Example SQL queries for 2 reports

The content of the Puzzel Raw Data SQL database is described in the document “Puzzel Raw Data Detailed Description”

In the Puzzel Administration Portal’s statistics reports, the main principle is that a call_id (an incoming call) with all its events are placed in the 15 minute time period where the call_id’s initiation event has its Finish.

With raw data, you can create your own queries/reports and put calls/events in the time period you think is most appropriate.

We have made SQL queries that generate approximately the same result as is shown in the standard reports:

  • Details per agent per queue (all media types)
  • Details per queue (phone only)

The main difference between these SQL queries and the standard statistics reports is that we place the conversation events/queue events in the time period these events have their START (We don’t use the call_id’s FINISH in these SQL queries as we do in standard statistics).

When you run one of these queries for a whole day, you will get results quite similar to the numbers in the standard statistics reports, but when you run a query for a small time period, e.g. 15 minute, there will be quite big differences compared to the numbers in the corresponding Puzzel standard report. 

Please study the chapter “In which time period does a call belong” in the above mentioned document (“Puzzel Raw Data Detailed Description”)!

These SQL queries are just examples of queries that can be run, and customers may of course change these queries to fit their needs.

It is recommended that developers study the detailed documentation for raw data in order to run and understand any SQL queries and examples in this document.

Puzzel does not include support for how to write SQL included in the Raw data product, and Puzzel Support cannot assist with any customer-created SQL queries.

Puzzel can provide additional consulting/advice on how to write queries to report what you need, please contact your Puzzel Account Manager to discuss and arrange this.

Published

20/08/2020 - 13:44

Last updated

22/10/2020 - 14:13