1 PACKAGE csy_kpi_pkg AUTHID CURRENT_USER AS
2 /* $Header: csykpis.pls 115.1 2004/07/02 23:40:08 pleuzzi noship $ */
3 g_seq number := 1;
4 g_user_id number;
5 g_login_user_id number;
6 g_conc_program_id number;
7 g_conc_login_id number;
8 g_conc_appl_id number;
9 g_conc_request_id number;
10
11 -- procedure to upload changed data in the audit and cs tables to
12 -- refresh materialized views. Used with the concurrent manager program
13 -- CS_CSY_KPI_LOAD_INCREMENTAL
14 procedure incremental_data_load(p_errbuf out nocopy varchar2,
15 p_retcode out nocopy number);
16
17 -- procedure to initally load data into materialized views
18 -- Used with the concurrent manager program
19 -- CS_CSY_KPI_LOAD_INITIAL
20 procedure initial_data_load(p_errbuf out nocopy varchar2,
21 p_retcode out nocopy number);
22
23 -- procedure to refresh the materialized views
24 -- Used with concurrent manager program
25 -- CS_CSY_KPI_REFRESH_MV
26 procedure refresh_mvs(p_errbuf out nocopy varchar2,
27 p_retcode out nocopy number);
28 procedure debug(l_msg varchar2);
29
30 -- procedure to find the number of service requests between a given date range
31 -- finds number of service request responded each day and time
32 -- spent with agent and others before request was responded.
33 procedure get_response_timings (p_from_date in date,
34 p_to_date in date);
35
36 -- procedure to find out amount of time resolved requests spent in various stages
37 -- such as With support, Agent, External Organization, internal organization etc
38 procedure get_resolution_timings (p_from_date in date,
39 p_to_date in date);
40
41 -- procedure finds out number of resolutions, rework and repeated reworks.
42 -- used in the Requests Resolved per Agent report
43 procedure get_sr_resolutions (p_from_date in date,
44 p_to_date in date);
45
46 -- procedure finds out total number of service requests assigned to agents
47 -- and reassigned to some other agent for each day.
48 procedure get_sr_agent_assignments(p_from_date in date,
49 p_to_date in date);
50 -- procedure finds out total number of service requests assigned to a group
51 -- and reassigned to some others group for each day.
52 procedure get_sr_group_assignments(p_from_date in date,
53 p_to_date in date);
54
55 -- procedure finds out number of pending service requests for agents, group and severity
56 procedure get_sr_backlog (p_from_date in date,
57 p_to_date in date);
58 function get_agents_time(p_resource_id number,
59 p_start_date date,
60 p_end_date date) return number;
61 function sev_names (p_imp_lvl in number) return varchar2;
62 end;
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