Standard Reports That Cannot Be Customized; Database Items Not In Standard Reports; How Cms Stores And Retrieves Data; How Cms Stores Data - Avaya Call Management System Custom Reports

Standard reports that cannot be customized

The following standard CMS reports cannot be customized:
Real-time: Multi-ACD report
Real-time: Multi-ACD Top Agent report
Historical: Split/Skill: Status report
Historical: VDN: Status report
Historical: System: Multi-ACD by Split/Skill report (daily, weekly, monthly)
Historical: System: Multi-ACD Call Flow by VDN report
Historical: Trunk Group: Busy Hour report
Historical: VDN: Busy Hour report

Database items not in standard reports

There are many more database items than are shown in the standard CMS reports. For a
complete list and the definitions of all database items, see CMS R3V11 Database Items
and Calculations (585-780-702).

How CMS stores and retrieves data

The most important and difficult part of designing a custom report is defining the data that
goes in the report. To define custom report data, you must first understand how CMS
stores and retrieves data, as described below.

How CMS stores data

CMS stores data in the CMS database. The database is divided into 54 different tables that
can be used in custom reports. A table is an array of columns and rows that stores data for
a type of ACD element (for example, split/skill, agent, trunk, trunk group, VDN, vector, call
work code, forecasting, agent trace, call record, or exceptions) and for a specific time
frame (for example, for the current intrahour interval, for past intrahour intervals, for past
day - summarized by day, and so on). The figure below shows how a small piece of a table
(the Current Interval Agent table, in this case) might look in the database.
Standard reports that cannot be customized
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