Lucent Technologies CentreVu Call Management System Custom Reports Manual

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-23
StringSelect String for those database items whose data 
CentreVu CMS identifies as character strings, not numbers. 
(Each of these items is identified as being a CHAR column 
type in 
INFORMIX terminology.) Even though these items 
store numbers, 
CentreVu CMS searches for values as if the 
items stored nonnumeric symbols and alphabetic words, as 
well as numbers.
Database items for which you might select String are as 
follows:
lVDN (the value is a VDN number)
lEXTENSION (the value is an extension number)
lLOGID (the value is an agent login ID)
lEQLOC (the value is a 9-digit trunk location number)
lCWC (the value is a call work code)
lCustom database items with the CHAR column 
type.
String, as used here, does not have the same meaning as 
string-value database item, as defined for the Dictionary 
subsystem. For the purposes of custom report design, 
Dictionary names for string-value database items are 
referred to as Synonyms, and include names for agents, 
splits, VDNs, trunk groups, and vectors. In fact, for the VDN 
and LOGID database items, you may wish to select 
Synonym, not String, since you may have assigned names 
to VDNs and login IDs in the Dictionary subsystem. 
SynonymSelect Synonym to display a name defined in the Dictionary 
subsystem, instead of the value stored in the database 
table(s). You must also enter the Dictionary name type.
See the “Dictionary” chapter in the 
CentreVuä CMS R3V5 
Administration 
(585-215-820) document for a complete 
description of synonym types.
The type must correspond to the database item you enter in 
the Select field. The types you enter are as follows: 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-24
Table 4-3:  Synonym Types for Report Fields
Report Field Type Database Item
ACD Entitiesacd
agname
tkgrp
split
vdn
a
vectora
aux_rsn
logout_rsn
cwc
a. Available only with the CentreVu CMS Vectoring feature.
ACD
LOGID
TKGRP
SPLIT
b
VDN
VECTOR
AUXREASON
LOGOUTREASON
CWC
b. Contains skill or split values.
Agent Statesworkmodec
ag_origd
ag_dir
ag_dest
ag_pref
c. Applies to the WORKMODE database item in both the Agent and 
Agent Trace tables.
d. Available only with adjunct routing on a Generic 3.
WORKMODE
ORIGIN
DIRECTION
DESTINATION
PREFERENCE
Trunk Statestkstate
tk_pri
tk_qtype
tk_vpri
a
tk_dir
all_busyTKSTATE
PRIORITY
QUETYPE
PRIORITY
DIRECTION
ALLINUSE
Split Statesslvl_chg
per_chgSVCLEVELCHG
PERIODCHG 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-25
Time 
(duration)Select Time (duration) if the field expression will 
display a length of time. You must also enter a time format 
with the appropriate punctuation.
Durations (for example, ACDTIME) are stored as a number of 
seconds. However, you can choose to display time as 
minutes and seconds, or even hours, minutes, and seconds.
The time formats available are:
Table 4-4:  Time Formats for Report Fields
ssDisplay time as the number of seconds. Enter as 
many s’s as needed to display the seconds. If the 
number of seconds can reach six digits, enter 
ssssss.
mmDisplay time as the number of minutes. Enter as 
many m’s as needed to display the minutes. If the 
number of minutes can reach six digits, enter 
mmmmmm.
hhDisplay time as the number of hours. Enter as 
many h’s as there are digits needed to display the 
hours. If the number of hours can reach three 
digits, enter hhh.
mm:ssDisplay time as minutes and seconds. The 
minutes count is increased by one and the 
seconds count is reset to 00 when the seconds 
count reaches 60. Specify more than two digits for 
minutes if the minutes will exceed 99. For 
example, if you enter mmmm:ss, 2822:35 (2822 
minutes and 35 seconds) might display in the 
report.
hh:mmDisplay time as hours and minutes. The hours 
count is increased by one and the minutes count 
is reset to 00 when the count reaches 60. Specify 
more than two digits for hours if hours will exceed 
99. For example, if you enter hhh:mm, up to 
999:59 can display in the report.
hh:mm:ssDisplay time as hours, minutes, and seconds. The 
minutes count is increased by one when the 
seconds count reaches 60. The
 hours count 
increases by one when the minutes count reaches 
60. With this format, you can increase the digits 
for hours if necessary, but not the minutes digits. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-26
Time 
(point in 
time)Select Time (point in time) if the field expression will 
display a point in time (for example, 10:34am). Enter a time 
format with the appropriate punctuation.
You can use one of the following formats:
Table 4-5:  Point-In-Time Formats for Report Fields
HHThe hour only, in military time (24-hour 
clock). For example, 15 equals 3:00 p.m.
hhThe hour only, according to a 12-hour 
clock. For example, 3 could mean 3:00 
a.m. or 3:00 p.m. For this reason, if you use 
hh, you should also add am (hham).
mmThe number of minutes after the hour only.
ssThe number of seconds into the minute.
HH:mm:ss
or
HH:mm24-hour clock time, either to the second or 
to the minute.
hh:mm:ssam
or
hh:mmam12-hour clock time, with AM or PM 
attached, either up to the second or up to 
the minute. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-27
Step 6: Save 
the Field 
Definition
4
To define additional fields, repeat steps 1 through 6.
Changing a 
Field 
Definition
4
Defining Bars in a Report4
Select the Save action list option.®The Field window disappears, 
and Successful 
appears in 
the Screen Painters status line 
to indicate the field definition 
has been added.
NoteYou must assign a Row Search ID to the field before your field 
definition is truly complete. When you do, the question mark (?) will 
change to that ID number. See the “Defining the Rows of Data for a 
Report” section in this chapter.
1.On the Screen Painter, place the 
cursor on the field you want to 
change, and select Field.®
The cursor returns to the field 
and rests on the last space of 
the field. The following 
message appears on the 
Screen Painter status line:
 
Move cursor to define 
opposite corner of 
field, press RETURN.
2.If desired, move the cursor using 
the arrow keys to either make the 
field longer or shorter, and press 
. ®
The Field window appears.
3.Overtype any data in fields you 
want to change, and select 
Save.®The Field window disappears, 
Successful appears in the 
Screen Painter status line, and 
the cursor returns to the field 
you just changed.
Return
NoteYou can define bars in a custom report only if you have purchased 
the 
CentreVu CMS Graphics feature. If you have not purchased the 
Graphics feature, the Bar action list option is not available. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-28
You may want a report to display data as bar graphs instead of numbers. 
Defining a bar or bars in a report is similar to defining fields, except in the 
way you define the format. To define a bars format, you must specify the 
following items:
lThe position and length of the bar
lThe direction of the bar — horizontal or vertical
lThe thresholds that cause the bar to change color
lThe scale of the bar.
What the Xs, 
Vs, and Hs 
Mean in a Bar
4
If you copy the design of an existing bar graph, the bar(s) appear filled with 
Xs, Vs, or Hs.
lXs indicate that the bar is discrete. The bar appears as a single bar in 
the report because, based on the row search conditions assigned to the 
bar, 
CentreVu CMS finds only one value.
lVs indicate that the bar is repeated vertically in the report. The bar 
appears as a series of bars, one over the other, because, based on the 
row search conditions assigned to the bar, 
CentreVuCMS finds multiple 
values.
lHs indicate that the bar is repeated horizontally in the report. The bar 
appears as a series of bars, side by side, because, based on the row 
search conditions assigned to the bar, 
CentreVu CMS finds multiple 
values.
See the “Assign a Row Search ID to Report Field(s) and Bar(s)
” section in 
this chapter for illustrations of discrete and repeated bars.
Step 1: Define 
the Position 
and Length of 
a Bar
4
1a. On the Screen Painter, position 
the cursor where you want a bar 
to begin, and select the Bar 
action list option. ®The cursor returns to its 
original position, and the 
following message appears:
 
Move cursor to define 
opposite corner of bar 
and press RETURN. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-29
Figure 4-7:  The Bar Window (with Sample Input) 1b.Move the cursor using the arrow 
keys to define the length and 
width of the bar, and press 
. ®
A question mark (?) appears 
in the upper left corner of the 
bar. The question mark 
indicates that you have not yet 
assigned a Row Search ID to 
the bar. 
The Bar window also appears.
Return 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-30
Step 2: Define 
the Bars Data 
Expression
4
Enter a data expression in the Select field to tell CentreVu CMS two 
things:
lWhat table column(s) should supply data to the bar
lHow to manipulate that data.
The rules for this Select field are identical to those of the Select field 
for the Field window. However, the following types of database items do not 
make sense for bars:
lIdentifiers (for example, SPLIT, VDN, LOGID, and so on)
lCurrent state data (for example, WORKMODE, or DURATION)
lConstants (unless they are part of a calculation).
Also, if a bars expression is a database item that stores a number of 
seconds, the bar normally shows time as seconds. However, you can make 
the bar represent minutes by dividing the database item by 60.
In addition, to complete your definition of bar data, you must, as for field data, 
define row search conditions for the bar(s). This includes whether a bar you 
define will be repeated to display multiple bars for multiple values. See the 
“Defining the Rows of Data for a Report
” section in this chapter.
Step 3: Define 
the Table(s) for 
Calculation 
Names
4
Enter a table name in the Table for calculations field only if you 
entered a calculation name in the Select field. The table name tells 
CentreVu CMS in what table to look for the database items in the calculation.
Step 4: Define 
the Bar 
Direction
4
Enter an x in the Bar direction list to select either a horizontal or 
vertical format for the bar. Vertical means the bar’s length is oriented up 
and down. Horizontal means the bar’s length is oriented left and right.
NoteThe Table for calculations field is necessary when using 
calculation names because you cannot append a table name to a 
calculation name in the Select field. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-31
Step 5: Define 
the Bar Scale
4
Enter an x to select an option in the Scale list.
lScale with tick marks
The scale appears in the report as a line, segmented by evenly spaced 
marks (see Figure 4-8
). For a vertical scale, a tick mark appears for 
each vertical character space. For a horizontal scale, a tick mark 
appears at every fifth horizontal character space.
lScale without tick marks
The scale automatically appears in the report as a line parallel to the bar 
(see Figure 4-8
). The line will be a fixed length equal to the maximum 
length of the bar. In this way, the end of the scale always represents the 
maximum graph value you define.
lNo scale
The bar does not have a scale (see Figure 4-8
). You may want this 
option if the scale defined for another bar applies to the bar you are 
currently defining. For example, in Figure 4-8
, the scale for the ACD 
Calls bar could apply to the Abandons bar.
A scale defined for one bar appears in correct relation to other bars only 
if the following are true:
— All bars are parallel, have the same maximum length, and have the 
same starting points.
— All bars have the same maximum graph value.
— All bars display the same units (number of calls, averages, 
percentages, number of seconds, and so on).
NoteDo not enter any text or fields in the column immediately to the 
left of a vertical bar. And, do not enter any text or fields in the row 
immediately above a horizontal bar. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-32
Figure 4-8:  Bars — With and Without Scales
 
04/19/95 00:30 AM CentreVu(TM) CMS Windows: 2 of 5 ^ 
Custom Reports: Historical: split status
Tick
MarkScale With
Tick MarksScale Without
Tick MarksBar With
No Scale
% Within
Service LevelACD CallsAbandons
Row 1 Col 1