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
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# CDM Customer Service - Reporting Procedures Summary
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## ✅ Installation Complete
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All reporting views and procedures have been successfully added to your `CDM_CustomerService` database.
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---
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## 📊 Available Views (4 Total)
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### 1. v_ExecutiveDashboard
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**Purpose:** Key performance metrics at a glance
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**Returns:**
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- Active cases count
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- Resolved cases count
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- Closed cases count
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- Total customers count
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- Active contracts count
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- Total active contract value
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- Affected contacts count
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- Average days to close
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**Usage:**
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```sql
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SELECT * FROM cdm.v_ExecutiveDashboard;
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```
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---
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### 2. v_CasePerformanceMetrics
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**Purpose:** Detailed case health and performance tracking
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**Returns:**
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- Case ID, number, title, priority, status
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- Associated account name
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- Case owner name
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- Days case has been open
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- Hours to resolution
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- Service duration
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- Status health (Complete, Overdue, On Track, Awaiting Close)
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**Usage:**
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```sql
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SELECT * FROM cdm.v_CasePerformanceMetrics
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WHERE statusHealth = 'Overdue';
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```
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---
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### 3. v_AgentPerformance
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**Purpose:** Support team performance metrics
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**Returns:**
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- Agent name
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- Total cases owned
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- Active cases count
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- Closed cases count
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- Average hours to resolution
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- Critical cases count
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- High priority cases count
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**Usage:**
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```sql
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SELECT * FROM cdm.v_AgentPerformance
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ORDER BY closedCases DESC;
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```
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---
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### 4. v_ContractUtilizationDashboard
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**Purpose:** Track contract usage and expiration
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**Returns:**
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- Contract number and name
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- Account name
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- Contract duration in days
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- Days remaining
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- Total units included/used
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- Utilization percentage
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- Contract value
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- Utilization status (NORMAL, APPROACHING LIMIT, EXCEEDED)
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**Usage:**
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```sql
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SELECT * FROM cdm.v_ContractUtilizationDashboard
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WHERE utilizationStatus != 'NORMAL';
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```
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---
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## 🔍 Analytics Procedures (8 Total)
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### sp_CaseVolumeByPriority
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**Purpose:** Case distribution and resolution time by priority
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**Parameters:**
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- `@Days INT` (default: 90) - Number of days to analyze
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**Usage:**
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```sql
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EXEC sp_CaseVolumeByPriority @Days = 90;
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```
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**Returns:**
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- Priority level
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- Case count
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- Percentage of total
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- Average hours to resolution
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**Sample Results:**
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```
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High 2 50.00% 0 hours
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Medium 1 25.00% 0 hours
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Low 1 25.00% 0 hours
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```
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---
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### sp_CustomerSatisfactionAnalysis
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**Purpose:** Customer service metrics and satisfaction tracking
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**Parameters:**
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- `@Months INT` (default: 6) - Number of months to analyze
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**Usage:**
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```sql
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EXEC sp_CustomerSatisfactionAnalysis @Months = 6;
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```
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**Returns:**
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- Account ID and name
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- Total cases
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- Closed cases count
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- Closure rate (%)
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- Average days open
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- Unique contacts count
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- Critical cases count
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**Sample Results:**
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```
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Acme Corporation 2 cases 0% closed 0 days avg 1 critical
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TechVision Inc 1 case 0% closed 0 days avg 0 critical
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Global Services Ltd 1 case 0% closed 0 days avg 0 critical
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```
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---
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### sp_SLAComplianceReport
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**Purpose:** Real-time SLA compliance tracking
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**Usage:**
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```sql
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EXEC sp_SLAComplianceReport;
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```
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**Returns:**
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- Case number and title
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- SLA KPI name (e.g., Response Time, Resolution Time)
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- Metric value
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- Target value
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- Compliance status (COMPLIANT, WARNING, CRITICAL)
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- Variance percentage
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- Associated account
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- Case owner
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**Sample Results:**
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```
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CSE-2024-0001 System Login Issues First Response Time 30 min 60 min COMPLIANT -50%
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CSE-2024-0001 System Login Issues Resolution Time 480 min 1440 min COMPLIANT -66%
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CSE-2024-0002 Database Performance First Response Time 45 min 60 min COMPLIANT -25%
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CSE-2024-0003 Software Installation First Response Time 120 min 120 min COMPLIANT 0%
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```
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---
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### sp_ServiceActivitySchedule
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**Purpose:** View upcoming scheduled service activities
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**Parameters:**
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- `@Days INT` (default: 7) - Number of days to look ahead
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**Usage:**
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```sql
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EXEC sp_ServiceActivitySchedule @Days = 7;
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```
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**Returns:**
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- Activity ID and subject
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- Service name
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- Associated case number
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- Account name
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- Assigned technician
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- Schedule date and time
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- Duration (minutes)
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- Location
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- Status
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---
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### sp_MonthlyActivityReport
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**Purpose:** Monthly summary of operations
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**Parameters:**
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- `@Year INT` - Year (e.g., 2026)
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- `@Month INT` - Month (1-12)
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**Usage:**
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```sql
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EXEC sp_MonthlyActivityReport @Year = 2024, @Month = 9;
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```
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**Returns:**
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- Report month
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- New cases created
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- Cases closed
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- Service activities completed
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- Tasks created
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- Tasks completed
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- Active contracts
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---
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### sp_CustomerRevenueAnalysis
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**Purpose:** Revenue metrics per customer
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**Usage:**
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```sql
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EXEC sp_CustomerRevenueAnalysis;
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```
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**Returns:**
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- Top 20 customers by revenue
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- Number of active contracts
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- Total contract value
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- Average contract value
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- Active contracts count
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- Total cases
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- Closed cases count
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---
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### sp_ResourceUtilizationReport
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**Purpose:** Technician/resource capacity analysis
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**Parameters:**
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- `@Days INT` (default: 30) - Number of days to analyze
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**Usage:**
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```sql
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EXEC sp_ResourceUtilizationReport @Days = 30;
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```
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**Returns:**
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- Resource name and type
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- Scheduled activities count
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- Total minutes scheduled
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- Average activity duration
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- Completed activities count
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- In-progress activities count
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- Future scheduled activities count
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---
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### sp_KnowledgeArticleEffectiveness
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**Purpose:** Track KB article usage and effectiveness
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**Usage:**
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```sql
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EXEC sp_KnowledgeArticleEffectiveness;
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```
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**Returns:**
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- Top 20 articles by view count
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- Article title and category
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- View count
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- Cases linked to article
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- Cases helped resolve
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- Resolution rate (%)
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- Published date
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---
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## ⚙️ Administrative Procedures (5 Total)
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### sp_CloseResolvedCases
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**Purpose:** Auto-close cases that have been resolved for specified time
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**Parameters:**
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- `@DaysOld INT` (default: 7) - Days since resolution before auto-closing
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**Usage:**
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```sql
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EXEC sp_CloseResolvedCases @DaysOld = 7;
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```
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**Returns:**
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- Message confirming number of cases closed
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---
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### sp_ArchiveOldCases
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**Purpose:** Archive historical cases to reduce active data
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**Parameters:**
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- `@YearsOld INT` (default: 2) - Archive cases older than this many years
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**Usage:**
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```sql
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EXEC sp_ArchiveOldCases @YearsOld = 2;
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```
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**Returns:**
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- Message confirming number of cases archived
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---
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### sp_DeactivateExpiredContracts
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**Purpose:** Mark expired contracts as inactive
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**Usage:**
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```sql
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EXEC sp_DeactivateExpiredContracts;
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```
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**Returns:**
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- Message confirming number of contracts expired
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---
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### sp_UpdateEntitlementStatus
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**Purpose:** Mark expired entitlements as inactive
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**Usage:**
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```sql
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EXEC sp_UpdateEntitlementStatus;
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```
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**Returns:**
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- Message confirming number of entitlements expired
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---
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### sp_ContractRenewalAlerts
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**Purpose:** Identify contracts coming up for renewal
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**Parameters:**
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- `@DaysUntilExpiry INT` (default: 30) - Days until expiration threshold
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**Usage:**
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```sql
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EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 30;
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```
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**Returns:**
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- Contract number and name
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- Account name
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- End date
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- Days until expiry
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- Contract value
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- Contract owner and email
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---
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## 🔍 Data Quality Procedures (2 Total)
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### sp_CasesWithMissingData
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**Purpose:** Identify data quality issues in cases
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**Usage:**
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```sql
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EXEC sp_CasesWithMissingData;
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```
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**Returns:**
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- Data quality issue description
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- Count of cases with that issue
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**Issues Checked:**
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- Missing Account
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- Missing Owner
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- Missing Contact (High Priority cases)
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---
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### sp_FindOrphanedRecords
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**Purpose:** Find orphaned records that reference missing parent entities
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**Usage:**
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```sql
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EXEC sp_FindOrphanedRecords;
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```
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**Returns:**
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- Record type (ServiceActivity, Task, ContractLine, etc.)
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- Count of orphaned records
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---
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## 🚀 Quick Start Examples
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### Daily Operations Dashboard
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```sql
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-- Get executive metrics
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SELECT * FROM cdm.v_ExecutiveDashboard;
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-- View overdue cases
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SELECT * FROM cdm.v_CasePerformanceMetrics
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WHERE statusHealth = 'Overdue';
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-- Check SLA compliance
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EXEC sp_SLAComplianceReport;
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-- View today's schedule
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EXEC sp_ServiceActivitySchedule @Days = 1;
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```
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### Weekly Reports
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```sql
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-- Agent performance review
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SELECT * FROM cdm.v_AgentPerformance
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ORDER BY closedCases DESC;
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-- Case volume by priority
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EXEC sp_CaseVolumeByPriority @Days = 7;
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-- Contract utilization
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SELECT * FROM cdm.v_ContractUtilizationDashboard;
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-- Data quality check
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EXEC sp_CasesWithMissingData;
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```
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### Monthly Operations
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```sql
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-- Monthly activity summary
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EXEC sp_MonthlyActivityReport @Year = 2026, @Month = 9;
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-- Customer satisfaction analysis
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EXEC sp_CustomerSatisfactionAnalysis @Months = 1;
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-- Customer revenue analysis
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EXEC sp_CustomerRevenueAnalysis;
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-- Resource utilization
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EXEC sp_ResourceUtilizationReport @Days = 30;
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-- Knowledge base effectiveness
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EXEC sp_KnowledgeArticleEffectiveness;
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```
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### Maintenance Tasks
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```sql
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-- Close old resolved cases
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EXEC sp_CloseResolvedCases @DaysOld = 7;
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-- Archive old cases (annually)
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EXEC sp_ArchiveOldCases @YearsOld = 2;
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-- Update contract status
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EXEC sp_DeactivateExpiredContracts;
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-- Update entitlements
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EXEC sp_UpdateEntitlementStatus;
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-- Check for renewals (quarterly)
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EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 90;
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```
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---
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## 📋 Summary
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**Total Reporting Objects Installed:**
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- **Views:** 4
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- **Analytics Procedures:** 8
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- **Administrative Procedures:** 5
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- **Data Quality Procedures:** 2
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- **Total:** 19 objects
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**Database:** CDM_CustomerService
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**Schema:** cdm
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**Status:** ✅ Production Ready
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---
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## 🔧 Maintenance Schedule
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### Daily
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- Check SLA Compliance: `EXEC sp_SLAComplianceReport;`
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- View scheduled activities: `EXEC sp_ServiceActivitySchedule;`
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### Weekly
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- Agent performance: `SELECT * FROM cdm.v_AgentPerformance;`
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- Case volume: `EXEC sp_CaseVolumeByPriority;`
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- Data quality: `EXEC sp_CasesWithMissingData;`
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### Monthly
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- Activity report: `EXEC sp_MonthlyActivityReport;`
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- Customer satisfaction: `EXEC sp_CustomerSatisfactionAnalysis;`
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- Revenue analysis: `EXEC sp_CustomerRevenueAnalysis;`
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### Quarterly
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- Resource utilization: `EXEC sp_ResourceUtilizationReport;`
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- Contract renewals: `EXEC sp_ContractRenewalAlerts;`
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- Knowledge effectiveness: `EXEC sp_KnowledgeArticleEffectiveness;`
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### Annually
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- Archive old cases: `EXEC sp_ArchiveOldCases;`
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---
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## 📞 Support
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All procedures and views are documented in your project files:
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- See `CDM_Implementation_Guide.md` for complete technical reference
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- See `CDM_QUICKSTART.md` for quick reference
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For questions about specific procedures, you can:
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1. View the procedure definition: `sp_helptext 'sp_ProcedureName'`
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2. Review the parameter documentation in this file
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3. Check the sample results and usage examples above
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---
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**Last Updated:** 2026-09-23
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**Database Version:** 1.0
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**Status:** ✅ All Reporting Tools Active and Tested
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Reference in New Issue
Block a user