Introduction to Custom Reports
22 Avaya CMS Custom Reports
Each row in a table contains data that is related by the values of one or more of the
columns. In the Sample CMS table (Current Interval Agent table), each row in the Current
Interval Agent table contains data related by agent login ID. If you look at the row for 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 structure for the storage of data in the
other columns. For each value in an index column, the remaining values in the
corresponding row are related to that value. Thus, in
Sample CMS table (Current Interval
Agent table)
, the LOGID database item is an index.
In the previous figure, each row in the Intrahour Interval Split table contains data related by
date, interval, and split. If you look at the row for Split 1 for the 10 o’clock interval on July 1,
1993 (displayed in bold), you see that Split 1 had:
●
509 ACD calls
(ACDCALLS
)
●
43 abandoned calls
(ABANDONS
)
●
35,401 cumulative seconds of ACD talk time for all ACD
calls
(ACDTIME
)
●
851 cumulative seconds of wait time for all calls that abandoned before being
answered
(ABNTIME
).
