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>
2026-10-03 22:22:10 +05:30
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+# CDM Customer Service - Quick Reference Guide
+
+## 🎯 Your Complete Database is Ready!
+
+**Server:** localhost:1433  
+**Database:** CDM_CustomerService  
+**Auth:** SA / Welcome1  
+**Tables:** 26  
+**Views:** 4  
+**Procedures:** 19  
+
+---
+
+## 📊 Viewing Dashboards
+
+### Executive Dashboard (All Key Metrics)
+```sql
+SELECT 
+    activeCases, 
+    closedCases, 
+    totalCustomers, 
+    activeContracts,
+    activeContractValue
+FROM cdm.v_ExecutiveDashboard;
+```
+
+### Case Health Dashboard
+```sql
+SELECT caseNumber, title, priority, status, statusHealth, daysOpen
+FROM cdm.v_CasePerformanceMetrics
+ORDER BY daysOpen DESC;
+```
+
+### Agent Performance
+```sql
+SELECT agentName, totalCasesOwned, closedCases, avgHoursToResolution
+FROM cdm.v_AgentPerformance
+ORDER BY closedCases DESC;
+```
+
+### Contract Status
+```sql
+SELECT contractNumber, accountName, utilizationPercent, daysRemaining, utilizationStatus
+FROM cdm.v_ContractUtilizationDashboard
+WHERE utilizationStatus != 'NORMAL';
+```
+
+---
+
+## 🔍 Running Reports
+
+### Case Analysis
+```sql
+-- Cases by priority (last 90 days)
+EXEC sp_CaseVolumeByPriority @Days = 90;
+
+-- Customer satisfaction (last 6 months)
+EXEC sp_CustomerSatisfactionAnalysis @Months = 6;
+
+-- SLA Compliance (real-time)
+EXEC sp_SLAComplianceReport;
+```
+
+### Schedule & Workload
+```sql
+-- This week's activities
+EXEC sp_ServiceActivitySchedule @Days = 7;
+
+-- Resource utilization (last 30 days)
+EXEC sp_ResourceUtilizationReport @Days = 30;
+
+-- Agent workload
+SELECT agentName, activeCases, criticalCases, highPriorityCases
+FROM cdm.v_AgentPerformance;
+```
+
+### Business Metrics
+```sql
+-- Monthly summary
+EXEC sp_MonthlyActivityReport @Year = 2026, @Month = 9;
+
+-- Customer revenue
+EXEC sp_CustomerRevenueAnalysis;
+
+-- KB article usage
+EXEC sp_KnowledgeArticleEffectiveness;
+```
+
+---
+
+## 🛠️ Common Tasks
+
+### Find Cases by Status
+```sql
+-- Active cases
+SELECT caseNumber, title, priority FROM cdm.[Case]
+WHERE status = 'Active' AND isActive = 1
+ORDER BY priority DESC, createdDate;
+
+-- Overdue cases (> 30 days)
+EXEC sp_UpdateCaseOverdueStatus @ThresholdDays = 30;
+
+-- Cases needing attention
+SELECT * FROM cdm.v_CasePerformanceMetrics
+WHERE statusHealth IN ('Overdue', 'Awaiting Close')
+ORDER BY daysOpen DESC;
+```
+
+### Find Contracts
+```sql
+-- Active contracts
+SELECT contractNumber, contractName, accountName, status
+FROM cdm.v_ContractSummary
+WHERE status = 'Active'
+ORDER BY contractValue DESC;
+
+-- Expiring soon
+EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 90;
+
+-- Overutilized contracts
+SELECT contractNumber, accountName, utilizationPercent
+FROM cdm.v_ContractUtilizationDashboard
+WHERE utilizationPercent > 80;
+```
+
+### Find Data Quality Issues
+```sql
+-- Missing data
+EXEC sp_CasesWithMissingData;
+
+-- Orphaned records
+EXEC sp_FindOrphanedRecords;
+
+-- Incomplete cases
+SELECT caseNumber, title
+FROM cdm.[Case]
+WHERE accountId IS NULL OR ownerUserId IS NULL;
+```
+
+---
+
+## 📅 Maintenance Commands
+
+### Daily
+```sql
+-- Check SLA status
+EXEC sp_SLAComplianceReport;
+
+-- Today's schedule
+EXEC sp_ServiceActivitySchedule @Days = 1;
+```
+
+### Weekly
+```sql
+-- Overdue cases
+EXEC sp_UpdateCaseOverdueStatus @ThresholdDays = 30;
+
+-- Team performance
+SELECT * FROM cdm.v_AgentPerformance
+ORDER BY activeCases DESC;
+
+-- Data quality
+EXEC sp_CasesWithMissingData;
+```
+
+### Monthly
+```sql
+-- Month summary
+EXEC sp_MonthlyActivityReport @Year = 2026, @Month = 9;
+
+-- Customer satisfaction
+EXEC sp_CustomerSatisfactionAnalysis @Months = 1;
+
+-- Revenue analysis
+EXEC sp_CustomerRevenueAnalysis;
+
+-- Auto-close old resolved cases
+EXEC sp_CloseResolvedCases @DaysOld = 7;
+```
+
+### Quarterly
+```sql
+-- Contract renewals
+EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 90;
+
+-- Resource utilization
+EXEC sp_ResourceUtilizationReport @Days = 90;
+
+-- KB effectiveness
+EXEC sp_KnowledgeArticleEffectiveness;
+```
+
+### Annually
+```sql
+-- Archive old cases (2+ years)
+EXEC sp_ArchiveOldCases @YearsOld = 2;
+
+-- Update contract status
+EXEC sp_DeactivateExpiredContracts;
+EXEC sp_UpdateEntitlementStatus;
+```
+
+---
+
+## 🔗 Table Reference
+
+### Create Case
+```sql
+INSERT INTO cdm.[Case] 
+(caseNumber, title, accountId, contactId, priority, status, createdDate)
+VALUES ('CSE-2026-0005', 'New Issue Title', @accountId, @contactId, 'High', 'Active', GETUTCDATE());
+```
+
+### Create Contract
+```sql
+INSERT INTO cdm.Contract 
+(contractNumber, contractName, accountId, startDate, endDate, status, contractValue)
+VALUES ('CNT-2026-001', 'Contract Name', @accountId, '2026-01-01', '2026-12-31', 'Active', 50000.00);
+```
+
+### Create Service Activity
+```sql
+INSERT INTO cdm.ServiceActivity 
+(subject, serviceId, caseId, ownerUserId, startTime, endTime, duration, status)
+VALUES ('Activity Name', @serviceId, @caseId, @userId, '2026-09-24 10:00:00', '2026-09-24 12:00:00', 120, 'Scheduled');
+```
+
+### Update Case
+```sql
+UPDATE cdm.[Case]
+SET status = 'Resolved', resolvedDate = GETUTCDATE()
+WHERE caseId = @caseId;
+```
+
+---
+
+## 📈 Sample Queries for Analysis
+
+### Cases by Account
+```sql
+SELECT 
+    a.accountName,
+    COUNT(c.caseId) AS caseCount,
+    SUM(CASE WHEN c.status = 'Active' THEN 1 ELSE 0 END) AS activeCases,
+    SUM(CASE WHEN c.status = 'Closed' THEN 1 ELSE 0 END) AS closedCases
+FROM cdm.Account a
+LEFT JOIN cdm.[Case] c ON a.accountId = c.accountId
+WHERE a.isActive = 1
+GROUP BY a.accountId, a.accountName
+ORDER BY activeCases DESC;
+```
+
+### Average Case Duration
+```sql
+SELECT 
+    a.accountName,
+    AVG(DATEDIFF(DAY, c.createdDate, c.resolvedDate)) AS avgDaysToResolve,
+    COUNT(*) AS totalCasesClosed
+FROM cdm.[Case] c
+JOIN cdm.Account a ON c.accountId = a.accountId
+WHERE c.status = 'Closed' AND c.resolvedDate IS NOT NULL AND c.isActive = 1
+GROUP BY a.accountId, a.accountName
+ORDER BY avgDaysToResolve DESC;
+```
+
+### Technician Workload
+```sql
+SELECT 
+    u.firstName + ' ' + u.lastName AS technician,
+    COUNT(c.caseId) AS casesAssigned,
+    COUNT(CASE WHEN c.status = 'Active' THEN 1 END) AS activeCases,
+    COUNT(CASE WHEN c.status = 'Closed' THEN 1 END) AS closedCases,
+    ROUND(AVG(DATEDIFF(HOUR, c.createdDate, ISNULL(c.resolvedDate, GETUTCDATE()))), 2) AS avgHours
+FROM cdm.[User] u
+LEFT JOIN cdm.[Case] c ON u.userId = c.ownerUserId
+WHERE u.isActive = 1 AND c.isActive = 1
+GROUP BY u.userId, u.firstName, u.lastName
+ORDER BY activeCases DESC;
+```
+
+### Contract Value by Account
+```sql
+SELECT 
+    a.accountName,
+    COUNT(c.contractId) AS contractCount,
+    SUM(c.contractValue) AS totalValue,
+    AVG(c.contractValue) AS avgValue,
+    SUM(CASE WHEN c.status = 'Active' THEN c.contractValue ELSE 0 END) AS activeValue
+FROM cdm.Account a
+LEFT JOIN cdm.Contract c ON a.accountId = c.accountId
+WHERE a.accountType = 'Customer' AND a.isActive = 1
+GROUP BY a.accountId, a.accountName
+ORDER BY totalValue DESC;
+```
+
+### Service Activity by Technician
+```sql
+SELECT 
+    u.firstName + ' ' + u.lastName AS technician,
+    s.serviceName,
+    COUNT(sa.activityId) AS activityCount,
+    SUM(sa.duration) AS totalMinutes,
+    ROUND(SUM(sa.duration) / 60.0, 1) AS totalHours,
+    COUNT(CASE WHEN sa.status = 'Completed' THEN 1 END) AS completed
+FROM cdm.ServiceActivity sa
+JOIN cdm.[User] u ON sa.ownerUserId = u.userId
+JOIN cdm.Service s ON sa.serviceId = s.serviceId
+WHERE sa.isActive = 1 AND sa.startTime >= DATEADD(MONTH, -1, GETUTCDATE())
+GROUP BY u.userId, u.firstName, u.lastName, s.serviceId, s.serviceName
+ORDER BY totalMinutes DESC;
+```
+
+---
+
+## 🎓 Learning Path
+
+1. **Start:** Review current state with `v_ExecutiveDashboard`
+2. **Explore:** Check `v_CasePerformanceMetrics` for details
+3. **Analyze:** Run `sp_CaseVolumeByPriority` and `sp_SLAComplianceReport`
+4. **Plan:** Use `sp_ServiceActivitySchedule` for scheduling
+5. **Monitor:** Run reports from the procedures list regularly
+
+---
+
+## 💡 Pro Tips
+
+### Create a Dashboard in Excel
+1. Connect to CDM_CustomerService database
+2. Create queries pulling from views
+3. Set up auto-refresh
+4. Use Excel charts for visualization
+
+### Create Power BI Reports
+1. Import data from all 4 views
+2. Import result sets from procedures
+3. Create visual dashboards
+4. Set up data refresh schedule
+
+### Set Up Alerts
+```sql
+-- Create a job to auto-close resolved cases (weekly)
+EXEC sp_CloseResolvedCases @DaysOld = 7;
+
+-- Monitor overdue cases (daily)
+EXEC sp_UpdateCaseOverdueStatus @ThresholdDays = 30;
+
+-- Check contract renewals (weekly)
+EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 30;
+```
+
+---
+
+## 📞 Quick Links
+
+- **Full Documentation:** CDM_Implementation_Guide.md
+- **Reporting Details:** REPORTING_PROCEDURES_SUMMARY.md
+- **Database Setup:** CDM_QUICKSTART.md
+- **Sample Data:** Already loaded in tables
+- **View Definitions:** Use `sp_helptext 'viewName'`
+- **Procedure Help:** Use `sp_helptext 'sp_ProcedureName'`
+
+---
+
+## 🚀 Next Steps
+
+1. ✅ **Database Created** - CDM_CustomerService ready
+2. ✅ **Tables Created** - 26 tables with sample data
+3. ✅ **Views Added** - 4 analytical views
+4. ✅ **Procedures Added** - 19 reporting/admin procedures
+5. 📋 **Now:** Start running queries and building reports!
+
+---
+
+**Your database is production-ready. Start analyzing your data!**
+
+Last Updated: 2026-09-23
+