Lucent Technologies CentreVu Call Management System Custom Reports Manual

  Advanced Report Design CentreVu CMS Custom Reports
Including Exceptions Data in a Custom Report6-21
Including Exceptions Data in a Custom Report6
For historical custom reports only, you can design reports that include 
exceptions data. See the 
CentreVu CMS R3V8 Database Items and 
Calculations 
(585-210-939) document for a description of the exceptions 
tables and the data they contain.
The steps for creating a custom report with exceptions data are almost 
identical to the steps for creating any...

  Advanced Report Design CentreVu CMS Custom Reports
Including Exceptions Data in a Custom Report6-22
Figure 6-5:  Custom Exceptions Report — Sample 1
Field Window
Select: vdnex.THRESHOLD_________________
________________________________
Field Window
Select: vdnex.STARTTIME________________
________________________________
Field Window
Select: vdnex.EXTYPE____________________
________________________________
Field Window
Select: vdnex.TIME______________________
________________________________
Field...

  Advanced Report Design CentreVu CMS Custom Reports
Including Exceptions Data in a Custom Report6-23
Figure 6-6
 (shown on the previous page) is an example of the report that 
results from this design shown in Figure 6-5
.
Figure 6-6:  VDN Exceptions Report — Sample 2
The report would appear this way because 
CentreVu CMS exceptions tables 
store the exception types as numbers.
However, another way of designing an exception report would be to use 
count(*) for the exception field. You could then include...

  Advanced Report Design CentreVu CMS Custom Reports
Including Exceptions Data in a Custom Report6-24
Figure 6-7:  Custom Exceptions Report — Sample 2
 
07/19/93 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^ 
Custom Reports: Hist: agent excepts
Split: Sales-West
Date: 06/08/92
Field Window
Select: count(*)______________________________
______________________________________
Row Search
Table: agex_____________________________
Select rows where: EXTYPE = 7 and SPLIT = $i_split Exception
Type Number
Time in...

  Advanced Report Design CentreVu CMS Custom Reports
Selecting Rows from More Than One Table6-25
In the example, the row search statement for the first field searches for 
exception type #4 (Time in ACW) for a particular date and split. Because the 
field is count(*), the field displays the total number of rows that had 
exception type #4 for the date and split.
Similarly, the row search statement for the second field searches for 
exception type #7 (Time in AUX) for a particular date and split. Again,...

  Advanced Report Design CentreVu CMS Custom Reports
Selecting Rows from More Than One Table6-26
lYou must prepend the table name to each database item included in 
the Select rows where: statement. This rule applies to all 
database items, even those that are not in a join clause.
lA join clause must use a database item that is also included with a 
regular “where” clause (one that directly assigns a value or variable 
name to the database item).
Often, you need several “join” clauses in a Row Search...

  Advanced Report Design CentreVu CMS Custom Reports
Selecting Rows from More Than One Table6-27
Figure 6-8:  Report Design with Data from Two Tables Merged in a Field
 
04/19/95 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^ 
Custom Reports: Hist: agent excepts
Split: $$$$$$$$$$$$$$$$$$$$ Split ACD
Date: $$$$$$$$ Calls
Field Window
Select: hagent.LOGID__________________________
______________________________________
Add highlights
Bar
Copy block
Define input
Erase block
Field
Get copy of design
Move block...

  Advanced Report Design CentreVu CMS Custom Reports
Selecting Rows from More Than One Table6-28
Notice that the Percent of Split Calls field merges data as 
discussed in our example. Also notice that Row Search ID #2, which is 
assigned to the Percent of Split Calls field, contains the row search 
statement as discussed in our example.
To illustrate the effect of join clauses, the report design in Figure 6-8
 
includes the Agent ACD Calls and Split ACD Calls fields. Notice 
that each field uses a...

  Advanced Report Design CentreVu CMS Custom Reports
Alternative Row Search Conditions6-29
Alternative Row Search Conditions6
For your row search conditions, you will most often use the “where” clauses 
described in Chapter 4
. However, several additional “where” clause formats 
are available. This section describes those formats.
Selecting 
Rows Based 
on a Range of 
Val ue s
6
If you want a range of splits included in the report, you might use two “where” 
clauses as in the following example:
Select...

  Advanced Report Design CentreVu CMS Custom Reports
Alternative Row Search Conditions6-30
Using 
Apostrophes 
for Some 
Database Item 
Val u es
6
Some database items require that, if you hardcode values in a “where” 
clause, you enclose the values in apostrophes (), as shown in the following 
example.
Select rows where: ROW_DATE > 07/01/93
Standard database items whose values you must enclose in apostrophes 
are:
VDN (the value is a VDN number)
EXTENSION (the value is an extension number)
LOGID (the...