Defining the Data for a Custom Report
CentreVu CMS Custom Reports
Defining Report Fields
4-15
See
for a description of database tables and items including the
exceptions, forecast, and login/logout tables. See
, for more information about custom reports that include
exceptions and forecast data.
Custom database items
You must enter a custom database item, with the custom table name as a
prefix, exactly as you defined it in the Dictionary subsystem. The data
identified by a custom database item depends entirely on the data you
entered for the item in the custom table (see
).
Constants
4
A constant is the name of a fixed numerical value (whole number or decimal)
that you define in the Dictionary subsystem. Constant names can be up to 20
characters long. A constant could represent a per-minute usage rate for
trunks, a daily or hourly wage rate, or 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 could then be used to calculate daily loss of revenue
due to abandoned calls. No standard constants exist in
CentreVu CMS when
it is first installed. Therefore, you must define every constant you want to use.
Using constants makes sense only if you have a fixed value that you want to
use under one or both of the following conditions:
●
The constant is a value that you will use in a number of different custom
reports (for example, an average wage rate).
●
You would not be able to remember the numerical value, but could
remember a name assigned to the value (for example, for the $9.00
hourly wage rate for an agent called Smith, you could have a constant
called
Smithwage
.)
Note
Standard database items are often shared by more than one table.
For example,
ABNCALLS
can identify a column in the Current
Interval Split, Daily Split, or Intrahour Agent tables (or many other
tables).
CentreVu CMS can determine the exact database item only when
it is identified with a table.
Note
The
CentreVu CMS real-time database only allows whole
numbers in queries. If you need a value to be a decimal (for
example, 9.5), use whole numbers and division to arrive at the
correct number (so, in order to have 9.5 in a query, you would use
19/2 as the query entry).
Summary of Contents for CentreVu
Page 16: ...Preface CentreVu CMS R3V5 Custom Reports Related Documents P 10 ...
Page 44: ...Getting Started CentreVu CMS Custom Reports Deleting a Custom Report 2 10 ...
Page 140: ...Completing Your Custom Report CentreVu CMS Custom Reports Running Custom Reports 5 22 ...
Page 178: ...Database Items and Calculations CentreVu CMS Custom Reports General Information A 2 ...
Page 188: ...Glossary CentreVu CMS Custom Reports GL 10 ...
Page 198: ......