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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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Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table6-11 Step 3: Add Data to the Ta b l e 6 To help you add data to the table, you must first create a data entry form associated with your table. For more information about forms, see “Creating Your Own Forms” in the INFORMIX-SQL Relational Database Management System User Guide . For more information about adding data, see “Entering Data,” in the same document. 3a.On the Main Menu, select FORM.® The FORM menu appears. FORM: Run Modify Generate New Compile Drop Exit Use a form to enter data or query a database. ----------------- cms ----------------- Press CTRL-W for Help -------- 3b.Select GENERATE.®The GENERATE FORM screen appears. GENERATE FORM >> Enter the name you want to assign to the form, then press Return. ----------------- cms ----------------- Press CTRL-W for Help -------- 3c.Enter a name (up to ten characters) for the form associated with your table. (If possible, use the same name as the table you created.) Press .®The CHOOSE TABLE screen appears. Return CHOOSE TABLE >> c_workcode Choose the table to be used in the default form. ----------------- cms ----------------- Press CTRL-W for Help -------- workcode
Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table6-12 3d.Enter the name of the table you want to enter data for, and press .®The Table-selection- complete menu appears. Return GENERATE FORM: Table-selection-complete Select-more-tables Exit Continue creating a default form with the selected tables. ----------------- cms ----------------- Press CTRL-W for Help -------- 3e.Select Table-selection- complete.®The screen form specification was successfully compiled appears when processing of the form is complete, then the FORM menu appears. 3f.Select Run.®The RUN FORM window displays the table you selected. RUN FORM >> Choose a form with Arrow keys, or enter a name, and press Return. ----------------- cms ----------------- Press CTRL-W for Help -------- workcode 3g.Press the key. ®The PERFORM menu appears.Return PERFORM: Query Next Previous View Add Update Remove Table Screen... Searches the active database table. ** 1: c_workcode table** cwc [ ] price [ ]
Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table6-13 3h.Select Add.® The cursor moves to the first column in the table. 3i.Enter data for the first column of the table, and press the key. ®The cursor moves to the next column. NoteIf you get an error message, you may have entered data in the wrong format. 3j.Repeat Step 3i for each column. 3k.Press the key to save the row of data. ®Row added appears. The row of data has been added to the table and saved. 3l.Repeat Steps 3h through 3k for each row of data you want to add. 3m .Ty p e e (for Exit) three times to exit INFORMIX.® The UNIX prompt appears. 3n.Press . ®The CentreVu CMS windows and menus that were displayed before you accessed UNIX reappear. NoteTo design a custom report that uses data from the table, you must also enter the column names (database items) in the Dictionary: Database Item: Custom Items window. CautionCentreVu CMS does not automatically check the database for disk space used by data in custom tables. As a result, you can inadvertently fill up your disk with custom data. When this happens, you can lose or damage custom data and ACD data. Therefore, if you create custom data tables, be careful to regularly check the amount of disk space available. See the CentreVuä CMS R3V5 Administration ( 585-215-820) document for more information on disk storage. Return Esc CtrlB
Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table6-14 Modifying a Ta b l e 6 Use the following steps to add, change, or delete columns in an existing table. Adding a Column 6 Changing a Column 6 Deleting a Column 6 1.On the INFORMIX Main Menu, select Table.®The Select Database screen appears. 2.Press the key.®The TABLE menu appears. 3.Select Alter.®The ALTER TABLE screen appears. A list of existing tables also appears. 4.Enter the name of the table you want to change, and press . ®The ALTER TABLE menu appears. Return Return 1.Select Add to add a new column.®The ADD NAME screen appears. 2.Complete the fields for the new column. 3.Press the key when you have finished adding the column(s), and go to Step 3 of “Deleting a Column.”® The ALTER TABLE menu appears.Del 1.Select Modify to change a column.®The MODIFY NAME screen appears. 2.Use the arrow keys to select a field to change. 3.Press the key when you have finished changing the column(s), and go to Step 3 of “Deleting a Column” in this section.® The ALTER TABLE menu appears.Del 1.To delete a column, use the arrow keys to move the cursor to the column. Select Drop.®The REMOVE screen appears.
Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table6-15 2.Select YES to remove the column.® The column disappears, and the ALTER TABLE menu appears. 3.At the ALTER TABLE menu, select Exit when you are finished changing the table.®The Build-new-table menu appears. 4.Select Build-new-table to save your changes. Select Discard-new-table to ignore your changes. NoteIf you change columns in a table, then you may have to rebuild the form assigned to the table.
Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table6-16 Changing Data in a Table 6 Use the following steps to add, change, or delete data in an existing table. Adding Rows of Data to a Table 6 1.On the INFORMIX Main Menu, select Form.®The FORM menu appears. 2.Select Run.®The RUN FORM screen and a list of forms appear. 3.Enter the name of a form, and press . ®The PERFORM menu appears. Return 1.Select Add to add rows of data.®The tables column fields appear with the cursor in the first field. 2.Enter data in the fields. Use or to move between fields. 3.Press when you have added a row of data.® The PERFORM menu reappears. The message Row added also appears. Return Tab Esc
Advanced Report Design CentreVu CMS Custom Reports Creating a Custom Data Table6-17 Changing Rows of Data in a Ta b l e 6 Deleting Rows of Data From a Ta b l e 6 1.To change data in a row, display the data you want to change. To do this, select Query.®The tables column fields appear, with the cursor resting in the first field. 2.Enter data in a column you want to search on, and press .®The column fields fill with data for that row. 3.Select Update, and press the key.®The Update screen appears. 4.Use the arrow keys to move the cursor to the data you want to change. Overtype the data, and press .®The PERFORM menu reappears. The message This row has been changed also appears. Esc Return Esc 1.To delete a row of data, repeat Steps 1 and 2 of “Changing Rows of Data in a Table” in this section. Press .® The PERFORM menu reappears. 2.Select Remove.®The REMOVE ROW screen appears. 3.Select YES to delete the row.®The row of data disappears. The message Row deleted appears. Esc
Advanced Report Design CentreVu CMS Custom Reports Including Forecast Data in a Custom Report6-18 Including Forecast Data in a Custom Report6 For historical custom reports only, you can design reports that include current day forecast data. Only current day forecast data is available for custom reports because it is the only forecast data saved in the CentreVuCMS database. The steps for creating a custom report with forecast data are almost identical to the steps for creating any other custom report. As with any other type of data, you must specify the database item(s), the table(s), the row search conditions, and the report input fields. However, there are two differences: 1. You cannot copy a standard current day forecast report on the Screen Painter. The Current Day Forecast does not appear if you select List all in the Get Copy of Design window. 2. CentreVu CMS stores current day forecast data in two separate tables: f_cdayThis table primarily contains forecast administrative data entered in the Current Day Configuration window. f_cdayrepThis table contains the agent positions required and forecast calls carried data, as well as objectives entered in the Call Handling Profiles window. See the CentreVu CMS R3V8 Database Items and Calculations (585-210- 939) for a complete list of the database items these tables contain. See the CentreVuä CMS R3V5 Forecast (585-215-825) document for more information about Forecasting. If you were to design a very abbreviated version of the current day forecast report, the design might look something like that shown in Figure 6-1 . NoteForecasting is a separately purchased feature of CentreVu CMS. If you have not purchased Forecasting, you cannot run forecasts and, therefore, cannot include forecast data in a custom report.
Advanced Report Design CentreVu CMS Custom Reports Including Forecast Data in a Custom Report6-19 Figure 6-1: Sample Forecast Report Design In the report in Figure 6-1 , Row Search ID 0 is assigned to the Time, Forecast Calls Carried, and Number Agent Req’d fields. The conditions for Row Search ID 0 might be as follows: Figure 6-2: Row Search Conditions for Forecast Data — Sample 1 04/19/95 00:30 AM CentreVu(TM) CMS Windows: 2 of 5 ^ Custom Reports: Screen Painter: split status: Hist Add highlights Bar Copy block Define input Erase block Field Get copy of design Move block Row search Save design Test design Upper/left no-scroll Variable/time/date Split: $$$$$$$$$$$$$$$$$$$$ Forecast Method: 1x Date: $$$$$$$$ Forecast Number Calls Agents Time Carried Req’d 0vvvvv 0vvvvv 0vvvvvvv Field Window Select: f_cdayrep.NUMAGREQ______________ ________________________________ Field Window Select: f_cdayrep.FCALLS________________ ________________________________ Row search ID: 0 From table(s): f_cdayrep Select rows where: ROW_DATE = $i_date and SPLIT = $i_split and STARTTIME = $i_time and ACD = $acd Field/bar type (Select one): < > Discrete Repeated vertically, spacing 1___Row Search Window
Advanced Report Design CentreVu CMS Custom Reports Including Forecast Data in a Custom Report6-20 Notice that, as in historical interval reports for splits, the statement in Row Search ID 0 searches for rows based on values for STARTTIME, ROW_DATE, and SPLIT. In the report in Figure 6-1 , Row Search ID 1 is assigned to the Forecast Method field. Notice also that the database item for this field is FMETHOD. FMETHOD is stored in the f_cday table, but is not stored in the f_cdayrep table. This is an example of how current day forecast data is divided between the two tables. However, notice that Row Search ID 1 (Figure 6-3 ) has row search conditions that are almost identical those in Figure 6-2 : Figure 6-3: Row Search Conditions for Forecast Data — Sample 2 The only differences between Row Search ID 0 and Row Search ID 1 are the table selections and the field types. In this way, the data in the tables will match. NoteIn the standard Current Day Forecast, FMETHOD normally displays a character string, either Seasonal trending, Current trending, or No trending. However, the CentreVuCMS database actually stores a number to represent each method. So, if you include the FMETHOD database item in a report, CentreVu CMS displays a number, not a character string, in the report (see the CentreVu CMS R3V8 Database Items and Calculations document (585-210-939) for a description of these numbers). NoteYou can retrieve data from the Current Day Configuration Forecast (f_cday) table only if the appropriate call handling profile has been specified for the particular dates. For retrieval of data from the Current Day Forecast Report (f_cdayrep) table, the Forecast Manager must have run for the particular date for which the report is run. Row search ID: 1 From table(s): f_cday Select rows where: ROW_DATE = $i_date and SPLIT = $i_split and ACD = $acd Field/bar type (Select one): Discrete < > Repeated vertically, spacing 1___Row Search Window