Lucent Technologies CentreVu Call Management System Custom Reports Manual

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-3
You cannot List all or Find one in the Define Input window by 
searching on multiple fields. For a Find one search, 
CentreVu CMS uses 
only the entry in the Variable name field. 
CentreVu CMS ignores the 
other fields. For a List all search, 
CentreVu CMS ignores all fields.
Figure 4-3
 shows an example of how the report input fields are linked to a 
reports search conditions.
Figure 4-3:  How a Variable Links the Report Input and Row Search
In the example, the user enters a split number of 1, a date of 07/01/93, and 
intrahour intervals from 8:00 a.m. to 11:00 a.m. 
CentreVu CMS identifies 1 as 
the value for variable name i_split, 07/01/93 as the value for variable 
name i_date, and 8:00 a.m. to 11:00 a.m. as the values for variable name 
i_time. 
CentreVu CMS then searches the specified database items 
(SPLIT, ROW_DATE, and STARTTIME) in the Intrahour Agent (hagent) 
table for rows that have those values. Finally, 
CentreVu CMS extracts data 
from those rows and displays the data in the reports fields.
 
Variable name: i_split
Prompt: SplitVariable name: i_date
Prompt: DateVariable name: i_time
Prompt: Interval(s)
Define Input
WindowsReport Input
Windows
Row Search
Window
Row search ID: 1
From table(s): hagent___________________________
Select rows where: SPLIT = $i_split and ROW_DATE = $i_date
and STARTTIME = $i_time and ACD = $acd
1
07/01/93
8:00am-11:00am 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-4
Step 3: Enter a 
Field Prompt
4
In the Prompt field, enter a name of up to 50 characters to appear next to 
the input field on the Report Input window. Because you can use blanks, your 
prompt can be more than one word.
This name should describe the information (what split/skill, what date, what 
time, etc.) a user must enter in the field when ordering the report. For 
example, if you want the user to enter a date, “Date” would be an appropriate 
prompt. However, if the user can enter more than one date in the field, 
“Date(s)” would be more appropriate.
Step 4: Define 
the Number of 
Field Columns 
and Rows
4
The size of the input field is determined by the product of the numbers 
entered in the Field columns and the Field rows fields on the Report 
Input window. The maximum 
product of the two numbers you enter here 
cannot exceed 50. If the user will order the report with names (for example, 
split names) instead of numbers, make sure the field is large enough for the 
user to enter the complete name (up to 20 characters). If the user can enter a 
range of values, make sure the field is large enough for any range the user 
might possibly enter.
Step 5: Define 
the Field as 
Single Value or 
Range/List
4
Enter y in the Range/List field to allow the user to enter a range or list of 
values in the input field. If you enter n, the user will be able to enter only one 
value in the input field when ordering the report. For example, if you define a 
“Date” input field so that the report will show data for only one day, type n. If 
you define a “Times” or “Intervals” input field so the report can show data for 
multiple intrahour intervals in a day, type y.
NoteIf you specify a range/list for a variable name in the Define Input 
window, then in the Row Search window you must use the equals (=) 
sign in the “where” clause for that variable name. See the “Defining 
the Rows of Data for a Report” section in this chapter. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-5
Step 6: 
Provide a 
Default Value 
for the Field
4
Enter a value in the Default field of up to 50 characters. This value 
appears in the input field when the user first accesses the Report Input 
window. The user can then choose to overtype this value with another value 
or order the report with this value.
You can also leave the Default field blank. In this case, the input field will 
be blank when the user accesses the Report Input window.
Step 7: Select 
a Field Type
4
Enter an x to select an item in the Type list. The field type tells CentreVu 
CMS what kind of values it should expect the user to enter. 
Field types are listed in Table 4-1
.
If 
CentreVu CMS knows what to expect, CentreVu CMS can do the following:
lCheck that the users entries are valid system values and are values 
CentreVu CMS can use to search the database tables.
lCheck that the user has permissions to run a report for the entries.
lAllow the user to enter names defined in the Dictionary subsystem.
For example, if you define an input field for the user to select a split/skill for 
the report by assigning the “Split/Skill” field type to the input field, the 
following would be possible:
lIf the user enters a number, CentreVu CMS can check, before 
searching the database, to see that the number is within system limits 
(for example, 1 to 60 for System 85/G2).
lThe user can enter the name of the split/skill as defined in the Dictionary 
subsystem. 
CentreVu CMS can check the Dictionary: 
Split/Skill list to find the split/skill number associated with the 
name.
lCentreVu CMS can check to see that the user has read permission for 
the split/skill.
Similarly, if your variables input field requires a date, then by specifying a 
“Date” field type 
CentreVu CMS can check that the user does not enter a 
date like 070193 — which is not in a format that 
CentreVu CMS can use. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-6
Table 4-1:  Report Input Field Types
Type Description
ACDThe user must enter an ACD number or name (as defined in the Dictionary 
subsystem).
Agent groupThe user must enter an agent group name (as defined in the Dictionary subsystem).
Agent stateThe user must enter an agent state name (standard or new name as defined in the 
Dictionary subsystem). Standard names are ACD, AUX, ACW, and so on.
Agent preferenceThe user must enter an agent call handling preference number or name.
AUX reasonThe user must enter an AUX reason code name or number (as defined in the 
Dictionary subsystem).
Call Work CodeThe user must enter a call work code name or number.
DateThe user must enter a date in mm/dd/yy format or as a relative number (for example, 
-7 for 7 days ago).
ExtensionThe user must enter an extension number of one to five digits (as administered for 
System 75/Generic 1/Generic 3) or three to five digits (as administered for System 
85/Generic 2).
Login IDThe user must enter a login ID of one to nine digits (as administered for System 
75/Generic 1/Generic 3) or four digits (as administered for System 85/Generic 2).
Logout reasonThe user must enter a Logout reason code number or name (as defined in the 
Dictionary subsystem).
NumberThe user enters a number, which may include digits to the right of the decimal point. 
This type applies if your variable field asks for specific values about ACD 
performance (for example, number of ACD calls or percent within service level).
Split/SkillThe user must enter a split/skill number or name.
StringThe user enters a character string. Select this type only if one of the following is true:
1. Your variable field is linked to a custom database item that you identify in 
INFORMIX* as a CHAR column.
2. Your variable field is linked to a standard database item that is a CHAR column, 
AND you want to allow the user to do pattern searching when running the report. 
See the following section, “Input Fields That Allow Pattern Matching
”.
Time
(duration)The user enters a number, including decimals, of seconds. This type only applies if 
your variable field asks for specific values regarding ACD performance (for example, 
time in AUX work, average speed of answer, or average talk time).
Time 
(point in time)The user enters a specific time of day in hh:mm format, either as 24-hour time or 
with am or pm appended.
Trunk groupThe user must enter the number or name of a trunk group. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-7
_________________________
* INFORMIX is a registered trademark of Informix Software, Inc.
Input Fields 
That Allow 
Pattern 
Matching
4
CentreVu CMS can search for values in certain database items according to 
wildcard search patterns. As a result, you can create a custom report that 
allows report inputs based on character strings, plus either * (matches 0 or 
more occurrences of any character) or ? (matches on any single character). 
CentreVu CMS then includes data for all items that match the character 
strings the user entered.
The standard database items that allow this type of searching are:
lVDN (the value is a VDN number)
lEXTENSION (the value is an extension number)
lLOGID (the value is an agent login ID)
lEQLOC (the value is a 9-digit trunk location number)
lCWC (the value is a call work code)
lROW_DATE (the value is a date)
Trunk stateThe user must enter a trunk state name (standard name or new name as defined in 
the Dictionary subsystem). Standard names are IDLE, SEIZED, QUEUED, and 
so on.
VDNThe user must enter a Vector Directory Number of one to five digits (as administered 
for System 75/Generic 1/Generic 3) or three to five digits (as administered for 
System 85/Generic 2).
Ve c to rThe user must enter a vector number or name.
NoteIf you select a String or Number field type, CentreVu CMS does not 
accept any names (for VDNs, Splits/Skills, Login IDs, and so on) defined in 
the Dictionary subsystem. Also, 
CentreVu CMS does not check 
permissions or system limits.
The Number type allows the user to enter any number. The String 
type allows the user to enter any number, letter of the alphabet, or 
keyboard symbol in any format.
NoteThe field type does not determine what database item(s) the variable 
represents. The database item(s) linked to the variable is specified in the 
Row Search window. Table 4-1:  Report Input Field Types — 
Continued
Type Description 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-8
In addition, any custom database items that you define as CHAR columns in 
INFORMIX also allow this type of searching.
As an example of matching with *, if an input field were a String type and 
were associated with the LOGID database item, the user could enter 1*, 
and 
CentreVu CMS would include data for all agents with login IDs that start 
with 1 (1, 10, 1238, 190, and so on, depending on the switchs administered 
login length). As an example of matching with ?, if an input field were a 
String type and were associated with the VDN database item, the user 
could enter 21?0, and 
CentreVu CMS would include data for all VDNs that 
start with 21, end with 0, and have any single character appearing between 
the 21 and the 0 (2100, 2110, 2120, 2130, and so on).
Step 8: 
Associate an 
ACD with the 
Variable Field
4
Enter an x in the Associated ACD list to associate the variable field with 
either the current ACD or a user-selected ACD. You must select an 
associated ACD if the input field you are defining is a type listed under the 
heading (associated ACD required). These field types require an 
associated ACD because they are administered for each ACD.   For other 
field types not administered per ACD, 
CentreVu CMS ignores any selection 
of an associated ACD.
Select Current ACD if either of the following conditions is true:
lYou have only one ACD.
lYou always want the report to show data for the users current ACD.
Select Variable name if you want to let the user select the ACD. If you 
select Variable name, you must also enter a name of up to eight 
characters in the field next to the Variable name list item.
CautionIf you select String for an input field, CentreVu CMS does not 
check a users inputs in that field for appropriate read permissions 
or valid switch parameters. If you want 
CentreVuCMS to check 
permissions for a VDN input field, you must select the VDN field 
type. If you want 
CentreVu CMS to check switch parameters for a 
VDN, login ID, extension, or call work code input field, you must 
select that field type, not String. In addition, if you select 
String for a field, the user will not be able to enter Dictionary 
names. So, again, if you want to let the user enter VDN, login ID, or 
call work code names to run a report, you must select that specific 
field type, not String. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-9
Using a variable name for the associated ACD is most useful when you are 
creating a multi-ACD report. 
Before you can select Variable name for an input fields associated 
ACD, you must define a separate report input field for the ACD 
number/name. This field must have: 
lAn assigned field type of ACD
lThe same variable name you are assigning to the associated ACD.
Step 9: Save a 
Variable Input 
Field
4
Select the Add action list option to save the definition of the variable input 
field.
To define more input fields, press   to clear the Define Input window, 
and repeat steps 2 through 9.
NoteSelect Variable name only if the user(s) who will run the report 
has read permission for more than one ACD. (You can create such a 
report without knowing if the user has read permission for more than 
one ACD. If you do and the user does not have read permission, the 
user will not be able to view the report.)
NoteAdd saves newly defined input fields. If you have previously saved an 
input field definition and you are changing it, then you must use 
Modify instead.
NoteIf you are defining a real-time report, you cannot and do not need to 
define an “Refresh Rate in Seconds” input field. 
CentreVuCMS puts 
this field in the Report Input window automatically.
If you are defining a historical report, you cannot and do not need to 
define fields for “Report Destination.” 
CentreVu CMS puts this field in 
the Report Input window automatically.
CtrlZ 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Fields for the Report Input Window4-10
Defining the 
Order in Which 
Input Fields 
Appear
4
On the Report Input window, CentreVu CMS displays your input fields in the 
same order you defined them in. However, you have the option of changing 
this order. To change the order in which the input fields appear, do the 
following steps.
Figure 4-4:  The Define Input: Order Window 1.After you have defined (and 
saved) all of your input fields, 
select the Order action list 
option.®
The Define Input: Order 
window appears. The window 
displays the prompts for each 
input field you have defined.
2.Enter 1 next to the prompt you want to appear first on the Report 
Input window. Enter 2 for the second prompt, 3 for the third, and so 
on.
3.Select the Modify action list 
option to save the display order.®
The Define Input: Order 
window disappears, and the 
cursor returns to its previous 
position on the Define Input 
window. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-11
Changing 
Report Input 
Fields
4
Defining Report Fields4
A report consists of fields of data. Defining those fields is the central task of 
creating a custom report.
To define a field, you must specify the following items:
lThe specific data that goes in the field.
lThe position of the field
lThe length of the field
lThe format of the fields data
You do all of these tasks in a predefined sequence described in the following 
pages.1.On the Screen Painter, select the 
Define input action list option.®
The Define Input window 
appears.
2.Enter the desired name in the 
Variable name field, and select 
Find one.®The defined characteristics of 
the variable name appear.
Before entering any variable names, you may first want to do a List 
all to see what report input fields you have already defined. If you 
copied an existing report design, report input fields defined for that 
report are also copied and available in the Define Input window.
NoteYou cannot do a List all or a Find one search on 
multiple fields in the Define Input window. For a Find one 
search, you can only have an entry in the Variable name 
field. The other fields are ignored. For a List all search, all 
fields are ignored.
3.Change data in any field(s) 
except Variable name, and 
select the Modify action list 
option.®Successful 
appears in the 
windows status line to indicate 
that the input field definition 
has been changed.
NoteIf you wish to change a variable name, you must delete the variable 
and then add a new one. 
						

							  Defining the Data for a Custom Report CentreVu CMS Custom Reports
Defining Report Fields4-12
What the xs, 
vs, and hs 
Mean in a 
Field
4
If you copy the design of an existing report, the field(s) on the Screen Painter 
appears filled with xs, vs, or hs.
lxs indicate that the field is discrete. That is, the field appears as a 
single field in the report because, based on the row search conditions 
assigned to the field, 
CentreVu CMS finds only one value.
lvs indicate that the field is repeated vertically in the report. That is, the 
field appears as a column of fields because, based on the row search 
conditions assigned to the field, 
CentreVu CMS finds multiple values.
lhs indicate that the field is repeated horizontally in the report. That is, 
the field appears as a row of fields because, based on the row search 
conditions assigned to the field, 
CentreVu CMS finds multiple values.
See the “Assign a Row Search ID to Report Field(s) and Bar(s)
” section in 
this chapter for illustrations of discrete and repeated fields.