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ajuste no script SQL, para otimizar o tempo de retorno da consulta

master
douglas.strappasson 1 year ago
parent
c70ccc31e8
commit
cd9cba8589
1 changed files with 149 additions and 58 deletions
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  1. 207
      relatorios/callcenter/geral/desempenhoOperacao.php

207
relatorios/callcenter/geral/desempenhoOperacao.php
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@ -103,65 +103,156 @@
$fimMes = "$ano-$mes-" . GetLastDayofMonth($ano, $mes);
$dac = $this->___dac;
$query = "SELECT FILA, date_part('day',DATA) AS DATA
,OFERECIDAS
,ATENDIDAS_URA
,ABANDONADAS
,ATENDIDAS_FILA
,ATENDIDAS_PA
,ORIGINADAS_PA
,ATENDIDAS_30
,TRANSFERIDAS
,ESPERA
,round( CASE WHEN(ESPERA = 0)THEN 0 ELSE (TEMPO_ESPERA / ESPERA) END ) * INTERVAL '1 SECOND' AS TME
,round( CASE WHEN(ATENDIDAS_PA = 0)THEN 0 ELSE (TEMPO_ATENDIMENTO / ATENDIDAS_PA)END) * INTERVAL '1 SECOND' AS TMA
,round(CASE WHEN(ABANDONADAS = 0)THEN 0 ELSE (TEMPO_ABANDONO / ABANDONADAS) END) * INTERVAL '1 SECOND' AS TMAB
,(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
,(CASE WHEN(OFERECIDAS::FLOAT = 0)THEN 0 ELSE (ABANDONADAS::FLOAT / OFERECIDAS::FLOAT) END * 100)::numeric(5,2) as IAB
,TEMPO_ESPERA
,TEMPO_ATENDIMENTO
,TEMPO_ORIGINADAS
,TEMPO_ABANDONO
,TRANSBORDADA
,TRANSBORDANDO
FROM (
$query = "WITH DADOS_BRUTOS AS (
SELECT
a.data_bilhete AS DATA,
a.data_bilhete,
b.fila,
CASE
WHEN (
EXISTS (
SELECT ''
FROM pbx_bilhetes
WHERE data_bilhete = a.data_bilhete
AND accountcode = a.uniqueid
AND evento IN ('COMPLETEAGENT', 'COMPLETECALLER', 'COMPLETAAGENT', 'COMPLETACALLER')
)
) THEN
CASE
WHEN (b.evento IN ('COMPLETEAGENT', 'COMPLETECALLER')) THEN 'TRANSFER'
ELSE 'TRANSFERORIG'
END
ELSE b.evento
END AS evento,
CASE
WHEN (
b.evento = 'TRANSBORDADO'
OR (
(b.evento = 'ENTERQUEUE')
AND EXISTS (
SELECT ''
FROM ast_eventos_dacs
WHERE uid2 = b.uid2
AND fila <> b.fila
AND evento = 'EXITWITHTIMEOUT'
AND b.id > id
)
)
) THEN 1
ELSE 0
END AS transbordada,
b.param1,
b.param2,
b.param3,
b.param4,
b.agente,
(
SELECT COUNT(*)
FROM pbx_bilhetes_complemento
WHERE uniqueid2 = a.uniqueid
AND direcao = 'ura'
) AS ura,
a.uniqueid
FROM pbx_eventos_dacs b
INNER JOIN pbx_bilhetes a ON a.uniqueid = b.uid2
AND a.lastapp <> 'Transferred Call'
INNER JOIN pbx_dacs d ON d.nome = b.fila
WHERE b.evento IN (
'ABANDON', 'COMPLETEAGENT', 'COMPLETECALLER', 'COMPLETAAGENT', 'COMPLETACALLER',
'CONNECT', 'ENTERQUEUE', 'TRANSFER', 'TRANSFERORIG', 'EXITWITHTIMEOUT', 'TRANSBORDANDO',
'TRANSBORDADO', 'BUSYS', 'NOANSWERS'
)
AND a.data_bilhete >= '$iniMes'
AND a.data_bilhete <= '$fimMes'
AND d.id = '$dac'
AND (
1 = CASE
WHEN (b.evento = 'ABANDON') THEN
CASE
WHEN (
NOT EXISTS (
SELECT ''
FROM ast_eventos_dacs
WHERE uid2 = b.uid2
AND evento = 'TRANSBORDANDO'
AND fila = b.fila
)
) THEN 1
ELSE 0
END
ELSE 1
END
)
),
DADOS_INTERMEDIARIOS AS (
SELECT
FILA,
DATE_PART('day', DATA) AS DATA,
SUM(CASE WHEN EVENTO IN ('ABANDON', 'COMPLETEAGENT', 'COMPLETECALLER', 'TRANSFER', 'TRANSBORDANDO') THEN 1 ELSE 0 END) AS OFERECIDAS,
SUM(CASE WHEN (EVENTO = 'ENTERQUEUE') AND (URA > 0) THEN 1 ELSE 0 END) AS ATENDIDAS_URA,
SUM(CASE WHEN EVENTO = 'ABANDON' THEN 1 ELSE 0 END) AS ABANDONADAS,
SUM(CASE WHEN EVENTO IN ('COMPLETEAGENT', 'COMPLETECALLER', 'TRANSFER') AND SUBSTRING(AGENTE, 1, 5) <> 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_FILA,
SUM(CASE WHEN EVENTO IN ('COMPLETEAGENT', 'COMPLETECALLER', 'TRANSFER') AND SUBSTRING(AGENTE, 1, 5) = 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_PA,
SUM(CASE WHEN EVENTO IN ('COMPLETAAGENT', 'COMPLETACALLER', 'TRANSFERORIG', 'BUSYS', 'NOANSWERS') THEN 1 ELSE 0 END) AS ORIGINADAS_PA,
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,
SUM(CASE WHEN (EVENTO = 'TRANSFER') OR (EXISTS(SELECT '' FROM pbx_bilhetes WHERE data_bilhete = DADOS_BRUTOS.data_bilhete AND accountcode = DADOS_BRUTOS.uniqueid AND EVENTO IN ('COMPLETEAGENT', 'COMPLETECALLER'))) THEN 1 ELSE 0 END) AS TRANSFERIDAS,
SUM(CASE WHEN EVENTO IN ('CONNECT') AND STRTOINT(PARAM1) > '3' THEN 1 ELSE 0 END) AS ESPERA,
SUM(CASE WHEN EVENTO IN ('CONNECT') AND STRTOINT(PARAM1) > '3' THEN STRTOINT(PARAM1) ELSE 0 END) AS TEMPO_ESPERA,
SUM(CASE WHEN EVENTO IN ('COMPLETEAGENT', 'COMPLETECALLER') AND STRTOINT((CASE WHEN (COALESCE(PARAM2, '') = '') THEN '0' ELSE PARAM2 END)) > '1' THEN STRTOINT(PARAM2) ELSE 0 END) AS TEMPO_ATENDIMENTO,
SUM(CASE WHEN EVENTO IN ('COMPLETAAGENT', 'COMPLETACALLER') AND STRTOINT((CASE WHEN (COALESCE(PARAM2, '') = '') THEN '0' ELSE PARAM2 END)) > '1' THEN STRTOINT(PARAM2) ELSE 0 END) AS TEMPO_ORIGINADAS,
SUM(CASE WHEN EVENTO = 'ABANDON' THEN (CASE WHEN (COALESCE(PARAM3, '') = '') THEN 0 ELSE PARAM3::INT END) ELSE 0 END) AS TEMPO_ABANDONO,
SUM(CASE WHEN EVENTO IN ('EXITWITHTIMEOUT', 'TRANSBORDANDO') THEN 1 ELSE 0 END) AS TRANSBORDANDO,
SUM(transbordada) AS TRANSBORDADA
FROM DADOS_BRUTOS
GROUP BY FILA, DATA
),
AGREGADOS AS (
SELECT
FILA,
DATA,
SUM(OFERECIDAS) AS OFERECIDAS,
SUM(ATENDIDAS_URA) AS ATENDIDAS_URA,
SUM(ABANDONADAS) AS ABANDONADAS,
SUM(ATENDIDAS_FILA) AS ATENDIDAS_FILA,
SUM(ATENDIDAS_PA) AS ATENDIDAS_PA,
SUM(ORIGINADAS_PA) AS ORIGINADAS_PA,
SUM(ATENDIDAS_30) AS ATENDIDAS_30,
SUM(TRANSFERIDAS) AS TRANSFERIDAS,
SUM(ESPERA) AS ESPERA,
SUM(TEMPO_ESPERA) AS TEMPO_ESPERA,
SUM(TEMPO_ATENDIMENTO) AS TEMPO_ATENDIMENTO,
SUM(TEMPO_ORIGINADAS) AS TEMPO_ORIGINADAS,
SUM(TEMPO_ABANDONO) AS TEMPO_ABANDONO,
SUM(TRANSBORDANDO) AS TRANSBORDANDO,
SUM(TRANSBORDADA) AS TRANSBORDADA
FROM DADOS_INTERMEDIARIOS
GROUP BY FILA, DATA
)
SELECT
FILA
,DATA
,SUM (CASE WHEN EVENTO in('ABANDON', 'COMPLETEAGENT','COMPLETECALLER','TRANSFER','TRANSBORDANDO') THEN 1 ELSE 0 END) AS OFERECIDAS
,SUM (CASE WHEN (EVENTO = 'ENTERQUEUE') AND (URA > 0) THEN 1 ELSE 0 END) AS ATENDIDAS_URA
,SUM (CASE WHEN EVENTO = 'ABANDON' THEN 1 ELSE 0 END) AS ABANDONADAS
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND SUBSTRING(AGENTE,1,5) <> 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_FILA
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND SUBSTRING(AGENTE,1,5) = 'Agent' THEN 1 ELSE 0 END) AS ATENDIDAS_PA
,SUM (CASE WHEN EVENTO IN ('COMPLETAAGENT','COMPLETACALLER','TRANSFERORIG','BUSYS','NOANSWERS') THEN 1 ELSE 0 END) AS ORIGINADAS_PA
,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
,SUM (CASE WHEN((EVENTO = 'TRANSFER') or (exists(select '' from pbx_bilhetes where data_bilhete = dados.data_bilhete and accountcode = dados.uniqueid and evento in('COMPLETEAGENT','COMPLETECALLER')))) THEN 1 ELSE 0 END) AS TRANSFERIDAS
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN 1 ELSE 0 END) AS ESPERA
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN strtoint(param1) ELSE 0 END) AS TEMPO_ESPERA
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') AND strtoint(( case when(coalesce(param2, '') = '')then '0' else param2 end )) > '1' THEN strtoint(param2) ELSE 0 END) AS TEMPO_ATENDIMENTO
,SUM (CASE WHEN EVENTO IN ('COMPLETAAGENT','COMPLETACALLER') AND strtoint(( case when(coalesce(param2, '') = '')then '0' else param2 end )) > '1' THEN strtoint(param2) ELSE 0 END) AS TEMPO_ORIGINADAS
,SUM (CASE WHEN EVENTO = 'ABANDON' THEN (CASE WHEN(coalesce(param3, '') = '')THEN 0 ELSE param3::int END) ELSE 0 END) AS TEMPO_ABANDONO
,SUM (CASE WHEN EVENTO IN('EXITWITHTIMEOUT', 'TRANSBORDANDO') THEN 1 ELSE 0 END) AS TRANSBORDANDO
,SUM (transbordada) AS TRANSBORDADA
FROM (
SELECT
a.data_bilhete AS DATA, a.data_bilhete,b.fila,
case when(exists(select '' from pbx_bilhetes where data_bilhete = a.data_bilhete and accountcode = a.uniqueid and evento in('COMPLETEAGENT','COMPLETECALLER','COMPLETAAGENT','COMPLETACALLER')))then ( case when(b.evento in('COMPLETEAGENT','COMPLETECALLER'))then 'TRANSFER' else 'TRANSFERORIG' end) else b.evento end as evento,
case when((evento = 'TRANSBORDADO') OR ((evento = 'ENTERQUEUE') and exists(select '' from ast_eventos_dacs where uid2 = b.uid2 and fila <> b.fila and evento = 'EXITWITHTIMEOUT' and b.id > id)))then 1 else 0 end as transbordada
,b.param1,b.param2,b.param3,b.param4,b.agente,
(select count(*) from pbx_bilhetes_complemento where uniqueid2 = a.uniqueid and direcao = 'ura') as ura, a.uniqueid
FROM pbx_eventos_dacs b
INNER JOIN pbx_bilhetes a on a.uniqueid = b.uid2 and a.lastapp <> 'Transferred Call'
INNER JOIN pbx_dacs d on d.nome = b.fila
WHERE b.evento in ('ABANDON','COMPLETEAGENT','COMPLETECALLER', 'COMPLETAAGENT','COMPLETACALLER','CONNECT','ENTERQUEUE','TRANSFER','TRANSFERORIG', 'EXITWITHTIMEOUT', 'TRANSBORDANDO', 'TRANSBORDADO','BUSYS','NOANSWERS')
AND a.data_bilhete >= '$iniMes'
AND a.data_bilhete <= '$fimMes'
AND d.id = '$dac'
AND 1 = CASE WHEN(b.evento = 'ABANDON')then (case when(not exists(select '' from ast_eventos_dacs where uid2 = b.uid2 and evento = 'TRANSBORDANDO' and fila = b.fila)) then 1 else 0 end) else 1 end
) AS DADOS
GROUP BY FILA, DATA
) AS DADOS ORDER BY 2";
FILA,
DATA,
OFERECIDAS,
ATENDIDAS_URA,
ABANDONADAS,
ATENDIDAS_FILA,
ATENDIDAS_PA,
ORIGINADAS_PA,
ATENDIDAS_30,
TRANSFERIDAS,
ESPERA,
ROUND(CASE WHEN ESPERA = 0 THEN 0 ELSE (TEMPO_ESPERA / ESPERA) END) * INTERVAL '1 SECOND' AS TME,
ROUND(CASE WHEN ATENDIDAS_PA = 0 THEN 0 ELSE (TEMPO_ATENDIMENTO / ATENDIDAS_PA) END) * INTERVAL '1 SECOND' AS TMA,
ROUND(CASE WHEN ABANDONADAS = 0 THEN 0 ELSE (TEMPO_ABANDONO / ABANDONADAS) END) * INTERVAL '1 SECOND' AS TMAB,
(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,
(CASE WHEN OFERECIDAS::FLOAT = 0 THEN 0 ELSE (ABANDONADAS::FLOAT / OFERECIDAS::FLOAT) END * 100)::NUMERIC(5,2) AS IAB,
TEMPO_ESPERA,
TEMPO_ATENDIMENTO,
TEMPO_ORIGINADAS,
TEMPO_ABANDONO,
TRANSBORDADA,
TRANSBORDANDO
FROM AGREGADOS
ORDER BY DATA;";
$subQuery = "SELECT date_part('day', COALESCE(entrada_pausa, login)::DATE) AS data,
COUNT(entrada_pausa) AS numPausa,

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