Lucent Technologies CentreVu, User Manual

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Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data
1-11
How
CentreVu
CMS Retrieves
Data
1
CentreVu CMS retrieves data from the database based on three types of
information you supply when you design a custom report:
●
The name of the table(s)
●
The database items in the table(s)
●
The rows of data in the table(s).
For example, if you want a custom real-time agent report that lists the agents
in a split, then the report design might appear as shown in
Figure 1-3 :
Figure 1-3: Sample 1 Custom Report Design
To tell CentreVu CMS how to retrieve data, you must tell CentreVu CMS to
access 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 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 single split’s name or number) is expected for the field.
Note
For the report field
Average Talk Time
, you actually assign a
calculation,
ACDTIME/ACDCALLS
.
Split: xxxxxxxxxx
Current ACD ACD Average
Agent ID: State Calls Time Talk Time
vvvv vvvvv vvv vvv vv:vv