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Lucent Technologies CentreVu Call Management System Custom Reports Manual
Lucent Technologies CentreVu Call Management System Custom Reports Manual
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Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports How CentreVu CMS Stores and Retrieves Data1-15 Figure 1-8: Sample 2 of Database Item Selection Next, you must identify the appropriate rows that supply data. You might want data for the following: lSplit 1, which means you must identify rows that have the value 1 for the SPLIT database item. lThe date 07/02/93, which means you must identify rows with the value 070293 for the ROWDATE database item. lThe intrahour intervals 8:00 a.m. to 11:00 a.m., which means you must identify rows with the values 0800 through 1100 for the one database item. 43 35401 070193 11000 851 STARTTIME ROWDATE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ...... .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . . . . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . . .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . . .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . . 0800 0800 0800 0900 0900 0900 1000 1000 1000 1100 1100 1100 1100 1100 1100 1000 1000 0900 0900 0900 0800 0800 0800 0800 0800 0800 0900 0900 0900 1000 1000 1000 1100 1100 1100 070293 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 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . ABNTIME 1 2 3 1 2 3 1 2 3 1 2 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 Data1-16 CentreVu CMS then finds the appropriate rows of data (see the boxed rows in Figure 1-9 ). Figure 1-9: Sample 2 of Selection of Table Rows where Rows 1, = SPLIT 07/02/93, = ROWDATE from STARTTIME and 11:00am. to 08:00 1256 980 589 1340 1299 688 1001 809 445 1733 1303 899 1812 904 587 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 2 3 1 2 3 3 2 1 3 2 1 3 2 1 3 2 1ABNTIME . . . . . . . . .. . . . . . . . .. . . . . . . . .. . . . . . . . .. . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443 234 111 652 451 93 391 142 480 491 297 399 299 138 400 300 225 394 323 105 418 246 100 417 247 141 444 301 206 420 299 198 403 320 99 SPLIT ACDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48 37 20 59 32 11 31 10 39 22 15 36 20 13 46 33 12 40 34 14 41 30 18 34 24 14 43 31 8 51 39 24 50 31 21 ABANDONS36898 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 070193 070193 070193 070193ACD 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 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 0800 0800 0800 0900 0900 0900 1000 1000 1000 1100 1100 1100 0800 0800 0800 0900 0900 0900 1000 1000 1100 1100 1100 1100 1100 1100 1000 1000 1000 0900 0900 0900 0800 0800 0800 . . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ..... .. . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ...... . . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . .. . . . ....... . . . ....... . . . ....... . . . ...... . . . . ....... . . . ...... .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ...... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ROWDATE INTERVAL 851 1000 1 070193 3540143509 1988 777 400 1058 644 245 603 203 789 549 402 1452 7616 2569 1745 1109 367 1322 1188 704
Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports How CentreVu CMS Stores and Retrieves Data1-17 The data that CentreVu CMS plugs into the report is the data found in the intersection of the 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 11:00am 418 41
Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports How CentreVu CMS Stores and Retrieves Data1-18
Getting Started CentreVu CMS Custom Reports General Information2-1 2 Getting Started General Information2 This chapter tells you how to perform the following tasks in CentreVuä Call Management System ( CentreVu CMS): lDefine a custom reports name, access, and type (the first task in designing a custom report) lChange a custom reports access or description lDelete 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 write permission for the Custom Reports subsystem.
Getting Started CentreVu CMS Custom Reports Defining a Reports Name, Access, and Type2-2 Defining a Reports Name, Access, and Type2 Use the steps in this section to define a new custom reports: lName lAccess lType. These are the first steps in designing a new custom report. Step 1: Access the Report Select Window 2 Figure 2-1: Custom Reports Main Menu NoteIf 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.® The Custom Reports submenu displays. Return 1b.Select the Edit Reports submenu option.®The Report Select window displays. getting-started.fm Page 2 Wednesday, November 3, 1999 1:11 PM
Getting Started CentreVu CMS Custom Reports Defining a Reports Name, Access, and Type2-3 Figure 2-2: The Report Select Window Step 2: Assign a Name to the Report 2 Enter a name for your report in the Report name field. The name can have up to 20 characters, including blanks. Because the name you 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 displays all global or private custom report names for the specified report type.Return Return
Getting Started CentreVu CMS Custom Reports Defining a Reports Name, Access, and Type2-4 Step 3: Enter a Report Description 2 If desired, enter a description of the report in the Description field. The description can have up to 50 characters, including blanks.2d.Check the list to ensure that the name you want to give your report has not already been used. If you are creating a global report, its 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. NoteYour private report names can be the same as another users 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 window. 2f.Enter the name you want for your report. Exit NoteYou can List all reports based on different combinations of field entries. You must always select a report type, Historical or Real-time.
Getting Started CentreVu CMS Custom Reports Defining a Reports Name, Access, and Type2-5 Your description should be detailed enough to describe the reports contents accurately. Step 4: Define the User ID 2 Enter the user ID of the owner of the report. The default is your user ID. If you are a CentreVu CMS administrator, you can enter another users ID if you wish to create a custom report for that user. This might be the case if you want only that user to be able to run the report. Step 5: Define Access to the Report 2 Enter an x to select a report access option, either global or private. Global access to the report gives other users the following capabilities: lOther users can run the report. lOther 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 NoteIf you want to list another user’s existing custom reports, you can enter that user’s ID and do a List All. You do not have to be an administrator to list other users’ custom reports. NoteIt is a good idea initially to make your reports private until they have been debugged and run successfully. This prevents the possibility of other users running reports you have saved but not yet tested.
Getting Started CentreVu CMS Custom Reports Defining a Reports Name, Access, and Type2-6 If you select global, your reports name must be different from the name of any other custom report — global or private. Private access to the report means that only you (and the CentreVuCMS administrator(s)) can run the report. In addition, no other users, except for CentreVu CMS administrators, can copy or run the report design for use in their own custom reports. If you select private, your reports name must be different from the names of the following: lAny other private report you have created of the same type lAny users global custom report of the same type. Step 6: Define 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 appropriate submenu, Real-time or Historical. You must select the Historical option if you want to include: lExceptions data lForecast data lCall work code data lAgent trace data lCall record data. NoteNo other CentreVu CMS user other than a CentreVu CMS administrator can modify a report design you create, regardless of whether the report is global or private. A CentreVu CMS administrator always has the ability to modify your report design, even if you make it private.