Lucent Technologies CentreVu Call Management System Custom Reports Manual

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-33
Step 6: Define 
the Maximum 
Graph Value
4
Enter an x in the Maximum Graph Value list to select either a fixed or 
variable maximum graph value. The maximum graph value is the value that 
the bar represents when the bar is at its maximum length or height (see 
Figure 4-9
). The value must always be a whole number or decimal.
If you select Fixed, you must also enter, in the accompanying field, the 
value the bar should represent when the bar is at its maximum length or 
height.
If you select Variable name, you must also enter, in the accompanying 
field, a variable name that references a report input field. Thus, selecting 
Variable name allows the user to enter a maximum graph value for the 
bar when ordering the report. The variable name you enter must be identical 
to a variable name defined in the Define Input window.
Figure 4-9:  Bar Graph Thresholds
 
04/19/95 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^ 
Custom Reports: Historical: split status
Maximum graph valueSecond threshold
Row 1 Col 1
First threshold
..............................................
..............................................
..............................................
Normal.
(Bar is dim
intensity or green.)Caution.
(Bar is bright
intensity or yellow.)Warning.
(Bar is blinking
dim/bright intensity
or red.) 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-34
Step 7: Define 
the First 
Threshold
4
Enter an x in the First threshold list to select a fixed threshold, 
variable threshold, or no threshold. The first threshold identifies the point at 
or above which the bar changes color — normally to indicate a caution 
condition (see Figure 4-9
). The first threshold should have the lower value of 
the two thresholds. The value must always be a whole number or decimal.
If you select None, the bar does not have a first threshold at which the bar 
changes color.
If you select Fixed, you must also enter, in the accompanying field, the 
value at or above which the bar changes color.
If you select Variable name, you must also enter, in the accompanying 
field, a variable name. The variable name, which references a report input 
field, allows the user to enter a first threshold value for the bar when ordering 
the report. The variable name you enter must be identical to the variable 
name you assign to a report input field (see “Defining Fields for the Report 
Input Window” in this chapter).
Step 8: Define 
the Second 
Threshold
4
Enter an x in the Second threshold list to select a fixed threshold, 
variable threshold, or no threshold. The second threshold identifies the point 
at or above which the bar changes color — normally to indicate a warning 
condition (see Figure 4-9
). The second threshold should have the higher 
value of the two thresholds. The value must always be a whole number or 
decimal.
If you select None, the bar does not have a second threshold at which the 
bar changes color.
If you select Fixed, you must also enter, in the accompanying field, the 
value at or above which the bar changes color.
If you select Variable name, you must also enter a variable name in the 
accompanying field. The variable name, which references a report input field, 
allows the user to enter a maximum graph value for the bar when ordering 
the report. The variable name you enter must be identical to the variable 
name you assign to a report input field (see the “Defining Fields for the 
Report Input Window” section in this chapter). 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-35
Step 9: Select 
Normal or 
Reversed 
Thresholds
4
Enter a y or n to select reversed threshold colors or normal threshold 
colors. n means the bar changes to a caution color at the first threshold and 
change to a warning color at the second threshold.
Enter y if you want to reverse the meanings of the thresholds. With 
meanings reversed, the bar is a normal color when it is above the second 
threshold. The bar changes to a caution color when the bar is at or below the 
second threshold but is above the first threshold. The bar changes to a 
warning color when the bar is at or below the first threshold.
Reversed colors would be appropriate for a bar that represents the 
percentage of calls answered within service level (see Figure 4-10
). In this 
case, you would want the bar to be a normal color when the percentage is 
high, a caution color when the percentage goes down, and a warning color 
when the percentage is very low.
Figure 4-10:  Reversed Bar Graph Thresholds
 
04/19/95 00:30 AM CentreVu(TM) CMS Windows: 1 of 5 ^ 
Custom Reports: Historical: split status
Maximum graph valueSecond threshold
Row 1 Col 1
First threshold
..............................................
..............................................
..............................................
Normal.
(Bar is dim
intensity or green.)Caution.
(Bar is bright
intensity or yellow.)Warning.
(Bar is blinking
dim/bright intensity
or red.) 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Bars in a Report4-36
Step 10: Save 
the Bar 
Definition
4
To define additional bars, repeat steps 1 through 10.
Changing a 
Bar Definition
4
Select the Save action list option.®The Bar window disappears, 
and
 Successful appears in 
the Screen Painter status line 
to indicate the bar definition 
has been added.
NoteYou must assign a Row Search ID to the bar before your field 
definition is complete. When you do, the question mark (?) changes 
to that ID number. See the “Defining the Rows of Data for a Report
” 
section in this chapter.
NoteIf a bar will be a repeated bar (as defined with the Row Search 
window), you cannot define any other bars in the direction that the 
bar will repeat. That is, if the bar will be repeated vertically, no other 
bars (or text or fields) can appear directly below the bar. If the bar will 
be repeated horizontally, no other bars (or text or fields) can appear 
directly to the right of the bar.
1.On the Screen Painter, place the 
cursor on the bar you want to 
change, and select Bar.®
The cursor returns to the bar 
and rests on the lower right 
corner of the bar. The 
following message appears on 
the Screen Painter status line:
 
Move cursor to define 
opposite corner of bar 
and press RETURN.
2.If desired, move the cursor using 
the arrow keys to either make the 
bar bigger or smaller, and press 
.®The Bar window appears.
3.Overtype any data in fields you 
want to change, and select 
Save.®
The Bar window disappears, 
Successful 
appears in the 
Screen Painter status line, and 
the cursor returns to the bar 
you just changed.
Return 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining the Rows of Data for a Report4-37
Defining the Rows of Data for a Report4
To complete the definition of a reports fields/bars, you must define the rows 
of the table(s) that supply data to the fields/bars. To do this, you must:
lUsing the Row Search window (Figure 4-11), define the criteria needed 
to find the appropriate rows of data. Each set of criteria is stored by row 
search ID.
lAssign the row search ID(s) to the appropriate fields/bars.
Row search criteria are values for either database items or calculations. In 
most cases, your criteria will specify variable names rather than specific 
values for the database items or calculations. These variable names allow 
CentreVu CMS to use the values entered in the Report Input window in its 
row search criteria. From the rows 
CentreVu CMS finds, report data is 
retrieved for the report fields. See “How CentreVu CMS Stores and Retrieves 
Data” in Chapter 1 for a description of this process.
The task of defining the rows of data for report fields/bars is described in the 
following pages.
Step 1: Access 
the Row 
Search 
Window
4
NoteIf you copy the design of an existing report, the row search criteria 
and input fields (as defined in the Define Input window) are copied. If 
you then delete or change a variable name in the Row Search 
window, you must delete or change that variable name in the Define 
Input window.
On the Screen Painter, select the Row 
search action list option.®
The Row Search window 
appears. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining the Rows of Data for a Report4-38
Figure 4-11:  The Row Search Window
Step 2: List the 
Report Input 
Var i ab le s
4
2a.Select the List inputs action 
list option to see the variable 
names previously defined on the 
Define Input window.®The List Inputs window 
appears.
2b.Print the windows contents via 
the   SLK and Print 
window option.
2c.Press   to return to the Row 
Search window.®
The List Inputs window 
disappears and the cursor 
returns to the Row Search 
window.
Commands
Exit
NoteIf you defined report input fields in the Define Input window (or 
you copied a report design that has report input fields), your row 
search criteria use the variable names for those input fields.
Conversely, to use a variable name in your row search criteria, an 
input field with that variable name must first be defined in the 
Define Input window. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining the Rows of Data for a Report4-39
Step 3: Select 
a Row Search 
ID
4
Enter a number from 0 to 9 in the Row search ID field. The ID identifies 
the set (or one of the sets) of row search conditions you are using in the 
report. Thus, for a single report, you can use ten different sets of conditions 
to select rows of data.
You can create a new set of conditions from scratch or use Find one with 
the Next/Previous actions to view and/or change an existing set of 
conditions. (If you have already assigned row search conditions to a field/bar 
on the Screen Painter, the row search ID appears as the first character in that 
field/bar.)
Step 4: Select 
Ta b l e s
4
In the From table(s) field, enter the name(s) of the table(s) whose rows 
supply data. Use a comma to separate multiple table names.
Example:
From table(s): hagent,dagent________
If you are going to assign this row search ID to a particular report field/bar, 
the name(s) in the From table(s) field must include the table name(s) 
that you assigned to the report field.
NoteIf you are going to use multiple tables, at least one “join” clause must 
appear in the Row Search ID assigned to the field. 
A “join” clause makes the values that 
CentreVu CMS searches on the 
same in both tables. Therefore, the data extracted from the rows in 
both tables is related.
A “join” clause has the following format:
tablename1.item1 = tablename2.item1
where item1 is a database item that the tables have in common.
Note that there are different types of “join” clauses. 
See Chapter 6, “Advanced Report Design,” and your 
INFORMIX 
documentation for more information on “join” clauses.
NoteIf a report field merges data from two tables, you must include both 
table names in this field. See “Selecting Rows from More Than One 
Table” in Chapter 6 of this manual. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining the Rows of Data for a Report4-40
The CentreVu CMS database table names are in the following tables.
Table 4-6:  Real-Time Table Names 
Name Data Stored
csplit Split/Skill data for the current interval.
psplit Split/Skill data for the previous interval.
cagent Agent data fro the current interval.
pagent Agent data for the previous interval.
ctkgrp Trunk group data for the current interval.
ptkgrp Trunk group data for the previous interval.
ctrunk Trunk data for the current interval.
ptrunk Trunk data for the previous interval.
cvector Vector data for the current interval.
pvector Vector data for the previous interval.
cvdn VDN data for the current interval.
pvdn VDN data for the previous interval.
ccwc Call Work Code (CWC) data for the current interval.
pcwc CWC data for the previous interval.
Table 4-7:  Historical Table Names 
Name Data Stored
hsplit Split/Skill data for each intrahour interval.
dsplit Split/Skill data summarized by day.
wsplit Split/Skill data summarized by week.
msplit Split/Skill data summarized by month.
hagent Agent data for each intrahour interval.
dagent Agent data summarized by day.
wagent Agent data summarized by week.
magent Agent data summarized by month
ag_actv Agent trace.
haglog Agent login/logout.
htkgrp Trunk group data for each intrahour interval. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining the Rows of Data for a Report4-41
See Appendix A, Database Items and Calculations
, for a description of 
these tables and the database items they contain.dtkgrp Trunk group data summarized by day.
wtkgrp Trunk group data summarized by week.
mtkgrp Trunk group data summarized by month.
htrunk Trunk data for intrahour interval.
dtrunk Trunk data summarized by day.
wtrunk Trunk data summarized by week.
mtrunk Trunk data summarized by month.
hvector Vector data for each intrahour interval.
dvector Vector data summarized by day.
wvector Vector data summarized by week.
mvector Vector data summarized by month.
hvdn VDN data for each intrahour interval.
dvdn VDN data summarized by day.
wvdn VDN data summarized by week.
mvdn VDN data summarized by month.
hcwc CWC data for each intrahour interval.
dcwc CWC data summarized by day.
wcwc CWC data summarized by week.
mcwc CWC data summarized by month.
call_rec Call record data.
agex Agent exceptions.
spex Split exceptions
tgex Trunk group exceptions.
vecex Vector exceptions.
vdnex VDN exceptions.
linkex Link down exceptions.
mctex Malicious call trace exceptions.
f_cday Forecast current day configuration data by split/skill.
f_cdayrep Current day forecast data by split/skill.Table 4-7:  Historical Table Names  — 
Continued
Name Data Stored 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining the Rows of Data for a Report4-42
Step 5: Select 
Rows in the 
Table(s)
4
In the Select rows where: field, enter a selection criteria statement to 
tell 
CentreVu CMS how to select data from the table. The statement specifies 
value(s) for one or more database items or calculations.
Basic “Where” 
Clause
4
A basic clause has the following format:
Expression Relational Operator Value
The Expression can be a database item or calculation. The Value is a 
whole number. Relational operators available for a “where” clause are as 
follows:
NoteTo ensure a reasonable run time for your report, the database items 
you specify in the Select rows where: field should include index 
items. For a historical report, you should especially include a “where” 
clause with the ROW_DATE database item. If your row search is 
based on items that are not indexes, your report may take a very long 
time to run. To check that your row search items are indexes, see the 
appropriate table listing in Appendix A, Database Items and 
Calculations.
NoteYour row search criteria must always include the selection of an 
ACD. See “Where” Clause for Selecting Rows from an ACD
” later in 
this section.
= equal to
< > or != not equal to
> greater than
>= greater than or equal to
< less than