[Reporting on Age of calls]

Hello Ralf (and others! :))

I can't help much with the advanced analytics I'm afraid, but against the SupportWorks database you may find the following useful.  Script one groups the ages of call by timeframe (e.g. less than 10 days, 10 - 20 days etc.), whilst the second script provides an "audit", giving call references and the age of calls - this can be expanded to add other information as you wish.  Here they are:

SELECT 
    SUM(
     CASE 
        WHEN (((UNIX_TIMESTAMP(NOW())) - logdatex) / 86640) < 10
        THEN 1
        ELSE 0
      END)
     AS "< 10"
,    SUM(
     CASE 
        WHEN (((UNIX_TIMESTAMP(NOW())) - logdatex) / 86640) BETWEEN 10 AND 20
        THEN 1
        ELSE 0
      END)
     AS "10 - 20"
,    SUM(
     CASE 
        WHEN (((UNIX_TIMESTAMP(NOW())) - logdatex) / 86640) BETWEEN 20 AND 30
        THEN 1
        ELSE 0
      END)
     AS "20 - 30"
,    SUM(
     CASE 
        WHEN (((UNIX_TIMESTAMP(NOW())) - logdatex) / 86640) > 30
        THEN 1
        ELSE 0
      END)
     AS "> 30"
, SUM(1) AS "Total Calls"
FROM opencall
WHERE `status` NOT IN (6, 16, 17, 18)

[/CODE]

The second script (audit):

[CODE]

SELECT callref
, (((UNIX_TIMESTAMP(NOW())) - logdatex) / 86640) AS "Age (Days)"
FROM opencall o
WHERE `status` NOT IN (6, 16, 17, 18)
ORDER BY 2 DESC

[/CODE]

 

I hope they help somewhat.

Matt

[Reporting on Age of calls]

Ralf - are you looking for a report that gives numbers of calls only, for the given days timeframe?   Also - in terms of age, I assume this means from when the call was opened, regardless if this was a weekend date?  Finally - I assume you are referring to SupportWorks?