Lucent Technologies CentreVu Call Management System Custom Reports Manual

							  Preface CentreVu CMS R3V5 Custom Reports
Conventions Used in This DocumentP-5
Conventions Used in This Document0
The following conventions are used consistently throughout this 
document:
____________________________________
* INFORMIX is a registered trademark of Informix Software, Inc.
Related document 
calloutsIncludes the document number (if a publication) 
and the book title, in italic. For example, ... See 
the 
CentreVu™ CMS R3V5 Custom Reports 
(585-215-822) 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.
italicHighlights references to file names and 
directories. For example, 
/cms.
Subsystem References Are always initial capitalized. For example, 
... set access permissions for 
CentreVu CMS 
users from the User Permissions subsystem.
Window Titles Are always initial capitalized. 
						

							  Preface CentreVu CMS R3V5 Custom Reports
TerminologyP-6
Te r m i n o l o g y0
The following terms are used throughout this book. For additional CMS 
definitions, please refer to the Glossary.
Current IntervalRepresents the current intrahour interval which 
can be 15, 30, or 60 minutes. The current interval 
is part of the real-time database.
Daily DataInterval data that has been converted to a 1-day 
summary.
Exception ReportsDisplay occurrences of unusual call-handling 
events.
Historical DatabaseContains intrahour records for up to 62 days in the 
past, daily records for up to 5 years in the past, 
and weekly/monthly records for up to 10 years for 
each CMS-measured agent, split/skill, trunk, trunk 
group, vector, and VDN. Exceptions, call records, 
agent trace, agent login/logout, and forecast 
records are stored by the number of records (as 
defined in Data Storage Allocation).
Historical ReportsDisplay past ACD data for various agent, split/skill, 
trunk, trunk group, vector, or VDN activities.
Monthly DataDaily data that has been converted to a monthly 
summary.
Multiuser ModeAny administered CMS user can log into CMS. 
Data continues to be collected if data collection is 
“on.”
Previous IntervalOne intrahour interval. At the end of each intrahour 
interval, the contents of the current intrahour 
interval are copied to the previous intrahour 
interval portion of the real-time database.
Real-Time DatabaseCurrent and previous intrahour data on each CMS-
measured agent, split/skill, trunk, trunk group, 
vector, and Vector Directory Number (VDN).
Real-Time ReportsDisplay current Automatic Call Distribution (ACD) 
activity on agents, splits/skills, trunks, trunk 
groups, vectors, and VDNs. 
						

							  Preface CentreVu CMS R3V5 Custom Reports
TerminologyP-7
Single-User ModeOnly one person can log into CMS. Data continues 
to be collected if data collection is “on.” This mode 
is required to change some CMS administration.
SubsystemEach CMS Main Menu selection (for example, 
Reports, Dictionary, System Setup, Exceptions, 
along with Timetable and Shortcut, are referred to 
as subsystems.)
Weekly DataDaily data that has been converted to a weekly 
summary. 
						

							  Preface CentreVu CMS R3V5 Custom Reports
Related DocumentsP-8
Related Documents0
There are many documents that can help you use the CentreVu CMS software 
to its maximum capability. The most important ones are listed below.
CentreVu CMS 
Publications
0
The following documents, relevant to CentreVu CMS, have also been 
published. 
lCentreVuä Call Management System Release 3 Version 5 
Administration (
585-215-820)
lCentreVuä Call Management System Release 3 Version 5 Real-Time 
and Historical Reports (
585-215-821)
lCentreVuä Call Management System Release 3 Version 5 Change 
Description (
585-215-823)
lCentreVuä Call Management System Release 3 Version 5 External Call 
History Interface (
585-215-824)
lCentreVuä Call Management System Release 3 Version 5 Forecast 
(
585-215-825)
lCentreVuä Call Management System Release 3 Version 5 Upgrades 
and Migration (
585-215-826)
lCentreVuä Call Management System Release 3 Version 5 Sun* 
SPARCserver† Computers Installation and Maintenance
(
585-215-827)
lCentreVuä Call Management System Release 3 Version 5 Sun 
SPARCserver Computers Connectivity Diagram
(
585-215-828)
lCentreVuä Supervisor Version 5 User Guide (585-215-829)
lCentreVuä Supervisor Version 5 Installation and Getting Started 
(
585-215-830)
lCentreVuä Supervisor Version 5 Report Designer (585-215-831)
lCentreVuä Supervisor and Report Designer Version 5 Change 
Description (
585-215-832)
lCentreVu CMS R3V8 Database Items and Calculations (585-210-939).
*Sun is a registered trademark of Sun Microsystems, Inc.
†SPARCserver is a trademark of Sun Microsystems, Inc. 
						

							  Preface CentreVu CMS R3V5 Custom Reports
Related DocumentsP-9
Other Useful 
Publications
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:
lSwitch
lTerminals
lPrinters
lUNIX*/Solaris† system.
*UNIX is a registered trademark of Novell, Inc.
†Solaris is a registered trademark of Sun Microsystems, Inc. 
						

							  Preface CentreVu CMS R3V5 Custom Reports
Related DocumentsP-10 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
General Information1-1
1 Introduction to CentreVu CMS Custom 
Reports
General Information1
This chapter provides the following CentreVuä Call Management System 
(
CentreVu CMS) information:
lDefinition of a custom report
lDefinition of the Screen Painter
lTasks to create a custom report
lStandard CentreVu CMS reports that cannot be customized
lCentreVu CMS database items that are not in any standard reports, but 
can be used in custom reports
lHow CentreVu CMS stores and retrieves data. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Custom Reports and the Screen Painter1-2
Custom Reports and the Screen Painter1
What Is a 
Custom 
Report?
1
A custom report is a report that you create and design using the Custom 
Reports subsystem. Like standard 
CentreVu CMS reports, a custom report 
displays information about Automatic Call Distribution (ACD) activity in your 
call center. For a custom report, you determine what specific ACD 
information is displayed and how it is displayed.
Like standard reports, custom reports fall into two categories: real-time and 
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:
lCopy existing report designs, including standard report designs
lEdit reports using block moves, copies, and deletions
lDefine ACD data for report fields
lDefine ACD data for bar graphs (if you have the CentreVu CMS 
Graphics feature)
lArrange report fields and bars
lEnter text for field labels, column headers, row headers, or special 
instructions
lEmphasize text and fields with highlighting options
lDefine stationary (no-scroll) areas. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Custom Reports and the Screen Painter1-3
For 
historical custom reports only, the Screen Painter lets you:
lMerge data in a report field to include data from different ACD entities 
(for example, defining a field that represents the percentage of calls an 
agent answered compared to all calls handled by that agents split or 
skill)
lMerge data in a report field to include data with different time frames (for 
example, defining a field that represents the percentage of calls 
answered in an intrahour interval compared to all calls answered in the 
day)
lInclude 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
. 
CautionIf 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 
space. If you fill up your disk with custom data, then you will 
lose or damage stored custom and ACD data.
See the 
CentreVu ä CMS R3V5 Administration (585-215-820) 
document for more information about disk storage.
Warning
Do not tamper with standard ACD data in the CentreVuCMS 
database. If you do, then you will lose stored data.
NoteYou cannot merge real-time data with historical data. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Tasks to Create a Custom Report1-4
Tasks to Create a Custom Report1
There are 14 tasks you need to complete to create a custom report. If you 
consistently do all of these tasks for each report you create, then your 
reports will run properly and you will be able to create them efficiently. The 14 
tasks are:
1.Defining a Reports Name, Access, and Type
 (Chapter 2).
Define the 
name that you use both to run the report and to access the 
report design if you want to change the design. Define 
access to 
determine whether other users can run the report and copy the 
report’s design to create their own custom reports. Define the 
type as 
either real-time or historical.
2.Accessing the Screen Painter
 (Chapter 3).
Access the Screen Painter so that you can design the report. You can 
access the Screen Painter only after defining the report’s name, 
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
 (Chapter 3).
Edit a report design using block moves, copies, and deletions. Editing 
with blocks lets you rearrange and delete sections of a report design 
quickly and easily. Block editing is particularly convenient when you 
have just copied an existing report design.
5.Entering Report Text
 (Chapter 3).
Enter text to provide headings for the data fields in the report. 
Entering report text should be one of the first things you do so that:
lThe text provides a skeleton layout for positioning data fields.
lThe text helps you remember what data is supposed to go in the 
data fields.
If you copy a report design the text of that report is copied. Using the 
Custom Reports subsystem, you can modify the text as required.