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Lucent Technologies CentreVu Call Management System Custom Reports Manual
Lucent Technologies CentreVu Call Management System Custom Reports Manual
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585-215-822 Comcode 108501867 Issue 2 December 1996 CentreVu® Call Management System Custom Reports
Copyright Ó 1996, 1999 Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your com- pany’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to pre- vent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration docu- ments provided with this product in order to fully understand the fea- tures that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of com- mon-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353. Trademarks CentreVu is a trademark of Lucent Technologies. DEFINITY is a registered trademark of Lucent Technologies. INFORMIX is a registered trademark of Informix Software, Inc. SPARC trademarks, including SPARCserver are trademarks or regis- tered trademarks of SPARC International Inc. SPARCserver is licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trade- marks are based upon an acrhitecture developed by Sun Microsystems, Inc. Sun, Sun Microsystems, Sun Microsystems Computer Corporation, the Sunlogo, the SMCC logo, SunLink, SunSelect, Solaris, and Solstice DiskSuite are trademarks or registered trademarks of Sun Microsys- tems, Inc. UNIX is a registered trademark in the United States and other coun- tries, licensed exclusively through X/Open Corporation. All other product names mentioned herein are the trademarks of their respective owners. Ordering Information Call: Lucent Technologies Publications Center Voice 1 800 457-1235 International Voice 317 361-5353 Fax 1 800 457-1764 International Fax 317 361-5355 Write: Lucent Technologies Publications Center P.O. Box 4100 Crawfordsville, IN 47933 Order: Document No. 585-215-822 Comcode 108501867 Issue 2, December 1999You can be placed on a Standing Order list for this and other docu- ments you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Lucent Technologies Publications Center. Lucent Technologies National Customer Care Center Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121. For technical support, customers outside the United States should call their Lucent Technologies Repre- sentative or Distributor. European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC The “CE” mark affixed to the equipment means that it conforms to the above Directives. Heritage Statement Lucent Technologies—formed as a result of AT&T’s planned restruc- turing—designs, builds, and delivers a wide range of public and private networks, communication systems and software, consumer and busi- ness telephone systems, and microelectronics components. The world-renowned Bell Laboratories is the research and development arm for the company. Comments To comment on this document, return the comment card at the front of the document. Acknowledgment This document was prepared by Global Learning Solutions , Lucent Technologies, Denver, CO.
Table of Contents CentreVu® Call Management System Custom Reports CentreVu CMS Custom Reports iii Preface . . . . . . . . . . . . . . . . . . . . . . . . . . P-1 General Information . . . . . . . . . . . . . . . . . P-1 Audience . . . . . . . . . . . . . . . . . . . P-1 Introduction . . . . . . . . . . . . . . . . . . P-1 Organization and Use of This Document . . . . . . . . . . P-2 Organization of Document . . . . . . . . . . . . . . P-2 Use of Document . . . . . . . . . . . . . . . . . P-4 Conventions Used in This Document . . . . . . . . . . . P-5 Terminology . . . . . . . . . . . . . . . . . . . . P-6 Related Documents . . . . . . . . . . . . . . . . . P-8 CentreVu CMS Publications . . . . . . . . . . . . . P-8 Other Useful Publications . . . . . . . . . . . . . . P-9 Introduction to CentreVu CMS Custom Reports . . . . . . . . . . . . . 1-1 General Information . . . . . . . . . . . . . . . . . 1-1 Custom Reports and the Screen Painter . . . . . . . . . . 1-2 What Is a Custom Report? . . . . . . . . . . . . . . 1-2 The Screen Painter . . . . . . . . . . . . . . . . 1-2 Tasks to Create a Custom Report . . . . . . . . . . . . . 1-4 Reports That Cannot Be Customized . . . . . . . . . . . 1-6 Database Items Not in Standard Reports . . . . . . . . . . 1-7 How CentreVu CMS Stores and Retrieves Data . . . . . . . . 1-7 How CentreVu CMS Stores Data . . . . . . . . . . . . 1-7 How CentreVu CMS Retrieves Data . . . . . . . . . . . 1-11 Getting Started . . . . . . . . . . . . . . . . . . . . . . . 2-1 General Information . . . . . . . . . . . . . . . . . 2-1 Defining a Reports Name, Access, and Type . . . . . . . . . 2-2 Step 1: Access the Report Select Window . . . . . . . . 2-2 Step 2: Assign a Name to the Report . . . . . . . . . . 2-3 Step 3: Enter a Report Description . . . . . . . . . . . 2-4 Step 4: Define the User ID . . . . . . . . . . . . . . 2-5 Step 5: Define Access to the Report . . . . . . . . . . 2-5
CentreVu CMS Custom Reports iv Step 6: Define the Report as Real-Time or Historical . . . . . . . . . . . . . . . 2-6 Step 7: Save the Report Name . . . . . . . . . . . . 2-7 Changing a Reports Access or Description . . . . . . . . . 2-8 Deleting a Custom Report . . . . . . . . . . . . . . . 2-9 Using Screen Painter Editing Tools . . . . . . . . . . . . . . . . . 3-1 Accessing the Screen Painter . . . . . . . . . . . . . . 3-1 Special Properties of the Screen Painter . . . . . . . . . 3-2 Moving the Cursor on the Screen Painter . . . . . . . 3-2 The Screen Painter Size . . . . . . . . . . . . . 3-3 Scrolling the Screen Painter . . . . . . . . . . . . 3-4 Properties of Secondary Windows. . . . . . . . . . 3-4 Copying an Existing Report Design . . . . . . . . . . . . 3-4 Step 1: Access the Get Copy Window . . . . . . . . . . 3-6 Step 2: Enter a Report Name . . . . . . . . . . . . . 3-6 Step 3: Enter a User ID . . . . . . . . . . . . . . . 3-7 Step 4: Select a Report Type . . . . . . . . . . . . . 3-7 Step 5: Verify the Report . . . . . . . . . . . . . . 3-7 Step 6: Copy the Report . . . . . . . . . . . . . . 3-7 Editing a Report with Blocks . . . . . . . . . . . . . . 3-8 Erasing a Block . . . . . . . . . . . . . . . . . 3-9 Moving a Block . . . . . . . . . . . . . . . . . 3-10 Copying a Block . . . . . . . . . . . . . . . . . 3-13 Entering Report Text . . . . . . . . . . . . . . . . . 3-13 Saving Your Work . . . . . . . . . . . . . . . . . . 3-14 Defining the Data for a Custom Report . . . . . . . . . . . . . . . . 4-1 Defining Fields for the Report Input Window . . . . . . . . . 4-1 Step 1: Access the Define Input Window . . . . . . . . . 4-2 Step 2: Define the Variable Name . . . . . . . . . . . 4-2 Step 3: Enter a Field Prompt . . . . . . . . . . . . . 4-4 Step 4: Define the Number of Field Columns and Rows . . . . 4-4 Step 5: Define the Field as Single Value or Range/List . . . . 4-4 Step 6: Provide a Default Value for the Field . . . . . . . . 4-5 Step 7: Select a Field Type . . . . . . . . . . . . . . 4-5 Input Fields That Allow Pattern Matching . . . . . . . 4-7 Step 8: Associate an ACD with the Variable Field . . . . . . 4-8 Step 9: Save a Variable Input Field . . . . . . . . . . . 4-9 Defining the Order in Which Input Fields Appear . . . . . . 4-10 Changing Report Input Fields. . . . . . . . . . . . . 4-11 Defining Report Fields . . . . . . . . . . . . . . . . 4-11 What the xs, vs, and hs Mean in a Field . . . . . . . . . 4-12 Step 1: Define the Position and Length of a Field . . . . . . 4-13 Step 2: Define the Fields Data Expression . . . . . . . . 4-14 Database Items . . . . . . . . . . . . . . . . 4-14
CentreVu CMS Custom Reports v Constants . . . . . . . . . . . . . . . . . . 4-15 Calculations . . . . . . . . . . . . . . . . . 4-16 Calculation names . . . . . . . . . . . . . . . 4-16 Aggregate Functions . . . . . . . . . . . . . . 4-18 count(*) . . . . . . . . . . . . . . . . . . 4-20 Data from More Than One Table . . . . . . . . . . 4-20 Step 3: Define the Table(s) for Calculation Names . . . . . . 4-21 Step 4: Justify Data in the Field . . . . . . . . . . . . 4-21 Step 5: Define the Field Format . . . . . . . . . . . . 4-22 Step 6: Save the Field Definition . . . . . . . . . . . . 4-27 Changing a Field Definition . . . . . . . . . . . . . 4-27 Defining Bars in a Report . . . . . . . . . . . . . . . 4-27 What the Xs, Vs, and Hs Mean in a Bar . . . . . . . . . 4-28 Step 1: Define the Position and Length of a Bar. . . . . . . 4-28 Step 2: Define the Bars Data Expression . . . . . . . . . 4-30 Step 3: Define the Table(s) for Calculation Names . . . . . . 4-30 Step 4: Define the Bar Direction . . . . . . . . . . . . 4-30 Step 5: Define the Bar Scale . . . . . . . . . . . . . 4-31 Step 6: Define the Maximum Graph Value . . . . . . . . . 4-33 Step 7: Define the First Threshold . . . . . . . . . . . 4-34 Step 8: Define the Second Threshold . . . . . . . . . . 4-34 Step 9: Select Normal or Reversed Thresholds . . . . . . . 4-35 Step 10: Save the Bar Definition . . . . . . . . . . . . 4-36 Changing a Bar Definition . . . . . . . . . . . . . . 4-36 Defining the Rows of Data for a Report . . . . . . . . . . . 4-37 Step 1: Access the Row Search Window . . . . . . . . . 4-37 Step 2: List the Report Input Variables . . . . . . . . . . 4-38 Step 3: Select a Row Search ID . . . . . . . . . . . . 4-39 Step 4: Select Tables . . . . . . . . . . . . . . . 4-39 Step 5: Select Rows in the Table(s) . . . . . . . . . . . 4-42 Basic “Where” Clause . . . . . . . . . . . . . . 4-42 “Where” Clause with Variable . . . . . . . . . . . 4-44 Multiple “Where” Clauses . . . . . . . . . . . . 4-44 “Where” Clause with a Range/List Variable . . . . . . . 4-45 “Where” Clause for Selecting Rows from an ACD . . . . 4-45 “Where” Clause for Excluding Rows of Data . . . . . . 4-45 Step 6: Select a Field/Bar Type . . . . . . . . . . . . 4-46 Step 7: Select a Sort Type . . . . . . . . . . . . . . 4-48 Step 8: Select a Sort Order for Data . . . . . . . . . . . 4-49 Step 9: Save Your Row Search Conditions . . . . . . . . 4-51 Assign a Row Search ID to Report Field(s) and Bar(s) . . . . 4-51 Changing Row Search Conditions . . . . . . . . . . . 4-55 Changing the Row Search-Field Assignment(s) . . . . . . . 4-56 Defining Fields to Show Run Time/Date and User Inputs . . . . . 4-56 Step 1: Access the Variable/ Time/Date Window . . . . . . 4-57 Step 2: Define the Display Type and Format . . . . . . . . 4-57 Step 3: Save the Var/Date/Time Field . . . . . . . . . . 4-60 Saving Your Work . . . . . . . . . . . . . . . . . . 4-60 Completing Your Custom Report . . . . . . . . . . . . . . . . . . 5-1
CentreVu CMS Custom Reports vi Highlighting Fields. . . . . . . . . . . . . . . . . . 5-1 Defining Stationary (No-Scroll) Areas . . . . . . . . . . . 5-4 Changing a No-Scroll Area . . . . . . . . . . . . . . . . . . 5-6 Saving the Report Design . . . . . . . . . . . . . . . 5-7 Testing the Report Design . . . . . . . . . . . . . . . 5-8 Test Design Error Messages . . . . . . . . . . . . . . 5-10 Phase 1 Error Messages . . . . . . . . . . . . . . 5-10 Phase 2 Historical Error Codes . . . . . . . . . . . . 5-14 Phase 2 Real-Time Error Codes . . . . . . . . . . . . 5-19 Running Custom Reports . . . . . . . . . . . . . . . 5-20 Advanced Report Design . . . . . . . . . . . . . . . . . . . . 6-1 Creating a Custom Data Table . . . . . . . . . . . . . . 6-1 Step 1: Access the CentreVu CMS Database in INFORMIX . . . 6-3 Step 2: Build the Table . . . . . . . . . . . . . . . 6-4 Step 3: Add Data to the Table . . . . . . . . . . . . . 6-11 Modifying a Table . . . . . . . . . . . . . . . . . 6-14 Adding a Column . . . . . . . . . . . . . . . 6-14 Changing a Column . . . . . . . . . . . . . . 6-14 Deleting a Column . . . . . . . . . . . . . . . 6-14 Changing Data in a Table . . . . . . . . . . . . . . 6-16 Adding Rows of Data to a Table . . . . . . . . . . 6-16 Changing Rows of Data in a Table . . . . . . . . . . 6-17 Deleting Rows of Data From a Table . . . . . . . . . 6-17 Including Forecast Data in a Custom Report . . . . . . . . . 6-18 Including Exceptions Data in a Custom Report . . . . . . . . 6-21 Selecting Rows from More Than One Table . . . . . . . . . 6-25 Alternative Row Search Conditions . . . . . . . . . . . . 6-29 Selecting Rows Based on a Range of Values . . . . . . . 6-29 Using Apostrophes for Some Database Item Values . . . . . 6-30 Using String-Value Database Items . . . . . . . . . . . . . 6-31 Other Available Formats for “Where” Clauses . . . . . . . 6-32 Repeating Aggregate Function Values . . . . . . . . . . . 6-33 Database Items and Calculations . . . . . . . . . . . . . . . . . A-1 General Information . . . . . . . . . . . . . . . . . A-1 Reference . . . . . . . . . . . . . . . . . . . A-1 Glossary . . . . . . . . . . . . . . . . . . . . . . . . GL-1 Index . . . . . . . . . . . . . . . . . . . . . . . . IN-1
Preface CentreVu CMS R3V5 Custom Reports General InformationP-1 Preface General Information0 Audience0This book is written for all CentreVuä Call Management System (CentreVu CMS) Release 3 Version 5 (R3V5) administrators and split/skill supervisors who are interested in creating custom reports. Introduction0The CentreVuä CMS R3V5 Custom Reports (585-215-822) document was written primarily for the CentreVu CMS administrator who has access to all parts of the CentreVu CMS, and secondarily for administrators (such as split/skill supervisors) who have limited access to the CentreVu CMS.
Preface CentreVu CMS R3V5 Custom Reports Organization and Use of This DocumentP-2 Organization and Use of This Document0 This document takes you through creating a custom report from beginning to end, starting with Chapter 2, Getting Started and ending with Chapter 6, Advanced Report Design. For a first-time user of the Custom Reports subsystem, start at the beginning of the document and read the Preface and Chapter 1, Introduction to CentreVu CMS Custom Reports, to become familiar with the content and structure of the book. Organization of Document 0 The following list describes the contents of each chapter and appendix in this document. Chapter 1Introduction to CentreVu CMS Custom Reports Chapter 1 gives the following information: lDefines a custom report, the Screen Painter, and how CentreVu CMS stores and retrieves data lGives the tasks for creating a custom report lLists the standard CentreVu CMS reports that cannot be customized lLists the CentreVu CMS database items that are not in any standard reports but can be used in custom reports. Chapter 2Getting Started Chapter 2 shows you how to: lDefine a custom reports name, access, and type lChange a custom reports access or description lDelete a custom report.
Preface CentreVu CMS R3V5 Custom Reports Organization and Use of This DocumentP-3 Chapter 3Using Screen Painter Editing Tools Chapter 3 shows you how to: lAccess the Screen Painter lCopy an existing report lEdit a report with blocks lEnter report text lSave your work. Chapter 4Defining the Data for a Custom Report Chapter 4 shows you how to: lDefine fields for the report input window lDefine report fields lDefine bars in a report lDefine the rows of data for a report lDefine fields on the report to show when the report was run and what items the report covers. Chapter 5Completing Your Custom Report Chapter 5 shows you how to: lHighlight fields lDefine no-scroll areas lSave and test a report design lUnderstand test design error messages lRun a custom report. Chapter 6Advanced Report Design Chapter 6 shows you how to: lCreate a custom data table lInclude forecast data in a custom report lSelect rows from more than one table lDo other alternative row search conditions lRepeat aggregate function values in historical reports. GlossaryDefines Custom Reports terms and some CentreVuCMS terms.
Preface CentreVu CMS R3V5 Custom Reports Organization and Use of This DocumentP-4 Use of Document 0 Use this document to step you through the process of creating CMS custom reports. It includes all of the information needed to learn how to create the reports. NoteFor a description of the CentreVu CMS system, see the CentreVuä CMS R3V5 Administration (585-215-820) document. For examples and explanations of standard reports, see the CentreVuä CMS R3V5 Reports (585-215-821) document. If you have the Forecast feature of CentreVu CMS, refer to the CentreVuä CMS R3V5 Forecast (585-215-825) document to learn how to use the Forecast subsystem and read the reports. For a description of the CentreVu CMS database items, see the CentreVu CMS R3V8 Database Items and Calculations (585-210- 939) document.