secondbrain/REPORTING_PROCEDURES_SUMMARY.md

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:

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:

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:

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:

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:

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:

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:

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:

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:

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:

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:

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:

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:

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:

EXEC sp_ArchiveOldCases @YearsOld = 2;

Returns:

• Message confirming number of cases archived

---

sp_DeactivateExpiredContracts

Purpose: Mark expired contracts as inactive

Usage:

EXEC sp_DeactivateExpiredContracts;

Returns:

• Message confirming number of contracts expired

---

sp_UpdateEntitlementStatus

Purpose: Mark expired entitlements as inactive

Usage:

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:

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:

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:

EXEC sp_FindOrphanedRecords;

Returns:

• Record type (ServiceActivity, Task, ContractLine, etc.)
• Count of orphaned records

---

🚀 Quick Start Examples

Daily Operations Dashboard

-- 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

-- 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

-- 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

-- 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