Avaya Call Management System Custom Reports page 164

Block editing
Block editing
Defining and using a block to copy, move, or delete fields, bars, and text in a report design.
Both Single ACD and ACD Group
When you select this report option, you are defining a report which can contain data useful information for reporting
either at single ACD and/or ACD Group level. Upon running the report, your current ACD can be a single ACD or
a Group ACD. Your report will be available in the Custom Reports>Historical or Real-time submenus regardless of
your current ACD setting.
Calculation
A calculation is also a formula consisting of database items, numbers, and arithmetic operators ( +, -, /, *,
and ( ) ). A calculation can also include constants.
Calculation name
A name for a calculation, either a standard CMS calculation name or a name that you define in the Dictionary
subsystem. A calculation name can be useful if you need to use the same calculation for field/bar definitions in
multiple custom reports. Then, if you need to change the calculation, you can change it once in the Dictionary, and
all custom reports that use the calculation name will reflect the change.
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. Most database items are call-based.
Call Management System (CMS)
A software product used by business customers that have Avaya telecommunications switches/ECS and receive a
large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the
switch/ECS. The CMS collects call-traffic data, formats management reports, and provides an administrative
interface to the ACD feature in the switch/ECS.
CMSQL
A tool that allows direct queries of the historical database. This tool is the interactive interface typically used to view
the INFORMIX database. For CMS purposes, CMSQL is used instead of INFORMIX SQL.
Column
A column is a part of a table that stores a particular type of data (a number of events of a certain type, a length of
time spent on a certain type of event, the time an event happened, a numerical identifier of an ACD entity, or the
current status of an ACD entity). Database items are the names of columns. Examples are ACDCALLS, ACDTIME,
SPLIT, STARTTIME, WORKMODE, and so on.
Constant
A name you assign in Dictionary to a fixed numerical value. A constant can be useful if you need to use the same
numerical value for field/bar definitions in multiple custom reports. Then if you need to change the value, you can
change it once in Dictionary, and all custom reports that use the constant will reflect the change.
164 Avaya CMS Custom Reports