RC_BACKLOG_NA_V (SQL View)	Index Back
Agent Backlog by Priority A view of the case backlog by agent and Priority.

RC_BACKLOG_NA_V

(SQL View)

Agent Backlog by Priority

A view of the case backlog by agent and Priority.

SELECT A.BUSINESS_UNIT , A.ASSIGNED_TO , 'NONE' ,'No Priority' , COUNT(DISTINCT A.CASE_ID) , A.DISP_TMPL_FAM_CD FROM PS_RC_CASE A , PS_RC_STATUS_TBL B WHERE A.RC_PRIORITY =' ' AND B.STATUS_CATEGORY = 'O' AND A.RC_STATUS=B.RC_STATUS AND B.SETID = ( SELECT C.SETID FROM PS_SET_CNTRL_REC C WHERE C.SETCNTRLVALUE = A.BUSINESS_UNIT AND C.RECNAME = 'RC_STATUS_TBL') GROUP BY A.BUSINESS_UNIT , A.ASSIGNED_TO,A.DISP_TMPL_FAM_CD

# PeopleSoft Field Name PeopleSoft Field Type Database Column Type Description

1 BUSINESS_UNIT Character(5) VARCHAR2(5) NOT NULL Business Unit

2 ASSIGNED_TO Character(15) VARCHAR2(15) NOT NULL This is a field to store assignment information.

3 RC_PRIORITY Character(5) VARCHAR2(5) NOT NULL Case Priority

4 RC_SHORT_DESCR Character(20) VARCHAR2(20) NOT NULL Short Description. Used on may CallCenter set-up tables

5 RC_CASE_COUNT Number(7,0) INTEGER NOT NULL Case Count

6 DISP_TMPL_FAM_CD Character(30) VARCHAR2(30) NOT NULL Display Template Family Code

#	PeopleSoft Field Name	PeopleSoft Field Type	Database Column Type	Description
1	BUSINESS_UNIT	Character(5)	VARCHAR2(5) NOT NULL	Business Unit
2	ASSIGNED_TO	Character(15)	VARCHAR2(15) NOT NULL	This is a field to store assignment information.
3	RC_PRIORITY	Character(5)	VARCHAR2(5) NOT NULL	Case Priority
4	RC_SHORT_DESCR	Character(20)	VARCHAR2(20) NOT NULL	Short Description. Used on may CallCenter set-up tables
5	RC_CASE_COUNT	Number(7,0)	INTEGER NOT NULL	Case Count
6	DISP_TMPL_FAM_CD	Character(30)	VARCHAR2(30) NOT NULL	Display Template Family Code