Lucent Technologies CentreVu Call Management System Custom Reports Manual

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-13
Step 1: Define 
the Position 
and Length of 
a Field
4
Figure 4-5:  The Field Window 1a.On the Screen Painter, position 
the cursor where you want a field 
to begin, and select Field from 
the action list.®
The cursor returns to its 
original position, and the 
following message appears
: 
Move cursor to define 
opposite corner of 
field and press 
RETURN.
1b.Move the cursor using the arrow 
keys to define a...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-14
Step 2: Define 
the Fields 
Data 
Expression
4
In the Select field (shown in Figure 4-5), enter a data expression to tell 
CentreVu CMS two things:
lWhat table column(s) should supply data to the field.
lHow to manipulate that data.
CentreVu CMS picks out values from a table with both row and column 
identifiers. 
CentreVu CMS identifies rows of data according to the users 
inputs and the row search conditions...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-15
See Appendix A
 for a description of database tables and items including the 
exceptions, forecast, and login/logout tables. See Chapter 6, Advanced 
Report Design, for more information about custom reports that include 
exceptions and forecast data.
Custom database items
You must enter a custom database item, with the custom table name as a 
prefix, exactly as you defined it in the Dictionary subsystem. The...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-16
Calculations4A calculation is a combination of database items and arithmetic operators. 
You can also include constants in a calculation. The arithmetic operators are:
Some examples of calculations are:
dsplit.ACDCALLS/dsplit.ACDTIME
hagent.AUXOUTTIME+hagent.ACWOUTTIME
100*((cagent.I_ACDTIME+cagent.I_ACWTIME)/
cagent.I_STAFFTIME)
Arithmetic operations are generally performed in order from left to right....

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-17
100*((I_ACDTIME+I_ACWTIME)/I_STAFFTIME), but do not want to include 
the ACWTIME in the calculation, then you can change the calculation in the 
Dictionary subsystem so that  represents 
100*(I_ACDTIME/I_STAFFTIME). Then, any report that uses the calculation 
name PERCENT_ACD_TIME reflects the new calculation.
At times, using calculation names helps save space in the Select field so 
you can create more complex...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-18
Then, you can enter the table name csplit in the Table for 
calculation field.
Aggregate 
Functions
4
An aggregate function is a prefix attached to a database item, a calculation, 
parts of a calculation, or a calculation name. When you define an aggregate 
function, you must place the database item or calculation in parentheses [as 
in, max(dsplit.ACDTIME/dsplit.ACDCALLS)].
An aggregate function can be one of...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-19
Figure 4-6:  Sample Intrahour Split Table Data
lmin
The min aggregate function retrieves the lowest value for a calculation 
or database item over the time frame of the report.
For example, using the previous example, if you entered 
min(hsplit.ACDCALLS) instead of max(hsplit.ACDCALLS) for 
the field and then ran the report for Split 1 for all intervals on 07/02/93, 
CentreVu CMS would display only the value...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-20
lavg
The avg aggregate function retrieves the average of all values found 
over the time frame of the report. Using the sample table in Figure 4-6
, if 
you enter
 avg(ACDCALLS) for a field and run the report for Split 1 for all 
intervals on 07/02/95, the value 402.75, which is the average of 399, 
400, 394, and 418, is displayed.
count(*)4The count(*) expression tells CentreVu CMS to count the number of 
rows...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-21
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.
For example, look at the following entries:
Select: AVG_POS_STAFF
Table for calculation: hsplit
These entries mean “Take the calculation...

  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-22
Step 5: Define 
the Field 
Format
4
Enter an x to select an item in the Field Format list. You must also 
complete the field associated with the list item.
The format type and the format you specify in the associated field tell 
CentreVu CMS how to display the values it finds for the field. However, the 
format you select depends on the type of data 
CentreVu CMS will display. 
The format options are as...