Lucent Technologies CentreVu Call Management System Custom Reports Manual

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Tasks to Create a Custom Report1-5
6.Defining Fields for the Report Input Window
 (Chapter 4).
Define fields for the report input window so that users can run the 
report using parameters they choose (that is, what split, agent, time, 
date, and so on, the report is for).
If you copy a report design, the definition of that report’s input window 
is copied. You can then modify the input fields as required.
7.Defining Report Fields
 and Defining Bars in a Report 
(Chapter 4
).
Define the location of fields and bars in the report, as well as the field 
length, bar height/length, and the data that should appear in the 
fields/bars. Defining data consists primarily of specifying which 
database items supply data to the fields/bars. Your definition of report 
data is not complete, however, until you complete Task 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 modify the selection of rows as required.
9.Defining Fields to Show Run Time/Date and User Inputs
 
(Chapter 4
).
Define fields on the report to show when the report was run and what 
items the report covers (as defined in the report input window).
If you copy a report design these fields are copied. You can modify 
them as required.
10.Highlighting Fields
 (Chapter 5).
Emphasize or de-emphasize individual fields and text in the report by 
changing brightness levels (or color if you have a color terminal) and 
by using underlines and reverse video.
If you copy a report design, the highlighting and other video attributes 
will be copied. You can then modify them as required. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Reports That Cannot Be Customized1-6
Reports That Cannot Be Customized1
The following standard CentreVu CMS reports cannot be customized:
lReal-time: Multi-ACD report
lReal-time: Multi-ACD Top Agent report
lHistorical: Split/Skill: Status report
lHistorical: VDN: Status report
lHistorical: System: Multi-ACD by Split/Skill report (daily, weekly, 
monthly)
lHistorical: System: Multi-ACD Call Flow by VDN report
lHistorical: Trunk Group: Busy Hour report
lHistorical: VDN: 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.Saving the Report Design
 (Chapter 5).
Save any work on the design of a custom report. Otherwise, any work 
you did will be lost.
13.Testing the Report Design
 (Chapter 5).
Test your report immediately after designing and saving it. Testing 
helps eliminate wasted time in running a report whose design still has 
errors.
14. Run the report. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Database Items Not in Standard Reports1-7
Database Items Not in Standard Reports1
There are many more database items than are shown in the standard CMS 
reports. For a complete list and the definitions of all database items, see the 
CentreVu CMS R3V8 Database Items and Calculations (585-210-939) 
document.
The 
CentreVu™ CMS Release 3 Version 5 Real-Time and Historical (585-
215-821) document describes the database items associated with each real-
time or historical report.
How CentreVu CMS Stores and Retrieves Data1
The most important and 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 that stores data for a type of ACD element 
(split/skill, agent, trunk, trunk group, VDN, vector, call work code, forecasting, 
agent trace, call record, or exceptions) and for a specific time frame (for the 
current intrahour interval, for past intrahour intervals, for past day - 
summarized by day, and so on). Figure 1-1
 shows how a small piece of a 
table (the Current Interval Agent table, in this case) might look in the 
database. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-8
Figure 1-1:  Sample CentreVu CMS Table (Current Interval Agent Table)
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represent WORKMODE for values numeric The
example, For reports. in appear that states agent
AUX. = 4 and ACW, = 3 ACD, = 2 AVAIL, = 1 *
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ACD
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4477ACDTIME
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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 64458
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21
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ACDCALLS SPLIT
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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
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.3201
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2 WORKMODE*
EXTENSION
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NoteThe example in Figure 1-1 shows data for the current intrahour 
interval for agents 1001 to 3009. Because data in this table is in real 
time, data changes second by second. The example represents a 
snapshot (or the most recent update) of the table. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-9
Figure 1-2
 shows how a small piece of the Historical Intrahour Interval Split 
table looks. (See the seventh line from the top of the table, 509 ACDCALLS.)
Figure 1-2:  Sample 
CentreVu CMS Table
(Historical Intrahour Interval Split Table)
NoteThe example in Figure 1-2 shows data from July 1 to July 3, 1993, 
and simulates data for an ACD that has only three splits, 60-minute 
intrahour intervals, and activity each day from 8:00 a.m. to 12:00 p.m. 
only.
43 35401 070193 11000 851
STARTTIME ROWDATE
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1100 1100 1100 1100
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ACD
070193 070193 070193
070193 070193 070193 070193
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ACDTIME
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10222 25410
30990 12400 29562 39045 14230
27034 39003 12567 26308 37856
10281 21173 34819 12115 29881
40002 15628 24303 36178 11523
29602 37651 12530 26789 333899786 19768 15321 27635
53442 13111 20012 36898
ABANDONS
21 31
50 24 39 518 31 43 14 24 34
18 30 41 14 34
40 12 33 46 13
20 36 15 22 39
10 31 11 32
59 20 37 48
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ACDCALLS SPLIT
99 320
403 198 299 420 206
301 444 141 247 417
100 246 418 105 323
394 225 300 400 138
299 399 297 491 480
142 39193 451
652 111 234 443
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. . .. . .. . .
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. . .. . .. . . ABNTIME
1
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3
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3 3 2 1
3 2 3 2
1 3 2 1
1
2
3
1
2
3
1
2
3
1
2
3
587 904 1812899 1303 1733445
809 1001688 1299 1340589 980 1256704 1188
1322367 1109 1745 2569
7616 1452402 549 789
203 603 245 644 1058400 777 988
1 509 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-10
The CentreVu CMS database uses names to refer to columns of data in a 
table. These names are called database items in 
CentreVu CMS. In 
Figure 1-1
 and Figure 1-2, database items are indicated with arrows pointing 
to their associated columns. The Current Interval Agent and Intrahour 
Interval Split tables actually contain many more columns (and hence many 
more database items) than are shown in the figures. For a complete listing of 
database items, see the 
CentreVu CMS R3V8 Database Items and 
Calculations 
(585-210-939) document.
Each row in a table contains data that is related by the value(s) of one or 
more of the columns. In Figure 1-1
, 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:
l20 ACD calls (ACDCALLS)
l245 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 
Figure 1-1
, the LOGID database item is an index.
In Figure 1-2
, 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 
oclock interval on July 1, 1993 (displayed in bold), you see that Split 1 had: 
l509 ACD calls (ACDCALLS)
l43 abandoned calls (ABANDONS)
l35,401 cumulative seconds of ACD talk time for all ACD
calls (ACDTIME)
l851 cumulative seconds of wait time for all calls that abandoned before 
being answered (ABNTIME). 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-11
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:
lThe name of the table(s)
lThe database items in the table(s)
lThe 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
).
NoteEach series of vs 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 xs by the Split: label represent the fact that only one value 
(in this case, a single splits name or number) is expected for the field.
NoteFor 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 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-12
Figure 1-4:  Sample 1 of Selection of Database Item
Next, you identify the appropriate rows that supply data. If you want agents in 
Split 1, you must tell 
CentreVu CMS to find rows that have the value 1 for the 
SPLIT database item. When you run the report, 
CentreVuCMS finds the 
appropriate rows of data in the cagent table (see rows with arrows in 
Figure 1-5
).
. . .. . .. . .
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. . .. . .. . .
. . .. . .. . . 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
5544
3789
8675
3009
4477ACDTIME
3002
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400 777 988
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589 980 256 704 188
322 367 109 745 569
616 452 402 549 789
203 603 245 64458
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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
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.3201
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2 WORKMODE
EXTENSION
3 6 3 3
3 5 3 3 3 LOGID
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. 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-13
Figure 1-5:  Sample 1 of Selection of Table Rows
The data that 
CentreVu CMS plugs into the report is the data found in the 
intersection of the selected database items and rows. Therefore, the report 
shows data as shown in Figure 1-6
:
Figure 1-6:  Sample Custom Report 1
203
789
549
402
452
616
569
745
109
367
322
188
704
256
980
589
340
299
688
901 851
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ACDTIME
4477 3009 8675 3789
5544 ACD
1
1
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LOGID
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3EXTENSIONWORKMODE
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
20 119 15 19 21
58
644
245 988
777
400
4003 3003 3002
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3001
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603
Split: 1
Current ACD ACD Average
Agent ID: State Calls Time Talk Time
1001 AVAIL 21 988 47:00
1002 AVAIL 19 777 40:09
1003 ACD 15 400 26:07
1004 ACD 9 58 6:44
1005 ACD 11 644 58:54
1006 AUX 20 245 12:25
1008 ACW 18 603 33:50
1010 AVAIL 18 203 11:28 
						

							  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-14
As mentioned earlier, CentreVu CMS uses indexes to create a structure for 
storing data. Similarly, 
CentreVu CMS uses these indexes to search for data. 
Indexes allow 
CentreVu CMS to find data much faster than if data were 
stored more randomly. Therefore, when you design a custom report, the rows 
of data for the report should be defined on the basis of index values. See 
“Defining Fields for the Report Input Window
” in Chapter 4 of this manual.
As another example of how 
CentreVu CMS retrieves report data is shown in 
Figure 1-7
, which is an example of a report design for a custom intrahour 
interval split report that lists, by intrahour interval, data for a split in a single 
day.
Figure 1-7:  Sample 2 Custom Report Design
To  t e l l  
CentreVu CMS how to retrieve data, you must tell 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.
NoteActually, when you design a custom report, you normally set up the 
row selection so that the users running the report can choose the 
rows in the reports input window. For example, to run the report in 
Figure 1-6
, you would set up the row selection so users would fill out 
a Report Input window that asked them for a Split number. See 
Defining Fields for the Report Input Window
 in Chapter 4 of this 
manual for more information.
NoteThe indexes for each standard table are fixed and cannot be 
changed, deleted or added to. However, if you define a custom table 
in the 
CentreVuCMS database via INFORMIX* SQL, you can define 
any indexes desired for that new table.
Split: xxxxxxxxxxx
ACD
Interval Calls Abandons
vvvvvvv vvvv vvvvDate: xxxxxxxx