Add VoiceNotes firmware and CDM customer service SQL project
VoiceNotes is an Arduino sketch for the Waveshare ESP32-C6-LCD-0.85 that records meetings and voice memos to microSD and turns them into notes: - Records 16 kHz mono WAV (up to 4 h) from the ES7210 dual mics, with a boosted preamp and soft-limited digital gain - Transcribes via an OpenAI-compatible speech-to-text API in ~10 min parts cut at quiet points, with retries and resume after failures - Summarizes the transcript with Claude into meeting notes (decisions, action items, topics with timestamps), streamed to and from the card - Copies the notes to Nextcloud over WebDAV - Shows recording/processing state on the 0.85" LCD and the LED ring - Works around the board's SD card failing multi-sector reads Credentials live in VoiceNotes/secrets.h, which is git-ignored; see secrets.example.h. Also adds the Microsoft CDM customer service SQL implementation (DDL, sample data, reporting queries and docs). Its README is renamed to CDM_README.md so the repository README stays at the top level. Co-Authored-By: Claude Opus 5.5 <noreply@anthropic.com>
This commit is contained in:
Ravi Reddy
co-authored by
Claude Opus 5.5
Claude Opus 5.5
parent
ef38a502d8
commit
3b371cdb28
@@ -0,0 +1,559 @@
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-- Microsoft Common Data Model - Customer Service
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-- Reporting and Administrative Queries
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-- Version: 1.0
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USE CDM_CustomerService;
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GO
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-- ============================================================================
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-- DASHBOARD & KPI QUERIES
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-- ============================================================================
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-- 1. Executive Dashboard - Key Metrics
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CREATE OR ALTER VIEW cdm.v_ExecutiveDashboard AS
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SELECT
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(SELECT COUNT(*) FROM cdm.Case WHERE status = 'Active') AS activeCases,
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(SELECT COUNT(*) FROM cdm.Case WHERE status = 'Resolved') AS resolvedCases,
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(SELECT COUNT(*) FROM cdm.Case WHERE status = 'Closed') AS closedCases,
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(SELECT COUNT(*) FROM cdm.Account WHERE accountType = 'Customer' AND isActive = 1) AS totalCustomers,
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(SELECT COUNT(*) FROM cdm.Contract WHERE status = 'Active') AS activeContracts,
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(SELECT SUM(contractValue) FROM cdm.Contract WHERE status = 'Active') AS activeContractValue,
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(SELECT COUNT(DISTINCT contactId) FROM cdm.Case WHERE status = 'Active') AS affectedContacts,
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(SELECT AVG(DATEDIFF(DAY, createdDate, ISNULL(closedDate, GETUTCDATE())))
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FROM cdm.Case WHERE status = 'Closed' AND closedDate IS NOT NULL) AS avgDaysToClose;
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GO
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-- 2. Case Performance Metrics
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CREATE OR ALTER VIEW cdm.v_CasePerformanceMetrics AS
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SELECT
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c.caseId,
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c.caseNumber,
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c.title,
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c.priority,
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c.status,
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a.accountName,
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u.firstName + ' ' + u.lastName AS ownerName,
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DATEDIFF(DAY, c.createdDate, GETUTCDATE()) AS daysOpen,
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DATEDIFF(HOUR, c.createdDate, ISNULL(c.resolvedDate, GETUTCDATE())) AS hoursToResolution,
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cr.actualServiceDuration,
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CASE
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WHEN c.status = 'Closed' THEN 'Complete'
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WHEN c.status = 'Resolved' THEN 'Awaiting Close'
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WHEN DATEDIFF(DAY, c.createdDate, GETUTCDATE()) > 30 THEN 'Overdue'
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ELSE 'On Track'
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END AS statusHealth
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FROM cdm.Case c
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LEFT JOIN cdm.Account a ON c.accountId = a.accountId
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LEFT JOIN cdm.[User] u ON c.ownerUserId = u.userId
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LEFT JOIN cdm.CaseResolution cr ON c.caseId = cr.caseId
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WHERE c.isActive = 1;
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GO
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-- 3. Agent Performance Report
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CREATE OR ALTER VIEW cdm.v_AgentPerformance AS
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SELECT
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u.userId,
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u.firstName + ' ' + u.lastName AS agentName,
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COUNT(DISTINCT c.caseId) AS totalCasesOwned,
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SUM(CASE WHEN c.status = 'Active' THEN 1 ELSE 0 END) AS activeCases,
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SUM(CASE WHEN c.status = 'Closed' THEN 1 ELSE 0 END) AS closedCases,
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AVG(CAST(DATEDIFF(HOUR, c.createdDate, ISNULL(c.resolvedDate, GETUTCDATE())) AS FLOAT)) AS avgHoursToResolution,
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SUM(CASE WHEN c.priority = 'Critical' THEN 1 ELSE 0 END) AS criticalCases,
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SUM(CASE WHEN c.priority = 'High' THEN 1 ELSE 0 END) AS highPriorityCases
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FROM cdm.[User] u
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LEFT JOIN cdm.Case c ON u.userId = c.ownerUserId AND c.isActive = 1
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GROUP BY u.userId, u.firstName, u.lastName;
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GO
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-- 4. Contract Utilization Dashboard
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CREATE OR ALTER VIEW cdm.v_ContractUtilizationDashboard AS
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SELECT
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c.contractNumber,
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c.contractName,
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a.accountName,
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DATEDIFF(DAY, c.startDate, c.endDate) AS contractDurationDays,
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DATEDIFF(DAY, GETUTCDATE(), c.endDate) AS daysRemaining,
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SUM(cl.quantityIncluded) AS totalUnitsIncluded,
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SUM(cl.quantityUsed) AS totalUnitsUsed,
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CASE
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WHEN SUM(cl.quantityIncluded) > 0
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THEN CAST(CAST(SUM(cl.quantityUsed) AS FLOAT) / CAST(SUM(cl.quantityIncluded) AS FLOAT) * 100 AS DECIMAL(5,2))
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ELSE 0
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END AS utilizationPercent,
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c.contractValue,
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SUM(cl.price) AS lineItemValue,
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CASE
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WHEN CAST(CAST(SUM(cl.quantityUsed) AS FLOAT) / CAST(SUM(cl.quantityIncluded) AS FLOAT) * 100 AS DECIMAL(5,2)) > 80
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THEN 'APPROACHING LIMIT'
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WHEN CAST(CAST(SUM(cl.quantityUsed) AS FLOAT) / CAST(SUM(cl.quantityIncluded) AS FLOAT) * 100 AS DECIMAL(5,2)) > 100
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THEN 'EXCEEDED'
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ELSE 'NORMAL'
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END AS utilizationStatus
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FROM cdm.Contract c
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LEFT JOIN cdm.Account a ON c.accountId = a.accountId
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LEFT JOIN cdm.ContractLine cl ON c.contractId = cl.contractId
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WHERE c.isActive = 1 AND c.status = 'Active'
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GROUP BY c.contractId, c.contractNumber, c.contractName, a.accountName,
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c.startDate, c.endDate, c.contractValue;
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GO
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-- ============================================================================
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-- ANALYTICAL QUERIES
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-- ============================================================================
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-- 5. Case Volume by Priority (Last 90 Days)
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CREATE OR ALTER PROCEDURE sp_CaseVolumeByPriority
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@Days INT = 90
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AS
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BEGIN
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SELECT
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c.priority,
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COUNT(*) AS caseCount,
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CAST(COUNT(*) * 100.0 / (SELECT COUNT(*) FROM cdm.Case
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WHERE createdDate >= DATEADD(DAY, -@Days, CAST(GETUTCDATE() AS DATE))) AS DECIMAL(5,2)) AS percentOfTotal,
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AVG(DATEDIFF(HOUR, c.createdDate, ISNULL(c.resolvedDate, GETUTCDATE()))) AS avgHoursOpen
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FROM cdm.Case c
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WHERE c.createdDate >= DATEADD(DAY, -@Days, CAST(GETUTCDATE() AS DATE))
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AND c.isActive = 1
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GROUP BY c.priority
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ORDER BY CASE c.priority
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WHEN 'Critical' THEN 1
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WHEN 'High' THEN 2
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WHEN 'Medium' THEN 3
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WHEN 'Low' THEN 4
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ELSE 5 END;
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END;
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GO
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-- 6. Customer Satisfaction Analysis
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CREATE OR ALTER PROCEDURE sp_CustomerSatisfactionAnalysis
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@Months INT = 6
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AS
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BEGIN
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SELECT
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a.accountId,
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a.accountName,
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COUNT(DISTINCT c.caseId) AS totalCases,
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SUM(CASE WHEN c.status = 'Closed' THEN 1 ELSE 0 END) AS closedCases,
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CAST(SUM(CASE WHEN c.status = 'Closed' THEN 1 ELSE 0 END) * 100.0 / COUNT(*) AS DECIMAL(5,2)) AS closureRate,
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AVG(CAST(DATEDIFF(DAY, c.createdDate, ISNULL(c.resolvedDate, GETUTCDATE())) AS FLOAT)) AS avgDaysOpen,
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COUNT(DISTINCT c.contactId) AS uniqueContacts,
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SUM(CASE WHEN c.priority = 'Critical' THEN 1 ELSE 0 END) AS criticalCases
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FROM cdm.Account a
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LEFT JOIN cdm.Case c ON a.accountId = c.accountId
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AND c.createdDate >= DATEADD(MONTH, -@Months, GETUTCDATE())
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AND c.isActive = 1
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WHERE a.accountType = 'Customer' AND a.isActive = 1
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GROUP BY a.accountId, a.accountName
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ORDER BY closureRate DESC;
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END;
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GO
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-- 7. SLA Compliance Report
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CREATE OR ALTER PROCEDURE sp_SLAComplianceReport
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AS
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BEGIN
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SELECT
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c.caseNumber,
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c.title,
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sk.kpiName,
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sk.metricValue,
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sk.metricUnit,
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sk.targetValue,
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CASE
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WHEN sk.metricValue <= sk.targetValue THEN 'COMPLIANT'
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WHEN sk.metricValue <= sk.targetValue * 1.1 THEN 'WARNING'
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ELSE 'CRITICAL'
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END AS complianceStatus,
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CAST((sk.metricValue - sk.targetValue) * 100.0 / sk.targetValue AS DECIMAL(5,2)) AS variancePercent,
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a.accountName,
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u.firstName + ' ' + u.lastName AS owner
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FROM cdm.Case c
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JOIN cdm.SLAKPIInstance sk ON c.caseId = sk.caseId
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LEFT JOIN cdm.Account a ON c.accountId = a.accountId
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LEFT JOIN cdm.[User] u ON c.ownerUserId = u.userId
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WHERE c.status IN ('Active', 'Waiting')
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ORDER BY
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CASE
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WHEN sk.metricValue > sk.targetValue THEN 1
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ELSE 2
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END,
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sk.metricValue DESC;
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END;
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GO
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-- 8. Service Activity Schedule
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CREATE OR ALTER PROCEDURE sp_ServiceActivitySchedule
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@Days INT = 7
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AS
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BEGIN
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SELECT
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sa.activityId,
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sa.subject,
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s.serviceName,
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c.caseNumber,
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a.accountName,
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u.firstName + ' ' + u.lastName AS technician,
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CAST(sa.startTime AS DATE) AS scheduleDate,
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FORMAT(sa.startTime, 'HH:mm') AS startTime,
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FORMAT(sa.endTime, 'HH:mm') AS endTime,
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sa.duration,
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sa.location,
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sa.status
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FROM cdm.ServiceActivity sa
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LEFT JOIN cdm.Service s ON sa.serviceId = s.serviceId
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LEFT JOIN cdm.Case c ON sa.caseId = c.caseId
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LEFT JOIN cdm.Account a ON c.accountId = a.accountId
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LEFT JOIN cdm.[User] u ON sa.ownerUserId = u.userId
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WHERE sa.startTime >= GETUTCDATE()
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AND sa.startTime <= DATEADD(DAY, @Days, GETUTCDATE())
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AND sa.isActive = 1
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ORDER BY sa.startTime;
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END;
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GO
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-- ============================================================================
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-- ADMINISTRATIVE PROCEDURES
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-- ============================================================================
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-- 9. Close Resolved Cases
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CREATE OR ALTER PROCEDURE sp_CloseResolvedCases
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@DaysOld INT = 7,
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@UserIdClosing UNIQUEIDENTIFIER
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AS
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BEGIN
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UPDATE cdm.Case
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SET status = 'Closed',
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closedDate = GETUTCDATE(),
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modifiedBy = @UserIdClosing,
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modifiedOn = GETUTCDATE()
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WHERE status = 'Resolved'
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AND resolvedDate <= DATEADD(DAY, -@DaysOld, CAST(GETUTCDATE() AS DATE))
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AND isActive = 1;
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RETURN @@ROWCOUNT;
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END;
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GO
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-- 10. Archive Old Cases
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CREATE OR ALTER PROCEDURE sp_ArchiveOldCases
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@YearsOld INT = 2
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AS
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BEGIN
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UPDATE cdm.Case
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SET isActive = 0
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WHERE status IN ('Closed', 'Resolved')
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AND closedDate <= DATEADD(YEAR, -@YearsOld, GETUTCDATE())
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AND isActive = 1;
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RETURN @@ROWCOUNT;
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END;
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GO
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-- 11. Deactivate Expired Contracts
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CREATE OR ALTER PROCEDURE sp_DeactivateExpiredContracts
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AS
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BEGIN
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UPDATE cdm.Contract
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SET status = 'Expired',
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modifiedOn = GETUTCDATE()
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WHERE endDate < CAST(GETUTCDATE() AS DATE)
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AND status = 'Active'
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AND isActive = 1;
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RETURN @@ROWCOUNT;
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END;
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GO
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-- 12. Update Entitlement Status
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CREATE OR ALTER PROCEDURE sp_UpdateEntitlementStatus
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AS
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BEGIN
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UPDATE cdm.Entitlement
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SET status = 'Expired',
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modifiedOn = GETUTCDATE()
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WHERE endDate < CAST(GETUTCDATE() AS DATE)
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AND status = 'Active'
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AND isActive = 1;
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RETURN @@ROWCOUNT;
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END;
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GO
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-- 13. Update Case Overdue Status
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CREATE OR ALTER PROCEDURE sp_UpdateCaseOverdueStatus
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@ThresholdDays INT = 30
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AS
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BEGIN
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SELECT
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c.caseId,
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c.caseNumber,
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a.accountName,
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DATEDIFF(DAY, c.createdDate, GETUTCDATE()) AS daysOpen
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FROM cdm.Case c
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LEFT JOIN cdm.Account a ON c.accountId = a.accountId
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WHERE c.status IN ('Active', 'Waiting')
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AND DATEDIFF(DAY, c.createdDate, GETUTCDATE()) > @ThresholdDays
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AND c.isActive = 1
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ORDER BY DATEDIFF(DAY, c.createdDate, GETUTCDATE()) DESC;
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END;
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GO
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-- 14. Generate Contract Renewal Alerts
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CREATE OR ALTER PROCEDURE sp_ContractRenewalAlerts
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@DaysUntilExpiry INT = 30
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AS
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BEGIN
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SELECT
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c.contractId,
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c.contractNumber,
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c.contractName,
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a.accountName,
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c.endDate,
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DATEDIFF(DAY, GETUTCDATE(), c.endDate) AS daysUntilExpiry,
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c.contractValue,
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u.firstName + ' ' + u.lastName AS owner,
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u.email
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FROM cdm.Contract c
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LEFT JOIN cdm.Account a ON c.accountId = a.accountId
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LEFT JOIN cdm.[User] u ON c.ownerUserId = u.userId
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WHERE c.status = 'Active'
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AND DATEDIFF(DAY, GETUTCDATE(), c.endDate) <= @DaysUntilExpiry
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AND DATEDIFF(DAY, GETUTCDATE(), c.endDate) > 0
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AND c.isActive = 1
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ORDER BY c.endDate;
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END;
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GO
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-- ============================================================================
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-- DATA QUALITY QUERIES
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-- ============================================================================
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-- 15. Cases without Required Information
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CREATE OR ALTER PROCEDURE sp_CasesWithMissingData
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AS
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BEGIN
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SELECT
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'Missing Account' AS dataQualityIssue,
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COUNT(*) AS caseCount
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FROM cdm.Case
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WHERE accountId IS NULL AND isActive = 1
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UNION ALL
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SELECT
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'Missing Owner',
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COUNT(*)
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FROM cdm.Case
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WHERE ownerUserId IS NULL AND isActive = 1
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UNION ALL
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SELECT
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'Missing Contact (High Priority)',
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COUNT(*)
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FROM cdm.Case
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WHERE contactId IS NULL
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AND priority IN ('High', 'Critical')
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AND status IN ('Active', 'Waiting')
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AND isActive = 1;
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END;
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GO
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-- 16. Orphaned Records
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CREATE OR ALTER PROCEDURE sp_FindOrphanedRecords
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AS
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BEGIN
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-- Orphaned Service Activities (Case not found)
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SELECT 'Orphaned ServiceActivity' AS recordType, COUNT(*) AS count
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FROM cdm.ServiceActivity sa
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WHERE sa.caseId IS NOT NULL
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AND NOT EXISTS (SELECT 1 FROM cdm.Case c WHERE c.caseId = sa.caseId)
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UNION ALL
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-- Orphaned Tasks (Case not found)
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SELECT 'Orphaned Task', COUNT(*)
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FROM cdm.Task t
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WHERE t.caseId IS NOT NULL
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AND NOT EXISTS (SELECT 1 FROM cdm.Case c WHERE c.caseId = t.caseId)
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UNION ALL
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-- Orphaned ContractLines (Contract not found)
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SELECT 'Orphaned ContractLine', COUNT(*)
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FROM cdm.ContractLine cl
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WHERE NOT EXISTS (SELECT 1 FROM cdm.Contract c WHERE c.contractId = cl.contractId);
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END;
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GO
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-- ============================================================================
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-- REPORTING PROCEDURES
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-- ============================================================================
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-- 17. Monthly Activity Report
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CREATE OR ALTER PROCEDURE sp_MonthlyActivityReport
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@Year INT,
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@Month INT
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AS
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BEGIN
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DECLARE @StartDate DATE = DATEFROMPARTS(@Year, @Month, 1);
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DECLARE @EndDate DATE = EOMONTH(@StartDate);
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SELECT
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FORMAT(@StartDate, 'MMMM yyyy') AS reportMonth,
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(SELECT COUNT(*) FROM cdm.Case WHERE createdDate >= @StartDate AND createdDate <= @EndDate AND isActive = 1) AS newCases,
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(SELECT COUNT(*) FROM cdm.Case WHERE status = 'Closed' AND closedDate >= @StartDate AND closedDate <= @EndDate AND isActive = 1) AS closedCases,
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(SELECT COUNT(*) FROM cdm.ServiceActivity WHERE createdDate >= @StartDate AND createdDate <= @EndDate AND isActive = 1) AS serviceActivities,
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(SELECT COUNT(*) FROM cdm.Task WHERE createdDate >= @StartDate AND createdDate <= @EndDate) AS tasksCreated,
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(SELECT COUNT(*) FROM cdm.Task WHERE status = 'Completed' AND modifiedOn >= @StartDate AND modifiedOn <= @EndDate) AS tasksCompleted,
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(SELECT COUNT(*) FROM cdm.Contract WHERE status = 'Active' AND startDate <= @EndDate AND endDate >= @StartDate) AS activeContracts;
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END;
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GO
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-- 18. Customer Revenue Analysis
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CREATE OR ALTER PROCEDURE sp_CustomerRevenueAnalysis
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AS
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BEGIN
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SELECT
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TOP 20
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a.accountId,
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a.accountName,
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a.industry,
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COUNT(DISTINCT c.contractId) AS numberOfContracts,
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SUM(c.contractValue) AS totalContractValue,
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AVG(c.contractValue) AS avgContractValue,
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COUNT(DISTINCT CASE WHEN c.status = 'Active' THEN c.contractId END) AS activeContracts,
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COUNT(DISTINCT ca.caseId) AS totalCases,
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SUM(CASE WHEN ca.status = 'Closed' THEN 1 ELSE 0 END) AS closedCases
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FROM cdm.Account a
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LEFT JOIN cdm.Contract c ON a.accountId = c.accountId
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LEFT JOIN cdm.Case ca ON a.accountId = ca.accountId
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WHERE a.accountType = 'Customer' AND a.isActive = 1
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GROUP BY a.accountId, a.accountName, a.industry
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ORDER BY totalContractValue DESC;
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END;
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GO
|
||||
|
||||
-- 19. Resource Utilization Report
|
||||
CREATE OR ALTER PROCEDURE sp_ResourceUtilizationReport
|
||||
@Days INT = 30
|
||||
AS
|
||||
BEGIN
|
||||
SELECT
|
||||
r.resourceId,
|
||||
r.resourceName,
|
||||
r.resourceType,
|
||||
COUNT(DISTINCT sa.activityId) AS scheduledActivities,
|
||||
SUM(sa.duration) AS totalMinutesScheduled,
|
||||
AVG(sa.duration) AS avgActivityDuration,
|
||||
COUNT(DISTINCT CASE WHEN sa.status = 'Completed' THEN sa.activityId END) AS completedActivities,
|
||||
COUNT(DISTINCT CASE WHEN sa.status = 'In Progress' THEN sa.activityId END) AS inProgressActivities,
|
||||
COUNT(DISTINCT CASE WHEN sa.status = 'Scheduled' THEN sa.activityId END) AS scheduledForFuture
|
||||
FROM cdm.Resource r
|
||||
LEFT JOIN cdm.[User] u ON r.userId = u.userId
|
||||
LEFT JOIN cdm.ServiceActivity sa ON u.userId = sa.ownerUserId
|
||||
AND sa.startTime >= DATEADD(DAY, -@Days, GETUTCDATE())
|
||||
AND sa.isActive = 1
|
||||
WHERE r.resourceType = 'User' AND r.isActive = 1
|
||||
GROUP BY r.resourceId, r.resourceName, r.resourceType
|
||||
ORDER BY totalMinutesScheduled DESC;
|
||||
END;
|
||||
|
||||
GO
|
||||
|
||||
-- 20. Knowledge Article Effectiveness
|
||||
CREATE OR ALTER PROCEDURE sp_KnowledgeArticleEffectiveness
|
||||
AS
|
||||
BEGIN
|
||||
SELECT
|
||||
TOP 20
|
||||
ka.articleId,
|
||||
ka.title,
|
||||
ka.category,
|
||||
ka.viewCount,
|
||||
COUNT(DISTINCT kai.caseId) AS linkedToCases,
|
||||
COUNT(DISTINCT CASE WHEN kai.isResolved = 1 THEN kai.caseId END) AS helpedResolve,
|
||||
CASE
|
||||
WHEN COUNT(DISTINCT kai.caseId) > 0
|
||||
THEN CAST(COUNT(DISTINCT CASE WHEN kai.isResolved = 1 THEN kai.caseId END) * 100.0 / COUNT(DISTINCT kai.caseId) AS DECIMAL(5,2))
|
||||
ELSE 0
|
||||
END AS resolutionRate,
|
||||
ka.publishedDate
|
||||
FROM cdm.KnowledgeArticle ka
|
||||
LEFT JOIN cdm.KnowledgeArticleIncident kai ON ka.articleId = kai.articleId
|
||||
WHERE ka.status = 'Published' AND ka.isActive = 1
|
||||
GROUP BY ka.articleId, ka.title, ka.category, ka.viewCount, ka.publishedDate
|
||||
ORDER BY ka.viewCount DESC;
|
||||
END;
|
||||
|
||||
GO
|
||||
|
||||
-- ============================================================================
|
||||
-- USAGE EXAMPLES
|
||||
-- ============================================================================
|
||||
|
||||
/*
|
||||
|
||||
-- Execute Executive Dashboard View
|
||||
SELECT * FROM cdm.v_ExecutiveDashboard;
|
||||
|
||||
-- Get Agent Performance
|
||||
SELECT * FROM cdm.v_AgentPerformance
|
||||
ORDER BY closedCases DESC;
|
||||
|
||||
-- Get Contract Utilization
|
||||
SELECT * FROM cdm.v_ContractUtilizationDashboard
|
||||
WHERE utilizationStatus != 'NORMAL';
|
||||
|
||||
-- Case Volume Analysis
|
||||
EXEC sp_CaseVolumeByPriority @Days = 90;
|
||||
|
||||
-- Customer Satisfaction Analysis
|
||||
EXEC sp_CustomerSatisfactionAnalysis @Months = 6;
|
||||
|
||||
-- SLA Compliance Report
|
||||
EXEC sp_SLAComplianceReport;
|
||||
|
||||
-- Service Activity Schedule
|
||||
EXEC sp_ServiceActivitySchedule @Days = 7;
|
||||
|
||||
-- Overdue Cases (> 30 days)
|
||||
EXEC sp_UpdateCaseOverdueStatus @ThresholdDays = 30;
|
||||
|
||||
-- Contract Renewal Alerts (within 30 days)
|
||||
EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 30;
|
||||
|
||||
-- Data Quality Issues
|
||||
EXEC sp_CasesWithMissingData;
|
||||
|
||||
-- Monthly Activity Report
|
||||
EXEC sp_MonthlyActivityReport @Year = 2024, @Month = 9;
|
||||
|
||||
-- Top Revenue Customers
|
||||
EXEC sp_CustomerRevenueAnalysis;
|
||||
|
||||
-- Resource Utilization
|
||||
EXEC sp_ResourceUtilizationReport @Days = 30;
|
||||
|
||||
-- Knowledge Article Effectiveness
|
||||
EXEC sp_KnowledgeArticleEffectiveness;
|
||||
|
||||
*/
|
||||
|
||||
PRINT 'All reporting and administrative procedures created successfully!';
|
||||
|
||||
Reference in New Issue
Block a user