Introduction; About The Report Designer - Lucent Technologies CentreVu Version 8 Report Designer User Manual

Introduction

About the Report Designer

1 Introduction
About the Report Designer
The Report Designer feature can be purchased with the Lucent CentreVu®
Supervisor software. The Report Designer allows 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 the report, other
Supervisor users with the appropriate permissions 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, copying, 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.
For historical reports only , 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 include data with different time frames (for
example, defining a field that represents the percentage of calls
answered in an intrahour interval compared to all calls answered in the
day).
Include data from custom data tables that you create and populate
within the CentreVu CMS database.
CentreVu Report Designer Version 8 User Guide
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