<?php
/***************************************************************************
*
* Metricas Diaria Anual
* Autor
* Lucas Awade
*
* *************************************************************************
Defini<EFBFBD> <EFBFBD> es do Projeto
Nome: RelMetricasDiariaAneel
Data in<EFBFBD> cio: 21/08/2018
Equipe: Amarildo Pereira
Descri<EFBFBD> <EFBFBD> o:
Este relat<EFBFBD> rio tem a finalidade de agregar valores e gerar resultados
em outros afins, com isso s<EFBFBD> o utilizadas formulas para a constru<EFBFBD> <EFBFBD> o dos
mesmos. Al<EFBFBD> m disso, conta com dados utilizados no dia de acordo com os ho-
r<EFBFBD> rios registrados, ainda possui inform<EFBFBD> <EFBFBD> es de TIPICO e ATIPICO conforme
em dados j<EFBFBD> registrados.
Formulas:
-> <EFBFBD> ndice N<EFBFBD> vel de servi<EFBFBD> o [INS]:
<EFBFBD> calculado pela rela<EFBFBD> <EFBFBD> o entre chamadas atendidas at<EFBFBD> 30s pela soma
total das chamadas atendidas no pa + o total de abandonadas.
atendidas_30 / (atendidas-pa + abandonadas) * 100.0;
$atendida30Total = $atendidas30;
$atdPaAbd = $atendidas + $abandonadas;
$ins = $atdPaAbd > 0 ? ($atendida30Total / $atdPaAbd) * 100.0 : 0;
$ins = round($ins, 2); //NS
REPRESENTADA POR:
$row['ins'] = $cr == 0 ? 0 : round((($row["atendidas_30"] / $cr) * 100.0), 2);
-> Indice de abandono [IAB]:
<EFBFBD> o simples percentual de chamadas abandonadas em relacao as ofereciadas.
$iab = $oferTotal > 0 ? ($abdTotal / $oferTotal) * 100.0 : 0;
$iab = round($iab, 2);
*
REPRESENTADA POR:
$row['iab'] = ($row["atendidas_30"] + $row["abandonadas31"]) == 0 ? 0 : round((($row["abandonadas31"] / ($row["atendidas_30"] + $row["abandonadas31"])) * 100.0), 2);
-> Indice de Chamadas Oferecidas [ICO]:
Foi representado por 0.
* *************************************************************************
* Copyright (c) 2018, Simples IP
* *************************************************************************/
include_once 'util/relatoriosBase.php';
require_once("desvioPadrao.php");
class RelMetricasDiariaAneel extends Relatorios {
public function __construct($idProg, $dbcon, $incDac) {
parent::__construct($idProg, $dbcon, $incDac);
$this->___dac = isset($_POST['listaDacs']) ? $_POST['listaDacs'] : 0;
}
function ___ValidaForm() {
if (!IsPostBack()) {
return;
}
if ($this->GetIncDac() & & !StrToIntDef($this->___dac)) {
GeraExcept('Informe uma Fila!');
}
if (!is_date($this->___dataIni)) {
GeraExcept('A "Data" informada <EFBFBD> inv<EFBFBD> lida!');
}
}
function ___FiltrosRelatorio() {
if ($this->___media != MEDIA_PRINT_GRID) {
/*
* Recupera os filtros da sess<EFBFBD> o do usu<EFBFBD> rio.
*/
list($this->___dac, $this->___dataIni) = $_SESSION["SSstorageFiltros"];
$fltCsv = array();
if ($this->GetIncDac()) {
$fltCsv[] = 'Fila:' . GetDacDesc($this->GetDbCon(), $this->___dac);
}
$fltCsv[] = "Data Inicial:" . $this->___dataIni;
$fltCsv[] = "Data Final:" . $this->___dataIni;
$fltCsv[] = "Data Emissao:" . date('d/m/Y H:i:s');
$fltCsv[] = "Emitido Por:" . GetLogin();
return $fltCsv;
}
if ($this->GetIncDac()) {
$dacs = GetDac($this->GetDbCon(), $this->___dac, "", 0, 1, 0, 0, 1);
}
$lkPrint = "";
if ($this->___dac > 0) {
$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 > ';
$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 > ";
$lkPrint .= sprintf($prtHtml, $this->GetidProg(), MEDIA_PRINT_HTML, $this->___tipoRelatorio, substr(LimpaString(GetDispProgSel($this->GetIdProg())), 0, 20), 'print.gif');
$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_EXCEL, $this->___tipoRelatorio, 'prt-xls.png');
$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_PDF, $this->___tipoRelatorio, 'prt-pdf.png');
$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_CSV, $this->___tipoRelatorio, 'prt-csv.png');
}
$tipoRel = !$this->___tipoRelatorio ? '' : 'checked="checked"';
/*
* Personalise esta fun<EFBFBD> <EFBFBD> o se necessitar de outras op<EFBFBD> <EFBFBD> es de filtro.
*/
$filtro = '< table border = "0" cellspacing = "1" cellpadding = "1" > ';
/*
* Rotulos.
*/
$filtro .= '< tr > ';
if ($this->GetIncDac())
$filtro .= '< td > Fila< / td > ';
$filtro .= '< td > Data < / td > ';
$filtro .= '< td align = "center" valign = "middle" > < / td > ';
$filtro .= '< / tr > ';
/*
* Valores.
*/
$filtro .= '< tr > ';
if ($this->GetIncDac())
$filtro .= sprintf('< td > %s< / td > ', $dacs);
$filtro .= '< td > < input name = "dataIni" id = "dataIni" type = "text" size = "15" maxlength = "10" value = "%s" onkeyup = "formataData(this)" title = "dd/mm/aaaa" > < / td > ';
$filtro .= '< td > < input type = "submit" name = "btConsulta" id = "btConsulta" value = "Consultar" > < / td > ';
$filtro .= '< td > %s< / td > ';
$filtro .= '< / tr > ';
$filtro .= '< / table > ';
/*
* Guarda os filtros passados para recuperar na emiss<EFBFBD> o dos relat?ios para impress<EFBFBD> o.
*/
$_SESSION["SSstorageFiltros"] = array($this->___dac, $this->___dataIni);
return sprintf($filtro, $this->___dataIni, $lkPrint);
}
protected function ___GetDadosDb() {
$data = FormatDtMssql($this->___dataIni);
$dac = $this->___dac;
$query = "SELECT coalesce(I.data,'$data') as data
,h.hora_ini
,case when(h.hora_fim = '23:59:59')then '00:00:00' else h.hora_fim end as hora_fim
,h.periodo
,COALESCE(I.OFERECIDAS,0) AS OFERECIDAS
,COALESCE(I.ATENDIDAS_URA,0) AS ATENDIDAS_URA
,COALESCE(I.ABANDONADAS,0) AS ABANDONADAS
,COALESCE(I.ABANDONADAS30,0) AS ABANDONADAS30
,COALESCE(I.ABANDONADAS31,0) AS ABANDONADAS31
,COALESCE(I.ATENDIDAS_PA,0) AS ATENDIDAS_PA
,COALESCE(I.ATENDIDAS_30,0) AS ATENDIDAS_30
,COALESCE(I.ATENDIDAS_31,0) AS ATENDIDAS_31
,COALESCE(I.TRANSFERIDAS,0) AS TRANSFERIDAS
,COALESCE(I.ESPERA,0) AS ESPERA
,COALESCE(round( CASE WHEN(I.ATENDIDAS_PA = 0)THEN 0 ELSE (I.TEMPO_ATENDIMENTO / I.ATENDIDAS_PA)END),0) * INTERVAL '1 SECOND' AS TMA
,0 AS OCUPADAS
,0 AS RECEBIDAS_PESSOALMENTE
,0 AS ATENDIMENTO_URA
,0 AS ICO
,COALESCE(I.TEMPO_ESPERA,0) AS TEMPO_ESPERA
,COALESCE(I.TEMPO_ATENDIMENTO,0) AS TEMPO_ATENDIMENTO
,COALESCE(I.TEMPO_ABANDONO,0) AS TEMPO_ABANDONO
,COALESCE(I.num_agente,0) AS num_agente
FROM pbx_hora_dia h
left outer join (
SELECT
calldate as data,
hora_ini
,hora_fim
,periodo
,SUM (CASE WHEN EVENTO = 'ENTERQUEUE' THEN 1 ELSE 0 END) AS OFERECIDAS
,SUM (CASE WHEN EVENTO = 'ENTERQUEUE' THEN 1 ELSE 0 END) AS ATENDIDAS_URA
,SUM (CASE WHEN((EVENTO = 'ABANDON'))THEN 1 ELSE 0 END) AS ABANDONADAS
,SUM (CASE WHEN((EVENTO = 'ABANDON') AND (param3::int < = 30) )THEN 1 ELSE 0 END) AS ABANDONADAS30
,SUM (CASE WHEN((EVENTO = 'ABANDON') AND (param3::int > 30) )THEN 1 ELSE 0 END) AS ABANDONADAS31
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') THEN 1 ELSE 0 END) AS ATENDIDAS_PA
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') AND to_number(param1,'999999999') < = '30' THEN 1 ELSE 0 END) AS ATENDIDAS_30
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') AND to_number(param1,'999999999') > '30' THEN 1 ELSE 0 END) AS ATENDIDAS_31
,SUM (CASE WHEN EVENTO IN ('TRANSFER') THEN 1 ELSE 0 END) AS TRANSFERIDAS
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND to_number(param1,'999999999') > '3' THEN 1 ELSE 0 END) AS ESPERA
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND to_number(param1,'999999999') > '1' THEN to_number(param1,'999999999') ELSE 0 END) AS TEMPO_ESPERA
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') AND to_number(param2,'999999999') > '1' THEN to_number(param2,'999999999') ELSE 0 END) AS TEMPO_ATENDIMENTO
,SUM (CASE WHEN( (EVENTO = 'ABANDON') ) THEN to_number(param3,'999999999') ELSE 0 END) AS TEMPO_ABANDONO
,count(distinct agente) as num_agente
FROM (
SELECT
c.hora_ini, c.hora_fim, c.periodo, a.calldate,b.fila,b.evento,b.param1,b.param2,b.param3,b.param4, case when(b.agente = 'NONE')THEN NULL ELSE b.agente END AS agente
FROM pbx_hora_dia c
INNER JOIN pbx_bilhetes a on cast(a.calldate as time) >= c.hora_ini and cast(a.calldate as time) < c.hora_fim and a . lastapp < > 'Transferred Call'
INNER JOIN pbx_eventos_dacs b on b.uid2 = a.uniqueid
INNER JOIN pbx_dacs d on d.nome = b.fila
WHERE b.evento in ('ABANDON','COMPLETEAGENT','COMPLETECALLER', 'CONNECT','ENTERQUEUE','TRANSFER')
AND a.data_bilhete = '$data'
AND d.id = $dac
) AS DADOS
GROUP BY calldate, hora_ini, hora_fim, periodo
) AS I on I.periodo = h.periodo ORDER BY 4";
$result = $this->___GetQuery($query);
$row = pg_fetch_all($result);
$this->SetData($row ? $row : array());
}
protected function ___PreparaCsv() {
global $dbcon;
$dataRel = array();
$filtro = $this->___FiltrosRelatorio();
/*
* Inicia o relat<EFBFBD> rio.
*/
$dataRel[] = GenerateCsvFromArray($filtro);
$dadosCabecalio = array(
$this->___dataIni,
'TIP' ,'CA < = 30','CA > 30','AB < = 30','AB > 30','CO','COF','INS',
'IAB','ICO','TMA','AT'
);
$dadosField = array(
'data','tip','atendidas_30','atendidas_31','abandonadas30',
'abandonadas31','co','oferecidas','ins','iab','ico','tma','num_agente'
);
/*
* Monta a linha de cabecalio.
*/
$dataRel[] = GenerateCsvFromArray($dadosCabecalio);
$ca30 = 0;
$ca31 = 0;
$ab30 = 0;
$ab31 = 0;
$cof = 0;
/*
* Linhas de dados.
*/
foreach ($this->GetData()[0] as $row) {
$row['co'] = 0;
$cr = $row["atendidas_pa"] + $row["abandonadas"];
$row['ins'] = $cr == 0 ? 0 : round((($row["atendidas_30"] / $cr) * 100.0), 2);
$row['iab'] = ($row["atendidas_30"] + $row["abandonadas31"]) == 0 ? 0 : round((($row["abandonadas31"] / ($row["atendidas_30"] + $row["abandonadas31"])) * 100.0), 2);
$row['ico'] = $row['oferecidas'] == 0 ? 0 : round(((0 / $row['oferecidas']) * 100.0), 2);
$mediaCalc = 0;
$desvio = round(GetDesvio(GetDadosDia($dbcon, $this->___dac, $row["data"], $row['periodo']), $mediaCalc));
$mediaCalc = round($mediaCalc);
$row['tip'] = "-";
if ($row['oferecidas'] > 0) {
$diaTipico = 1;
if (($row['oferecidas'] > ($mediaCalc + ($desvio * 2)))) {
$diaTipico = 0;
$row['tip'] = 'ATIPICO';
} else if (($row['oferecidas'] < ($mediaCalc - ($desvio * 2)))) {
$diaTipico = 0;
$row['tip'] = 'ATIPICO';
} else {
$row['tip'] = 'TIPICO';
}
}
if ($diaTipico) {
$mediaIns += ($cr * $row['ins']);
$pesoIns += $cr;
}
if ($diaTipico) {
$mediaIab += ($cr * $row['iab']);
$pesoIab += $cr;
}
if($row['data']){
$row['data'] = $row['hora_ini'].' as '.$row['hora_fim'];
}
$tins = $pesoIns == 0 ? 0 : round($mediaIns / $pesoIns, 2);
$tiab = $pesoIab == 0 ? 0 : round($mediaIab / $pesoIab, 2);
$tico = 0;
$ca30 += $row['atendidas_30'];
$ca31 += $row['atendidas_31'];
$ab30 += $row['abandonadas30'];
$ab31 += $row['abandonadas31'];
$cof += $row['oferecidas'];
// Formata linha de dados.
$linha = array();
foreach ($dadosField as $value) {
$linha[] = $row["$value"];
}
$dataRel[] = GenerateCsvFromArray($linha);
}
$dataRel[] = GenerateCsvFromArray(array('Total ','-' ,$ca30, $ca31, $ab30, $ab31, 0,$cof,'INS','IAB','ICO','-','-'));
$dataRel[] = GenerateCsvFromArray(array('Media Ponderada ', '-', '-', '-', '-', '-','-','-',$tins, $tiab, $tico,'-','-'));
$dataRel[] = GenerateCsvFromArray(array(''));
$dataRel[] = GenerateCsvFromArray(array('INS', 'IAB', 'ICO','CO','COF'));
$dataRel[] = GenerateCsvFromArray(array('Indice de Nivel de Servico', 'Indice Abandonadas', 'Indice de Chamadas Oferecidas','Oferecidas','Oferecidas na Fila'));
$this->___dataRel[] = $dataRel;
}
protected function ___PreparaExcel() {
global $dbcon;
$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(
$this->___dataIni,
'TIP' ,'CA < = 30','CA > 30','AB < = 30','AB > 30','CO','COF','INS',
'IAB','ICO','TMA','AT'
);
$dadosField = array(
'data','tip','atendidas_30','atendidas_31','abandonadas30',
'abandonadas31','co','oferecidas','ins','iab','ico','tma','num_agente'
);
/*
* Monta a linha de cabecalio.
*/
$linha = array('LABEL');
foreach ($dadosCabecalio as $value) {
$linha[] = $value;
}
$dataRel[] = $linha;
$ca30 = 0;
$ca31 = 0;
$ab30 = 0;
$ab31 = 0;
$cof = 0;
/*
* Linhas de dados.
*/
foreach ($this->GetData()[0] as $row) {
$row['co'] = 0;
$cr = $row["atendidas_pa"] + $row["abandonadas"];
$row['ins'] = $cr == 0 ? 0 : round((($row["atendidas_30"] / $cr) * 100.0), 2);
$row['iab'] = ($row["atendidas_30"] + $row["abandonadas31"]) == 0 ? 0 : round((($row["abandonadas31"] / ($row["atendidas_30"] + $row["abandonadas31"])) * 100.0), 2);
$row['ico'] = $row['oferecidas'] == 0 ? 0 : round(((0 / $row['oferecidas']) * 100.0), 2);
$mediaCalc = 0;
$desvio = round(GetDesvio(GetDadosDia($dbcon, $this->___dac, $row["data"], $row['periodo']), $mediaCalc));
$mediaCalc = round($mediaCalc);
$row['tip'] = "-";
if ($row['oferecidas'] > 0) {
$diaTipico = 1;
if (($row['oferecidas'] > ($mediaCalc + ($desvio * 2)))) {
$diaTipico = 0;
$row['tip'] = 'ATIPICO';
} else if (($row['oferecidas'] < ($mediaCalc - ($desvio * 2)))) {
$diaTipico = 0;
$row['tip'] = 'ATIPICO';
} else {
$row['tip'] = 'TIPICO';
}
}
if ($diaTipico) {
$mediaIns += ($cr * $row['ins']);
$pesoIns += $cr;
}
if ($diaTipico) {
$mediaIab += ($cr * $row['iab']);
$pesoIab += $cr;
}
if($row['data']){
$row['data'] = $row['hora_ini'].' as '.$row['hora_fim'];
}
$tins = $pesoIns == 0 ? 0 : round($mediaIns / $pesoIns, 2);
$tiab = $pesoIab == 0 ? 0 : round($mediaIab / $pesoIab, 2);
$tico = 0;
$ca30 += $row['atendidas_30'];
$ca31 += $row['atendidas_31'];
$ab30 += $row['abandonadas30'];
$ab31 += $row['abandonadas31'];
$cof += $row['oferecidas'];
// Formata linha de dados.
$linha = array('DADOS');
foreach ($dadosField as $key) {
$linha[] = $row["$key"];
}
$dataRel[] = $linha;
}
$dataRel[] = array('LABEL', 'Total ','-' ,$ca30, $ca31, $ab30, $ab31, 0,$cof,'INS','IAB','ICO','-','-');
$dataRel[] = array('LABEL', 'Media Ponderada ', '-', '-', '-', '-', '-','-','-',$tins, $tiab, $tico,'-','-');
$dataRel[] = array('DADOS', '');
$dataRel[] = array('LABEL', 'INS', 'IAB', 'ICO','CO','COF');
$dataRel[] = array('DADOS', 'Indice de Nivel de Servico', 'Indice Abandonadas', 'Indice de Chamadas Oferecidas','Oferecidas','Oferecidas na Fila');
$this->___dataRel[] = $dataRel;
}
protected function ___PreparaGrid() {
$dataRel = array();
global $dbcon;
$dadosCabecalio = array(
$this->___dataIni => 'align="center"',
'TIP' => 'align="center"',
'CA < = 30' => 'align="center"',
'CA > 30' => 'align="center"',
'AB < = 30' => 'align="center"',
'AB > 30' => 'align="center"',
'CO' => 'align="center"',
'COF' => 'align="center"',
'INS' => 'align="center"',
'IAB' => 'align="center"',
'ICO' => 'align="center"',
'TMA' => 'align="center"',
'AT' => 'align="center"'
);
$dadosField = array(
'data' => 'align="center"',
'tip' => 'align="center"',
'atendidas_30' => 'align="center"',
'atendidas_31' => 'align="center"',
'abandonadas30' => 'align="center"',
'abandonadas31' => 'align="center"',
'co' => 'align="center"',
'oferecidas' => 'align="center"',
'ins' => 'align="center"',
'iab' => 'align="center"',
'ico' => 'align="center"',
'tma' => 'align="center"',
'num_agente' => 'align="center"'
);
/*
* Inicia o relat<EFBFBD> rio.
*/
$dataRel[] = '< table width = "100%" cellpadding = "2" class = "grid" > ';
/*
* Monta a linha de cabecalio.
*/
$linha = '< tr > ';
foreach ($dadosCabecalio as $key => $value) {
$linha .= sprintf("< th % s > %s< / th > ", $value, $key);
}
$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;
}
$ca30 = 0;
$ca31 = 0;
$ab30 = 0;
$ab31 = 0;
$cof = 0;
$mediaIns = 0;
$pesoIns = 0;
$mediaIab = 0;
$pesoIab = 0;
/*
* Linhas de dados.
*/
foreach ($this->GetData()[0] as $row) {
$row['co'] = 0;
$cr = $row["atendidas_pa"] + $row["abandonadas"];
$row['ins'] = $cr == 0 ? 0 : round((($row["atendidas_30"] / $cr) * 100.0), 2);
$row['iab'] = ($row["atendidas_30"] + $row["abandonadas31"]) == 0 ? 0 : round((($row["abandonadas31"] / ($row["atendidas_30"] + $row["abandonadas31"])) * 100.0), 2);
$row['ico'] = $row['oferecidas'] == 0 ? 0 : round(((0 / $row['oferecidas']) * 100.0), 2);
$mediaCalc = 0;
$desvio = round(GetDesvio(GetDadosDia($dbcon, $this->___dac, $row["data"], $row['periodo']), $mediaCalc));
$mediaCalc = round($mediaCalc);
$row['tip'] = "-";
if ($row['oferecidas'] > 0) {
$diaTipico = 1;
if (($row['oferecidas'] > ($mediaCalc + ($desvio * 2)))) {
$diaTipico = 0;
$row['tip'] = sprintf("< span class = \"atipicoMaior\" title = \"Recebidas: % s M <EFBFBD> dia: $ mediaCalc Desvio: $ desvio \ " > < strong > AT<EFBFBD> PICO< / strong > < / span > ", $row['oferecidas']);
} else if (($row['oferecidas'] < ($mediaCalc - ($desvio * 2)))) {
$diaTipico = 0;
$row['tip'] = sprintf("< span class = \"atipicoMenor\" title = \"Recebidas: % s M <EFBFBD> dia: $ mediaCalc Desvio: $ desvio \ " > < strong > AT<EFBFBD> PICO< / strong > < / span > ", $row['oferecidas']);
} else {
$row['tip'] = sprintf("< span class = \"tipico\" title = \"Recebidas: % s M <EFBFBD> dia: $ mediaCalc Desvio: $ desvio \ " > < strong > T<EFBFBD> PICO< / strong > < / span > ", $row['oferecidas']);
}
}
if ($diaTipico) {
$mediaIns += ($cr * $row['ins']);
$pesoIns += $cr;
}
if ($diaTipico) {
$mediaIab += ($cr * $row['iab']);
$pesoIab += $cr;
}
$tins = $pesoIns == 0 ? 0 : round($mediaIns / $pesoIns, 2);
$tiab = $pesoIab == 0 ? 0 : round($mediaIab / $pesoIab, 2);
$tico = 0;
$ca30 += $row['atendidas_30'];
$ca31 += $row['atendidas_31'];
$ab30 += $row['abandonadas30'];
$ab31 += $row['abandonadas31'];
$cof += $row['oferecidas'];
// Formata linha de dados.
$linha = "< tr > ";
foreach ($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;
}
/*
* Linha de totalizacao.
*/
$linha = '< tr > < th align = "left" colspan = "2" > Total< / th > < th > %s< / th > < th > %s< / th > < th > %s< / th > < th > %s< / th > < th > %s< / th > < th > %s< / th > < th > INS< / th > < th > IAB< / th > < th > ICO< / th > < th colspan = "2" > < / th > < / tr > ';
$dataRel[] = sprintf($linha, $ca30, $ca31, $ab30, $ab31, 0, $cof);
$linha = '< tr > < th colspan = "8" > M<EFBFBD> dia Ponderada< / th > < th > %s< / th > < th > %s< / th > < th > %s< / th > < th colspan = "2" > < / th > < / tr > ';
$linha .= "< / table > ";
$dataRel[] = sprintf($linha, $tins, $tiab, $tico);
/*
* Fecha relatorio.
*/
$linha = '< br > < table width = "30%" cellpadding = "2" class = "grid" > ';
$linha .= "< tr > < th colspan = \"2\" > Legenda< / th > < / tr > ";
$linha .= "< tr > "
. "< th > CO< / th > "
. "< td > Oferecidas< / td > "
. "< tr > < th > COF< / th > "
. "< td > Oferecidas na Fila< / td > < / tr > "
. "< tr > < th > INS< / th > "
. "< td > <EFBFBD> ndice de N<EFBFBD> vel de Servi<EFBFBD> o< / td > < / tr > < / tr > "
. "< tr > < th > IAB< / th > "
. "< td > <EFBFBD> ndice de Abandono< / td > < / tr > < / tr > "
. "< tr > < th > ICO< / th > "
. "< td > <EFBFBD> ndice de Chamadas Oferecidas< / td > < / tr > < / tr > ";
$linha .= '< / table > ';
$dataRel[] = $linha;
$this->___dataRel[] = $dataRel;
}
protected function ___PreparaHtml() {
}
protected function ___PreparaPdf() {
list($this->___dac, $this->___dataIni) = $_SESSION["SSstorageFiltros"];
$this->___dataFim = $this->___dataIni;
$dataRel = array();
$dados = $this->GetData()[0];
global $dbcon;
$dadosCabecalio = array(
$this->___dataIni => 'C',
'TIP' => 'C',
'CA < = 30' => 'C',
'CA > 30' => 'C',
'AB < = 30' => 'C',
'AB > 30' => 'C',
'CO' => 'C',
'COF' => 'C',
'INS' => 'C',
'IAB' => 'C',
'ICO' => 'C',
'TMA' => 'C',
'AT' => 'C'
);
$dadosField = array(
'data' => 'C',
'tip' => 'C',
'atendidas_30' => 'C',
'atendidas_31' => 'C',
'abandonadas30' => 'C',
'abandonadas31' => 'C',
'co' => 'C',
'oferecidas' => 'C',
'ins' => 'C',
'iab' => 'C',
'ico' => 'C',
'tma' => 'C',
'num_agente' => 'C'
);
$x = 0;
foreach ($dados as $row) {
$dados[$x]['co'] = 0;
$cr = $row["atendidas_pa"] + $row["abandonadas"];
$dados[$x]['ins'] = $cr == 0 ? 0 : round((($row["atendidas_30"] / $cr) * 100.0), 2);
$dados[$x]['iab'] = ($row["atendidas_30"] + $row["abandonadas31"]) == 0 ? 0 : round((($row["abandonadas31"] / ($row["atendidas_30"] + $row["abandonadas31"])) * 100.0), 2);
$dados[$x]['ico'] = $row['oferecidas'] == 0 ? 0 : round(((0 / $row['oferecidas']) * 100.0), 2);
$mediaCalc = 0;
$desvio = round(GetDesvio(GetDadosDia($dbcon, $this->___dac, $row["data"], $row['periodo']), $mediaCalc));
$mediaCalc = round($mediaCalc);
$dados[$x]['tip'] = "-";
if ($row['oferecidas'] > 0) {
$diaTipico = 1;
if (($row['oferecidas'] > ($mediaCalc + ($desvio * 2)))) {
$diaTipico = 0;
$dados[$x]['tip'] = "AT<EFBFBD> PICO";
} else if (($row['oferecidas'] < ($mediaCalc - ($desvio * 2)))) {
$diaTipico = 0;
$dados[$x]['tip'] = "AT<EFBFBD> PICO";
} else {
$dados[$x]['tip'] = "T<EFBFBD> PICO";
}
}
if ($diaTipico) {
$mediaIns += ($cr * $dados[$x]['ins']);
$pesoIns += $cr;
}
if ($diaTipico) {
$mediaIab += ($cr * $dados[$x]['iab']);
$pesoIab += $cr;
}
if($row['data']){
$dados[$x]['data'] = $row['hora_ini'].' <EFBFBD> s '.$row['hora_fim'];
}
$tins = $pesoIns == 0 ? 0 : round($mediaIns / $pesoIns, 2);
$tiab = $pesoIab == 0 ? 0 : round($mediaIab / $pesoIab, 2);
$tico = 0;
$ca30 += $row['atendidas_30'];
$ca31 += $row['atendidas_31'];
$ab30 += $row['abandonadas30'];
$ab31 += $row['abandonadas31'];
$cof += $row['oferecidas'];
$x++;
}
$widthHeader = array(30, 15, 15, 15, 15, 15, 12, 12, 12, 12, 12, 15, 12);
$totaliza = array('Total', '-', $ca30, $ca31, $ab30, $ab31, 0, $cof, 'INS', 'IAB', 'ICO', '-', '-');
//Monta o array para passar para o prepara; Necess<EFBFBD> rio passar 6 parametros
$table = array($dadosCabecalio, $dadosField, $dados, $widthHeader, $totaliza, 0);
$total = array('M<EFBFBD> dia Ponderada', '-', '-', '-', '-', '-', '-', '-', $tins, $tiab,$tico, '-', '-');
$totalHeader = array(30, 15, 15, 15, 15, 15, 12, 12, 12, 12, 12, 15, 12);
$table1 = array('', '', '', $totalHeader, $total, 0);
$legendaCabecalio = array(
"INS" => 'C',
"IAB" => 'C',
'ICO' => 'C',
'CO' => 'C',
'COF' => 'C'
);
$legendaField = array(
1 => 'C',
2 => 'C',
3 => 'C',
4 => 'C',
5 => 'C'
);
$legDadosField = array(array(
1 => 'N<EFBFBD> vel de Servi<EFBFBD> o',
2 => '<EFBFBD> ndice de Abandono',
3 => '<EFBFBD> ndice de Chamadas Oferecidas',
4 => 'Oferecidas',
5 => 'Oferecidas na Fila'
)
);
$legendaHeader = array(30,30,40,30,30);
$table2 = array($legendaCabecalio, $legendaField, $legDadosField, $legendaHeader, 0, 1);
$this->___dataRel = array($table,$table1,$table2);
}
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');
}
}
$relMetricasDiariaAneel = new RelMetricasDiariaAneel($idProg, $dbcon, 1);
$relMetricasDiariaAneel->ExecutaRelatorio();
/*
require_once("bd.php");
require_once("desvioPadrao.php");
$isValid = 1;
$msg = '';
//variaveis para manter o estado
$_SESSION["listaDacs"] = isset($_POST["listaDacs"]) ? $_POST["listaDacs"] : GetIdDacPadrao($dbcon, $_SESSION["SSidUser"]);
$_SESSION["data"] = isset($_POST["dataIni"]) ? $_POST["dataIni"] : date('d/m/Y');
//carrega dacs
$dacs = GetDac($dbcon, $_SESSION["listaDacs"]);
$_SESSION[SSdacDesc] = GetDacDesc($dbcon, $_SESSION["listaDacs"]);
//sumarização do relatorio
$dac = $_SESSION["listaDacs"];
$codMes = FormatDtMssql($_SESSION["data"]);
if (IsPostBack()) {
if (!$_SESSION["listaDacs"]) {
$jsStartup[] = "alert('Selecione um Dispositivo!');";
$msg = "Selecione um Dispositivo!";
} else {
//importa dados para calcular o desvio padrao
ImportaDadosDesvioDia($dbcon);
//print GetDesvio('2009-09-17', $dbcon) . "< br > ";
$linhas = "";
$linhaTmp = "";
$result = pg_query($dbcon, GetQuery($dac, $codMes));
$i = 0;
$dados = array();
while ($row = @pg_fetch_array($result)) {
$dia = substr($row["hora_ini"], 0, 5) . " <EFBFBD> s " . substr($row["hora_fim"], 0, 5);
$data = $row["data"];
$atendidas30 = $row["atendidas_30"];
$atendidasM = $row["atendidas_31"];
$abandonadas = $row["abandonadas"];
$abandonadas30 = $row["abandonadas30"];
$abandonadasM = $row["abandonadas31"];
$atendidas = $row["atendidas_pa"];
$recebidas = $row["oferecidas"];
$tma = $row["tma"];
$agt = $row["num_agente"];
$periodo = $row["periodo"];
$caIab = $atendidas; // + $abandonadasM;
$co = 0;
$cr = $atendidas + $abandonadas;
$tca += $atendidas30;
$tcam += $atendidasM;
$tab += $abandonadas30;
$tabm += $abandonadasM;
$tco += 0;
$tcof += $recebidas;
$ins = $cr == 0 ? 0 : round((($atendidas30 / $cr) * 100.0), 2);
$iab = ($atendidas + $abandonadasM) == 0 ? 0 : round((($abandonadasM / ($atendidas + $abandonadasM)) * 100.0), 2);
$ico = $recebidas == 0 ? 0 : round((($co / $recebidas) * 100.0), 2);
//print "rec " . $recebidas . " desvio " . $desvio . " media " . $mediaCalc . " media x desvio " . ($mediaCalc + ($desvio * 2)) . "< br > " ;
$mediaCalc = 0;
$desvio = round(GetDesvio(GetDadosDia($dbcon, $dac, $data, $periodo), $mediaCalc));
$mediaCalc = round($mediaCalc);
//print "rec " . $recebidas . " desvio " . $desvio . " media " . $mediaCalc . " media x desvio " . ($mediaCalc + ($desvio * 2)) . "< br > " ;
$tipico = "-";
if ($recebidas > 0) {
$diaTipico = 1;
if (($recebidas > ($mediaCalc + ($desvio * 2)))) {
$diaTipico = 0;
$tipico = "< span class = \"atipicoMaior\" title = \"Recebidas: $ recebidas M <EFBFBD> dia: $ mediaCalc Desvio: $ desvio \ " > AT<EFBFBD> PICO < / SPAN > ";
} else if (($recebidas < ($mediaCalc - ($desvio * 2)))) {
$diaTipico = 0;
$tipico = "< span class = \"atipicoMenor\" title = \"Recebidas: $ recebidas M <EFBFBD> dia: $ mediaCalc Desvio: $ desvio \ " > AT<EFBFBD> PICO < / SPAN > ";
} else {
$tipico = "< span class = \"tipico\" title = \"Recebidas: $ recebidas M <EFBFBD> dia: $ mediaCalc Desvio: $ desvio \ " > T<EFBFBD> PICO < / SPAN > ";
}
}
if ($diaTipico) {
$mediaIns += ($cr * $ins);
$pesoIns += $cr;
}
if ($diaTipico) {
$mediaIab += ($cr * $iab);
$pesoIab += $cr;
}
$linhaTmp = "< tr class = \"headColun\" align = \"center\" >
< td > $dia< / td >
< td > $tipico< / td >
< td align = \"right\" > $atendidas30 < / td >
< td align = \"right\" > $atendidasM < / td >
< td align = \"right\" > $abandonadas30 < / td >
< td align = \"right\" > $abandonadasM < / td >
< td align = \"right\" > 0< / td >
< td align = \"right\" > $recebidas< / td >
< td align = \"right\" > $ins< / td >
< td align = \"right\" > $iab< / td >
< td align = \"right\" > $ico< / td >
< td > $tma< / td >
< td align = \"right\" > $agt< / td >
< / tr > ";
$dados[$i] = $linhaTmp;
$linhas .= $linhaTmp;
$i++;
}
}
}
$_SESSION["SSdadosRd"] = $dados;
$_SESSION["totalRegMd"] = $i;
$tins = $pesoIns == 0 ? 0 : round($mediaIns / $pesoIns, 2);
$tiab = $pesoIab == 0 ? 0 : round($mediaIab / $pesoIab, 2);
$tico = 0;
$linhaTotal = "< tr align = \"center\" bgcolor = \"#FFFFFF\" >
< th align = \"right\" > Total< / th >
< th align = \"right\" > < / th >
< th align = \"right\" > $tca< / th >
< th align = \"right\" > $tcam< / th >
< th align = \"right\" > $tab< / th >
< th align = \"right\" > $tabm< / th >
< th align = \"right\" > $tco< / th >
< th align = \"right\" > $tcof< / th >
< th align = \"center\" > INS< / th >
< th align = \"center\" > IAB< / th >
< th align = \"center\" > ICO< / th >
< th align = \"right\" > < / th >
< th > < / th >
< / tr >
< tr align = \"center\" bgcolor = \"#FFFFFF\" >
< th colspan = \"8\" align = \"center\" > M<EFBFBD> dia Poderada< / th >
< th align = \"right\" > $tins< / th >
< th align = \"right\" > $tiab< / th >
< th align = \"right\" > $tico< / th >
< th align = \"right\" > < / th >
< th > < / th >
< / tr > ";
$_SESSION["linhaTotalMd"] = "< tr class = \"headColun\" align = \"center\" >
< td align = \"right\" > Total< / td >
< td align = \"right\" > < / td >
< td align = \"right\" > $tca< / td >
< td align = \"right\" > $tcam< / td >
< td align = \"right\" > $tab< / td >
< td align = \"right\" > $tabm< / td >
< td align = \"right\" > $tco< / td >
< td align = \"right\" > $tcof< / td >
< td align = \"center\" > INS< / td >
< td align = \"center\" > IAB< / td >
< td align = \"center\" > ICO< / td >
< td align = \"right\" > < / td >
< td > < / td >
< / tr >
< tr class = \"headColun\" align = \"center\" >
< td colspan = \"8\" align = \"center\" > M<EFBFBD> dia Ponderada< / td >
< td align = \"right\" > $tins< / td >
< td align = \"right\" > $tiab< / td >
< td align = \"right\" > $tico< / td >
< td align = \"right\" > < / td >
< td > < / td >
< / tr > ";
if (IsPostBack()) {
$erro = "";
if (($msg == '') & & pg_last_error($dbcon))
$erro = "Ocorreram erros durante a opera<EFBFBD> <EFBFBD> o. Erro: " . pg_last_error($dbcon);
}
$smarty->assign('imp', $i);
$smarty->assign('ano', $ano);
$smarty->assign('dacs', $dacs);
$smarty->assign('data', $_SESSION["data"]);
$smarty->assign('linhas', $linhas);
$smarty->assign('linhaTotal', $linhaTotal);
$smarty->assign('erro', $erro);
GetTemplate($smarty, 'callcenter/relatorios/metas/relMetricaAneelDia.tpl');
function GetQuery($dac, $codMes) {
// listaDacs=6& listaAgente=1000& dataIni=& dataFim=& btConsulta=Consultar
$query = "SELECT coalesce(I.data,'$codMes') as data
,h.hora_ini
,case when(h.hora_fim = '23:59:59')then '00:00:00' else h.hora_fim end as hora_fim
,h.periodo
,COALESCE(I.OFERECIDAS,0) AS OFERECIDAS
,COALESCE(I.ATENDIDAS_URA,0) AS ATENDIDAS_URA
,COALESCE(I.ABANDONADAS,0) AS ABANDONADAS
,COALESCE(I.ABANDONADAS30,0) AS ABANDONADAS30
,COALESCE(I.ABANDONADAS31,0) AS ABANDONADAS31
,COALESCE(I.ATENDIDAS_PA,0) AS ATENDIDAS_PA
,COALESCE(I.ATENDIDAS_30,0) AS ATENDIDAS_30
,COALESCE(I.ATENDIDAS_31,0) AS ATENDIDAS_31
,COALESCE(I.TRANSFERIDAS,0) AS TRANSFERIDAS
,COALESCE(I.ESPERA,0) AS ESPERA
,COALESCE(round( CASE WHEN(I.ATENDIDAS_PA = 0)THEN 0 ELSE (I.TEMPO_ATENDIMENTO / I.ATENDIDAS_PA)END),0) * INTERVAL '1 SECOND' AS TMA
,0 AS OCUPADAS
,0 AS RECEBIDAS_PESSOALMENTE
,0 AS ATENDIMENTO_URA
,0 AS ICO
,COALESCE(I.TEMPO_ESPERA,0) AS TEMPO_ESPERA
,COALESCE(I.TEMPO_ATENDIMENTO,0) AS TEMPO_ATENDIMENTO
,COALESCE(I.TEMPO_ABANDONO,0) AS TEMPO_ABANDONO
,COALESCE(I.num_agente,0) AS num_agente
FROM pbx_hora_dia h
left outer join (
SELECT
calldate as data,
hora_ini
,hora_fim
,periodo
,SUM (CASE WHEN EVENTO = 'ENTERQUEUE' THEN 1 ELSE 0 END) AS OFERECIDAS
,SUM (CASE WHEN EVENTO = 'ENTERQUEUE' THEN 1 ELSE 0 END) AS ATENDIDAS_URA
,SUM (CASE WHEN((EVENTO = 'ABANDON'))THEN 1 ELSE 0 END) AS ABANDONADAS
,SUM (CASE WHEN((EVENTO = 'ABANDON') AND (param3::int < = 30) )THEN 1 ELSE 0 END) AS ABANDONADAS30
,SUM (CASE WHEN((EVENTO = 'ABANDON') AND (param3::int > 30) )THEN 1 ELSE 0 END) AS ABANDONADAS31
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') THEN 1 ELSE 0 END) AS ATENDIDAS_PA
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') AND to_number(param1,'999999999') < = '30' THEN 1 ELSE 0 END) AS ATENDIDAS_30
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') AND to_number(param1,'999999999') > '30' THEN 1 ELSE 0 END) AS ATENDIDAS_31
,SUM (CASE WHEN EVENTO IN ('TRANSFER') THEN 1 ELSE 0 END) AS TRANSFERIDAS
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND to_number(param1,'999999999') > '3' THEN 1 ELSE 0 END) AS ESPERA
,SUM (CASE WHEN EVENTO IN ('CONNECT') AND to_number(param1,'999999999') > '1' THEN to_number(param1,'999999999') ELSE 0 END) AS TEMPO_ESPERA
,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') AND to_number(param2,'999999999') > '1' THEN to_number(param2,'999999999') ELSE 0 END) AS TEMPO_ATENDIMENTO
,SUM (CASE WHEN( (EVENTO = 'ABANDON') ) THEN to_number(param3,'999999999') ELSE 0 END) AS TEMPO_ABANDONO
,count(distinct agente) as num_agente
FROM (
SELECT
c.hora_ini, c.hora_fim, c.periodo, a.calldate,b.fila,b.evento,b.param1,b.param2,b.param3,b.param4, case when(b.agente = 'NONE')THEN NULL ELSE b.agente END AS agente
FROM pbx_hora_dia c
INNER JOIN pbx_bilhetes a on cast(a.calldate as time) >= c.hora_ini and cast(a.calldate as time) < c.hora_fim and a . lastapp < > 'Transferred Call'
INNER JOIN pbx_eventos_dacs b on b.uid2 = a.uniqueid
INNER JOIN pbx_dacs d on d.nome = b.fila
WHERE b.evento in ('ABANDON','COMPLETEAGENT','COMPLETECALLER', 'CONNECT','ENTERQUEUE','TRANSFER')
AND a.data_bilhete = '$codMes'
AND d.id = '$dac'
) AS DADOS
GROUP BY calldate, hora_ini, hora_fim, periodo
) AS I on I.periodo = h.periodo ORDER BY 4";
//se adicionado bate os resultados com o relatorio enviado pelo
//pablo para conferencia
//AND date_part( 'dow', a.calldate) not in(0,6)
// if(IsAdmin()) print $query;
return $query;
}
*/
?>