Lucent Technologies CentreVu Call Management System Custom Reports Manual

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Tasks to Create a Custom Report1-5
6.Defining Fields for the Report Input Window
 (Chapter 4).
Define fields for the report input window so that users can run the 
report using parameters they choose (that is, what split, agent, time, 
date, and so on, the report is for).
If you copy a report design, the definition of that report’s input window 
is copied. You can then modify the input fields as required.
7.Defining Report Fields...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Reports That Cannot Be Customized1-6
Reports That Cannot Be Customized1
The following standard CentreVu CMS reports cannot be customized:
lReal-time: Multi-ACD report
lReal-time: Multi-ACD Top Agent report
lHistorical: Split/Skill: Status report
lHistorical: VDN: Status report
lHistorical: System: Multi-ACD by Split/Skill report (daily, weekly, 
monthly)
lHistorical: System: Multi-ACD Call Flow by VDN report
lHistorical: Trunk...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Database Items Not in Standard Reports1-7
Database Items Not in Standard Reports1
There are many more database items than are shown in the standard CMS 
reports. For a complete list and the definitions of all database items, see the 
CentreVu CMS R3V8 Database Items and Calculations (585-210-939) 
document.
The 
CentreVu™ CMS Release 3 Version 5 Real-Time and Historical (585-
215-821) document describes the database items...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-8
Figure 1-1:  Sample CentreVu CMS Table (Current Interval Agent Table)
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represent WORKMODE for values numeric The
example, For reports. in appear that states agent
AUX. = 4 and ACW, = 3 ACD, = 2 AVAIL, = 1 *
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  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-9
Figure 1-2
 shows how a small piece of the Historical Intrahour Interval Split 
table looks. (See the seventh line from the top of the table, 509 ACDCALLS.)
Figure 1-2:  Sample 
CentreVu CMS Table
(Historical Intrahour Interval Split Table)
NoteThe example in Figure 1-2 shows data from July 1 to July 3, 1993, 
and simulates data for an ACD that has only three splits, 60-minute...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-10
The CentreVu CMS database uses names to refer to columns of data in a 
table. These names are called database items in 
CentreVu CMS. In 
Figure 1-1
 and Figure 1-2, database items are indicated with arrows pointing 
to their associated columns. The Current Interval Agent and Intrahour 
Interval Split tables actually contain many more columns (and hence many 
more database items) than...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-11
How CentreVu 
CMS Retrieves 
Data
1
CentreVu  CMS retrieves data from the database based on three types of 
information you supply when you design a custom report:
lThe name of the table(s)
lThe database items in the table(s)
lThe rows of data in the table(s).
For example, if you want a custom real-time agent report that lists the agents 
in a split, then the report design might appear...

  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-12
Figure 1-4:  Sample 1 of Selection of Database Item
Next, you identify the appropriate rows that supply data. If you want agents in 
Split 1, you must tell 
CentreVu CMS to find rows that have the value 1 for the 
SPLIT database item. When you run the report, 
CentreVuCMS finds the 
appropriate rows of data in the cagent table (see rows with arrows in 
Figure 1-5
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  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-13
Figure 1-5:  Sample 1 of Selection of Table Rows
The data that 
CentreVu CMS plugs into the report is the data found in the 
intersection of the selected database items and rows. Therefore, the report 
shows data as shown in Figure 1-6
:
Figure 1-6:  Sample Custom Report 1
203
789
549
402
452
616
569
745
109
367
322
188
704
256
980
589
340
299
688
901 851
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  Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data1-14
As mentioned earlier, CentreVu CMS uses indexes to create a structure for 
storing data. Similarly, 
CentreVu CMS uses these indexes to search for data. 
Indexes allow 
CentreVu CMS to find data much faster than if data were 
stored more randomly. Therefore, when you design a custom report, the rows 
of data for the report should be defined on the basis of index values. See 
“Defining...