bruno
/
pabx-app
forked from SimplesIP/pabx-app
1
0
Fork 1
Code Issues Pull Requests Projects Releases Wiki Activity
You can not select more than 25 topics Topics must start with a letter or number, can include dashes ('-') and can be up to 35 characters long.
249 Commits
12 Branches
2 Tags
260 MiB
 
 
 
 
 
 
Tree: 79ffc5597f
Branches Tags
${ item.name }
Create tag ${ searchTerm }
Create branch ${ searchTerm }
from '79ffc5597f'
${ noResults }
pabx-app/relatorios/callcenter/metas/metricasMensal.php

1451 lines
65 KiB
Raw Blame History

<?php
/* * *************************************************************************
*
* Metricas Mensal
* Autor
* Lucas Awade
*
* *************************************************************************
Definições do Projeto
Nome: RelMetricasMensal
Data início: 23/08/2018
Equipe: Amarildo Pereira
Descrição:
Este relatório tem a finalidade de agregar valores e gerar resultados
em outros afins, com isso são utilizadas formulas para a construção dos
mesmos.
Formulas:
-> Índice Nível de serviço [INS]:
É calculado pela relação entre chamadas atendidas até 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
-> Indice de abandono [IAB]:
É o simples percentual de chamadas abandonadas em relacao as ofereciadas.
$iab = $oferTotal > 0 ? ($abdTotal / $oferTotal) * 100.0 : 0;
$iab = round($iab, 2);
-> Indice de Atendimento [IA]:
É o percentual de chamadas que foram atendidas ser ficar em espera em
realação ao total de chamdas oferecidas na fila.
$abdEspera = $abdTotal + $espera;
$ia = !$oferTotal ? 0 : (($oferTotal - $abdEspera) * 100.0) / $oferTotal;
$ia = round($ia, 2);
* *************************************************************************
* Copyright (c) 2018, Simples IP
* ************************************************************************ */
include_once 'util/relatoriosBase.php';
class RelMetricasMensal extends Relatorios {
private $___servico;
private $___ano;
private $___mes;
public function __construct($idProg, $dbcon, $incDac) {
parent::__construct($idProg, $dbcon, $incDac);
$this->___dac = isset($_POST['listaDacs']) ? $_POST['listaDacs'] : 0;
$this->___servico = isset($_POST["listaServico"]) ? $_POST["listaServico"] : 0;
$this->___mes = isset($_POST['listaMes']) ? $_POST['listaMes'] : date('m');
$this->___ano = isset($_POST['listaAno']) ? $_POST['listaAno'] : date('Y');
}
public function ___ValidaForm() {
if (!IsPostBack())
return;
if ($this->GetIncDac() && !StrToIntDef($this->___dac)) {
GeraExcept('Informe uma Fila!');
}
}
function ___FiltrosRelatorio() {
global $dbcon;
if ($this->___media != MEDIA_PRINT_GRID) {
/*
* Recupera os filtros da sessão do usuário.
*/
list($this->___dac, $this->___ano, $this->___mes, $this->___tipoRelatorio) = $_SESSION["SSstorageFiltros"];
if ($this->___media == MEDIA_PRINT_HTML) {
$fila = $this->GetIncDac() ? 'Fila: ' . GetDacDesc($this->GetDbCon(), $this->GetIdProg() . ' ') : '';
return sprintf("%sData Inicial: %s Data Final: %s Tipo: %s", $fila, $this->___ano, $this->___mes, ($this->___tipoRelatorio ? 'Analítico' : 'Sintético'));
}
$fltCsv = array();
if ($this->GetIncDac()) {
$fltCsv[] = 'Fila:' . GetDacDesc($this->GetDbCon(), $this->___dac);
}
// $fltCsv[] = "Ano:" . $this->___ano;
//$fltCsv[] = "Mês:" . $this->___mes;
$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->___dataCount) {
$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 função se necessitar de outras operações de filtro.
*/
$filtro = '<table border="0" cellspacing="1" cellpadding="1">';
/*
* Rotulos.
*/
$filtro .= '<tr>';
$this->GetIncDac() ? $filtro .= '<td>Fila</td>' : '';
if (GetUsoServico()) {
$filtro .= '<td>Serviço</td>';
}
$filtro .= '<td>Mês</td>';
$filtro .= '<td>Ano</td>';
$filtro .= '<td align="center" valign="middle">&nbsp;</td>';
$filtro .= '</tr>';
/*
* Valores.
*/
$filtro .= '<tr>';
$this->GetIncDac() ? $filtro .= sprintf('<td>%s</td>', $dacs) : '';
if (GetUsoServico()) {
$filtro .= sprintf('<td>%s</td>', GetIdentRota($dbcon, $this->___servico));
}
$filtro .= sprintf('<td>%s</td>', GetMes($this->___mes, '', 1));
$filtro .= sprintf('<td>%s</td>', GetAno($this->___ano, 1));
$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 emissão dos relatórios para impressão.
*/
$_SESSION["SSstorageFiltros"] = array($this->___dac, $this->___ano, $this->___mes, $this->___tipoRelatorio);
return sprintf($filtro, $lkPrint);
}
protected function ___GetDadosDb() {
$iniMes = $this->___ano . '-' . $this->___mes . '-01';
$fimMes = $this->___ano . '-' . $this->___mes . '-' . GetLastDayofMonth($this->___ano, $this->___mes);
$dac = GetDacDesc($this->GetDbCon(), $this->___dac);
$srv = $this->___servico;
$mostraColunaServicos = GetUsoServico() == RELATORIO_SERVICOS_HABILITA;
$query = "SELECT " . ($mostraColunaServicos ? "serv_id," : "") . " DIA,OFERECIDAS,ATENDIDAS_URA,TRANSBORDADA,TRANSBORDANDO,ABANDONADAS
,ATENDIDAS_FILA,ATENDIDAS_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
,(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
,0 AS OCUPADAS,0 AS RECEBIDAS_PESSOALMENTE,0 AS ATENDIMENTO_URA
,0 AS ICO,TEMPO_ESPERA,TEMPO_ATENDIMENTO,TEMPO_ABANDONO
FROM (
select " . ($mostraColunaServicos ? "coalesce(s.serv_id, 'NAO INFORMADO') as serv_id," : "") . " extract(day from a.data_bilhete) as dia
,SUM (CASE WHEN EVENTO in('ABANDON', 'COMPLETEAGENT','COMPLETECALLER','TRANSFER','TRANSBORDANDO') THEN 1 ELSE 0 END) AS OFERECIDAS
,0 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 ('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') 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') 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
inner join pbx_eventos_dacs b on b.uid2 = a.uniqueid ";
if (GetUsoServico()) {
$query .= "\nleft join pbx_servicos_registra s on s.uniqueid = a.uniqueid";
}
$query .= "\nwhere b.evento in ('ABANDON','COMPLETEAGENT','COMPLETECALLER', 'CONNECT','ENTERQUEUE','TRANSFER', 'TRANSBORDANDO', 'TRANSBORDADO')
AND a.data_bilhete >= '$iniMes'
AND a.data_bilhete <= '$fimMes'
AND a.lastapp <> 'Transferred Call'
AND b.fila = '$dac'\n";
if (GetUsoServico() && $srv) {
$query .= sprintf("\nand s.serv_id = %s", QuotedStr($srv));
}
$query .= $mostraColunaServicos ? "\ngroup by s.serv_id, a.data_bilhete order by s.serv_id, a.data_bilhete) as dados" : "\ngroup by a.data_bilhete order by a.data_bilhete) as dados";
/* * *****************************************************************
*
* QUERY DE TOTALIZAÇÃO
*
* ***************************************************************** */
$totalQuery = "SELECT 'Chamadas Abandonadas' as tipo
,SUM (CASE WHEN( (strtoint(param3) <= 10)) THEN 1 ELSE 0 END) as ATE_10
,SUM (CASE WHEN( (strtoint(param3) > 10) AND (strtoint(param3) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
,SUM (CASE WHEN( (strtoint(param3) > 20) AND (strtoint(param3) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
,SUM (CASE WHEN( (strtoint(param3) > 30) AND (strtoint(param3) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
,SUM (CASE WHEN( (strtoint(param3) > 60) AND (strtoint(param3) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
,SUM (CASE WHEN( (strtoint(param3) > 120) AND (strtoint(param3) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
,SUM (CASE WHEN( (strtoint(param3) > 180) AND (strtoint(param3) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
,SUM (CASE WHEN( (strtoint(param3) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
FROM (
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA
,a.calldate
,b.fila
,b.evento
,b.param1
,b.param2
,b.param3
,b.param4
FROM pbx_eventos_dacs b, pbx_bilhetes a
where a.uniqueid = b.uid2
and a.lastapp <> 'Transferred Call'
and b.evento = 'ABANDON'
and a.data_bilhete >= '$iniMes'
and a.data_bilhete <= '$fimMes'
and b.fila = '$dac'\n";
if (GetUsoServico() && $srv) {
$totalQuery .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($srv));
}
$totalQuery .= " ) AS DADOS
UNION ALL
SELECT 'Chamadas Atendidas' as tipo
,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10
,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
FROM (
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,
b.evento,b.param1,b.param2,b.param3,b.param4
FROM pbx_eventos_dacs b, pbx_bilhetes a
WHERE a.uniqueid = b.uid2 and a.lastapp <> 'Transferred Call'
AND b.evento IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER')
AND a.data_bilhete >= '$iniMes'
AND a.data_bilhete <= '$fimMes'
AND b.fila = '$dac'\n";
if (GetUsoServico() && $srv) {
$totalQuery .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($srv));
}
$totalQuery .= " ) AS DADOS
UNION ALL
SELECT 'Chamadas em Espera' as tipo
,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10
,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20
,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30
,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60
,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120
,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180
,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300
,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR
FROM (
SELECT to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,
b.evento,b.param1,b.param2,b.param3,b.param4
FROM pbx_eventos_dacs b, pbx_bilhetes a
WHERE a.uniqueid = b.uid2
and a.lastapp <> 'Transferred Call'
and b.evento = 'CONNECT'
AND strtoint(param1) > 3
AND a.data_bilhete >= '$iniMes'
AND a.data_bilhete <= '$fimMes'
AND b.fila = '$dac'\n";
if (GetUsoServico() && $srv) {
$totalQuery .= sprintf(" AND exists(select '' from pbx_servicos_registra where uniqueid = a.uniqueid and serv_id = %s)", QuotedStr($srv));
}
$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);
$mostraColunaServicos = GetUsoServico() == RELATORIO_SERVICOS_HABILITA;
$dadosCabecalio = array(
"Mes",
'Fila', 'Transbordo Entrada', 'Transbordo Saida', 'Abandonadas', 'Ramal Estático', 'Atendidas PA',
'Atendidas Ate 30', 'Transferidas', 'Espera', 'TME', 'PA', 'Abandono', 'NS', 'IAB', 'IA'
);
$dadosField = array(
'dia', 'oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_fila',
'atendidas_pa', 'atendidas_30', 'transferidas', 'espera', 'tme', 'tma', 'tmab', 'inb', 'iab', 'ie'
);
if ($mostraColunaServicos) {
$dadosCabecalio = array_merge(['Servico'], $dadosCabecalio);
$dadosField = array_merge(['serv_id'], $dadosField);
}
$dataRel[] = GenerateCsvFromArray($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)) / $somaFila) * 100.0 : 0;
if ($mostraColunaServicos) {
$dataRel[] = GenerateCsvFromArray(array('Media', ' ', round($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, ' - ', ' - ', ' - ', ' - ', ' - ', ' - '));
} else {
$dataRel[] = GenerateCsvFromArray(array('Media', round($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();
$mostraColunaServicos = GetUsoServico() == RELATORIO_SERVICOS_HABILITA;
/*
* Inicia o relatório.
*/
/*
* 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 Estatico', 'Atendidas PA',
'Atendidas Ate 30', 'Transferidas', 'Espera', 'TME', 'PA', 'Abandono', 'NS', 'IAB', 'IA'
);
$dadosField = array(
'dia', 'oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_fila',
'atendidas_pa', 'atendidas_30', 'transferidas', 'espera', 'tme', 'tma', 'tmab', 'inb', 'iab', 'ie'
);
if ($mostraColunaServicos) {
$dadosCabecalio = array_merge(['Servico'], $dadosCabecalio);
$dadosField = array_merge(['serv_id'], $dadosField);
}
$linha = array('LABEL');
foreach ($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)) / $somaFila) * 100.0 : 0;
if ($mostraColunaServicos) {
$dataRel[] = array('LABEL', 'Media', ' ', round($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, '-', ' - ', ' - ', ' - ', ' - ', ' - ');
} else {
$dataRel[] = array('LABEL', 'Media', round($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();
$mostraColunaServicos = GetUsoServico() == RELATORIO_SERVICOS_HABILITA;
$dadosCabecalio = array(
"Dia" => 'align="center"',
'Fila' => 'align="center"',
'Transbordo Entrada' => 'align="center"',
'Transbordo Saída' => 'align="center"',
'Abandonadas' => 'align="center"',
'Ramal Estático' => 'align="center"',
'Atendidas PA' => 'align="center"',
'Atendidas Até 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"'
);
$colspan = "";
if ($mostraColunaServicos) {
$dadosCabecalio = array_merge(['Serviço' => 'align="center"'], $dadosCabecalio);
$dadosField = array_merge(['serv_id' => 'align="left"'], $dadosField);
$colspan = "colspan=\"2\"";
}
/*
* Inicia o relatório.
*/
$dataRel[] = '<table width="100%" cellpadding="2" class="grid">';
/*
* Monta a linha de cabecalio.
*/
$linha = '<tr>';
$linha .= "<th align=\"center\" {$colspan}>Mês</th>"
. "<th colspan=\"9\">Total Chamadas</th>"
. "<th colspan=\"3\">Tempo Médio (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;
$numDiasRelatorio = [];
$totalDias = 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;
$srv = '';
$oldSrv = '';
$somaFieldServ = ['oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_fila', 'atendidas_pa', 'atendidas_30', 'transferidas', 'espera'];
$somaServ = [];
foreach ($somaFieldServ as $value) {
$somaServ[$value] = 0;
}
$agrupaServico = function($row, $somaFieldServ) use(&$somaServ, &$dataRel, &$srv, &$oldSrv) {
$style = 'style="font-weight: bold; padding: 0; margin: 0; padding-left: 6px; padding-right: 6px; background-color: #4F71C0 !important"';
$srv = $row["serv_id"];
if (!$oldSrv) {
$oldSrv = $srv;
}
if ((($srv != $oldSrv)) || !$row) {
$linhaTotal = sprintf('<th colspan = "2" %s>TOTAL[%s]</th>', $style, $oldSrv);
foreach ($somaFieldServ as $value) {
$linhaTotal .= sprintf('<th %s>%s</th>', $style, $somaServ[$value]);
}
$dataRel[] = sprintf('<tr>%s<th colspan="6" %s>&nbsp</th></tr>', $linhaTotal, $style);
$oldSrv = $srv;
$somaServico = 0;
foreach ($somaFieldServ as $value) {
$somaServ[$value] = 0;
}
}
foreach ($somaFieldServ as $value) {
$somaServ[$value] += $row[$value];
}
};
/*
* Linhas de dados.
*/
foreach ($this->GetData()[0] as $row) {
if ($mostraColunaServicos) {
$agrupaServico($row, $somaFieldServ);
}
$numDiasRelatorio[$row["dia"]] = 1;
$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) {
$linha .= sprintf("<td %s>%s</td>", $value, $row["$key"]);
}
$linha .= "</tr>";
$dataRel[] = $linha;
}
$totalDias = count($numDiasRelatorio);
if ($mostraColunaServicos) {
$agrupaServico(false, $somaFieldServ);
}
$somaTME = SecondToStrTime($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;
$colspan = 1;
if ($mostraColunaServicos) {
$colspan = 2;
}
$linhaTotal = '<tr><th colspan = "' . $colspan . '">Média</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 / $totalDias), round($somaTransbordada / $totalDias), round($somaTransbordando / $totalDias), round($somaAbandonadas / $totalDias), round($somaAtendRamal / $totalDias), round($somaAtendPA / $totalDias), round($somaAtend30 / $totalDias), round($somaTransferidas / $totalDias), round($somaEspera / $totalDias), $somaTME, $somaPA, $somaAbandono, round($mediaNS, 2), round($mediaIAB, 2), round($mediaIA, 2));
$linhaGeral = '<tr><th colspan = "' . $colspan . '">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>Nível de Serviço</td>"
. "<tr><th>IAB</th>"
. "<td>Índice de Abandono</td></tr>"
. "<tr><th>IA</th>"
. "<td>Índice 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;
$mostraColunaServicos = GetUsoServico() == RELATORIO_SERVICOS_HABILITA;
$dadosCabecalio = array(
"Mês" => 'C',
'Fila' => 'C',
'Tbd Etd' => 'C',
'Tbd Sda' => 'C',
'Abd' => 'C',
'R Est.' => 'C',
'Atd PA' => 'C',
'Atd 30' => 'C',
'Transf.' => 'C',
'Espera' => 'C',
'TME' => 'C',
'PA' => 'C',
'Abandono' => 'C',
'NS' => 'C',
'IAB' => 'C',
'IA' => 'C'
);
$dadosField = array(
'dia' => 'C',
'oferecidas' => 'C',
'transbordada' => 'C',
'transbordando' => 'C',
'abandonadas' => 'C',
'atendidas_fila' => 'C',
'atendidas_pa' => 'C',
'atendidas_30' => 'C',
'transferidas' => 'C',
'espera' => 'C',
'tme' => 'C',
'tma' => 'C',
'tmab' => 'C',
'inb' => 'C',
'iab' => 'C',
'ie' => 'C'
);
if ($mostraColunaServicos) {
$dadosCabecalio = array_merge(['Serviço' => 'C'], $dadosCabecalio);
$dadosField = array_merge(['serv_id' => 'C'], $dadosField);
}
$numDiasRelatorio = [];
$totalDias = 0;
$somaFila = 0;
$somaTransbordada = 0;
$somaTransbordando = 0;
$somaAbandonadas = 0;
$somaAtendRamal = 0;
$somaAtendPA = 0;
$somaAtend30 = 0;
$somaTransferidas = 0;
$somaEspera = 0;
$somaOriginadasPA = 0;
$srv = '';
$oldSrv = '';
$somaFieldServ = ['oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_fila', 'atendidas_pa', 'atendidas_30', 'transferidas', 'espera'];
$somaServ = [];
$linhaTotal = [];
$dadosTable = [];
foreach ($somaFieldServ as $value) {
$somaServ[$value] = 0;
}
$agrupaServico = function($row, $somaFieldServ) use(&$somaServ, &$dadosTable, &$srv, &$oldSrv) {
$srv = $row["serv_id"];
if (!$oldSrv) {
$oldSrv = $srv;
}
if ((($srv != $oldSrv)) || !$row) {
$linhaTotal['serv_id'] = sprintf('TOTAL[%s]', $oldSrv);
foreach ($somaFieldServ as $value) {
$linhaTotal[$value] = $somaServ[$value];
}
$linhaTotal['tme'] = ' ';
$linhaTotal['tma'] = ' ';
$linhaTotal['tmab'] = ' ';
$linhaTotal['inb'] = ' ';
$linhaTotal['iab'] = ' ';
$linhaTotal['ie'] = ' ';
$linhaTotal['cor_linha_dados'] = "225";
$dadosTable[] = $linhaTotal;
$oldSrv = $srv;
$somaServico = 0;
foreach ($somaFieldServ as $value) {
$somaServ[$value] = 0;
}
}
foreach ($somaFieldServ as $value) {
$somaServ[$value] += $row[$value];
}
};
$dados = $this->GetData()[0];
foreach ($dados as $row) {
if ($mostraColunaServicos) {
$agrupaServico($row, $somaFieldServ);
}
$numDiasRelatorio[$row["dia"]] = 1;
$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'];
$dadosTable[] = $row;
}
if ($mostraColunaServicos) {
$agrupaServico(false, $somaFieldServ);
}
$somaTME = SecondToStrTime($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;
$totalDias = count($numDiasRelatorio);
if ($mostraColunaServicos) {
$widthHeader = array(26, 7, 8, 10, 10, 10, 10, 13, 12, 12, 12, 13, 13, 13, 8, 8, 8);
$totaliza = array('Media', '', round($somaFila / $totalDias), round($somaTransbordada / $totalDias), round($somaTransbordando / $totalDias), round($somaAbandonadas / $totalDias), round($somaAtendRamal / $totalDias), round($somaAtendPA / $totalDias), round($somaAtend30 / $totalDias), round($somaTransferidas / $totalDias), round($somaEspera / $totalDias), $somaTME, $somaPA, $somaAbandono, round($mediaNS, 2), round($mediaIAB, 2), round($mediaIA, 2));
$table = array($dadosCabecalio, $dadosField, $dadosTable, $widthHeader, $totaliza, 0);
$totalizaGeral = array('Total', '', $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, '-', '-', '-', ' - ', ' - ', ' - ');
$table1 = array('', '', '', $widthHeader, $totalizaGeral, 0);
} else {
$widthHeader = array(7, 8, 17, 17, 17, 15, 13, 12, 12, 12, 13, 13, 13, 8, 8, 8);
$totaliza = array('Media', round($somaFila / $totalDias), round($somaTransbordada / $totalDias), round($somaTransbordando / $totalDias), round($somaAbandonadas / $totalDias), round($somaAtendRamal / $totalDias), round($somaAtendPA / $totalDias), round($somaAtend30 / $totalDias), round($somaTransferidas / $totalDias), round($somaEspera / $totalDias), $somaTME, $somaPA, $somaAbandono, round($mediaNS, 2), round($mediaIAB, 2), round($mediaIA, 2));
$table = array($dadosCabecalio, $dadosField, $dadosTable, $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 => 'Nível de Serviço',
2 => 'Índice de Abandono',
3 => 'Índice 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 função date
*/
setlocale(LC_ALL, "pt_BR", "pt_BR.iso-8859-1", "pt_BR.utf-8", "portuguese");
/*
* Use esta função para validar dados do formulário.
*/
$this->___ValidaForm();
/*
* Recupera os dados do banco.
*/
$this->___ConteudoRelatorio();
/*
* Imprime relatório 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 necessários 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();
/*
* Relatório 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.
/*
* Nível de serviço:
* É calculado pela relação entre chamadas atendidas até 30s pela soma total das
* chamadas atendidas no pa + o total de abandonadas.
* Atendidas-30 / (atendidas-pa + abandonadas) * 100.0;
$atendida30Total = $somaOf[7];
$atdPaAbd = $somaOf[6] + $somaOf[4];
$mediaOf[13] = $atdPaAbd > 0 ? ($atendida30Total / $atdPaAbd) * 100.0 : 0;
$mediaOf[13] = round($mediaOf[13], 2); //NS
/*
* Indice de abandono:
* É o simples percentual de chamadas abandonadas em relacao as ofereciadas.
$mediaOf[14] = $oferTotal > 0 ? ($abdTotal / $oferTotal) * 100.0 : 0;
$mediaOf[14] = round($mediaOf[14], 2); //IAB
/*
* Indice de Atendimento:
* É o percentual de chamadas que foram atendidas sem ficar em espera em realação
* ao total de chamdas oferecidas na fila.
$abdEspera = $somaOf[4] + $somaOf[9];
$mediaOf[15] = !$oferTotal ? 0 : (($oferTotal - $abdEspera) * 100.0) / $oferTotal;
$mediaOf[15] = round($mediaOf[15], 2); //IE
}
//guarda query relatorio para impressao
$_SESSION["SSquerySumRm"] = $sum;
$_SESSION["sumTotalAbRm"] = $sumTotalAb;
$_SESSION["sumTotalAtRm"] = $sumTotalAt;
$_SESSION["sumTotaletRm"] = $sumTotalIe;
$_SESSION["SSdadosRm"] = $dados;
$_SESSION["somaOfRm"] = $somaOf;
$_SESSION["mediaOfRm"] = $mediaOf;
$erro = "";
if (pg_last_error($dbcon))
$erro = "Ocorreram erros durante a operação.";
}
}//post back
//if(IsAdmin()) echo sprintf("Tempo Atendimento: %s Atendidas: %s Media: %s", $somaOf[11], $somaOf[6], $somaOf[11] / $somaOf[6]);
if (!$isValid)
$jsStartup[] = "alert('$msg');";
$smarty->assign('imp', $imp);
$smarty->assign('ano', $ano);
$smarty->assign('dacs', $dacs);
$smarty->assign('meses', $listaMes);
$smarty->assign('somaOf', $somaOf);
$smarty->assign('mediaOf', $mediaOf);
$smarty->assign('dados', $dados);
$smarty->assign('sum', $sum);
$smarty->assign('sumTotalAb', $sumTotalAb);
$smarty->assign('sumTotalAt', $sumTotalAt);
$smarty->assign('sumTotalIe', $sumTotalIe);
$smarty->assign('erro', $erro);
$smarty->assign('listaServico', $listaServico);
GetTemplate($smarty, 'callcenter/relatorios/metas/relMetricaMes.tpl');
function GetQuery($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
DIA
,OFERECIDAS
,ATENDIDAS_URA
,TRANSBORDADA
,TRANSBORDANDO
,ABANDONADAS
,ATENDIDAS_FILA
,ATENDIDAS_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
,(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
,0 AS OCUPADAS
,0 AS RECEBIDAS_PESSOALMENTE
,0 AS ATENDIMENTO_URA
,0 AS ICO
,TEMPO_ESPERA
,TEMPO_ATENDIMENTO
,TEMPO_ABANDONO
FROM (
select extract(day from a.data_bilhete) as dia
,SUM (CASE WHEN EVENTO in('ABANDON', 'COMPLETEAGENT','COMPLETECALLER','TRANSFER','TRANSBORDANDO') THEN 1 ELSE 0 END) AS OFERECIDAS
,0 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 ('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') 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') 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;
}
*/
?>