I hate losing useful SQL queries, so I tend to save them. Ever so often, I stumble across a file of queries from some work I was doing months ago. The following two queries are just such a case. I was analyzing some call data for a call center that uses Asterisk. I set up a temporary database for this, so I can't even run them again. Still, it's nice to save them away for a rainy day.
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Call Center Call Volume by Day of Week and Hour
SET @tz = 'EST5EDT';
select
DAYNAME(CONVERT_TZ(start, 'GMT', @tz)) AS "Weekday",
HOUR(CONVERT_TZ(start, 'GMT', @tz)) AS "Hour",
COUNT(id),
SUM(duration),
SUM(billsec),
AVG(duration), AVG(billsec)
FROM cdr
WHERE dcontext IN ('Queue1', 'Queue2', 'Queue3', 'Queue4')
AND duration > 60
GROUP BY Weekday, Hour
ORDER BY WEEKDAY(CONVERT_TZ(start, 'GMT', @tz)), Hour
;
I was trying to figure out what the busy days and hours were for a call center. As you can see, only calls longer than 60 seconds counted. This was to rule out calls which hung up too quickly. I believe "duration" is the length of the entire call, including navigation through the IVR to reach the call center.
Call Center Erlangs by Weekday and Hour
SET @tz = 'EST5EDT', SET @ivr_time = 70;
SELECT
DAYNAME(CONVERT_TZ(start, 'GMT', @tz)) AS "Weekday",
HOUR(CONVERT_TZ(start, 'GMT', @tz)) AS "Hour",
SUM(billsec - @ivr_time) / 3600 / COUNT(DISTINCT(DAYOFYEAR(CONVERT_TZ(start, 'GMT', @tz)))) AS "erlangs" ,
AVG(duration - @ivr_time), AVG(billsec - @ivr_time)
FROM cdr
WHERE dcontext IN ('Queue1', 'Queue2', 'Queue3', 'Queue4')
AND duration > @ivr_time
GROUP BY Weekday, Hour
HAVING erlangs > 1
ORDER BY WEEKDAY(CONVERT_TZ(start, 'GMT', @tz)), Hour
;
This query is similar to the one above except it outputs Erlangs rather than call volume.
Let me know if these are useful to you.
