Avaya Call Management System Custom Reports page 154

Advanced report design
To illustrate the effect of join clauses, the report design in the previous figure includes the
Agent ACD Calls and Split ACD Calls fields. Notice that each field uses a
database item that is also included in the Percent of Split Calls field.
When the report is run, the Percent of Split Calls field, for each agent in the
selected split, divides that agent's ACD calls by the total ACD calls for the split, then
multiplies by 100 to give a percentage. Thus, as in the figure below, if agent 1000 had 23
ACD calls, and the split Sales-West had 412 ACD calls, the Percent of Split Calls
for agent 1000 would be 5.583 (100 * [23/412]).
Sample report with merged data
154 Avaya CMS Custom Reports
04/19/95 00:30 AM
Custom Reports: Hist: split status
Split: Sales-West
Date: 06/08/93
Time: 8:00am
Agent ACD
Agent Calls
1000 23
1004 18
1005 18
1009 21
1010 24
1012 23
Avaya(TM) CMS
Split ACD
Calls
Percent
of Split
Calls
5.583
4.369
4.369
5.097
5.825
5.583
Windows: 1 of 5 ^