AT&T Definity Enterprise R 8-2 CMS Custom Reports

CentreVu

® Call Management System

Custom Reports

585-215-822 Comcode 108501867 Issue 2 December 1996

Notice

Every effort was made to ensure that the informa tion in thi s book was complete and accura te at th e time o f prin tin g. Howev er , in format ion is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your tel ec ommunications system by an unauthorized party, for example, persons other than your com-

pany’s employees, agents, subcontractors, or persons working on your company’ s beh alf. Not e t hat t her e ma y be a ris k of toll f rau d ass oci at ed with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and confi guring your equipment to prevent unauthor ized use. The system manager is also responsible for reading all installation, instruc tion, and system administration doc uments provided with this pro duct in order to fully understand th e fe atures that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune fro m or will prevent unauthorized use of common-carrier telecommun ic ation services or facili ti es accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical support or assistan ce , c al l Technical Service Cen ter Toll Fraud Intervention Hotline at 1 800 643-2353.

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CentreVu is a trademark of Lucent Technologies. DEFINITY is a registered trademark of Lucent Technologies. INFORMIX is a registered trademark of Informix Software, Inc. SPARC trademarks, including SPARCserver are trademarks or registered trademark s of SPARC In ternat ion al Inc. S PAR Cser ver is li cense d exclusively to Sun Micr osystems, Inc. Products bearing SPARC trademarks are based upon an acrhitecture developed by Sun Microsystems, Inc. Sun, Sun Microsystems, Sun Microsystems Computer Corporation, the Sunlogo, the SMCC logo, SunLink, S unSe lect , Solaris, and Solstice DiskSuite ar e trademarks or registered trademar ks of S un Microsystems, Inc. UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Corporation. All other product names men ti one d he rein are the trademarks of their respective own er s .

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Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121. For technical support, customers outside the United States should call their Lucent Technologies Representative or Distributor.

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Lucent Technolo gies Busi nes s Com mun icat io ns Sy st ems de clar e s that the equipment specified in th is document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC

Heritage Statement

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To comment on this document, re turn the comment card at the front of the document.

Acknowledgment

This document was prepared by G l oba l L earning Solutions

Technologies, Denver, CO

The “CE” mark affixed to the equipment means that it conforms to the above Directives.

, Lucent

.

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P.O. Box 4100 Crawfordsville, IN 47933

Comcode 108501867 Issue 2, December 19 99

CentreVu

CMS Custom Reports

CentreVu®

Call Management System

Custom Reports

Preface

General Information P-1

CentreVu

CMS R3V5 Custom Reports

Preface

General Information 0

Audience 0

Introduction 0

This book is written for all CMS) Release 3 Vers ion 5 (R3V5) administrators and split/skill supervisors who are interested in creating custom reports.

The

CentreVu CMS R3V5 Custom Reports

written primarily for the parts of the split/skill supervisors) who have limited access to the

CentreVu

CMS, and secondarily for administrators (such as

 Call Management System (

(585-215-822) document was

CMS administrator who has access to all

CentreVu

CMS.

Preface

Organization and Use of This Document P-2

CentreVu

CMS R3V5 Custom Reports

Organization and Use of This Document 0

This document takes you through creating a custom report from beginning to end, starting with Chapter 2, "Getting Started"

"Advanced Report Design".

For a first-ti me user of the Custom Reports sub system, sta rt at the beginning of the document and read the Preface and Chapter 1, "Introduction to CentreVu

CMS Custom Reports", to become familiar with the content and structure of the

book.

and ending with Chapter 6,

Organizatio n of Document 0

The following list describes the contents of each chapter and appendix in this document.

Chapter 1

Introduction to CentreV u CMS Custom Reports

Chapter 1 gives the following informat ion:

●

Defines a custom report, the Screen Painter, and

CentreVu

how

●

Gives the tasks for creating a custom report

●

Lists the standard

CMS stores and retrieves data

CentreVu

CMS reports that

cannot be customized

●

Lists the

CentreVu

CMS database items that are not in any standard reports but can be used in custom reports.

Chapter 2

Getting Started

Chapter 2 shows you how to:

●

Define a custom report’ s name, access, and type

●

Change a custom report’s access or description

●

Delete a custom report.

Preface

Organization and Use of This Document P-3

CentreVu

CMS R3V5 Custom Reports

Chapter 3

Chapter 4

Using Screen Painter Editing Tools

Chapter 3 shows you how to:

●

Access the Screen Painter

●

Copy an existing report

●

Edit a report with blocks

●

Enter report text

●

Save your work.

Defining the Data for a Custom Report

Chapter 4 shows you how to:

●

Define fields for the report input window

●

Define report fields

●

Define bars in a report

●

Define the rows of data for a report

●

Define fields on the report to show when the report was run and what items the report covers.

Chapter 5

Chapter 6

Completing Your Custom Report

Chapter 5 shows you how to:

●

Highlight fields

●

Define no-scroll areas

●

Save and test a report design

●

Understand test design error messages

●

Run a custom report.

Advanced Report Design

Chapter 6 shows you how to:

●

Create a custom data table

●

Include forecast data in a custom report

●

Select rows from more than one table

●

Do other alternative row search conditions

●

Repeat aggregate function values in historical reports.

Glossary

Defines Custom Reports terms and some

CentreVu

CMS terms.

Preface

Organization and Use of This Document P-4

CentreVu

CMS R3V5 Custom Reports

Use of Document 0

Note

For a description of the

CentreVu CMS R3V5 Administration

For examples and explanations of standard repor ts, see the

CentreVu CMS R3V5 Reports

If you have the Forecast feature of

CentreVu CMS R3V5 Forecast

learn how to use the Forecast subsystem and read the reports. For a description of the

CentreVu CMS R3V8 Database Items and Calcul ations

939) document.

Use this document to step you through the process of creating CMS custom reports. It includes all of the information needed to learn how to create the reports.

CentreVu

CMS system, see the

(585-215-820) document.

(585-215-821) document.

CentreVu

(585-215-825) document to

CMS database items, see the

CMS, refer to the

(585-210-

Preface

Conventions Used in This Document P-5

CentreVu

CMS R3V5 Custom Reports

Conventions Used in This Document 0

The following conventions are used consistently throughout this document:

Terminology P-6

CentreVu

CMS R3V5 Custom Reports

Terminology 0

The following terms are used throughout this book. For additional CMS definitions, please refer to the Glossary.

Current Inter v a l Represents the current intrahour interval which

can be 15, 30, or 60 minutes. The current interval is part of the real-time database.

Daily Data Interval data that has been converted to a 1-day

summary.

Exception Reports Display occurrences of unusual call-handling

events.

Historical Database Con tai ns intrahour records for up to 62 days in the

past, daily records for up to 5 years in the past, and weekly/monthly records for up to 10 year s for each CMS-measured agent, split/skill, trunk, trunk group, vector, and VDN. Exceptions, call records, agent trace, agent login/logout, and forecast records are stored by the number of records (as defined in Data Storage Allocation) .

Historical Reports Display past ACD data for var ious agent, s plit /skill,

trunk, trunk group, vector, or VDN activities.

Monthly Data Dai ly data that has been converted to a monthly

summary.

Multiuser Mod e Any administered CMS user can log into CMS.

Data continues to be collected if data col lection is

“on.”

Previous Interval One intrahour interval. At the end of each intrahour

interval, the contents of the current intrahour interval are copied to the previous intrahour interval portion of the real- time database.

Real-Time Da ta b ase Current and previous intrahour data on each CMS-

measured agent, split/skill, trunk, trunk group, vector, and Vector Directory Number (VDN).

Real-Time Re ports Display current Automatic Call Distribution (ACD)

activity on agents, splits /skills, trunks, trunk groups, vectors, and VDNs.

Preface

Terminology P-7

CentreVu

CMS R3V5 Custom Reports

Single-User Mode Only one person can log into CMS. Data conti nues

to be collected if data col lection is “on.” This mode is required to change some CMS administration.

Subsystem Each CMS Main Menu selection (for example,

Reports, Dictionary, System Setup, Exceptions, along with Timetable and Shortcut, are referred to as subsystems.)

Weekly Data Daily data that has been converted to a weekly

summary.

Preface

Introduction to CentreVu CMS Custom Reports

General Information 1-1

CentreVu

CMS Custom Reports

1 Introduction to

CentreVu

CMS Custom

Reports

General Information 1

This chapter provides the following

CentreVu

(

●

CMS) information: Definition of a custom report Definition of the Screen Painter Tasks to create a custom report Standard

CentreVu

can be used in custom reports How

CentreVu

CMS database items that are not in any standard repo rts, but

CentreVu

CMS reports that cannot be customized

CMS stores and retrieves data.

CentreVu

 Call Management System

Introduction to CentreVu CMS Custom Reports

Custom Reports and the Screen Painter 1-2

CentreVu

CMS Custom Reports

Custom Reports and the Screen Painter 1

What Is a Custom Report? 1

The Screen Painter 1

A custom report is a report that you create and design using the Custom Reports subsystem. Like standard

CentreVu

CMS reports, a custom report displays information about Automatic Call Distribution (ACD) activity in your call center. For a custom report, you determine what specific ACD information is displayed and how it is displayed.

Like standard reports, custom reports fall into two categories: real-time and historical. A single custom repo rt can contain either real-time data or historical data, but not both.

Also, you run a custom report via the Custom Reports subsyst em, not from the Reports subsystem.

You design custom reports with a tool called the Screen Painter. When creating

historical and real-time custom reports

, the Screen Painter

tool lets you:

●

Copy existing report designs, including standard report designs

●

Edit reports using block moves, copies, and deletions

●

Define ACD data for report fields

●

Define ACD data for bar graphs (if you have the

CentreVu

CMS

Graphics feature)

●

Arrange report fields and bars

●

Enter text for field labels, column headers, row headers, or special instructions

●

Emphasize text and fields with highli ghting options

●

Define stationary (no-scroll) areas.

Caution

Introduction to CentreVu CMS Custom Reports

Custom Reports and the Screen Painter 1-3

CentreVu

CMS Custom Reports

historical custom reports only

For

●

Merge data in a report field to include data from different ACD entities

, the Screen Painter lets you:

(for example, defining a field that represents the percentage of calls an agent answered compared to all calls handled by that agent’s split or skill)

●

Merge data in a report field t o include data with d iffer ent time frame s (for example, defining a field that represents the percentage of calls answered in an intrahour interval compared to all calls answered in the day)

●

Include data from custom data tables that you create and populate within the

CentreVu

tables. See Chapter 6, "Advanced Report Design"

CMS database. If you want to create custom data

.

If you create custom data tables, then you need to make sure there is enough disk space available to store the data.

CentreVu

CMS does not automatically check the available space. If you fill up your disk with custom data, then you will lose or damage stored custom and ACD data.

See the

CentreVu  CMS R3V5 Administration

(585-215-820)

document for more information about disk storage.

Warning

Note

Do not tamper with standard ACD data in the

CentreVu

database. If you do, then you will lose stored data.

You cannot merge real-time data with historical data.

CMS

Introduction to CentreVu CMS Custom Reports

Tasks to Create a Custom Report 1-4

CentreVu

CMS Custom Reports

Tasks to Create a Custom Report 1

There are 14 tasks you need to complete to create a custom report. If you consistently do all of these tasks for each report you create, then your reports will run properly an d you will be able to crea te them ef ficiently. The 14 tasks are:

1. Defining a Report’s Name, Access, and Type

name

Define the

that you use both to run the report and to access the

report design if you want to change the design. Defi ne

(Chapter 2).

access

determine whether other users can run the report and copy the

report’s desi gn to c reat e thei r own cust om report s. Defi ne the either real-time or historical.

2. Accessing the Screen Painter

(Chapter 3).

Access the Screen Painter so that you can des ign the report. You can access the Screen Painter only after defining the report’s name, access, and type.

3. Copying an Existing Report Design

(Chapter 3).

(optional)

Copy an existing design so that you start with existing report headings, data fields, bars, and ot her re port featur es. Whil e th is i s an optional step, you normally save a lot of time and trouble by copying and modifying an

existing

report design. Both standard and custom

report designs can be copied.

4. Editing a Report with Blocks

(Chapter 3).

to

type

as

Edit a report design usi ng block moves, c opies, and del etions. Ed iting with blocks lets you rearrange and delete sections of a repor t design quickly and easily. Block editing is particularly convenient when you have just copied an existing report design.

5. Entering Report Text

(Chapter 3).

Enter text to provide headings for the data fields in the report. Entering report text should be one of the first things you do so that:

●

The text provides a skeleton layout for positioning data fields.

●

The text helps you remember what data i s supposed to go i n the data fields.

If you copy a report design the text of that report is copied. Using the Custom Reports subsystem, you can modify the text as required.

Introduction to CentreVu CMS Custom Reports

Tasks to Create a Custom Report 1-5

CentreVu

CMS Custom Reports

6. Defining Fields for the Report Input Window

(Chapter 4).

Define fields for the report input window so that users can run the report using parameters they choose (that is, wh at split, agent, time, date, and so on, the report is for).

If you copy a report design, the definition of th at report’ s input window is copied. You can then modify the input fields as required.

7. Defining Report Fields (Chapter 4

).

and Defining Bars in a Report

Define the location of fields and bar s in the r epor t, as wel l as the f ield length, bar height/length, and the data that should appear in the fields/bars. Defining data consists primarily of specifying which database items supply data to the fields/bars. Your definition of report data is not complete, however, until you complete Task 8.

If you copy a report design, the definition of that report’s data fields/bars is copied. You can then modify the data fields/bars as required.

8. Defining the Rows of Data for a Report

(Chapter 4).

Define which rows of data in a table will supply dat a f or the fi elds and bars you defined in Task 7.

If you copy a report design, the definition of that report’s rows of data will be copied. You can then modify the selection of rows as required.

9. Defining Fields to Show Run Time/Date and User Inputs (Chapter 4

).

Define fields on the report to show when the r eport was r un and wha t items the report covers (as defined in the report input window).

If you copy a report design these fields are copied. You can modify them as required.

10. Highlighting Fields

(Chapter 5).

Emphasize or de-emphasize in dividual fi elds and t ext in t he r eport b y changing brightness levels (or color if you have a color term inal) and by using underlines and reverse video.

If you copy a report design, t he highli ghting and oth er video attributes will be copied. You can then modify them as required.

Introduction to CentreVu CMS Custom Reports

Reports That Cannot Be Customized 1-6

CentreVu

CMS Custom Reports

11. Defining Stationary (No-Scroll) Areas

(Chapter 5).

Define parts of the report that wi ll st ay in t he same pla ce in the report window even when you are scrolling up and down or right and left. You will normally define no-scroll areas for column headers, column totals, and row identifi ers.

If you copy a report design, no-scroll areas are copied. You can then modify them as required.

12. Saving the Report Design

(Chapter 5).

Save any work on the design of a custom report. Othe rwise, any work you did will be lost.

13. Testing the Report Design

(Chapter 5).

Test your report immediately after designing and saving it. Testing helps eliminate wasted time in running a report whose desi gn still has errors.

14. Run the report.

Reports That Cannot Be Customized 1

The following standard

●

Real-time: Multi-ACD report

●

Real-time: Multi-ACD Top Agent report

●

Historical: Split/Skill: Status report

●

Historical: VDN: Status report

●

Historical: System: Multi-ACD by Split/Ski ll report (daily, weekly, monthly)

●

Historical: System: Multi-ACD Call Flow by VDN report

●

Historical: Trunk Group: Busy Hour report

●

Historical: VDN: Busy Hour report.

CentreVu

CMS reports cannot be customized

:

Introduction to CentreVu CMS Custom Reports

Database Items Not in Standard Reports 1-7

CentreVu

CMS Custom Reports

Database Items Not in Standard Reports 1

There are many more database items than are shown in the standard CMS reports. For a complete list and the definitions of all database items, see the

CentreVu CMS R3V8 Database Items and Calculations

document.

(585-210-939)

How

CentreVu

CMS Stores Data 1

CentreVu™ CMS Release 3 Version 5 Real-Time and Historical

The 215-821) document describes the database items associated with each realtime or historical report.

CMS Stores and Retrieves Data 1

The most important and difficult part of designing a custom report i s defining the data that goes in the report. To define custom report data, you must first understand how

CentreVu

divided into 54 different tables that can be used in custom reports. A table is an array of columns and rows that stores data for a type of ACD element (split/skill, agent, trunk, trunk group, VDN, vector, call work code, forecasting, agent trace, call record, or exceptions) and for a specific time frame (for the current intrahour interval , for past intrahour intervals, for past day summarized by day, and so on). Figure 1-1 table (the Current Interval Agent tabl e, in this case) might look in the database.

CMS stores data in the

CentreVu

CMS stores and retrieves data.

CentreVu

CMS database. The database is

shows how a small piece of a

(585-

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-8

CentreVu

CMS Custom Reports

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Figure 1-1: Sample

Note

CentreVu

CMS Table (Current Interval Agent Table)

The example in Figure 1-1 shows data for the current intrahour interval for agents 1001 to 3009. Because data in this table is in real time, data changes second by second. The example represents a snapshot (or the most recent update) of the table.

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-9

CentreVu

CMS Custom Reports

Figure 1-2

shows how a small piece of the Historical Intrahour Interval Split

table looks. (See the seventh line fr om the top of the table, 509 ACDCALLS.)

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ACDTIME

ABNTIME

.

..

....

.

....

..

.

....

.

....

.

48 37 20 59 32 11 43 35401070193 11000 851 31 10 39 22 15 36 20 13 46 33 12 40 34 14 41 30 18 34 24 14 43 31

51 39 24 50 31 21

.

..

8

..

.

..

.

..

.

..

36898 20012 13111 53442 27635 15321

19768

33389 26789 12530 37651 29602 11523 36178 24303 15628 40002 29881 12115 34819 21173 10281 37856 26308 12567 39003 27034 14230 39045 29562 12400 30990 25410 10222

.

..

....

.

....

9786

..

.

..

....

.

....

..

.

..

.

..

.

..

.

..

.

1058

1452 7616 2569 1745 1109

1322 1188

1256

1340 1299

1001

1733 1303

1812

.

..

.

..

988 777 400

644 245

603 203 789 549 402

367

704

980 589

688

809 445

899

904 587

..

.

..

.

..

.

..

.

...

.

...

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...

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...

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...

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...

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...

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...

.

...

.

...

.

...

.

...

.

...

.

...

.

...

.

...

.

...

.

Note

Figure 1-2: Sample

CentreVu

CMS Table

(Historical Intrahour Interval Split Table)

The example in Figure 1-2 shows data from July 1 to July 3, 1993, and simulates data for an ACD that has only three splits, 60-minute intrahour intervals, and activit y each day f rom 8:00 a.m. to 12: 00 p.m. only .

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-10

The

CentreVu

CMS database uses names to refer to columns of data in a table. These names are called database items in

Figure 1-1

and Figure 1-2, database items are indicated with arrows pointing

CentreVu

CMS Custom Reports

CMS. In

to their associated columns. The Current Interval Agent and Intrahour Interval Split tables actuall y contain many more columns (and hence many more database items) than are shown in the figure s. For a complet e listi ng of database items, see the

Calculations

(585-210-939) document.

CentreVu CMS R3V8 Database Items and

Each row in a table contains data that is related by the value(s) of one or more of the columns. In Figure 1-1

, each row in the Current Interval Agent table contains data related by agent login ID. If you look at the row for login ID 1006 (displayed in bold), you see that the agent is logged into Split 1 on extension 5671 and is currently in AUX work mode. In addition, up to this point in the current interval, the agent has had:

●

20 ACD calls (ACDCALLS)

●

245 seconds of ACD talk time (ACDTIME).

A column or a set of columns that cause the values in a row to be related is called an index. An index stor es data seque nti ally and adds str ucture f or the storage of data in the other columns. For each value in an index column, the remaining values in the c orresponding row are related to that value. Thus, in

Figure 1-1

In Figure 1-2

, the LOGID database item is an index.

, each row in the Intrahour Interval Split table contains data related by date, interval, and spl it . If you look at the row for Split 1 for the 10 o’clock interval on July 1, 1993 (displayed in bold), you see that Split 1 had:

●

509 ACD calls (ACDCALLS)

●

43 abandoned calls (ABANDONS)

●

35,401 cumulative seconds of ACD talk time for all ACD calls (ACDTIME)

●

851 cumulative seconds of wait time for all calls that abandoned before being ans w e red (ABNTIME).

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-11

CentreVu

CMS Custom Reports

How

CentreVu

CMS Retrieves Data 1

CentreVu

CMS retrieves data from the database based on three types of

information you supply when you design a custom report:

●

The name of the table(s)

●

The database items in the table(s)

●

The rows of data in the table(s).

For example, if you want a custom r eal-time age nt report t hat lists the agents in a split, then the report design might appear as shown in Figure 1-3

Note

Each series of v’s in the illustration represents a report field for which it is expected that

CentreVu

CMS will find multiple values (in this case, values for more than on e agent) and wi ll di splay t he va lues vertically in a column.

The x’s by the Split: label r epresent the fact that on ly one val ue (in this case, a single split’ s name or number) is expec ted for the fiel d.

Split: xxxxxxxxxx

Agent ID: State Calls Time Talk Time

Current ACD ACD Average

:

vvvv vvvvv vvv vvv vv:vv

Figure 1-3: Sample 1 Custom Report Design

To tell

CentreVu

CMS how to retrieve data, you must tell

CentreVu

CMS to access the cagent (Current Interval Agent) table. Then, for each report field, you assign the appropriate database items. When you run the report,

CentreVu

associated with the database items (columns 2, 5, 6, and 7 in Figure 1-4

Note

CMS will find, in the cagent table, the columns of data

).

For the report field Average Talk Time, you actually assign a calculation, ACDTIME/ACDCALLS.

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-12

CentreVu

CMS Custom Reports

ACD

....

.

....

.

. .

1

. . .

1

. .

1

. . .

1

. .

1

. .

1

. . .

1

. .

1

. .

1

. . .

1

. .

1

. . .

1

. .

1

. .

1

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1

. .

1

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1

. .

1

. .

1

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1

. .

1

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1

. .

1

. .

1

. . .

1

. .

1

. . .

1

. .

1

..

.

..

LOGID

....

.

....

. .

1001

. . .

1002

.

1003

. .

.

1004

. .

1005

. .

1006

. .

.

1007

. .

1008

. . .

1010

.

2001

. . .

2002

. .

2003

. .

2004

. .

.

2005

. .

2006

. . .

2007

.

2008

. .

2009

. . .

2010

. .

3001

. . .

3002

. .

3003

. .

3004

. .

.

3005

. .

3006

. . .

3007

. .

3008

. .

.

3009

..

.

..

....

.

....

.

..

SPLIT

....

.

....

. .

. . . .

. . .

. . . . . . .

. . .

. . . .

. . . . . .

. . . .

. . . . . . .

. . .

. . . . . . .

. . . .

. . . . . .

. . . .

.

..

.

..

WORKMODE

EXTENSION

....

.

....

3201 4440 3002 3003 4003 5671 7835 6666 3241 7762 5642 2221 2242 2287 3982 6543 2345 2022 4323 7655 3425 4563 8885

5544 3789 8675 3009 4477

..

.

..

....

.

....

.

..

.

....

. .

1

. . .

1

.

1

. .

.

1

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1

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1

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.

5

. .

1

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1

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2

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5

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2

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2

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2

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2

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2

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2

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5

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2

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3

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3

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3

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5

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3

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3

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3

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6

.

3

..

.

..

....

.

....

. .

.

1

. .

1

.

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2

.

2

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2

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4

.

3

. .

.

3

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1

.

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4

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2

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2

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4

.

1

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3

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2

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2

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.

2

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4

. . .

1

. .

1

. .

1

. . .

2

.

2

. . .

2

. .

2

. . .

1

.

2

..

.

..

ACDCALLS

....

.

....

. .

21

. . .

19

. .

15

. . .

9

. .

11

. .

20

. . .

7

. .

18

. . .

18

. .

13

. .

14

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10

. .

19

. . .

21

. .

19

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15

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9

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11

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20

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7

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18

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18

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13

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14

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10

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19

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21

. .

19

..

.

..

.

....

.

....

. .

.

988

. . .

777

. .

400

.

. . .

.

644

. .

245

. . .

851

.

603

. .

203

.

. .

789

.

549

. . .

402

. .

452

.

. .

616

.

569

. .

745

.

. .

109

. .

367

. .

.

322

. .

188

.

704

. . .

256

. .

980

.

. .

589

.

340

. .

.

299

. .

688

. .

901

..

.

..

.

ACDTIME

....

.

....

. .

. . . . . . .

.

58

. .

. . . . . . .

. . . .

. . .

. . . . . . .

. . .

. . . .

. . . . . .

. . . .

. . . . . . .

. . .

. . . . .

..

.

...

... ...

...

.

...

Figure 1-4: Sample 1 of Selection of Database Item

Next, you identify the appropr iate rows that supply data. If you wan t agents in Split 1, you must tell

CentreVu

SPLIT database item. When you run the report,

CMS to find rows that have the value 1 f or the

CentreVu

CMS finds the appropriate rows of data in the cagent table (see rows with arrows in

Figure 1-5

).

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-13

CentreVu

CMS Custom Reports

..

.

..

4440 3002 3003 4003 5671

7835

6666 3241

7762 5642

2221 2242 2287 3982 6543 2345 2022 4323 7655 3425 4563 8885

5544 3789 8675 3009 4477

....

.

....

WORKMODE

..

.

..

.

1

.

1

.

2

.

2

.

2

.

4

.

3

.

3

.

1

.

4

.

2

.

2

.

4

.

1

.

3

.

2

.

2

.

2

.

4

.

1

.

1

.

1

.

2

.

2

.

2

.

2

.

1

.

2

.

....

.

....

.

..

.

ACDCALLS

..

.

..

.

21

.

19

.

15

.

9

.

11

.

20

.

7

.

18

.

18

.

13

.

14

.

10

.

19

.

21

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19

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15

.

9

.

11

.

20

.

7

.

18

.

18

.

13

.

14

.

10

.

19

.

21

.

19

.

....

.

....

ACD

..

.

..

.

1

.

1

.

whereRows

1=SPLIT

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

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1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

....

.

....

SPLIT

LOGID

.

..

.

..

1001 3201 1002 1003 1004 1005 1006

1007

1008 1010

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 3001 3002 3003 3004 3005 3006 3007 3008 3009

....

.

....

.

..

.

..

.

....

.

....

.

....

EXTENSION

..

.

..

.

1

.

1

.

1

.

1

.

1

.

1

.

5

.

1

.

1

.

2

.

5

.

2

.

2

.

2

.

2

.

2

.

2

.

5

.

2

.

3

.

3

.

3

.

5

.

3

.

3

.

3

.

6

.

3

.

....

.

....

..

.

..

.

....

ACDTIME

..

.

..

988 777 400

58 644 245

851

603 203

789 549 402 452 616 569 745 109 367 322 188 704 256 980 589 340 299 688 901

.

....

.

....

..

.

...

... ...

...

Figure 1-5: Sample 1 of Selection of Table Rows

The data that

CentreVu

CMS plugs into the report is the data found in the intersection of the selected database items and rows. Therefore, the report shows data as shown in Figure 1-6

Split: 1

Current ACD ACD Average

Agent ID: State Calls Time Talk Time

1001 AVAIL 21 988 47:00 1002 AVAIL 19 777 40:09 1003 ACD 15 400 26:07 1004 ACD 9 58 6:44 1005 ACD 11 644 58:54 1006 AUX 20 245 12:25 1008 ACW 18 603 33:50 1010 AVAIL 18 203 11:28

:

Figure 1-6: Sample Custom Report 1

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-14

CentreVu

CMS Custom Reports

Note

Actually, when you design a custom report, you normally set up the row selection so that the users running the report can choose the rows in the report's input window. For example, to run the report in

Figure 1-6

, you would set up the row selection so users would fill out a Report Input window that asked them for a Split number. See

Defining Fields for the Report Input Window

in Chapter 4 of this

manual for more information.

As mentioned earlier, storing data. Similarly, Indexes allow

CentreVu

CMS uses indexes to create a structure for

CMS uses these indexes to search for data.

CMS to find data much faster than if data were stored more randomly . Ther efore, when you design a cust om report, the rows of data for the report should be defined on the basis of index values. See

“Defining Fields for the Report Input Window

Note

The indexes for each standard table are fixed and cannot be

” in Chapter 4 of this manual.

changed, deleted or added to. However, if you define a custom table in the

CentreVu

CMS database via

INFORMIX

* SQL, you can define

any indexes desired for that new table.

As another example of how

Figure 1-7

, which is an example of a report design for a custom intrahour

CentreVu

CMS retrieves report data is shown in

interval split report that lists, by intrahour interval, data for a split in a single day.

Split: xxxxxxxxxxx

Date: xxxxxxxx

ACD

Interval Calls Abandons

vvvvvvv vvvv vvvv

Figure 1-7: Sample 2 Custom Report Design

To tell

CentreVu

CMS how to retrieve data, you must tell access the hsplit (Intrahour Interval Spl it) table. You must then assign the appropriate database items to the f iel ds. When you run the report, CMS finds the columns of data associated with the database items in the hsplit table (see Figure 1-8

_________________________ INFORMIX is a registered trademark of Informix Software, Inc.

CentreVu

CMS to

CentreVu

).

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-15

CentreVu

CMS Custom Reports

ROWDATE

.

....

.

....

070193 070193 070193 070193 070193 070193

070193 070193 070193 070193 070193

070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393

..

.

..

.

....

..

.

..

.

..

.

STARTTIME

....

.

....

.

0800

.

0800

.

0800

.

0900

.

0900

.

0900

.

1000

.

1000

.

1100

.

1100

.

1100

.

0800

.

0800

.

0800

.

0900

.

0900

.

0900

.

1000

.

1000

.

1000

.

1100

.

1100

.

1100

.

0800

.

0800

.

0800

.

0900

.

0900

.

0900

.

1000

.

1000

.

1000

.

1100

.

1100

.

1100

.

..

.

..

....

.

....

..

.

..

.

....

..

.

ACD

....

.

....

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

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1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

1

.

..

.

..

SPLIT

....

.

....

.

..

.

..

.

ACDCALLS

....

.

....

.

1

.

2

.

3

.

1

.

2

.

3

.

1 509

.

2

.

3

.

1

.

2

.

3

.

1

.

2

.

3

.

1

.

2

.

3

.

1

.

2

.

3

.

1

.

2

.

3

.

1

.

2

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3

.

1

.

2

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3

.

1

.

2

.

3

.

1

.

2

.

3

..

.

..

....

.

....

443 234 111 652 451

93

391 142 480 491 297 399 299 138 400 300 225 394 323 105 418 246 100 417 247 141 444 301 206 420 299 198 403 320

99

..

.

..

ABANDONS

....

.

....

.

..

.

..

ACDTIME

ABNTIME

.

..

....

.

....

.

....

.

....

.

48 37 20 59 32 11 43 35401070193 11000 851 31 10 39 22 15 36 20 13 46 33 12 40 34 14 41 30 18 34 24 14 43 31

51 39 24 50 31 21

.

..

8

..

.

..

.

..

.

..

36898 20012 13111 53442 27635 15321

19768

33389 26789 12530 37651 29602 11523 36178 24303 15628 40002 29881 12115 34819 21173 10281 37856 26308 12567 39003 27034 14230 39045 29562 12400 30990 25410 10222

.

..

....

.

....

9786

..

.

..

....

.

....

..

.

..

.

..

.

..

.

..

.

..

988 777 400

1058

644 245

603 203 789 549

402 1452 7616 2569 1745 1109

367 1322 1188

704 1256

980

589 1340 1299

688 1001

809

445 1733 1303

899 1812

904

587

..

.

..

.

..

.

..

.

..

.

..

.

...

... ...

...

Figure 1-8: Sample 2 of Database Item Selection

Next, you must identify the appropria te rows that supply data. You might want data for the following:

●

Split 1, which means you must identify rows t hat have the value 1 for the SPLIT database item.

●

The date 07/02/93, which means you must identify rows with the value 070293 for the ROWDATE database item.

●

The intrahour intervals 8:00 a.m. to 11:00 a.m., which means you must identify rows with the values 0800 through 1100 for the one database item.

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-16

CentreVu

CMS Custom Reports

CentreVu

in Figure 1-9

ROWDATE

.

.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

whereRows

1,=SPLIT

07/02/93,=ROWDATE

fromSTARTTIMEand

11:00am.to08:00

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. .

CMS then finds the appropriate rows of data (see the boxed rows

).

ACD

..

.

..

.

070193 070193 070193 070193 070193 070193

070193 070193 070193 070193

070193

070293

070293 070293

070293

070293 070293

070293

070293 070293

070293

070293 070293 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393

.

....

.

....

INTERVAL

..

.

..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

....

.

....

..

.

..

0800 0800 0800 0900 0900 0900

1000 1000 1100 1100 1100

0800

0800 0800

0900

0900 0900

1000

1000 1000

1100

1100 1100 0800 0800 0800 0900 0900 0900 1000 1000 1000 1100 1100 1100

....

.

....

..

.

..

....

.

....

.

..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

....

.

....

..

.

..

1 1 1 1 1 1

1 1 1 1 1

1

1 1

1

1 1

1

1 1

1

1 1 1 1 1 1 1 1 1 1 1 1 1 1

.

....

SPLIT

..

.

..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

.

....

.

....

ACDCALLS

..

.

..

. .

1

. . .

2

. .

3

. . .

1

. .

2

. .

3

. . . . .

2

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3

. . .

1

. .

2

. . .

3

. .

1

. .

2

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3

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1

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2

. . .

3

. .

1

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2

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3

. .

1

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2

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3

. .

1

. . .

2

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3

. .

1

. . .

2

. .

3

. . .

1

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2

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3

. . .

1

. .

2

. . .

3

.

....

.

....

..

.

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93

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246 100 417 247 141 444 301 206 420 299 198 403 320

99

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....

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31 10 39 22 15

36

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.

Figure 1-9: Sample 2 of Selection of Table Rows

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-17

CentreVu

CMS Custom Reports

The data that

CentreVu

CMS plugs into the report is the data found in the intersection of the selected database items and col umns. Thus, the report shows data as follows:

Split: 1

Date: 07/02/93

Interval Calls Abandons

8:00am 399 36

9:00am 400 46 10:00am 394 40 11:00am 418 41

ACD

Figure 1-10: Sample Custom Report 2

Defining data is the central task of creating and designing a custom report. However , you must do many other tasks to create a custom report.

Chapter 2, "Getting Started"

, walks you through these tasks.

Introduction to CentreVu CMS Custom Reports

How CentreVu CMS Stores and Retrieves Data 1-18

CentreVu

CMS Custom Reports

Getting Started

General Information 2-1

CentreVu

CMS Custom Reports

2 Getting Started

General Information 2

This chapter tells you how to perform the following tasks in Management System (

●

Define a custom report’s name, access, and type (the first task in designing a custom report)

●

Change a custom report’s access or description

●

Delete a custom report. You do these tasks via the Edit Report: Report Select window. To complete the design of a custom report, you must also follow the

procedures in Chapter 3

Chapter 6

To create, change, or delete a custom report, you must have read and write permission for the Custom Reports subsystem.

.

CentreVu

, Chapter 4, and Chapter 5, and, optionally,

CMS):

CentreVu

 Call

Return

Getting Started

Defining a Report’s Name, Access, and Type 2-2

CentreVu

CMS Custom Reports

Defining a Report’s Name, Access, and Type 2

Use the steps in this section to define a new custom report’s:

●

Name

●

Access

●

Type.

These are the first steps in designing a new custom report.

Step 1: Acces s the Report Select Window2

Note

1a. Select the Custom Reports

If you are a owner of the report you are defini ng (see " in this procedure). If you are not a can define a report with only you as the owner.

You cannot define a custom report with a timetable.

option on the Main Menu and

press the key.

CentreVu

CMS administrator, you can also specify the

Step 4: Define the User ID"

CentreVu

The Custom Reports submenu

→

CMS administrator, you

displays.

Figure 2-1: Custom Reports Main Menu

1b. Select the Edit Reports

submenu option.

→

The Report Select window displays.

Return

Getting Started

Defining a Report’s Name, Access, and Type 2-3

CentreVu

CMS Custom Reports

Step 2: Assign a Name to the Report 2

Figure 2-2: The Report Select Window

Enter a name for your report in the Report name fiel d. The name can have up to 20 characters, including blanks. Because the name you give your report must be unique, you may want to look at exi sting custom repor t names before entering a name for your report.

Use the following steps to list existing report names.

2a. Clear the fields. 2b. Enter an x to select a report

access—global or private.

2c. Enter an x to select a report

type—Historical or

Real-time.

2d. Press the key, select

List all, and press the

key again.

Return

The List All window displays al l

→

global or private custom report names for the specified report type.

Getting Started

Defining a Report’s Name, Access, and Type 2-4

2d. Check the list to ensure that the

name you want to give your report has not already been used. If you are creating a report, its name must be dif ferent from any name in the list. If you are creating a name must be different from names of any existing global or private reports you have created.

private

global

report, its

CentreVu

CMS Custom Reports

Step 3: Enter a Report

Note

2e. Press the key to return to the

Report Select window

Your private report names can be the same as another user’s private report names.

Exit

The List All window

→

disappears, and the cursor returns to the Report Select window.

2f. Enter the name you want for your

report.

Note

If desired, enter a descripti on of the report in the Description field. The description can have up to 50 characters, including blanks.

You can List all reports based on different combinations of field entries. You must always select a report type , Historical or Real-time.

Description 2

Getting Started

Defining a Report’s Name, Access, and Type 2-5

Your description should be detailed enough to describe the report’s contents accurately.

Do not use the following characters:

Warning

\ backslash ; semicolon

’ grave accent ~ tilde “ double quotes |pipe *asterisk ? question mark

CentreVu

CMS Custom Reports

Step 4: Define the User ID 2

Step 5: Define Access to the Report 2

Enter the user ID of the own er of the report. The default is y our user ID. If you

CentreVu

are a wish to create a custom report for that user. This might be the case if you want only that user to be able to run the report.

Note

Enter an x to select a report access option, either global or private.

Note

Global access to the report gives other users the followi ng capabilities:

If you want to list another user’s existing custom reports, you can enter that user’s ID and do a List All. You do not have to be an administrator to list other users’ custom reports.

It is a good idea been debugged and run successfully. This prevents the possibility of other users running reports you have saved but not yet tested.

●

Other users can run the report.

●

Other users can copy the report design when designing their own custom report (see " this document).

CMS administrator, you can enter another user’s ID if you

initially

to make your reports private until they have

Copying an Existing Rep ort Des ign" in Chapter 3 of

Getting Started

Defining a Report’s Name, Access, and Type 2-6

CentreVu

CMS Custom Reports

If you select global, your report’s name must be different from the name of

any other custom report — global or private.

Step 6: Define

Private access to the repo rt means that onl y you (and the

CentreVu

CMS

administrator(s)) can run the report. In addition, no other users, except for

CentreVu

CMS administrators, can copy or run the report design for use in

their own custom reports. If you select private, you r report's name must be diff erent from the names

of the following:

●

Any other private report you have created of the same type

●

Any user's global custom report of the same type.

Note

No other

CentreVu

CMS user other than a

CentreVu

CMS administrator can modify a report desi gn you create, regardless of whether the report is global or priva te. A

CentreVu

CMS administrator always has the ability to modify your report design, even if you make it private.

Enter an x to select a report type option, Real-time or Historical.

the Report as Real-Time or Historical 2

When you design the report on the Screen Painter, you are able to access data only for the category you sel ect here. For example, if you select Real- time, you are not able to specify historical data in the report design.

Also, when you go to run the report ,

CentreVu

CMS lists the report under the

appropriate submenu, Real-time or Historical. You must select th e Historical option if you want to include:

●

Exceptions data

●

Forecast data

●

Call work code data

●

Agent trace data

●

Call record dat a .

Return

Getting Started

Defining a Report’s Name, Access, and Type 2-7

CentreVu

CMS Custom Reports

Step 7: Save the Report Name 2

1. Press the key , select Add,

and press the key again.

After you have added the report name , you can access t he Screen Painter to begin designing the report (see Chapter 3

Return

→

Successful appears on the status line. If CentreVu CMS will not add the report name because the name is not unique, what names already exist, and go back to "

Name to the Report" in this

procedure.

).

List all

Step 2: Assign a

to see

Note

Return

Note

Getting Started

Changing a Report’s Access or Description 2-8

CentreVu

CMS Custom Reports

Changing a Report’s Access or Description 2

Note

You cannot change a report’s name, type, or owner once you have added the report. Instead, you must create a new report wit h the desired name, type, or owner, and then copy the design of the old report to the new report.

1. On the Report Select window, complete the fields you wish to search on. (Report type is a required field for CMS.) Press the key, and

CentreVu

Return

select List all. Press the

Return

key again.

You can change the User ID field to list another user’s custom reports. You cannot change the user ID of a report that already exists.

2. Find the report you want to

to return

change, and press

Exit

to the Report Select window.

3. In the Report name field on the Report Select window, enter the name of the report whose description or access you want to change.

→

A List All window display s a list of all custom reports for the specified type and user ID.

→

The cursor retu r n s to th e previously selected field of the Report Select window.

4. If necessary, change the default Report type selection. Then, press the key, select Find one, and press the

Return

key again.

5. Change the description or report access as desired. Then press

Return

the key, select Modify, and press the key again.

Return

You cannot change a report’s name or user ID using Modify. To change a report name or user ID, you must add a new report name (with the desired user ID), access the Screen Painter, copy the old report’s design to the new re port, and final ly del ete the old report name.

CentreVu CMS fills in all fields

→

with the report’ s char acterist ics

→ Successful

status line

appears on the

.

Note

Return

Getting Started

Deleting a Custom Report 2-9

CentreVu

CMS Custom Reports

Deleting a Custom Report 2

Note

You cannot delete another user’s custom reports unless you are a

CentreVu

CMS administrator.

1. O n the Report Select window, complete the fields you wish to search on, and select List all. (Report type is a required field for

CentreVu

CMS.)

You can change the User ID field to list another user’s custom reports. However, you cannot delete another user’s report unless you are a

2. In the List All window, find the report you want to delete, and press to return to the Report

Exit

Select window

3. In the Report name field on the Report Select window, enter the name of the report you want to delete.

→

A List All window displays a list of all global and private cu stom reports for the specified type and user ID.

CentreVu

The List all window disappears,

→

and the cursor returns to the first field of the Report Select window.

CMS administrator.

4. Press the key, select Find one, and press the

Return

key again.

Note

If more than one report has the same name, you may have to use Next to find the report you want.

5. Press the key, select Delete, and press the

Return

key again.

CentreVu CMS fills in all fields

→

with the report’ s charact eristic s

→ Successful

appears on the

status line.

.

Getting Started

Deleting a Custom Report 2-10

CentreVu

CMS Custom Reports

Using Screen Painter Editing Tools

Accessing the Screen Painter 3-1

CentreVu

CMS Custom Reports

3 Using Screen Painter Editing Tools

Accessing the Screen Painter 3

To design your custom report, use the Screen Painter (Figure 3-1 you can enter report text, data fields, and data bars in a layout that closely resembles the layout of the actual report.

You must define the report name and its select characteristics in the Edit Report: Report Select window before you can access the Screen Painter for that report.

Note

Access the Screen Painter using the following steps.

You can access the Screen Painter for a report that someone else designed only if you are a another user’s repor t has global acce ss, you can add your own report name and then copy that user’s report design on the Screen Painter

(see the “Copying an Existing Report Design

1. On the Report Select window, enter the name of the report in the Report name field, and select Find one.

2. Select the Screen painter action list option.

CentreVu

 Call Management System (

). On the Screen Painter,

CentreVu

CMS administrator. However, if

” section in this chapter).

The select characteristics of

→

the report appear.

→

The Screen Painter appears.

CentreVu

CMS)

Figure 3-1: The Screen Painter

Shift

Using Screen Painter Editing Tools

Accessing the Screen Painter 3-2

CentreVu

CMS Custom Reports

Special Properties of the Screen Painter 3

Moving the Cursor on the Screen Painter

On the Screen Painter, cursor movement, scrolling, and dat a entry all differ from those operations in normal

CentreVu

CMS windows.

Since the Screen Painter has no predefined fields, you can freely move the cursor around the interior of the Screen Painter with the following keys:

3

Arrow keys

Move the cursor one space in the direction of the arrow.

(↓, ↑, →, ←)

Tab

Moves the cursor eight spa ces to the r ight. You can also

Tab

use when you are defining blocks (see the “Editing

a Report with Blocks” section in this chapter).

Shift Tab

This means you must press and hold the key; then press the key. This convention applies

Tab

Shift

throughout this document when any set of two keys are shown side by side.

Back

Space

Ctrl f

Ctrl b

Ctrl d

Ctrl u

Moves the cursor eight spaces to the left. You can also

Shift Tab

use when you are defining blocks (see the “Editing a Report with Blocks

Tab

may not be available on some terminals.

” section in this chapter).

Moves the cursor one space to the left. (Forward) Moves the cursor t o the far r i ght edge (132nd

column) of the Screen Painter. (Back) Moves the cursor to the le ft edge (1st col umn) of

the Screen Painter. (Down) Moves the cursor to the bottom (Line 25) of the

Screen Painter. (Up) Moves the cursor to the top (Line 1) of the Screen

Painter.

Using Screen Painter Editing Tools

Accessing the Screen Painter 3-3

CentreVu

CMS Custom Reports

The Screen Painter Size

The Screen Painter allows you to create a report design with maximum dimensions as follows:

3

●

A horizontal size of 132 columns (character spaces)

●

A vertical size of 25 lines.

For most terminals,

CentreVu

CMS displays (in the lower right border of the Screen Painter) the exact position of the cursor within the Screen Painter’s 25 column by 132 column grid (see Figure 3-2

). However, because the interior of the Screen Painter window is only 54 columns wide and 20 lines high, you may need to scroll the Screen Painter horizontally or vertically to access areas that do not fit within the window.

Note

The widest custom report that you can display on your terminal without scrolling is 78 columns wide. The t erminal act ually displ ays 80 columns, but the side borders of the report window use two of the columns.

20 lines

displayed

Vertical area

available = 25 lines

Figure 3-2: Screen Painter Size and Cursor Position

54

columns

displayed

Horizontal area

available = 132 columns

Cursor position

Using Screen Painter Editing Tools

Copying an Existing Report Design 3-4

CentreVu

CMS Custom Reports

Scrolling the Screen Painter

Properties of Secondary Windows

The Screen Painter scrolls automatically when the cursor hits the left, right, top, or bottom border. The Screen Painter scrolls one co lumn or one li ne at a

3

time when you use the arrow keys, but scrolls eight columns at a ti me when

Tab

you use

for horizontal scrolling. Right scrolling beeps when the 132nd

column appears. Left sc rolling beeps when the first c olumn reappears. Down scrolling stops when the 25th line appears. Up scrol ling stops when the top line reappears.

For most tasks on the Screen Painter, you must complete a secondary window. These secondary windows pop up after you select an action list option. Some secondary windows automatically disappear when you are

3

finished entering data and select an action list option. However, for some

Exit

secondary windows, you must press the

Screen Labeled Key (SLK) to

close the window and return to the Screen Painter. If you use the SLK to leave a secondary window and return to the

Current

Screen Painter, the secondary window remains open. However, until you close the secondary window, the Screen Painter is locked and you cannot enter text or select any other action list options.

Editing Keys in Secondary

In the secondary windows only, you can use the standard field editing keys. These keys, which offer you consider able convenience, are as follows:

Windows 3

Ctrl e

Ctrl x

Ctrl y

Ctrl z

Note

These keys are not available on the Screen Painter itself.

Turns insert mode on or off. With insert mode on, you

insert characters at the cursor’s current position in the field.

Erases characters in a field from the current position to the end of the field.

Erases all characters in a field. Erases inputs in all fields in a window.

Copying an Existing Report Design 3

In the majority of cases, you should begin your design of a custom report by copying an existing report design, then making desired changes. Copying,

Using Screen Painter Editing Tools

Copying an Existing Report Design 3-5

CentreVu

CMS Custom Reports

then modifying, an existing report design is usually the quickest, easiest method for designing a custom report.

You can copy standard report designs or custom report designs. You can also copy more than one report design i nto a si ngle cust om repo rt. However, if your report is a his torical repo rt, you canno t copy a real-t ime report onto the Screen Painter. Likewise, i f your re port i s a r eal- time r eport, you cann ot copy a historical report onto the Screen Painter.

Caution

Note

Run test design on a report copy before modifying it. This ensures the copy is working before you do any modification to it.

Items in the report you are copying may overlap text, fields, or bars you previously entered on the Screen Painter. If items in the copied report overlap existing items,

CentreVu

CMS copies to the Screen

Painter only those parts of the report that do not overlap. To prevent overlapping, you may need to clear the area in the upper

left portion of the Screen Painter before copying a report design. You can clear the area easily by moving or deleting all data as a block (see

the “Editing a Report with Blocks

” section in this chapter). Be sure the cleared space is large enough to contain the report design you are copying.

You cannot copy the following standard reports:

●

Real-time: Multi-ACD report

●

Real-time: Multi-ACD Top Agent report

●

Historical: Split/Skill: Status report

●

Historical: VDN: Status report

●

Historical: System: Multi-ACD by Split/Skill report

●

Historical: System: Multi-ACD Call Flow by VDN report

●

Historical: Trunk Group: Busy Hour report

●

Historical: VDN: Busy Hour report.

To copy an existing report design, do the following:

Using Screen Painter Editing Tools

Copying an Existing Report Design 3-6

CentreVu

CMS Custom Reports

Step 1: Acces s the Get Copy Window 3

On the Screen Painter , select the Get copy of design action list option.

Figure 3-3: The Get Copy Window

→

The Get Copy window appears.

Step 2: Enter a Report Name 3

In the Report name field, enter the name of the report you want to copy. You can copy standard report designs, global report designs, and private report designs. However, you cannot copy another user’s private report designs unless you are a

If you do not know the report name, first select List all. For List all, you can leave the Report name blan k, but you must complete the Report type fiel d, desc ribed l ate r. After you List all, you can go back and enter the report name.

Note

Because of the need to shorten names of standard report s for this window, the name you must enter in this window does not always match the exact names of standard reports.

CentreVu

CMS administrator.

Using Screen Painter Editing Tools

Copying an Existing Report Design 3-7

CentreVu

CMS Custom Reports

Step 3: En ter a User ID 3

Step 4: Select a Report Type 3

Step 5: Verify the Report 3

In the User ID field, enter a user ID only if one of the following is true:

●

You are a user’s private report.

●

You want to list the custom reports of a specific user only.

Enter x to select the Report type option (either standard or custom) for the type of report you want to copy. If the wrong option is selected,

Select Find one to verify that the report is the one you want to copy.

CentreVu

CMS administrator and you want to copy another

CMS may not find or copy the report you actually want.

→

The user ID appears in the

User ID

exists, the report description appears in the

Description

field and, if it

field

.

Step 6: Copy the Report 3

Select Copy to copy the report's design to the Screen Painter.

If you want to copy another report design, clear the upper-left area by

deleting or moving any existing block of text and fields (see the “Editing a

Report with Blocks” section in this chapter). Then repe at Steps 1 through 5.

The Get Copy window

→

disappears and the report design appears on the Screen Painter, starting in the upper left corner .

Using Screen Painter Editing Tools

Editing a Report with Blocks 3-8

CentreVu

CMS Custom Reports

Figure 3-4: Case Study Sample — Copy of a Report Design (Using Get copy)

Note

If part of the report you are copying overlaps exi sting text or fields on the Screen Painter, report to the Screen Painter.

CentreVu

CMS does not copy that part of the

Editing a Report with Blocks 3

A block is a rectangular area on the Screen Painter that you define and use to quickly rearrange fields and text. You can erase blocks, copy blocks, or move blocks.

You define a block with the cursor by marking two opposite corners of a rectangle. When you define a block area. A block can contain a single character of text , a singl e field or bar , several words of text, several fields/bars, a combination of fields/bars and text, or a whole report design.

Note

If a block includes any part of a field/bar, then automatically includes the entire field in the block. You should therefore use care when deleting blocks to avoid unintentionally deleting a field/bar.

CentreVu

CMS highlights the defined

CentreVu

CMS

You can edit a report in blocks using the steps described in the following pages.

Using Screen Painter Editing Tools

Editing a Report with Blocks 3-9

CentreVu

CMS Custom Reports

Erasing a Block 3

Note

Prior to completing a block erase, y ou can press to cancel the erasure.

1. On the Screen Painter, place the cursor in a position where you want one corner of the block to be, and select Erase block.

2. Move the cursor to a position where you want the opposite corner of the block to be. The block should inclu de all fields and text you want to erase.

Ctrl c

The cursor returns to its

→

original position, and the following message appears on the status line:

Move cursor

to define opposite corner of block, press RETURN.

The block is highlighted as

→

you move the cursor.

Figure 3-5: Sample Case Study — Defining a Block to Erase

Note

In our case study sample, we want to erase the middle section of the copied report design. Therefore, in Figure 3-5

, we have scrolled horizontally to the middle section and defined the block we want to erase.

3. Press . →

Return

An Acknowledgment window appears.

Using Screen Painter Editing Tools

Editing a Report with Blocks 3-10

CentreVu

CMS Custom Reports

4. Enter y, and press . →

Return

Figure 3-6: Sample Case Study — Erasing the Block

All fields and text within the block disappear.

Moving a Block 3

Note

Prior to completing a block move, you can press to cancel the move.

1. On the Screen Painter, place the cursor in a position where you want one corner of the block to be, and select Move block.

2. Move the cursor to a position where you want the opposite corner of the block to be. The block should include all fields and text you want to move.

Ctrl c

The cursor retu r n s to its

→

original position, and the following message appears on the status line:

Move cursor

to define opposite corner of block, press RETURN.

The block you are defining

→

becomes highlighted as you move the cursor.

Using Screen Painter Editing Tools

Editing a Report with Blocks 3-11

CentreVu

CMS Custom Reports

Figure 3-7: Sample Case Study — Defining a Block to Move

Note

In our case study, we want to keep the ACW time column, but we want to move it over to the left next to the other report items we want to keep.

3. Press . →

Return

The following message appears in the status line:

Move cursor to locate upper left corner of move, press RETURN.

4. Move the cursor to a new position for the upper left corner of the block, and press .

Return

All fields and text within the

→

block move to the new l ocation.

Using Screen Painter Editing Tools

Editing a Report with Blocks 3-12

CentreVu

CMS Custom Reports

Figure 3-8: Case Study Sample — Completing a Block Move

When the block moves to its new location, the block’s text or fields cannot overlap any other text or fields. If you do try to move a block to a location where it will overlap existing text or fields, an error message displays in the status line.

Using Screen Painter Editing Tools

Entering Report Text 3-13

CentreVu

CMS Custom Reports

Copying a Block 3

Note

Prior to completing a block c opy, you can press to cancel the copy.

1. On the Screen Painter, place the cursor in a position where you want one corner of the block to be, and select Copy block.

2 Move the cursor to a position

where you want the opposite corner of the block to be. The block should inclu de all fields and text you want to copy.

3. Press . →

Return

Ctrl c

The cursor returns to its

→

original position, and the following message appears on the status line:

Move cursor

to define opposite corner of block, press RETURN.

The block you are defining

→

becomes highlighted as you move the cursor.

The following message appears in the status line:

Move cursor to locate upper left corner of copy, press Return.

4. Move the cursor to a new position for the upper left corner of the block, and press .

Return

All fields and text within the

→

block are copied to the new location.

When you copy a block, the block’s text or fields cannot overlap any other text or fields. If you do try to copy a block to a location where it will overlap existing text or fields, an error message displays in the status line.

Entering Report Text 3

You can enter text on the Screen Painter to label your fields, enter a report title, or include special ins tructions for the report. You should normally enter text to label each data field so that when you run the report you will know what data the field is showing.

You should enter text before defining the data fields for two reasons:

●

The text provides a skeleton layout to help you position your data fields.

●

The text helps you remember what each data field represents. If you have to change fields, this text saves you time.

Using Screen Painter Editing Tools

Saving Your Work 3-14

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CMS Custom Reports

To enter text, simply position the cursor where you want the text and type the characters. You can use the space bar to create spaces and to delete text. You can also simply overtype existing text with new text.

Note

You cannot overtype a data field.

To delete large portions of text, use the Erase block action list option

(see the “Erasing a Block

” section in this chapter).

Saving Your Work 3

If you want to save your work up to this point, select the Save design action and press the key.

If you press before saving, then the following message appears:

Exit

Return

Figure 3-9: Save Report Message

If you enter n (or N), you are returned to the Screen Painter wit hout saving any changes. If you enter y (or Y), you are returned to the Report Select window.

Defining the Data for a Custom Report

Defining Fields for the Report Input Window 4-1

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CMS Custom Reports

4 Defining the Data for a Custom Report

Defining Fields for the Report Input Window 4

To run a standard report, you first access a Report Input window (see Figure 4-1 Input window gives you control over what data (which split s/skills, trunks, dates, intrahour intervals, and so on) are included in the report.

Prompt

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Figure 4-1: Sample Report Input Window

 Call Management System (

Input Field

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Destination Fields

CMS)

). The Report

To define report input fields, use the Define Input window (Figure 4-2 must complete a Define Input window for each input fiel d. When you are done, you will have created a Report Input window. When you or another user prepares to run your custom report, this i nput window appears with the field prompt(s) and the input field(s) you defined (like those shown in

Figure 4-1

Y ou define field s for the Report Input window using the steps de scribed in the following pages.

).

). You

Defining the Data for a Custom Report

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Step 1: Acces s the Define Input Window 4

On the Screen Painter, select the Define input action list option.

→

The Define Input window appears.

Step 2: Define the Variable Name 4

Figure 4-2: The Define Input Window (with Sample Inputs)

Enter a name of up to eight alphanumeric characters in the Variable name field. You must use this exact variable name again in the Row Search

window when you define your row search conditions (see the “Defining the

Rows of Data for a Report” section in this chapter). The vari able name links

the report input field to the r ow search conditions . This link enable s CMS to use the value(s) a user enters when running the report to search the database for appropriate report dat a. See Figure 4-3

If you copy a report (via Get Copy), then that report's input fields and row search conditions are also copied. Before entering any variable names, you may first want to List all to see the report input fields that are already defined and the variable names they use. If you then add, delete, or change a variable name for a report input field, then you must also add, delete, or change that variable name in the row search conditions.

.

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Defining the Data for a Custom Report

Defining Fields for the Report Input Window 4-3

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CMS Custom Reports

You cannot List all or Find one in the Define Input window by searching on multiple fields. For a Find one search, only the entry in the Variable name field. other fields. For a List all search,

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CMS ignores all fields.

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CMS ignores the

CMS uses

Define Input Windows

Figure 4-3

shows an example of how the report input fields are linked to a

report’s search conditions.

Report Input Windows

Variable name: i_split Prompt: Split

Row Search Window

Row search ID: 1

1 07/01/93 8:00am-11:00am

Variable name: i_date Prompt: Date

Variable name: i_time Prompt: Interval(s)

From table(s): hagent___________________________ Select rows where: SPLIT = $i_split and ROW_DATE = $i_date

and STARTTIME = $i_time and ACD = $acd

Figure 4-3: How a Variable Links the Report Input and Row Search

In the example, the user enters a split number of 1, a date of 07/01/93, and intrahour intervals fr om 8:00 a.m. to 11:00 a.m.

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CMS identifies 1 as the value for variable name i_split, 07/01/93 as the value for variable name i_date, and 8:00 a.m. to 11:00 a.m. as the values for var iable name i_time.

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CMS then searches the specified database items (SPLIT, ROW_DATE, and STARTTIME) in the Intrahour Agent (hagent) table for rows that have those values. Fina lly,

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CMS extracts data

from those rows and displays the data in the report’s fields.

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Step 3: Enter a Field Prompt 4

Step 4: Define the Number of Field Columns and Rows 4

In the Prompt field, enter a name of up to 50 characters to appear next to the input field on the Report Input window. Because you can use blanks, your prompt can be more than one word.

This name should describe the information ( wha t split/skill, what date, what time, etc.) a user must enter in the field when ordering the report. For

example, if you want t he user t o enter a date, “Date” woul d be an appropriat e prompt. However, if the user can enter more than one date in the field, “Date(s)” would be more appropriate.

The size of the input field is determined by the entered in the Field columns and the Field rows fields on the Report Input window. The maximum cannot exceed 50. If the user will order the report with names (for example, split names) instead of numbers, make sure the field is large enough for the user to enter the complete name (up t o 20 characters). If the user can ent er a range of values, make sure the field is large enough for any range the user might possibly enter.

product

of the two numbers you enter here

product

of the numbers

Step 5: Define the Field as Single Value or Range/List 4

Enter y in the Range/List field to allow the user to enter a range or lis t of values in the input field. If you enter n, the user will be able to enter o nly one value in the input field when ordering the rep ort. For exampl e, if you define a “Date” input field so that the report will show data for only one day, type n. If you define a “Times” or “Intervals” input field so the report can show data for multiple intrahour inter vals in a day, type y.

Note

If you specify a range/list for a variable name in the Define Input window , then in t he Row Search windo w you must use the equal s (=) sign in the “where” clause for that variable name. See the “Defining

the Rows of Data for a Report” section in this chapter.

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Defining Fields for the Report Input Window 4-5

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CMS Custom Reports

Step 6: Provide a Default Value for the Field 4

Step 7: Select a Field T ype 4

Enter a valu e in th e Default field of up to 50 characters. This value appears in the input field when the user first accesses the Report Input window. The user can then choose to overtype this value with another value or order the report with this value.

You can also leave the Default field blank. In t his case, the input field wil l be blank when the user accesses the Report Input window.

Enter an x to select an item in the Type list. The field type tells CMS what kind of values it should expect the user to enter.

Field types are listed in Table 4-1

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If

●

Check that the user’s entri es are valid system values and are values

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●

Check that the user has permissions to run a report for the entries.

●

Allow the user to enter names defined in the Dictionary subsystem.

CMS knows what to expect,

CMS can use to search the database tables.

.

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CMS can do the following:

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For example, if you define an input field for the user to select a split/skill for

the report by assigning the “Split/Skill” field type to the input field, the following would be possible:

●

If the user enters a number, searching the database, to see that the number is within system limits (for example, 1 to 60 for System 85/G2).

●

The user can enter the name of the split/s kill as defi ned in the Diction ary subsystem. Split/Skill list to find the split/skill number associated with the name.

●

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the split/skill.

Similarly, if your variable's input field requires a date, then by specifying a “Date” field type date like 070193 — which is not in a format that

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CMS can check to see that the user has read permission for

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CMS can check that the user does not enter a

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CMS can check the Dictionary:

CMS can check, before

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CMS can use.

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Defining Fields for the Report Input Window 4-6

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CMS Custom Reports

Table 4-1: Report Input Field Types

Type Description

ACD The user must enter an ACD number or name (as defined in the Dictionary

subsystem).

Agent group The user must enter an agent group name (as defined in the Dictionary subsystem). Agent state The user must enter an agent state name (standard or new name as defined in the

Dictionary subsystem). Standard names are ACD, AUX, ACW, and so on.

Agent preference The user must enter an agent call handling preference number or name. AUX reason The user must enter an AUX reason code name or number (as defined in the

Dictionary subsystem).

Call Work Code The user must enter a call work code name or number. Date The user must enter a date in mm/dd/yy format or as a relative number (for example,

-7 for 7 days ago).

Extension The user must enter an extension number of one to five digits (as administered for

System 75/Generic 1/Generic 3) or three to five digits (as administered for System 85/Generic 2).

Login ID The user must enter a login ID of one to nine digits (as administered for System

75/Generic 1/Generic 3) or four digits (as administered for System 85/Generic 2).

Logout reason The user must enter a Logout reason code number or name (as defined in the

Dictionary subsystem).

Number The user ent er s a n umb er, which may inclu d e di gi t s t o th e right of th e de ci ma l po i nt .

This type applies if your variable field asks for specific values about ACD performance (for example, number of ACD calls or percent within service level).

Split/Skill The user must enter a split/skill number or name. String The user enters a character string. Select this type only if one of the following is true:

1. Your variable field is linked to a custom database item that you identify in

Time (duration)

INFORMIX

2. Your variable field is linked to a standard database item that is a CHAR column, AND you want to allow the user to do pattern searching when running the report.

See the following section, “Input Fields That Allow Pattern Matching The user enters a number, including decimals, of seconds. This type only applies if

your variable field asks for specific values regarding ACD performance (for example, time in AUX work, average speed of answer, or average talk time).

* as a CHAR column.

”.

Time (point in time)

Trunk group The user must enter the number or name of a trunk group.

The user enters a specific time of day in hh:mm format, either as 24-hour time or with am or pm appended.

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CMS Custom Reports

Table 4-1: Report Input Field Types —

Continued

Type Description

Trunk state The user must enter a trunk state name (standard name or new name as defined in

the Dictionary subsystem). Standard names are IDLE, SEIZED, QUEUED, and so on.

VDN The user must enter a Vector Directory Number of one to five digits (as administered

for System 75/Generic 1/Generic 3) or three to five digits (as administered for System 85/Generic 2).

Vector The user must enter a vector number or name.

_________________________ * INFORMIX is a registered trademark of Informix Software, Inc.

Note

If you sele ct a String or Number field type,

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CMS does not accept any names (for VDNs, Splits/Skills, Login IDs, and so on) defined in the Dictionary subsystem. Also,

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CMS does not check

permissions or system limits. The Number type allows the user to enter any number. The String

type allows the user to enter any number, letter of the alphabet, or keyboard symbol in any format.

Input Fields That Allow Pattern Matching

Note

The field type does not determine what database item(s) the variable represents. The database item(s) linked to the variable is specified in the Row Search window.

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CMS can search for values in certain database it ems according to wildcard search patterns. As a result, you can create a custom report that allows report inputs based on character stri ngs, plus ei ther * (matc hes 0 or more occurrences of any character) o r ? (matches on any single character).

4

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CMS then includes data for all items that match the character strings the user entered.

The standard database items that allow this type of searching are:

●

VDN (the value is a VDN number)

●

EXTENSION (the value is an extension number)

●

LOGID (the value is an agent login ID)

●

EQLOC (the value is a 9-digit trunk location number)

●

CWC (the value is a call work code)

●

ROW_DATE (the value is a date)

Defining the Data for a Custom Report

Defining Fields for the Report Input Window 4-8

In addition, any custom database items that you define as CHAR columns in

INFORMIX

As an example of matching with *, if an input field were a String type and were associated with the LOGID database item, the user could enter 1*,

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and with 1 (1, 10, 1238, 190, and so on, depending on the switch’s administered login length). As an example of matching with ?, if an input field were a String type and were associated with the VDN database item, the user could enter 21?0, and start with 21, end with 0, and have any single character appearing between the 21 and the 0 (2100, 2110, 2120, 2130, and so on).

also allow this type of searching.

CMS would include data for all agents with logi n IDs that start

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CMS would include data for all VDNs that

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CMS Custom Reports

Step 8: Associate an ACD with the Variable Field 4

Caution

Enter an x in the Associated ACD list to associate the var iable field with either the current ACD or a user-selected ACD. You must select an associated ACD if the input field you are defini ng is a type listed under the heading (associated ACD required). These field types requir e an associated ACD because they are administered for each ACD. For other field types not administered per ACD, of an associated ACD.

If you select String for an input field, check a user’s inp uts in that field for appropriate read permis sions or valid switch parameters. If you want permissions for a VDN input field, you must select the VDN field type. If you want VDN, login ID, extension, or call work code input field, you must select that field type, no t String. In addition, if you select String for a field, the user will not be able to enter Dictionary names. So, again, if you want to let th e user enter VDN, login ID, or call work code names to run a report, you must select that specific field type, not String.

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CMS to check switch parameters for a

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CMS ignores any selection

CMS does not

CMS to check

Select Current ACD if either of the following conditions is true:

●

You have only one ACD.

●

You always want the report to show data for the user’s current ACD.

Select Variable name if you want to let the user select the ACD. If you select Variable name, you must also enter a name of up to eight characters in the field next to the Variable name list item.

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Defining Fields for the Report Input Window 4-9

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CMS Custom Reports

Using a variable name for the associated ACD is most useful when you are creating a multi-ACD report.

Step 9: Save a Variable Input Field 4

Note

Select Variable name only if the user(s) who will run the report has read permission for more than one ACD. (You can create such a report without knowing if the user has read permission for more than one ACD. If you do and the user does not have read permission, the user will not be able to view the report.)

Before you can select Variable name for an input field’s associated ACD, you must define a separate report input field for the ACD number/name. This field must have:

●

An assigned field type of ACD

●

The same variable name you are assigning to the associated ACD.

Select the Add action list option to save the definition of the variable input field.

Note

Add saves newly defined input fields. If you have prev iously sav ed an input field definition and you are changing it, then you must use Modify instead.

To define more input fields, press to clear the Define Input window ,

Ctrl Z

and repeat steps 2 through 9.

Note

If you are defining a real-time report, you cannot and do not need to

define an “Refresh Rate in Seconds” input field.

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CMS puts

this field in the Report Input window automatically. If you are defining a historical report, you cannot and do not need to

define fields for “Report Destinati on.”

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CMS puts this field in

the Report Input window automatically.

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Defining Fields for the Report Input Window 4-10

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CMS Custom Reports

Defining the Order in Which Input Fields Appear 4

On the Report Input window, same order you defined them in. However, you have the option of changing this order. To change the order in which the input fields appear, do the following steps.

1. After you have defined (and saved) all of your input fields,

select the Order action list option.

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CMS displays your input fields in the

The Define Input: Order

→

window appears. The window displays the prompts for each input field you have defined.

Figure 4-4: The Define Input: Order Window

2. Enter 1 next to the prompt you want to appear first on the Report

Input window. Enter 2 for the second prompt, 3 for the third, and so on.

3. Select the Modify action list option to save the display order.

The Define Input: Order

→

window disappears, and the cursor returns to its previous position on the Define Input window.

Note

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Defining Report Fields 4-11

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CMS Custom Reports

Changing Report Input Fields 4

1. On the Screen Painter, select the

Define input action list option.

2. Enter the desired name in the

Variable name field, and select

→

The Define Input window appears.

The defined characterist ics of

→

the variable name appear.

Find one. Before entering any variable names, you may firs t want to do a List

all to see what report input fields you have already defined. If you copied an existing report design, report inpu t fields defined for that report are also copied and available in the Define Input window.

You cannot do a List all or a Find one search on multiple fields in the Define Input window. For a Find one search, you can only have an entry in the Variable name field. The other fields are ignor ed. For a List all search, all fields are ignored.

3. Change data in any field(s) except Variable name, and select the Modify action list option.

→ Successful

window’s status li ne to indicate that the input field definition has been changed.

appears in the

Note

If you wish to change a variable name, you must delete the variable and then add a new one.

Defining Report Fields 4

A report consists of fields of data. Defini ng those fi elds is the central task of creating a custom report.

To define a field, you must specify the following items:

●

The specific data that goes in the field.

●

The position of the field

●

The length of the field

●

The format of the field’s data

You do all of these tasks in a predefined sequence described i n th e foll owing pages.

Defining the Data for a Custom Report

Defining Report Fields 4-12

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CMS Custom Reports

What the x’s, v’s, and h’s Mean in a Field 4

If you copy the design of an existing r eport, the fi eld(s) on t he Screen Painter appears filled with x’s, v’s, or h’s.

●

x’s indicate that the field is single field in the report because, based on the row search conditions assigned to the field,

●

v’s indicate that the field is repeated field appears as a column of fields because, based on the row search conditions assigned to the field,

●

h’s indicate that the field is repeated the field appears as a row of fields because, based on the row search conditions assigned to the field,

See the “Assign a Row Search ID to Report Field(s) and Bar(s) this chapter for illustrations of discrete and repeated fields.

discrete

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. That is, the field appears as a

CMS finds only one value.

vertically

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horizontally

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in the report. That is, the

CMS finds multiple values.

in the report. That is,

CMS finds multiple values.

” section in

Defining the Data for a Custom Report

Defining Report Fields 4-13

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CMS Custom Reports

Step 1: Define the Position and Length of a Field 4

1a. On the Screen Painter, position

the cursor where you want a field to begin, and select Field from the action list.

1b. Move the cursor using the arrow

keys to define a field length, and press . Be sur e t he fiel d is long enough to contain the data. If the field is too short for a value, the report shows asterisks (*) in the field or, if the data is a word, cuts letters off.

Return

→

The cursor returns to its original position, and the following message appears

Move cursor to define opposite corner of field and press RETURN.

→ The field appears as a

question mark (?) followed by x’s. The question mark indicates that you ha ve not yet assigned a Row Search ID to the field. The Field window also appears.

:

Figure 4-5: The Field Window

Defining the Data for a Custom Report

Defining Report Fields 4-14

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CMS Custom Reports

Step 2: Define the Field’s Data Expression 4

Database Items 4

In the Select field (shown in Figure 4-5), enter a data expression to tell

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●

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identifiers.

CMS two things : What table column(s) should supply data to the field. How to manipulate that data.

CMS picks out values from a table with both row and column

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CMS identifies rows of data according to the user’s

inputs and the row search conditions you define (s ee the “Defining the Rows

of Data for a Report” section in this chapter).

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CMS identifies

columns according to the data expression you defi ne here. You can enter the following types of data expressions:

A database item is the name of a column of data in a tab le, either standard or custom. When you enter a database item, you must always add the name of a table and a period (.) as a prefix. The format is as foll ows:

Examples:

dsplit.ACDCALLS hagent.STARTTIME ctkgrp.NUMINUSE

Standard database items

Standard database items are list ed in t he Dicti onary s ubsyst em as ha ving al l upper-case letters (as in the preceding examples).

A standard database item can store:

●

Identifiers (for example, SPLIT, VDN, LOGID, and so on)

●

Timed data (for example, ACDTIME, ABANTIME, AUXOUTIME, and so on)

●

Event counts (for example, A CDCALLS, INTERFLOWCALLS,

ABNCALLS,

and so on)

●

For real-time and agent trace reports, current state data (for example, WORKMODE, DURATION, NUMINUSE, and so on).

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CMS Custom Reports

Constants 4

See Appendix A

for a description of database tables and items including the exceptions, forecast, and login/logout tables. See Chapter 6, "Advanced

Report Design", for more information about custom reports that include

exceptions and forecast data.

Note

Standard database items are often shar ed by more than one t able. For example, ABNCALLS can identify a column in the Current Interval Split, Daily Split, or Intrahour Agent tables (or many other tables).

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CMS can determine the exact database item only when

it is identified with a table.

Custom database items

You must enter a custom database item, with the custom table name as a prefix, exactly as you defined it in the Dictionary subsystem. The data identified by a custom database item depends entirely on the data you entered for the item in the custom table (see Chapter 6, "Advanced Report

Design").

A constant is the name of a fixed numerical value (whole number or decimal) that you define in the Dictionary sub system. Constant names can be up to 20 characters long. A constant could represent a per-minute usage rate for trunks, a daily or hourly wage rate, or a service object ive (like number of abandons, number of ACD calls, or percent within service level). A constant could also represent an average for the estimated dollar loss of an abandoned call, which could then be used to calculate daily loss of revenue due to abandoned calls. No standa rd constants exist i n

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CMS when

it is first installed. Therefore, you must define ever y constant you want t o use. Using constants makes sense only if you have a fixed value that you want to

use under one or both of the following conditions:

●

The constant is a value that you will use in a number of different custom reports (for example, an average wage rate).

●

You would not be able to remember the numerical value, but could remember a name assigned to the value (for example, for the $9.00 hourly wage rate for an agent called Smith, you could have a constant called Smithwage.)

Note

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CMS real-time database only allows whole

The numbers in queries. If you need a value to be a decimal (for example, 9.5), use whole numbers and division to arrive at the correct number (so, in order to have 9.5 in a query, you would use 19/2 as the query entry).

Defining the Data for a Custom Report

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CMS Custom Reports

Calculations 4

A calculation is a combination of database items and arithmetic operators. You can also include constants in a calculation. The arithmetic operators are:

+add

- subtract * multiply /divide () perform first

Some examples of calculations are:

dsplit.ACDCALLS/dsplit.ACDTIME hagent.AUXOUTTIME+hagent.ACWOUTTIME 100*((cagent.I_ACDTIME+cagent.I_ACWTIME)/

cagent.I_STAFFTIME)

Arithmetic operations are generally performed in order from left to right. However , multiplication and division operations are performed before addition and subtraction operati ons, unless the addition or subtraction operations are enclosed in parentheses. Operations in parentheses are always performed first. If more than one set of parentheses is used, the operation in the set farthest to the left is performed first. If one set of parentheses is inside of another set, the operation of the inner set is performed first.

Calculation names

A calculation name is a name, as defined in the Dictionary subsystem, that can substitute for the actual calculation. The calculation name can be a

4

standard name (used in standard reports) or a name you define. You cannot append a table name to a calculation name. Therefore, you must specify a table name in the Table for calculations field.

Note

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CMS differentiates between uppercase and lowercase letters in calculation names. Therefore, be sure you enter the desir ed calculation name

exactly

as it appears in the Dictionary subsystem.

A calculation name normally reflects the pur pose of the calculation. As a result, entering a name is an easier , more me aningful way to define data for a report field. More importantly, if you use a calculation name in many custom reports and later decid e to change the calcul ation, you c an simply make your changes once in the Dictionary subsystem.

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CMS then applies

those changes to every report that uses the calculation name. For example, if you use the standard calculation name

<PERCENT_ACD_TIME>, which represents the calculation

Defining the Data for a Custom Report

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CMS Custom Reports

100*((I_ACDTIME+I_ACWTIME)/I_STAFFTIME), but do not want to include the ACWTIME in the calculation, then you can change the calculati on in the Dictionary subsystem so that <PERCENT_ACD_TIME> represents 100*(I_ACDTIME/I_STAFFTIME). Then, any report that uses the calculation name PERCENT_ACD_TIME reflects the new calculation.

Caution

If you change the calculation for a standard calculation name, the change affects any standard report, as well as any custom report, that uses that calculation name.

At times, using calculation names helps save space in the Select field so you can create more complex calculations. For example, if you wanted to know the average time agents spent on all extension calls (both incoming and outgoing), you might have to add the following calc ulation:

(csplit.ACWINTIME + csplit.AUXINTIME + csplit. ACWOUTTIME + csplit.AUXOUTTIME) / (csplit.ACWINCALLS + csplit.AUXINCALLS + csplit.ACWOUTCALLS + csplit.AUXOUTCALLS)

Unfortunately, the Select field is not long enough to enter the complete calculation. However, you could define in the Dictionary subsystem two separate calculation names for each half of the calcul ation.

For:

(csplit.ACWINTIME + csplit.AUXINTIME + csplit.ACWOUTTIME + csplit.AUXOUTTIME),

you could enter, in the Dictionary subsystem, the calculat ion name:

TIME_ON_NON-ACD_SUM with the assigned calculation (ACWINTIME + AUXINTIME + ACWOUTTIME + AUXOUTTIME).

Likewise, for:

csplit.ACWINCALLS + csplit.AUXINCALLS + csplit.ACWOUTCALLS + csplit.AUXOUTCALLS),

you could enter the calculation name:

NON-ACD_CALLS_SUM with the assigned calculation (ACWINCALLS + AUXINCALLS + ACWOUTCALLS + AUXOUTCALLS).

As a result, you can enter the following calculation in the Select field: TIME_ON_NON-ACD_SUM/NON-ACD_CALLS_SUM

Defining the Data for a Custom Report

Defining Report Fields 4-18

CentreVu

CMS Custom Reports

Then, you can enter the table name csplit in the Table for calculation field.

Aggregate Functions

Caution

You should not add table names to your custom calculat ions in the Dictionary subsystem. Doing so makes the assigned calculation name less flexible for use in custo m reports. Also, if you append table names to the Dictionary calculation and then also assign a table name to the calculation name in the Field window, the report will fail.

An aggregate function is a prefix attached to a database item, a calculation, parts of a calculation, or a calculation name. When you define an aggregate

4

function, you must place the database item or calculation in parentheses [as in, max(dsplit.ACDTIME/dsplit.ACDCALLS)].

Note

In real-time reports, fields with aggregate functions cannot share a set of row search conditions with nonaggregate fi elds. And for historical reports, special considerations exist when you assign the same row search conditions to both aggregate functions and other

types of data expressions. See “Repeating Aggregate Function

Values” in Chapter 6 of this manual.

An aggregate function can be one of four types. Each type retrie ves a different value from the data.

●

max

The max aggregate function retr ieves the highest val ue for a calculat ion or database item over the time frame of the report.

For example, if the Intrahour Split tabl e contained data as shown in

Figure 4-6

and you entered max(hsplit.ACDCALLS) for a field in a

report, then ran the report for Split 1 for all intervals on 07/02/93,

CentreVu

CMS would find all rows shown in bold. However,

CentreVu

CMS would display only the value 418 (shown in the box), which is the maximum ACD calls in any single interval on 07/02/93. Likewise, if you entered max(ACDTIME/ACDCALLS) for the field,

CentreVu

CMS would display the value 101.53 (which is the highest average tal k time in any single interval on 07/02/93).

Defining the Data for a Custom Report

Defining Report Fields 4-19

CentreVu

CMS Custom Reports

..

.

..

. . .

070193

. .

070193

. . .

070193

. .

070193

. . .

070193

. .

070293

. .

070293

. . .

070293

. .

070293

. . .

070293

. .

070293

. .

070293

. . .

070293

. .

070293

. . .

070293

. .

070293

. . .

070293

. .

070393

. .

070393

.

..

.

..

DATE

..

.

..

.

..

STARTTIME

..

.

..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

..

.

..

.

..

1000 1000 1100 1100 1100

0800

0800 0800

0900

0900 0900

1000

1000 1000

1100

1100 1100 0800 0800

..

.

..

.

..

.

..

SPLIT

.

..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

.

..

.

2 3 1 2 3

1

2 3

1

2 3

1

2 3

1

2 3 1 2

..

.

ACDCALLS

..

.

..

.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

..

.

..

.

..

.

..

391 142 480 491 297

399

299 138

400

300 225

394

323 105

418

246 100 417 247

..

.

..

.

..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

..

.

..

ABANDONS

..

.

..

31 10 39 22 15

36

20 13

46

33 12

40

34 14

41

30 18 34 24

..

.

..

.

.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

..

.

..

ACDTIME

..

.

..

19768

9786 33389 26789 12530

37651

29602 11523

36178

24303 15628

40002

29881 12115

34819

21173 10281 37856 26308

..

.

..

.

..

.

..

ABNTIME

..

.

.. . . . . . . . . . . . . . .

1452

. .

7616

. . .

2569

. .

1745

. . .

1109

. . . .

1322

. . .

1188

. . . .

1256

. . . . . . . .

1340

. .

1299

.

..

.

..

.

..

603 203 789 549 402

367

704

980 589

..

.

..

.

..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

..

.

..

...

... ...

...

Figure 4-6: Sample Intrahour Split Table Data

●

min

The min aggregate function retrieves the lowest value for a calculation or database item over the time frame of the report.

For example, using the previous example, if you entered min(hsplit.ACDCALLS) instead of max(hsplit.ACDCALLS) for the field and then ran the report for Split 1 for all int ervals on 07/02/93,

CentreVu

CMS would display only the value 394 which is the smallest

number of ACD calls in any single interval on 07/02/93.

●

sum

The sum aggregate function retrieves the sum of all values for a calculation or database item over the time frame of the report.

For example, if the Intrahour Split table contained data as shown in

Figure 4-6

report, then for Split 1 and all intervals on 07/02/93,

and you enter sum(hsplit.ACDCALLS) for a field in a

CentreVu

CMS would take the values for hsplit.ACDCALLS and add them up to display only the value 1611. Likewise, if you entered sum(hsplit.ABANDONED+hsplit.ACDCALLS) for the field,

CentreVu

CMS would display only the value 1774, which is the total of

all ACD calls and abandons for Split 1 on 07/02/93.

Defining the Data for a Custom Report

Defining Report Fields 4-20

●

avg

CentreVu

CMS Custom Reports

The avg aggregate function retrieves the average of all values found over the time frame of th e report. Us ing the sample table in Figur e 4-6 you enter

avg(ACDCALLS) for a field and run the r eport for Split 1 for all

intervals on 07/02/95, the value 402.75, which is the average of 399, 400, 394, and 418, is displayed.

, if

count(*) 4

The count(*) expression tells

CentreVu

CMS to count the number of rows in a table that match certain row search conditi ons (as defined in the Row Search window). For example, if you want the number of agents in a split that had more than five extension-out calls, the Row Search window would have a row search statement like:

Select rows where: SPLIT = 1 and

(ACWOUTCALLS+AUXOUTCALLS) > 5

This statement means, “Find rows of data where the SPLIT value is 1 and total extension-out call s, for both ACW and AUX states, is greater than 5." Then, by entering count(*) in the Select: field, the report field would count the number of rows that match, and display the number in your report.

Do not append a table name to the beginning of count(*).

count(*) is always a number of matching rows and makes sense only if you

want to track some specific measure of performance by ACD elements (for example, the number of agents currently logged into a split, the number of trunks that were occupied for more than 80% of the time, the number of VDNs that had over 30 abandoned calls in an intrahour interval).

count(*) allows you to create fields that act as exception counts.

Data from More Than One Table

A calculation can merge data from more than one table in a report field.

4

For example, you may want the percentage of a split's ACD calls that an agent handled in a day. Thus, you can enter a calculation that merges data from the Daily Agent and Daily Split table s, as in the following example.

dagent.ACDCALLS/dsplit.ACDCALLS

When you merge data from two tables, you must define your row search conditions in a special way. See “Selecting Rows from More Than One Table in Chapter 6

Note

of this manual.

You cannot use calculation names for a fiel d in whi ch you mer ge d ata from two tables, and you cannot merge data in real-time reports.

”

Defining the Data for a Custom Report

Defining Report Fields 4-21

CentreVu

CMS Custom Reports

Step 3: Define the T able(s) for Calculation Names 4

Enter a table name in the Table for calculations field only if you entered a calculation name in the Select field. The table name tel ls

CentreVu

Note

For example, look at the following entries:

These entries mean “Take the calculation defined in the Dictionary subsystem for <AVG_POS_STAFF>, which is I_STAFFTIME/(INTERVAL*60), and apply the hsplit table name to the database items.” In effect, the two fields make the calculation hsplit.I_STAFFTIME/(hsplit.INTERVAL*60).

CMS in what table to look for the database items in the calculation.

The Table for calculations field is necessary because you cannot append a table name to a calculation name in the Select field.

Select: AVG_POS_STAFF Table for calculation: hsplit

Step 4: Justify Data in the Field 4

Select, from the Justification list, the way you want line up data when the data appear in the field. Normally, numerical data is right-justified so that the right hand side lines up in a column. Names are normally left-justified so that the first character of each name is lined up. However , you may choose any of the three options for any type of data.

CentreVu

CMS to

Defining the Data for a Custom Report

Defining Report Fields 4-22

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CMS Custom Reports

Step 5: Define the Field Format 4

Enter an x to select an item in the Field Format list. You must also complete the field associated with the list item.

The format type and the format you specify in the associated field tell

CentreVu

format you select depends on the type of data The format options are as follows:

Number Select Number if the field will display a number of events,

CMS how to display the values it finds for the field. However, the

CentreVu

an average, or a percentage. You must also specify a number of decimal places for the field. Ente r 0 if you d o not need decimal places displayed. I f the field’ s expression were ACDCALLS, you would select Number and enter 0 in the field. However, if the field expression were to generate an average, such as the average staffed positions per interval, I_STAFFTIME/(INTERVAL*60), you may want to include decimal places.

When you run the report, the decimal point and the decimal places will use up spaces in the field. For exa mple, if the field contains six spaces and yo u specif y three dec imal places for the field, then data will appear with t w o characters to the left and three characters to the right of the deci m al point (for example, 12.344).

CMS will display.

Date Select Date if the field expression is ROW_DATE. You must

also specify a date format, wi th appropri ate punct uation. You can select a single format or a combination of formats. The available formats are:

Table 4-2: Date Formats for Report Fields

mm = Numerical month (for example, 12 for

December)

MMM = Month represented by three lett ers (for example,

APR for April). yy = Year as two digits (for example, 94). YYYY = Year as four digits (f or example, 1994). dd = Numerical day of the month (for example, 31). jjj = Day of the year in the Julian calendar (for

example, 151 for May 31). www = Day of the week as three letters (for example,

THU).

Defining the Data for a Custom Report

Defining Report Fields 4-23

CentreVu

CMS Custom Reports

String Sel ect String for those database items whose data

CentreVu

CMS identifies as character strings, not numbers. (Each of these items is identified as being a CHAR column type in

INFORMIX

store numbers,

terminology.) Even though these items

CentreVu

CMS searches for values as if the items stored nonnumeric symbols and alphabetic words, as well as numbers.

Database items for which you might select String are as follows:

●

VDN (the value is a VDN number)

●

EXTENSION (the value is an extension number)

●

LOGID (the value is an agent login ID)

●

EQLOC (the value is a 9-digit trunk location number)

●

CWC (the value is a call work code)

●

Custom database items with the CHAR column type.

String, as used here, does not have the same meaning as string-value database item, as defined for the Dictionary subsystem. For the purposes of custom report design, Dictionary names for string-value database items are referred to as Synonyms, and include names for agent s, splits, VDNs, trunk groups, and vectors. In fact, for the VDN and LOGID database items, you may wish to select Synonym, not String, since you may have assigned names to VDNs and login IDs in the Dictionary subsystem.

Synonym Select Synonym to display a name defined in the Dictionary

subsystem, instead of the value stored in the database table(s). You must also enter the Dictionary name type.

See the “Dictionary” chapter in the

Administration

(585-215-820) document for a complete

CentreVu CMS R3V5

description of synonym types. The type must correspond to the database item you enter in

the Select field. The types you enter are as follows:

Defining the Data for a Custom Report

Defining Report Fields 4-24

CentreVu

CMS Custom Reports

Table 4-3: Synonym Types for Report Fields

Report Field Type Database Item

ACD Entities acd

agname tkgrp split

a

vdn vector

a

aux_rsn logout_rsn cwc

Agent States workmode

ag_orig

d

ag_dir ag_dest ag_pref

Trunk States tkstate

ACD LOGID TKGRP SPLIT

b

VDN VECTOR AUXREASON LOGOUTREASON CWC

c

WORKMODE ORIGIN DIRECTION DESTINATION PREFERENCE

TKSTATE tk_pri tk_qtype tk_vpri

a

tk_dir all_busy

Split States slvl_chg

per_chg

a. Available only with the b. Contains skill or split values. c. Applies to the WORKMODE database item in both the Agent and Agent Trace tables. d. Available only with adjunct routing on a Generic 3.

CentreVu

CMS Vectori ng feat ure.

PRIORITY

QUETYPE

PRIORITY

DIRECTION

ALLINUSE

SVCLEVELCHG

PERIODCHG

Defining the Data for a Custom Report

Defining Report Fields 4-25

CentreVu

CMS Custom Reports

Time (duration)

Select Time (duration) if the field expression will display a length of time. You must also enter a time format with the appropriate punctuation.

Durations (for example, ACDTIME ) are stored as a number of seconds. However, you can choose to display time as minutes and seconds, or even hours, minutes, and seconds.

The time formats available are:

Table 4-4: Time Formats for Report Fields

ss Display time as the number of seconds. Enter as

many s’s as needed to display the seconds. If t he

number of seconds can reach six digits, enter ssssss.

mm Display time as the number of minutes. Enter as

many m’s as needed to display the minut es. If the number of minutes can reach six digits, enter mmmmmm.

hh Display time as the number of hours. Enter as

many h’s as there are digits needed to di splay the hours. If the number of hours can reach three digits, enter hhh.

mm:ss Display time as minutes and seconds. The

minutes count is increased by one and the seconds count is reset to 00 when the seconds count reaches 60. Specify more than two dig its for minutes if the minutes will exceed 99. For example, if you enter mmmm:ss, 2822:35 (2822 minutes and 35 seconds) might display in the report.

hh:mm Display time as hours and minutes. The hours

count is increased by one and the minutes count is reset to 00 when the count reaches 60. Specify more than two digits for hours if hou rs will exceed

99. For example, if you enter hhh:mm, up to 999:59 can display in the report.

hh:mm:ss Display time as hours, minutes, and seconds. The

minutes count is increased by one when the seconds count reaches 60. The

hours count

increases by one when the minutes count reaches

60. With this format, you can increase the digits for hours if necessary, but not the minutes digits.

Defining the Data for a Custom Report

Defining Report Fields 4-26

CentreVu

CMS Custom Reports

Time (point in time)

Select Time (point in time) if the field expres sion will display a point in time (for example, 10:34am). Enter a tim e format with the appropriate punctuat ion.

You can use one of the following formats:

Table 4-5: Point-In-Time Formats for Report Fields

HH The hour only, in military ti me (24-hour

clock). For example, 15 equals 3:00 p.m.

hh The hour only, according to a 12-hour

clock. For example, 3 could mean 3:00 a.m. or 3:00 p.m. For this reason, if you use hh, you should also add am (hham).

mm The number of minutes after the hour only . ss The number of seconds into the minute.

HH:mm:ss

or

24-hour clock time, either to the second or to the minute.

HH:mm

hh:mm:ssam

or

hh:mmam

12-hour clock time, with AM or PM attached, either up to the second or up to the minute.

Defining the Data for a Custom Report

Defining Bars in a Report 4-27

CentreVu

CMS Custom Reports

Step 6: Save the Field Definition 4

Changing a Field Definition 4

Select the Save action list option. →

To define additional fields, repeat steps 1 through 6.

Note

You must assign a Row Search ID to the field before your field definition is truly complete. When you do, the question mark (?) will

change to that ID number. See the “Defining the Rows of Data for a

Report” section in this chapter.

1. On the Screen Painter, place the cursor on the field you want to change, and select Field.

The Field window disappears,

and Successful

the Screen Painter’ s status line to indicate the field definition has been added.

The cursor returns to the field

→

and rests on the last space of the field. The following message appears on the Screen Painter status line:

Move cursor to define opposite corner of field, press RETURN.

appears in

2. If desired, move the cursor using the arrow keys to eit her make the field longer or shorter, and press

Return

.

3. Overtype any data in fields you want to change, and select Save.

The Field window appears.

→

→ The Field window disappears,

Successful appears in the Screen Painter status line, an d the cursor returns to the field you just changed.

Defining Bars in a Report 4

Note

You can define bars in a custom report only if you have purchased

CentreVu

the Graphics feature, the Bar action list option is not available.

CMS Graphics feature. If you have not purchased the

Defining the Data for a Custom Report

Defining Bars in a Report 4-28

You may want a report to display data as bar graphs instead of numbers. Defining a bar or bars in a report is similar to defining fields, except in the way you define the format. To define a bar’s format, you must specify the following items:

●

The position and length of the bar

●

The direction of the bar — horizontal or vertical

●

The thresholds that cause the bar to change color

●

The scale of the bar.

CentreVu

CMS Custom Reports

What the X’s, V’s, and H’s Mean in a Bar 4

If you copy the design of an existing bar graph, the bar(s) appear filled with X’s, V's, or H's.

●

X's indicate that the bar is the report because, based on the row search conditi ons assig ned to the

CentreVu

bar,

●

V's indicate that the bar is repeated appears as a series of bars, one over the other, because, based on the row search conditions assigned to the bar, values.

●

H's indicate that the bar is repeated appears as a series of bars, side by side, because, based on the row search conditions assigned to the bar, values.

See the “Assign a Row Search ID to Report Field(s) and Bar(s) this chapter for illustrations of discrete and repeated bars.

CMS finds only one value.

discrete

. The bar appears as a single bar in

vertically

horizontally

in the report. The bar

CentreVu

CMS finds multiple

in the report. The bar

CMS finds multiple

” section in

Step 1: Define the Position and Length of a Bar 4

1a. On the Screen Painter, position

the cursor where you want a bar to begin, and select the Bar action list option.

The cursor retu r n s to its

→

original position, and the following message appears:

Move cursor to define opposite corner of bar and press RETURN.

Defining the Data for a Custom Report

Defining Bars in a Report 4-29

CentreVu

CMS Custom Reports

1b. Move the cursor using the arrow

keys to define the length and width of the bar, and press

Return

.

A question mark (?) appears

→

in the upper left corner of the bar. The question mark indicates that you have not yet assigned a Row Search ID to the bar.

The Bar window also appears.

Figure 4-7: The Bar Window (with Sample Input)

Defining the Data for a Custom Report

Defining Bars in a Report 4-30

CentreVu

CMS Custom Reports

Step 2: Define the Bar’s Data Expression 4

Enter a data expression in the Select field to tell things:

●

What table column(s) should supply data to the bar

●

How to manipulate that data.

The rules for thi s Select field are identical to those of the Select field for the Field window. However, the following types of database items do not make sense for bars:

●

Identifiers (for example, SPLIT, VDN, LOGID, and so on)

●

Current state data (for example, WORKMODE, or DURATION)

●

Constants (unless they are part of a calculation).

Also, if a bar’s expression is a database item that stores a number of seconds, the bar normally shows time as seconds. However, you can make the bar represent minutes by dividing the database item by 60.

In addition, to co mplete your defi nition of bar data, you must, as for field data, define row search conditions for the bar(s). This includes whether a bar you define will be repeated to display multiple bars for multiple values. See the

“Defining the Rows of Data for a Report

” section in this chapter.

CentreVu

CMS two

Step 3: Define the T able(s) for Calculation Names 4

Step 4: Define the Bar Direction 4

Enter a table name in the Table for calculations field only if you entered a calculation name in the Select field. The tabl e name t ells

CentreVu

Note

Enter an x in the Bar direction list to select either a horizontal or vertical format for the bar. Vertical means the bar’s length is oriented up and down. Horizontal means the bar’s length is oriented left and right .

CMS in what table to look for the database i tems in the calculati on.

The Table for calculations field is necessary when using calculation names because you cannot append a table name to a calculation name in the Select field.

Defining the Data for a Custom Report

Defining Bars in a Report 4-31

CentreVu

CMS Custom Reports

Step 5: Define the Bar Scale 4

Enter an x to select an option in the Scale list.

●

Scale with tick marks

The scale appears in the report as a line, segmented by evenly spaced marks (see Figure 4-8

). For a vertical scale, a tick mark appears for each vertical character space. For a horizontal scale, a tick mark appears at every fifth horizontal character space.

●

Scale without tick marks

The scale automatically appear s in the report as a line para llel to the bar (see Figure 4-8

). The line will be a fixed length equal to the maximum length of the bar. In this way, t he end of the sc ale always r epres ents the maximum graph value you define.

●

No scale

The bar does not have a scale (see Figure 4-8

). You may want this option if the scale defined for another bar appli es to the bar you are currently defining. For example, i n Fi gure 4-8

, the scale for the ACD

Calls bar could apply to the Abandons bar. A scale defined for one bar appear s in correct relati on to oth er bars on ly

if the following are true:

— All bars are parallel, have the same maximum length, and have the

same starting points. — All bars have the same maximum graph value. — All bars display the same units (number of calls, averages,

percentages, number of seconds, and so on).

Note

Do not enter any text or fields in the column immediately to the

left of a vertical bar . And, do not enter any t ext or fields i n the row immediately above a horizontal bar.

Defining the Data for a Custom Report

Defining Bars in a Report 4-32

CentreVu

CMS Custom Reports

Tick Mark

Scale With Tick Marks

04/19/95 00:30 AM CentreVu(TM) CMS Windows: 2 of 5 ^

Custom Reports: Historical: split status

Scale Without Tick Marks

Bar With No Scale

% Within

Service Level

ACD Calls

Abandons

Row 1 Col 1

Figure 4-8: Bars — With and Without Scales

Defining the Data for a Custom Report

Defining Bars in a Report 4-33

CentreVu

CMS Custom Reports

Step 6: Define the Maximum Graph Value 4

First threshold

Enter an x in the Maximum Graph Value list to select either a fixed or variable maximum graph value. The maximum graph value is the value that the bar represents when the bar is at its maximum length or height (see

Figure 4-9

). The value must always be a whole number or decimal.

If you select Fixed, you must also enter, in the accompanyi ng field, the value the bar should represent when the bar is at its maximum length or height.

If you select Variable name, you must also enter, in the accompanying field, a variable name that references a repor t input field. Thus, selecting Variable name allows the user to enter a maximum graph value for the bar when ordering the report. The variable name you enter must be identical to a variable name defined in the Define Input window.

Maximum graph value

04/19/95 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^

Custom Reports: Historical: split status

..............................................

Second threshold

..............................................

Row 1 Col 1

Normal.

(Bar is dim intensity or green.)

Caution.

(Bar is bright intensity or yellow.)

Warning.

(Bar is blinking dim/bright intensity or red.)

Figure 4-9: Bar Graph Thresholds

Defining the Data for a Custom Report

Defining Bars in a Report 4-34

CentreVu

CMS Custom Reports

Step 7: Define the First Threshold 4

Step 8: Define the Second Threshold 4

Enter an x in the First threshold list to select a fixed threshold, variable threshold, or no threshold. The first threshold identifies the point at

or above which the bar changes color — normally to indicate a caution condition (see Figure 4-9 the two thresholds. The value must always be a whole number or decimal.

If you select None, the bar does not have a first threshold at which the bar changes color.

If you select Fixed, you must also enter, in the accompanying field, the value at or above which the bar changes color.

If you select Variable name, you must also enter, in the accompanying field, a variable name. The variable name, which references a report input field, allows the user to en ter a first threshold val ue for the bar when or dering the report. The variable name you enter must be identical to the variable name you assign to a report input field (see “Defining Fields for the Report

Input Window” in this chapter).

Enter an x in the Second threshold list to select a fixed threshold, variable threshold, or no threshold. The second threshol d identifies the point at or above which the bar changes color — normally to indicate a warning condition (see Figure 4-9 value of the two thresholds. The value must always be a whole number or decimal.

). The first threshold should have the lower val ue of

). The second threshold should have the higher

If you select None, the bar does not have a second threshold at which the bar changes color.

If you select Fixed, you must also enter, in the accompanying field, the value at or above which the bar changes color.

If you select Variable name, you must also enter a variable name in the accompanying field. The variable name, which ref erences a report input field, allows the user to enter a maximum graph value for the bar when ordering the report. The variable name you enter must be identical to the variable name you assign to a report input field (see the “Defining Fields for the

Report Input Window” section in this chapter).

Defining the Data for a Custom Report

Defining Bars in a Report 4-35

CentreVu

CMS Custom Reports

Step 9: Select Normal or Reversed Thresholds 4

First threshold

Enter a y or n to select reversed threshold colors or normal threshold colors. n means the bar changes to a caut ion color at the first t hreshold and change to a warning color at the second threshold.

Enter y if you want to reverse the meanings of the thresholds. With meanings reversed, the bar is a normal color when it is above the second threshold. The bar changes to a caution color when the bar is at or below the second threshold but is above the first threshold. The bar changes to a warning color when the bar is at or below the first threshol d.

Reversed colors would be appropriate for a bar that represents the percentage of calls answered within servi ce level (see Figure 4-10

). In this case, you would want the bar to be a normal color when the percentage is high, a caution color when the percentage goes down, and a warning color when the percentage is very low.

Maximum graph value

04/19/95 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^

Second threshold

Custom Reports: Historical: split status

..............................................

Row 1 Col 1

Normal.

(Bar is dim intensity or green.)

Caution.

(Bar is bright intensity or yellow.)

Warning.

(Bar is blinking dim/bright intensity or red.)

Figure 4-10: Reversed Bar Graph Thresholds

Defining the Data for a Custom Report

Defining Bars in a Report 4-36

CentreVu

CMS Custom Reports

Step 10: Save the Bar Definition 4

Select the Save action list option. →

The Bar window disappears,

Successful

and the Screen Painter status line to indicate the bar definition has been added.

To define additional bars, repeat steps 1 through 10.

Note

You must assign a Row Search ID to the bar before your field definition is complete. When you do, the question mark (?) changes

to that ID number. See the “Defining the Rows of Data for a Report section in this chapter.

If a bar will be a repeated bar (as defined with the Row Search window), you cannot define any other bars in the direction that the bar will repeat. That is, if the bar will be repeated vertically, no other bars (or text or fields) can appear dire ctly below the bar. If the bar will be repeated horizontally, no other bars (or text or fields) can appear directly to the right of the bar.

appears in

”

Changing a Bar Definition 4

1. On the Screen Painter, place the

cursor on the bar you want to change, and select Bar.

2. If desired, move the cursor usi ng the arrow keys to either make the bar bigger or smaller, and press

Return

.

3. Overtype any data in fields you want to change, and select

Save.

The cursor returns to the bar

→

and rests on the lower right corner of the bar. The following message appears on the Screen Painter st atus line:

Move cursor to define opposite corner of bar and press RETURN.

→ The Bar window appears.

The Bar window disappears,

→

Successful

appears in the Screen Painter status line, and the cursor returns to the bar you just changed.

Defining the Data for a Custom Report

Defining the Rows of Data for a Report 4-37

CentreVu

CMS Custom Reports

Defining the Rows of Data for a Report 4

To complete the definition of a report’s fiel ds/bars, you must define the rows of the table(s) that supply data to the fields/bars. To do this, you must:

●

Using the Row Search window (Figure 4-11), define the criteria needed to find the appropriate rows of data. Each set of criteria is stored by row search ID.

●

Assign the row search ID(s) to the appropriate fields/bars.

Row search criteria are valu es fo r eit her da tabase items or calculations. In most cases, your criteria will specify variable names rather than specific values for the database items or calculations. These variable names allow

CentreVu

row search criteria. From the rows

retrieved for the report f ields. See “How CentreV u CMS Stores and Retrieves

Data” in Chapter 1 for a description of this process.

CMS to use the values entered in the Report Input window in its

CentreVu

CMS finds, report data is

Step 1: Access the Row Search Window 4

Note

The task of defining the rows of dat a for report fields/bars is described in the following pages.

On the Screen Painter , select the Row search action list option.

If you copy the design of an existing report, the row search criteria and input fields (as defined in the Define Input window) are copied. If you then delete or change a variable name in the Row Search window, you must delete or change that variable name in the Define Input window.

The Row Search window

→

appears.

Commands

Defining the Data for a Custom Report

Defining the Rows of Data for a Report 4-38

CentreVu

CMS Custom Reports

Step 2: List the Report Input Variables 4

Figure 4-11: The Row Search Window

2a. Select the List inputs action

list option to see the variable names previously defined on the Define Input window.

2b. Print the window’s contents via

the SLK and Print window option.

2c. Press to return to the Row

Search window.

Note

Exit

If you defined report input fields in the Define Input window (or you copied a report design that has report input fields), your row search criteria use the variable names for those input fields.

Conversely, to use a variable name in your row search criteria, an input field with that variable name must first be defi ned in the Define Input window.

The List Inputs window

→

appears.

The List Inputs window

→

disappears and the cursor returns to the Row Search window.

Defining the Data for a Custom Report

Defining the Rows of Data for a Report 4-39

CentreVu

CMS Custom Reports

Step 3: Select a Row Search ID 4

Enter a number from 0 to 9 in the Row search ID field. The ID identifies the set (or one of the sets) of row search conditions you are using in the report. Thus, for a single report , you can use ten different sets of condit ions to select rows of data.

You can create a new set of conditions from scratch or use Find one wi th the Next/Previous actions to view and/or change an existing set of conditions. (If you have already assi gned row search conditi ons to a field/ba r on the Screen Painter, the row search ID appears as the fi rst character in tha t field/bar .)

Note

If you are going to use multiple tables, at least one “join” clause must appear in the Row Search ID assigned to the field.

A “join” clause makes the val ues that same in both tables. Therefore, the data extracted fr om the rows in both tables is related.

A “join” clause has the following format:

tablename1.item1 = tablename2.item1

where item1 is a database item that the tables have in common. Note that there are different types of “join” clauses.

CentreVu

CMS searches on the

Step 4: Select Tables 4

See Chapter 6, “Advanced Report Design,” and your documentation for more information on “join” clauses.

In the From table(s) fiel d, enter the name(s) of the table(s) whose rows supply data. Use a comma to separate multiple table names.

Example:

From table(s): hagent,dagent________

If you are going to assign this row search ID to a particular report field/bar, the name(s) in the From table(s) field must include the table name(s) that you assigned to the report field.

Note

If a report field merges data from two tables, you must include both table names in this field. See “Selecting Rows from More Than One

Table” in Chapter 6 of this manual.

INFORMIX

Defining the Data for a Custom Report

Defining the Rows of Data for a Report 4-40

The

CentreVu

CMS database table names are in the following tables.

CentreVu

CMS Custom Reports

Table 4-6: Real-Time Table Names

Name Data Stored

csplit Split/Skill data for the cur rent interval. psplit Spl it/Skill data for the previous interval. cagent Agent data fro the current interval. pagent Agent data for the previous interval. ctkgrp Trunk group data for the current interval. ptkgrp Trunk group data for the previous interval. ctrunk Trunk da ta for the current interval. ptrunk Trunk data for the previous interval. cvector Vector data for the current interval. pvector Vector data for the previous interval. cvdn VDN data for the current interval. pvdn VDN data for the previous interval. ccwc Call Work Code (CWC) data for the current interval. pcwc CWC data for the previous interval.

Table 4-7: Historical Table Names

Name Data Stored

hsplit Spl it/Skill data for each intrahour interval. dsplit Spl it/Skill data summarized by day. wsplit Split/Skill data summarized by week. msplit Split/Skill data summarized by month. hagent Agent data for each intrahour interval. dagent Agent data summarized by day. wagent Agent data summarized by week. magent Agent data summarized by month ag_actv Agent trace. haglog Agent login/logout. htkgrp Trunk group data for each intrahour interval.

Defining the Data for a Custom Report

Defining the Rows of Data for a Report 4-41

CentreVu

CMS Custom Reports

Table 4-7: Historical Table Names —

Continued

Name Data Stored

dtkgrp Trunk group data summarized by day. wtkgrp Trunk group data summarized by week. mtkgrp Trunk group data summarized by month. htrunk Trunk data for intrahour interval. dtrunk Trunk data summarized by day. wtrunk Trunk data summarized by week. mtrunk Trunk data summarized by month. hvector Vector data for each intrahour interval. dvector Vector data summarized by day. wvector Vector data summarized by week. mvector Vector data summarized by month. hvdn VDN data for each intrahour interval. dvdn VDN data summarized by day. wvdn VDN data summarized by week. mvdn VDN data summarized by month. hcwc CWC data for each intrahour interval. dcwc CWC data summarized by day. wcwc CWC data summarized by week. mcwc CWC data summarized by month. call_rec Call record data. agex Agent exceptions. spex Split exceptions tgex Trunk group exceptions. vecex Vect or exceptions. vdnex VDN exceptions. linkex Link down exceptions. mctex Malicious call trace excepti ons. f_cday Forecast current day configuration data by split/skill. f_cdayrep Current day forecast data by split/skill.

See Appendix A, "Database Items and Calculations" these tables and the database items they contain.

, for a description of

Defining the Data for a Custom Report

Defining the Rows of Data for a Report 4-42

CentreVu

CMS Custom Reports

Step 5: Select Rows in the Table(s) 4

Basic “Where”

In the Select rows where: field, enter a selection criteria statement to

CentreVu

tell

CMS how to select data from the table. The statement sp ecifies

value(s) for one or more database items or calculations.

Note

To ensure a reasonable run time for your report, the database items you specify in the Select rows where: field should include index items. For a historical report, you should especially include a “where” clause with the ROW_DATE database item. If your row search is based on items that are not indexes, your report may take a very long time to run. To check that your row search items are indexes, see the appropriate table listi ng in Appendix A, "Database Items and

Calculations".

Note

Your row search criteria must always include the selection of an ACD. See “Where” Clause for Selecting Rows from an ACD

” later in

this section.

A basic clause has the following format:

Clause

4

Expression Relational Operator Value

The Expression can be a database item or calculation. The Value is a

whole number. Relational operators available for a “where” clause are as follows:

= equal to < > or != not equal to > greater than >= greater than or equal to < less than <= less than or equal to

Note

Do not try to enter calculation names. They do not work in the

Select rows where field.

Note

Remember — standard database items consist of upper-case letters

only.

AT&T Definity Enterprise R 8-2 CMS Custom Reports

Specifications and Main Features

Frequently Asked Questions

User Manual

Table of Contents

Preface

General Information P-1

Audience 0

Introduction 0

Organization and Use of This Document P-2

Organizatio n of Document 0

Use of Document 0

Conventions Used in This Document P-5

Terminology P-6

Related Documents P-8

Other Useful Publications 0

Introduction to CentreVu CMS Custom Reports

General Information 1-1

Custom Reports and the Screen Painter 1-2

What Is a Custom Report? 1

The Screen Painter 1

Tasks to Create a Custom Report 1-4

Reports That Cannot Be Customized 1-6

Database Items Not in Standard Reports 1-7

General Information 2-1

2 Getting Started

Step 1: Acces s the Report Select Window2

Step 2: Assign a Name to the Report 2

Step 4: Define the User ID 2

Step 5: Define Access to the Report 2

Step 7: Save the Report Name 2

Deleting a Custom Report 2-9

Accessing the Screen Painter 3-1

3 Using Screen Painter Editing Tools

Special Properties of the Screen Painter 3

Copying an Existing Report Design 3-4

Step 1: Acces s the Get Copy Window 3

Step 2: Enter a Report Name 3

Step 3: En ter a User ID 3

Step 4: Select a Report Type 3

Step 5: Verify the Report 3

Step 6: Copy the Report 3

Editing a Report with Blocks 3-8

Erasing a Block 3

Moving a Block 3

Entering Report Text 3-13

Copying a Block 3

Saving Your Work 3-14

Defining Fields for the Report Input Window 4-1

4 Defining the Data for a Custom Report

Step 1: Acces s the Define Input Window 4

Step 2: Define the Variable Name 4

Step 3: Enter a Field Prompt 4

Step 4: Define the Number of Field Columns and Rows 4

Step 5: Define the Field as Single Value or Range/List 4

Step 6: Provide a Default Value for the Field 4

Step 7: Select a Field T ype 4

Step 8: Associate an ACD with the Variable Field 4

Step 9: Save a Variable Input Field 4

Defining the Order in Which Input Fields Appear 4

Defining Report Fields 4-11

Changing Report Input Fields 4

Step 1: Define the Position and Length of a Field 4

Step 3: Define the T able(s) for Calculation Names 4

Step 4: Justify Data in the Field 4

Step 5: Define the Field Format 4

Defining Bars in a Report 4-27

Step 6: Save the Field Definition 4

Changing a Field Definition 4

Step 1: Define the Position and Length of a Bar 4

Step 3: Define the T able(s) for Calculation Names 4

Step 4: Define the Bar Direction 4

Step 5: Define the Bar Scale 4

Step 6: Define the Maximum Graph Value 4

Step 7: Define the First Threshold 4

Step 8: Define the Second Threshold 4

Step 9: Select Normal or Reversed Thresholds 4

Step 10: Save the Bar Definition 4

Changing a Bar Definition 4

Defining the Rows of Data for a Report 4-37