Lucent Technologies CentreVu Custom Reports User Manual
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Lucent Technologies CentreVu Custom Reports User Manual

Lucent Technologies CentreVu Custom Reports User Manual

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CentreVu ® Call Management System

Custom Reports

585-215-822
Comcode 108501867
Issue 2
December 1996

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Summary of Contents for Lucent Technologies CentreVu Custom Reports

  • Page 1: Custom Reports

    CentreVu ® Call Management System Custom Reports 585-215-822 Comcode 108501867 Issue 2 December 1996...

  • Page 2: Issue

    Copyright 1996, 1999 Lucent Technologies You can be placed on a Standing Order list for this and other docu- All Rights Reserved ments you may need. Standing Order will enable you to automatically Printed in U.S.A. receive updated versions of individual documents or document sets, billed to account information that you provide.

  • Page 3: Table Of Contents

    CentreVu CMS Custom Reports CentreVu® Call Management System Custom Reports Table of Contents Preface . General Information . Audience Introduction Organization and Use of This Document Organization of Document . Use of Document . Conventions Used in This Document Terminology . Related Documents CentreVu CMS Publications .
  • Page 4 CentreVu CMS Custom Reports Step 6: Define the Report as Real-Time or Historical . Step 7: Save the Report Name Changing a Report’s Access or Description . Deleting a Custom Report . Using Screen Painter Editing Tools . Accessing the Screen Painter . Special Properties of the Screen Painter .
  • Page 5 CentreVu CMS Custom Reports Constants . 4-15 Calculations . 4-16 Calculation names . 4-16 Aggregate Functions . 4-18 count(*) 4-20 Data from More Than One Table 4-20 Step 3: Define the Table(s) for Calculation Names . 4-21 Step 4: Justify Data in the Field . 4-21 Step 5: Define the Field Format .
  • Page 6 CentreVu CMS Custom Reports Highlighting Fields. Defining Stationary (No-Scroll) Areas Changing a No-Scroll Area . Saving the Report Design . Testing the Report Design . Test Design Error Messages 5-10 Phase 1 Error Messages 5-10 Phase 2 Historical Error Codes . 5-14 Phase 2 Real-Time Error Codes .

  • Page 7: Preface

    Preface CentreVu CMS R3V5 Custom Reports General Information Preface General Information Audience This book is written for all CentreVu Call Management System ( CentreVu CMS) Release 3 Version 5 (R3V5) administrators and split/skill supervisors who are interested in creating custom reports. Introduction The CentreVu CMS R3V5 Custom Reports (585-215-822) document was...

  • Page 8: Organization And Use Of This Document

    Preface CentreVu CMS R3V5 Custom Reports Organization and Use of This Document Organization and Use of This Document This document takes you through creating a custom report from beginning to end, starting with Chapter 2, "Getting Started" and ending with Chapter 6, "Advanced Report Design".
  • Page 9 Preface CentreVu CMS R3V5 Custom Reports Organization and Use of This Document Chapter 3 Using Screen Painter Editing Tools Chapter 3 shows you how to: Access the Screen Painter Copy an existing report Edit a report with blocks Enter report text Save your work.

  • Page 10: Use Of Document

    Preface CentreVu CMS R3V5 Custom Reports Organization and Use of This Document For a description of the CentreVu CMS system, see the Note CentreVu CMS R3V5 Administration (585-215-820 ) document. For examples and explanations of standard reports, see the CentreVu CMS R3V5 Reports (585-215-821) document.

  • Page 11: Conventions Used In This Document

    Preface CentreVu CMS R3V5 Custom Reports Conventions Used in This Document Conventions Used in This Document The following conventions are used consistently throughout this document: Related document Includes the document number (if a publication) callouts and the book title, in italic. For example, ... See the CentreVu ™...

  • Page 12: Terminology

    Preface CentreVu CMS R3V5 Custom Reports Terminology Terminology The following terms are used throughout this book. For additional CMS definitions, please refer to the Glossary. Current Interval Represents the current intrahour interval which can be 15, 30, or 60 minutes. The current interval is part of the real-time database.
  • Page 13 Preface CentreVu CMS R3V5 Custom Reports Terminology Single-User Mode Only one person can log into CMS. Data continues to be collected if data collection is “on.” This mode is required to change some CMS administration. Subsystem Each CMS Main Menu selection (for example, Reports, Dictionary, System Setup, Exceptions, along with Timetable and Shortcut, are referred to as subsystems.)

  • Page 14: Related Documents

    Preface CentreVu CMS R3V5 Custom Reports Related Documents Related Documents There are many documents that can help you use the CentreVu CMS software to its maximum capability. The most important ones are listed below. CentreVu CMS The following documents, relevant to CentreVu CMS, have also been published.

  • Page 15: Other Useful Publications

    Preface CentreVu CMS R3V5 Custom Reports Related Documents Other Useful At times you may need to reference other documents. You need to know where the documentation that was sent with the following is kept: Publications Switch Terminals Printers † UNIX /Solaris system.
  • Page 16 Preface CentreVu CMS R3V5 Custom Reports P-10 Related Documents...

  • Page 17: Introduction To Centrevu Cms Custom Reports

    Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports General Information Introduction to CentreVu CMS Custom Reports General Information This chapter provides the following CentreVu Call Management System ( CentreVu CMS) information: Definition of a custom report Definition of the Screen Painter Tasks to create a custom report Standard CentreVu CMS reports that cannot be customized CentreVu CMS database items that are not in any standard reports, but...

  • Page 18: Custom Reports And The Screen Painter

    Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports Custom Reports and the Screen Painter Custom Reports and the Screen Painter What Is a A custom report is a report that you create and design using the Custom Reports subsystem. Like standard CentreVu CMS reports, a custom report Custom displays information about Automatic Call Distribution (ACD) activity in your Report?
  • Page 19 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports Custom Reports and the Screen Painter For historical custom reports only , the Screen Painter lets you: Merge data in a report field to include data from different ACD entities (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)

  • Page 20: Tasks To Create A Custom Report

    Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports Tasks to Create a Custom Report Tasks to Create a Custom Report There are 14 tasks you need to complete to create a custom report. If you consistently do all of these tasks for each report you create, then your reports will run properly and you will be able to create them efficiently.
  • Page 21 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports Tasks to Create a Custom Report Defining Fields for the Report Input Window (Chapter Define fields for the report input window so that users can run the report using parameters they choose (that is, what split, agent, time, date, and so on, the report is for).

  • Page 22: Reports That Cannot Be Customized

    Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports Reports That Cannot Be Customized Defining Stationary (No-Scroll) Areas (Chapter Define parts of the report that will stay in the same place in the report window even when you are scrolling up and down or right and left. You will normally define no-scroll areas for column headers, column totals, and row identifiers.

  • Page 23: Database Items Not In Standard Reports

    Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports Database Items Not in Standard Reports 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 the CentreVu CMS R3V8 Database Items and Calculations (585-210-939) document.
  • Page 24 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports How CentreVu CMS Stores and Retrieves Data SPLIT WORKMODE* ACDTIME LOGID ACDCALLS EXTENSION ....
  • Page 25 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports How CentreVu CMS Stores and Retrieves Data Figure 1-2 shows how a small piece of the Historical Intrahour Interval Split table looks. (See the seventh line from the top of the table, 509 ACDCALLS.) SPLIT ABANDONS ROWDATE...
  • Page 26 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-10 How CentreVu CMS Stores and Retrieves Data The CentreVu CMS database uses names to refer to columns of data in a table. These names are called database items in CentreVu CMS. In Figure 1-1 Figure 1-2, database items are indicated with arrows pointing...

  • Page 27: How Centrevu Cms Retrieves Data

    Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-11 How CentreVu CMS Stores and Retrieves Data How CentreVu CentreVu CMS retrieves data from the database based on three types of information you supply when you design a custom report: CMS Retrieves The name of the table(s) Data...
  • Page 28 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-12 How CentreVu CMS Stores and Retrieves Data WORKMODE ACDTIME SPLIT ACDCALLS LOGID EXTENSION ....
  • Page 29 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-13 How CentreVu CMS Stores and Retrieves Data WORKMODE ACDTIME SPLIT ACDCALLS LOGID EXTENSION 1001 3201 1002 4440 1003 3002 Rows where 1004 3003 SPLIT 1005 4003 1006 5671 1007 7835 1008 6666...
  • Page 30 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-14 How CentreVu CMS Stores and Retrieves Data Actually, when you design a custom report, you normally set up the Note row selection so that the users running the report can choose the rows in the report's input window.
  • Page 31 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-15 How CentreVu CMS Stores and Retrieves Data SPLIT ABANDONS ROWDATE ABNTIME ACDCALLS ACDTIME STARTTIME ....
  • Page 32 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-16 How CentreVu CMS Stores and Retrieves Data CentreVu CMS then finds the appropriate rows of data (see the boxed rows Figure 1-9). SPLIT ABANDONS ROWDATE ABNTIME ACDCALLS ACDTIME INTERVAL .
  • Page 33 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-17 How CentreVu CMS Stores and Retrieves Data The data that CentreVu CMS plugs into the report is the data found in the intersection of the selected database items and columns. Thus, the report shows data as follows: Split: 1 Date: 07/02/93...
  • Page 34 Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports 1-18 How CentreVu CMS Stores and Retrieves Data...

  • Page 35: Getting Started

    Getting Started CentreVu CMS Custom Reports General Information Getting Started General Information This chapter tells you how to perform the following tasks in CentreVu Call Management System ( CentreVu CMS): Define a custom report’s name, access, and type (the first task in designing a custom report) Change a custom report’s access or description Delete a custom report.

  • Page 36: Defining A Report's Name, Access, And Type

    Getting Started CentreVu CMS Custom Reports Defining a Report’s Name, Access, and Type Defining a Report’s Name, Access, and Type Use the steps in this section to define a new custom report’s: Name Access Type. These are the first steps in designing a new custom report. If you are a CentreVu CMS administrator, you can also specify the Note owner of the report you are defining (see...

  • Page 37: Step 2: Assign A Name To The Report

    Getting Started CentreVu CMS Custom Reports Defining a Report’s Name, Access, and Type Figure 2-2: The Report Select Window Step 2: Assign Enter a name for your report in the Report name field. The name can have up to 20 characters, including blanks. Because the name you give your a Name to the report must be unique, you may want to look at existing custom report names Report...

  • Page 38: Step 3: Enter A Report Description

    Getting Started CentreVu CMS Custom Reports Defining a Report’s Name, Access, and Type 2d. Check the list to ensure that the name you want to give your report has not already been used. If you are creating a global report, its name must be different from any name in the list.

  • Page 39: Step 4: Define The User Id

    Getting Started CentreVu CMS Custom Reports Defining a Report’s Name, Access, and Type Your description should be detailed enough to describe the report’s contents accurately. Do not use the following characters: Warning backslash semicolon ’ grave accent tilde “ double quotes pipe asterisk question mark...

  • Page 40: Step 6: Define The Report As Real-Time Or Historical

    Getting Started CentreVu CMS Custom Reports Defining a Report’s Name, Access, and Type If you select global, your report’s name must be different from the name of any other custom report — global or private. Private access to the report means that only you (and the CentreVu CMS administrator(s)) can run the report.

  • Page 41: Step 7: Save The Report Name

    Getting Started CentreVu CMS Custom Reports Defining a Report’s Name, Access, and Type Step 7: Save Successful appears on the 1. Press the key, select Add, Return the Report and press the key again. status line. If CentreVu CMS Return Name will not add the report name because the name is not...

  • Page 42: Changing A Report's Access Or Description

    Getting Started CentreVu CMS Custom Reports Changing a Report’s Access or Description Changing a Report’s Access or Description You cannot change a report’s name, type, or owner once you have Note added the report. Instead, you must create a new report with the desired name, type, or owner, and then copy the design of the old report to the new report.

  • Page 43: Deleting A Custom Report

    Getting Started CentreVu CMS Custom Reports Deleting a Custom Report Deleting a Custom Report You cannot delete another user’s custom reports unless you are a Note CentreVu CMS administrator. 1. On the Report Select window, A List All window displays a list complete the fields you wish to of all global and private custom reports for the specified type...
  • Page 44 Getting Started CentreVu CMS Custom Reports 2-10 Deleting a Custom Report...

  • Page 45: Using Screen Painter Editing Tools

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Accessing the Screen Painter Using Screen Painter Editing Tools Accessing the Screen Painter To design your CentreVu Call Management System ( CentreVu CMS) custom report, use the Screen Painter (Figure 3-1). On the Screen Painter, you can enter report text, data fields, and data bars in a layout that closely resembles the layout of the actual report.

  • Page 46: Special Properties Of The Screen Painter

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Accessing the Screen Painter Special On the Screen Painter, cursor movement, scrolling, and data entry all differ from those operations in normal CentreVu CMS windows. Properties of the Screen Painter Moving the Since the Screen Painter has no predefined fields, you can freely move the cursor around the interior of the Screen Painter with the following keys: Cursor on the...

  • Page 47: The Screen Painter Size

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Accessing the Screen Painter The Screen The Screen Painter allows you to create a report design with maximum dimensions as follows: Painter Size A horizontal size of 132 columns (character spaces) A vertical size of 25 lines.

  • Page 48: Scrolling The Screen Painter

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Copying an Existing Report Design Scrolling the The Screen Painter scrolls automatically when the cursor hits the left, right, top, or bottom border. The Screen Painter scrolls one column or one line at a Screen Painter time when you use the arrow keys, but scrolls eight columns at a time when you use...
  • Page 49 Using Screen Painter Editing Tools CentreVu CMS Custom Reports Copying an Existing Report Design then modifying, an existing report design is usually the quickest, easiest method for designing a custom report. You can copy standard report designs or custom report designs. You can also copy more than one report design into a single custom report.

  • Page 50: Step 1: Access The Get Copy Window

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Copying an Existing Report Design Step 1: Access The Get Copy window On the Screen Painter, select the Get the Get Copy copy of design action list option. appears. Window Figure 3-3: The Get Copy Window Step 2: Enter a In the Report name field, enter the name of the report you want to copy.

  • Page 51: Step 3: Enter A User Id

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Copying an Existing Report Design Step 3: Enter a In the User ID field, enter a user ID only if one of the following is true: User ID You are a CentreVu CMS administrator and you want to copy another user’s private report.

  • Page 52: Editing A Report With Blocks

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Editing a Report with Blocks Figure 3-4: Case Study Sample — Copy of a Report Design (Using Get copy) If part of the report you are copying overlaps existing text or fields on Note the Screen Painter, CentreVu CMS does not copy that part of the report to the Screen Painter.

  • Page 53: Erasing A Block

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports Editing a Report with Blocks Erasing a Block Prior to completing a block erase, you can press to cancel the Ctrl Note erasure. 1. On the Screen Painter, place the The cursor returns to its original position, and the cursor in a position where you want one corner of the block to...

  • Page 54: Moving A Block

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports 3-10 Editing a Report with Blocks 4. Enter y, and press All fields and text within the Return block disappear. Figure 3-6: Sample Case Study — Erasing the Block Moving a Block Prior to completing a block move, you can press to cancel the...
  • Page 55 Using Screen Painter Editing Tools CentreVu CMS Custom Reports 3-11 Editing a Report with Blocks Figure 3-7: Sample Case Study — Defining a Block to Move In our case study, we want to keep the ACW time column, but we Note want to move it over to the left next to the other report items we want to keep.
  • Page 56 Using Screen Painter Editing Tools CentreVu CMS Custom Reports 3-12 Editing a Report with Blocks Figure 3-8: Case Study Sample — Completing a Block Move When the block moves to its new location, the block’s text or fields cannot overlap any other text or fields. If you do try to move a block to a location where it will overlap existing text or fields, an error message displays in the status line.

  • Page 57: Copying A Block

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports 3-13 Entering Report Text Copying a Block Prior to completing a block copy, you can press to cancel the Ctrl Note copy. 1. On the Screen Painter, place the The cursor returns to its original position, and the cursor in a position where you want one corner of the block to...

  • Page 58: Saving Your Work

    Using Screen Painter Editing Tools CentreVu CMS Custom Reports 3-14 Saving Your Work To enter text, simply position the cursor where you want the text and type the characters. You can use the space bar to create spaces and to delete text. You can also simply overtype existing text with new text.

  • Page 59: Defining The Data For A Custom Report

    Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window Defining the Data for a Custom Report Defining Fields for the Report Input Window To run a standard CentreVu Call Management System ( CentreVu CMS) report, you first access a Report Input window (see Figure 4-1).

  • Page 60: Step 1: Access The Define Input Window

    Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window Step 1: Access The Define Input window On the Screen Painter, select the the Define Define input action list option. appears. Input Window Figure 4-2: The Define Input Window (with Sample Inputs) Step 2: Define Enter a name of up to eight alphanumeric characters in the Variable...
  • Page 61 Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window You cannot List all or Find one in the Define Input window by searching on multiple fields. For a Find one search, CentreVu CMS uses only the entry in the Variable name field.

  • Page 62: Step 3: Enter A Field Prompt

    Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window Step 3: Enter a In the Prompt field, enter a name of up to 50 characters to appear next to the input field on the Report Input window. Because you can use blanks, your Field Prompt prompt can be more than one word.

  • Page 63: Step 6: Provide A Default Value For The Field

    Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window Step 6: Enter a value in the Default field of up to 50 characters. This value appears in the input field when the user first accesses the Report Input Provide a window.
  • Page 64 Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window Table 4-1: Report Input Field Types Type Description The user must enter an ACD number or name (as defined in the Dictionary subsystem).

  • Page 65: Input Fields That Allow Pattern Matching

    Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window Table 4-1: Report Input Field Types — Continued Type Description Trunk state The user must enter a trunk state name (standard name or new name as defined in the Dictionary subsystem).

  • Page 66: Step 8: Associate An Acd With The Variable Field

    Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window 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 *, if an input field were a String type and were associated with the LOGID database item, the user could enter 1*, and CentreVu CMS would include data for all agents with login IDs that start with 1 (1, 10, 1238, 190, and so on, depending on the switch’s administered...

  • Page 67: Step 9: Save A Variable Input Field

    Defining the Data for a Custom Report CentreVu CMS Custom Reports Defining Fields for the Report Input Window Using a variable name for the associated ACD is most useful when you are creating a multi-ACD report. Select Variable name only if the user(s) who will run the report Note has read permission for more than one ACD.

  • Page 68: Defining The Order In Which Input Fields Appear

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-10 Defining Fields for the Report Input Window Defining the On the Report Input window, CentreVu CMS displays your input fields in the same order you defined them in. However, you have the option of changing Order in Which this order.

  • Page 69: Changing Report Input Fields

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-11 Defining Report Fields Changing The Define Input window 1. On the Screen Painter, select the Report Input Define input action list option. appears. Fields 2. Enter the desired name in the The defined characteristics of Variable name field, and select the variable name appear.

  • Page 70: What The X's, V's, And H's Mean In A Field

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-12 Defining Report Fields What the x’s, If you copy the design of an existing report, the field(s) on the Screen Painter appears filled with x’s, v’s, or h’s. v’s, and h’s x’s indicate that the field is discrete .

  • Page 71: Step 1: Define The Position And Length Of A Field

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-13 Defining Report Fields Step 1: Define The cursor returns to its 1a. On the Screen Painter, position the Position the cursor where you want a field original position, and the and Length of to begin, and select Field from following message appears :...

  • Page 72: Step 2: Define The Field's Data Expression

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-14 Defining Report Fields Step 2: Define In the Select field (shown in Figure 4-5), enter a data expression to tell CentreVu CMS two things: the Field’s What table column(s) should supply data to the field. Data Expression How to manipulate that data.

  • Page 73: Constants

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-15 Defining Report Fields Appendix A for a description of database tables and items including the exceptions, forecast, and login/logout tables. See Chapter 6, "Advanced Report Design", for more information about custom reports that include exceptions and forecast data.

  • Page 74: Calculations

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-16 Defining Report Fields Calculations A calculation is a combination of database items and arithmetic operators. You can also include constants in a calculation. The arithmetic operators are: subtract multiply divide perform first...
  • Page 75 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-17 Defining Report Fields 100*((I_ACDTIME+I_ACWTIME)/I_STAFFTIME), but do not want to include the ACWTIME in the calculation, then you can change the calculation in the Dictionary subsystem so that <PERCENT_ACD_TIME> represents 100*(I_ACDTIME/I_STAFFTIME).

  • Page 76: Aggregate Functions

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-18 Defining Report Fields Then, you can enter the table name csplit in the Table for calculation field. You should not add table names to your custom calculations in the Caution Dictionary subsystem.
  • Page 77 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-19 Defining Report Fields SPLIT ABANDONS DATE ABNTIME ACDCALLS ACDTIME STARTTIME 070193 1000 19768 070193 1000 9786 070193 1100 33389 070193 1100 26789 070193 1100 12530 37651 1452 070293 0800 070293 0800...

  • Page 78: Count(*)

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-20 Defining Report Fields The avg aggregate function retrieves the average of all values found over the time frame of the report. Using the sample table in Figure 4-6, if you enter for a field and run the report for Split 1 for all avg(ACDCALLS)

  • Page 79: Step 3: Define The Table(S) For Calculation Names

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-21 Defining Report Fields Step 3: Define Enter a table name in the Table for calculations field only if you entered a calculation name in the Select field. The table name tells the Table(s) for CentreVu CMS in what table to look for the database items in the calculation.

  • Page 80: Step 5: Define The Field Format

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-22 Defining Report Fields Step 5: Define Enter an x to select an item in the Field Format list. You must also complete the field associated with the list item. the Field The format type and the format you specify in the associated field tell Format...
  • Page 81 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-23 Defining Report Fields Select String for those database items whose data String CentreVu CMS identifies as character strings, not numbers. (Each of these items is identified as being a CHAR column type in INFORMIX terminology.) Even though these items store numbers, CentreVu CMS searches for values as if the items stored nonnumeric symbols and alphabetic words, as...
  • Page 82 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-24 Defining Report Fields Table 4-3: Synonym Types for Report Fields Report Field Type Database Item ACD Entities agname LOGID tkgrp TKGRP split SPLIT vector VECTOR aux_rsn AUXREASON logout_rsn LOGOUTREASON Agent States workmode...
  • Page 83 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-25 Defining Report Fields Select Time (duration) if the field expression will Time display a length of time. You must also enter a time format (duration) with the appropriate punctuation. Durations (for example, ACDTIME) are stored as a number of seconds.
  • Page 84 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-26 Defining Report Fields Select Time (point in time) if the field expression will Time display a point in time (for example, 10:34am). Enter a time (point in format with the appropriate punctuation. time) You can use one of the following formats: Table 4-5: Point-In-Time Formats for Report Fields...

  • Page 85: Step 6: Save The Field Definition

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-27 Defining Bars in a Report Step 6: Save The Field window disappears, Select the Save action list option. the Field and Successful appears in Definition the Screen Painter’s status line to indicate the field definition has been added.

  • Page 86: What The X's, V's, And H's Mean In A Bar

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-28 Defining Bars in a Report You may want a report to display data as bar graphs instead of numbers. Defining a bar or bars in a report is similar to defining fields, except in the way you define the format.
  • Page 87 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-29 Defining Bars in a Report 1b. Move the cursor using the arrow A question mark (?) appears keys to define the length and in the upper left corner of the bar.

  • Page 88: Step 2: Define The Bar's Data Expression

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-30 Defining Bars in a Report Step 2: Define Enter a data expression in the Select field to tell CentreVu CMS two things: the Bar’s Data What table column(s) should supply data to the bar Expression How to manipulate that data.

  • Page 89: Step 5: Define The Bar Scale

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-31 Defining Bars in a Report Step 5: Define Enter an x to select an option in the Scale list. the Bar Scale Scale with tick marks The scale appears in the report as a line, segmented by evenly spaced marks (see Figure 4-8).
  • Page 90 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-32 Defining Bars in a Report Bar With Scale With Scale Without No Scale Tick Marks Tick Marks 04/19/95 00:30 AM CentreVu(TM) CMS Windows: 2 of 5 ^ Custom Reports: Historical: split status Tick Mark % Within...

  • Page 91: Step 6: Define The Maximum Graph Value

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-33 Defining Bars in a Report Step 6: Define Enter an x in the Maximum Graph Value list to select either a fixed or variable maximum graph value. The maximum graph value is the value that the Maximum the bar represents when the bar is at its maximum length or height (see Graph Value...

  • Page 92: Step 7: Define The First Threshold

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-34 Defining Bars in a Report Step 7: Define Enter an x in the First threshold list to select a fixed threshold, variable threshold, or no threshold. The first threshold identifies the point at the First or above which the bar changes color —...

  • Page 93: Step 9: Select Normal Or Reversed Thresholds

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-35 Defining Bars in a Report Step 9: Select Enter a y or n to select reversed threshold colors or normal threshold colors. n means the bar changes to a caution color at the first threshold and Normal or change to a warning color at the second threshold.

  • Page 94: Step 10: Save The Bar Definition

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-36 Defining Bars in a Report Step 10: Save The Bar window disappears, Select the Save action list option. the Bar and Successful appears in Definition the Screen Painter status line to indicate the bar definition has been added.

  • Page 95: Defining The Rows Of Data For A Report

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-37 Defining the Rows of Data for a Report Defining the Rows of Data for a Report To complete the definition of a report’s fields/bars, you must define the rows of the table(s) that supply data to the fields/bars.

  • Page 96: Step 2: List The Report Input Variables

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-38 Defining the Rows of Data for a Report Figure 4-11: The Row Search Window Step 2: List the 2a. Select the List inputs action The List Inputs window Report Input appears.

  • Page 97: Step 3: Select A Row Search Id

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-39 Defining the Rows of Data for a Report Step 3: Select Enter a number from 0 to 9 in the Row search ID field. The ID identifies the set (or one of the sets) of row search conditions you are using in the a Row Search report.
  • Page 98 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-40 Defining the Rows of Data for a Report The CentreVu CMS database table names are in the following tables. Table 4-6: Real-Time Table Names Name Data Stored csplit Split/Skill data for the current interval.
  • Page 99 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-41 Defining the Rows of Data for a Report Table 4-7: Historical Table Names — Continued Name Data Stored dtkgrp Trunk group data summarized by day. wtkgrp Trunk group data summarized by week. mtkgrp Trunk group data summarized by month.

  • Page 100: Step 5: Select Rows In The Table(S)

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-42 Defining the Rows of Data for a Report Step 5: Select In the Select rows where: field, enter a selection criteria statement to tell CentreVu CMS how to select data from the table. The statement specifies Rows in the value(s) for one or more database items or calculations.
  • Page 101 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-43 Defining the Rows of Data for a Report As an example of a basic “where” clause, if you are creating a real-time report using data from the Current Interval Split table and you have defined three report fields for the report: Split: (the SPLIT database item) ACD Calls: (the ACDCALLS database item)

  • Page 102: Where" Clause With Variable

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-44 Defining the Rows of Data for a Report “Where” Clause The previous examples create hardcoded row search conditions. That is, when you run the report, CentreVu CMS always searches for the values you with Variable entered in the “where”...

  • Page 103: Where" Clause With A Range/List Variable

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-45 Defining the Rows of Data for a Report “Where” Clause If a variable name, as defined in the Define Input window, has been assigned the Range/list option, your “where” clause must use the equals sign (=) with with a the variable name.

  • Page 104: Step 6: Select A Field/Bar Type

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-46 Defining the Rows of Data for a Report Step 6: Select Enter an x to select one of the following field/bar types. a Field/Bar Discrete Type Select the Discrete type if CentreVu CMS will find only one value for each report field/bar to which you are assigning this Row Search ID.
  • Page 105 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-47 Defining the Rows of Data for a Report If you select Repeated horizontally, you must also enter a number in the Spacing field. This number tells CentreVu CMS how many characters to move horizontally from the beginning of one value to the beginning of the next.

  • Page 106: Step 7: Select A Sort Type

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-48 Defining the Rows of Data for a Report Step 7: Select Enter an x to select either ascending or descending order for values of the database item(s) in the Order by field. Ascending order means CentreVu a Sort Type CMS displays data from the lowest to the highest values.

  • Page 107: Step 8: Select A Sort Order For Data

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-49 Defining the Rows of Data for a Report Step 8: Select Enter a database item (with its table name) in the Order by field to specify how multi-row data should be sequenced in the report. CentreVu CMS a Sort Order orders the rows of data by the values for the database item.
  • Page 108 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-50 Defining the Rows of Data for a Report If you leave the Order by field blank, CentreVu CMS displays data in the report using the same sequence CentreVu CMS uses to store the data in the table.

  • Page 109: Step 9: Save Your Row Search Conditions

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-51 Defining the Rows of Data for a Report Step 9: Save Successful appears in Select the Modify action list option. Your Row the window’s status line to Search indicate the Row Search conditions have been Conditions...
  • Page 110 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-52 Defining the Rows of Data for a Report 5. Move the cursor using the The cursor defines a block on , or arrow keys. If the your terminal in inverse video Shift (or color).
  • Page 111 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-53 Defining the Rows of Data for a Report 04/19/95 00:30 AM CentreVu(TM) CMS Windows: 2 of 5 ^ Custom Reports: Screen Painter: split status: Hist Split: Sales-West 82.00 100% Figure 4-18: Sample Report with Discrete Field and Bar If your row search conditions specify vertically repeated fields/bars, assigned...
  • Page 112 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-54 Defining the Rows of Data for a Report 04/19/95 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^ Custom Reports: Screen Painter: split status: Hist Split: Sales-West Date: 06/08/93 Interval Percent Within Service Level 100%...

  • Page 113: Changing Row Search Conditions

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-55 Defining the Rows of Data for a Report A report with the design in Figure 4-21 might appear as shown in Figure 4-22. 07/19/93 00:30 AM CentreVu(TM) CMS Windows: 2 of 5 ^ Custom Reports: Screen Painter: split status: Hist Split: Sales-West...

  • Page 114: Changing The Row Search-Field Assignment(S)

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-56 Defining Fields to Show Run Time/Date and User Inputs Changing the To change the row search ID assigned to a particular field, you must first disassociate the field from the row search ID. You do this using the Remove Row Search- fields action list option.

  • Page 115: Step 1: Access The Variable/Time/Date Window

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-57 Defining Fields to Show Run Time/Date and User Inputs CentreVu CMS knows what your current ACD is when you order the report and can display the current ACD name or number on the report. To display the report’s run-time, run-date, or the current ACD when you ordered the report, you must define a field using the Var/Time/Date window (Figure...
  • Page 116 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-58 Defining Fields to Show Run Time/Date and User Inputs 2a. Enter an x to select a display type. You must also complete the associated field. The display options are: Select this option to display the date you ran the report.
  • Page 117 Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-59 Defining Fields to Show Run Time/Date and User Inputs Table 4-9: Time Formats Military time, either to the second or to HH:mm:ss the minute. HH:mm 12-hour clock time, with AM or PM hh:mm:ssam attached, either up to the second or up to the minute.

  • Page 118: Step 3: Save The Var/Date/Time Field

    Defining the Data for a Custom Report CentreVu CMS Custom Reports 4-60 Saving Your Work Step 3: Save Select Save. The Var/Time/Date window disappears. CentreVu CMS marks the field in one of the following ways: Var/Date/Time For a date , the format you defined is displayed (for Field example, mm/dd/yy ).

  • Page 119: Completing Your Custom Report

    Completing Your Custom Report CentreVu CMS Custom Reports Highlighting Fields Completing Your Custom Report Highlighting Fields For each individual CentreVu Call Management System ( CentreVu CMS) custom report, you can administer how the screen displays the colors and brightness levels of the text, data and background. You can also administer color, brightness level, reverse video, and underlining to emphasize individual fields and text in the report.
  • Page 120 Completing Your Custom Report CentreVu CMS Custom Reports Highlighting Fields Figure 5-1: The Add Highlights Window 4. Select the highlighting options you want. The highlighting options are: Select one: Default Reflects the text and background settings administered for this terminal. Blinking Causes the text/data in the defined area to blink (continuous alternation between dim and normal...
  • Page 121 Completing Your Custom Report CentreVu CMS Custom Reports Highlighting Fields Select any you wish: Reverse This setting causes brightness/color settings for text and background to be reversed. For example, for an video amber monochrome terminal, reverse video makes the background amber and the text/data black. For a color terminal set for white text on blue background, reverse video makes the background white and the text blue.

  • Page 122: Defining Stationary (No-Scroll) Areas

    Completing Your Custom Report CentreVu CMS Custom Reports Defining Stationary (No-Scroll) Areas Defining Stationary (No-Scroll) Areas Many standard reports are bigger than the available space on your terminal. As a result, when you display the report on your terminal, you must scroll the window to see all the data, either down or to the side.
  • Page 123 Completing Your Custom Report CentreVu CMS Custom Reports Defining Stationary (No-Scroll) Areas In your custom report, you may wish to assign areas as no-scroll areas. You can assign one no-scroll area on the left side of the report and one no-scroll area at the top of the report.

  • Page 124: Changing A No-Scroll Area

    Completing Your Custom Report CentreVu CMS Custom Reports Defining Stationary (No-Scroll) Areas Changing a The cursor returns to a 1. On the Screen Painter, select No-Scroll Area position at the edge of the top Upper/left no-scroll. and/or left no-scroll areas. The following message appears on the status line: Move the cursor down...

  • Page 125: Saving The Report Design

    Completing Your Custom Report CentreVu CMS Custom Reports Saving the Report Design Saving the Report Design Before you exit the Screen Painter, you must save your report design. If you do not save the design, all the work you did since accessing the Screen Painter will be lost, including any work you did with secondary windows.

  • Page 126: Testing The Report Design

    Completing Your Custom Report CentreVu CMS Custom Reports Testing the Report Design Testing the Report Design Instead of running a report and having it fail because you had errors in your design, you can test the design directly from the Screen Painter. Testing your report design regularly can save you time.
  • Page 127 Completing Your Custom Report CentreVu CMS Custom Reports Testing the Report Design Figure 5-4: Sample Test Design Input Window 2. Complete the fields on the A list of the row search conditions appears Report Input window, and select (Figure 5-5), with a list of any Test select.

  • Page 128: Test Design Error Messages

    Completing Your Custom Report CentreVu CMS Custom Reports 5-10 Test Design Error Messages 3. If you have errors, then do the following: Note the errors Press the Exit Fix any errors Select Test design again Repeat Steps 1 and 2. For real-time reports the link to the switch must be up for the Note current ACD, and there must be data for the particular item you...
  • Page 129 Completing Your Custom Report CentreVu CMS Custom Reports 5-11 Test Design Error Messages Table 5-1: Phase 1 Error Messages — Continued Cause: You cannot specify both aggregate columns and nonaggregate columns in the same select for real-time reports. Solution: Create two identical row search conditions and apply one to the aggregate columns and one to the nonaggregate columns.
  • Page 130 Completing Your Custom Report CentreVu CMS Custom Reports 5-12 Test Design Error Messages Message: CMS system error - Updating translations Cause: CentreVu CMS cannot test the row search criteria while CentreVu CMS is receiving the set of configuration data from the switch. Solution: Wait until configuration data has been sent.
  • Page 131 Completing Your Custom Report CentreVu CMS Custom Reports 5-13 Test Design Error Messages Table 5-1: Phase 1 Error Messages (Contd) Message: keyword AVG invalid in where clause Cause: You cannot use the keyword AVG in row search criteria. Solution: Remove the keyword AVG from the row search criteria. Message: keyword BETWEEN invalid for real-time Cause:...

  • Page 132: Phase 2 Historical Error Codes

    Completing Your Custom Report CentreVu CMS Custom Reports 5-14 Test Design Error Messages Phase 2 This section contains the INFORMIX error codes most likely to appear for CentreVu CMS historical reports. Each code includes a description of the Historical error and the recommended corrective action. Error Codes These errors are reported in the following format: INFORMIX error: <error number>...
  • Page 133 Completing Your Custom Report CentreVu CMS Custom Reports 5-15 Test Design Error Messages Table 5-2: Phase 2 Historical Error Codes — Continued —206 Description: The specified table name is not in the database. Solution: Check the spelling of the table name in your statement.
  • Page 134 Completing Your Custom Report CentreVu CMS Custom Reports 5-16 Test Design Error Messages Table 5-2: Phase 2 Historical Error Codes — Continued —280 Description: Total size of ORDER BY columns exceeds 120 bytes. Solution: Reduce the number of columns included in the ORDER BY clause so that the total number of characters is less than or equal to 120 (perhaps delete a CHAR column of 30 or more characters).
  • Page 135 Completing Your Custom Report CentreVu CMS Custom Reports 5-17 Test Design Error Messages Table 5-2: Phase 2 Historical Error Codes — Continued —309 Description: ORDER BY database item must be included in a report field to which the row search ID is assigned. Solution: Check that database items included in the ORDER BY clause appear in the report and are assigned to row search ID.
  • Page 136 Completing Your Custom Report CentreVu CMS Custom Reports 5-18 Test Design Error Messages Table 5-2: Phase 2 Historical Error Codes — Continued —1203 Description: Values used in a MATCH must both be type CHARACTER. Solution: Check that the values included in your MATCH condition are both CHAR types.

  • Page 137: Phase 2 Real-Time Error Codes

    Completing Your Custom Report CentreVu CMS Custom Reports 5-19 Test Design Error Messages Phase 2 Real- This section contains the Real-Time Database Manager error codes. Each code includes a description of the error and a recommended solution. Time Error These errors are reported in the following format: Codes CMS Database Manager error: <error number>...

  • Page 138: Running Custom Reports

    Completing Your Custom Report CentreVu CMS Custom Reports 5-20 Running Custom Reports Table 5-3: Phase 2 Real-Time Error Codes — Continued —7 Description: Bad index in order by clause. Solution: Order by clause has to have a column in the “select” clause or a number that indicates a position of the column in the “select”...
  • Page 139 Completing Your Custom Report CentreVu CMS Custom Reports 5-21 Running Custom Reports field. For historical reports, the Report Input window automatically shows report destination fields. 1. Select the Custom Reports The Custom Reports submenu Main Menu option. appears. 2. Select either the Real-time or A submenu of custom reports, either real-time or historical, Historical submenu option.
  • Page 140 Completing Your Custom Report CentreVu CMS Custom Reports 5-22 Running Custom Reports...

  • Page 141: Advanced Report Design

    Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table Advanced Report Design Creating a Custom Data Table The section of the CentreVu Call Management System ( CentreVu CMS) database that stores historical ACD data uses the INFORMIX SQL (ISQL) Relational Database Management System.
  • Page 142 Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table If you back up data using the Maintenance — Backup Data window, Caution the data stored in custom INFORMIX tables will be saved, but the custom table definitions (table names, column names, data types, and so on) will not be saved.

  • Page 143: Step 1: Access The Centrevu Cms Database In Informix

    Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table Step 1: Access To access the CentreVu CMS database in INFORMIX , use the following steps: the CentreVu CMS Database 1a. Press the SLK. The Commands submenu Commands appears.

  • Page 144: Step 2: Build The Table

    Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table Step 2: Build In INFORMIX , you can select menu items in one of two ways: the Table Use the arrow keys ( ) to move the cursor to the menu option. Then, press Return Type the first character of the menu option.
  • Page 145 Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table CREATE TABLE >> Enter the table name you wish to create with the schema editor. ------------------ cms --------------------- Press CTRL-W for Help -------- The Create Table menu 2d. Type a name of up to 18 characters for the table you are building.
  • Page 146 Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table The Add Type screen 2f. Type a name of up to 18 characters for the column you are adding. If appears. desired, you can use names of standard CentreVu CMS database items only if you enter the name in lowercase letters in the Dictionary subsystem.
  • Page 147 Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table Table 6-1: Data Types Char Character (CHAR) columns store any combination of letters, numbers, and symbols. Number Numeric columns store numbers. The numbers stored can be one of the following five types: —...
  • Page 148 Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table 2g. Select the type of data that the field The additional prompts that appear differ depending on will store. your selected data type. 2h. Complete the definition of the When you have responded column by responding to the to all of the prompts for the...
  • Page 149 Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table Table 6-2: Prompts for INFORMIX Data Types — Continued Prompt What to Do Enter y if you want to allow the column to have NULLS rows with no values (versus requiring values). For example, if your table is a list of customer data and the column you are adding is for the customer’s employer, you might want to allow the NULL value...
  • Page 150 Advanced Report Design CentreVu CMS Custom Reports 6-10 Creating a Custom Data Table ALTER TABLE c_workcode : Modify Drop Screen Exit Adds columns to the table above the line with the highlight. ------ Page 1 of 1 --------- cms -------- Press CTRL-W for Help -------- Column Name Type Length...

  • Page 151: Step 3: Add Data To The Table

    Advanced Report Design CentreVu CMS Custom Reports 6-11 Creating a Custom Data Table Step 3: Add To help you add data to the table, you must first create a data entry form associated with your table. For more information about forms, see “Creating Data to the Your Own Forms”...
  • Page 152 Advanced Report Design CentreVu CMS Custom Reports 6-12 Creating a Custom Data Table The Table-selection- 3d. Enter the name of the table you want to enter data for, and press complete menu appears. Return GENERATE FORM: Table-selection-complete Select-more-tables Exit Continue creating a default form with the selected tables. ----------------- cms ----------------- Press CTRL-W for Help -------- 3e.
  • Page 153 Advanced Report Design CentreVu CMS Custom Reports 6-13 Creating a Custom Data Table The cursor moves to the first 3h. Select Add. column in the table. 3i. Enter data for the first column of the The cursor moves to the table, and press the key.

  • Page 154: Modifying A Table

    Advanced Report Design CentreVu CMS Custom Reports 6-14 Creating a Custom Data Table Modifying a Use the following steps to add, change, or delete columns in an existing table. Table 1. On the INFORMIX Main Menu, The Select Database screen appears. select Table.
  • Page 155 Advanced Report Design CentreVu CMS Custom Reports 6-15 Creating a Custom Data Table 2. Select YES to remove the column. The column disappears, and the ALTER TABLE menu appears. The Build-new-table menu 3. At the ALTER TABLE menu, select Exit when you are finished appears.

  • Page 156: Changing Data In A Table

    Advanced Report Design CentreVu CMS Custom Reports 6-16 Creating a Custom Data Table Changing Data Use the following steps to add, change, or delete data in an existing table. in a Table 1. On the INFORMIX Main Menu, The FORM menu appears. select Form.

  • Page 157: Changing Rows Of Data In A Table

    Advanced Report Design CentreVu CMS Custom Reports 6-17 Creating a Custom Data Table Changing Rows The table’s column fields 1. To change data in a row, display the of Data in a data you want to change. appear, with the cursor Table resting in the first field.

  • Page 158: Including Forecast Data In A Custom Report

    Advanced Report Design CentreVu CMS Custom Reports 6-18 Including Forecast Data in a Custom Report Including Forecast Data in a Custom Report Forecasting is a separately purchased feature of CentreVu CMS. If Note you have not purchased Forecasting, you cannot run forecasts and, therefore, cannot include forecast data in a custom report.
  • Page 159 Advanced Report Design CentreVu CMS Custom Reports 6-19 Including Forecast Data in a Custom Report 04/19/95 00:30 AM CentreVu(TM) CMS Windows: 2 of 5 ^ Custom Reports: Screen Painter: split status: Hist Split: $$$$$$$$$$$$$$$$$$$$ Forecast Method: Add highlights Date: $$$$$$$$ Copy block Define input Forecast...
  • Page 160 Advanced Report Design CentreVu CMS Custom Reports 6-20 Including Forecast Data in a Custom Report Notice that, as in historical interval reports for splits, the statement in Row Search ID 0 searches for rows based on values for STARTTIME, ROW_DATE, and SPLIT. In the report in Figure 6-1, Row Search ID 1 is assigned to the Forecast...

  • Page 161: Including Exceptions Data In A Custom Report

    Advanced Report Design CentreVu CMS Custom Reports 6-21 Including Exceptions Data in a Custom Report Including Exceptions Data in a Custom Report For historical custom reports only, you can design reports that include exceptions data. See the CentreVu CMS R3V8 Database Items and Calculations (585-210-939) document for a description of the exceptions tables and the data they contain.
  • Page 162 Advanced Report Design CentreVu CMS Custom Reports 6-22 Including Exceptions Data in a Custom Report Field Window Select: vdnex.THRESHOLD_________________ ________________________________ Field Window Select: vdnex.STARTTIME________________ ________________________________ Field Window Select: vdnex.EXTYPE____________________ ________________________________ Screen Painter VDN Exceptions ACD: $$$$$$$$$$$$$$$$$$$$ Date: $$$$$$$$ Time Vector Exception Limit Threshold...
  • Page 163 Advanced Report Design CentreVu CMS Custom Reports 6-23 Including Exceptions Data in a Custom Report Figure 6-6 (shown on the previous page) is an example of the report that results from this design shown in Figure 6-5. VDN Exceptions ACD: burbank Printed 04/10/93 04:35 PM Date: 04/09/93 Time...
  • Page 164 Advanced Report Design CentreVu CMS Custom Reports 6-24 Including Exceptions Data in a Custom Report Row Search Table: agex_____________________________ Select rows where: EXTYPE = 4 and SPLIT = $i_split and ROW_DATE = $i_date_________ Field Window Select: count(*)______________________________ ______________________________________ 07/19/93 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^ Custom Reports: Hist: agent excepts...

  • Page 165: Selecting Rows From More Than One Table

    Advanced Report Design CentreVu CMS Custom Reports 6-25 Selecting Rows from More Than One Table In the example, the row search statement for the first field searches for exception type #4 (Time in ACW) for a particular date and split. Because the field is count(*), the field displays the total number of rows that had exception type #4 for the date and split.
  • Page 166 Advanced Report Design CentreVu CMS Custom Reports 6-26 Selecting Rows from More Than One Table You must prepend the table name to each database item included in the Select rows where: statement. This rule applies to all database items, even those that are not in a "join" clause. A "join"...
  • Page 167 Advanced Report Design CentreVu CMS Custom Reports 6-27 Selecting Rows from More Than One Table Field Window Select: hagent.LOGID__________________________ ______________________________________ Field Window Select: hagent.ACDCALLS_______________________ ______________________________________ 04/19/95 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^ Custom Reports: Hist: agent excepts Add highlights Split: $$$$$$$$$$$$$$$$$$$$ Split ACD...
  • Page 168 Advanced Report Design CentreVu CMS Custom Reports 6-28 Selecting Rows from More Than One Table Notice that the Percent of Split Calls field merges data as discussed in our example. Also notice that Row Search ID #2, which is assigned to the Percent of Split Calls field, contains the row search statement as discussed in our example.

  • Page 169: Alternative Row Search Conditions

    Advanced Report Design CentreVu CMS Custom Reports 6-29 Alternative Row Search Conditions Alternative Row Search Conditions For your row search conditions, you will most often use the “where” clauses described in Chapter 4. However, several additional “where” clause formats are available. This section describes those formats. Selecting If you want a range of splits included in the report, you might use two “where”...

  • Page 170: Using Apostrophes For Some Database Item Values

    Advanced Report Design CentreVu CMS Custom Reports 6-30 Alternative Row Search Conditions Using Some database items require that, if you hardcode values in a “where” clause, you enclose the values in apostrophes ('), as shown in the following Apostrophes example. for Some Select rows where: ROW_DATE >...

  • Page 171: Using

    Advanced Report Design CentreVu CMS Custom Reports 6-31 Alternative Row Search Conditions The question mark (?) matches any single character. Look at the following examples: Select rows where: EXTENSION matches ’444?’ This clause finds all rows where the EXTENSION value is four digits and has 444 as the first three characters.

  • Page 172: Other Available Formats For "Where" Clauses

    Advanced Report Design CentreVu CMS Custom Reports 6-32 Alternative Row Search Conditions This statement finds rows for a user-specified split where the agent state is one of the following: ACWIN (numerical value of 20) ACWOUT (numerical value of 30) AUXIN (numerical value of 40) AUXOUT (numerical value of 50) See the CentreVu CMS R3V8 Database Items and Calculations (585-210- 939) document for a complete list of row search values for string-value...

  • Page 173: Repeating Aggregate Function Values

    Advanced Report Design CentreVu CMS Custom Reports 6-33 Repeating Aggregate Function Values Repeating Aggregate Function Values Normally, a field (or bar) that contains an aggregate function (sum, max, min, or avg) displays just one value. This is true no matter what your “Select rows where”...
  • Page 174 Advanced Report Design CentreVu CMS Custom Reports 6-34 Repeating Aggregate Function Values This report would have the following design. Screen Painter Date: $$$$$$$$ Max ACD Calls- Split Morning 0xxxxxxxxxxxxxxxxxxx 0xxxxx Field Window Field Window Select: hsplit.SPLIT___ Select: max(hsplit.ACDCALLS) _______________ _______________ Row Search Window Row search ID: 0 Table: hsplit...
  • Page 175 Advanced Report Design CentreVu CMS Custom Reports 6-35 Repeating Aggregate Function Values SPLIT ABANDONS DATE ABNTIME ACDCALLS ACDTIME INTERVAL ......
  • Page 176 Advanced Report Design CentreVu CMS Custom Reports 6-36 Repeating Aggregate Function Values If the hsplit.SPLIT field and the max(hsplit.ACDCALLS) fields were assigned different row search IDs (with each ID having identical criteria), the report for Splits 1, 2, and 3 would show data as shown in Figure 6-14: Date: 07/01/93...

  • Page 177: Database Items And Calculations

    Database Items and Calculations CentreVu CMS Custom Reports General Information Database Items and Calculations General Information Reference Please refer to the CentreVu® CMS R3V8 Database Items and Calculations (585-210- 939) document, for full descriptions of the database items and calculations avaialable through the CentreVu Call Management System (CMS).

  • Page 178: General Information

    Database Items and Calculations CentreVu CMS Custom Reports General Information...

  • Page 179: Glossary

    Glossary CentreVu CMS Custom Reports GL-1 Glossary Access permissions Permissions assigned to a CMS user so that user can access different subsystems in CMS or administer specific elements (splits/skills, trunks, vectors, etc.) of the ACD. Access permissions are specified as read or write permission.
  • Page 180 Glossary CentreVu CMS Custom Reports GL-2 Call-based items The category of database items in CMS that are committed to the database after the call completes. If a call starts and ends in different intrahour intervals, all of the call-based data is recorded in the interval in which the call completed.
  • Page 181 Glossary CentreVu CMS Custom Reports GL-3 Database item A name for a specific type of data stored in one of the CMS databases. A database item may store ACD identifiers (split numbers or names, login IDs, VDNs, etc.) or statistical data on ACD performance (number of ACD calls, wait time for calls in queue, current states of individual agents, etc.).

  • Page 182: Index

    Glossary CentreVu CMS Custom Reports GL-4 Entity A generic term that refers to one of the following: Agent, Split/Skill, Trunk, Trunk Group, VDN, or Vector. Field A space designated in a custom report to display a specifically-defined piece of ACD data. Data is displayed in a field as characters in specific format (that is, as time with am/pm, as decimal, as date, and so on).
  • Page 183 Glossary CentreVu CMS Custom Reports GL-5 Interval-based items A category of database items. These items generally represent the amount of time during a collection interval spent doing a particular activity. Interval- based items are updated throughout the collection interval and timing is restarted at the end of the interval.
  • Page 184 Glossary CentreVu CMS Custom Reports GL-6 Read permission The CMS user with read permission can access and view data (for example, run reports or view the Dictionary subsystem). Read permission is granted from the User Permissions subsystem. Real-time database Consists of the current and previous intrahour data on each CMS-measured agent, split/skill, trunk, trunk group, vector, and VDN.
  • Page 185 Glossary CentreVu CMS Custom Reports GL-7 Second threshold A graph term for the upper limit you enter for a particular condition in a graph report. When this limit is met, the bar(s) change color/intensity, indicating that a possible Warning condition exists. Secondary window A user window that is generated from a primary window.
  • Page 186 Glossary CentreVu CMS Custom Reports GL-8 Table An array of columns and rows that stores data for a type of ACD element (split/skill, agent, trunk, and so on) and for a specific time frame (for the current intrahour interval, for past intrahour intervals, for past days, and so on).
  • Page 187 Glossary CentreVu CMS Custom Reports GL-9 Variable name The name assigned to a report input field that will allow the user to enter values and have those values used to find data for the report. The variable name links the row search criteria to the report input fields so that the user’s input values become the basis of the search for data.
  • Page 188 Glossary CentreVu CMS Custom Reports GL-10...
  • Page 189 Index CentreVu CMS Custom Reports IN-1 Index Symbols Bars ..... . . 4-27 Changing a Definition ... . . 4-36 Data Expressions for .
  • Page 190 Index CentreVu CMS Custom Reports IN-2 Clauses ..... . 4-42 Data CMS Documents ....P-8 Adding Data in a Custom Table .
  • Page 191 Index CentreVu CMS Custom Reports IN-3 Defining, (continued) dtkgrp ..... . . 4-41 Bars ..... . 4-27 dtrunk .
  • Page 192 Index CentreVu CMS Custom Reports IN-4 Hardcoded Values....4-44 hcwc ......4-41 Highlighting f_cday.
  • Page 193 Index CentreVu CMS Custom Reports IN-5 Input Fields, (continued) Saving a Variable Field ... . . 4-9 Single Value or Range/List ... 4-4 Name .
  • Page 194 Index CentreVu CMS Custom Reports IN-6 Real-Time Database ....P-6 Running a Report ....5-20 Real-Time Reports .
  • Page 195 Index CentreVu CMS Custom Reports IN-7 Specific Color ....5-3 Step 9 spex......4-41 Normal or Reversed Thresholds .
  • Page 196 Index CentreVu CMS Custom Reports IN-8 ......4-28 v......4-12 Variable .
  • Page 197 How Are We Doing? Document Title: CentreVu™ Call Management System Release 3 Version 5 Custom Reports Document No.: 585-215-822 Issue 2 Date: December 1999 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1.

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