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Preface

CentreVu CMS R3V5 Custom Reports

Organization and Use of This Document

P-4

Use of
Document

0

Use this document to step you through the process of creating CMS custom
reports. It includes all of the information needed to learn how to create the
reports.

Note

For a description of the

CentreVu CMS system, see the

CentreVu



CMS R3V5 Administration (585-215-820) document.

For examples and explanations of standard reports, see the
CentreVu



CMS R3V5 Reports (585-215-821) document.

If you have the Forecast feature of

CentreVu CMS, refer to the

CentreVu



CMS R3V5 Forecast (585-215-825) document to

learn how to use the Forecast subsystem and read the reports.

For a description of the

CentreVu CMS database items, see the

CentreVu CMS R3V8 Database Items and Calculations (585-210-
939) document.

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Summary of Contents for CentreVu

Page 1: ...585 215 822 Comcode 108501867 Issue 2 December 1996 CentreVu Call Management System Custom Reports ...

Page 2: ...the Sunlogo the SMCC logo SunLink SunSelect Solaris and Solstice DiskSuite are trademarks or registered trademarks of Sun Microsys tems Inc UNIX is a registered trademark in the United States and other coun tries licensed exclusively through X Open Corporation All other product names mentioned herein are the trademarks of their respective owners Ordering Information Call Lucent Technologies Public...

Page 3: ...s 1 1 General Information 1 1 Custom Reports and the Screen Painter 1 2 What Is a Custom Report 1 2 The Screen Painter 1 2 Tasks to Create a Custom Report 1 4 Reports That Cannot Be Customized 1 6 Database Items Not in Standard Reports 1 7 How CentreVu CMS Stores and Retrieves Data 1 7 How CentreVu CMS Stores Data 1 7 How CentreVu CMS Retrieves Data 1 11 Getting Started 2 1 General Information 2 1...

Page 4: ...ng a Block 3 9 Moving a Block 3 10 Copying a Block 3 13 Entering Report Text 3 13 Saving Your Work 3 14 Defining the Data for a Custom Report 4 1 Defining Fields for the Report Input Window 4 1 Step 1 Access the Define Input Window 4 2 Step 2 Define the Variable Name 4 2 Step 3 Enter a Field Prompt 4 4 Step 4 Define the Number of Field Columns and Rows 4 4 Step 5 Define the Field as Single Value o...

Page 5: ... Definition 4 36 Changing a Bar Definition 4 36 Defining the Rows of Data for a Report 4 37 Step 1 Access the Row Search Window 4 37 Step 2 List the Report Input Variables 4 38 Step 3 Select a Row Search ID 4 39 Step 4 Select Tables 4 39 Step 5 Select Rows in the Table s 4 42 Basic Where Clause 4 42 Where Clause with Variable 4 44 Multiple Where Clauses 4 44 Where Clause with a Range List Variable...

Page 6: ...a Table 6 14 Adding a Column 6 14 Changing a Column 6 14 Deleting a Column 6 14 Changing Data in a Table 6 16 Adding Rows of Data to a Table 6 16 Changing Rows of Data in a Table 6 17 Deleting Rows of Data From a Table 6 17 Including Forecast Data in a Custom Report 6 18 Including Exceptions Data in a Custom Report 6 21 Selecting Rows from More Than One Table 6 25 Alternative Row Search Conditions...

Page 7: ...Version 5 R3V5 administrators and split skill supervisors who are interested in creating custom reports Introduction 0 The CentreVu CMS R3V5 Custom Reports 585 215 822 document was written primarily for the CentreVu CMS administrator who has access to all parts of the CentreVu CMS and secondarily for administrators such as split skill supervisors who have limited access to the CentreVu CMS ...

Page 8: ...ucture of the book Organization of Document 0 The following list describes the contents of each chapter and appendix in this document Chapter 1 Introduction to CentreVu CMS Custom Reports Chapter 1 gives the following information Defines a custom report the Screen Painter and how CentreVu CMS stores and retrieves data Gives the tasks for creating a custom report Lists the standard CentreVu CMS rep...

Page 9: ...ws of data for a report Define fields on the report to show when the report was run and what items the report covers Chapter 5 Completing Your Custom Report Chapter 5 shows you how to Highlight fields Define no scroll areas Save and test a report design Understand test design error messages Run a custom report Chapter 6 Advanced Report Design Chapter 6 shows you how to Create a custom data table I...

Page 10: ...entreVu CMS system see the CentreVu CMS R3V5 Administration 585 215 820 document For examples and explanations of standard reports see the CentreVu CMS R3V5 Reports 585 215 821 document If you have the Forecast feature of CentreVu CMS refer to the CentreVu CMS R3V5 Forecast 585 215 825 document to learn how to use the Forecast subsystem and read the reports For a description of the CentreVu CMS da...

Page 11: ...822 document for more information Courier font Designates a word or phrase quoted directly from the CentreVu CMS system For example the Report destination field Also designates an INFORMIX table name For example the csplit table Courier bold font Designates something you type into the system For example type an x next to Printer Terminal or File Chapter Names Are always in quotes italic Highlights...

Page 12: ...records agent trace agent login logout and forecast records are stored by the number of records as defined in Data Storage Allocation Historical Reports Display past ACD data for various agent split skill trunk trunk group vector or VDN activities Monthly Data Daily data that has been converted to a monthly summary Multiuser Mode Any administered CMS user can log into CMS Data continues to be coll...

Page 13: ... to be collected if data collection is on This mode is required to change some CMS administration Subsystem Each CMS Main Menu selection for example Reports Dictionary System Setup Exceptions along with Timetable and Shortcut are referred to as subsystems Weekly Data Daily data that has been converted to a weekly summary ...

Page 14: ...istory Interface 585 215 824 CentreVu Call Management System Release 3 Version 5 Forecast 585 215 825 CentreVu Call Management System Release 3 Version 5 Upgrades and Migration 585 215 826 CentreVu Call Management System Release 3 Version 5 Sun SPARCserver Computers Installation and Maintenance 585 215 827 CentreVu Call Management System Release 3 Version 5 Sun SPARCserver Computers Connectivity D...

Page 15: ...ons 0 At times you may need to reference other documents You need to know where the documentation that was sent with the following is kept Switch Terminals Printers UNIX Solaris system UNIX is a registered trademark of Novell Inc Solaris is a registered trademark of Sun Microsystems Inc ...

Page 16: ...Preface CentreVu CMS R3V5 Custom Reports Related Documents P 10 ...

Page 17: ...er provides the following CentreVu Call Management System CentreVu CMS information Definition of a custom report Definition of the Screen Painter Tasks to create a custom report Standard CentreVu CMS reports that cannot be customized CentreVu CMS database items that are not in any standard reports but can be used in custom reports How CentreVu CMS stores and retrieves data ...

Page 18: ... historical A single custom report can contain either real time data or historical data but not both Also you run a custom report via the Custom Reports subsystem not from the Reports subsystem The Screen Painter 1 You design custom reports with a tool called the Screen Painter When creating historical and real time custom reports the Screen Painter tool lets you Copy existing report designs inclu...

Page 19: ...ompared to all calls answered in the day Include data from custom data tables that you create and populate within the CentreVu CMS database If you want to create custom data tables See Chapter 6 Advanced Report Design Caution If you create custom data tables then you need to make sure there is enough disk space available to store the data CentreVu CMS does not automatically check the available spa...

Page 20: ...me access and type 3 Copying an Existing Report Design Chapter 3 optional Copy an existing design so that you start with existing report headings data fields bars and other report features While this is an optional step you normally save a lot of time and trouble by copying and modifying an existing report design Both standard and custom report designs can be copied 4 Editing a Report with Blocks ...

Page 21: ...ask 8 If you copy a report design the definition of that report s data fields bars is copied You can then modify the data fields bars as required 8 Defining the Rows of Data for a Report Chapter 4 Define which rows of data in a table will supply data for the fields and bars you defined in Task 7 If you copy a report design the definition of that report s rows of data will be copied You can then mo...

Page 22: ...N Busy Hour report 11 Defining Stationary No Scroll Areas Chapter 5 Define parts of the report that will stay in the same place in the report window even when you are scrolling up and down or right and left You will normally define no scroll areas for column headers column totals and row identifiers If you copy a report design no scroll areas are copied You can then modify them as required 12 Savi...

Page 23: ...d difficult part of designing a custom report is defining the data that goes in the report To define custom report data you must first understand how CentreVu CMS stores and retrieves data How CentreVu CMS Stores Data 1 CentreVu CMS stores data in the CentreVu CMS database The database is divided into 54 different tables that can be used in custom reports A table is an array of columns and rows th...

Page 24: ...0 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 2003 2002 2001 1010 1008 1007 1006 1005 1004 1003 1002 1001 3201 7835 6666 3241 7762 5642 4440 5671 2221 2242 2287 3982 6543 2345 2022 4323 7655 3425 4563 8885 2 5 2 2 2 2 2 2 5 2 1 1 1 1 1 1 5 1 1 1 1 2 2 2 4 3 3 1 4 2 2 4 1 3 2 2 2 4 1 1 1 2 2 2 2 1 2 WORKMODE EXTENSION 3 6 ...

Page 25: ...0293 070293 070293 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 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 ACDTIME 10222 25410 30990 12400 29562 39045 14230 27034 39003 12567 26308 37856 10281 21173 34819 12115 29881 4...

Page 26: ...or login ID 1006 displayed in bold you see that the agent is logged into Split 1 on extension 5671 and is currently in AUX work mode In addition up to this point in the current interval the agent has had 20 ACD calls ACDCALLS 245 seconds of ACD talk time ACDTIME A column or a set of columns that cause the values in a row to be related is called an index An index stores data sequentially and adds s...

Page 27: ...ss the cagent Current Interval Agent table Then for each report field you assign the appropriate database items When you run the report CentreVu CMS will find in the cagent table the columns of data associated with the database items columns 2 5 6 and 7 in Figure 1 4 Note Each series of v s in the illustration represents a report field for which it is expected that CentreVu CMS will find multiple ...

Page 28: ...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 5544 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 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 2003 2002 2001...

Page 29: ...1 1 1 1 1 1 1 1 where Rows 1 SPLIT LOGID 3 3 3 5 3 3 3 6 3 EXTENSION WORKMODE 2 1 2 2 2 2 1 1 1 4 2 2 2 3 1 4 2 2 4 1 3 3 1 1 1 1 5671 4440 1001 3201 1002 1003 1004 1005 1006 20 11 9 15 19 21 58 644 245 988 777 400 4003 3003 3002 1 1 1 1 1 1 4 2 2 2 1 1 1 1 1 1 5 2 5 2 2 2 2 2 2 5 2 2221 2242 2287 3982 6543 2345 2022 4323 7655 3425 4563 8885 5642 7762 3241 6666 7835 1007 1008 1010 2001 2002 2003 2...

Page 30: ...l CentreVu CMS to access the hsplit Intrahour Interval Split table You must then assign the appropriate database items to the fields When you run the report CentreVu CMS finds the columns of data associated with the database items in the hsplit table see Figure 1 8 _________________________ INFORMIX is a registered trademark of Informix Software Inc Note Actually when you design a custom report yo...

Page 31: ...070293 070293 070293 070293 070293 070293 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 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 ACDTIME 10222 25410 30990 12400 29562 39045 14230 27034 39003 12567 26308 37856 10281 21...

Page 32: ... 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 39003 27034 14230 39045 29562 12400 30990 25410 10222 ACDTIME 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070193 070193 070193 070193 070193 070193 070193 07019...

Page 33: ...e selected database items and columns Thus the report shows data as follows Figure 1 10 Sample Custom Report 2 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 2 Getting Started walks you through these tasks Split 1 ACD Interval Calls Abandons 8 00am 399 36 Date 07 02 93 9 00am 400 46 10 00am 394 40 1...

Page 34: ...Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports How CentreVu CMS Stores and Retrieves Data 1 18 ...

Page 35: ...access and type the first task in designing a custom report Change a custom report s access or description Delete a custom report You do these tasks via the Edit Report Report Select window To complete the design of a custom report you must also follow the procedures in Chapter 3 Chapter 4 and Chapter 5 and optionally Chapter 6 To create change or delete a custom report you must have read and writ...

Page 36: ...2 1 Custom Reports Main Menu Note If you are a CentreVu CMS administrator you can also specify the owner of the report you are defining see Step 4 Define the User ID in this procedure If you are not a CentreVu CMS administrator you can define a report with only you as the owner You cannot define a custom report with a timetable 1a Select the Custom Reports option on the Main Menu and press the key...

Page 37: ...u give your report must be unique you may want to look at existing custom report names before entering a name for your report Use the following steps to list existing report names 2a Clear the fields 2b Enter an x to select a report access global or private 2c Enter an x to select a report type Historical or Real time 2d Press the key select List all and press the key again The List All window dis...

Page 38: ... 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 have created Note Your private report names can be the same as another user s private report names 2e Press the key to return to the Report Select window The List All window disappears and the cursor returns to the Report Select ...

Page 39: ...or private 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 Existing Report Design in Chapter 3 of this document Warning Do not use the following characters backslash semicolon grave accent tilde double quotes pipe asterisk question mark Note If you wa...

Page 40: ...e the Report as Real Time or Historical 2 Enter an x to select a report type option Real time or Historical When you design the report on the Screen Painter you are able to access data only for the category you select here For example if you select Real time you are not able to specify historical data in the report design Also when you go to run the report CentreVu CMS lists the report under the a...

Page 41: ...can access the Screen Painter to begin designing the report see Chapter 3 1 Press the key select Add and press the key again Successful appears on the status line If CentreVu CMS will not add the report name because the name is not unique List all to see what names already exist and go back to Step 2 Assign a Name to the Report in this procedure Return Return ...

Page 42: ...ort that already exists 2 Find the report you want to change and press to return to the Report Select window The cursor returns to the previously selected field of the Report Select window 3 In the Report name field on the Report Select window enter the name of the report whose description or access you want to change 4 If necessary change the default Report type selection Then press the key selec...

Page 43: ...annot delete another user s report unless you are a CentreVu CMS administrator 2 In the List All window find the report you want to delete and press to return to the Report Select window The List all window disappears and the cursor returns to the first field of the Report Select window 3 In the Report name field on the Report Select window enter the name of the report you want to delete 4 Press t...

Page 44: ...Getting Started CentreVu CMS Custom Reports Deleting a Custom Report 2 10 ...

Page 45: ...t window before you can access the Screen Painter for that report Access the Screen Painter using the following steps Figure 3 1 The Screen Painter Note You can access the Screen Painter for a report that someone else designed only if you are a CentreVu CMS administrator However if another user s report has global access you can add your own report name and then copy that user s report design on t...

Page 46: ...see the Editing a Report with Blocks section in this chapter This means you must press and hold the key then press the key This convention applies throughout this document when any set of two keys are shown side by side Moves the cursor eight spaces to the left You can also use when you are defining blocks see the Editing a Report with Blocks section in this chapter may not be available on some te...

Page 47: ...lumn by 132 column grid see Figure 3 2 However because the interior of the Screen Painter window is only 54 columns wide and 20 lines high you may need to scroll the Screen Painter horizontally or vertically to access areas that do not fit within the window Figure 3 2 Screen Painter Size and Cursor Position Note The widest custom report that you can display on your terminal without scrolling is 78...

Page 48: ...e secondary windows you must press the Screen Labeled Key SLK to close the window and return to the Screen Painter If you use the SLK to leave a secondary window and return to the Screen Painter the secondary window remains open However until you close the secondary window the Screen Painter is locked and you cannot enter text or select any other action list options Editing Keys in Secondary Windo...

Page 49: ...he report you are copying may overlap text fields or bars you previously entered on the Screen Painter If items in the copied report overlap existing items CentreVu CMS copies to the Screen Painter only those parts of the report that do not overlap To prevent overlapping you may need to clear the area in the upper left portion of the Screen Painter before copying a report design You can clear the ...

Page 50: ...nother user s private report designs unless you are a CentreVu CMS administrator If you do not know the report name first select List all For List all you can leave the Report name blank but you must complete the Report type field described later After you List all you can go back and enter the report name On the Screen Painter select the Get copy of design action list option The Get Copy window a...

Page 51: ...s selected CentreVu CMS may not find or copy the report you actually want Step 5 Verify the Report 3 Step 6 Copy the Report 3 If you want to copy another report design clear the upper left area by deleting or moving any existing block of text and fields see the Editing a Report with Blocks section in this chapter Then repeat Steps 1 through 5 Select Find one to verify that the report is the one yo...

Page 52: ...MS highlights the defined area A block can contain a single character of text a single field or bar several words of text several fields bars a combination of fields bars and text or a whole report design You can edit a report in blocks using the steps described in the following pages Note If part of the report you are copying overlaps existing text or fields on the Screen Painter CentreVu CMS doe...

Page 53: ...s original position and the following message appears on the status line Move cursor to define opposite corner of block press RETURN 2 Move the cursor to a position where you want the opposite corner of the block to be The block should include all fields and text you want to erase The block is highlighted as you move the cursor Ctrl c Note In our case study sample we want to erase the middle secti...

Page 54: ...e 1 On the Screen Painter place the cursor in a position where you want one corner of the block to be and select Move block The cursor returns to its original position and the following message appears on the status line Move cursor to define opposite corner of block press RETURN 2 Move the cursor to a position where you want the opposite corner of the block to be The block should include all fiel...

Page 55: ...ep the ACW time column but we want to move it over to the left next to the other report items we want to keep 3 Press The following message appears in the status line Move cursor to locate upper left corner of move press RETURN 4 Move the cursor to a new position for the upper left corner of the block and press All fields and text within the block move to the new location Return Return ...

Page 56: ...2 Figure 3 8 Case Study Sample Completing a Block Move When the block moves to its new location the block s text or fields cannot overlap any other text or fields If you do try to move a block to a location where it will overlap existing text or fields an error message displays in the status line ...

Page 57: ...ext helps you remember what each data field represents If you have to change fields this text saves you time Note Prior to completing a block copy you can press to cancel the copy 1 On the Screen Painter place the cursor in a position where you want one corner of the block to be and select Copy block The cursor returns to its original position and the following message appears on the status line M...

Page 58: ...portions of text use the Erase block action list option see the Erasing a Block section in this chapter Saving Your Work 3 If you want to save your work up to this point select the Save design action and press the key If you press before saving then the following message appears Figure 3 9 Save Report Message If you enter n or N you are returned to the Screen Painter without saving any changes If ...

Page 59: ...unks dates intrahour intervals and so on are included in the report Figure 4 1 Sample Report Input Window To define report input fields use the Define Input window Figure 4 2 You must complete a Define Input window for each input field When you are done you will have created a Report Input window When you or another user prepares to run your custom report this input window appears with the field p...

Page 60: ...s the report input field to the row search conditions This link enables CentreVu CMS to use the value s a user enters when running the report to search the database for appropriate report data See Figure 4 3 If you copy a report via Get Copy then 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 61: ...and intrahour intervals from 8 00 a m to 11 00 a m CentreVu CMS identifies 1 as the value for variable name i_split 07 01 93 as the value for variable name i_date and 8 00 a m to 11 00 a m as the values for variable name i_time CentreVu CMS then searches the specified database items SPLIT ROW_DATE and STARTTIME in the Intrahour Agent hagent table for rows that have those values Finally CentreVu CM...

Page 62: ...mbers you enter here cannot exceed 50 If the user will order the report with names for example split names instead of numbers make sure the field is large enough for the user to enter the complete name up to 20 characters If the user can enter a range of values make sure the field is large enough for any range the user might possibly enter Step 5 Define the Field as Single Value or Range List 4 En...

Page 63: ...system values and are values CentreVu CMS can use to search the database tables Check that the user has permissions to run a report for the entries Allow the user to enter names defined in the Dictionary subsystem For example if you define an input field for the user to select a split skill for the report by assigning the Split Skill field type to the input field the following would be possible If...

Page 64: ...c 1 Generic 3 or four digits as administered for System 85 Generic 2 Logout reason The user must enter a Logout reason code number or name as defined in the Dictionary subsystem Number The user enters a number which may include digits to the right of the decimal point This type applies if your variable field asks for specific values about ACD performance for example number of ACD calls or percent ...

Page 65: ...ue is a call work code ROW_DATE the value is a date Trunk state The user must enter a trunk state name standard name or new name as defined in the Dictionary subsystem Standard names are IDLE SEIZED QUEUED and so on VDN The user must enter a Vector Directory Number of one to five digits as administered for System 75 Generic 1 Generic 3 or three to five digits as administered for System 85 Generic ...

Page 66: ...re defining is a type listed under the heading associated ACD required These field types require an associated ACD because they are administered for each ACD For other field types not administered per ACD CentreVu CMS ignores any selection of an associated ACD Select Current ACD if either of the following conditions is true You have only one ACD You always want the report to show data for the user...

Page 67: ...nd repeat steps 2 through 9 Note Select Variable name only if the user s who will run the report has read permission for more than one ACD You can create such a report without knowing if the user has read permission for more than one ACD If you do and the user does not have read permission the user will not be able to view the report Note Add saves newly defined input fields If you have previously...

Page 68: ...e following steps Figure 4 4 The Define Input Order Window 1 After you have defined and saved all of your input fields select the Order action list option The Define Input Order window appears The window displays the prompts for each input field you have defined 2 Enter 1 next to the prompt you want to appear first on the Report Input window Enter 2 for the second prompt 3 for the third and so on ...

Page 69: ...ct Find one The defined characteristics of the variable name appear Before entering any variable names you may first want to do a List all to see what report input fields you have already defined 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 multiple ...

Page 70: ...o the field CentreVu CMS finds only one value v s indicate that the field is repeated vertically in the report That is the field appears as a column of fields because based on the row search conditions assigned to the field CentreVu CMS finds multiple values h s indicate that the field is repeated horizontally in the report That is the field appears as a row of fields because based on the row sear...

Page 71: ...tion and the following message appears Move cursor to define opposite corner of field and press RETURN 1b Move the cursor using the arrow keys to define a field length and press Be sure the field is long enough to contain the data If the field is too short for a value the report shows asterisks in the field or if the data is a word cuts letters off The field appears as a question mark followed by ...

Page 72: ...ou define here You can enter the following types of data expressions Database Items 4 A database item is the name of a column of data in a table either standard or custom When you enter a database item you must always add the name of a table and a period as a prefix The format is as follows table name database item Examples dsplit ACDCALLS hagent STARTTIME ctkgrp NUMINUSE Standard database items S...

Page 73: ...stimated 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 val...

Page 74: ...st Calculation names 4 A calculation name is a name as defined in the Dictionary subsystem that can substitute for the actual calculation The calculation name can be a standard name used in standard reports or a name you define You cannot append a table name to a calculation name Therefore you must specify a table name in the Table for calculations field A calculation name normally reflects the pu...

Page 75: ... 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_NO...

Page 76: ...n 07 02 93 CentreVu CMS would find all rows shown in bold However CentreVu CMS would display only the value 418 shown in the box which is the maximum ACD calls in any single interval on 07 02 93 Likewise if you entered max ACDTIME ACDCALLS for the field CentreVu CMS would display the value 101 53 which is the highest average talk time in any single interval on 07 02 93 Caution You should not add t...

Page 77: ...for a field in a report then for Split 1 and all intervals on 07 02 93 CentreVu 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 ACDCALLS for the field CentreVu CMS would display only the value 1774 which is the total of all ACD calls and abandons for Split 1 on 07 02 93 DATE STARTTIME SPLIT ACDCALLS AB...

Page 78: ...ould count the number of rows that match and display the 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 want to track some specific measure of performance by ACD elements for example the number of agents currently logged into a split the number of trunks that were occupied for more than 80 of the time...

Page 79: ...tem for AVG_POS_STAFF which is I_STAFFTIME INTERVAL 60 and apply the hsplit table name to the database items In effect the two fields make the calculation hsplit I_STAFFTIME hsplit INTERVAL 60 Step 4 Justify Data in the Field 4 Select from the Justification list the way you want CentreVu CMS to line up data when the data appear in the field Normally numerical data is right justified so that the ri...

Page 80: ... average such as the average staffed positions per interval I_STAFFTIME INTERVAL 60 you may want to include decimal places When you run the report the decimal point and the decimal places will use up spaces in the field For example if the field contains six spaces and you specify three decimal places for the field then data will appear with two characters to the left and three characters to the ri...

Page 81: ...items with the CHAR column type String as used here does not have the same meaning as string value database item as defined for the Dictionary subsystem For the purposes of custom report design Dictionary names for string value database items are referred to as Synonyms and include names for agents splits VDNs trunk groups and vectors In fact for the VDN and LOGID database items you may wish to se...

Page 82: ...ACD LOGID TKGRP SPLITb VDN VECTOR AUXREASON LOGOUTREASON CWC b Contains skill or split values Agent States workmodec ag_origd ag_dir ag_dest ag_pref c Applies to the WORKMODE database item in both the Agent and Agent Trace tables d Available only with adjunct routing on a Generic 3 WORKMODE ORIGIN DIRECTION DESTINATION PREFERENCE Trunk States tkstate tk_pri tk_qtype tk_vpria tk_dir all_busy TKSTAT...

Page 83: ...ber of hours Enter as many h s as there 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 count is reset to 00 when the seconds count reaches 60 Specify more than two digits for minutes if the minutes will exceed 99 For example if you enter mmmm ss 2822 35 28...

Page 84: ...ime Formats for Report Fields HH The hour only in military time 24 hour clock For example 15 equals 3 00 p m hh The hour only according to a 12 hour clock For example 3 could mean 3 00 a m or 3 00 p m For this reason if you use hh you should also add am hham mm The number of minutes after the hour only ss The number of seconds into the minute HH mm ss or HH mm 24 hour clock time either to the seco...

Page 85: ...this chapter 1 On the Screen Painter place the cursor on the field you want to change and select Field The cursor returns to the field and rests on the last space of the field The following message appears on the Screen Painter status line Move cursor to define opposite corner of field press RETURN 2 If desired move the cursor using the arrow keys to either make the field longer or shorter and pre...

Page 86: ...search conditions assigned to the bar CentreVu CMS finds only one value V s indicate that the bar is repeated vertically in the report The bar appears as a series of bars one over the other because based on the row search conditions assigned to the bar CentreVu CMS finds multiple values H s indicate that the bar is repeated horizontally in the report The bar appears as a series of bars side by sid...

Page 87: ...7 The Bar Window with Sample Input 1b Move the cursor using the arrow keys to define the length and width of the bar and press A question mark appears 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 Bar window also appears Return ...

Page 88: ...the database item by 60 In addition to complete your definition of bar data you must as for field data define row search conditions for the bar s This includes whether a bar you define will be repeated to display multiple bars for multiple values See the Defining the Rows of Data for a Report section in this chapter Step 3 Define the Table s for Calculation Names 4 Enter a table name in the Table ...

Page 89: ...n this way the end of the scale always represents the maximum graph value you define No scale The bar does not have a scale see Figure 4 8 You may want this option if the scale defined for another bar applies to the bar you are currently defining For example in Figure 4 8 the scale for the ACD Calls bar could apply to the Abandons bar A scale defined for one bar appears in correct relation to othe...

Page 90: ...Bars in a Report 4 32 Figure 4 8 Bars With and Without Scales 04 19 95 00 30 AM CentreVu TM CMS Windows 2 of 5 Custom Reports Historical split status Tick Mark Scale With Tick Marks Scale Without Tick Marks Bar With No Scale Within Service Level ACD Calls Abandons Row 1 Col 1 ...

Page 91: ...esent when the bar is at its maximum length or height If you select Variable name you must also enter in the accompanying field a variable name that references a report input field Thus selecting Variable name allows 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 Figure...

Page 92: ...ter must be identical to the variable name you assign to a report input field see Defining Fields for the Report Input Window in this chapter Step 8 Define the Second Threshold 4 Enter an x in the Second threshold list to select a fixed threshold variable threshold or no threshold The second threshold identifies the point at or above which the bar changes color normally to indicate a warning condi...

Page 93: ...hreshold but is above the first threshold The bar changes to a warning color when the bar is at or below the first threshold Reversed colors would be appropriate for a bar that represents the percentage of calls answered within service level see Figure 4 10 In this case you would want the bar to be a normal color when the percentage is high a caution color when the percentage goes down and a warni...

Page 94: ...r bars in the direction that the bar will repeat That is if the bar will be repeated vertically no other bars or text or fields can appear directly below the bar If the bar will be repeated horizontally no other bars or text or fields can appear directly to the right of the bar 1 On the Screen Painter place the cursor on the bar you want to change and select Bar The cursor returns to the bar and r...

Page 95: ...cific values for the database items or calculations These variable names allow CentreVu CMS to use the values entered in the Report Input window in its row search criteria From the rows CentreVu CMS finds report data is retrieved for the report fields See How CentreVu CMS Stores and Retrieves Data in Chapter 1 for a description of this process The task of defining the rows of data for report field...

Page 96: ...the window s contents via the SLK and Print window option 2c Press to return to the Row Search window The List Inputs window disappears and the cursor returns to the Row Search window Commands Exit Note If you defined report input fields in the Define Input window or you copied a report design that has report input fields your row search criteria use the variable names for those input fields Conve...

Page 97: ...mma to separate multiple table names Example From table s hagent dagent________ If you are going to assign this row search ID to a particular report field bar the name s in the From table s field must include the table name s that you assigned to the report field Note If you are going to use multiple tables at least one join clause must appear in the Row Search ID assigned to the field A join clau...

Page 98: ...or the previous interval cvector Vector data for the current interval pvector Vector data for the previous interval cvdn VDN data for the current interval pvdn VDN data for the previous interval ccwc Call Work Code CWC data for the current interval pcwc CWC data for the previous interval Table 4 7 Historical Table Names Name Data Stored hsplit Split Skill data for each intrahour interval dsplit Sp...

Page 99: ...tor data summarized by day wvector Vector data summarized by week mvector Vector data summarized by month hvdn VDN data for each intrahour interval dvdn VDN data summarized by day wvdn VDN data summarized by week mvdn VDN data summarized by month hcwc CWC data for each intrahour interval dcwc CWC data summarized by day wcwc CWC data summarized by week mcwc CWC data summarized by month call_rec Cal...

Page 100: ...your report the database items you specify in the Select rows where field should include index items For a historical report you should especially include a where clause with the ROW_DATE database item If your row search is 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 the appropriate table listing in Appendix A...

Page 101: ... CentreVu CMS finds the row in the table Figure 4 12 for Split 5 and fills in the report fields with data from that row in bold in the figure Figure 4 12 Sample Current Interval Split Table Thus the report fields show the following data Split 5 ACD Calls 451 Average Talk Time 61 the result of 27635 451 Note This example of row search criteria would also include the selection of an ACD See Where Cl...

Page 102: ...those available for a basic where clause Look at the following where clause Select rows where SPLIT splitvar This where clause tells CentreVu CMS to search for rows with the Split value the user enters when ordering the report The example clause presupposes that the variable name splitvar has been defined on the Define Input window Multiple Where Clauses 4 To put two or more clauses in a statement...

Page 103: ... statement as shown in the following example Select rows where SPLIT splitvar and ROW_DATE datevar and ACD acd If you use the variable name acd you do not need to define the variable in the Define Input window CentreVu CMS always understands acd to be the current ACD However if you wish you can define a different variable name for the ACD database item so the user can specify the desired ACD s whe...

Page 104: ...W_DATE datevar and SPLIT splitvar and ACD acd and you select n for Range list for both the splitvar and datevar variables CentreVu CMS will find a single row containing the date and split the user enters when ordering the report Repeated vertically Select Repeated vertically to display a column of multiple field values or a vertical series of bars one for each value If you select Repeated vertical...

Page 105: ...ld s CentreVu CMS finds multiple values if one of the following conditions exists Your where statement specifies one or more ranges of values On the Define Input window you entered y for Range list for at least one variable Your where statement is general enough to select multiple rows One example of a general where statement for the dsplit table would be Select rows where ROW_DATE datevar and ACD...

Page 106: ...t values Descending order means CentreVu CMS displays data from the highest to the lowest values Continuing with the previous example if the Order by database item is ROW_DATE and you choose a descending order the data will be listed as shown below Figure 4 13 Sample of Data Ordered by Date in Descending Order For dates and times lowest values are those dates times farthest in the past DATE SPLIT ...

Page 107: ...by field CentreVu CMS would then display data by date as in the following report Figure 4 14 Sample of Data Ordered by Date in Ascending Order If on the other hand you enter dsplit SPLIT in the Order by field CentreVu CMS displays data by split as shown in the following report Figure 4 15 Sample of Data Ordered by Split DATE SPLIT ACDCALLS 10 10 92 1 40 10 10 92 2 36 10 10 92 3 30 10 11 92 1 25 10...

Page 108: ...database item is that data will be ordered first by values found for the first sorting database item then sorted by values for the second sorting database item and so on For example Order by dsplit SPLIT dsplit ACDCALLS would cause the data shown in the previous illustration to be ordered as follows Figure 4 16 Sample of Data Ordered by Split and ACD Calls Notice that the data is first sorted by s...

Page 109: ... assigned row search ID for example a field that is part of a design you have copied you must first remove the existing row search ID assignment See Changing the Row Search Field Assignment s later in this section 1 On the Screen Painter place the cursor on a field to which you want to assign a row search ID To assign a row search ID to several fields at one time place the cursor in a position fro...

Page 110: ... the row search ID to that field bar The cursor defines a block on your terminal in inverse video or color 6 Press The in each field bar changes to the row search ID to indicate the row search conditions have been assigned Additional characters fill the field or bar as shown in the following illustrations Tab Shift Tab Return 04 19 95 00 30 AM CentreVu TM CMS Windows 2 of 5 Custom Reports Screen P...

Page 111: ...tically Repeated A report with the design in Figure 4 19 might appear as shown in Figure 4 20 04 19 95 00 30 AM CentreVu TM CMS Windows 2 of 5 Custom Reports Screen Painter split status Hist Split Sales West 100 82 00 04 19 95 00 30 AM CentreVu TM CMS Windows 2 of 5 Custom Reports Screen Painter split status Hist Add highlights Bar Copy block Define input Erase block Field Get copy of design Move ...

Page 112: ... 95 00 30 AM CentreVu TM CMS Windows 1 of 5 Custom Reports Screen Painter split status Hist Split Sales West Date 06 08 93 Interval Percent Within Service Level 100 8 00am 8 30am 9 00am 9 30am 10 00am 10 30am 04 19 95 00 30 AM CentreVu TM CMS Windows 2 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...

Page 113: ...inter split status Hist Split Sales West 100 8 00am 8 30am 9 00am 9 30am 10 00am Percent Within Service Level Date 06 08 93 1 On the Screen Painter select the Row search action list option The Row Search window appears 2 Enter a number from 0 to 9 in the Row Search ID field and select the Find one action list option The row search conditions for the ID appear Note For a Find one search only your e...

Page 114: ...ields bars at one time place the cursor in a position from which you can define a block that includes all appropriate fields bars 2 Select the Row search action list option The Row Search window appears 3 Enter the desired row search ID and select the Find one action list option The row search conditions for the ID appear 4 Select the Remove fields action list option The Row Search window disappea...

Page 115: ...hat is CentreVu CMS simply takes the values you enter for an input variable as defined in the Define Input window and displays those values on the report To define a field with one of these types of information use the following steps Step 1 Access the Variable Time Date Window 4 Figure 4 23 The Var Time Date Window Step 2 Define the Display Type and Format 4 On the Screen Painter place the cursor...

Page 116: ... month represented by three letters yy The year as two digits yyyy The year as four digits dd The numerical day of the month jjj The day of the year in the Julian calendar www The day of the week as three letters An example of combined formats would be the standard date format mm dd yy Or you could enter just the day and month mm dd time report was run Select this option to display the time you ra...

Page 117: ... and time fields input variable Select input variable to display data exactly as it is entered in one of the fields on the Report Input window You must 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 current when you ordered the report You must also en...

Page 118: ...any errors before saving Select Save The Var Time Date window disappears CentreVu CMS marks the field in one of the following ways For a date the format you defined is displayed for example mm dd yy For a time the format you defined is displayed for example hh mmam For an input variable a string of dollar signs is displayed with the number of dollar signs equaling the field length you assigned to ...

Page 119: ...following steps Note You cannot change the way bars are displayed with the procedure that follows However you can change the bars threshold colors via the SLK and the Options Color submenu selection 1 On the Screen Painter place the cursor in a position where you want one corner of a block to be and select Add highlights The cursor returns to its original position and the following message appears...

Page 120: ...g Causes the text data in the defined area to blink continuous alternation between dim and normal brightness or foreground background colors Bright Makes the text data in the defined area become bright If your terminal does not have a bright capability bright will equal normal Dim Makes the text data in the defined area become dim If your terminal does not have a dim capability dim will equal norm...

Page 121: ...color terminals only Default This setting displays text in the color set in the Options Color window which you access via Specific color This setting assigns to the text one of the eight 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 This setting display...

Page 122: ...d areas are no scroll areas Figure 5 2 Sample Non Scroll Areas No Scroll areas apply only to reports that you are viewing on your 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 disappears off the left side of the window But while you scroll the data the agent on the left r...

Page 123: ...s use the following steps 1 On the Screen Painter select Upper left no scroll The cursor returns to the upper left corner of the report The following message appears on the status line Move the cursor down and right Press RETURN when finished 2 To define a no scroll area at the top move the cursor down the desired number of lines To define a no scroll area on the left move the cursor to the right ...

Page 124: ...areas The following message appears on the status line Move the cursor down and right Press RETURN when finished 2 To change a no scroll area at the top move the cursor up or down the desired number of lines To change a no scroll area on the left move the cursor to the right or left As you move the cursor CentreVu CMS highlights the no scroll area that you add or removes the highlight for the no s...

Page 125: ...reVu CMS displays errors do the following Note the errors Press the SLK Fix the errors on the Screen Painter Repeat Step 1 1 On the Screen Painter select Save design Successful may appear on the Screen Painter status line If you did not define all necessary elements of the design the Save Design window appears with a list of errors When there are errors in the design certain items may be deleted f...

Page 126: ...t design regularly can save you time Use the following steps to test a report design Figure 5 3 Sample Test Design Window Phase One Errors 1 On the Screen Painter select Test design If your design has Phase One errors a window Figure 5 3 listing those errors appears See the following section Test Design Error Messages for a description of these errors If your design has no Phase One errors the Tes...

Page 127: ...dow 2 Complete the fields on the Report Input window and select Test select A list of the row search conditions appears Figure 5 5 with a list of any Phase Two errors See Test Design Error Messages for a description of these errors Note If you had Phase One errors fix the errors indicated and go back to Step 1 If you have no errors No errors found appears in the window ...

Page 128: ...on contains Phase 1 error messages Table 5 1 lists the messages alphabetically and includes a cause and a recommended solution for each message 3 If you have errors then do the following Note the errors Press the SLK Fix any errors Select Test design again Repeat Steps 1 and 2 Exit Note For real time reports the link to the switch must be up for the current ACD and there must be data for the parti...

Page 129: ... corrective action Table 5 1 Phase 1 Error Messages Continued Caution If you run a report that merges data from two tables particularly tables with large amounts of data into a single field and your Select rows where statement is not specific enough you may get this error message The specific cause may be that the number of selected rows is very large and CentreVu CMS does not have enough space to...

Page 130: ...sages 5 12 Message CMS system error Updating translations Cause CentreVu CMS cannot test the row search criteria while CentreVu CMS is receiving the set of configuration data from the switch Solution Wait until configuration data has been sent Then rerun the test of report design ...

Page 131: ...he keyword COUNT in row search criteria Solution Remove the keyword COUNT from the row search criteria Message keyword MAX invalid in where clause Cause You cannot use the keyword MAX in row search criteria Solution Remove the keyword MAX from the row search criteria Message keyword MIN invalid in where clause Cause You cannot use the keyword MIN in row search criteria Solution Remove the keyword ...

Page 132: ...l Error Codes 201 Description A syntax error has occurred Solution Check that you have not misspelled an RDSQL statement placed key words out of sequence or included an INFORMIX SQL reserved word in your query 202 Description An illegal character has been found in the statement Solution Remove the illegal character often a nonprintable control character and resubmit the statement 203 Description A...

Page 133: ...h CHAR data types Check the data type for the offending column 220 Description There is no FROM clause in the query Solution Must include a FROM clause in the query Check that you do not have an illegal character etc or a CONTROL character in the line prior to the FROM keyword 223 Description Duplicate table name table name in the FROM clause Solution Remove the redundant table name from the state...

Page 134: ...eturned 297 Description The SELECT list may not contain a subquery Solution Remove the subquery from the SELECT list in the statement 300 Description There are too many GROUP BY columns maximum is eight Solution Reduce to eight or less the number of nonaggregate database items that are assigned the same row search ID as that assigned to an aggregate function 301 Description The total size of the G...

Page 135: ...at you have not included a database item of a string type VDN LOGID etc in the aggregate function statement 522 Description A database item in a field bar does not exist in the table specified in the field s row search ID Solution Check the Select statement that has the error The database item that does not exist in the table will be marked with a circumflex Change or delete the database item or c...

Page 136: ...f two digits are used RDSQL assumes the year is 19xx Check the value entered in the date field 1205 Description Invalid month in date Solution Months must be represented as the number of the month 1 through 12 Check the value entered in the date field 1206 Description Invalid day in date Solution Days must be represented as the number of the day 01 through 31 Check the value entered in the date fi...

Page 137: ...ent Solution Remove 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 for required commas in the From tables field 4 Description An invalid column has been specified it is not found in any of the specified tables Solution Check the spelling of the column names 5 Description A mixture of a...

Page 138: ...ample you cannot take the SUM or AVG of a character column Solution Check the arguments for the aggregates and be sure that data type is appropriate 9 Description In the Select of one 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 errors in the fields ...

Page 139: ...r historical appears The list includes all existing global reports and your private reports 3 Select the desired report The Report Input window for the report appears 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 Complete the fields of the Report Input window and select ...

Page 140: ...Completing Your Custom Report CentreVu CMS Custom Reports Running Custom Reports 5 22 ...

Page 141: ...mark of Informix Software Inc Note Instructions on the use of INFORMIX SQL appear in this document as a 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 the INFORMIX SQL Relational Database Management System User Guide for INFORMIX SQL If you purchased ISQL with the CentreVu C...

Page 142: ...e table definitions using the Backup Data window Because the custom table definitions will be lost you will not be able to restore the custom data that was saved using the Backup Data window For this reason it is recommended that you make your own backups of the custom table definitions using the UNIX a system Solaris b system If you lose INFORMIX table definitions and or custom data you can resto...

Page 143: ...windows and menus disappear and the UNIX prompt appears 1c At the prompt type the following command DBPATH cms db inf Press the key Type export DBPATH Press the key The UNIX prompt reappears 1d At the prompt type the following pathname usr informix bin isql Press the key The INFORMIX logo appears followed by the INFORMIX Main Menu Commands Return Return Return INFORMIX SQL Form Report Query langua...

Page 144: ...te To escape from a step and go back to the previous step press or depending on your keyboard 2a At the INFORMIX Main Menu select Table The Select Database screen appears Return Delete Del SELECT DATABASE Choose a database with the Arrow Keys or enter name then press Return cms Press CTRL W for Help CMS 2b Type cms and press The Table menu appears Return TABLE Create Alter Infor Drop Exit Create a...

Page 145: ...derscore For example type c_workcode Press the key The Create Table menu appears with a highlighted box beneath Column Name Return CREATE TABLE c_workcode Add Modify Drop Screen Exit Adds columns to the table above the line with the highlight Page 1 of 1 cms Press CTRL W for Help Column Name Type Length Index Nulls 2e Select Add The Add Name screen appears ADD NAME Enter column name RETURN adds it...

Page 146: ...items only if you enter the name in lowercase letters in the Dictionary subsystem The Dictionary Custom Items window accepts only lowercase letters for custom item names that are the same as standard database items Press the key The Add Type screen appears Return ADD TYPE c_workcode Char Number Serial Date Money date Time Interval Prints any combination of letters numbers and punctuation Page 1 of...

Page 147: ...t digits Float A Float column stores floating point numbers with up to 14 significant digits Serial Serial columns store a unique sequence number in each row of the table Date Date columns store calendar dates with the format mm dd yy date Time Not supported by CMS Custom Reports However it is supported by INFORMIX You must type T in order to select date Time A date Time column allows you to speci...

Page 148: ...RECISION Select either Smallfloat or Float PRECISION appears for the Float type INDEX Enter y if you want to make the column an index INDEX appears for all types except Serial A column with the Serial data type automatically becomes an index Make the column an index only if the column will be used for row searches and the table will contain more than 200 rows of data DUPLICATES Enter y if you want...

Page 149: ... with the number you enter As each new row of data is added to the table INFORMIX assigns that row the next number in the sequence ADD STARTING NUMBER appears only for Serial NUMERIC Type the first letter of the numeric you want Integer Smallint Decimal or Float LENGTH Enter the number of digits the column will store for a single piece of data LENGTH appears for Char and Decimal types SCALE Enter ...

Page 150: ...Exit c_workcode Build new table Discard new table Builds a new table and returns to the Table Menu Page 1 of 1 cms Press CTRL W for Help Column Name Type Length Index Nulls cwc Char 16 Unique No price Decimal 8 2 No 2l Select Build new table The Table menu reappears If no errors are found then your table has been added If errors are found then you must go back to the Alter Table screen and correct...

Page 151: ...ocument 3a On the Main Menu select FORM The FORM menu appears FORM Run Modify Generate New Compile Drop Exit Use a form to enter data or query a database cms Press CTRL W for Help 3b Select GENERATE The GENERATE FORM screen appears GENERATE FORM Enter the name you want to assign to the form then press Return cms Press CTRL W for Help 3c Enter a name up to ten characters for the form associated wit...

Page 152: ...s CTRL W for Help 3e Select Table selection complete The screen form specification was successfully compiled appears when processing of the form is complete then the FORM menu appears 3f Select Run The RUN FORM window displays the table you selected RUN FORM Choose a form with Arrow keys or enter a name and press Return cms Press CTRL W for Help workcode 3g Press the key The PERFORM menu appears R...

Page 153: ...es to exit INFORMIX The UNIX prompt appears 3n Press The CentreVu CMS windows and menus that were displayed before you accessed UNIX reappear Note To design a custom report that uses data from the table you must also enter the column names database items in the Dictionary Database Item Custom Items window Caution CentreVu CMS does not automatically check the database for disk space used by data in...

Page 154: ... want to change and press The ALTER TABLE menu appears Return Return 1 Select Add to add a new column The ADD NAME screen appears 2 Complete the fields for the new column 3 Press the key when you have finished adding the column s and go to Step 3 of Deleting a Column The ALTER TABLE menu appears Del 1 Select Modify to change a column The MODIFY NAME screen appears 2 Use the arrow keys to select a ...

Page 155: ...rs and the ALTER TABLE menu appears 3 At the ALTER TABLE menu select Exit when you are finished changing the table The Build new table menu appears 4 Select Build new table to save your changes Select Discard new table to ignore your changes Note If you change columns in a table then you may have to rebuild the form assigned to the table ...

Page 156: ...Menu select Form The FORM menu appears 2 Select Run The RUN FORM screen and a list of forms appear 3 Enter the name of a form and press The PERFORM menu appears Return 1 Select Add to add rows of data The table s column fields appear with the cursor in the first field 2 Enter data in the fields Use or to move between fields 3 Press when you have added a row of data The PERFORM menu reappears The m...

Page 157: ...ess The column fields fill with data for that row 3 Select Update and press the key The Update screen appears 4 Use the arrow keys to move the cursor to the data you want to change Overtype the data and press The PERFORM menu reappears The message This row has been changed also appears Esc Return Esc 1 To delete a row of data repeat Steps 1 and 2 of Changing Rows of Data in a Table in this section...

Page 158: ...oes not appear if you select List all in the Get Copy of Design window 2 CentreVu CMS stores current day forecast data in two separate tables f_cday This table primarily contains forecast administrative data entered in the Current Day Configuration window f_cdayrep This table contains the agent positions required and forecast calls carried data as well as objectives entered in the Call Handling Pr...

Page 159: ...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 Variable time date Split Forecast Method 1x Date Forecast Number Calls Agents Time Carried Req d 0vvvvv 0vvvvv 0vvvvvvv Field Window Select f_cdayrep NUMAGREQ______________ ________________________________ Field Window Select f_cdayrep FCALL...

Page 160: ...ield types In this way the data in the tables will match Note In the standard Current Day Forecast FMETHOD normally displays a character string either Seasonal trending Current trending or No trending However the CentreVu CMS database actually stores a number to represent each method So if you include the FMETHOD database item in a report CentreVu CMS displays a number not a character string in th...

Page 161: ... the Get Copy of Design 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 report to list the types of exceptions that occurred then the types must be listed as numbers see the CentreVu CMS R3V8 Database Items and Calculations 585 210 939 document for a d...

Page 162: ...________________ ________________________________ Field Window Select vdnex TIME______________________ ________________________________ Field Window Select vdnex VDN_______________________ ________________________________ Field Window Select vdnex VECTOR____________________ ________________________________ Screen Painter ACD Date VDN Exceptions Time VDN Vector Exception Limit Threshold ___________...

Page 163: ...ypes as numbers However another way of 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 Figure 6 7 CentreVu CMS would then count the rows that had that exception type and display the total in the report VDN Exceptions ACD burbank Printed 04 10 93 04 35 PM Date 04 09 93 Time Time VDN Vector Excepti...

Page 164: ..._________________________ ______________________________________ Row Search Table agex_____________________________ Select rows where EXTYPE 7 and SPLIT i_split Exception Type Number Time in ACW 11 Time in AUX 3 Time AVAIL 14 Time on Ext in 10 and ROW_DATE i_date_________ Field Window Select count ______________________________ ______________________________________ Row Search Table agex__________...

Page 165: ...n intrahour interval where data is taken from the hsplit table and divide by the total ACD calls the split handled for the day where data is taken from the dsplit table To merge data from two tables into a single report field The two tables must have at least one database item in common Typically the database items in common are indexes Both table names must be entered in the Table field of the Ro...

Page 166: ...n the other table In this example you would add join clauses shown in bold for every regular where clause hsplit SPLIT i_split and hsplit ROW_DATE i_date and hsplit STARTTIME i_time and hsplit ACD acd and hsplit SPLIT hagent SPLIT and hsplit ROW_DATE hagent ROW_DATE and hsplit STARTTIME hagent STARTTIME and hsplit ACD hagent ACD The report design shown in Figure 6 8 illustrates how this row search...

Page 167: ...ft no scroll Variable time date Time Percent Agent ACD of Split Agent Calls Calls 0vvv 0vvvvv 2vvvvvvv 1xxxxx Field Window Select 100 hagent ACDCALLS hsplit ACDCALLS __ _______________________________________ Field Window Select hagent ACDCALLS_______________________ ______________________________________ Row Search Window Row Search ID 2 From table s hsplit hagent Select rows where hsplit SPLIT i...

Page 168: ...uded 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 Figure 6 9 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 1...

Page 169: ...ere clauses as in the following example Select rows where SPLIT 1 and SPLIT 5 Then when you run the report CentreVu CMS finds rows for Splits 1 through 5 as shown in Figure 6 10 Figure 6 10 Sample Use of Ranges in Where Clauses Note In most cases the easiest way to specify a range is to define a report input field that accepts a range See the Selecting Rows Based on a Range of Values section in th...

Page 170: ... in apostrophes For historical reports only an alternative format for these database 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 question mark The asterisk matches any and all characters including blanks and no characters Look at the following e...

Page 171: ... login IDs login IDs from 2000 to 2999 would be excluded Using String Value Database Items 6 String value database items contain numerical data that the Dictionary subsystem translates to display current states or state changes For example a report 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 Howev...

Page 172: ...sion in list of values As with a basic where clause the Expression can be a database item or calculation The values you list in the parentheses must be separated by commas Also you must use apostrophes for those values that normally require them For example the following where clause specifies three dates for the report Select rows where ROW_DATE in 07 01 93 07 08 93 07 15 93 The following where c...

Page 173: ...ed to aggregate functions However you may at times want CentreVu CMS to display multiple values for an aggregate function In historical reports only CentreVu CMS can display multiple values for an aggregate function For CentreVu CMS to do this the aggregate function must share a row search ID with one or more fields that do not have an aggregate function For example you may want a report Figure 6 ...

Page 174: ... in our example and the maximum ACD calls 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 where SPLIT i_split and ROW_DATE i_date Row search ID 0 and STARTTIME i_time and ACD acd Order by _____________________ Sort type Select one x Ascending Field bar...

Page 175: ...391 142 480 491 297 399 299 138 400 300 225 394 323 105 418 246 100 417 247 141 444 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 27635 15321 35401 19768 9786 33389 26789 12530 37651 29602 11523 36178 24303 15628 40002 29881 12115 34819 21173 10281 37856 26308 12567 39003 ACDTIME 988 777 400 1058 64...

Page 176: ...naggregate fields Assigning 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 vector numbers and so on If you assign the same row search ID to both aggregate functions and a nonaggregate field the report displays a single value for each unique value found ...

Page 177: ...A 1 A Database Items and Calculations General Information 1 Reference 1 Please refer to the CentreVu CMS R3V8 Database Items and Calculations 585 210 939 document for full descriptions of the database items and calculations avaialable through the CentreVu Call Management System CMS ...

Page 178: ...Database Items and Calculations CentreVu CMS Custom Reports General Information A 2 ...

Page 179: ...iated or assigned to an input field as defined in the Define Input window When an input field is associated with an ACD the values the user enters into the field will apply to that ACD only For example if an input field requiring a split number also has associated ACD 1 the selected split number will be a split in ACD 1 Bar A representation of data in the form of a bar that gets longer or shorter ...

Page 180: ...al 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 valu...

Page 181: ...te for a weekly report that date must correspond to the week start day selected in the System Setup Storage Intervals window If the date and day do not match the message No records found displays in the status line The month start date must be the first day of the month Define Input Window The secondary window you access on the Screen Painter to define fields for the report s Report Input window D...

Page 182: ...runk trunk group vector or VDN activities INFORMIX A relational database management system used to organize CMS historical data INFORMIX SQL A query language tool that is used to extract data from an INFORMIX database For the CMS historical database CMSQL is used in place of INFORMIX SQL Index A column database item that causes the values in a row to be related For example in the Current Interval ...

Page 183: ...identified to the switch as of interest to the CMS The switch sends messages to CMS only for ACD elements that are measured If the ACD element is not measured on the switch no data is collected Name Synonym fields Fields in which you may enter a name synonym that has been entered in the Dictionary subsystem for example names of agents splits skills agent groups trunk groups vectors VDNs Normal use...

Page 184: ...zontal series of fields or bars Report type The specification of a custom report as either a real time or historical report Reversed thresholds The reversal of thresholds so that the bar has the color of normal conditions when it is at its longest With reversed thresholds the bar will change from normal to caution to warning as the bar shrinks in length Row A single horizontal line of data in a ta...

Page 185: ...t type The order ascending or descending in which data should be displayed Standard database item A database item column name for a column in a standard CMS table Standard database items are listed in the Dictionary subsystem and a description of all database items are in the CentreVu CMS R3V8 Database Items and Calculations 585 210 939 document String Data format A report field that displays data...

Page 186: ...Input field The specification of how CMS is to validate a user s input values and format when ordering the report That is you can tell CMS to check for numbers character strings names times dates specific ACD configuration values split numbers login IDs and so on etc Type Report The specification of whether a report is a real time or historical report You specify the type on the Report Select wind...

Page 187: ...ariable name links the row search criteria to the report input fields so that the user s input values become the basis of the search for data Where clause An expression in the Select rows where field that specifies values for a single database item or calculation A where clause has the format Expression Relational operator Value A row search criteria statement can consist or multiple where clauses...

Page 188: ...Glossary CentreVu CMS Custom Reports GL 10 ...

Page 189: ...efining 4 27 4 30 4 34 4 35 Direction of 4 30 Discrete 4 46 First Threshold 4 34 Maximum Graph Value 4 33 Position and Length 4 28 Repeated 4 46 Repeated Horizontally 4 46 Repeated Vertically 4 46 Saving a Definition 4 36 Scales for 4 31 Second Threshold 4 34 Table for Calculation Names 4 30 Bars Reversing Threshold Colors 4 35 Basic Tasks of Designing a Custom Report 1 4 Blinking 5 2 Block Defini...

Page 190: ...6 Changing Data in a Custom Table 6 17 Deleting Data in a Custom Table 6 17 Merging 1 3 Ordered by Date 4 48 4 49 Ordered by Split 4 49 Ordered by Split and ACD Calls 4 50 Data Expressions 4 14 Aggregate Functions 4 18 Calculation Names 4 16 Calculations 4 16 Constants 4 15 count 4 20 Data from More Than One Table 4 20 for Bars 4 30 Data in a Table Adding 6 11 6 16 Changing 6 16 Deleting 6 16 Data...

Page 191: ...orts Basic Tasks 1 4 Dim 5 2 Discrete 4 46 Disk Space 6 1 6 13 Display Options 4 58 5 1 Document Conventions P 5 Organization P 2 Other P 8 Use P 2 Down 3 2 dsplit 4 40 dtkgrp 4 41 dtrunk 4 41 dvdn 4 41 dvector 4 41 E Editing Keys 3 2 Editing Keys on the Screen Painter 3 4 Editing With Blocks 3 8 Enter a Report Name 3 6 Enter a User ID 3 7 Entering Text 3 13 Erase All Fields 3 4 Erase Characters 3...

Page 192: ...phs 4 27 H H 4 28 h 4 12 hagent 4 40 Hardcoded Values 4 44 hcwc 4 41 Highlighting Fields 5 1 Options 5 2 Highlighting Options 5 2 Blinking 5 2 Bright 5 2 Default 5 2 Dim 5 2 Normal 5 2 Reverse Video 5 3 Underline 5 3 Historical 2 6 Historical Database P 6 Historical Database Definition P 6 Historical Reports P 6 Historical Reports Definition P 6 Historical Defining Report as 2 6 How CentreVu CMS R...

Page 193: ... on Screen Painter 3 2 msplit 4 40 mtkgrp 4 41 mtrunk 4 41 Multi ACD 4 9 Multi ACD by Split Skill report 1 6 Multi ACD report 1 6 Multiple Clauses 4 44 Multiuser Mode P 6 mvdn 4 41 mvector 4 41 N Name 2 2 2 3 3 6 Non customizable Reports 1 6 Normal 5 2 No Scroll Areas 5 4 Changing 5 6 Not Matches Operator 6 31 Number of Columns Defining 4 4 Number of Rows Defining 4 4 O One Value 4 46 Open Screen ...

Page 194: ...6 32 Field Bar Types for 4 46 From Tables 4 39 Range of Values 6 29 Saving Search Conditions 4 51 Selecting from a Table 4 42 Selecting Search ID 4 39 Sort Types 4 48 Sorting Data 4 49 With User Inputs 4 44 Run Date 4 57 Running a Report 5 20 Running Custom Reports 5 20 Run Time 4 57 S Sample of Data Ordered by Date in Ascending Order 4 49 Sample of Data Ordered by Date in Descending Order 4 48 Sa...

Page 195: ... Value for the Field 4 5 Define Max Graph Value 4 33 Define the Report as Real Time or Historical 2 6 Save the Field Definition 4 27 Select a Field Bar Type 4 46 Step 7 Define First Threshold 4 34 Save the Report Name 2 7 Select a Sort Type 4 48 Select Field Type 4 5 Step 8 Associate and ACD with the Field 4 8 Define Second Threshold 4 34 Step 9 Normal or Reversed Thresholds 4 35 Save a Variable I...

Page 196: ...s a Custom Report 1 2 What the X s V s and H s Mean in a Bar 4 28 What the x s v s and h s Mean in a Field 4 12 Wildcard Searches 6 30 6 31 Window Add Highlights 5 2 Bar 4 29 Define Input 4 1 Define Input Order 4 10 Field 4 13 Report Select 2 2 Row Search 4 37 Sample Test Design Input 5 9 Screen Painter 3 1 Screen Painter Get Copy 3 6 Var Time Date 4 57 Windows Report Select 2 2 wsplit 4 40 wtkgrp...

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