Avaya Call Management System Custom Reports page 71

For example, if you use the standard calculation name <PERCENT_ACD_TIME>, which
represents the calculation 100*((I_ACDTIME+I_ACWTIME)/I_STAFFTIME), but do not
want to include the ACWTIME in the calculation, you can change the calculation in the
Dictionary subsystem so that <PERCENT_ACD_TIME> represents
100*(I_ACDTIME/I_STAFFTIME). Then, any report that uses the calculation name
PERCENT_ACD_TIME reflects the new calculation.
!
Important:
Changing the calculation for a standard calculation name will affect any
standard report, as well as any custom report, that uses that calculation
name.
At times, using calculation names helps save space in the Select field so you can create
more complex calculations. For example, if you wanted to know the average time agents
spent on all extension calls (both incoming and outgoing), you might have to add the
following calculation:
(csplit.ACWINTIME + csplit.AUXINTIME + csplit. ACWOUTTIME + csplit.AUXOUTTIME) /
(csplit.ACWINCALLS + csplit.AUXINCALLS + csplit.ACWOUTCALLS +
csplit.AUXOUTCALLS)
Unfortunately, the Select field is not long enough to enter the complete calculation.
However, you could define in the Dictionary subsystem two separate calculation names for
each half of the calculation.
For:
(csplit.ACWINTIME + csplit.AUXINTIME + csplit.ACWOUTTIME +
csplit.AUXOUTTIME) ,
you could enter, in the Dictionary subsystem, the calculation name:
TIME_ON_NON-ACD_SUM with the assigned calculation (ACWINTIME +
AUXINTIME + ACWOUTTIME + AUXOUTTIME) .
Likewise, for:
csplit.ACWINCALLS + csplit.AUXINCALLS + csplit.ACWOUTCALLS +
csplit.AUXOUTCALLS) ,
you could enter the calculation name:
NON-ACD_CALLS_SUM with the assigned calculation (ACWINCALLS +
AUXINCALLS + ACWOUTCALLS + AUXOUTCALLS) .
As a result, you can enter the following calculation in the Select field:
TIME_ON_NON-ACD_SUM/NON-ACD_CALLS_SUM
Then, you can enter the table name csplit in the Table for calculation field.
Defining report fields
Issue 3.0 May 2002 71