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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing AUX reason code names3-25 The AUX Reason Codes – List All window opens. ........................................................................................................................................................................... 7When you are done viewing AUX reason code names, close the window. END OF STEPS........................................................................................................................................................................... Reference AUX reason code names display on real-time reports that include the agent state. AUX reason code names also display on report showing numbers of agents in each AUX reason code. If you make changes to AUX reason code names, you must rerun the report to see the changes. See “Task: running, printing, exiting, and restarting a report” for more information. Interval, daily, weekly, and monthly historical reports are available for AUX reason codes. The AUX reason code names are used in standard reports. If you make any changes to AUX reason code names, you must rerun the report to see the changes. See “Task: running, printing, exiting, and restarting a report” for more information. You can script the AUX Reason Codes window and schedule the script. See “Task: automating your activities with scripting” for more information. Agent exception historical reports use the names administered for the AUX reason codes when agent time in AUX exceptions has been recorded. The real-time exceptions log displays AUX reason code names when it logs agent time in AUX exceptions. See “Task: administering exceptions” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or creating calculations3-26 ............................................................................................................................................................................................................................................................Viewing, adding, or creating calculations OverviewCalculation names are abbreviated names for calculations that are used to create reports. You can view or change standard calculations or create your own custom calculations to use in custom reports. The calculations for standard reports are already in the Dictionary. PrerequisitesNote that: • Reports will not run if you embed calculations within calculations to more than three levels deep. • You cannot delete standard calculations. • Identify your own calculations in all lowercase letters to distinguish them from the standard CentreVu CMS calculations, which are in all uppercase letters. • You may adversely affect standard reports if you change a standard CentreVu CMS calculation. Reports will probably run, but the results may be different from those expected. • Reports will not run if you create calculations that reference each other in a circular fashion. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Calculations.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or creating calculations3-27 The Calculations input window opens. ........................................................................................................................................................................... 3In the Calculation name field, type the name of the calculation that you want to view, add to the database, change, or delete. If you are creating your own calculation, use lowercase letters in the name to distinguish it from standard calculations. ........................................................................................................................................................................... 4In the Calculation field, type the formula for the calculation. For example, the formula for the agent calculation “Average ACD Talk Time” is ACDTIME/ACDCALLS. Calculations can include: • Spaces • Database items (for example, ACDCALLS for ACD calls) • Constants • Calculation (the maximum nesting level is 3) • Calculation names (you can have as many as needed) • The following arithmetic operators: + (add); – (subtract); * (multiply); / (divide); ( ) (precedents, as in standard mathematical operations) ........................................................................................................................................................................... 5If you want a description of the item, type it in the Description field.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or creating calculations3-28 ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference You can script the Calculations window and schedule the script. See “Task: automating your activities with scripting” for more information. The standard CentreVu CMS calculations are listed in CentreVu CMS Report Designer Version 8 User Guide585-215-859 , CentreVu CMS Reports 585-215-851, and CentreVu CMS R3V5 Custom Reports585-215-822.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing call work codes3-29 ............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing call work codes OverviewYou can view, add, delete, or change call work codes and names, and include them in standard historical reports. PrerequisitesNote that: • You must administer call work codes before you can assign names to them. See “Viewing, adding, or deleting call work codes” in “Task: administering your call center” for more information • Call work code names can be no longer than nine digits. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary Selector window opens. ........................................................................................................................................................................... 2Select Operations | Call Work Codes. The Call Work Codes input window opens. ........................................................................................................................................................................... 3In the Call work code name field, type the call work code name to add, delete, change, or view. ........................................................................................................................................................................... 4In the Call work code field, type a number between zero and 999,999,999 that corresponds to the name you typed in the Call work code name field.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing call work codes3-30 ........................................................................................................................................................................... 5On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference Call work code 0 is reserved for unknown/unadministered work codes so that summary data can be collected. The default name for call work code 0 is Unadministered codes. You can change this name. Daily, weekly, and monthly historical reports are available for call work codes. The names you add in the Call Work Codes window are displayed in the call work codes reports. See “Task: running, printing, exiting, and restarting a report” for more information. You can script the Call Work Codes window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Adding constants to the database3-31 ............................................................................................................................................................................................................................................................Adding constants to the database OverviewConstants are elements with fixed numerical values that you can add to the database and use in custom reports. Constants are not in CentreVu CMS when it is first installed. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Constants. The Constants input window opens. ........................................................................................................................................................................... 3In the Constant name field, type the name of the constant that you want to view, add, delete, or change. ........................................................................................................................................................................... 4In the Value field, type the numerical value of the constant. The range is –99999 to +99999. ........................................................................................................................................................................... 5In the Description field, type a description of the constant.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Adding constants to the database3-32 ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference Use constants only in designer or custom reports. You can script the Constants window and schedule the script. See “Task: automating your activities with scripting” for more information. See the CentreVu Report Designer Version 8 User Guide 585- 210-930 and CentreVu CMS Custom Reports 585-215-822, Issue 2 for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Defining your own database items3-33 ............................................................................................................................................................................................................................................................Defining your own database items OverviewYou can define your own database items, which are stored in their own tables in the CentreVu CMS database. This allows you to combine your own data with CentreVu CMS data on custom reports. You can also change or delete your own database items. PrerequisitesYou must first create the table in the database before you create a custom database item. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Custom Items. The Custom Items input window opens. ........................................................................................................................................................................... 3In the Database item field, type the name of the database item that you want to add, change, delete, or view. ........................................................................................................................................................................... 4In the Description field, type a description of the database item. You can add, change, or delete this description.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Defining your own database items3-34 ........................................................................................................................................................................... 5In the Table field, type the name of the table that holds this database item. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference If you try to run a designer or custom report that uses a database item you have not added to the Dictionary, you will get an error message. You can script the Custom Items window and schedule the script. See “Task: automating your activities with scripting” for more information. See CentreVu Report Designer Version 8 User Guide 585-210- 930 and CentreVu CMS Custom Reports 585-215-822, Issue 2 for more information on using and creating your own custom database items.