoint(param1) > 3
|
|
|
|
|
AND a.data_bilhete >= '$iniMes'
|
|
|
|
|
AND a.data_bilhete <= '$fimMes'
|
|
|
|
|
AND b.fila = '$dac'\n";
|
|
|
|
|
if ($servico) {
|
|
|
|
|
$query .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($servico));
|
|
|
|
|
}
|
|
|
|
|
$query .= " ) AS DADOS ORDER BY 1 ";
|
|
|
|
|
//if(IsAdmin()){ echo $query; exit; }
|
|
|
|
|
return $query;
|
|
|
|
|
}
|
|
|
|
|
*/
|
|
|
|
|
?>
|