.Historical Statistics v13.5.2

The Queue Data Service also displays and summarises the following historical statistics:

• Calls Received 
• Calls Answered
• Calls Abandoned 

The application keeps and shows historical data of a minimum of an hour and a max of 14 days for one attribute. The data older than 14 days is flushed. 

Historical stats can be viewed by selecting Line Chart and Bar Chart and setting the Resolution to:

• Hourly: Reports data for the last 24 hours. You may also view data of a single attribute for up to 48 hours by setting the Data Comparison flag to Yes. This allows comparing values and trends for the selected attribute in the past hours.
• Weekly: Reports data for the days of the week. You may view data of a single attribute for up to 14 days by setting the Data Comparison flag to Yes. This allows comparing values and trends for this and the previous week. 

See User Guide to understand how to draw the historical stats gadgets.

Query Design

The historical stats are synchronized from ContactQueueDetail and ContactCallDetail tables with the below query

SELECT csq.contactservicequeueid as queue_id, ccd.startDateTime,ccd.endDateTime, cqd.disposition,cqd.metServiceLevel,cqd.queueTime,ccd.connectTime,ccd.calledNumber,
cqd.sessionid,cqd.sessionseqnum,cqd.profileid,cqd.nodeid,cqd.targetid,cqd.targettype,
cqd.qindex FROM contactcalldetail AS ccd INNER JOIN contactqueuedetail AS cqd
ON (ccd.sessionid = cqd.sessionid AND ccd.sessionseqnum = cqd.sessionseqnum
AND ccd.profileid = cqd.profileid AND ccd.nodeid = cqd.nodeid) INNER JOIN
contactservicequeue AS csq ON cqd.targetid = csq.recordid
AND cqd.profileid = csq.profileid WHERE ccd.contactType IN (1,3,4,5) And ccd.endDateTime > 'max-ccd.call-end-time-from local tables'

This query runs every five minutes and synchronizes records that are not already synced in the ccx_historical_queue_stats local wallboard table.