Lucent Technologies Centrevu Report Designer Version 8 User Guide

							  Introduction CentreVu Report Designer Version 8 User Guide
About the Report Designer1-1
1  Introduction
About the Report Designer1
The Report Designer feature can be purchased with the Lucent CentreVu®  
Supervisor software. The Report Designer allows you to create reports that 
are tailored to your call center needs. You then run the reports you have 
created from the Supervisor application.
The Report Designer allows you to create new reports, edit standard Call 
Management System (CMS) and Supervisor reports, and copy items from 
one report to another report. 
When you use the Report Designer to edit an existing report or to create a 
new one, you usually begin by creating or modifying a Structured Query 
Language (SQL) query. Using the database items contained in the table(s) 
referenced in the query, you can populate fields, grids, and charts for the 
report. The fields, grids, and charts can then be sized, moved, and changed 
on the report.
When you have finished creating or editing a report, you save the report on 
the CMS server. If you assigned Global user permissions to the report, other 
Supervisor users with the appropriate permissions can run the report.
When you create 
real-time, historical, and integrated reports, the Report 
Designer lets you do the following:
lCopy existing report designs, including standard report designs
lEdit reports by adding, moving, copying, and deleting fields, grids, or 
charts
lDefine Automatic Call Distribution (ACD) data for report fields, grids, 
and charts
lEnter text for field labels, column headers, row headers, or special 
instructions.
For 
historical reports only, the Report Designer allows you to do the 
following:
lMerge data in a report field to include data from different entities within 
an ACD (for example, defining a field that represents the percentage of 
calls an agent answered compared to all calls handled by that agents 
split or skill).
lMerge data in a report field to include data with different time frames (for 
example, defining a field that represents the percentage of calls 
answered in an intrahour interval compared to all calls answered in the 
day).
lInclude data from custom data tables that you create and populate 
within the 
CentreVu CMS database. 
						

							  Introduction CentreVu Report Designer Version 8 User Guide
About the Report Designer1-2
If you create custom database tables, as described in Chapter 18, 
“SQL Query and CMS Database Table Basics” make sure that you 
name the tables with the prefix “c_.” If you do not use the c_ 
convention, the custom tables will not automatically be backed up.
If you create custom data tables, then you need to make sure there 
is enough disk space available to store the data. CMS does not 
automatically check the available space. If you fill up your disk with 
custom data, you will lose or damage stored custom and ACD data. 
See the 
CentreVu® CMS R3V8 Administration (585-210-910) 
document for more information about disk storage.
Do not tamper with standard ACD data in the CMS database. If you 
do, then you will lose stored data.
For 
integrated reports only, the Report Designer allows you to do the 
following:
lDisplay real-time and historical data on the same report
lDisplay cumulative data that shows up-to-the-moment data since a 
specified interval start time in the past 24 hours. 
						

							  Introduction CentreVu Report Designer Version 8 User Guide
About the Report Wizard1-3
About the Report Wizard1
Report Wizard is a supplement to Report Designer. The Report Wizard 
feature delivers user assistance, by way of a wizard, to quickly and easily 
generate new customized reports. The wizard provides instructional help 
that guides you through a series of tasks that create a new customized 
report.
The Report Wizard feature is available only if you have purchased the 
Report Designer feature. Report Wizard can be accessed only when 
Report Designer is activated on the CMS server and when you have the 
appropriate permissions to access Report Designer.
All reports created using Report Wizard have the same designation and 
accessibility as those created in Report Designer. Thus, reports created 
by Report Wizard are referred to as Report Designer reports. This means 
that reports created by Report Wizard will be accessible only by 
CentreVu Supervisor users and cannot be listed, modified, or run through 
the ASCII terminal interface. 
						

							  Introduction CentreVu Report Designer Version 8 User Guide
Contents of This Document1-4
Contents of This Document1
This book describes what you need to know to create new reports and to 
edit existing reports through the Report Designer and Report Wizard
. The 
book is organized as follows:
lChapter 1, Introduction — gives you background information on 
the Report Designer application and general information about this 
book.
lChapter 2, Using the Report Wizard — gives you background 
information on the Report Wizard (features and functionality) and 
steps you through the creation of a new report.
lChapter 3, Using the Report Manager — teaches you the basic 
procedures you need to know in order to use the Report Manager 
feature of Supervisor. The procedures included in this chapter are 
Viewing a Report’s Properties, Copying a Report to the Designer 
Category, Copying a Designer Report to a File, Copying a Designer 
Report from a File, Deleting a Report from the Designer Category, 
and Opening the Report Designer Using the Edit or New Button.
lChapter 4, Report Designer Basics — teaches you the basic 
information that you need to know in order to use the Report 
Designer. The procedures included in this chapter are Starting the 
Report Designer, Exiting the Report Designer, Report Designer 
Menus, Steps Required to Create a New Report, and Steps 
Required to Edit an Existing Report.
lChapter 5, Design Mode Basics — teaches you basic procedures 
that you will use in the Report Designer design mode. The 
procedures included in this chapter are Copying an Item and 
Pasting the Item Into the Same Report, Copying an Item from One 
Report and Pasting the Item Into Another Report, Cutting an Item 
from a Report, Deleting an Item from the Report, Using Drag-and-
Drop to Arrange Items on the Report, Resizing an Item on the 
Report, and Selecting Multiple Items on the Report.
lChapter 6, Edit | Inputs — shows you how to edit the existing input 
fields that are used on the input window for the report you are 
editing. The procedures included in this chapter are Adding Input 
Fields to the Input Window, Deleting Input Fields from Input Window, 
Editing the Order of Input Fields, Editing the Appearance of Input 
Fields, and Viewing the Input Window. 
						

							  Introduction CentreVu Report Designer Version 8 User Guide
Contents of This Document1-5
lChapter 7, Edit | Queries — shows you how to edit the existing 
queries and create new queries for the report you are editing. The 
sections included in this chapter are Defining Queries for a Report, 
Creating a New Real-Time or Historical Query, Creating a New 
Integrated Query, Editing an Existing Query, Copying a Query, and 
Deleting a Query.
lChapter 8, Insert | Chart — teaches you to insert a chart on a 
report.
lChapter 9, Insert | Field — teaches you to insert a field on a report.
lChapter 10, Insert | Table — teaches you to insert a table on a 
report.
lChapter 11, Insert | Text — teaches you to insert text on a report.
lChapter 12, Format | Chart — gives you general information about 
the tabs that you access from the Chart option of the Format menu.
lChapter 13, Format | Table — gives you general information about 
the tabs that you access from the Table option of the Format menu.
lChapter 14, Format | Field — gives you general information about 
the window that you access from the Format option of the Format 
menu.
lChapter 15, Format | Text — gives you general information about 
the window that you access from the Text option of the Format 
menu.
lChapter 16, Error Messages — lists the most common errors that 
you will encounter as a result of errors in queries that you create for 
reports.
lChapter 17, How CentreVu CMS Stores and Retrieves Data — 
gives you general information about how the CMS server stores and 
retrieves the data that is used in the reports.
lChapter 18, SQL Query and CMS Database Table Basics — 
gives you general information about how INFORMIX* SQL queries 
work and how the INFORMIX tables that are used in CMS are 
structured. If you are not familiar with SQL queries, you need to read 
this chapter before you attempt to create a query for your report.
lAppendix A, Using the Report Designer - Examples — provides 
step-by-step examples on how to create and edit a commonly used 
report with Report Designer.
*INFORMIX is a registered trademark of Informix Software, Inc. 
						

							  Introduction CentreVu Report Designer Version 8 User Guide
Conventions Used in This Document1-6
Conventions Used in This Document1
The following conventions are used in this book:
lThe instructions given in this book are based on the assumption that 
you are familiar with your computer and the 
Windows* operating 
system, including standard 
Window conventions, such as using the 
F1 key to activate Help.
lTo use this book successfully, you must be familiar with the 
Supervisor application and have some knowledge of how CMS 
reports work.
For instructions on using the Supervisor application, refer to the 
CentreVu® CMS R3V8 Administration (585-210-910) document. For 
information on CMS reports, refer to the 
CentreVu® Supervisor Version 8 
Reports 
document (585-210-929).
lWindows refers to the following operating systems:
—
Windows 95†
—Windows NT‡ 4.0.
lUnless the right button is specified, use the left mouse button 
whenever you are instructed to click or select an item.
lMenu names, menu items, and window names are shown in initial 
capital letters. For example: Choose Save from the File menu.
lItalics are used to reference other documents, to reference file 
names, and for trademarks.
lSections and chapters that are referred to in text are shown in 
quotes. For example: See Chapter 1, “Introduction,” for an outline of 
the information in this book.
lA graphic of each Supervisor window is not included in this book. 
Graphics are provided to give you general information about a type 
of window, or to help clarify a procedure that is being described. The 
examples in this book are taken from Supervisor running in 
Windows 95.
*Windows is a registered trademark of Microsoft Corp.
†Windows 95 is a registered trademark of Microsoft Corp.
‡Windows NT is a registered trademark of Microsoft Corp. 
						

							  Introduction CentreVu Report Designer Version 8 User Guide
Related Documents1-7
Related Documents1
The following documents include additional information about the CMS or 
Supervisor:
lCentreVu® Supervisor Version 8 Installation and Getting Started 
(585-210-928)
lCentreVu® CMS Release 3 Version 8 Administration (585-210-910)
lCentreVu® Supervisor Version 8 Reports (585-210-929)
lCentreVu® CMS Release 3 Version 8 Database Items and 
Calculations (585-210-939). 
						

							  Introduction CentreVu Report Designer Version 8 User Guide
Related Documents1-8 
						

							  Using the Report Wizard CentreVu Report Designer Version 8 User Guide
About the Report Wizard2-1
2  Using the Report Wizard 
About the Report Wizard2
Report Wizard is a supplement to Report Designer and is available only if 
you have purchased Report Designer. The Report Wizard feature delivers 
user assistance, by way of a wizard, to quickly and easily generate new 
customized reports. The wizard provides instructional help that guides you 
through a series of tasks that create a new customized report. 
The following features are available in the Report Wizard:
lCreating a new report
lPreviewing the new report
lSaving the new report
lRunning the new report.
All reports created using Report Wizard have the same designation and 
accessibility as those created in Report Designer. Thus, reports created by 
Report Wizard are referred to as Report Designer reports. This means that 
reports created by Report Wizard will be accessible only by 
CentreVu®  
Supervisor users.
How the 
Report Wizard 
Works
2
The Report Wizard is based on the completion of report creation tasks. (For 
a list of the tasks involved in creating a new report, see the “Creating a New 
Report” section in this chapter.) The report layout you choose will determine 
the number of tasks you will have to complete to create your report. Report 
Wizard presents these tasks by way of pages (screens). The title bar of each 
page contains the following information:
lStep (task) number you are currently working on
lNumber of total steps (tasks) required to complete the report
lAction you are performing on that page. For example: 
						

							  Using the Report Wizard CentreVu Report Designer Version 8 User Guide
About the Report Wizard2-2
Each page of the Report Wizard contains command buttons to navigate 
through the wizard and command buttons that help you define your 
report. The following table for an explanation of these command buttons.
Command Action
 Moves to the next page in the sequence, maintaining 
whatever settings you provided on the previous pages. 
(This command is replaced with the Finished button on 
the final page of the wizard.)
Finished Applies your settings or the default settings from all 
pages and completes the task.
Cancel Discards any selections you have made (only if you 
have not saved the report), terminates the process, and 
closes the Report Wizard.
If you saved the report before selecting the Cancel 
button, Report Wizard closes; however, you will be able 
to run or edit the report in Report Designer.
Help Provides information about the page.
Data Item 
DefinitionProvides a definition for the selected database item or 
calculation.
Moves a database item or calculation up in the list of 
Selected Data Items.
Moves a database item or calculation down in the list of 
Selected Data Items.
Removes a database item or calculation from the 
Selected Data Items list.
Adds a database item or calculation to the Selected 
Data Items list.