Lucent Technologies CentreVu Call Management System Custom Reports Manual

  Glossary CentreVu CMS Custom Reports
GL-3
Database itemA name for a specific type of data stored in one of the CMS databases. A 
database item may store ACD identifiers (split numbers or names, login IDs, 
VDNs, etc.) or statistical data on ACD performance (number of ACD calls, 
wait time for calls in queue, current states of individual agents, etc.). 
Examples are ACDCALLS, ACDTIME, SPLIT, WORKMODE, and so on.
Database tablesCMS uses these tables to collect, store, and retrieve ACD data. Standard 
CMS...

  Glossary CentreVu CMS Custom Reports
GL-4
EntityA generic term that refers to one of the following: Agent, Split/Skill, Trunk, 
Trunk Group, VDN, or Vector.
FieldA space designated in a custom report to display a specifically-defined piece 
of ACD data. Data is displayed in a field as characters in specific format (that 
is, as time with am/pm, as decimal, as date, and so on).
Global accessThe ability for other CMS users to run a custom report and to copy its design 
on the Screen Painter.
Historical...

  Glossary CentreVu CMS Custom Reports
GL-5
Interval-based itemsA category of database items. These items generally represent the amount 
of time during a collection interval spent doing a particular activity. Interval-
based items are updated throughout the collection interval and timing is 
restarted at the end of the interval. Interval-based items should only be used 
to show the amount of time in an interval for an activity or to calculate 
percentages of time spent in an interval. Interval-based...

  Glossary CentreVu CMS Custom Reports
GL-6
Read permissionThe CMS user with read permission can access and view data (for example, 
run reports or view the Dictionary subsystem). Read permission is granted 
from the User Permissions subsystem.
Real-time databaseConsists of the current and previous intrahour data on each CMS-measured 
agent, split/skill, trunk, trunk group, vector, and VDN.
Real-time reportsReports that display current ACD call activity on agents, splits/skills, trunks, 
trunk groups,...

  Glossary CentreVu CMS Custom Reports
GL-7
Second thresholdA graph term for the upper limit you enter for a particular condition in a graph 
report. When this limit is met, the bar(s) change color/intensity, indicating that 
a possible Warning condition exists.
Secondary windowA user window that is generated from a primary window. Secondary windows 
can be moved, sized, or scrolled and do not count in the user window count.
SelectThe name of the first field in the Field and Bars windows. You enter the...

  Glossary CentreVu CMS Custom Reports
GL-8
Ta b l eAn array of columns and rows that stores data for a type of ACD element 
(split/skill, agent, trunk, and so on) and for a specific time frame (for the 
current intrahour interval, for past intrahour intervals, for past days, and so 
on).
Te x tThe words, numbers, and other characters you type directly onto the Screen 
Painter to provide report titles, column headers, row identifiers, and other 
labels.
ThresholdA value at or above which CMS indicates a...

  Glossary CentreVu CMS Custom Reports
GL-9
Variable nameThe name assigned to a report input field that will allow the user to enter 
values and have those values used to find data for the report. The variable 
name links the row search criteria to the report input fields so that the user’s 
input values become the basis of the search for data.
Where clauseAn expression in the Select rows where field that specifies values for a 
single database item or calculation. A “where” clause has the format...

  Glossary CentreVu CMS Custom Reports
GL-10 

  Index CentreVu CMS Custom Reports
IN-1
Index
Symbols
Where Clauses
Basic .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-42
Exclusions .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-45
Multiple.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-44
Other Formats for  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-32
Range/List Variable  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-45
Selecting Rows from an ACD  .  .  .  .  .  .  .  .  . 4-45
Using String-value...

  Index CentreVu CMS Custom Reports
IN-2
Clauses.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  4-42
CMS Documents .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   P-8
CMS System Error
Check the Error Log .  .  .  .  .  .  .  .  .  .  .  .  .  .  5-11
Data Collection Off.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  5-11
Too Much Data Retrieved .  .  .  .  .  .  .  .  .  .  .  5-11
Updating Translations .  .  .  .  .  .  .  .  .  .  .  .  .  5-12
Column
Changing.  .  .  .  .  .  .  ....