# CDM Customer Service - Reporting Procedures Summary

## ✅ Installation Complete

All reporting views and procedures have been successfully added to your `CDM_CustomerService` database.

---

## 📊 Available Views (4 Total)

### 1. v_ExecutiveDashboard
**Purpose:** Key performance metrics at a glance

**Returns:**
- Active cases count
- Resolved cases count
- Closed cases count
- Total customers count
- Active contracts count
- Total active contract value
- Affected contacts count
- Average days to close

**Usage:**
```sql
SELECT * FROM cdm.v_ExecutiveDashboard;
```

---

### 2. v_CasePerformanceMetrics
**Purpose:** Detailed case health and performance tracking

**Returns:**
- Case ID, number, title, priority, status
- Associated account name
- Case owner name
- Days case has been open
- Hours to resolution
- Service duration
- Status health (Complete, Overdue, On Track, Awaiting Close)

**Usage:**
```sql
SELECT * FROM cdm.v_CasePerformanceMetrics
WHERE statusHealth = 'Overdue';
```

---

### 3. v_AgentPerformance
**Purpose:** Support team performance metrics

**Returns:**
- Agent name
- Total cases owned
- Active cases count
- Closed cases count
- Average hours to resolution
- Critical cases count
- High priority cases count

**Usage:**
```sql
SELECT * FROM cdm.v_AgentPerformance
ORDER BY closedCases DESC;
```

---

### 4. v_ContractUtilizationDashboard
**Purpose:** Track contract usage and expiration

**Returns:**
- Contract number and name
- Account name
- Contract duration in days
- Days remaining
- Total units included/used
- Utilization percentage
- Contract value
- Utilization status (NORMAL, APPROACHING LIMIT, EXCEEDED)

**Usage:**
```sql
SELECT * FROM cdm.v_ContractUtilizationDashboard
WHERE utilizationStatus != 'NORMAL';
```

---

## 🔍 Analytics Procedures (8 Total)

### sp_CaseVolumeByPriority
**Purpose:** Case distribution and resolution time by priority

**Parameters:**
- `@Days INT` (default: 90) - Number of days to analyze

**Usage:**
```sql
EXEC sp_CaseVolumeByPriority @Days = 90;
```

**Returns:**
- Priority level
- Case count
- Percentage of total
- Average hours to resolution

**Sample Results:**
```
High      2     50.00%   0 hours
Medium    1     25.00%   0 hours
Low       1     25.00%   0 hours
```

---

### sp_CustomerSatisfactionAnalysis
**Purpose:** Customer service metrics and satisfaction tracking

**Parameters:**
- `@Months INT` (default: 6) - Number of months to analyze

**Usage:**
```sql
EXEC sp_CustomerSatisfactionAnalysis @Months = 6;
```

**Returns:**
- Account ID and name
- Total cases
- Closed cases count
- Closure rate (%)
- Average days open
- Unique contacts count
- Critical cases count

**Sample Results:**
```
Acme Corporation       2 cases    0% closed    0 days avg    1 critical
TechVision Inc         1 case     0% closed    0 days avg    0 critical
Global Services Ltd    1 case     0% closed    0 days avg    0 critical
```

---

### sp_SLAComplianceReport
**Purpose:** Real-time SLA compliance tracking

**Usage:**
```sql
EXEC sp_SLAComplianceReport;
```

**Returns:**
- Case number and title
- SLA KPI name (e.g., Response Time, Resolution Time)
- Metric value
- Target value
- Compliance status (COMPLIANT, WARNING, CRITICAL)
- Variance percentage
- Associated account
- Case owner

**Sample Results:**
```
CSE-2024-0001  System Login Issues    First Response Time    30 min    60 min    COMPLIANT    -50%
CSE-2024-0001  System Login Issues    Resolution Time        480 min   1440 min  COMPLIANT    -66%
CSE-2024-0002  Database Performance   First Response Time    45 min    60 min    COMPLIANT    -25%
CSE-2024-0003  Software Installation  First Response Time    120 min   120 min   COMPLIANT     0%
```

---

### sp_ServiceActivitySchedule
**Purpose:** View upcoming scheduled service activities

**Parameters:**
- `@Days INT` (default: 7) - Number of days to look ahead

**Usage:**
```sql
EXEC sp_ServiceActivitySchedule @Days = 7;
```

**Returns:**
- Activity ID and subject
- Service name
- Associated case number
- Account name
- Assigned technician
- Schedule date and time
- Duration (minutes)
- Location
- Status

---

### sp_MonthlyActivityReport
**Purpose:** Monthly summary of operations

**Parameters:**
- `@Year INT` - Year (e.g., 2026)
- `@Month INT` - Month (1-12)

**Usage:**
```sql
EXEC sp_MonthlyActivityReport @Year = 2024, @Month = 9;
```

**Returns:**
- Report month
- New cases created
- Cases closed
- Service activities completed
- Tasks created
- Tasks completed
- Active contracts

---

### sp_CustomerRevenueAnalysis
**Purpose:** Revenue metrics per customer

**Usage:**
```sql
EXEC sp_CustomerRevenueAnalysis;
```

**Returns:**
- Top 20 customers by revenue
- Number of active contracts
- Total contract value
- Average contract value
- Active contracts count
- Total cases
- Closed cases count

---

### sp_ResourceUtilizationReport
**Purpose:** Technician/resource capacity analysis

**Parameters:**
- `@Days INT` (default: 30) - Number of days to analyze

**Usage:**
```sql
EXEC sp_ResourceUtilizationReport @Days = 30;
```

**Returns:**
- Resource name and type
- Scheduled activities count
- Total minutes scheduled
- Average activity duration
- Completed activities count
- In-progress activities count
- Future scheduled activities count

---

### sp_KnowledgeArticleEffectiveness
**Purpose:** Track KB article usage and effectiveness

**Usage:**
```sql
EXEC sp_KnowledgeArticleEffectiveness;
```

**Returns:**
- Top 20 articles by view count
- Article title and category
- View count
- Cases linked to article
- Cases helped resolve
- Resolution rate (%)
- Published date

---

## ⚙️ Administrative Procedures (5 Total)

### sp_CloseResolvedCases
**Purpose:** Auto-close cases that have been resolved for specified time

**Parameters:**
- `@DaysOld INT` (default: 7) - Days since resolution before auto-closing

**Usage:**
```sql
EXEC sp_CloseResolvedCases @DaysOld = 7;
```

**Returns:**
- Message confirming number of cases closed

---

### sp_ArchiveOldCases
**Purpose:** Archive historical cases to reduce active data

**Parameters:**
- `@YearsOld INT` (default: 2) - Archive cases older than this many years

**Usage:**
```sql
EXEC sp_ArchiveOldCases @YearsOld = 2;
```

**Returns:**
- Message confirming number of cases archived

---

### sp_DeactivateExpiredContracts
**Purpose:** Mark expired contracts as inactive

**Usage:**
```sql
EXEC sp_DeactivateExpiredContracts;
```

**Returns:**
- Message confirming number of contracts expired

---

### sp_UpdateEntitlementStatus
**Purpose:** Mark expired entitlements as inactive

**Usage:**
```sql
EXEC sp_UpdateEntitlementStatus;
```

**Returns:**
- Message confirming number of entitlements expired

---

### sp_ContractRenewalAlerts
**Purpose:** Identify contracts coming up for renewal

**Parameters:**
- `@DaysUntilExpiry INT` (default: 30) - Days until expiration threshold

**Usage:**
```sql
EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 30;
```

**Returns:**
- Contract number and name
- Account name
- End date
- Days until expiry
- Contract value
- Contract owner and email

---

## 🔍 Data Quality Procedures (2 Total)

### sp_CasesWithMissingData
**Purpose:** Identify data quality issues in cases

**Usage:**
```sql
EXEC sp_CasesWithMissingData;
```

**Returns:**
- Data quality issue description
- Count of cases with that issue

**Issues Checked:**
- Missing Account
- Missing Owner
- Missing Contact (High Priority cases)

---

### sp_FindOrphanedRecords
**Purpose:** Find orphaned records that reference missing parent entities

**Usage:**
```sql
EXEC sp_FindOrphanedRecords;
```

**Returns:**
- Record type (ServiceActivity, Task, ContractLine, etc.)
- Count of orphaned records

---

## 🚀 Quick Start Examples

### Daily Operations Dashboard
```sql
-- Get executive metrics
SELECT * FROM cdm.v_ExecutiveDashboard;

-- View overdue cases
SELECT * FROM cdm.v_CasePerformanceMetrics
WHERE statusHealth = 'Overdue';

-- Check SLA compliance
EXEC sp_SLAComplianceReport;

-- View today's schedule
EXEC sp_ServiceActivitySchedule @Days = 1;
```

### Weekly Reports
```sql
-- Agent performance review
SELECT * FROM cdm.v_AgentPerformance
ORDER BY closedCases DESC;

-- Case volume by priority
EXEC sp_CaseVolumeByPriority @Days = 7;

-- Contract utilization
SELECT * FROM cdm.v_ContractUtilizationDashboard;

-- Data quality check
EXEC sp_CasesWithMissingData;
```

### Monthly Operations
```sql
-- Monthly activity summary
EXEC sp_MonthlyActivityReport @Year = 2026, @Month = 9;

-- Customer satisfaction analysis
EXEC sp_CustomerSatisfactionAnalysis @Months = 1;

-- Customer revenue analysis
EXEC sp_CustomerRevenueAnalysis;

-- Resource utilization
EXEC sp_ResourceUtilizationReport @Days = 30;

-- Knowledge base effectiveness
EXEC sp_KnowledgeArticleEffectiveness;
```

### Maintenance Tasks
```sql
-- Close old resolved cases
EXEC sp_CloseResolvedCases @DaysOld = 7;

-- Archive old cases (annually)
EXEC sp_ArchiveOldCases @YearsOld = 2;

-- Update contract status
EXEC sp_DeactivateExpiredContracts;

-- Update entitlements
EXEC sp_UpdateEntitlementStatus;

-- Check for renewals (quarterly)
EXEC sp_ContractRenewalAlerts @DaysUntilExpiry = 90;
```

---

## 📋 Summary

**Total Reporting Objects Installed:**
- **Views:** 4
- **Analytics Procedures:** 8
- **Administrative Procedures:** 5
- **Data Quality Procedures:** 2
- **Total:** 19 objects

**Database:** CDM_CustomerService  
**Schema:** cdm  
**Status:** ✅ Production Ready

---

## 🔧 Maintenance Schedule

### Daily
- Check SLA Compliance: `EXEC sp_SLAComplianceReport;`
- View scheduled activities: `EXEC sp_ServiceActivitySchedule;`

### Weekly
- Agent performance: `SELECT * FROM cdm.v_AgentPerformance;`
- Case volume: `EXEC sp_CaseVolumeByPriority;`
- Data quality: `EXEC sp_CasesWithMissingData;`

### Monthly
- Activity report: `EXEC sp_MonthlyActivityReport;`
- Customer satisfaction: `EXEC sp_CustomerSatisfactionAnalysis;`
- Revenue analysis: `EXEC sp_CustomerRevenueAnalysis;`

### Quarterly
- Resource utilization: `EXEC sp_ResourceUtilizationReport;`
- Contract renewals: `EXEC sp_ContractRenewalAlerts;`
- Knowledge effectiveness: `EXEC sp_KnowledgeArticleEffectiveness;`

### Annually
- Archive old cases: `EXEC sp_ArchiveOldCases;`

---

## 📞 Support

All procedures and views are documented in your project files:
- See `CDM_Implementation_Guide.md` for complete technical reference
- See `CDM_QUICKSTART.md` for quick reference

For questions about specific procedures, you can:
1. View the procedure definition: `sp_helptext 'sp_ProcedureName'`
2. Review the parameter documentation in this file
3. Check the sample results and usage examples above

---

**Last Updated:** 2026-09-23  
**Database Version:** 1.0  
**Status:** ✅ All Reporting Tools Active and Tested