Lucent Technologies Centrevu Report Designer Version 8 User Guide

							  How CentreVu® CMS Stores and Retrieves Data CentreVu Report Designer Version 8 User Guide
How CentreVu CMS Retrieves Data17-9
Next, you must identify the appropriate rows that supply data. You might 
want data for the following:
lSplit 1, which means you must identify rows that have the value 1 for 
the SPLIT 
database item.
lThe date 07/02/93, which means you must identify rows with the 
value 070293 for the ROWDATE 
database item.
lThe intrahour intervals 8:00 a.m. to 11:00 a.m., which means you 
must identify rows with the values 0800 through 1100 for the one 
database item.
43 35401 070193 11000 851
STARTTIME ROWDATE
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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
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ACDTIME
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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
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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
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. . .. . .. . .
. . .. . .. . .
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. . .. . .. . .
. . .. . .. . . 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 Retrieves Data17-10
CentreVu CMS then finds the appropriate rows of data (see the boxed 
rows in the following figure).
The data that 
CentreVu CMS reports is the data found in the intersection 
of the selected database items and columns. Thus, the report shows data 
as follows:
Defining data is the central task of creating and designing a report. 
However, you must do many other tasks to create a report.
where Rows
1, = SPLIT
07/02/93, = ROWDATE
from STARTTIME and
11:00am. to 08:00
1256
980
589
1340
1299
688
1001
809
445
1733
1303
899
1812
904
587 1
2
3
1
2
3
1
2
3
1
2
3 1
2
3
1
2
3
2
3
1
2
3
3 2 1 3
2 1 3 2 1
3 2 1ABNTIME
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443
234
111
652
451
93
391
142
480
491
297
399
299
138
400
300
225
394
323
105
418
246
100
417
247
141
444
301
206
420
299
198
403
320
99
SPLIT
ACDCALLS
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.48
37
20
59
32
11
31
10
39
22
15
36
20
13
46
33
12
40
34
14
41
30
18
34
24
14
43
31
8
51
39
24
50
31
21 ABANDONS36898
20012
13111
53442
27635
15321
19768
9786
33389
26789
12530
37651
29602
11523
36178
24303
15628
40002
29881
12115
34819
21173
10281
37856
26308
12567
39003
27034
14230
39045
29562
12400
30990
25410
10222.
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ACDTIME
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070393
070393
070393
070393
070393
070393
070393
070393
070393
070393
070393
070393 070193
070193
070193
070193
070193
070193
070193
070193
070193
070193
070193ACD
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 070293 070293 070293 070293
070293 070293 070293 070293 070293
070293 070293 070293
0800
0800
0800
0900
0900
0900
1000
1000
1000
1100
1100
1100 0800
0800
0800
0900
0900
0900
1000
1000
1100
1100
1100
1100 1100 1100 1000
1000 1000 0900 0900 0900
0800 0800 0800
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ROWDATE
INTERVAL
851 1000 1 070193 3540143509 1988
777
400
1058
644
245
603
203
789
549
402
1452
7616
2569
1745
1109
367
1322
1188
704
Split: 1
ACD
Interval Calls Abandons
08:00am 399 36Date: 07/02/93
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							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
Introduction18-1
18  SQL Query and CMS Database Table 
Basics
Introduction18
The Call Management System (CMS) is a relational database that is made of 
a series of database tables. The tables are made up of rows of database 
items and columns of data. CMS reports retrieve data from the database 
tables and format the data into readable tables, charts, and fields.
Reports use Structured Query Language (SQL) queries to retrieve specific 
data from the database tables. You can create and edit queries using the 
Edit | Queries feature of the Report Designer. This chapter gives you 
information about SQL queries, concentrating on the use of WHERE clauses. 
For extensive information on SQL, please refer to your 
INFORMIX* 
documentation. 
The sections in this chapter are as follows:
lSQL Query Basics
lCMS Database Table Basics
lCreating a Custom Data Table
lModifying a Table
*INFORMIX is a registered trademark of Informix Software, Inc. 
						

							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
About SQL Queries18-2
About SQL Queries18
Reports use SQL queries to retrieve specific data from the database 
tables. You can create and edit queries using the Edit | Queries feature of 
the Report Designer. This section gives you information about SQL 
queries, concentrating on the use of WHERE clauses. For extensive 
information on SQL, please refer to your 
INFORMIX documentation.
SQL queries use WHERE clauses to define the rows and columns of 
data to retrieve from the database tables. The following paragraphs give 
you information on how to create and use WHERE clauses in your 
queries.
Basic WHERE 
Clause
18
A basic clause has the following format:
Expression Relational_Operator Value
The Expression 
can be a database item or calculation. The Value 
is a whole number. Relational operators available for a WHERE clause 
are as follows:
As an example of a basic WHERE clause, if you are creating a real-time 
report using data from the Current Interval Split table and you have three 
report fields for the report:
Split:
 (the SPLIT 
database item)
ACD Calls: 
(the ACDCALLS 
database item)
Average Talk Time: 
(the calculation ACDTIME/ACDCALLS
)
Then the WHERE clause might be:
Select rows where SPLIT = 5= equal to
< > or != not equal to
> greater than
>= greater than or equal to
< less than

						

							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
About SQL Queries18-3
When you run the report, CentreVu®  CMS finds the row in the table (see 
the following figure) for Split 5 and fills in the report fields with data from 
that row (in bold in the figure).
Thus, the report fields show the following data:
Split: 5
ACD Calls: 451
Average Talk Time: 61 (the result of 27635/451
)
This example of row search criteria would also include the selection of an 
ACD. See “WHERE Clause for Selecting Rows from an ACD
” later in this 
section.
WHERE Clause 
with Variable
18
The previous examples create hard coded row search conditions. That 
is, when you run the report, 
CentreVu CMS always searches for the 
values you entered in the WHERE clause. However, instead of a hard 
coded value, you can enter a variable name in a clause. A variable 
name tells 
CentreVu CMS to search for whatever value(s) you or another 
user choose when you run the report. You must define a variable on the 
Define Input window before using it in a WHERE clause. The variable 
name then links a report input field to the WHERE clause that uses the 
value(s) entered.
54 3
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789 10203 603
851 2456441058400
777 988
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333899786 19768
35401 15321
2763553442 13111
20012 36898
ABANDONS
39 10 31
43 11
3259 20
37 48
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ACDCALLS SPLIT
480 142 391
50993
451652 111
234 443
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7 6
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							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
About SQL Queries18-4
Multiple WHERE 
Clauses
18
To put two or more clauses in a statement, use and 
or or
. Use and 
to 
define two or more clauses where 
CentreVu CMS finds only rows that 
meet all conditions. For example, the following statement searches for 
rows where splits had an average speed of answer greater than 30 
seconds and abandons greater than 100.
Select rows where: ANSTIME/ACDCALLS > 30 and ABANDONS > 100
Use or 
to define two conditions where 
CentreVu CMS finds rows that 
meet either condition but not necessarily both. For example, the following 
statement searches for rows where splits had too many abandoned calls 
or too many extension-out calls.
Select rows where: ABANDONS>15 or 
AUXOUTCALLS+ACWOUTCALLS>7
WHERE Clause 
with a Range/List 
Va r i a b l e
18
If a variable name, as defined in the Define Input window, has been 
assigned the Multi-Value option, your WHERE clause must use the 
equals sign (=) with the variable name. In addition, if a variable name has 
the Multi-Value option, the WHERE clause for that variable name should 
appear in the Select rows where 
field before any WHERE clause 
that does not have a Multi-Value variable.
If a variable name has the Multi-Value option and the WHERE clause for 
that variable name appears in the Select rows where 
field after a 
WHERE clause that does not have a Multi-Value variable, the report will 
not show accurate data when you run it.
WHERE Clause 
for Selecting 
Rows from an 
ACD
18
In your WHERE statement, Report Designer always includes a clause to 
select the ACD (ACD = $acd
)
If you use this default clause, you do not need to define the variable in the 
Define Input window because CMS understands $acd 
to be the current 
ACD. However, if you wish, you can define a different variable name for 
the ACD 
database item so the user can specify the desired ACD(s) when 
ordering the report (such as in Multi-ACD reports). You can also 
hardcode the ACD in a WHERE clause, as in the following example.
Select rows where: ACD = 1 
						

							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
About SQL Queries18-5
WHERE Clause 
for Excluding 
Rows of Data
18
If you want to exclude Split 5 from the report, but include all other splits, 
you might enter a WHERE clause as follows:
Select rows where: SPLIT != 5
or
Select rows where: SPLIT  5 
						

							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
CMS Database Table Basics18-6
CMS Database Table Basics18
The CMS database is a relational database that consists of a series of 
database tables. The tables are made up of rows of database items and 
columns of data. CMS reports retrieve data from the database tables and 
formats the data into readable tables, charts, and fields.
This section teaches you about CMS database items and calculations, 
which are names given to commonly used combinations of database 
items. The section also includes a list of all of the available database 
tables in the CMS.
The following section teaches you to create and edit CMS database 
tables using 
INFORMIX.
For more information on the CMS database tables and definitions of the 
database items in each table, see the 
CentreVu CMS R3V8 Database 
Items and Calculations
 (585-210-939) document.The CentreVu CMS 
database table names are as follows:
Name Data Stored
csplit Split/Skill data for the current interval.
psplit Split/Skill data for the previous interval.
cagent Agent data for the current interval.
pagent Agent data for the previous interval.
ctkgrp Trunk group data for the current interval.
ptkgrp Trunk group data for the previous interval.
ctrunk Trunk data for the current interval.
ptrunk Trunk data for the previous interval.
cvector Vector data for the current interval.
pvector Vector data for the previous interval.
cvdn VDN data for the current interval.
pvdn VDN data for the previous interval.
ccwc Call Work Code (CWC) data for the current interval.
pcwc CWC data for the previous interval. 
						

							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
CMS Database Table Basics18-7
Name Data Stored
hsplit Split/Skill data for each intrahour interval.
dsplit Split/Skill data summarized by day.
wsplit Split/Skill data summarized by week.
msplit Split/Skill data summarized by month.
hagent Agent data for each intrahour interval.
dagent Agent data summarized by day.
wagent Agent data summarized by week.
magent Agent data summarized by month
htkgrp Trunk group data for each intrahour interval.
dtkgrp Trunk group data summarized by day.
wtkgrp Trunk group data summarized by week.
mtkgrp Trunk group data summarized by month.
htrunk Trunk data for intrahour interval.
dtrunk Trunk data summarized by day.
wtrunk Trunk data summarized by week.
mtrunk Trunk data summarized by month.
hvector Vector data for each intrahour interval.
dvector Vector data summarized by day.
wvector Vector data summarized by week.
mvector Vector data summarized by month.
hvdn VDN data for each intrahour interval.
dvdn VDN data summarized by day.
wvdn VDN data summarized by week.
mvdn VDN data summarized by month.
hcwc CWC data for each intrahour interval.
dcwc CWC data summarized by day.
wcwc CWC data summarized by week.
mcwc CWC data summarized by month. 
						

							  SQL Query and CMS Database Table Basics CentreVu Report Designer Version 8 User Guide
CMS Database Table Basics18-8
Database Items18A database item is the name of a column of data in a table, either 
standard or custom. When you enter a database item, you must always 
add the name of a table and a period (.) as a prefix if more than on table 
is included in the query. The format is ..
Examples:
dsplit.ACDCALLS
hagent.STARTTIME
ctkgrp.NUMINUSE
Standard Database 
Items
18
Standard database items are listed in the Dictionary subsystem as having 
all upper-case letters (as in the preceding examples).
A standard database item can store:
lIdentifiers (for example, SPLIT
, VDN
, LOGID
, and so on)
lTimed data (for example, ACDTIME
, ABANTIME
, AUXOUTIME
, and 
so on) call_rec Call record data.
agex Agent exceptions.
spex Split exceptions
tgex Trunk group exceptions.
vecex Vector exceptions.
vdnex VDN exceptions.
linkex Link down exceptions.
mctex Malicious call trace exceptions.
f_cday Forecast current day configuration data by split/skill.
f_cdayrep Current day forecast data by split/skill.
haglog Agent login/logout.
ag_actv Agent trace.
call_rec Call records.Name Data Stored