Lucent Technologies CentreVu Call Management System Custom Reports Manual

  Preface CentreVu CMS R3V5 Custom Reports
Conventions Used in This DocumentP-5
Conventions Used in This Document0
The following conventions are used consistently throughout this 
document:
____________________________________
* INFORMIX is a registered trademark of Informix Software, Inc.
Related document 
calloutsIncludes the document number (if a publication) 
and the book title, in italic. For example, ... See 
the 
CentreVu™ CMS R3V5 Custom Reports 
(585-215-822) document for more information....

  Preface CentreVu CMS R3V5 Custom Reports
TerminologyP-6
Te r m i n o l o g y0
The following terms are used throughout this book. For additional CMS 
definitions, please refer to the Glossary.
Current IntervalRepresents the current intrahour interval which 
can be 15, 30, or 60 minutes. The current interval 
is part of the real-time database.
Daily DataInterval data that has been converted to a 1-day 
summary.
Exception ReportsDisplay occurrences of unusual call-handling 
events.
Historical...

  Preface CentreVu CMS R3V5 Custom Reports
TerminologyP-7
Single-User ModeOnly one person can log into CMS. Data continues 
to be collected if data collection is “on.” This mode 
is required to change some CMS administration.
SubsystemEach CMS Main Menu selection (for example, 
Reports, Dictionary, System Setup, Exceptions, 
along with Timetable and Shortcut, are referred to 
as subsystems.)
Weekly DataDaily data that has been converted to a weekly 
summary. 

  Preface CentreVu CMS R3V5 Custom Reports
Related DocumentsP-8
Related Documents0
There are many documents that can help you use the CentreVu CMS software 
to its maximum capability. The most important ones are listed below.
CentreVu CMS 
Publications
0
The following documents, relevant to CentreVu CMS, have also been 
published. 
lCentreVuä Call Management System Release 3 Version 5 
Administration (
585-215-820)
lCentreVuä Call Management System Release 3 Version 5 Real-Time 
and Historical Reports (...

  Preface CentreVu CMS R3V5 Custom Reports
Related DocumentsP-9
Other Useful 
Publications
0
At times you may need to reference other documents. You need to know 
where the documentation that was sent with the following is kept:
lSwitch
lTerminals
lPrinters
lUNIX*/Solaris† system.
*UNIX is a registered trademark of Novell, Inc.
†Solaris is a registered trademark of Sun Microsystems, Inc. 

  Preface CentreVu CMS R3V5 Custom Reports
Related DocumentsP-10 

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
General Information1-1
1 Introduction to CentreVu CMS Custom 
Reports
General Information1
This chapter provides the following CentreVuä Call Management System 
(
CentreVu CMS) information:
lDefinition of a custom report
lDefinition of the Screen Painter
lTasks to create a custom report
lStandard CentreVu CMS reports that cannot be customized
lCentreVu CMS database items that are not in any standard reports, but 
can be used in...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Custom Reports and the Screen Painter1-2
Custom Reports and the Screen Painter1
What Is a 
Custom 
Report?
1
A custom report is a report that you create and design using the Custom 
Reports subsystem. Like standard 
CentreVu CMS reports, a custom report 
displays information about Automatic Call Distribution (ACD) activity in your 
call center. For a custom report, you determine what specific ACD 
information is displayed and how...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Custom Reports and the Screen Painter1-3
For 
historical custom reports only, the Screen Painter lets you:
lMerge data in a report field to include data from different ACD entities 
(for example, defining a field that represents the percentage of calls an 
agent answered compared to all calls handled by that agents split or 
skill)
lMerge data in a report field to include data with different time frames (for 
example, defining a...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Tasks to Create a Custom Report1-4
Tasks to Create a Custom Report1
There are 14 tasks you need to complete to create a custom report. If you 
consistently do all of these tasks for each report you create, then your 
reports will run properly and you will be able to create them efficiently. The 14 
tasks are:
1.Defining a Reports Name, Access, and Type
 (Chapter 2).
Define the 
name that you use both to run the report and to access...