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Lucent Technologies Centrevu Report Designer Version 8 User Guide
Lucent Technologies Centrevu Report Designer Version 8 User Guide
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Error Messages CentreVu Report Designer Version 8 User Guide Phase 2 Real-Time Report Error Codes16-13 12 Description: Memory allocation error. Solution: Check the error logs. 13 Description: Query cannot select more than one table. Solution: Check the error logs. Error Description/Solution
Error Messages CentreVu Report Designer Version 8 User Guide Phase 2 Real-Time Report Error Codes16-14
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide Introduction17-1 17 How CentreVu® CMS Stores and Retrieves Data Introduction17 The most important and difficult part of designing a report is defining the data that goes in the report. To define report data, you must first understand how CentreVu® Call Management System (CMS) stores and retrieves data. This chapter provides the following CentreVu CMS information: lStandard CentreVu CMS reports that cannot be customized lCentreVu CMS database items that are not in any standard reports, but can be used in reports lHow CentreVu CMS stores and retrieves data.
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide How CentreVu CMS Stores Data17-2 How CentreVu CMS Stores Data17 CentreVu CMS stores data in the CentreVu CMS database. The database is divided into 52 different tables. A table is an array of columns and rows that stores data for a type of ACD element (split/skill, agent, trunk, trunk group, VDN, vector, call work code, forecasting, agent trace, call records, or exceptions) and for a specific time frame (for the current intrahour interval, for past intrahour intervals, for past day - summarized by day, and so on). The following figure shows how a small piece of a table (the Current Interval Agent table, in this case) might look in the database. The example above shows data for the current intrahour interval for agents 1001 to 3009. Because data in this table is in real time, data changes second by second. The example represents a snapshot (or the most recent update) of the table. . . . . ...... ..... .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ...... represent WORKMODE for values numeric The example, For reports. in appear that states agent AUX. = 4 and ACW, = 3 ACD, = 2 AVAIL, = 1 * . . . . ..... .. . . . ...... .... .. . . . ..... .. . . . .. . . . . . . . . ..... .. . . . ..... .. . . . ...... ACD 5544 3789 8675 3009 4477ACDTIME 3002 3003 4003 21 19 15 9 11 20 7 18 18 13 14 10 19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400 777 988 851 901 688 299 340 589 980 256 704 188 322 367 109 745 569 616 452 402 549 789 203 603 245 64458 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 19 15 9 11 20 7 18 18 13 14 10 19 19 21. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACDCALLS SPLIT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3009 3008 3007 3006 3005 3004 3003 3002 3001 2010 2009 2008 2007 2006 2005 2004 2003 2002 2001 1010 1008 1007 1006 1005 1004 1003 1002 1001 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3201 7835 6666 3241 7762 5642 4440 5671 2221 2242 2287 3982 6543 2345 2022 4323 7655 3425 4563 8885. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5 2 2 2 2 2 2 5 2 1 1 1 1 1 1 5 1 11 1 2 2 2 4 3 3 1 4 2 2 4 1 3 2 2 2 4 1 1 1 2 2 2 2 1 2 WORKMODE* EXTENSION 3 6 3 3 3 5 3 3 3 LOGID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ...... ...... . . . ....... . . . ....... . . . ....... . . . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . . . . . 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide How CentreVu CMS Stores Data17-3 The following figure shows how a small piece of the Historical Intrahour Interval Split table looks. The example above shows data from July 1 to July 3, 1993, and simulates data for an ACD that has only three splits, 60-minute intrahour intervals, and activity each day from 8:00 a.m. to 12:00 p.m. only. The CentreVu CMS database uses names to refer to columns of data in a table. These names are called database items. In the preceding figures, database items are indicated with arrows pointing to their associated columns. The Current Interval Agent and Intrahour Interval Split tables actually contain many more columns (and hence many more database items) than are shown in the figures. For a complete listing of database items, see the CentreVu® CMS R3V8 Database Items and Calculations (585-210-939) document. 43 35401 070193 11000 851 STARTTIME ROWDATE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ...... .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . . . . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . . .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . . .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . . 0800 0800 0800 0900 0900 0900 1000 1000 1000 1100 1100 1100 1100 1100 1100 1000 1000 0900 0900 0900 0800 0800 0800 0800 0800 0800 0900 0900 0900 1000 1000 1000 1100 1100 1100 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 070293 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 ACD 070193 070193 070193 070193 070193 070193 070193 070193 070193 070193 070193 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 070393 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10222 25410 30990 12400 29562 39045 14230 27034 39003 12567 26308 37856 10281 21173 34819 12115 29881 40002 15628 24303 36178 11523 29602 37651 12530 26789 333899786 19768 15321 27635 53442 13111 20012 36898 ABANDONS 21 31 50 24 39 518 31 43 14 24 34 18 30 41 14 34 40 12 33 46 13 20 36 15 22 39 10 31 11 32 59 20 37 48 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACDCALLS SPLIT 99 320 403 198 299 420 206 301 444 141 247 417 100 246 418 105 323 394 225 300 400 138 299 399 297 491 480 142 39193 451 652 111 234 443 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . ABNTIME 1 2 3 1 2 3 1 2 3 1 2 3 3 2 1 3 2 3 2 1 3 2 1 1 2 3 1 2 3 1 2 3 1 2 3 587 904 1812899 1303 1733445 809 1001688 1299 1340589 980 1256704 1188 1322367 1109 1745 2569 7616 1452402 549 789 203 603 245 644 1058400 777 988 1 509
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide How CentreVu CMS Stores Data17-4 Each row in a table contains data that is related by the value(s) of one or more of the columns. For example, each row in the Current Interval Agent table contains data related by agent login ID. If you look at the row for login ID 1006 (displayed in bold), you see that the agent is logged into Split 1 on extension 5671 and is currently in AUX work mode. In addition, up to this point in the current interval, the agent has had: l20 ACD calls (ACDCALLS) l245 seconds of ACD talk time (ACDTIME) . A column that causes the values in a row to be related is called an index. An index stores data sequentially and adds structure for the storage of data in the other columns. For each value in an index column, the remaining values in the corresponding row are related to that value. Thus, the first figure, the LOGID database item is an index. In the second figure, each row in the Intrahour Interval Split table contains data related by date, interval, and split. If you look at the row for Split 1 for the 10 oclock interval on July 1, 1993 (displayed in bold), you see that Split 1 had: l509 ACD calls (ACDCALLS ) l43 abandoned calls (ABANDONS ) l35,401 cumulative seconds of ACD talk time for all ACD calls (ACDTIME ) l851 cumulative seconds of wait time for all calls that abandoned before being answered (ABNTIME ).
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide How CentreVu CMS Retrieves Data17-5 How CentreVu CMS Retrieves Data17 CentreVu CMS retrieves data from the database based on three types of information you supply when you design a report: lThe name of the table lThe database items in the table lThe rows of data in the table. To tell CentreVu CMS how to retrieve data, you must tell CentreVu CMS to access the appropriate database table. Then, for each report field, you assign the appropriate database items. When you run the report, CentreVu CMS will find, in the table, the columns of data associated with the database items.
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide How CentreVu CMS Retrieves Data17-6 Next, you identify the appropriate rows that supply data. If you want agents in Split 1, you must tell CentreVu CMS to find rows that have the value 1 for the SPLIT database item. When you run the report, CentreVuCMS finds the appropriate rows of data in the cagent table (see rows with arrows in the following figure). . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . . . .. . .. . . 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 ACD 5544 3789 8675 3009 4477ACDTIME 3002 3003 4003 21 19 15 9 11 20 7 18 18 13 14 10 19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400 777 988 851 901 688 299 340 589 980 256 704 188 322 367 109 745 569 616 452 402 549 789 203 603 245 64458 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 19 15 9 11 20 7 18 18 13 14 10 19 19 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACDCALLS SPLIT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3009 3008 3007 3006 3005 3004 3003 3002 3001 2010 2009 2008 2007 2006 2005 2004 2003 2002 2001 1010 1008 1007 1006 1005 1004 1003 1002 1001 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3201 7835 6666 3241 7762 5642 4440 5671 2221 2242 2287 3982 6543 2345 2022 4323 7655 3425 4563 8885 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5 2 2 2 2 2 2 5 2 1 1 1 1 1 1 5 1 11 1 2 2 2 4 3 3 1 4 2 2 4 1 3 2 2 2 4 1 1 1 2 2 2 2 1 2 WORKMODE EXTENSION 3 6 3 3 3 5 3 3 3 LOGID . . . . ..... .. . . . ...... .... .. . . . ..... .. . . . .. . . . . . . . . ..... .. . . . ..... .. . . . ..... .. . . . ...... ..... .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ...... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ....... . . . ...... ...... . . . ....... . . . ....... . . . ....... . . . .
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide How CentreVu CMS Retrieves Data17-7 The data that CentreVu CMS reports is the data found in the intersection of the selected database items and rows. Therefore, the report shows data as shown in the following figure: 203 789 549 402 452 616 569 745 109 367 322 188 704 256 980 589 340 299 688 901 851 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 19 15 9 11 20 7 18 18 13 14 10 19 ACDTIME 4477 3009 8675 3789 5544 ACD 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 . . . . . . . . .. . . . . . . . .. . . . . . . . .. . . . . . . . .. . . . . . . . . where Rows 1 = SPLIT . . . . ..... .. . . . ..... .. . . . ..... .. . . . ...... .... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ..... .. . . . ...... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...... . . . ....... . . . ....... . . . ....... . . . . ...... . . . ....... . . . ....... . . . ....... . . . ...... ..... ...... . . . ....... . . . ....... . . . ....... . . . .. . . . . . . . . ....... . . . ...... ...... . . . ....... . . . . LOGID 3 3 3 5 3 3 3 6 3EXTENSIONWORKMODE 2 1 2 2 2 2 1 1 1 4 2 2 2 3 1 4 2 2 4 1 3 3 1 1 1 1 5671 4440 1001 3201 1002 1003 1004 1005 1006 20 119 15 19 21 58 644 245 988 777 400 4003 3003 3002 1 1 1 1 1 1 4 2 2 2 1 1 1 1 1 1 5 2 5 2 2 2 2 2 2 5 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2221 2242 2287 3982 6543 2345 2022 4323 7655 3425 4563 8885 5642 7762 3241 6666 7835 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1007 1008 1010 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 3001 3002 3003 3004 3005 3006 3007 3008 3009 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SPLIT ACDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 19 19 10 14 13 18 187 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603 Split: 1 Current ACD ACD Average Agent ID: State Calls Time Talk Time 1001 AVAIL 21 988 47:00 1002 AVAIL 19 777 40:09 1003 ACD 15 400 26:07 1004 ACD 9 58 6:44 1005 ACD 11 644 58:54 1006 AUX 20 245 12:25 1008 ACW 18 603 33:50 1010 AVAIL 18 203 11:28
How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide How CentreVu CMS Retrieves Data17-8 Actually, when you design a report, you normally set up the row selection so that the users running the report can choose the rows in the reports input window. For example, to run the report in the above figure, you would set up the row selection so users would fill out a Report Input window that asked them for a Split number. As mentioned earlier, CentreVu CMS uses indexes to create a structure for storing data. Similarly, CentreVu CMS uses these indexes to search for data. Indexes allow CentreVu CMS to find data much faster than if data were stored more randomly. Therefore, when you design a report, the rows of data for the report should be defined on the basis of index values. The indexes for each standard table are fixed and cannot be changed, deleted or added to. However, if you define a custom table in the CentreVuCMS database through INFORMIX* SQL, you can define any indexes desired for that new table. See the “SQL Query Basics” chapter for instructions on creating new database tables. As another example of how CentreVu CMS retrieves report data, if you want a custom intrahour interval split report that lists, by intrahour interval, data for a split in a single day, then you must tell CentreVu CMS to access the hsplit (Historical Intrahour Interval Split) table. You must then assign the appropriate database items to the fields. When you run the report, CentreVu CMS finds the columns of data associated with the database items in the hsplit table (see the following figure). *INFORMIX is a registered trademark of Informix Software, Inc.