Record Mysql SQL
SQL – add profile ---
select
*
from
(select
temp.*,
date_format(CONVERT_TZ(temp.end_time,'+00:00','+08:00'),'%Y%m') working_month_1,
oc1.OWNER_AGENT_LOGIN owner,
case when SUBSTRING(oc1.comm_subject,22,4)='Call' then 'Call'
when SUBSTRING(oc1.comm_subject,22,4)='Chat' then 'Chat'
else 'Email' end Incoming_type,
case when (temp.SEVERITY = 5 or temp.SEVERITY = 1) then 1
else 0 end high_severity_flag,
case when temp.case_id >= 1999999999 then 1
else 0 end cn_case_flag
from
(select
dc.CASE_ID,
dc.SEVERITY,
dc.SUPERVISOR,
#dc.CASE_DESCRIPTION,
MERCHANT_CUSTOMER_ID,
dc.account_id,
dc.REASON,
dc.CASE_TYPE_NAME,
dc.OWNING_AGENT_LOGIN_ID,
date_format(CONVERT_TZ(dc.CASE_RESOLVE_DATE_UTC,'+00:00','+08:00'),'%Y%m') working_month,
#CONVERT_TZ(oc.COMM_DATE_UTC,'+00:00','+08:00') as res_time,
max(CONVERT_TZ(oc.COMM_DATE_UTC,'+00:00','+08:00')) as end_time,
max(oc.comm_id) max_comm_id,
count(oc.COMM_DATE_UTC) response_time,
dc.CASE_START_DATE_UTC start_time,
dc.CREATION_DATE_UTC CREATION_DATE_UTC,
#oc.IS_AMAZON_SENDER,
#oc.OWNER_AGENT_LOGIN,
dc.case_status_name,
dc.category_name,
case when substring(dc.email_queue_name,1,17)='aws-support-tier1' then 'Dev'
when substring(dc.email_queue_name,1,17)='aws-support-tier2' then 'Bus'
when substring(dc.email_queue_name,1,17)='aws-support-tier3' then 'ES'
end as support_tier,
TIMESTAMPDIFF(minute,dc.CREATION_DATE_UTC,dc.CASE_START_DATE_UTC) FRSLA_min,
TIMESTAMPDIFF(day,dc.CREATION_DATE_UTC,max(oc.COMM_DATE_UTC)) TTR_day,
TIMESTAMPDIFF(hour,dc.CREATION_DATE_UTC,max(oc.COMM_DATE_UTC)) TTR_hour,
TIMESTAMPDIFF(minute,dc.CREATION_DATE_UTC,max(oc.COMM_DATE_UTC)) TTR_min,
date_format(dc.CREATION_DATE_UTC,'%Y%m') create_working_month,
case when ccw.weight is null then 1
else ccw.weight end weight,
ccw.profile,
dc.RESPONSE_SLA_MINUTES,
case when dc.RESPONSE_SLA_MINUTES -TIMESTAMPDIFF(minute,dc.CREATION_DATE_UTC,dc.CASE_START_DATE_UTC) >= 0 then 1
else 0 end if_meet_sla
from aws_support_cases_bjs.d_case_details_cn dc
inner join aws_support_cases_bjs.o_case_communications oc
on dc.case_id = oc.case_id
and oc.is_amazon_sender='Y'
left join aws_support_cases_bjs.d_employee_history_cn cl
on oc.OWNER_AGENT_LOGIN=cl.login
left join aws_support_cases_bjs.case_category_weight ccw
on dc.category_name=ccw.category_name
where
(dc.EMAIL_QUEUE_NAME like 'aws-support%'
or dc.EMAIL_QUEUE_NAME = '[email protected]'
or dc.EMAIL_QUEUE_NAME = '[email protected]'
or dc.EMAIL_QUEUE_NAME = '[email protected]'
)
and dc.MERCHANT_CUSTOMER_ID NOT IN (Select account_id from filtered_account)
-- and dc.case_status_name='Resolved'
and CONVERT_TZ(oc.COMM_DATE_UTC,'+00:00','+08:00') >= str_to_date('20200101','%Y%m%d')
and oc.owner_agent_login <> 'arizona'
and oc.owner_agent_login <> 'pma-auto-reminders'
and oc.owner_agent_login <> ''
group by 1
) temp
inner join aws_support_cases_bjs.o_case_communications oc1
on temp.max_comm_id=oc1.comm_id
where working_month is not null
#and temp.case_id in ('1462533524','1463080344','1462617684','1462546144','1461838854')
#and owner_agent_login='jingamz'
#and working_month='202101'
#group by 1,2,3
) case_info
where
1=1
and working_month>=202101
and owner <> 'Tester';
-- CCR use aws_support_cases_bjs; select temp.correspondence_agent_id, avg(rating) raw_avg_ccr, count(temp.rating) raw_ccr_count, sum(case when temp.review_result_count=1 then temp.rating else 0 end)/sum(temp.review_result_count) After_Filter_avg_ccr, sum(temp.review_result_count) After_Filter_ccr_count from (select ccr.*, review.category_id, review.reason_id, #review.comment,
case when category_id <> 1 then 0 else 1 end review_result_count,
#case when (category_id <> 1 or category_id is null) then rating else 0 end review_result_rating,
date_format(CONVERT_TZ(ccr.update_date,'+00:00','+08:00'),'%Y%m') working_month_ccr,
dc.SEVERITY,
dc.CATEGORY_NAME,
case when substring(dc.email_queue_name,1,17)='aws-support-tier1' then 'Dev'
when substring(dc.email_queue_name,1,17)='aws-support-tier2' then 'Bus'
when substring(dc.email_queue_name,1,17)='aws-support-tier3' then 'ES'
end as support_tier,
date_format(CONVERT_TZ(ccr.update_date,'+00:00','+08:00'),'%Y%m') working_month,
dc.account_id,
dc.REASON,
dc.CASE_TYPE_NAME
from aws_support_cases_bjs.case_correspondence_rating_cn ccr
left join aws_support_cases_bjs.d_employee_history_cn cl
on ccr.correspondence_agent_id=cl.login
left join lse.manager_ccrdata review
on ccr.correspondence_id=review.comm_id
left join aws_support_cases_bjs.d_case_details_cn dc
on ccr.case_id=dc.case_id
where
CONVERT_TZ(ccr.update_date,'+00:00','+08:00') >= str_to_date('20210101','%Y%m%d')
and
(dc.EMAIL_QUEUE_NAME like 'aws-support%'
or dc.EMAIL_QUEUE_NAME = '[email protected]'
or dc.EMAIL_QUEUE_NAME = '[email protected]'
or dc.EMAIL_QUEUE_NAME = '[email protected]'
)
and dc.MERCHANT_CUSTOMER_ID NOT IN (Select account_id from filtered_account)
#and CONVERT_TZ(ccr.update_date,'+00:00','+08:00') < str_to_date('20200401','%Y%m%d')
#and correspondence_agent_id='jingamz'
#and ccr.case_id = '1447963234'
order by ccr.update_date desc
) temp
group by 1
;
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