585-215-822
Comcode 108501867
Issue 2
December 1996
Copyright 1996, 1999 Lucent Technologies
All Rights Reserved
Printed in U.S.A.
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.
Trademarks
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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telephone number is 1-800-242-2121. For technical support, customers
outside the United States should call their Lucent Technologies Representative or Distributor.
European Union Declaration of Conformity
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 Directive89/336/EEC
Low Voltage Directive73/23/EEC
Heritage Statement
Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds, and delivers a wide range of public and private
networks, communication syst ems and software, consumer and business telephone systems, and micro electronics components. The
world-renowned Bell Laboratories is the research and development
arm for the compan y.
Comments
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
.
Ordering Information
Call:Lucent Technologies Publications Center
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
CentreVu
CentreVu
CMS, and secondarily for administrators (such as
Call Management System (
(585-215-822) document was
CMS administrator who has access to all
CentreVu
CentreVu
CMS.
Preface
Organization and Use of This DocumentP-2
CentreVu
CMS R3V5 Custom Reports
Organization and Use of This Document0
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 Document0
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 DocumentP-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 DocumentP-4
CentreVu
CMS R3V5 Custom Reports
Use of
Document0
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
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 DocumentP-5
CentreVu
CMS R3V5 Custom Reports
Conventions Used in This Document0
The following conventions are used consistently throughout this
document:
Related document
callouts
Courier fontDesignates a word or phrase quoted directly
Courier bold fontDesignates something you typ e into the system.
“Chapter Names”Are always in quotes.
italic
Includes the document number (if a publication)
and the book title, in italic. For example, ... See
CentreVu
the
(585-215-822) document for more information.
from the
the Report destination: field.
Also designates an
example, the csplit table.
For example, type an x next to Printer, Terminal, or File.
Highlights references to file names and
directories. For example,
™
CentreVu
CMS R3V5 Custom Reports
CMS system. For example,
INFORMIX
*
table name. For
/cms
.
Subsystem References Are always initial capitalized. For example,
Window TitlesAre always initial capitalized.
____________________________________
* INFORMIX is a registered trademark of Informix Software, Inc.
... set access permissions for
users from the User Permissions subsystem.
CentreVu
CMS
Preface
TerminologyP-6
CentreVu
CMS R3V5 Custom Reports
Terminology0
The following terms are used throughout this book. For additional CMS
definitions, please refer to the Glossary.
Current Inter v a lRepresents the current intrahour interval which
can be 15, 30, or 60 minutes. The current interval
is part of the real-time database.
Daily DataInterval data that has been converted to a 1-day
summary.
Exception ReportsDisplay occurrences of unusual call-handling
events.
Historical DatabaseCon 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 ReportsDisplay past ACD data for var ious agent, s plit /skill,
trunk, trunk group, vector, or VDN activities.
Monthly DataDai ly data that has been converted to a monthly
summary.
Multiuser Mod eAny administered CMS user can log into CMS.
Data continues to be collected if data col lection is
“on.”
Previous IntervalOne 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 aseCurrent and previous intrahour data on each CMS-
measured agent, split/skill, trunk, trunk group,
vector, and Vector Directory Number (VDN).
Real-Time Re portsDisplay current Automatic Call Distribution (ACD)
activity on agents, splits /skills, trunks, trunk
groups, vectors, and VDNs.
Preface
TerminologyP-7
CentreVu
CMS R3V5 Custom Reports
Single-User ModeOnly 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.
SubsystemEach CMS Main Menu selection (for example,
Reports, Dictionary, System Setup, Exceptions,
along with Timetable and Shortcut, are referred to
as subsystems.)
Weekly DataDaily data that has been converted to a weekly
summary.
Preface
Related DocumentsP-8
CentreVu
CMS R3V5 Custom Reports
Related Documents0
CentreVu
CMS
Publications0
There are many documents that can help you use the
Centre V u
CMS software
to its maximum capability. The mos t important ones are listed below.
The following documents, relevant to
CentreVu
CMS, have also been
published.
●
CentreVu Call Management System Release 3 Version 5
Administration (
●
CentreVu Call Management System Release 3 Version 5 Real-Time
and Historical Reports (
●
CentreVu Call Management System Release 3 Version 5 Change
Description (
●
CentreVu Call Management System Release 3 Version 5 External Call
History Interface (
●
CentreVu Call Management System Release 3 Version 5 Forecast
585-215-825)
(
●
CentreVu Call Management System Release 3 Version 5 Upgrades
and Migration (
●
CentreVu Call Management System Release 3 Version 5 Sun*
SPARCserver
585-215-827)
(
●
CentreVu Call Management System Release 3 Version 5 Sun
585-215-820)
585-215-821)
585-215-823)
585-215-824)
585-215-826)
†
Computers Installation and Maintenance
SPARCserver Computers Connectivity Diagram
585-215-828)
(
●
CentreVu Supervisor Version 5 User Guide (
●
CentreVu Supervisor Version 5 Installation and Getting Started
585-215-830)
(
●
CentreVu Supervisor Version 5 Report Designer (
●
CentreVu Supervisor and Report Designer V ersion 5 Change
Description (
●
CentreVu CMS R3V8 Database Items and Calculations
585-215-832)
585-215-829)
585-215-831)
(585-210-939).
*Sun is a registered trademark of Sun Microsystems, Inc.
†SPARCserver is a trademark of Sun Microsystems, Inc.
Preface
Related DocumentsP-9
CentreVu
CMS R3V5 Custom Reports
Other Useful
Publications0
At times you may need to reference other documents. You need to know
where the documentation that was sent with the following is kept:
●
Switch
●
Terminals
●
Printers
●
*
UNIX
/Solaris† system.
*UNIX is a registered trademark of Novell, Inc.
†Solaris is a registered trademark of Sun Micros ystems, Inc.
Preface
Related DocumentsP-10
CentreVu
CMS R3V5 Custom Reports
Introduction to CentreVu CMS Custom Reports
General Information1-1
CentreVu
CMS Custom Reports
1Introduction to
CentreVu
CMS Custom
Reports
General Information1
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 Painter1-2
CentreVu
CMS Custom Reports
Custom Reports and the Screen Painter1
What Is a
Custom
Report?1
The Screen
Painter1
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 Painter1-3
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 Report1-4
CentreVu
CMS Custom Reports
Tasks to Create a Custom Report1
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 Report1-5
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 Customized1-6
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 Customized1
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 Reports1-7
CentreVu
CMS Custom Reports
Database Items Not in Standard Reports1
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
How
CentreVu
CentreVu
CMS Stores
Data1
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 Data1
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.
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 Data1-9
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.)
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 Data1-10
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
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 Data1-11
CentreVu
CMS Custom Reports
How
CentreVu
CMS Retrieves
Data1
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:StateCallsTimeTalk Time
CurrentACDACDAverage
:
vvvvvvvvvvvvvvvvv: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.
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
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
CentreVu
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
IntervalCallsAbandons
vvvvvvvvvvvvvvv
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.
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
IntervalCallsAbandons
8:00am39936
9:00am40046
10:00am39440
11:00am41841
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 Data1-18
CentreVu
CMS Custom Reports
Getting Started
General Information2-1
CentreVu
CMS Custom Reports
2Getting Started
General Information2
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 Type2-2
CentreVu
CMS Custom Reports
Defining a Report’s Name, Access, and Type2
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 Type2-3
CentreVu
CMS Custom Reports
Step 2: Assign
a Name to the
Report2
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 Type2-4
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.
Description2
Getting Started
Defining a Report’s Name, Access, and Type2-5
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 ID2
Step 5: Define
Access to the
Report2
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 Type2-6
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
Historical2
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 Type2-7
CentreVu
CMS Custom Reports
Step 7: Save
the Report
Name2
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 Description2-8
CentreVu
CMS Custom Reports
Changing a Report’s Access or Description2
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
Return
Getting Started
Deleting a Custom Report2-9
CentreVu
CMS Custom Reports
Deleting a Custom Report2
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 Report2-10
CentreVu
CMS Custom Reports
Using Screen Painter Editing Tools
Accessing the Screen Painter3-1
CentreVu
CMS Custom Reports
3Using Screen Painter Editing Tools
Accessing the Screen Painter3
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 Painter3-2
CentreVu
CMS Custom Reports
Special
Properties of
the Screen
Painter3
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
Ctrlf
Ctrlb
Ctrld
Ctrlu
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 Painter3-3
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 Design3-4
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:
Windows3
Ctrle
Ctrlx
Ctrly
Ctrlz
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 Design3
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 Design3-5
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
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 Design3-6
CentreVu
CMS Custom Reports
Step 1: Acces s
the Get Copy
Window3
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 Name3
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 Design3-7
CentreVu
CMS Custom Reports
Step 3: En ter a
User ID3
Step 4: Select
a Report Type 3
Step 5: Verify
the Report3
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
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 Report3
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 Blocks3-8
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 Blocks3
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 Blocks3-9
CentreVu
CMS Custom Reports
Erasing a
Block3
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.
Ctrlc
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 Blocks3-10
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
Block3
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.
Ctrlc
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 Blocks3-11
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 Blocks3-12
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 Text3-13
CentreVu
CMS Custom Reports
Copying a
Block3
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
Ctrlc
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 Text3
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 Work3-14
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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 Work3
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 Window4-1
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CMS Custom Reports
4Defining the Data for a Custom Report
Defining Fields for the Report Input Window4
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
Defining Fields for the Report Input Window4-2
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CMS Custom Reports
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
Name4
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 Window4-3
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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.
Defining the Data for a Custom Report
Defining Fields for the Report Input Window4-4
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CMS Custom Reports
Step 3: Enter a
Field Prompt4
Step 4: Define
the Number of
Field Columns
and Rows4
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/List4
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.
Defining the Data for a Custom Report
Defining Fields for the Report Input Window4-5
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CMS Custom Reports
Step 6:
Provide a
Default Value
for the Field4
Step 7: Select
a Field T ype4
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.
Defining the Data for a Custom Report
Defining Fields for the Report Input Window4-6
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CMS Custom Reports
Table 4-1: Report Input Field Types
TypeDescription
ACDThe user must enter an ACD number or name (as defined in the Dictionary
subsystem).
Agent groupThe user must enter an agent group name (as defined in the Dictionary subsystem).
Agent stateThe 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 preferenceThe user must enter an agent call handling preference number or name.
AUX reasonThe user must enter an AUX reason code name or number (as defined in the
Dictionary subsystem).
Call Work CodeThe user must enter a call work code name or number.
DateThe user must enter a date in mm/dd/yy format or as a relative number (for example,
-7 for 7 days ago).
ExtensionThe 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 IDThe 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 reasonThe user must enter a Logout reason code number or name (as defined in the
Dictionary subsystem).
NumberThe 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/SkillThe user must enter a split/skill number or name.
StringThe 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 groupThe 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.
Defining the Data for a Custom Report
Defining Fields for the Report Input Window4-7
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CMS Custom Reports
Table 4-1: Report Input Field Types —
Continued
TypeDescription
Trunk stateThe 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.
VDNThe 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).
VectorThe 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 Window4-8
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 Variablename list item.
Defining the Data for a Custom Report
Defining Fields for the Report Input Window4-9
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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
Field4
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 ,
CtrlZ
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.
Defining the Data for a Custom Report
Defining Fields for the Report Input Window4-10
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CMS Custom Reports
Defining the
Order in Which
Input Fields
Appear4
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
Defining the Data for a Custom Report
Defining Report Fields4-11
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CMS Custom Reports
Changing
Report Input
Fields4
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 Fields4
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 Fields4-12
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CMS Custom Reports
What the x’s,
v’s, and h’s
Mean in a
Field4
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 Fields4-13
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CMS Custom Reports
Step 1: Define
the Position
and Length of
a Field4
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 Fields4-14
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CMS Custom Reports
Step 2: Define
the Field’s
Data
Expression4
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:
<table name>.<database item>
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).
Defining the Data for a Custom Report
Defining Report Fields4-15
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CMS Custom Reports
Constants4
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
Defining Report Fields4-16
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CMS Custom Reports
Calculations4
A calculation is a combination of database items and arithmetic operators.
You can also include constants in a calculation. The arithmetic operators are:
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.
CentreVu
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
Defining Report Fields4-17
CentreVu
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:
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.
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 Fields4-18
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).
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 Fields4-20
●
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 Fields4-21
CentreVu
CMS Custom Reports
Step 3: Define
the T able(s) for
Calculation
Names4
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
Field4
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 Fields4-22
CentreVu
CMS Custom Reports
Step 5: Define
the Field
Format4
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:
NumberSelect 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.
DateSelect 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 Fields4-23
CentreVu
CMS Custom Reports
StringSel 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.
SynonymSelect 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 Fields4-24
CentreVu
CMS Custom Reports
Table 4-3: Synonym Types for Report Fields
Report FieldTypeDatabase Item
ACD Entitiesacd
agname
tkgrp
split
a
vdn
vector
a
aux_rsn
logout_rsn
cwc
Agent Statesworkmode
ag_orig
d
ag_dir
ag_dest
ag_pref
Trunk Statestkstate
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 Statesslvl_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 Fields4-25
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
ssDisplay 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.
mmDisplay 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.
hhDisplay 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:ssDisplay 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:mmDisplay 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:ssDisplay 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 Fields4-26
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
HHThe hour only, in military ti me (24-hour
clock). For example, 15 equals 3:00 p.m.
hhThe 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).
mmThe number of minutes after the hour only .
ssThe 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 Report4-27
CentreVu
CMS Custom Reports
Step 6: Save
the Field
Definition4
Changing a
Field
Definition4
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 Report4
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 Report4-28
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, orH'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
CentreVu
CMS finds multiple
in the report. The bar
CMS finds multiple
” section in
Step 1: Define
the Position
and Length of
a Bar4
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 Report4-29
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 Report4-30
CentreVu
CMS Custom Reports
Step 2: Define
the Bar’s Data
Expression4
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
Names4
Step 4: Define
the Bar
Direction4
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 Report4-31
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 Report4-32
CentreVu
CMS Custom Reports
Tick
Mark
Scale With
Tick Marks
04/19/95 00:30 AMCentreVu(TM) CMSWindows: 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 Report4-33
CentreVu
CMS Custom Reports
Step 6: Define
the Maximum
Graph Value4
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
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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 Report4-34
CentreVu
CMS Custom Reports
Step 7: Define
the First
Threshold4
Step 8: Define
the Second
Threshold4
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 Report4-35
CentreVu
CMS Custom Reports
Step 9: Select
Normal or
Reversed
Thresholds4
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 AMCentreVu(TM) CMSWindows: 1 of 5 ^
Second threshold
Custom Reports: Historical: split status
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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 Report4-36
CentreVu
CMS Custom Reports
Step 10: Save
the Bar
Definition4
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
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 Report4-37
CentreVu
CMS Custom Reports
Defining the Rows of Data for a Report4
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
Window4
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 Report4-38
CentreVu
CMS Custom Reports
Step 2: List the
Report Input
Variables4
Figure 4-11: The Row Search Window
2a. Select theList 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 Report4-39
CentreVu
CMS Custom Reports
Step 3: Select
a Row Search
ID4
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
Tables4
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 Report4-40
The
CentreVu
CMS database table names are in the following tables.
CentreVu
CMS Custom Reports
Table 4-6: Real-Time Table Names
NameData Stored
csplitSplit/Skill data for the cur rent interval.
psplitSpl it/Skill data for the previous interval.
cagentAgent data fro the current interval.
pagentAgent data for the previous interval.
ctkgrpTrunk group data for the current interval.
ptkgrpTrunk group data for the previous interval.
ctrunkTrunk da ta for the current interval.
ptrunkTrunk data for the previous interval.
cvectorVector data for the current interval.
pvectorVector data for the previous interval.
cvdnVDN data for the current interval.
pvdnVDN data for the previous interval.
ccwcCall Work Code (CWC) data for the current interval.
pcwcCWC data for the previous interval.
Table 4-7: Historical Table Names
NameData Stored
hsplitSpl it/Skill data for each intrahour interval.
dsplitSpl it/Skill data summarized by day.
wsplitSplit/Skill data summarized by week.
msplitSplit/Skill data summarized by month.
hagentAgent data for each intrahour interval.
dagentAgent data summarized by day.
wagentAgent data summarized by week.
magentAgent data summarized by month
ag_actvAgent trace.
haglogAgent login/logout.
htkgrpTrunk group data for each intrahour interval.
Defining the Data for a Custom Report
Defining the Rows of Data for a Report4-41
CentreVu
CMS Custom Reports
Table 4-7: Historical Table Names —
Continued
NameData Stored
dtkgrpTrunk group data summarized by day.
wtkgrpTrunk group data summarized by week.
mtkgrpTrunk group data summarized by month.
htrunkTrunk data for intrahour interval.
dtrunkTrunk data summarized by day.
wtrunkTrunk data summarized by week.
mtrunkTrunk data summarized by month.
hvectorVector data for each intrahour interval.
dvectorVector data summarized by day.
wvectorVector data summarized by week.
mvectorVector data summarized by month.
hvdnVDN data for each intrahour interval.
dvdnVDN data summarized by day.
wvdnVDN data summarized by week.
mvdnVDN data summarized by month.
hcwcCWC data for each intrahour interval.
dcwcCWC data summarized by day.
wcwcCWC data summarized by week.
mcwcCWC data summarized by month.
call_recCall record data.
agexAgent exceptions.
spexSplit exceptions
tgexTrunk group exceptions.
vecexVect or exceptions.
vdnexVDN exceptions.
linkexLink down exceptions.
mctexMalicious call trace excepti ons.
f_cdayForecast current day configuration data by split/skill.
f_cdayrepCurrent 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 Report4-42
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.
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