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Avaya Call Management System (CMS)

Custom Reports

585-215-822

Comcode 105501867

Issue 3.0

May 2002

Summary of Contents for Call Management System

Page 1: ...Avaya Call Management System CMS Custom Reports 585 215 822 Comcode 105501867 Issue 3 0 May 2002...

Page 2: ...th your system and or its networked equipment Also realize that if such an intrusion should occur it could result in a variety of losses to your company including but not limited to human data privacy...

Page 3: ...report 17 Standard reports that cannot be customized 19 Database items not in standard reports 19 How CMS stores and retrieves data 19 How CMS stores data 19 How CMS retrieves data 23 Chapter 1 Gettin...

Page 4: ...4 Chapter 3 Defining the data for a custom report Defining fields for the Report Input window 55 Access the Report Input window 56 Access the Define Input window 56 Define the variable name 57 Enter a...

Page 5: ...bles 93 Select a field bar type 97 Select a Sort type 98 Select a sort order for data 99 Save your row search conditions 100 Assign a row search ID to report fields and bars 101 Changing row search co...

Page 6: ...t data in a Custom Report 144 Including exceptions data in a custom report 147 Selecting rows from more than one table 151 Alternative row search conditions 155 Selecting rows based on a range of valu...

Page 7: ...in this document Introduction Introduction to CMS Custom Reports gives the following information Defines a custom report describes Screen Painter and tells how CMS stores and retrieves data Gives the...

Page 8: ...t Define fields on the report to show when the report was run and what items the report covers Chapter 4 Completing your custom report shows you how to Highlight fields Define no scroll areas Save and...

Page 9: ...11 Software Installation Maintenance and Troubleshooting 585 215 115 CentreVu Call Management System Release 3 Version 9 Software Installation Maintenance and Troubleshooting 585 215 956 CentreVu Cal...

Page 10: ...migration A platform upgrade is used when upgrading to a new hardware platform for example upgrading from a SPARCserver 5 to an Enterprise 3500 The new hardware platform is shipped from the Avaya fac...

Page 11: ...Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer CUE Instructions Avaya Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer Mirrored System CUE Instructio...

Page 12: ...l Management System Sun Ultra 5 Computer Hardware Installation Maintenance and Troubleshooting 585 215 871 Avaya Call Management System Sun Ultra 5 Computer Connectivity Diagram 585 215 872 Avaya Call...

Page 13: ...informix com Tivoli Storage Manager documentation http tivoli com support documents public_manuals html Document title Document number Avaya Call Management System Open Database Connectivity 585 780 7...

Page 14: ...urier font Designates a word or phrase quoted directly from the Avaya CMS system For example the Report destination field Also designates an INFORMIX table name For example the csplit table Courier bo...

Page 15: ...What is a custom report A custom report is a report that you create and design using the Custom Reports subsystem Like standard CMS reports a custom report displays information about Automatic Call Di...

Page 16: ...ed by that agent s split or skill Merge data in a report field to include data with different time frame for example to define a field that represents the percentage of calls answered in an intrahour...

Page 17: ...by copying and modifying an existing report design Both standard and custom report designs can be copied 4 Editing a report with blocks on page 48 Edit a report design using block moves copies and del...

Page 18: ...the report covers as defined in the report input window If you copy a report design these fields will be included You can modify the fields as required 10 Highlighting fields on page 111 Change bright...

Page 19: ...d Calculations 585 780 702 How CMS stores and retrieves data The most important and difficult part of designing a custom report is defining the data that goes in the report To define custom report dat...

Page 20: ...44 3789 8675 3009 4477 ACDTIME 3002 3003 4003 21 19 15 9 11 20 7 18 18 13 14 10 19 400 777 988 851 901 688 299 340 589 980 256 704 188 322 367 109 745 569 616 452 402 549 789 203 603 245 644 58 21 19...

Page 21: ...0 1100 1100 1100 1100 1000 1000 0900 0900 0900 0800 0800 0800 0800 0800 0800 0900 0900 0900 1000 1000 1000 1100 1100 1100 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 0...

Page 22: ...t cause the values in a row to be related is called an index An index stores data sequentially and adds structure for the storage of data in the other columns For each value in an index column the rem...

Page 23: ...l find multiple values in this case values for more than one agent and will display the values vertically in a column The x s by the Split label represent the fact that only one value in this case a s...

Page 24: ...322 367 109 745 569 616 452 402 549 789 203 603 245 644 58 21 19 15 9 11 20 7 18 18 13 14 10 19 19 21 ACDCALLS SPLIT 3009 3008 3007 3006 3005 3004 3003 3002 3001 2010 2009 2008 2007 2006 2005 2004 20...

Page 25: ...589 340 299 688 901 851 21 19 15 9 11 20 7 18 18 13 14 10 19 ACDTIME 4477 3009 8675 3789 5544 ACD 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 where Rows 1 SPLIT LOGID 3 3 3 5 3 3 3 6 3 EXTENSION WORK...

Page 26: ...for data Indexes allow CMS to find data much faster than if data were stored more randomly Therefore when you design a custom report the rows of data for the report should be defined on the basis of...

Page 27: ...rval Split table You must then assign the appropriate database items to the fields When you run the report CMS finds the columns of data associated with the database items in the hsplit table see figu...

Page 28: ...0293 070293 070293 070293 070293 070293 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 ACD 070193 070193 070193 070193 070193 070193 070193 070193 070193 070193 070193 070393 07...

Page 29: ...34 24 14 43 31 8 51 39 24 50 31 21 ABANDONS 36898 20012 13111 53442 27635 15321 19768 9786 33389 26789 12530 37651 29602 11523 36178 24303 15628 40002 29881 12115 34819 21173 10281 37856 26308 12567 3...

Page 30: ...0 Avaya CMS Custom Reports Defining data is the central task of creating and designing a custom report However you must do many other tasks to create a custom report Chapter 1 Getting started on page...

Page 31: ...te change or delete a custom report you must have read and write permission for the Custom Reports subsystem Defining a report s name access type and option Defining a reports s name access and type e...

Page 32: ...the report name on page 37 Access the Report Select window To access the Report Select window 1 Select the Custom Reports option on the Main Menu and press Return The system displays the Custom Report...

Page 33: ...creating a global report its name must be different from any name in the list If you are creating a private report its name must be different from names of any existing global or private reports you...

Page 34: ...r you will not see your report in either the Custom Reports Historical or Real time submenus Both Single ACD and ACD Group When you select this report option you are defining a report which can contai...

Page 35: ...Global access to the report gives other users the following capabilities Other users can run the report Other users can copy the report design when designing their own custom report See Copying an ex...

Page 36: ...Exceptions data Forecast data Call work code data Agent trace data Call record data Define the report option The Global Dictionary ACD Groups feature provides call center supervisors with transparent...

Page 37: ...urn 2 Select Add 3 Press Return The status line displays successful If CMS does not add the report name because the name is not unique List all to see what names already exist and go back to Assign a...

Page 38: ...ID of a report that already exists 2 Find the report you want to change and press Exit to return to the Report Select window The cursor returns to the previously selected field of the Report Select w...

Page 39: ...r you cannot delete another user s report unless you are a CMS administrator 2 In the List All window find the report you want to delete and press Exit to return to the Report Select window The List a...

Page 40: ...Getting started 40 Avaya CMS Custom Reports...

Page 41: ...eristics in the Edit Report Report Select window before you can access Screen Painter for that report Note You can access Screen Painter for a report that someone else designed only if you are a CMS a...

Page 42: ...2 Select Screen Painter action list option The system displays Screen Painter window Moving the cursor on Screen Painter Since Screen Painter has no predefined fields you can freely move the cursor ar...

Page 43: ...ithout scrolling is 78 columns wide The terminal actually displays 80 columns but the side borders of the report window use two of the columns Shift Tab Press and hold Shift then press Tab This key co...

Page 44: ...f secondary windows For most tasks on Screen Painter you must complete a secondary window These secondary windows pop up after you select an action list option Some secondary windows automatically clo...

Page 45: ...report onto Screen Painter Note Run test design on a report copy before modifying it This ensures the copy is working before you do any modification to it Items in the report you are copying may over...

Page 46: ...ACD Call Flow by VDN report Historical Trunk Group Busy Hour report Historical VDN Busy Hour report To copy an existing report design perform the following tasks in the order indicated 1 Access the ge...

Page 47: ...s not always match the exact names of standard reports Enter a user ID In the User ID field enter a user ID only if one of the following is true You are a CMS administrator and you want to copy anothe...

Page 48: ...ks A block is a rectangular area on Screen Painter that you define and use to quickly rearrange fields and text You can erase blocks copy blocks or move blocks You define a block with the cursor by ma...

Page 49: ...ock press RETURN 2 Move the cursor to the opposite corner of the block The block should include all fields and text you want to erase The block is highlighted as you move the cursor See the following...

Page 50: ...r over one corner of the block and select Move block The cursor returns to its original position and the following message is displayed on the status line Move cursor to define opposite corner of bloc...

Page 51: ...the left next to the other report items we want to keep 3 Press Return The following message is displayed in the status line Move cursor to locate upper left corner of move press RETURN 4 Move the cur...

Page 52: ...e copy To copy a block 1 On Screen Painter place the cursor over one corner of the block and select Copy block The cursor returns to its original position and the following message is displayed on the...

Page 53: ...ns for the report You should normally enter text to label each data field so that when you run the report you will know what data the field is showing You should enter text before defining the data fi...

Page 54: ...you press Exit before saving then the following message is displayed There have been changes made in Screen Painter since the last SAVE Do you still want to Exit Enter y or Y for yes n or N for no _...

Page 55: ...he Report Input window complete the following tasks in the order indicated 1 Access the Report Input window on page 56 2 Access the Define Input window on page 56 3 Define the variable name on page 57...

Page 56: ...rt Input window Access the Define Input window To define report input fields use the Define Input window see the following figure You must complete a Define Input window for each input field When you...

Page 57: ...report data If you copy a report via Get Copy that report s input fields and row search conditions are also copied Before entering any variable names you may first want to List all to see the report...

Page 58: ...rompt In the Prompt field enter a name of up to 50 characters to be displayed next to the input field on the Report Input window Because you can use blanks your prompt can be more than one word This n...

Page 59: ...ntervals input field so the report can show data for multiple intrahour intervals in a day type y Note If you specify a range list for a variable name in the Define Input window then in the Row Search...

Page 60: ...ACW and so on Agent preference The user must enter an agent call handling preference number or name AUX reason The user must enter an AUX reason code name or number as defined in the Dictionary subsy...

Page 61: ...INFORMIX as a CHAR column 2 Your variable field is linked to a standard database item that is a CHAR column and you want to allow the user to do pattern searching when running the report See Input Fi...

Page 62: ...8 190 and so on depending on the switch s administered login length As an example of matching with if an input field were a String type and were associated with the VDN database item the user could en...

Page 63: ...oes not have read permission the user will not be able to view the report Before you can select Variable name for an input field s associated ACD you must define a separate report input field for the...

Page 64: ...efined and saved all of your input fields select the Order action list option The Define Input Order window is displayed The window displays the prompts for each input field you have defined as shown...

Page 65: ...If you copied an existing report design report input fields defined for that report are also copied and available in the Define Input window Note You cannot do a List all or a Find one search on multi...

Page 66: ...eated vertically in the report That is the field is displayed as a column of fields because based on the row search conditions assigned to the field CMS finds multiple values h s indicate that the fie...

Page 67: ...port shows asterisks in the field or if the data is a word cuts letters off The field is displayed as a question mark followed by x s The question mark indicates that you have not yet assigned a Row S...

Page 68: ...tkgrp NUMINUSE Standard database items Standard database items are listed in the Dictionary subsystem as having all upper case letters as in the preceding examples A standard database item can store I...

Page 69: ...r a service objective like number of abandons number of ACD calls or percent within service level A constant could also represent an average for the estimated dollar loss of an abandoned call which co...

Page 70: ...of another set the operation of the inner set is performed first Calculation names A calculation name is a name that can substitute for the actual calculation The calculation name can be a standard n...

Page 71: ...utgoing you might have to add the following calculation csplit ACWINTIME csplit AUXINTIME csplit ACWOUTTIME csplit AUXOUTTIME csplit ACWINCALLS csplit AUXINCALLS csplit ACWOUTCALLS csplit AUXOUTCALLS...

Page 72: ...gate fields And for historical reports special considerations exist when you assign the same row search conditions to both aggregate functions and other types of data expressions See Repeating aggrega...

Page 73: ...t then for Split 1 and all intervals on 07 02 93 CMS would take the values for hsplit ACDCALLS and add them up to display only the value 1611 Likewise if you entered sum hsplit ABANDONED hsplit ACDCAL...

Page 74: ...count the number of rows that match and display that number in your report Do not append a table name to the beginning of count count is always a number of matching rows and makes sense only if you w...

Page 75: ...the field Normally numerical data is right justified so that the right hand side lines up in a column Names are normally left justified so that the first character of each name is lined up However yo...

Page 76: ...rs for example THU String Select String for those database items whose data CMS identifies as character strings not numbers Each of these items is identified as being a CHAR column type in INFORMIX te...

Page 77: ...rt field Type Database item ACD entities acd agname tkgrp split vdn1 vectora aux_rsn logout_rsn cwc 1 Available only with the CMS Vectoring feature ACD LOGID TKGRP SPLIT2 VDN VECTOR AUXREASON LOGOUTRE...

Page 78: ...here are digits needed to display the hours If the number of hours can reach three digits enter hhh mm ss Display time as minutes and seconds The minutes count is increased by one and the seconds coun...

Page 79: ...ave the field definition on page 79 Note You must assign a Row Search ID to the field before your field definition is truly complete When you do the question mark will change to that ID number See the...

Page 80: ...ds you want to change and select Save The Field window closes Successful is displayed in Screen Painter status line and the cursor returns to the field you just changed Defining bars in a report Note...

Page 81: ...s of bars side by side because based on the row search conditions assigned to the bar CMS finds multiple values See Assign a row search ID to report fields and bars on page 101 for illustrations of di...

Page 82: ...ion mark is displayed in the upper left corner of the bar The question mark indicates that you have not yet assigned a Row Search ID to the bar The system displays the Bar window The Bar window with s...

Page 83: ...necessary when using calculation names because you cannot append a table name to a calculation name in the Select field Define the bar direction Enter x in the Bar direction list to select either a ho...

Page 84: ...e All bars are parallel have the same maximum length and have the same starting points All bars have the same maximum graph value All bars display the same units number of calls averages percentages n...

Page 85: ...the user to enter a maximum graph value for the bar when ordering the report The variable name you enter must be identical to a variable name defined in the Define Input window Thresholds bar graph D...

Page 86: ...so enter in the accompanying field the value at or above which the bar changes color If you select Variable name you must also enter a variable name in the accompanying field The variable name which r...

Page 87: ...o that ID number See Defining the rows of data for a report on page 88 Note If a bar will be a repeated bar as defined with the Row Search window you cannot define any other bars in the direction that...

Page 88: ...rch window see the following figure define the criteria needed to find the appropriate rows of data Each set of criteria is stored by row search ID Assign the row search IDs to the appropriate fields...

Page 89: ...e 99 9 Save your row search conditions on page 100 Defining the rows of data for a report also includes the following topics Assign a row search ID to report fields and bars on page 101 Changing row s...

Page 90: ...mber 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 report Thus for a single report you can use ten different sets of...

Page 91: ...rom more than one table on page 151 The CMS database table names are in the following tables Real Time table names Name Data stored csplit Split Skill data for the current interval psplit Split Skill...

Page 92: ...haglog Agent login logout htkgrp Trunk group data for each intrahour interval dtkgrp Trunk group data summarized by day wtkgrp Trunk group data summarized by week mtkgrp Trunk group data summarized by...

Page 93: ...based on items that are not indexes your report may take a very long time to run To check that your row search items are indexes see Avaya CMS Database Items and Calculations 582 780 702 for a descri...

Page 94: ...pper case letters only 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 re...

Page 95: ...e report You must define a variable on the Define Input window before using it in a where clause The variable name then links a report input field to the where clause that uses the values entered Note...

Page 96: ...ONS 15 or AUXOUTCALLS ACWOUTCALLS 7 Where Clause with a Range List Variable If a variable name as defined in the Define Input window has been assigned the Range list option your where clause must use...

Page 97: ...te functions sum max min or avg you will normally select the Discrete type See Repeating aggregate function values on page 158 Repeated vertically Select Repeated vertically to display a column of mul...

Page 98: ...e values but you select Discrete the report displays only the first value CMS finds for each report field Note If you select Repeated horizontally you cannot define any fields directly to the right of...

Page 99: ...field CMS would then display data by date as shown in the following report Sample of data ordered by date in ascending order If on the other hand you enter dsplit SPLIT in the Order by field CMS displ...

Page 100: ...example Order by dsplit SPLIT dsplit ACDCALLS would cause the data shown in the previous figure to be ordered as follows Sample of data ordered by split and ACD calls Notice that the data is first sor...

Page 101: ...n define an appropriate block 2 Select the Row search action list option The Row Search window is displayed 3 Enter the wanted row search ID and select the Find one action list option The row search c...

Page 102: ...ollowing figure Sample report with discrete field and bar 04 19 95 00 30 AM Avaya TM CMS Windows 2 of 5 Custom Reports Screen Painter split status Hist Add highlights Bar Copy block Define input Erase...

Page 103: ...mple report with vertically repeated field and bar 04 19 95 00 30 AM Avaya TM CMS Windows 2 of 5 Custom Reports Screen Painter split status Hist Add highlights Bar Copy block Define input Erase block...

Page 104: ...with horizontally repeated field and bar 04 19 95 00 30 AM Avaya TM CMS Windows 2 of 5 Custom Reports Screen Painter split status Hist Add highlights Bar Copy block Define input Erase block Field Get...

Page 105: ...e field from the row search ID You do this using the Remove fields action list option To change the row search field assignment 1 On Screen Painter place the cursor on a field bar from which you want...

Page 106: ...hen 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 u...

Page 107: ...equivalents Any other text is simply displayed as entered To define the display type and format 1 Enter an x to select a display type You must also complete the associated field The display options a...

Page 108: ...also enter in the associated field the variable name assigned to the report input field on the Define Input window current ACD Select current ACD to display the number or name of the ACD that was cur...

Page 109: ...llar signs is displayed with the number of dollar signs equaling the field length you assigned to the variable s input field on the Define Input window For current ACD a string of dollar signs is disp...

Page 110: ...Defining the data for a custom report 110 Avaya CMS Custom Reports...

Page 111: ...e Commands screen labeled key and the Options Color submenu selection To change the way the screen displays fields and text in your report do the following steps 1 On Screen Painter place the cursor i...

Page 112: ...some color terminals dim or bright settings may affect the colors selected Dim Makes the text data in the defined area become dim If your terminal does not have a dim capability dim will equal normal...

Page 113: ...ght colors displayed at the bottom of the window If you select this option you must enter the number of the color in the associated field you want Background color for color terminals only Default Dis...

Page 114: ...our terminal If you display the report on your terminal almost half of the right side of the report is hidden from view Thus you have to scroll to the right and data on the left is removed off the lef...

Page 115: ...you move the cursor 3 Press Return to save the no scroll area Changing a no scroll area To change a no scroll area 1 On Screen Painter select Upper left no scroll The cursor returns to a position at...

Page 116: ...Save design Successful may be displayed on Screen Painter status line If you did not define all necessary elements of the design the Save Design window is displayed with a list of errors When there ar...

Page 117: ...regularly can save you time To test a report design 1 On Screen Painter select Test design If your design has Phase One errors a window listing those errors is displayed See Test Design Error Messages...

Page 118: ...and go back to Step 1 If you have no errors the No errors found message is displayed in the window Sample Test Design input window 3 If you have errors do the following Note the errors Press the Exit...

Page 119: ...recommended solution for each message Phase 1 error messages Message variable name not defined Cause The where clause contains a variable that is not defined Solution Define the variable using the de...

Page 120: ...ay get this error message The specific cause may be that the number of selected rows is very large and CMS does not have enough space to create temporary files If this is the case you should add addit...

Page 121: ...keyword BETWEEN invalid for real time Cause You used the keyword BETWEEN in row search criteria for a real time report Solution Remove the keyword BETWEEN from the row search criteria Message keyword...

Page 122: ...e Guide for INFORMIX SQL Version 4 10 Phase 2 historical error codes Message keyword SUM invalid in where clause Cause You used the keyword SUM in row search criteria Solution Remove the keyword SUM f...

Page 123: ...ion Verify the spelling of the table name in your statement 217 Description Column column name not found in any table in the query Solution Correct the spelling of the database item and ensure that th...

Page 124: ...20 perhaps delete a CHAR column of 30 or more characters 282 Description Found a quote for which there is no matching quote Solution Verify that all quoted strings are properly terminated with a quote...

Page 125: ...displayed in the report and are assigned to row search ID 324 Description Ambiguous database item Solution A database item in your row search criteria exists in more than one table also cited in your...

Page 126: ...ER Solution Check that the values included in your MATCH condition are both CHAR types Use an alternate comparison condition for nonCHAR types 1204 Description Invalid year in date Solution Acceptable...

Page 127: ...the illegal character often a nonprintable control character 3 Description The specified table name is invalid Solution Check the spelling of the table name and check for required commas in the From t...

Page 128: ...ne of the fields associated with this row search an action is being performed with the wrong data types For example you cannot use arithmetic with character fields Solution Check for these types of er...

Page 129: ...the report is displayed Note If more than 20 custom reports are available you may need to scroll the submenu to find the report you want Scroll down with the down arrow Scroll up with the up arrow 4...

Page 130: ...ACD and your current ACD is set to group ACD the ACD report will be displayed in the list 3 Select the wanted report The Report Input window for the report is displayed Note If more than 20 custom re...

Page 131: ...ded in this document for convenience These instructions are not intended as a substitute for the INFORMIX documentation Except where noted the standard rules of INFORMIX SQL apply as documented in INF...

Page 132: ...restore the table definitions using UNIX then restore the custom data See the UNIX System Solaris System chapter in Avaya CMS Administration 585 215 515 for procedures on backing up data via the UNIX...

Page 133: ...n Note To escape from a step and go back to the previous step press Del depending on your keyboard To build the table 1 At the INFORMIX Main Menu select Table The system displays the Select Database s...

Page 134: ...highlighted box beneath Column Name 5 Select Add The system displays the Add Name screen CREATE TABLE Enter the table name you wish to create with the schema editor cms Press CTRL W for Help CREATE T...

Page 135: ...umns store numbers The numbers stored can be one of the following five types Decimal A decimal is a number that contains a decimal point Smallint A Smallint column stores integers from 32 767 to 32 76...

Page 136: ...ever it is supported by INFORMIX You must type T in order to select date Time A date Time column allows you to specify a database qualifier of year month day hour or minute Interval Not supported by C...

Page 137: ...mer s employer you might want to allow the NULL value for the case where the person is unemployed Enter n if you want to require a value in each row NULLS is displayed for all types except Serial ADD...

Page 138: ...rrect these errors You must then repeat steps 11 and 12 until the Table menu reis displayed 13 Select Exit to return to the INFORMIX Main Menu The INFORMIX Main Menu is displayed ALTER TABLE c_workcod...

Page 139: ...racters for the form associated with your table If possible use the same name as the table you created Press Return The system displays the CHOOSE TABLE screen 4 Enter the name of the table you want t...

Page 140: ...le and press Return The cursor moves to the next column Note If you get an error message you may have entered data in the wrong format 10 Repeat Step 9 for each column 11 Press Esc to save the row of...

Page 141: ...ly check the amount of disk space available See Avaya CMS R3V11 Administration 585 215 515 for more information on disk storage Modifying a table To add change or delete columns in an existing table 1...

Page 142: ...ct YES to remove the column The column is removed and the system displays the ALTER TABLE menu 3 At the ALTER TABLE menu select Exit when you are finished changing the table The system displays the Bu...

Page 143: ...mn you want to search on and press Esc The column fields fill with data for that row 3 Select Update and press Return The system displays the Update screen 4 Use the arrow keys to move the cursor to t...

Page 144: ...report input fields However there are two differences 1 You cannot copy a standard current day forecast report on Screen Painter The Current Day Forecast is not displayed if you select List all in th...

Page 145: ...of 5 Custom Reports Screen Painter split status Hist Add highlights Bar Copy block Define input Erase block Field Get copy of design Move block Row search Save design Test design Upper left no scroll...

Page 146: ...ent Day Forecast FMETHOD normally displays a character string either Seasonal trending Current trending or No trending However the CMS database actually stores a number to represent each method So if...

Page 147: ...sign window Also in every exceptions table the database item EXTYPE stores the types of exceptions that occurred However exception types are stored as numbers not as character strings If you want your...

Page 148: ..._ Field Window Select vdnex TIME______________________ ________________________________ Field Window Select vdnex VDN_______________________ ________________________________ Field Window Select vdnex...

Page 149: ...designing an exception report would be to use count for the exception field You could then include a specific exception type as part of the row search as seen in the figure below CMS would then count...

Page 150: ...eve data for those exceptions that have been turned on for the particular split agent etcetera that have actually occurred and have not been deleted from the database because they exceeded the storage...

Page 151: ...ld of the Row Search ID assigned to the field For custom historical reports you can use data from more than one table and use the same row search ID for multiple tables At least one join clause must b...

Page 152: ...ble if you define a report field that contains the following data expression hagent ACDCALLS hsplit ACDCALLS You might enter the following where clauses hsplit SPLIT i_split and hsplit ROW_DATE i_date...

Page 153: ...t Erase block Field Get copy of design Move block Row search Save design Test design Upper left no scroll Variable time date Time Percent Agent ACD of Split Agent Calls Calls 0vvv 0vvvvv 2vvvvvvv 1xxx...

Page 154: ...it 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 h...

Page 155: ...se two where clauses as in the following example Select rows where SPLIT 1 and SPLIT 5 Then when you run the report CMS finds rows for Splits 1 through 5 as shown in the following figure Sample use of...

Page 156: ...items is Expression matches value In this type of clause matches is the same as However this type of clause lets you use wildcard searches That is within the apostrophes you can use an asterisk or a q...

Page 157: ...eport field using the string value database item WORKMODE displays AVAIL ACD ACW and so on depending on what state the particular agent is currently in However tables store states as numbers not strin...

Page 158: ...exclude for example lunch time intrahour intervals from your intrahour historical reports as shown in the following example Select rows where STARTTIME not in 1130 1200 1230 Repeating aggregate functi...

Page 159: ...lls in boxes in the selected range of intrahour intervals for each of the selected splits Field Window Select hsplit SPLIT___ _______________ Screen Painter Row Search Window Table hsplit Select rows...

Page 160: ...400 300 225 394 323 105 418 246 100 417 247 141 444 DATE INTERVAL SPLIT ACDCALLS 48 37 20 59 32 11 43 31 10 39 22 15 36 20 13 46 33 12 40 34 14 41 30 18 34 24 14 43 ABANDONS 36898 20012 13111 53442 27...

Page 161: ...ng the same row search ID to both aggregate functions and nonaggregate fields makes sense only if the nonaggregate fields contain identifier data split numbers login IDs dates interval start times vec...

Page 162: ...Reports Database Items and Calculations Reference Please refer to Avaya CMS Database Items and Calculations 585 780 702 for full descriptions of the database items and calculations available through t...

Page 163: ...eports or view the Dictionary subsystem Write permission means the CMS user can add modify or delete data and execute processes Administrator CMS A CMS user who has permissions for most or all parts o...

Page 164: ...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 b...

Page 165: ...display in a field or bar Database A group of files that store ACD data according to a specific time frame current and previous intrahour real time data and intrahour daily weekly and monthly histori...

Page 166: ...names to various call center elements such as login IDs splits skills trunk groups VDNs and vectors These names are displayed on reports making them easier to interpret Dictionary also allows customi...

Page 167: ...hese 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 resta...

Page 168: ...tters numbers and symbols entered by a user For example the user may enter 01 and CMS might find the following types of matching data 0001 split01 22010 or 01444 Previous Interval One intrahour interv...

Page 169: ...e bar will change from normal to caution to warning as the bar shrinks in length Row A single horizontal line of data in a table The data is related by the values of one or more columns For example ea...

Page 170: ...ll Report for Agent 5001 for ACD 1 is designed via the Screen Painter and ACD 1 is defined in the ACD Group named Sales the report will only display information for Agent 5001 for ACD1 Upon running th...

Page 171: ...y onto Screen Painter to provide report titles column headers row identifiers and other labels Threshold A value at or above which CMS indicates a change in condition either to a caution first thresho...

Page 172: ...eld 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...

Page 173: ...80 82 83 85 86 Direction of 83 First Threshold 85 Maximum Graph Value 85 Position and Length 82 Bars continued Repeated 97 Repeated Horizontally 97 Repeated Vertically 97 Saving a Definition 87 Scales...

Page 174: ...red by Date 98 99 Ordered by Split 99 Ordered by Split and ACD Calls 100 Data Expressions 67 Aggregate Functions 72 Calculation Names 70 Calculations 70 Constants 69 count 74 Data from More Than One T...

Page 175: ...34 38 Description Entering a Report 34 Design Options 16 Dim 112 Display Options 111 Document Conventions 14 Organization 7 Use 7 Documentation Web sites 13 Down 43 dsplit 92 dtkgrp 92 dtrunk 92 dvdn...

Page 176: ...Graphs 80 H hagent 92 Hardcoded Values 95 Hardware documents 12 hcwc 93 Highlighting Fields 111 Options 112 Highlighting Options Blinking 112 Bright 112 Default 112 Dim 112 Normal 112 Reverse Video 1...

Page 177: ...y Split Skill report 19 Multi ACD report 19 Multiple Clauses 96 Multiuser Mode 168 mvdn 92 mvector 92 N Name 31 33 47 Non customizable Reports 19 Normal 112 No Scroll Areas 114 Changing 115 Not Matche...

Page 178: ...Search Conditions 100 Selecting from a Table 93 Selecting Search ID 90 Sort Types 98 Sorting Data 99 With User Inputs 95 Run Date 106 Running a Report 129 Running Custom Reports 129 Run Time 106 S Sa...

Page 179: ...ine Field 59 Select Rows in Table 93 Verify the Report 47 Step 6 Copy the Report 47 Default Value for the Field 59 Define Max Graph Value 85 Define the Report as Real Time or Historical 36 Save the Fi...

Page 180: ...e 95 ACD 63 Defining 57 Variable Time Date 107 vdnex 93 vecex 93 Verify a Report 47 W wagent 92 wcwc 93 Weekly Data 172 What is a Custom Report 15 What Is a Custom Report 15 Wildcard Searches 156 Wind...

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