Lucent Technologies CentreVu Version 8 Report Designer, CentreVu Report Designer User Manual

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CentreVu

Version 8 User Guide



Report Designer

585-210-930 Comcode 108502196 Issue 1 December 1999

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. Howev er, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of yo u r te lecommunications system by

an unauthori zed party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there ma y be a risk of toll fraud associated wit h your telecommunication s system and, if toll fraud occur s, 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 configuring your equipm ent to prevent unauthorized use. The system ma na ger is also responsible for reading al l installation, instruction, and system admi nist ra tion documents provided with this product in order to full y understand the features tha t c an int roduce 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 from or will prevent unauthoriz ed use of common-carrier tele communication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges th at resul t fr om such unauthorized use.

Part 15: Personal Computer Statement. This equipment has been certified to comply with the limits f or a Class B comput ing dev ice, p ursuan t to Subpart J of Part 15 of FCC Rules. Only pe rip herals (computing input/ output devices, term inal s, print ers, e tc. ) certi fied to co mply with the Cl ass B limits may be attached to this computer. Operation with noncertified peripheral s is likely to res ult in interference to radio and televi s io n reception.

Part 68: Answer-Supervision Signaling. Allowing this equi p ment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. Th is equipment returns answersupervision signals to the public switche d network when:

• Answered by the called station

• Answered by the attendan t

• Routed to a recorded announcement that can be administered by the CPE user

This equipment returns an sw er-supervision signals on all DID calls forwarded back to the public switched telephone network. Permissible exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Canadian Department of Communications (DOC) Interference Information

This digital apparatus does not exce ed the Class A limits for radio noise emissions set out in the radio interfere nc e regulations of the Canadian Department of Communi cations.

Lucent Technologies Fraud Intervention

If you suspect that you are being vi ct imized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353.

Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to

comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful in ter feren ce when the equi pmen t is opera ted in a comme rcial environment. This equipment gene rat es, uses, and can radiate radio frequency energy and, i f not installed and used in accordance with the instruction manual, may ca use harmful interference to radi o communications. Operation of this eq ui pment in a residential area is li ke ly t o cause harmful interfer ence, in which ca se the u ser will be requ ired to corre ct t he interference at his own expense.

Part 15: Class B Statement. This equipment has been tested and found to comply with the limits for a Class B di git a l de vi ce, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can ra diate radio-frequency energy an d, if not installed and used in accordance with the instr u ctions, may cause har mful interfere nc e t o ra di o co mmu ni cati on s. H ow ever, the re is no g uar ant ee t ha t interferen ce will not occur in a particul ar installation . I f this equipment does cause harmful interference to radio or television reception, which can be determined by turnin g the equi pment of f and on , the use r is encou raged to try to corre ct the interfe rence b y one or mo re of th e fol lowing measure s:

• Reorient th e r eceiving television or rad io antenna wher e this may be done safely.

• T o the extent possible, re lo cate the receiver wit h resp ect to the telephone equipment.

• Where the telephone equipment requires ac pow er, plug the telephone into a different a c out le t so tha t th e te le phone equipment and receiver ar e on di ffer ent branch circuits.

Le Présent Appareil Noméri que n’émet pas de bruits radioé le ctriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement su r le brouillage radioélectrique édi cté par le ministére des Communications du Canad a.

Trademarks

●

DEFINITY is a registered trademark of Lucent Technologies.

●

CentreVu is a registered tr ademark of L ucent Technologies.

●

CONVERSANT is a registered trademark of Lucent Technologies.

●

Informix is a registered trademark of Informix Software, Inc.

●

Intel is a registered trademark of Intel.

●

Microsoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and Access are registered trademarks of Microsoft Corporation.

●

OpenLink is a trademark of OpenLink Software.

●

Crystal Reports is a trademark of SeaGate Software.

●

Solaris is a trademark of Sun Microsystems, Inc.

●

SPARC trademarks, including the SCD compliant logo, are trademarks or registered trademarks of SPARC International, Inc. SPARCstation, SPARCserver, SPARCengine, SPARCworks, and SPARCompiler are licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc.

●

Sun and Sun Microsystems are trademarks or registered trademarks of Sun Microsystems, Inc.

●

Ultra Enterprise 3000 and Ultra 5 are trademarks of Sun Microsystems, Inc.

●

UNIX is a registered trademark in the United States and other countries, licensed exclusiv ely through X /Open Company Limited.

●

All other products mentioned herein are the trademarks of their respective owners.

Ordering Information Call: Lucent Technologies Publications Center

Voice: 1-800-457-1235 International Voice: 317-322-6416 Fax: 1-800-457-1764 International Fax: 317-322-6699

Write: Lucent Technol ogies BCS Publ ications Center

2855 N. Franklin Road Indianapolis, IN 46219

Order: Document No. 585-210-93 0

Comcode 108502196 Issue 1, December 19 99

You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, bille d to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Luc en t Technologies Publi ca tions Center.

Warranty

Lucent Technologies provides a limited warranty on this product. Refer to

the “Limited use Softwar e Lic ense Agreement” card provi de d w it h your package.

European Union Declaration of Conformity

Lucent Technologies Business Communi cations Systems declares th at XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC

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

Disclaimer

Intellectual property relat e d to t his product (including trademarks) and registered to AT&T Corporation has been transferred to Lucent Technologies Incorporated.

Any references within this te xt to A m erican Telephone and Telegraph Corporation or AT&T should be interpreted as references to Lucent Technologies Incorporated . The exc ep ti on is c ross references to books published prior to December 31, 1996, whic h re ta in the ir original AT&T titles.

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 net works, communication systems and software, consumer and business telephone systems, and microele ct ronics components. The worldrenowned Bell Laborator ie s is the rese arch and development ar m fo r the company.

Comments

To comment o n thi s docu ment, retu rn the co mme nt card at the f ront o f the document.

Acknowledgment

This document was devel oped by Lucent Technologies Global Learning Solutions O rganization.

CentreVu®

Report Designer Version 8 User Guide

iii

CentreVu®

Report Designer

Version 8

User Guide

Table of Contents

1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

About the Report Designer . . . . . . . . . . . . . . . 1-1

About the Report Wizard. . . . . . . . . . . . . . . . 1-3

Contents of This Document. . . . . . . . . . . . . . . 1-4

Conventions Used in This Document . . . . . . . . . . . 1-6

Related Documents . . . . . . . . . . . . . . . . . 1-7

2 Using the Report Wizard. . . . . . . . . . . . . . . . . . . . . . . 2-1

About the Report Wizard. . . . . . . . . . . . . . . . 2-1

How the Report Wizard Works . . . . . . . . . . . . 2-1

Starting the Report Wizard . . . . . . . . . . . . . . . 2-5

Toolbar Button . . . . . . . . . . . . . . . . . 2-5

Report Selector Window . . . . . . . . . . . . . . 2-6

Creating a New Report . . . . . . . . . . . . . . . . 2-7

Selecting a Report Type Page. . . . . . . . . . . . . 2-8

Selecting a Report Layout Page . . . . . . . . . . . . 2-10

Defining a Report Layout Section(s) . . . . . . . . . . 2-13

Selecting the Table Format . . . . . . . . . . . . . 2-21

Changing Input Captions . . . . . . . . . . . . . . 2-26

Saving the Report . . . . . . . . . . . . . . . . 2-27

Finishing the Report. . . . . . . . . . . . . . . . 2-29

3 Using the Report Manager . . . . . . . . . . . . . . . . . . . . . . 3-1

Introduction . . . . . . . . . . . . . . . . . . . . 3-1

About the Report Manager . . . . . . . . . . . . . . . 3-2

Viewing or Changing a Report’s Properties . . . . . . . . . 3-3

Copying a Report to the Designer Category . . . . . . . . . 3-4

Copying a Designer Report to a File . . . . . . . . . . . . 3-7

Copying a Designer Report from a File . . . . . . . . . . . 3-9

Deleting a Report from the Designer Category . . . . . . . . 3-11

Opening the Report Designer Using the Edit or New Button . . . . 3-12

4 Report Designer Basics . . . . . . . . . . . . . . . . . . . . . . . 4-1

Introduction . . . . . . . . . . . . . . . . . . . . 4-1

Starting the Report Designer . . . . . . . . . . . . . . 4-2

Exiting the Report Designer. . . . . . . . . . . . . . . 4-3

Report Designer Menus . . . . . . . . . . . . . . . . 4-4

Menu Bar . . . . . . . . . . . . . . . . . . . 4-4

Other Attributes of the Design Mode Window . . . . . . . 4-10

Online Access to Database Definitions . . . . . . . . . 4-10

Steps Required to Create a New Report. . . . . . . . . . . 4-11

Steps Required to Edit an Existing Report . . . . . . . . . . 4-13

5 Design Mode Basics . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Introduction . . . . . . . . . . . . . . . . . . . . 5-1

Copying an Item and Pasting the Item Into the Same Report . . . . 5-2

CentreVu®

Report Designer Version 8 User Guide

Copying an Item from One Report and Pasting the Item

Into Another Report . . . . . . . . . . . . . . . . . 5-3

Cutting an Item from the Report . . . . . . . . . . . . . 5-4

Deleting an Item from the Report . . . . . . . . . . . . . 5-5

Using Drag-and-Drop to Arrange Items on the Report . . . . . . 5-6

Resizing an Item on the Report . . . . . . . . . . . . . 5-7

Selecting and Moving Multiple Items on the Report . . . . . . . 5-8

Changing the Width of a Column in a Table . . . . . . . . . 5-9

Changing the Column Headings . . . . . . . . . . . . . 5-10

Aligning Fields . . . . . . . . . . . . . . . . . . . 5-11

Scale to Page . . . . . . . . . . . . . . . . . . . 5-12

6 Edit | Inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Introduction . . . . . . . . . . . . . . . . . . . . 6-1

About Report Input Fields . . . . . . . . . . . . . . . 6-2

Adding Input Fields to the Input Window . . . . . . . . . . 6-3

Deleting Input Fields from the Input Window . . . . . . . . . 6-8

Editing the Order of Input Fields . . . . . . . . . . . . . 6-9

Editing the Appearance of Input Fields . . . . . . . . . . . 6-10

Setting Up Inputs for a Multi-ACD Report . . . . . . . . . . 6-12

Viewing the Input Windo w . . . . . . . . . . . . . . . 6-15

7 Edit | Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

Introduction . . . . . . . . . . . . . . . . . . . . 7-1

Defining Queries for a Report . . . . . . . . . . . . . . 7-2

Creating a Real-Time or Historical Query . . . . . . . . . . 7-3

Creating an Integrated Query . . . . . . . . . . . . . . 7-12

Editing an Existing Real-Time or Historical Query . . . . . . . 7-17

Editing an Existing Integrated Query. . . . . . . . . . . . 7-21

Copying a Query . . . . . . . . . . . . . . . . . . 7-25

Deleting a Query . . . . . . . . . . . . . . . . . . 7-26

8 Insert | Chart. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1

Introduction . . . . . . . . . . . . . . . . . . . . 8-1

Inserting a Chart on a Report . . . . . . . . . . . . . . 8-2

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Report Designer Version 8 User Guide

9 Insert | Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

Introduction . . . . . . . . . . . . . . . . . . . . 9-1

Using the Field Assistant “Select a field type” Window . . . . . 9-2

Inserting an ACD Name Field on the Report . . . . . . . . . 9-3

Inserting Data Item Fields on the Report . . . . . . . . . . 9-4

Inserting Input Value Fields on the Report . . . . . . . . . . 9-5

Inserting Report Data Start Time Field on the Report . . . . . . 9-6

Inserting Time Report Run Field on the Report . . . . . . . . 9-7

10 Insert | Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

Introduction . . . . . . . . . . . . . . . . . . . . 10-1

Inserting a T able on the Report . . . . . . . . . . . . . 10-2

11 Insert | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1

Introduction . . . . . . . . . . . . . . . . . . . . 11-1

Inserting Text on the Report . . . . . . . . . . . . . . 11-2

12 Format | Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1

Introduction . . . . . . . . . . . . . . . . . . . . 12-1

Formatting a Chart in a Report . . . . . . . . . . . . . . 12-2

General Tab . . . . . . . . . . . . . . . . . . . . 12-3

General Tab Options. . . . . . . . . . . . . . . . 12-3

Using the General Tab . . . . . . . . . . . . . . . 12-4

Axis Tab . . . . . . . . . . . . . . . . . . . . . 12-5

Axis Tab Options . . . . . . . . . . . . . . . . . 12-5

Using the Axis Tab . . . . . . . . . . . . . . . . 12-7

Data Tab . . . . . . . . . . . . . . . . . . . . . 12-9

Data Tab Options . . . . . . . . . . . . . . . . . 12-9

Using the Data Tab . . . . . . . . . . . . . . . . 12-9

Data Labels T ab. . . . . . . . . . . . . . . . . . . 12-11

Data Labels T ab Options . . . . . . . . . . . . . . 12-11

Using the Data Labels T ab. . . . . . . . . . . . . . 12-12

Fonts Tab . . . . . . . . . . . . . . . . . . . . . 12-13

Fonts Tab Options . . . . . . . . . . . . . . . . 12-13

Using the Fonts Tab . . . . . . . . . . . . . . . . 12-13

Legend Tab . . . . . . . . . . . . . . . . . . . . 12-15

Legend Tab Options . . . . . . . . . . . . . . . . 12-15

Using the Legend Tab . . . . . . . . . . . . . . . 12-16

CentreVu®

Report Designer Version 8 User Guide

Series Labels Tab . . . . . . . . . . . . . . . . . . 12-17

Series Labels Tab Option . . . . . . . . . . . . . . 12-17

Using the Series Labels Tab . . . . . . . . . . . . . 12-17

Title Tab . . . . . . . . . . . . . . . . . . . . . 12-18

Title Tab Options . . . . . . . . . . . . . . . . . 12-18

Using the Title Tab . . . . . . . . . . . . . . . . 12-18

Type Tab . . . . . . . . . . . . . . . . . . . . . 12-20

Type Tab Options. . . . . . . . . . . . . . . . . 12-20

Using the Type Tab . . . . . . . . . . . . . . . . 12-21

3D Effects Tab . . . . . . . . . . . . . . . . . . . 12-22

3D Effects T ab Options . . . . . . . . . . . . . . . 12-22

Using the 3D Effects Tab . . . . . . . . . . . . . . 12-24

13 Format | Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1

Introduction . . . . . . . . . . . . . . . . . . . . 13-1

Formatting a Table in a Report . . . . . . . . . . . . . . 13-2

General Tab . . . . . . . . . . . . . . . . . . . . 13-3

General Tab Options. . . . . . . . . . . . . . . . 13-3

Using the General Tab . . . . . . . . . . . . . . . 13-4

Data Tab . . . . . . . . . . . . . . . . . . . . . 13-5

Data Tab Options . . . . . . . . . . . . . . . . . 13-5

Using the Data Tab . . . . . . . . . . . . . . . . 13-5

Fonts Tab . . . . . . . . . . . . . . . . . . . . . 13-6

Fonts Tab Options . . . . . . . . . . . . . . . . 13-6

Using the Fonts Tab . . . . . . . . . . . . . . . . 13-7

Format Tab . . . . . . . . . . . . . . . . . . . . 13-8

Format Tab Options . . . . . . . . . . . . . . . . 13-8

Using the Format Tab . . . . . . . . . . . . . . . 13-9

Headers Tab . . . . . . . . . . . . . . . . . . . . 13-10

Headers Tab Options . . . . . . . . . . . . . . . 13-10

Using the Headers Tab . . . . . . . . . . . . . . . 13-10

Sort Tab . . . . . . . . . . . . . . . . . . . . . 13-11

Sort Tab Options . . . . . . . . . . . . . . . . . 13-11

Using the Sort Tab . . . . . . . . . . . . . . . . 13-12

Summary Tab . . . . . . . . . . . . . . . . . . . 13-13

Summary Tab Options . . . . . . . . . . . . . . . 13-13

Using the Summary Tab . . . . . . . . . . . . . . 13-14

14 Format | Field . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1

Introduction . . . . . . . . . . . . . . . . . . . . 14-1

Field Format Window Elements . . . . . . . . . . . . . 14-2

Using the Field Format Options Window . . . . . . . . . . 14-4

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Report Designer Version 8 User Guide

vii

15 Format | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1

Introduction . . . . . . . . . . . . . . . . . . . . 15-1

Text Format Options Window Elements. . . . . . . . . . . 15-2

Formatting T e xt on the Report . . . . . . . . . . . . . . 15-3

16 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . 16-1

Introduction . . . . . . . . . . . . . . . . . . . . 16-1

Phase 1 Error Messages . . . . . . . . . . . . . . . . 16-2

Phase 2 Historical Report Error Codes . . . . . . . . . . . 16-5

Phase 2 Real-Time Report Error Codes . . . . . . . . . . . 16-11

17 How

18 SQL Query and CMS Database Table Basics . . . . . . . . . . . . . . 18-1

CentreVu®

Introduction . . . . . . . . . . . . . . . . . . . . 17-1

How How

CMS Stores and Retrieves Data. . . . . . . . . . . . . 17-1

CentreVu CentreVu

CMS Stores Data . . . . . . . . . . . . . 17-2

CMS Retrieves Data . . . . . . . . . . . . 17-5

Introduction . . . . . . . . . . . . . . . . . . . . 18-1

About SQL Queries . . . . . . . . . . . . . . . . . 18-2

Basic WHERE Clause . . . . . . . . . . . . . . . 18-2

WHERE Clause with Variable . . . . . . . . . . . . . 18-3

Multiple WHERE Clauses . . . . . . . . . . . . . . 18-4

WHERE Clause with a Range/List Variable . . . . . . . . 18-4

WHERE Clause for Selecting Rows from an ACD . . . . . . 18-4

WHERE Clause for Excluding Rows of Data . . . . . . . . 18-5

CMS Database Table Basics . . . . . . . . . . . . . . 18-6

Database Items . . . . . . . . . . . . . . . . . 18-8

Constants . . . . . . . . . . . . . . . . . . . 18-9

Calculations . . . . . . . . . . . . . . . . . . 18-10

Creating a Custom Data Table . . . . . . . . . . . . . . 18-13

Step 1: Access the

Step 2: Build the Table . . . . . . . . . . . . . . . 18-15

Step 3: Add Data to the Table. . . . . . . . . . . . . 18-19

Modifying a Table . . . . . . . . . . . . . . . . . . 18-22

Adding a Column to a Ta ble . . . . . . . . . . . . . 18-22

Changing a Column . . . . . . . . . . . . . . . . 18-23

Deleting a Column . . . . . . . . . . . . . . . . 18-23

Changing Data in a Table . . . . . . . . . . . . . . 18-24

Adding Rows of Data to a Table . . . . . . . . . . . . 18-24

Changing Rows of Data in a Table . . . . . . . . . . . 18-24

Deleting Rows of Data From a Table . . . . . . . . . . 18-25

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CentreVu®

CMS Database in

Report Designer Version 8 User Guide

INFORMIX

. . . 18-14

viii

A Using the Report Designer - Examples . . . . . . . . . . . . . . . . . A-1

General Information . . . . . . . . . . . . . . . . . A-1

Creating a Integrated Report Using the

Report Designer . . . . . . . . . . . . . . . . . A-1

Modify the Integrated Report Using the Report Designer. . . . A-2

B Database Items and Calculations . . . . . . . . . . . . . . . . . . . B-1

General Information . . . . . . . . . . . . . . . . . B-1

Index . . . . . . . . . . . . . . . . . . . . . . . . . IN-1

Introduction

About the Report Designer 1-1

CentreVu

Report Designer Version 8 User Guide

1 Introduction

About the Report Designer 1

The Report Designer feature can be purchased with the Lucent

CentreVu®

Supervisor software. The Report Designer al lows you to create reports that are tailored to your call center needs. You then run the reports you have created from the Supervisor application.

The Report Designer allows you to create new reports, edit standard Call Management System (CMS) and Supervisor reports, and copy items from one report to another report.

When you use the Report Designer to edit an existing report or to create a new one, you usually begin by creating or modifying a Structured Query Language (SQL) query. Using the database items contained in the table(s) referenced in the query, you can populate fields, grids, and charts for the report. The fields, grids, and charts can then be sized, moved, and changed on the report.

When you have finished creating or editing a report, you save the report on the CMS server. If you assigned Global user permissions to t he report, other Supervisor users with the appropriate per missions can run the report.

When you create

real-time, historical, and integrated reports

, the Report

Designer lets you do the following:

●

Copy existing report designs, including standard report designs

●

Edit reports by adding, moving, copyi ng, and deleting fields, grids, or charts

●

Define Automatic Call Distribution (ACD) data for report fields, grids, and charts

●

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

historical reports only

For

, the Report Designer allows you to do the

following:

●

Merge data in a report field to include data from different entities within an ACD (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 to i nclude data wi th diff erent time frames (for example, defining a field that represe nts the percentage of calls answered in an intrahour interval compared to all calls answered in the day).

●

Include data from custom data t ables that you create and populate within the

CentreVu

CMS database.

Introduction

About the Report Designer 1-2

CentreVu

Report Designer Version 8 User Guide

If you create custom database t ables, as described in Chapter 18,

“SQL Query and CMS Database Table Basics” make sure that you name the tables with the prefix “c_. ” If you do not use the c_ convention, the custom tables will not automatically be backed up.

If you create custom data tables, then you need to make sure there is enough disk space available to store the data. CMS does not automatically check the availabl e space. If you fill up your disk with custom data, you will lose o r damage st ored custom and ACD data. See the

CentreVu® CMS R3V8 Administration

(585-210-910)

document for more information about disk storage. Do not tamper with standard ACD data in the CMS database. If you

do, then you will lose stored data.

integrated reports only

For

, the Report Designer allows you to do the

following:

●

Display real-time and historical data on the same report

●

Display cumulative data that shows up-to-the-moment data since a specified interval st art time in the past 24 hours.

Introduction

About the Report Wizard 1-3

CentreVu

Report Designer Version 8 User Guide

About the Report Wizard 1

Report Wizard is a supplement to Report Designer. The Report Wizard feature delivers user ass istan ce, by way of a wizard , to quick ly and ea sily generate new customized reports. The wiz ard provi des in struct ion al hel p that guides you through a series of tasks that create a new customized report.

The Report Wizard feature is available only if you have purchased the Report Designer feature. Report Wizard can be accessed only when Report Designer is activated on the CMS server and when you have the appropriate permissions to access Report Designer.

All reports created using Report Wizard have the same designation and accessibility as those created in Repor t Designer. T hus, reports created by Report Wizard are refer red to as Report Desi gner re ports. This means that reports created by Report Wizard will be accessible only by

CentreVu

the ASCII terminal interface.

Supervisor users and cannot be l isted, modifi ed, or run thr ough

Introduction

Contents of This Document 1-4

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Report Designer Version 8 User Guide

Contents of This Document 1

This book describes what you need to know to

create new reports and to

edit existing report s through the Report Designer and Repo rt Wizard

book is organized as follows:

●

Chapter 1, Introduction — gives you background information on the Report Designer application and general information about this book.

●

Chapter 2, Using the Report Wizard — gives you background information on the Report Wizard (features and functionality) and steps you through the creation of a new report.

●

Chapter 3, Using the Report Manager — teaches you the basic procedures you need to know in order to use the Report Manager feature of Supervisor. The procedures included in this chapter are

Viewing a Report’s Properties, Copying a Report to the Designer Category, Copying a Designer Report to a File, Copying a Designer Report from a File, Deleting a Report from the Designer Category, and Opening the Report Designer Using the Edit or New Button.

●

Chapter 4, Report Designer Basics — teaches you the basic information that you need to know in order to use the Report Designer. The procedures included in this chapter are Starting the Report Designer, Exiting the Report Designer, Report Designer Menus, St eps Required to Create a New Report, and Steps Required to Edit an Existing Report.

●

Chapter 5, Design Mode Basics — teaches you basic procedures that you will use in the Report Designer design mode. The procedures included in this chapter are Copying an Item and Pasting the Item Into the Same Report, Copying an Item from One Report and Pasting the Item Into Another Report, Cutting an Item from a Report, Deleting an Item from the Report, Using Drag-andDrop to Arrange Items on the Report, Resizing an Item on the Report, and Selecting Multiple Items on the Report.

●

Chapter 6, Edit | Inputs — shows you how to edit the existing input fields that are used on the input window for the report you are editing. The procedures included in this chapter are Adding Input Fields to the Input Window , Deleting Input Fiel ds from Input Window , Editing the Order of Input Fields, Editing the Appear ance of Input Fields, and Viewing the Input Window.

. The

Introduction

Contents of This Document 1-5

●

Chapter 7, Edit | Queries — shows you how to edit the existing

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Report Designer Version 8 User Guide

queries and create new queries for the report you are editing. The sections included in this chapter are Defining Queries for a Report, Creating a New Real-Time or Historical Query, Creating a New Integrated Query, Editing an Existing Query , Copying a Query, and Deleting a Query.

●

Chapter 8, Insert | Chart — teaches you to insert a chart on a report.

●

Chapter 9, Insert | Fiel d — teaches you to insert a field on a report.

●

Chapter 10, Insert | Table — teaches you to insert a table on a report.

●

Chapter 11, Insert | Text — teaches you to insert text on a report.

●

Chapter 12, Format | Chart — gives you gen eral info rmati on about the tabs that you access from the Chart option of th e Format menu.

●

Chapter 13, Format | Table — gives you general information about the tabs that you access from the Table option of the Format menu.

●

Chapter 14, Format | Field — gives you general informati on about the window that you access from the Format option of the Format menu.

●

Chapter 15, Format | Text — gives you general information about the window that you access from the Text option of the Format menu.

●

Chapter 16, Error Messages — lists the most common errors that you will encounter as a result of errors in queries that you create for reports.

●

Chapter 17, How CentreVu CMS Stores and Retrieves Data — gives you general information about how the CMS server stores and retrieves the data that is used in the reports.

●

Chapter 18, SQL Query and CMS Database Table Basics — gives you general information about how INFORMIX

SQL queries work and how the INFORMIX tables that are used in CMS are structured. If you are not familiar with SQL queries, you need to read this chapter before you attempt to create a query for your rep ort.

●

Appendix A, Using the Report Designer - Examples — provides step-by-step examples on how to create and edit a commonly used report with Report Designer.

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

Introduction

Conventions Used in This Document 1-6

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Report Designer Version 8 User Guide

Conventions Used in This Document 1

The following conventions are used in this book:

●

The instructions given in this book are based on the assumption that you are familiar with your computer and the system, including standar d

Window

conventions, such as using the

Windows

F1 key to activate Help.

●

To use this book successfully, you must be familiar with the Supervisor application and have some knowledge of how CMS reports work.

For instructions on using the Supervisor application, refer to the

CentreVu® CMS R3V8 Administration

information on CMS repor t s, re fer t o the

Reports

●

document (585-210-929).

Windows

— —

refers to the following operating systems:

Windows Windows NT

†

‡

4.0.

Unless the right button is specified, use the left mouse button

(585-210-910) document. For

CentreVu® Supervisor Ver sion 8

whenever you are instructed to click or select an item.

●

Menu names, menu items, and window names are shown in initial capital letters. For example: Choose Save from the File menu.

●

Italics

are used to reference other documents, to reference file

names, and for trademarks.

●

Sections and chapters that are referred to in tex t are shown i n

quotes. For example: See Chapt er 1, “Intr oductio n,” f or an out l ine of the information in this book.

●

A graphic of each Supervisor window is not included in this book. Graphics are provided to give you general information about a of window , or to help clarify a procedu re that is being described . The examples in this book are taken from Supervisor running in

Windows

95.

operating

type

*Windows is a registered trademark of Microsoft Corp.

†Windows 95 is a registered trademark of Microsoft Corp. ‡Windows NT is a registered trademark of Microsoft Corp.

Introduction

About the Report Wizard 2-1

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Report Designer Version 8 User Guide

2 Using the Report Wizard

About the Report Wizard 2

Report Wizard is a supplement to Report Designer and is available only if you have purchased Report Designer. The Report Wizard feature delivers user assistance, by way of a wizard, to quickly and easily generate new customized reports. The wizard provides instructional help that guides you through a series of tasks that create a new customized report.

The following features are available in the Report Wizard:

●

Creating a new report

●

Previewing the new report

●

Saving the new report

●

Running the new report.

How the Report Wizard Works

All reports created using Report Wizard have t he same designation and accessibility as those created in Report Desi gner. Thus, reports created by Report Wizard are referred to as Report Designer reports. This means that reports created by Report Wizar d will be accessible only by

CentreVu

Supervisor users.

The Report Wizard is based on the completion of report creation tasks. (For

a list of the tasks involved in creati ng a new re port, see the “Creating a New Report” section in this chapter.) The report layout you choose will determine

the number of tasks you will have to complete to create your report. Report Wizard presents th ese t ask s by way of p ages (screen s). The ti t le bar of each page contains the following inf o rmation:

●

Step (task) number you are currently working on

●

Number of total steps (tasks) required to complete th e report

●

Action you are performing on that page. For example:

Using the Report Wizard

About the Report Wizard 2-2

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Report Designer Version 8 User Guide

Each page of the Report Wizard cont ains command buttons to navigate through the wizard and command buttons that help you define your report. The following table for an explanation of these command buttons.

Command Action

<Back Returns to the previous p age. (Thi s c ommand butt on is

disabled on the first page of the Report Wizard.) When you back up to previous pages Report Wiz ard will ret ain the values you entered unless you back up to a previous page and make changes that impact ensuing pages.

Next> Moves to the next page in the sequence, maintaining

whatever settings you provided on the previous pages. (This command is replaced wit h the Finished button on the final page of the wizard.)

Finished Applies your settings or the default settings from all

pages and completes the task.

Cancel Discards any selections you have made (only if you

have not saved the report ), terminates t he process, and closes the Report Wizard. If you saved the report before selecting the Cancel button, Report Wizard closes; howev er , you wi ll be able

to run or edit the report in Report Designer. Help Provides information about the page. Data Item

Definition

Provides a definition for the selected databa se item or

calculation.

Moves a database item or calculation up in the list of

Selected Data Items.

Moves a database item or cal culation d own in the lis t of

Selected Data Items.

Removes a database item or calculation from the

Selected Data Items list.

Adds a database item or calculation to the Selected

Data Items list.

Using the Report Wizard

About the Report Wizard 2-3

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Report Designer Version 8 User Guide

Command Action

General Report Wizard Functionality

Edit Item

Provides a method for editing a database item heading. Heading

Preview Captures a screen shot of your report as it is currently

defined.

The following list provides the general func tionality of the Report Wizard:

●

Report Wizard provides default choices in each task. You may

change any of the defaults to choices that best meet your needs. Each time you use the Report Wizard to create a new report, the original default choices will be shown.

●

Report Wizard can access all database items and standard calculations. Although you can access all database items and

standard calculations, you cannot create new calculations or link fields together with math functions by way of the Report Wizard. However , Report Designer allows you to create new calculations and link fields together with math functions for reports which you create in the Report Wizard.

●

Report Wizard can create a report with charts and tables. With the Report Wizard you will be able to create a report that contains the following:

— one or two charts, — one or two tables, or — one chart and one table.

You will have to use the Report Designer to enter text or fields containing one data item.

●

Report Wizard does not display queries and database table names used to generate a report. If you need to see this type of

information, use Report Designer.

●

Report Wizard provides access to database item definitions. While in the Select Data Items page of the Repor t Wi zard, you will be able to click on a database item or calculation, and then select the Data Item Definition button to view the definition of the dat abase item or calculation which you highlighted.

Using the Report Wizard

About the Report Wizard 2-4

●

Report Wizard does not allow editing of a completed report.

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Report Designer Version 8 User Guide

Report Wizard is designed to creat e new report s only. However, you can edit a completed report in Report Designer.

●

Report Wizard does not allow reentry. Report Wizard does not allow you to leave and then reenter to finish a partially completed report. A report created in Report Wizard must be completely defined before it can be saved. If you close Rep ort Wizard before saving a report, the r eport is dis carded. To make changes to a r eport created and saved in Report Wizard, use Report Designer.

Using the Report Wizard

Starting the Report Wizard 2-5

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Report Designer Version 8 User Guide

Starting the Report Wizard 2

Report Wizard can be accessed only when Report Designer is activated on the CMS server and when you have the appropriate permissions to access Report Designer.

There are two methods available to start the Report Wizard. These methods are as follows:

●

Toolbar button on the Controller

●

Report Selector window.

Toolbar Button 2

If you have purchased the Report Designer feature, a toolbar button will be automatically added to the

toolbar.

Selecting the Report Wizard toolbar button will initiate the Report Wizard feature.

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Supervisor Controller window’ s

Using the Report Wizard

Starting the Report Wizard 2-6

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Report Designer Version 8 User Guide

Report Selector Window

To access the Report Wizard by way of the Report Selector window, do the following:

1. From the Commands menu (located on the Controller window), select the Reports... menu item. The Select a Report window appears as shown below:

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Supervisor

2. Select the New button. The New Report dialog box, as shown below, will appear and ask you if you want to run the Report Wizard.

3. Select Yes to open the Report Wizard. If you select No, Report Designer will open.

Using the Report Wizard

Creating a New Report 2-7

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Report Designer Version 8 User Guide

Creating a New Report 2

When you start the Report Wizard, the Rep ort Wizard page appears. The Report Wizard page provides a list of the tasks inv olved in creating a new report.

Using the Report Wizard

Creating a New Report 2-8

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Report Designer Version 8 User Guide

To begin the creation of a new report, select the Next> button. This will advance you to the Select a Report Type page of the wizard. The Select a Report T ype page i s the first p age of th e wizard. Go to the next sec tion,

“Selecting a Report Type Page,” in this chapter.

Selecting a Report Type Page

Selecting a report typ e is the fir st task in creating a new report. The r eport type determines whether the data in the report is real-time, integr ated, or historical. For example, if you select a real-time report, you wil l not be

able to specify historical data in the report. The following list provides information about each type of report:

●

Real-Time— Reports that refresh in real time. Real-time reports are reports that display current ACD call activity

on agents, splits/skills, trunks, trunk groups, vectors, and vector directory numbers (VDNs) for the current interval (15, 30, or 60 minutes). Current intrahour i nterval real-t ime report s are per iodicall y updated as data changes during the interval.

●

Integrated—Reports that refresh in real-time and show information that is accumulated from any point in time in the past 24 hours of ACD, agent, split/skill, trunk, trunk group, vector, and VDN activities.

Using the Report Wizard

Creating a New Report 2-9

●

Historical—Reports that giv e i nformati on t abul ated ov er a period of

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Report Designer Version 8 User Guide

time. Historical reports display past ACD data for various agent, split/skill, trunk, trunk group, vector or VDN activities. You must select a historical report if you want to include the following data:

— Exceptions — Call Work Code — Agent Trace

—Call Record. The default for report type is always Real-Time. To select a report type other than the default, do the following from the

Select a Report Type page:

1. Click on the radio button to the lef t of the repor t type you want to use.

2. Select Next> to move to the next page of the wizard. The Select a Report Layout page appears. Go to the next section, “Selecting a Report Layout Page,” in this chapter.

Using the Report Wizard

Creating a New Report 2-10

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Report Designer Version 8 User Guide

Selecting a Report Layout Page

Selecting a report layout is the second task in creating a new report. The layout determines how your dat a will be represent ed in the repor t. Report layouts are in the form of charts, tables, or both. Charts provide a

graphical representation of data, and tables provide data in columns and rows. Each chart or table in the l ayout is referred to as a section. A repo rt layout can contain one or two sections. See the following table for a description of the dif fer ent types of report layouts availabl e to you in the Report Wizard.

Charts Tables Combination

Single chart (one section)

Single table (one section)

Table and chart side by side (two sections)

—Default— Two charts side by

side (two sections) Two charts: one on

top and one on bottom (two sections)

Two tables side by side (two sections)

Chart and table side by side (two sections)

Chart on top and table on bottom (two sections)

Each section of a report layout must be defined. Defining a section includes the following tasks:

●

Selecting a data group (accomplished thr ough the Select a Data Group page).

●

Selecting data group items (accomplished through the Select Data Items page).

●

Selecting a format for the chart or t able in the section (ac complished through the Select the Chart Format page or on the Sel ect the Table Format page).

●

Previewing the section (accomplished through the Prev iew page) Optional.

To select a report layout, do the following:

1. Click on the image that represents the layout you want for your new report. Text describing the selected layout will appear on the lower portion of the page under the Selected Layout field.

If you specified a report layout that contains one section (for example, a single table), go to Step 2 now.

Using the Report Wizard

Creating a New Report 2-11

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Report Designer Version 8 User Guide

If you specified a report layout that contains more than one section (for example, one t able and one chart), the Select ion Layout p age of the wizard appears as shown on page 11

. This page provides the

following information:

●

Section you are about to define—a section that appears to be pressed with an arrow pointing to it.

●

Section you have not defined—a sect ion that appears not t o be pressed, without an arrow.

Report Wizard will guide you through each task for defining a section. When one section is defined, the Report Wizard will bring you back to the Current Selection page to help you define another section. Report Wizard will continue this cyc le until you have defined all sections.

Using the Report Wizard

Creating a New Report 2-12

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Report Designer Version 8 User Guide

If you specified a report layout that contains one section, the Selection Layout page will not appear. Instead, the Select a Data Group page will appear as shown on page 12

2. Select Next> to begin defining the report layout section(s). The Select a Data Group page appears as shown below. Go to the next

section, “Defining a Report Layout Sect ion(s),” in this chapter.

To redefine a previous section, select the <Back button. For example, if you have already defined a secti on of your report and

select the <Back button, the wizard t akes you to the Preview p age for the last section defined. From her e, you can continue to select <Back to go back through the various tasks involved in defining a section.

Using the Report Wizard

Creating a New Report 2-13

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Report Designer Version 8 User Guide

Defining a Report Layout Section(s)

Selecting a Data Group Page

Defining a report layout section(s) consists of the following tasks:

●

Selecting a data group

●

Selecting data items

●

Selecting the chart or table format

●

Previewing the work already done on the report (optional).

The Select a Data Group page provides only those data groups specific to the type of repor t (real-time, integrated, or historic al) you chose earlier

and the current section (table or char t) being defined.

Using the Report Wizard

Creating a New Report 2-14

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The data groups available are placed in a tree view structure. There can be up to three levels of data, the last level containing the individual data groups. From this tree view structure, you will select an individual data group for the section y ou are defin ing. A descr iption of the dif fe rent levels is as follows:

●

First Level—the highest c lassificat ion level of data. For example, the highest classification leve ls of data for a real-time table ar e Agent, Split/Skills (multipl e), Trunk Group, VDN(singl e), VDNs (multiple), and Vectors.

●

Second Level—a breakdown of the first classification levels of data. For example, the second levels of data for the Split/Skills (multiple) category are Multi-ACD, Top Agent Skills Information, Expected Wait Time at each priority, Number of Agents in AUX Work States, Performance, Type of Agents Staffed, and No Pre-se lection. Individual data groups are contained under this level of data also.

●

Third Level—a breakdown of the second classif ication levels of data. For example, the third level of data for the Split/Skills (multiple)|Top Agent Skills Information category is Top Agents Staffed and No Pre-selection. If there are three levels of data, the individual data groups will be listed under the third level.

Using the Report Wizard

Creating a New Report 2-15

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Categories of data and sub-categories of data can be expanded

(represented with a “+” sign) and collapsed (represented with a “-” sign). By default, when the Select a Data Group page of the wizard appears, one category will be expanded with one dat a grou p selec ted. The defa ult is based on the information (report type and report layout) which you provided to the wizard previously.

To choose a data group, do the following:

1. Expand the categories of data until you reach the individual data groups. (Individual data groups cannot be expanded, they are the lowest category of data.) At this point you have not yet selected the actual individual data group, you have just narrowed your selection of a specific category of data. The Next> butt on will be di sabled unti l you select a data group—go to Step 2.

2. Under the first, second, or t hird level of data, click on the data group you want to use for the section you are defining. The data group is highlighted and the Next> button is enabled.

Y ou ar e not required to prese lect data for your report. Each categor y of data will include a category call ed No Pre-selection. If you choose the No Pre-selection option, no data items and calcul ations will be listed in the Selected Data Items li st view on the Select Data Items page of the wizard.You will need to manually select the data items you want to use. See the “Selecting Dat a Ite ms Page” secti on in this chapter for more information about the lis t views.

3. Select the Next> button t o select the data items available for the data group you chose in Step 2. The Select Data Items page appears. Go to the next section, “Selecting Data Items Page,” in this chapter.

Using the Report Wizard

Creating a New Report 2-16

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Selecting Data Items Page

The Select Data Items page is where you finalize the actual data (data items and calculations) that wil l be displayed in your report. Data items

are specific types of data stored in one of the CMS databases.

The data group you chose earlier is used to populate the following list views in the Select Data Items page:

●

Available Data Items list view—contains all the data items associated with the data group. This list allows you to add data items to the Selected Data Items list view.

●

Selected Data Items list view—contains predefined database items and calculations from the Available Data Items list that will be used in your report.

If you remove a calculation from the Available Data Items list, you will have to back up to the Select a Data Group page and resel e ct the data group to have the calculation appear in the list again.

If you chose the No Pre-selection data group, then the Selected Data Items list view will not be populated with preselected data; however, the Available Data It ems li st view will contain all the data items available for your report. To select the dat a items for your report, you need to manually add them (from the Available Data Items list view) to the Selected Data Items list view. At least one database item or calculation must be in the Selected Data Items list view before the wizard will let you proceed.

Using the Report Wizard

Creating a New Report 2-17

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Both list views contain the following three elements:

●

Icon—if the data type is alphanumeric or has a graphi cal representation. Synonyms that are defined for data items are in parenthesis.

●

Item Heading—default heading for the dat abase i tem or cal culati on. The item heading is the heading used in standard CMS reports.

●

Data Item—database item or calculation (internal name).

From the Select Data Items page, you can do the following:

●

Filter data group items that appears in the Available Data Items list view .

●

Sort data group items in the Item Heading or Database Items columns of the list views.

●

Add data group items to the Selected Data Items list view.

●

Access definitions for data group items.

●

Remove data group items from the Selected Data Items list view.

●

Reposition (move up or down) data group items in the Select ed Data Items list view.

●

Edit item headings to create custom report headings.

Filtering Data Group Items 2

Y ou can display data group i tems specific to t he characters entere d in the Display Data Group it ems t hat contain: text box. Any string you enter into this field will be compared against both columns of the Available Data Items list view.

Using the Report Wizard

Creating a New Report 2-18

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To filter data group items, do the following:

●

In the Display Data Group items that contain text box, enter the characters of the data items th at you want Report Wizar d to displ ay. For example, if you want to list only those data group items that

contain the text “logonsk,” then you would need to enter “logonsk.”

●

To redisplay all data group items available to the data group, delete all text in the Display Data Group items that contain text box.

Report Wizard disables the Next> button whenever the “Display Data Group items that contain” text box has focus.

Sorting Data Group Items 2

Adding Data Group Items to the Selected Data Items List View 2

Y ou can sor t the data group items by click ing on the Item Heading column or the Data Item column in the Available Data Items list view. All data group items will be sorted alphabetically.

You may want to add more data group items to your report than what is already preselected in the Selecte d Data Items list view. Y ou can add any data group item(s) list ed in the Available Data Items list view to the Selected Data Items list view by doing one of the following:

●

Dragging and dropping the selected data group item(s) onto the Selected Data Items list vi ew. With this method, you can drop a data group item(s) anywhere on the list.

●

Clicking on the data group item(s), and then selecting the Add button. Report Wizard enables the Add button only when a data group item(s) is selected in the Available Data Items lis t view. With this method, a data group item(s) is added to the bottom of the l ist.

●

Double-clicking on the selected data group item(s) from the Available Data Items list view. With this method, a data group item(s) is added to the bottom of the list.

●

Clicking on the data group item(s) in the Available Data Items lis t view, and then pressing the ALT+right arrow key on your keyboard. With this method, a data item(s) is added to the bottom of the list.

Using the Report Wizard

Creating a New Report 2-19

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Accessing Definitions for a Data Group Item 2

Removing Data Group Items from the Selected Data Items List View 2

Report Wizard provides definitions for all the data group items listed in both list views. To see a definition for a specific data group item, do the following:

1. Click on the data group item for which you want a defi nition.

2. Select the Data Item Definition button located under the Available Data Items list view.

Report Wizard enables the Data Item Definition button only when you select a single data item or calculation.

You may want to remove a data group item(s) that Report Wizard preselected for your report. You can remove any data group item(s) li sted in the Selected Data Items list view by doing one of the following:

●

Dragging and dropping the selected data group i tem(s) onto the Available Data Items list view.

●

Clicking on the data group item(s), and then sele cting the remove button. Report Wizard enables the remove button only when a data group item(s) is selected in the Selected Data Items list view.

●

Double-clicking on the selected data group item(s) in the Selected Data Items list view.

●

Clicking on the data group item(s) in the Select ed Data Items view list, and then pressing the ALT+left arrow key on your keyboard.

When you remove a data group item(s), ensuing data group items are shifted up accordingly.

If you remove all the data group items in the Selected Data Items view list, Report Wizard disables the Next> butt on, and you cannot move to the next page of the wizard. You must have one or more data g roup items listed in the Select Data Items list view.

Using the Report Wizard

Creating a New Report 2-20

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Repositioning (Moving Up or Down) Data Group Items in the Selected Data Items List View 2

Editing Item Headings to Create Cust om Report Headings 2

Report Wizard allows you to reor ganize t he list of dat a group items i n the Selected Data Items list view by moving them up or down. With this feature, you can dict ate the or der the dat abase g roup items wi ll appear i n the report. You can reorganize data group items through the following methods:

●

Clicking on the data group item(s), and then selecting the up button to move data group item(s) up or by selecting the down button to move the data group item(s) down. Report Wizard enables the up and down button only when a data group item(s) is selected in the Selected Data Items list view.

●

Clicking on the data group item(s) in the Selected Data Items view list, and then pressing the ALT+up arrow key to move data group item(s) up or pressing the ALT+down arrow key to move the data group item(s).

Report Wizard allows you to cha nge the Item Headi ng of any dat a item in the Selected Data Items list vi ew. You may want to change data item heading to a more meaningful name to use as your custom report heading. You can change the data item heading by clicking on the specific data item heading, and then selecti ng the Edit Item Heading button located below the Selected Data Items list view.

When you have finished selecting and manipulat ing d ata base i tems for a specific section, the next task for that section is to define its appearance. Selecting the Next> b u tton from the Select Data Items page will advance you to the correct page to format either the table or chart you are

defining. If the section contains a table, go to the next section, “Selecting the Table Format,” in this chapter. If the section contains a chart , go to the “Selecting the Chart Format” section in th is chapter.

Using the Report Wizard

Creating a New Report 2-21

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Selecting the Table Format

From the Select Table Format page in the wizard, you define the characteristics of yo ur table layout. The default is a table in row order with

grid lines.

The following types of table layouts are available to you:

●

Row oriented table with grid lines

●

Row oriented table without grid lines

●

Column oriented table with grid lines

●

Column oriented table without grid lines.

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Creating a New Report 2-22

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Example of a roworiented report 2

Example of a Column Oriented Report 2

Using the Report Wizard

Creating a New Report 2-23

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To choose a format for your table, do the following:

1. Select the Fill Table by Row radio button if you want your report to have a row format, or select the Fill Table by Column radio button if you want your report to have a column format.

2. Select the Display Grid Lines check box if you want grid lines to separate the data on your report.

3. Select Next> to advance to the next page of the wizar d. The Preview

page appears. Go to the next section, “Previ ewing the Report,” on

page 25

in this chapter.

Selecting the Chart Format

From the Select Chart Format page in the wizard, you define the format of your chart. The default is a vertical 2D bar chart that displays the data

by value.

Using the Report Wizard

Creating a New Report 2-24

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The following chart formats are avai lable to you:

2D Vertical Bar Chart

2D Horizontal Bar Chart

2D Ver tical St acked Bar Chart

2D Horizontal Stacked Bar Chart

3D Horizontal Bar Chart

3D Ver tical St acked

2D St acked Area Bar Chart

2D Pie Bar Chart

Bar Chart

3D Horizontal Stacked Bar Chart

3D Vertical Bar Chart

3D Line Chart 3D Pie Chart

2D Line Bar Chart 3D Stacked Area

Chart

3D Vertical Cluster Bar Chart

To format your chart, do the following:

1. Select the Show Value radio button if you want to display your data as a numeric value, or click on the Show Percentage radio button if you want to display your data as a percentage.

2. Select the Display Legend check box i f you want to display a legen d on your report. The legend is a description of the data items contained in the chart and is displ ayed in the right corner of the chart.

Using the Report Wizard

Creating a New Report 2-25

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3. Select the Display Dat a Labels check box if you want to show the data labels on your repor t. Report Wiz ard will displ ay the d ata labels as either values or percentages (depending on what you have chosen in Step 1) and will be displayed above point.

4. Select the Use First data item as chart title check box if you want to use the first data item as your title.

5. Click on the graphic that best represents the chart format you want to use for your report.

6. Select the Next> button t o advance to the next page of the wizard.

The Preview page appears. Go to the next section, “Previewing the Report,” in this chapter.

Previewing the Report

Two-Section Report 2

The Preview page of the wizard allows you to preview what you have defined for your report, exit the preview, and then either use the <Back

button to modify the report section or use the Next> butt on to advance to the next page of the wizard. A previewed v ersion of a report cont ains real data for each completed section; however, if the report is designated as real-time then there will be no refresh of data. The only option while in a previewed version of a report is to exit the prev iew

When you preview the first section of the report, you will be prompted to provide input values for that section. When you preview the second section of the report, you will again be asked to provide input values; however , you are now asked to provide input values for both sections.

Using the Report Wizard

Creating a New Report 2-26

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Previewing the Report 2

Exiting the Preview of the Report 2

Backing Up to Previous Page 2

Moving Forward to Next Page 2

To preview your report, click on the Preview button. Report Wizard will display everything you have defined for your report up to this point.

To exit the previewed version of your report section, click the Exit button or the Close button in the title bar. When you exit the previewed version of your report section, Report Wizard returns you to the Preview page.

While still in the Preview page of the wizard you can modify your report section by selecting the <Back button. Con ti nuing to select the <Back button brings you thro ugh t he vari ous t asks in volved i n defini ng a sect i on.

If you do not want to modify your report section, select the Next> button to advance. If you sti ll have undefi ned report sect ions, Report Wizar d will display the Selection Layout page. From the Selection Layout page you will begin to define your next report section. Select the Next> button to

advance to the next page of the report wizard (go to the “Defining a Report Layout Section[s] on page 13 defining report layouts).

in this chapter for information on

Changing Input Captions

If you have defined all report secti ons t hen Report Wizard will displ ay the Change Input Captions page. Go to the next sectio n, “Changing Input Captions,” in this chapter.

When you are finished defining all report sections, the Change Input Captions page appears. This page of the wizard all ows you to change t he

input captions that will appear in the Report Input window for your new report.

The number of entries displayed in the Change Input Captions page will depend on the data group you assigned to each section of your report. From this page, you can change only the input captions and not the inputs that will appear in your report.

To change the input caption(s), do the following:

1. Highlight the input caption you want to change.

2. Type the new input caption.

3. Repeat Steps 1 and 2 for each input caption you want to change.

Using the Report Wizard

Creating a New Report 2-27

4. Select the Next> button t o advance to the next page. The Save

Report page appears. Go to t he next section, “Saving the Repo rt,” in this chapter.

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Report Designer Version 8 User Guide

Saving the Report

From this page, you determine whether you want to save your newl y defined report and whether your report will be available to everyone or

just yourself. Your report will be saved when you enter a report name and select the Next> button. The report type and data group selections you made for your report wi ll deter mine the category you r report will be saved under (for example, Real-Time). Y ou are not required to sav e your report at this time. If you do not save your report in the Save Report page, Report Wizard will still allow you to advance to the next page (the Finish page).

Using the Report Wizard

Creating a New Report 2-28

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To save your report, do the following:

1. Enter the name of your report in the Report Name text box. When entering a name to save your new designer category report (global or private), you will be presented with one of the following three scenarios:

●

There is no existing designer category report with the name you have selected for your new report. In this case, Report Wizard will save the report with the name you have selected.

●

There is an existing designer category report with the same name that you have select ed for your new report; however, you are the owner of this report. In this case, you will get a message warning you that you are about to overwrite an existing report. You can either overwrite the existing rep ort or select a different name for your new report.

●

There is an existing designer category report with the same name that you have select ed for your new report; however, you are not

the owner of this report. In this case, you will get a message stating that you cannot overwrite the existing report. You will have to select a different name for your new report.

If you do not enter a report name your report will not be saved when you advance to the Finish page of the wizard. Neglecting to save your report in eithe r the Save Report pag e or the Fi nish page will discard your report.

2. If you want your report to be available to everyone, click on the Everyone radio button. If you want your report to be avail able only to you, click on the Only Me radio button. The following provides information about each choice:

●

Everyone radio button (defau lt)—provide s global access to t he report. By selecting the Everyone radio button, you give other users the following capabilities:

— Other users can run the report — Other users can copy the report design when designing

their own custom report in Report Designer. The CMS user permission structure is still applicabl e.

●

Only Me radio button—only you and the

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

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CMS administrator(s), can copy or run the

report design for use in their own custom reports .

Using the Report Wizard

Creating a New Report 2-29

3. Select the Next> button t o advance to the next page. The Finish

page appears. Go to the next section, “Fini shing the Report,” in this chapter.

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Finishing the Report

Running the Report

When all the required tasks are completed to create a repor t, you will have to determine whether you want to run the report, edit the report

through Report Designer, or exit without doing anything (enabled for saved report only).

When you run your report from the Finish page of the Report Wizard, it will be run with the appropriate inputs, will access the CMS database,

and will produce real data. You will be running a live report. If you run an unsaved report you wil l be prompted to save t he report upon

its completion. The report will be saved as a Report Designer report and placed in the appropriate folder (real- time, historical , or integrated). If you elect not to save your report, you can press the Exit button, and the report will close, or you can select the Retur n button to return to the running report.

Using the Report Wizard

Creating a New Report 2-30

To run your report, do the following:

1. From the Run Report for ACD combo box, select the ACD.

2. Click on the Run Report radio button, and then select the Finish button.

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Report Designer Version 8 User Guide

Editing Your Report 2

Exiting Report Wizard

When you choose to edit your report from the Finish page of the Report Wizard, the Report Designer starts. All edits to your report are now done through the Report Designer. You can also edit your repor t using the Report Wizard by selecting the <Back buttons on the various pages of the wizard.

To edit your report, do the following:

1. From the Run Report for ACD combo box, select the ACD.

2. Click on the Edit Report in Report Designer radio button, and then select the Finish button.

To exit Report Wizard without running your report or editing your report, click on the Run or Edit report at a later time radio button (this option will

be disabled if you have not entered a report name for your repo rt), and then select the Finish button. You can also select the Cancel button.

Selecting the Cancel button when your report has not been saved will discard your report. Report Wizard will warn you if you try to cancel without first saving your report.

Using the Report Manager

Introduction 3-1

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3 Using the Report Manager

Introduction 3

This chapter teaches you how to use the report manager feature of the Supervisor application. The sections of the chapter are as follows:

●

About Report Manager

●

Viewing Report Properties

●

Copying a Report to the Designer Category

●

Copying a Designer Report to a File

●

Copying a Designer Report from a File

●

Deleting a Report from the Custom or Designer Category

●

Starting the Report Designer using the New or the Edit Button.

Using the Report Manager

About the Report Manager 3-2

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About the Report Manager 3

The report manager is the feature of the Supervisor appl ication that allows you to view report proper ties, copy report s, and acc ess the Report Designer to edit reports or create new reports.

The report manager is incorporated i nto t he Reports Selector window, as shown below:

You can use the P Selector window to manage the standard CMS and Supervisor reports, and to Copy reports to the Desi gner category f or editing. You can use the

ew button to create a new Designer report from scratch. You can use

the D

elete button to delete reports from the Designer category (standard

CMS, CMS Custom, and standard Supervisor reports cannot be deleted).

NOTE:

For information on using the Add Bookmark button, see the

CMS R3V8 Administration

roperties, Copy, and Edit buttons on the Report

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(585-210-910) document

Using the Report Manager

Viewing or Changing a Report’s Properties 3-3

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Viewing or Changing a Report’s Properties 3

The Report Manager gives you the ability to view report properties, such as the report name, description, owner, type, folder, cat egory, and scope (Everyone or Only Me), and the folder the report is stored i n.

To view a report’s properties, complete the following steps:

1. Open the Report Selector window.

2. Select the report for which you want to view properties.

3. Click the Properties button. The Properties window for the report appears as shown below:

From the Properties window, you can change the name, description, owner, and scope of a repor t.

4. To change the N cursor in the appropriate field and make your edit s. To change the scope, or who the Report is Available to, of a report, select either the Ev your changes, select the OK button to save the changes.

If you attempt to give a report the same name as an existing designer report, the Report Already Exist s window displays. This window allows you to overwrite the existing report or to give the report you are saving a different name.

eryone or Only Me radio button. When you are done making

ame, Description, or Owner of a report, place the

Using the Report Manager

Copying a Report to the Designer Category 3-4

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Copying a Report to the Designer Category 3

Using the Report Manager, you can copy a report from any category (Agent, Other , Queue/Agent, Spl it/Skill, T runk/ T runk Group, VDN, Vector, Custom, or Designer) and folder (Real-Time, Historical, or Integrated) into the Designer category of any folder.

Reports that are created or edite d using the Report Designer can only be accessed from the Supervisor interface to the CMS server. Therefore, if you edit a CMS Custom Report using the Report Designer, the changes to that report will not be availabl e when the report is run fr om the Terminal Emulator or another terminal interface to the CMS.

To copy a report, complete the following steps:

1. Open the Report Selector window.

2. Select the report that you want to copy.

3. Click the C The Copy Report window appears. This window allows you to select

where

file, or from a PC file to the CMS server).

4. Select the To Designer Category radio button.

5. Select the OK button. The Copy Report To Designer Window displays, which i s where you

will define the name, description, folder, and scope of the report.

opy button.

you are copying the report to (the Designer category, a PC

Using the Report Manager

Copying a Report to the Designer Category 3-5

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To define the properties information for a copied report, complet e the following steps:

6. Enter a name for your repo rt in the N

ame field. The name can have up to 40 characters, including blanks. Because the name you give your report should be unique, you may want to look at existing r eport names before entering a name for your report.

7. Move the cursor to the D

escription field and enter a description of the report. The description can have up to 100 ch aracter s, incl uding blanks. It is not required that you enter a report description.

Do not use the \ (backslash), ; (semicol on), ’ (grave accent), ~ (tilde), “ (double quote), | (pipe), * (asterisk), or ? (question mark) characters in your description of the report.

8. Move the cursor to the F

older field. Use the pull-down list to select Real-Time, Hi storical, or Integrated. The report will be stored in the Designer category of the folder you select here.

When you edit the report you will access the database for the folder you select here. If you select Real-Time, you will not be able to access the Historical database tables to define queries for the report. If you select Historical, you will not be able to access the Real-Time dat abase tabl es to define queri es for the report. However , if you select Integrated, you will be able to access both the RealTime and Historical databases to define queries for the report.

You must select the Historical or Integrated folder if you want to include the following:

●

Exceptions data

●

Agent trace data

●

Call record data.

9. Select the Ev

eryone radio button to make the report accessible to

all CMS users who have the appropriate permissions, or select the

Only M

It is a good idea

e radio button to make the report accessible only to yourself

initially

to make your reports available only to yourself until they have been debugged and run successfull y. This prevents the possibility of oth e r users running reports that you have saved but not yet tested.

Assigning “Everyone” access to the report allows other users to run the report and to copy the report to create new designer reports.

Assigning “Only Me” access to the report means that only you (and the CMS administrator(s)) can run the report . In addition, no other users, except for CMS administrators, can copy the rep ort design for use in their own designer reports.

Using the Report Manager

Copying a Report to the Designer Category 3-6

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No other CMS user other than a user with CMS administration permissions can modify a report design you create, regardl ess of whether the report is accessible by all or only by you. A user with CMS administration permissions always has the ability to modify your report design, even if you make it avail able only to yourself.

10. Select OK to save the report properties.

After you have copied the report to the Designer category, you can use the E

dit button to access the Report Designer and edit the report.

Using the Report Manager

Copying a Designer Report to a File 3-7

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Report Designer Version 8 User Guide

Copying a Designer Report to a File 3

You can use the Report Manager Copy button to copy any designer report that you create to a file, either on diskett e, on your hard drive, or on a network drive. You can use this feature to easily transport designer reports from one PC to another.

If a report was created by Lucent Technologies Professional Services, only a user with CMS services permissions can copy the report.

To copy a report, complete the following steps:

1. Open the Report Selector window.

2. Select the Designer Category

3. Select the designer report that you want to copy.

4. Click the Copy button. The Copy Report window displays with the To a PC File option

enabled. This window allows you to select where you are copying the report to (the Designer category, a PC file, or from a PC file to the CMS server).

5. Select the To a PC File radio button.

6. Select the OK button.

The Save Report to PC File window appears as shown below:

This window is a standard

Windows

browse window.

Using the Report Manager

Copying a Designer Report to a File 3-8

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7. Select the File name and Folder to which you want to save the report.

You can copy the report to any drive to which you have access, including the floppy (usually a:\) drive on your PC.

You can save the report to a network drive by selecting the Network button, which allows you to access the network drives that you have permissions for.

8. Select the OK button.

9. The file is saved and, upon successful completion of the save, a confirmation window displays.

*Windows is a registered trademark of Microsoft Corp.

Using the Report Manager

Copying a Designer Report from a File 3-9

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Copying a Designer Report from a File 3

You can use the Report Manager Copy button to copy any designer report that has been saved to a file (either on diskette or on a network drive) onto the CMS server.

To copy a report from a file to the server , complete the following steps:

1. Open the Report Selector window.

2. Click the C The Copy Report window displays. This window allows you to select

where

file, or from a PC file to the CMS server).

3. Select the From a P

4. Select the O

The Load Report From PC File window appears as shown below:

opy button.

you are copying the report to (the Designer category, a PC

C File to the CMS Server radio button.

K button.

This window is a standard

5. Select the file that you want to copy to the CMS server.

6. Select the O

7. The file is copied to the CMS server and, upon successful completion of the copy, a confirmation window displays.

K button.

Windows

browse window.

Using the Report Manager

Copying a Designer Report from a File 3-10

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Report Designer Version 8 User Guide

If a report with the same name already exists on the CMS server, the following window appears as shown below:

Select the Overwrite the existing report radio button to replace the report that currently resides on the CMS server. Select the Save the report being copied as radio button and enter a new name for the r eport if you want to retain the version of the report that currently resides on the CMS server .

Using the Report Manager

Deleting a Report from the Designer Category 3-11

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Deleting a Report from the Designer Category 3

The Report Manager allows you to delete any report that resides in t he Designer category except purchased report s form Professiona l Services . You cannot delete any of the standard CMS, CMS Custom, or standard Supervisor reports ( reports that reside in the Agent, Other, Queue/Agent, Split/Skill, Trunk/Trunk Group, VDN, Vector, and Custom categories).

To delete a Designer report, complete the following steps:

1. Open the Report Selector window.

2. Select the Designer category under any tab.

3. Highlight the name of the report tha t you want to del ete.

4. Click the Delete button.

5. A message confirming the delete displays. Select OK to delete the report or Cancel if you do not want to delete the report.

Using the Report Manager

Opening the Report Designer Using the Edit or New Button 3-12

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Opening the Report Designer Using the Edit or New Button 3

You can use the Report Manager to open the Report Designer by selecting a report from the Designer category and then clicking the Edit button, or by clicking the New button to create a new report.

Y ou can also access the Report Designer from a report output window . To do so, select Design from the Report menu on the report.

In addition to the above methods, you can open the Report Designer from the last page of Report Wizard.

Report Designer Basics

Introduction 4-1

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Report Designer Version 8 User Guide

4 Report Designer Basics

Introduction 4

This chapter outlines the features of the Report Desi gner and teaches you general use of the Report Designer.

The following sections are included in this chapter:

●

Starting the Report Designer

●

Exiting the Report Designer

●

Report Designer Menus

●

Online Access to Database Definitions

●

Step s Required to Create a New Report

●

Steps Required to Edit an Existing Report.

Report Designer Basics

Starting the Report Designer 4-2

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Starting the Report Designer 4

To access the Report Designer and to run Designer reports, you must have read and write permissions assigned for Custom Reports. These permissions are set using the U

Call Management System Release 3 Version 8 Administration

910) document for instructions on setting up user permissions. You can start the Report Designer using one of four methods:

●

Select a report from the Designer category in any folder and cli cking the Edit button on the Reports Selecto r window

●

Click the New button on the Reports Selector window to create a new report

●

Run a report and then selecting Design from the Report menu on the report

●

Enter Report Designer from the Final page of the Report Wizard.

ser Permissions tool. See the

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Any one of these methods of st arting the Repor t Designer wi ll t ake you to the Design Mode window (the window will be blank if you are creating a new report or will have report information if you are editing an existing report), as shown below:

Report Designer Basics

Exiting the Report Designer 4-3

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Exiting the Report Designer 4

You can close the Report Designer using any of the standard

Windows

methods:

●

Select Exit from the Report menu.

●

Double-click the System button.

●

Select the Close button at the top of the window.

If you try to exit the Report Designer without first saving the report you have been working on, a warning gives you the opportunity to save the report before closing the Report Designer.

Report Designer Basics

Report Designer Menus 4-4

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Report Designer Menus 4

This section details the Report Designer Design Mode window. The following picture illustrates the Report Designer Design Mode window:

Menu Bar 4

Title Bar

System Menu Box

Maximize/Minimize/Close Window Sizing Buttons

Menu Bar

The menu bar lists the avai lable dr op-d own menus. The fol lowing menus are available from the Report Designer Design Mode window:

●

Report

●

Edit

●

Format

●

Options

●

Insert

●

Help.

Report 4

The following paragraphs outline the options available from each menu.

From this menu, you can test the report you are working on, save the report, and exit the Design Mode window. The R

eport menu has the

following options:

Menu Item Action

un Selecting Run takes you out of design mode and runs

the report you are working on. You will use R

un to test

the changes/additions you have made to a report.

ave Selecting Save saves the report on which you have been

working.

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Report Designer Menus 4-5

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Menu Item Action

Edit 4

Save A

s Selecting Save As allows you to save the report on

which you have been working with a new name or with the current name.

it Selecting Exit closes the Report Designer without saving

the changes and additions you have made to the report. You are prompted to save changes if you made any modifications to the report.

You will use the Edit menu (shown below) to add information to and delete information from the report output window, and to create the report input window and the queries that are used t o retrieve dat a for the output. The E

dit menu has the following options:

Menu Item Action U

ndo

Cut/Delete

If you accidentally cut or delete an item from the report that you are designing, you can select U to place the item back on the report.

Undo Align Controls

Cut

If you are not satisf ied wi th t he alignment you made, then you can select Undo Align Controls to place the fields back to their original posit ion.

Selecting Cut removes the item that you have selected from the report and places it on the

ndo Cut/Delete

Windows

clipboard.

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Report Designer Menus 4-6

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Menu Item Action Copy

Selecting C on the report and place s it on the

opy copies the item(s) that you have selected

Windows

clipboard. You can copy only entire grids and entire charts. It is not possible to copy only a portion of a grid or chart. If you would like to rearrange the order of the columns on a grid, use the Format Grid window.

You can copy from one report to another report. To do so, complete these steps:

1. Open the report from which you want to copy.

2. Select the items that you want to copy.

3. Select C

opy from the Edit menu.

4. Open the report to which you want to copy.

5. Select P

aste Selecting Paste places the item(s) currently on the

Windows

aste from the Edit menu.

clipboard to the report t hat is currently selected

in Design Mode.

elete Selecting Delete removes the currently selected item(s)

from the report.

Align Controls

Selecting Align Controls aligns multiple fields and aligns them according to the control s in the Align Control s dialog box. This option is enabled only when multiple fields are selected.

nputs Selecting Inputs starts the Select Inputs assist ant, which

is where you choose the items that wi ll be included on the report input window for this report. For instructions on how to use the Select Input s assistant,

see Chapter 6, “Edit | Inputs.”

ueries Selecting Queries starts the Create a Query assistant,

which is where you define the SQL queries that will be used to retrieve the data to be displayed on the repor t. For instructions on how to use the Create a Query assistant, see Chapter 7, “Edit | Queries.”

*Windows is a registered trademark of Microsoft Corp.

Report Designer Basics

Report Designer Menus 4-7

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Format 4

From this menu, you can edit the charts, grids , and fi elds that appear on the report. The F

Menu Item Action Ch

art Selecting Chart opens the Chart Format Options wind ow .

ield Selecting Field opens the Field Format Options window.

ormat menu has the following options:

The Chart Format Options window gives you access to the General, Axis, Data, Data Labels, Fonts, Legend, Series Labels, Title, T ype, and 3D Effects tabs for formatting charts on reports. For more information on using the Chart Format Opti ons

window, see Chapter 12, “F

The Field Format Options window is where you will choose the formats for fi elds defi ned in queries . For more information on using the Field Format Options window, see Chapter 14, “F

ormat | Field.”

ormat | Chart.”

able Selecting Table opens the Table Format Options window .

The Table Format Options window gives you access to the General, Data, Fonts, Format, Headers, Sort, and Summary tabs for formatting tables on reports. For more information on the Table Format Options window, see Chapter 13, “F

ort by Selecting Sort by opens the Table Format Options

window with the Sort tab active. The Table Format Options window gives you access to the General and Sort by tabs for formatting tables on reports. For more information on the Table Format Options window, see Chapter 13, “F

ext Selecting Text when a text item on the report is selected

opens the Text Format Options window . The Text Format Options window allows you to change the font display characteristics for the selected text. For more information on the Text Format Options window , see Chapter 15, “F

ormat | Table.”

ormat | Text.”

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Report Designer Menus 4-8

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Options 4

From this menu, you can define whether a status bar wi ll appear on the report and set the alignment of text fields to grids. The O has the following options:

Menu Item Action

tatus Bar Selecting Status Bar includes a st atus bar o n the bottom

lign To

A Grid

of the report you are designing. S when there is a check mark next to the menu item.

Selecting Align To Grid aligns the currently selected items on the report to the Design Mode grid when they are moved. The Design Mode grid is the grid that is shown on the window, behind any charts, grids, or text, when you are in Design Mode. A when there is a check mark next to the menu item.

tatus Bar is selected

lign To Grid is selected

ptions menu

Insert 4

From this menu, you can add charts, grids, fields, and text to the report. The I

nsert menu has the following options:

Menu Item Action C

hart Selecting Chart opens the Chart Assistant, which is

where you define the contents of a chart (graphical presentation of the report information). This menu item is grayed-out if no queries have been defined. For more information on using the Chart

Assistant, see Chapter 8, “I

ield Selecting Field opens the Field Assistant, which is where

you define the contents of a field to be placed on the report. For more informati on on using the Fiel d Assist ant, see Chapter 9, “I

nsert | Field.”

nsert | Chart.”

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Report Designer Menus 4-9

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Report Designer Version 8 User Guide

Menu Item Action T

able Selecting Table opens the Table Assistant, which is

where you define the contents of a table (standard CMS report presentation format ) to be placed on the report. This menu item is grayed-out if no queries have been defined. For more information on using the Table Assistant, see Chapter 10, “I

ext Selecting Text opens the Text Assistant, which is where

nsert | Table.”

you can enter plain text that will appear on the report. For more information on using the Text Assistant, see Chapter 11, “I

nsert | Text.”

Help 4

You can access Supervisor on-line help for the Report Designer from all of the windows in the Report Designer. There are three ways of accessing the help:

●

Pressing the F1 key — displays help specific to the current window.

●

Selecting the Help button ( if available) — displays help specific to the current window.

●

Selecting Help from the menu bar (shown below) — allows you to choose from the following options:

Menu Item Action

ontents Selecting Contents opens t he Help Topics:

dialog for Report Designer.

echnical

T Support

bout CentreVu

Supervisor

Selecting Technical Support opens a window that provides Technical Support information.

Selecting About CentreVu Supervisor opens the Supervisor Help About window, which shows the software version number.

Report Designer Basics

Report Designer Menus 4-10

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Report Designer Version 8 User Guide

Other Attributes of the Design Mode Window

Online Access to Database Definitions

In addition to the available menus, the Design Mode window als o makes use of the following standard

●

System Menu Box — the system menu box allows you to perform common windows conventions, such as closing the current window or application.

●

Title Bar — the title bar shows the name of the application.

●

Maximize, Minimize, and Close Buttons — these buttons adjust the size of the window, or close the window.

Report Designer provides access to online database item definitions when you are adding database items and calculations to a query. With this feature you do not have to refer to hard-copy documentation to learn about database items and calculations. To access a database item definition or calculation, do the following:

Online access to database it ems and calcul ations is l ocat ed in the Query Assistant: “Add the dat abase items and calculations for the SELECT portion of the query” window.

Windows

conventions:

1. Click on the data group item or calculation for which you want a definition.

2. Select the Data Item definition button located under the Database Items and Calculations list boxes.

Report Designer Basics

Steps Required to Create a New Report 4-11

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Report Designer Version 8 User Guide

Steps Required to Create a New Report 4

The following table lists 10 tasks you need to complete to create a custom report. If you consi stently do all of these t asks fo r each report you create, then your reports will run properly and you will be able to create them efficiently.

Things you should know before creating a new report:

●

If you are customizing the Historical Call Record Report with

CentreVu

the numerical values for DISPOSITION, and not the state names. See the document (585-210-939) for more information.

●

With the addition of the split/skill I_OL1TIME and I_OL2 TIME database items, row data will be archived for those items if the skill row spent any time in overload 1 or overload 2. If the row (skill) spent all of its time in the normal state, and has no other reason to be archived (that is, no agent staffed time, no calls handled, and so on), then it will not be archived. When creating a report thr ough

CentreVu

in order to see meaningful data.

Report Designer, the Disposition report field will display

CentreVu® CMS R3V8 Database Items and Calculations

Report Designer , data should be summed across interval s

Step Action

1. Access the Report Designer in Design Mode (Chapter 3)

Access the Report Designer so that you can design the report.

2. Define the Inputs for the Report Input Window (Chapter 6)

Define inputs for the report input window so that users can run the report using parameters they choos e (that is, what split, agent, time, date, and so on). Inputs can also be defined while you are creating a query. T o do so, select the Inputs button on the WHERE clause window.

3. Define the Queries for the Report (Chapter 7)

Define report type and rows of data from specific CMS database tables will supply data for the grids and charts on the report.

4. Insert Charts, Tables, and Fields on the Report (Chapters 8, 9, and 10)

Define what data from the queries should appear in each chart, field, or table on the report.

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Steps Required to Create a New Report 4-12

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Report Designer Version 8 User Guide

5. Enter Report Text (Chapter 15) (optional)

Enter text to provide headings for the grids and charts on the report, and to provide additi onal i nformat ion, such as t he repor t name.

6. Define Fields to Show Run Time/Date and User Inputs (Chapter 9) (optional)

Define fields on the report to show when t he report was run an d what items the report covers (as defined in the report input window).

7. Edit the Appearance of the Report (Chapter 5)

Edit a report design using the Cut options and standard

Windows

, Copy , and Paste Edit menu

drag-and-drop conventions. Editing an existing report design let s you rearrange and delete sections of the report quickly and easily.

8. Save the Report Design (Chapter 3)

Save the report you have been working on prior to testing the report.

9. Define a Report’s Properties (Chapter 4)

Define the

name

that you use both to run the report and to access the report design if you want to change the design. Define access to determine whether other users can run the

report and copy the report’s design to create their own custom reports. Define the

type

as real-time, historical, or integrated.

10. Test (Run) the Report Design (Chapter 3)

Test your report immediately after designing and saving it. Testing helps eliminate wasted time in running a report whose design is incomplete.

Report Designer Basics

Steps Required to Edit an Existing Report 4-13

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Report Designer Version 8 User Guide

Steps Required to Edit an Existing Report 4

The following table lists 11 tasks you need to complete to edit an exiting report in the Report Designer. If you consistently do all of these tasks for each report you want to edit, then your reports will run properly and you will be able to create them efficiently. The tasks are as follows:

Step Action

1. Copy an Existing Report to the Designer Category (Chapter 4)

Copy an existing report so that you start the design process with existing report headings, data fields, queries, charts, grids, and other report f eatures. When you copy a report to the Designer category, the original report remains int act and is st ill located in the original report category. You can also run a report and then select Design from the Report menu. This takes you directly into design mode, and you will be asked if you want to save the report (with a new name, in the Designer category) when you exit design mode.

2. Define a Report’s Properties (Chapter 4)

Define the access the report design if you want to change the design. Define access to determine whether other users can run the

report and copy the repor t’s design to create their own custom reports. Define the When you copy a report to the Designer category using the Report Manager , the Properti es window automatically displ ays as part of the copy process.

3. Access the Report Designer in Design Mode (Chapter 3)

Access the Report Designer so that you can design the report.

4. Edit the Appearance of the Report (Chapter 5) (optional)

Edit a report design using the Cut menu options and standard conventions. Editing an existing repor t design lets you rearrange and delete sections of the report quickly and easily.

name

that you use both to run the report and to

type

as real-time, historical, or integrated.

, Copy, and Paste Edit

Windows

drag-and-drop

Report Designer Basics

Steps Required to Edit an Existing Report 4-14

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Report Designer Version 8 User Guide

5. Define Inputs for the Report Input Window (Chapter 6) (optional)

Define inputs for the report i nput window so that user s can run the report using parameters they choose (that is, what split, agent, time, date, and so on). If you copy a report design, the

definition of that r eport’s input window is copied. You can then modify the input fields as required.

Inputs can also be defined while you are creating a query. To do so, select the Inputs button on the WHERE clause window.

6. Define the Queries for the Report (Chapter 7) (optional)

Define which rows of data from specific CMS database tables will supply data for the grid s and charts on the report. If you copy a report design, the definition s of that report’ s queries are copied. You can then modify the queries, as required.

7. Insert Charts, Tables, and Fields on the Report (Chapters 8, 9, and 10) (optional)

Define what data from the queries should appear in each chart, field, or table on the repor t. If you copy a report design, the definitions of that report’s charts, fields, and tables are copied. You can then modify the data as required.

8. Enter Report Text (Chapter 11) (optional)

Enter text to provide headings for the tables and charts on the report, and to provide additional information, such as the report name. If you copy a report design the text of that report is copied. You can then modify the text, as desired.

9. Define Fields to Show Run Time/Date and User Inputs (Chapter 9) (optional)

Define fields on the report to show when the report was run and what items the report covers (a s defined in the report input window). If you copy a report design these fields are copied. You can modify them as required.

10. Save the Report Design (Chapter 3)

Save the report you have been working on prior to testing the report.

11. Test (Run) the Report Design (Chapter 3)

Test your report immediately after designing and saving it. Testing helps eliminate wasted time in running a report whose design is incomplete.

Design Mode Basics

Introduction 5-1

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Report Designer Version 8 User Guide

5 Design Mode Basics

Introduction 5

This chapter teaches you to how to use the basic

Windows

features of the

Report Designer Design Mode window, including:

●

Copying an Item and Pasting the Item Into the Same Report

●

Copying an Item from One Report and Pasting the Item Into Another Report

●

Cutting an Item from the Report

●

Deleting an Item from the Report

●

Using Drag-and-Drop to Arrange Items on the Report

●

Resizing an Item on the Report

●

Selecting Multiple Items on the Report

●

Changing the Width of a Column in a Table

●

Changing Column Headings

●

Aligning Fields

●

Scale to Page.

*Windows is a registered trademark of Microsoft Corp.

Design Mode Basics

Copying an Item and Pasting the Item Into the Same Report 5-2

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Report Designer Version 8 User Guide

Copying an Item and Pasting the Item Into the Same Report 5

You can copy an item in one report and paste the copy into the same report. To do so, complete the following steps:

1. Open the report from which you want to copy.

2. Select the item(s) that you wan t to copy.

3. Select C

4. Select P

The item(s) is placed in the upper left-hand corner of the Design Mode window .

opy from the Edit menu, or press CTRL+C. aste from the Edit menu, or press CTRL+V.

Design Mode Basics

Copying an Item from One Report and Pasting the Item Into Another Report 5-3

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Report Designer Version 8 User Guide

Copying an Item from One Report and Pasting the Item Into Another Report 5

You can copy items from one report to another repor t. To do so, complete the following steps:

1. Open the report from which you want to copy.

2. Select the items that you want to copy.

3. Select C

4. Open the report to which you want to copy.

5. Select P Note that both reports must be open in design mode in order to

copy from one report to another report.

If you want to copy an item from a report that is not a Designer report, complete the following steps:

1. Run the report.

2. Select Design from the Report menu.

3. Copy the item to the clipboard (usi ng the steps above).

4. Select Run from the Report menu.

As long as you do not make any changes to the report, you will automatically be returned to the run mode. If you inadvertently make changes to the report, a message displays that gives you the option to save the changes. Select No if you do not want to save the changes.

opy from the Edit menu, or press CTRL+C.

aste from the Edit menu, or press CTRL+V.

Design Mode Basics

Cutting an Item from the Report 5-4

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Report Designer Version 8 User Guide

Cutting an Item from the Report 5

Selecting Cut removes the currently selected item from the report and places it on the

Windows

clipboard.

To cut an item from a report and place the information on the clipboard, complete these steps:

1. Select the item by placing your mouse cursor on the item and clicking.

2. Select Cut

from the Edit menu, or press CTRL+X.

Windows

Design Mode Basics

Deleting an Item from the Report 5-5

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Report Designer Version 8 User Guide

Deleting an Item from the Report 5

Selecting Delete permanently removes the currently selected item(s) from the report.

To delete an item from a report, complete the following steps:

1. Select the item by placing your mous e cursor on the item and clicking.

2. Select D

The item is removed from the report and is pasted on the report. If you accident ally delete a n item that y ou would like to keep on the report, you can select Undo from the Edit menu (if you

haven’t done anything else). If you do not immediately re alize that you inadvertently deleted an item, you can use the Insert menu to recreate the item.

elete from the Edit menu, or press the DELETE key.

no longer

available to be

Design Mode Basics

Using Drag-and-Drop to Arrange Items on the Report 5-6

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Report Designer Version 8 User Guide

Using Drag-and-Drop to Arrange Items on the Report 5

You can move one or more items around on a report using the drag-and-drop method. To do this, complete these steps:

1. Select an item(s) by pointing th e mouse cursor at the it em and clicking one time.

You can select additional items by holding down the CTRL key and clicking the mouse cursor on the items.

You will know when an item is selected because there will be either a frame around the item or sizing handl es will di splay on the corners of the item.

2. Hold down the left mouse button.

3. Move the mouse cursor to the position in which you would like the item to reside.

4. Let go of the mouse button.

Windows

Design Mode Basics

Resizing an Item on the Report 5-7

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Report Designer Version 8 User Guide

Resizing an Item on the Report 5

To resize an item on a report, complete the following steps:

1. Select the item by placing the mouse cursor over the item and clicking one time.

2. Place the mouse cursor over one of the sizing handles on the item.

3. Press the left mouse button.

4. Drag the mouse cursor until the item is the appropriate size.

5. Release the mouse button.

Design Mode Basics

Selecting and Moving Multiple Items on the Report 5-8

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Report Designer Version 8 User Guide

Selecting and Moving Multiple Items on the Report 5

To select multiple items on a report (for instance, to copy more than one item at a time), complete the following steps:

1. Select the first item.

2. Hold down the CTRL key.

3. Select the second item. Handles around the i tems appear.

To move the group of items on a report, complete the following steps:

1. Place the cursor within the selected items.

2. Hold down the left mouse button and drag the sele cted items to the desired area. There is a visual indication that your selected items are moving (as a group) with the cursor. As you move the selected items, an outline of the items appears and then moves with your cursor.

3. Once at the desired location, release the mouse button. The selected items appear in the desired locati on.

Design Mode Basics

Changing the Width of a Column in a Table 5-9

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Report Designer Version 8 User Guide

Changing the Width of a Column in a Table 5

You can quickly and easily change the column widths in your table while in the design mode. To change a column width, do the following:

1. Place the mouse pointer on the border between the col umn heading. The mouse pointer changes to the following shape:

2. Hold down the left mouse button and drag the column border to the left or right. The col u mn width automatically decreases or increases depending on how you moved the column border.

Design Mode Basics

Changing the Column Headings 5-10

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Report Designer Version 8 User Guide

Changing the Column Headings 5

You can quickly and easily change the column headings in your table while in the design mode. To change a column heading, do the following:

1. Click on the heading name you want to change. A dialog box appears with the current heading highli ghted.

2. Enter the new name of the heading in the Name text box.

3. Select OK.

Design Mode Basics

Aligning Fields 5-11

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Report Designer Version 8 User Guide

Aligning Fields 5

The Report Designer Edit menu has two new menu items: Alig n Contr ols and Undo Align Controls.

You can now select multiple fields and align them according to the controls in the Align Controls dialog box. In addition, you can undo the alignment if you are not satisfied with the results.The Align Controls dialog box provides six alignment choices. When you select multip le fields, an outline around the fields appears. Any alignment choice you select will align the fields withi n this outline.

Design Mode Basics

Scale to Page 5-12

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Report Designer Version 8 User Guide

Scale to Page 5

When printing a report that is too large to fit on one page, you will be prompted with a message(s) (the number of messages will depend on

how large your report is) asking if you want Report Designer’s Scale to Page function to attempt to fit your report onto one page.

Edit | Inputs

Introduction 6-1

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Report Designer Version 8 User Guide

6 Edit | Inputs

Introduction 6

This chapter teaches you about report input fields and gives you instruction on how to add, delete, and edit the input fields for a Report Designer report. The sections in this chapter are as follows:

●

About Report Input Fields

●

Adding Input Fields to the Input Window

●

Deleting Input fields from the Input Window

●

Editing the Order of Input Fields

●

Editing the Appearance of Input Fields

●

Setting Up Inputs for a Multi-ACD Report

●

Viewing the Input Window.

Edit | Inputs

About Report Input Fields 6-2

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About Report Input Fields 6

To run a report, you first access a Report I nput window. The Report Input window gives you control over what data (which spl its/skills, trunks, dates, intrahour interval s, and so on) are included in the report.

To define report input fields for a designer report, use the Define Input window. When you or another user runs the report, this input window appears with the field prompt(s) and the input fi eld(s) you defined.

You define fields for the Report Input window using the s teps desc ribed in the following pages.

In the example of an input window that is shown below, the user has entered a split number of 1, a date of 07/01/96, and intrahour intervals from 8:00 a.m. to 11:00 a.m.

Because the report this input window is associated with is a Historical Interval report, CMS will retrieve the dat a fo r the repor t from the his torical

database tables, which are designate d wi th a n “h ” (hagent , hspli t, ht runk, and so on). For more information on how CMS stores and retri e ves data, refer to Chapter 15, “How CMS Stores and Retrieves Data” and the

CentreVu® CMS R3V8 Database Items and Calculations

210-939).

document (585-

Edit | Inputs

Adding Input Fields to the Input Window 6-3

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Report Designer Version 8 User Guide

Adding Input Fields to the Input Window 6

Defining the type of an input field enables CMS to do the following when a user runs the report:

●

Check that the user’s entries are val id system values and are values CMS can use to search the database tables.

●

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

●

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

Add only inputs that are used in the report queries. If you add additional inputs (that are not used in the queries), then irrelevant information that references those inputs will display on the input window for the report.

To define the input fields for a report, complete the following steps:

1. Select Inputs from the Edit menu.

The Edit Inputs “Select input s for this report” window displays, as shown next. If you are editing an existing report, the items that already appear on the input window for the report are shown in the

nputs list. If you are creating a new report, the Inputs list is blank.

2. In the Input T

ypes list, highlight the firs t input you want to requir e for

the report. See the following table for definitions of the available Input Types.

3. Select the A

dd button.

The item displays on the Inputs list.

Edit | Inputs

Adding Input Fields to the Input Window 6-4

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Report Designer Version 8 User Guide

4. Repeat Step 2 until you have added all of the inputs required for t he report.

For this type of

input:

The user must enter the following information:

ACD An ACD number or name. Agent An agent name (as defined in the Dictionary) or

agent login ID. The Agent input field can only be a single-value input for integrated reports.

Agent group An agent group name (as defined in the

Dictionary). Use the following query: ACD=$acd and OLDEST_LOGON > 0 and LOGID in (select value from agroups where acd_no=$acd and item_name = [Agent Group:])

Agent state An agent state name (standard or new name as

defined in the Dictionary). Standard names are ACD, AUX, ACW, and so on.

Call Work Code A call work code name or number. Date A date must be entered. Dates can be entered in

region-specific format or as a relative number (for example, -7 for 7 days ago).

Extension An extension number of one to five digits (as

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

Edit | Inputs

Adding Input Fields to the Input Window 6-5

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Report Designer Version 8 User Guide

For this type of

input:

Location ID

The user must enter the f ollowing information:

A location ID can be assigned to either an agent or to a trunk equipment l ocation. For an agent, the

location ID is actually assigned to the agent’s terminal, and is associated with the

DEFINITY

port network to which the terminal is assigned. Agent location IDs are available only for reports for agents who are currently logged in. Agent location ID is part of the Agent Site Tracking feature. Trunk location IDs are assigned to the trunk equipment location, and are associated with the

DEFINITY

port network location. T runk equi pment location ID is part of the Multi-Locations feature on

DEFINITY

Location IDs are between 1 and 44 characters.

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

Number A number, which may incl ude digits to the right of

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

Split/Skill A split/skill number or name. String 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

INFORMIX

as a

CHAR column.

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 searc hing when running the report. See the following sect ion

in this chapter, “Input Fields That Allow Pattern Matching.”

Edit | Inputs

Adding Input Fields to the Input Window 6-6

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Report Designer Version 8 User Guide

For this type of

input:

Time (duration)

The user must enter the following information:

A number , including decimals, of seconds. This type applies only 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).

Time (point in time)

A specific time of day in hh:mm format, either as 24-hour time or with AM or PM appended.

Trunk A trunk name or number.

The Trunk input field can only be a single-value input for integrated reports.

Trunk group The number or name of a trunk group. Trunk state A trunk state name (standard name or new name

as defined in the Dictionary subsy stem). S t andard names are

IDLE, SEIZED, QUEUED,

and so on. NOTE: If you use Trunk state as an inpu t in an integrated report, the input must be used in a real-time query. It cannot be used in an integrated query.

VDN A Vector Directory Number of one to five digit s (as

administered for System 75/Generic 1/Generic 3) or three to five digits (a s administered for System 85/Generic 2) or a VDN name. The VDN input field can only be a single-value input for integrated reports.

Vector A vector number or name.

The Vector input field can only be a single-value input for integrated reports.

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

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

define an “Update Rate in Seconds” input field because the field is automatically inclu ded in the Report Input window.

If you are defining a historical report, you cannot and do not need to define a “Report Desti nation” i nput fie ld because t he field is automati cally included in the Report Input window.

Edit | Inputs

Adding Input Fields to the Input Window 6-7

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Report Designer Version 8 User Guide

If you are defining an integrated report, you cannot and do not need to

define a “S tart T ime” input f ield because the field is aut omatically include d in the Report Input window.

Input Fields That Allow Pattern Matching

CMS can search for values in certain dat abase items according to wild card search patterns. As a result, you can create a report that allows inputs based on character strings, plus either an asterisk (matches on

blank and all characters) or a question mark (matches on any single character).

CMS

then includes data for all items t hat match the charac ter

strings the user entered. The standard database items that allow this type of searching 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)

●

ROW_DATE (the value is a date)

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

INFORMIX

also allow this type of searching.

As an example of matching with an asterisk (*), if an input field were a

String

user could enter

type and were associated with the LOGID database item, the

, and CMS would include data for all agents wit h login IDs that start with 1 (1, 10, 1238, 190, and so on, depending on the switch's administered login length). As an example of matchi ng with a question mark (?), if an input field were a associated with the VDN database item, the user could enter

String

type and were

21?0

CMS would include data for all VDNs that 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).

, and

If you select

String

for an input field, CMS does not check a user's inputs in that field for appr opriate read permissions or valid switch parameters. If you want CMS to check permissions for a VDN input field, you must select the

VDN

field type. If you want CMS to check switch parameters for a VDN, login ID, extension, or call work code input field, you must select that field type, not

String

for a field, the user will not be able to enter Dictionary names.

String

. In addition, if you select

So, again, if you want to let the user enter VDN, login ID, or call work code names to run a report, you must select that specific field type, not

String.

Edit | Inputs

Deleting Input Fields from the Input Window 6-8

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Report Designer Version 8 User Guide

Deleting Input Fields from the Input Window 6

To delete one of the inputs you have added for a report input window, complete the following steps:

If a field is used in a query, the input cannot be removed until the query is removed or modified to eliminate the reference to the input.

1. Select Inputs from the Edit menu

2. On the Inputs t able, highlight the row of the item you want to dele te by clicking on the left-hand (numbered) column of the row.

3. Select the R

emove button.

Edit | Inputs

Editing the Order of Input Fields 6-9

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Report Designer Version 8 User Guide

Editing the Order of Input Fields 6

You can change the order in which input fields appear on the report input window by completing the following steps:

1. Select Inputs from the Edit menu

2. Add the Input Types that will appear on the input window to the Inputs table.

3. Select the entire row of th e input for which you want to change positions by clicking on the left-hand (numbered) col umn of the row.

4. Use the U one row at a time.

5. Using the Inputs list, you can edit the name of the prompt for each input field, control whether multiple values are allowed in the input field, and define the ACD with which the input will be associated.

p and Down buttons to move the entire row up or down

6. When you are finished editing the order of the input fields, select

OK.

Edit | Inputs

Editing the Appearance of Input Fields 6-10

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Report Designer Version 8 User Guide

Editing the Appearance of Input Fields 6

Using the Inputs list, you can edit the name of the prompt for each input field, control whether multiple values are allowed in the input field, and define the ACD with which the input will be associated.

When you add an item from the Input Types list to the Inputs list, the columns of the Inputs table are populated with the default values for that input item. The columns of the Inputs table are as follows:

Column Function

Type The Type column shows the input field name. You can

use the pull-down list to the right of the column to change the input in a particular row to another type.

Multi-value Select the Multi-Value check box if you want to allow

users to enter multiple values in the input field.

Edit | Inputs

Editing the Appearance of Input Fields 6-11

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Column Function

Prompt

Associated ACD

The prompt column shows the text th at will display on t he report input window for this input field. You can edit the text for the prompt by selecting the cell in the table and then typing the text that you want to display. If you want to delete the existing prompt text , use the backsp ace key to erase the letters. You can enter a name with up to 30 characters long, including blank spaces. The prompt name should describe the information (what split/skill, what date, what t ime, and so on) a user must enter in the field when orderi ng the report. For examp le, if

you want the user to enter a date, “Date” would be an appropriate prompt. However, if the user can enter more than one date in the field, “Dates” would be more appropriate.

The Associated ACD column lets you use the Current ACD or assign a specific ACD to be used for this input. The default for this c olumn is Current ACD. I f you want to allow the user to pick a specific ACD for the input field, use the pull-down list to the right of the column to select ACD. If the Associated ACD column is blank, the input cannot be associated with a specific ACD. Select Current ACD if either of the foll owing condi tions i s true:

●

You have only one ACD

●

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

Default Value

Select ACD if the people who will be running the report have read permissions for more than one ACD. Allowing the user to select the ACD for the input is most useful when you are creating a multi-ACD report.

You can define a default value for most i nput fie lds. To do this, select the browse button to the right of the column. The available values for this type of input are displayed. Highlight one and select OK. If you select a default value, the user can change the value on the input window.

Edit | Inputs

Setting Up Inputs for a Multi-ACD Report 6-12

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Report Designer Version 8 User Guide

Setting Up Inputs for a Multi-ACD Report 6

Two types of multi-ACD reports are available:

●

Multi-ACD reports that show data for multiple splits/skills on mul tipl e ACDs, and

●

Multi-ACD reports that show data for multiple VDNs on multiple ACDs.

If you are creating a multi-ACD report, you need to make sure that you set up the inputs as detail ed below so that the query for the report will work properly.

The following instructions use the spl it/skill multi-ACD report inputs as the example. To create the inputs for a VDN multi-ACD report, use these same instructions, but use the VDN input instead of the Split/Skill input.

The following instructions show you how to create t he inputs for a multiACD report that allows inputs for up to four ACDs:

1. Select Inputs from the Edit menu.

2. Select ACD from the Input Types box.

3. Select the A

dd button.

4. Repeat Steps 2 and 3 three times. The Inputs table will look like this:

5. Select Split/Skil l on the Input T ypes box.

6. Select the A

dd button.

Edit | Inputs

Setting Up Inputs for a Multi-ACD Report 6-13

CentreVu

Report Designer Version 8 User Guide

7. Repeat Steps 5 and 6 three times. The Inputs table will look li ke this:

8. For the Split/Skill(2) prompt (line 6 of the Inputs table), use the Associated ACD drop-down list to select ACD(2) as the associated ACD.

9. For the Split/Skill(3) prompt (line 7 of the Inputs table), use the Associated ACD drop-down list to select ACD(3) as the associated ACD.

10. For the Split/Skill(4) prompt (line 8 of the Inputs table), use the Associated ACD drop-down list to select ACD(4) as the associated ACD.

Edit | Inputs

Setting Up Inputs for a Multi-ACD Report 6-14

CentreVu

Report Designer Version 8 User Guide

The Inputs table looks l ike this:

11. Select OK to save the inputs for this multi-ACD report.

Lucent Technologies CentreVu Version 8 Report Designer, CentreVu Report Designer User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

About the Report Designer 1-1

1 Introduction

About the Report Wizard 1-3

Contents of This Document 1-4

Conventions Used in This Document 1-6

Related Documents 1-7

About the Report Wizard 2-1

2 Using the Report Wizard

How the Report Wizard Works

Starting the Report Wizard 2-5

Toolbar Button 2

Report Selector Window

Creating a New Report 2-7

Selecting a Report Type Page

Selecting a Report Layout Page

Defining a Report Layout Section(s)

Selecting the Table Format

Changing Input Captions

Saving the Report

Finishing the Report

Introduction 3-1

3 Using the Report Manager

About the Report Manager 3-2

Viewing or Changing a Report’s Properties 3-3

Copying a Report to the Designer Category 3-4

Copying a Designer Report to a File 3-7

Copying a Designer Report from a File 3-9

Deleting a Report from the Designer Category 3-11

Opening the Report Designer Using the Edit or New Button 3-12

Introduction 4-1

4 Report Designer Basics

Starting the Report Designer 4-2

Exiting the Report Designer 4-3

Report Designer Menus 4-4

Menu Bar

Other Attributes of the Design Mode Window

Online Access to Database Definitions

Steps Required to Create a New Report 4-11

Steps Required to Edit an Existing Report 4-13

Introduction 5-1

5 Design Mode Basics

Copying an Item and Pasting the Item Into the Same Report 5-2

Copying an Item from One Report and Pasting the Item Into Another Report 5-3

Cutting an Item from the Report 5-4

Deleting an Item from the Report 5-5

Using Drag-and-Drop to Arrange Items on the Report 5-6

Resizing an Item on the Report 5-7

Selecting and Moving Multiple Items on the Report 5-8

Changing the Width of a Column in a Table 5-9

Changing the Column Headings 5-10

Aligning Fields 5-11

Scale to Page 5-12

Introduction 6-1

6 Edit | Inputs

About Report Input Fields 6-2

Adding Input Fields to the Input Window 6-3

Deleting Input Fields from the Input Window 6-8

Editing the Order of Input Fields 6-9

Editing the Appearance of Input Fields 6-10

Setting Up Inputs for a Multi-ACD Report 6-12