Avaya Call Management System (CMS) Supervisor · Avaya Call Management System (CMS) Supervisor Release 12 Report Designer Document ID 07-300068 Issue 1.0 May 2004

Avaya Call Management System (CMS) SupervisorRelease 12Report Designer

Document ID 07-300068Issue 1.0

May 2004

© 2004 Avaya Inc.All Rights Reserved.

NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Documentation disclaimerAvaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimerAvaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

WarrantyAvaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:http://www.avaya.com/support

Preventing toll fraudToll fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

Providing telecommunications securityTelecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.Your company's telecommunications equipment includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, networked equipment).An outside party is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a malicious party is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or

toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications securityThe final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

Your Avaya-provided telecommunications systems and their interfaces

Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

Any other equipment networked to your Avaya products.

TrademarksAvaya is a trademark of Avaya Inc.INFORMIX is a registered trademark of Informix Software, Inc.Microsoft Windows is a trademark of Microsoft Corp.Pentium is a registered trademark of Intel Corporation.Solaris is a registered trademark of Sun Microsystems, Inc.Sun is a registered trademark of Sun Microsystems, Inc.UNIX is a registered trademark of Novell, Inc.Windows 95 is a trademark of Microsoft Corp.Windows 98 is a trademark of Microsoft Corp.Windows NT is a registered trademark of Microsoft Corp.Windows ME is a trademark of Microsoft Corp.Windows XP is a trademark of Microsoft Corp.All non-Avaya trademarks are the property of their respective owners.Document ordering information:Avaya Publications CenterVoice: +1-207-866-6701

1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax: +1-207-626-72691-800-457-1764 (Toll-free, U.S. and Canada only)

Write: Globalware Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account Manager

Web: http://www.avaya.com/support E-mail: [email protected] Order: Document No. 07-300068, Issue 1.0

May 2004For the most current versions of documentation, go to the Avaya support Web site:http://www.avaya.com/support

Avaya supportAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

http://www.avaya.com/supporthttp://www.avaya.com/supporthttp://www.avaya.com/support/http://www.avaya.com/support/mailto:[email protected]://www.avaya.com/support/

Issue 1.0 May 2004 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14About Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

What is Report Designer? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14How do you use Report Designer? . . . . . . . . . . . . . . . . . . . . . . . . . . . 14What kinds of reports can I create? . . . . . . . . . . . . . . . . . . . . . . . . . . 15

What you need to know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Software documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . . 19Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . . . 20

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Communication Manager documents. . . . . . . . . . . . . . . . . . . . . . . . . . 21Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 1: Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 23Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

About the Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24What is Report Wizard? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Report Wizard and Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . . 24Facts about Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Report Wizard command buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Overview of Wizard steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Starting Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Starting with the toolbar icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

The Select a Report Type page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Types of reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Avaya Call Management System (CMS) SupervisorRelease 12

Report Designer

Contents

Contents

4 Avaya CMS Supervisor Release 12 Report Designer

The Select a Report Layout page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32The Selection Layout page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Defining sections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34The Select a Data Group page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Levels of data groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35First level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Second level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Third level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Expanding and collapsing categories. . . . . . . . . . . . . . . . . . . . . . . . . . 37The Select Data Items page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Box and button descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Data item column descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39About No Pre-selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Procedures for the Select Data Items page . . . . . . . . . . . . . . . . . . . . . . . 41Filtering data group items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Sorting data group items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Moving data group items from one box to another . . . . . . . . . . . . . . . . . . . 42

About removing items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Repositioning data group items . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Creating custom report headings . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

The Select Chart Format page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Select Chart Format field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 45Available chart formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

The Select Table Format page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Select Table Format field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 48Example of a row-oriented report . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Example of a column-oriented report . . . . . . . . . . . . . . . . . . . . . . . . . . 49

The Change Input Captions page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Input Prompts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

The Preview Option page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Two-section report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

The Save Report page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Save Report field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

The Finish page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Finish page field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 2: Using Report Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . 57Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

About Report Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58What is Report Manager? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58The Reports Selector window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Buttons on the Report Selector window . . . . . . . . . . . . . . . . . . . . . . . . 59

Viewing or changing report properties . . . . . . . . . . . . . . . . . . . . . . . . . . 60Copying a report to the designer category . . . . . . . . . . . . . . . . . . . . . . . . 61

Contents


Where to access your reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Who can modify your reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Copying a designer report to a file . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Copying a designer report from a file . . . . . . . . . . . . . . . . . . . . . . . . . . 65Deleting a report from the designer category . . . . . . . . . . . . . . . . . . . . . . . 66Opening Report Designer with Edit or New . . . . . . . . . . . . . . . . . . . . . . . 67

Chapter 3: Report Designer basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . 69Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Report Designer menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Edit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Insert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Other ways to access Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Accessing online database definitions . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Starting Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

About user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Different ways to start Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . 77Design Mode window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Exiting Report Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Creating a new report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Editing an existing report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Chapter 4: Design mode basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Copying an item and pasting the item into the same report . . . . . . . . . . . . . . . . 86Copying and pasting items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Copying from a Designer report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Copying from a report that is not a Designer report . . . . . . . . . . . . . . . . . . . 87

Cutting an item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Deleting an item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Dragging and dropping to arrange items . . . . . . . . . . . . . . . . . . . . . . . . . 90Resizing an item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Selecting multiple items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Moving multiple items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Changing the width of a column in a table . . . . . . . . . . . . . . . . . . . . . . . . 94Changing the column headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Aligning fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Contents


Align menu items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96How to use align . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Scaling to page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Chapter 5: Edit | Inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 99Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

The Report Input fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100The Report Input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100The Define Input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Example of input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101How CMS stores and retrieves data . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Information about how to add input fields . . . . . . . . . . . . . . . . . . . . . . . . 102Why define an input field? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Add only relevant information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Fields you do not define . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Input fields for pattern matching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

What is pattern matching? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Database items that allow search . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Using an asterisk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Using a question mark . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Using String as an input field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Input Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Adding input fields to the input window . . . . . . . . . . . . . . . . . . . . . . . . . 109


Deleting input fields from the input window. . . . . . . . . . . . . . . . . . . . . . . . 110Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Editing the order of input fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Editing the appearance of input fields . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Edit columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Setting up inputs for a multi-ACD report . . . . . . . . . . . . . . . . . . . . . . . . . 114

Types of multi-ACD reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Viewing the input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Chapter 6: Edit | Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 119Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

About queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120What are queries? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120About columns and rows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

The Query Assistant window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Contents


Query Assistant input fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Data Item definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Select a database and one or more tables for the query window . . . . . . . . . . . . . 123Add the database items and calculations for the SELECT portion of the query window . . . 124

Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Database Items or Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Choose functions for the SELECT items window . . . . . . . . . . . . . . . . . . . . . 125Definition of function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Types of functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Enter the SQL WHERE criteria window . . . . . . . . . . . . . . . . . . . . . . . . . 126Tips using this window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Field descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Specify all field joins for the tables window . . . . . . . . . . . . . . . . . . . . . . . . 128Create a new query for a real-time report . . . . . . . . . . . . . . . . . . . . . . . . 129Create a new query for a historical report . . . . . . . . . . . . . . . . . . . . . . . . 131Create a new query for an integrated report . . . . . . . . . . . . . . . . . . . . . . . 133Edit an existing real-time or historical query . . . . . . . . . . . . . . . . . . . . . . . 135Edit an existing integrated query . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Copy a query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Delete a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Chapter 7: Insert | Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Information about how to insert charts . . . . . . . . . . . . . . . . . . . . . . . . . . 142About inserting charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142About charts and tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142About fields and text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142About adding and removing items . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Stacked, % Axis, and Gradiant field descriptions . . . . . . . . . . . . . . . . . . . . 143About the Chart Assistant window . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Column descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Inserting a chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145


Chapter 8: Insert | Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 149Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Information about how to insert fields . . . . . . . . . . . . . . . . . . . . . . . . . . 150About Field Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Positioning a field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Editing a field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Using the Field Assistant window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Inserting an ACD Name field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Inserting Data Item fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Contents



Inserting Input Value fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Inserting a Report Data Start Time field . . . . . . . . . . . . . . . . . . . . . . . . . 155Inserting a Time Report Run field . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Chapter 9: Insert | Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Positioning and editing tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Positioning a field on a table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Editing a table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Inserting a table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Chapter 10: Insert | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Positioning and editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Positioning text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Inserting text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Chapter 11: Format | Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 167Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Information about how to format charts . . . . . . . . . . . . . . . . . . . . . . . . . 169What are charts? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169About the Chart Format Options window . . . . . . . . . . . . . . . . . . . . . . . . 170How to access the window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170How your changes affect others . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171General tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Changing general chart parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Axis tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Axis tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Axis Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Changing axis titles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Data tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Data tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179Adding, removing, or rearranging data items . . . . . . . . . . . . . . . . . . . . . . . 180Data Labels tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Data Labels tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Defining data labels on data points . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Contents


Fonts tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Fonts tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Changing fonts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185Legend tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Legend tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186Formatting the chart legend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187Series Labels tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Series Labels tab option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Editing data item headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Title tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Title tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190Formatting the title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Type tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Type tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Selecting a chart type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1943D Effects tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

3D Effects tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195Controlling the 3D appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Chapter 12: Format | Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 199Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Information about how to format tables . . . . . . . . . . . . . . . . . . . . . . . . . 201About the Table Format Options window . . . . . . . . . . . . . . . . . . . . . . . . 201Accessing the Table Format Options window . . . . . . . . . . . . . . . . . . . . . . 201How your changes affect others . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202General tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Using the General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203Data tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Data tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204Using the Data tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Fonts tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Fonts tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Using the Fonts tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207Format tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Format tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208Using the Format tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210Headers tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Headers tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211Using the Headers tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212Sort tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Sort tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Contents


Using the Sort tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Viewing a list of agents alphabetically . . . . . . . . . . . . . . . . . . . . . . . . . 214Searching for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Summary tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Summary tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Using the Summary tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Chapter 13: Format | Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 217Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

The Field Format Options window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218Field Format Options field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 218

Creating or changing a label for the field . . . . . . . . . . . . . . . . . . . . . . . . . 220Editing the format of a field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Chapter 14: Format | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

The Text Format Options window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224Text Format Options parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Formatting text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Appendix A: Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Phase 1 error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228Phase 2 historical report error codes . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230List of phase 2 error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Phase 3 real-time report error codes . . . . . . . . . . . . . . . . . . . . . . . . . . 233Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233List of phase 3 error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Appendix B: How CMS stores and retrieves data . . . . . . . . . . . . . . . . . . . . 235Organization of general information . . . . . . . . . . . . . . . . . . . . . . . . . . 235

How CMS stores data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236Database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236Row . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

How CMS retrieves data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238Three types of information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238How to tell CMS to retrieve data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238Identify rows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238Indexes for search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239About creating new database tables . . . . . . . . . . . . . . . . . . . . . . . . . . 239

Contents

Issue 1.0 May 2004 11

Appendix C: Report Designer examples . . . . . . . . . . . . . . . . . . . . . . . . . 241Organization of procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Creating an integrated report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242Modifying an integrated report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

Contents


Issue 1.0 May 2004 13

Preface

Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring.

Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction Suite.

This section includes the following topics:

● Purpose on page 14

● About Report Designer on page 14

● What you need to know on page 15

● Conventions and terminology on page 16

● Reasons for reissue on page 16

● Availability on page 17

● Related documentation on page 18

● Support on page 22

Preface


PurposeAvaya Call Management System Supervisor Report Designer describes what you need to know to create new reports and to edit existing reports through Report Designer and Report Wizard.

About Report DesignerThis section includes the following topics:

● What is Report Designer? on page 14

● How do you use Report Designer? on page 14

● What kinds of reports can I create? on page 15

What is Report Designer?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.

Report Designer allows you to create new reports, edit standard CMS and Supervisor reports, and copy items from one report to another report. You can purchase Report Designer with the Supervisor software.

How do you use Report Designer?When you use 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 tables referenced in the query, you can populate fields, grids, and charts for the report. You can then size, move, and change the fields, tables, and charts 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.

What you need to know

Issue 1.0 May 2004 15

What kinds of reports can I create?You can create real-time, historical, and integrated reports. Report Designer lets you do the following:

● Copy existing report designs, including standard report designs.

● Edit reports by adding, moving, copying, and deleting fields, tables, or charts.

● Define Automatic Call Distribution (ACD) data for report fields, tables, and charts.

● Enter text for field labels, column headers, row headers, or special instructions.

What you need to knowYou must have the following skills to use this book successfully:

● You must be familiar with your computer and the Windows® operating system.

● You must be familiar with the Avaya CMS Supervisor application and have some knowledge of how Avaya CMS reports work.

Preface


Conventions and terminologyIf you see any of the following safety labels in this document, take careful note of the information presented.

! CAUTION:CAUTION: Caution statements call attention to situations that can result in harm to

software, loss of data, or an interruption in service.

! WARNING:WARNING: Warning statements call attention to situations that can result in harm to

hardware or equipment.

! DANGER:DANGER: Danger statements call attention to situations that can result in harm to

personnel.

! SECURITY ALERT:SECURITY ALERT: Security alert statements call attention to situations that can increase the

potential for unauthorized use of a telecommunications system.

Reasons for reissueThis is the first issue of this document.

Availability

Issue 1.0 May 2004 17

AvailabilityCopies of this document are available from one or both of the following sources:

Note:Note: Although there is no charge to download documents through the Avaya Web

site, documents ordered from the Avaya Publications Center must be purchased.

● The Avaya online support Web site, http://www.avayadocs.com

● The Avaya Publications Center, which you can contact by:

Voice: +1-207-866-6701+1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax: +1-207-626-7269+1-800-457-1764 (Toll-free, U.S. and Canada only)

Mail: GlobalWare Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account Manager

E-mail: [email protected]

http://www.avayadocs.com

Preface


Related documentationYou might find the following Avaya CMS documentation useful. This section includes the following topics:

● Change description on page 18

● Software documents on page 18

● Administration documents on page 19

● Avaya CMS upgrade documents on page 19

● Hardware documents on page 20

● Communication Manager documents on page 21

● Documentation Web sites on page 21

Change descriptionFor information about the changes made in Avaya CMS R12, see:

● Avaya Contact Center 2.1 and CMS Release 12 Change Description, 07-300197

Software documentsFor more information about Avaya CMS software, see:

● Avaya Call Management System Release 12 Software Installation, Maintenance, and Troubleshooting Guide, 585-215-117

● Avaya CMS Open Database Connectivity, 585-780-701

● Avaya Call Management System Release 12 LAN Backup User Guide, 585-215-721

● Avaya Call Management System Release 12 External Call History Interface, 07-300064

● Avaya CMS Custom Reports, 585-215-822

● Avaya CMS Forecast, 585-215-825

● Avaya Visual Vectors Release 12 Installation and Getting Started, 07-300069

● Avaya Visual Vectors Release 12 User Guide, 07-300070

● Avaya Business Advocate Release 12 User Guide, 07-300063

● Avaya CMS Release 12 Report Designer User Guide, 07-300068

Related documentation

Issue 1.0 May 2004 19

Administration documentsFor more information about Avaya CMS administration, see:

● Avaya Call Management System Release 12 Administration, 07-300062

● Avaya Call Management System Database Items and Calculations, 07-300011

● Avaya CMS Supervisor Release 12 Reports, 07-300012

● Avaya CMS Supervisor Release 12 Installation and Getting Started, 07-300009

● Avaya Call Management System High Availability User Guide, 07-300065

● Avaya Call Management System High Availability Connectivity, Upgrade and Administration, 07-300065

Avaya CMS upgrade documentsThere are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade. None of the following upgrade documents are available from the publications center.


● Base load upgrades on page 19

● Platform upgrades and data migration on page 19

● Avaya Call Management System Upgrade Express (CUE) on page 20

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, R3V9 ak.g to R3V9 al.k). A specific set of instructions is written for the upgrade and is shipped to the customer site with the CMS software CD-ROM as part of a Quality Protection Plan Change Notice (QPPCN).

For more information about base load upgrades, see:

● Avaya CMS R12 Base Load Upgrades

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Blade 150). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R12 or the latest load of the same

Preface


CMS version). For R12, a specific set of instructions is written for the upgrade and is shipped to the customer site with the new hardware.

For more information about platform upgrades and data migration, see:

● Avaya Call Management System Release 12 Platform Upgrade and Data Migration, 07-300067

Avaya Call Management System Upgrade Express (CUE)

Use CUE in the following conditions:

● CMS is being upgraded from an earlier version (for example R3V6) to the latest version (for example, R12).

● The hardware platform is not changing.

A specific set of upgrade instructions is written for the upgrade and is shipped to the customer site with the CUE kit.

For more information about CUE upgrades, see:

● Avaya Call Management System (CMS) Release 12 CMS Upgrade Express (CUE) Customer Requirements, 07-300010

● Avaya Call Management System Release 12 Sun Blade 100 Workstation CMS Upgrade Express

● Avaya Call Management System Release 12 Sun Blade 100 Workstation Mirrored System CMS Upgrade Express

● Avaya Call Management System Release 12 Sun Enterprise 3500 Computer CMS Upgrade Express

● Avaya Call Management System Release 12 Sun Enterprise 3500 Computer Mirrored System CMS Upgrade Express

● Avaya Call Management System Release 12 Sun Fire V880 Computer CMS Upgrade Express

Hardware documentsFor more information about Avaya CMS hardware, see:

● Avaya Call Management System Sun Fire V880 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-116

● Avaya Call Management System Sun Fire V880 Computer Connectivity Diagram, 585-215-612

● Avaya Call Management System Sun Blade 100/150 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-310-783

Related documentation

Issue 1.0 May 2004 21

● Call Management System Sun Blade 100/150 Computer Connectivity Diagram, 585-310-782

● Avaya Call Management System Sun Enterprise 3500 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-873

● Call Management System Sun Enterprise 3500 Computer Connectivity Diagram, 585-215-877

● Avaya Call Management System Terminals, Printers, and Modems, 585-215-874

Communication Manager documentsFor more information about Avaya CMS communication servers, see:

● Avaya Call Management System Switch Connections, Administration, and Troubleshooting, 585-215-876

● Avaya Communication Manager Call Vectoring and Expert Agent Selection (EAS) Guide, 555-245-783

● Avaya Communication Manager Guide to ACD Call Centers, 555-245-784

● Avaya MultiVantage Call Center Software Basic Call Management System (BCMS) Operations, 07-300061

Documentation Web sitesFor product documentation for all Avaya products and related documentation, go to http://www.avayadocs.com. Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Web site when available.

Use the following Web sites to view related support documentation:

● Information about Avaya products and service

http://www.avaya.com

● Sun hardware documentation

http://docs.sun.com

● Okidata printer documentation

http://www.okidata.com

● Informix documentation

http://www.informix.com

http://www.avayadocs.comhttp://www.avayadocs.comhttp://www.avaya.comhttp://docs.sun.comhttp://www.okidata.comhttp://www.informix.com

Preface


● Tivoli Storage Manager documentation

http://www.tivoli.com

SupportContacting Avaya technical supportAvaya provides support telephone numbers for you to report problems or ask questions about your product.

For United States support:

1- 800- 242-2121

For international support:

See the 1-800 Support Directory listings on the Avaya Web site.

Escalating a technical support issueAvaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management listings on the Avaya Web site.

http://www.tivoli.comhttp://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=Directorieshttp://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=EscalationList

Issue 1.0 May 2004 23

Chapter 1: Report Wizard

This section describes the Report Wizard windows and provides an overview of the steps.

Organization of general informationThis section contains the following general information:

● About the Report Wizard on page 24

● The Select a Report Type page on page 30

● The Select a Report Layout page on page 32

● The Selection Layout page on page 33

● The Select a Data Group page on page 35

● The Select Data Items page on page 38

● The Select Chart Format page on page 44

● The Select Table Format page on page 47

● The Change Input Captions page on page 50

● The Preview Option page on page 51

● The Save Report page on page 52

● The Finish page on page 54

Organization of proceduresReport Wizard contains the following procedures:

● Overview of Wizard steps on page 27

● Starting Report Wizard on page 28

● Procedures for the Select Data Items page on page 41

Report Wizard


About the Report WizardThis section includes the following topics:

● What is Report Wizard? on page 24

● Report Wizard and Report Designer on page 24

● Facts about Report Wizard on page 24

● Report Wizard command buttons on page 25

What is Report Wizard?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.

Report Wizard and Report DesignerAll reports created with 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 Avaya Call Management System (CMS) Supervisor users.

Facts about Report WizardThe following list provides general facts about Report Wizard:

● Report Wizard can access all database items and standard calculations.

Although you can access all database items and standard calculations, you cannot create new calculations or link fields together with math functions by way of the Report Wizard. However, Report Designer allows you to create new calculations and link fields together with math functions for reports that you create in the Report Wizard.

● Report Wizard can create a report with charts and tables.

With the Report Wizard you will be able to create a report that contains the following:

- One or two charts

About the Report Wizard

Issue 1.0 May 2004 25

- One or two tables

- One chart and one table

To enter text or fields containing one data item, use Report Designer.

● Report Wizard does not display queries and database table names used to generate a report.

If you need to see this type of information, use Report Designer.

● Report Wizard provides access to database item definitions.

While in the Select Data Items page of the Report Wizard, you can view the definition of a database item or calculation.

● Report Wizard does not allow you to edit a completed report.

Report Wizard is designed to create only new reports. To edit a completed report, use Report Designer.

● Report Wizard does not allow reentry.

Report Wizard does not allow you to leave and then reenter to finish a partially-completed report. Use Report Designer to make changes to a report created and saved in Report Wizard.

Report Wizard command buttonsEach page of the Report Wizard contains command buttons to help you navigate through wizard and define your report. The following table provides an explanation of these command buttons.

Command button

Action

Back Returns to the previous page. When you back up to previous pages, Report Wizard retains the values you entered unless you back up to a previous page and make changes that impact ensuing pages.

Next Moves to the next page in the sequence, maintaining whatever settings you provided on the previous pages.

Finished Applies your settings, or the default settings, from all pages and completes the task.

Report Wizard


Cancel Discards any selections you have made if you have not saved the report, terminates the process, and closes the Report Wizard.If you saved the report before you clicked Cancel, the 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 Definition

Provides a definition for the selected database item or calculation.

Moves up one database item or calculation in the list of Selected Data Items.

Moves down one database item or calculation 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.

Edit Item Heading

Use to edit a database item heading.

Preview Captures a screen shot of your report as it is currently defined.

Command button

Action

Overview of Wizard steps

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Overview of Wizard stepsThe following chart describes the steps Wizard takes you through.

Report Wizard


Starting Report WizardThis section includes the following topics:

● Before you begin on page 28

● Starting with the toolbar icon on page 28

Before you beginYou can access Report Wizard only when Report Designer is activated on the Avaya Call Management System (CMS) server, and when you have the appropriate permissions to access Report Designer.

Starting with the toolbar iconIf you have purchased Report Designer, a toolbar icon will be displayed on the Controller windows toolbar.

To start with the toolbar icon:

1. Click the Report Wizard toolbar icon.

The Report Wizard opens.

2. Click Next after you complete each page.

Related topicsFor more information about each page, see any of the following topics:

● The Select a Report Type page on page 30

● The Select a Report Layout page on page 32

● The Selection Layout page on page 33

● The Select a Data Group page on page 35

● The Select Data Items page on page 38

Starting Report Wizard

Issue 1.0 May 2004 29

● Procedures for the Select Data Items page on page 41

● The Select Chart Format page on page 44

● The Select Table Format page on page 47

● The Change Input Captions page on page 50

● The Preview Option page on page 51

● The Save Report page on page 52

● The Finish page on page 54

Report Wizard


The Select a Report Type pageYour first task is to select a report type. The report type determines whether the data in the report is real-time, integrated or historical. For example, if you select a real-time report, you will not be able to specify historical data in the report.

Example

The Select a Report Type page

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Types of reportsThe following table provides information about each type of report.

Report Description

Real-Time Reports that refresh in real time. Real-time reports are reports that display current ACD call activity on agents, splits/skills, trunks, trunk groups, vectors, and vector directory numbers (VDNs) for the current interval (15, 30, or 60 minutes). Current intrahour interval real-time reports are periodically updated as data changes during the interval.

Integrated Reports that refresh in real-time and show information that is accumulated from any point in time in the past 24 hours of ACD, agent, split/skill, trunk, trunk group, vector, and VDN activities.

Historical Reports that give information tabulated over a period of time. Historical reports display past ACD data for various agent, split/skill, trunk, trunk group, vector, or VDN activities. You must select a historical report if you want to include the following data:● Exceptions● Call Work Code● Agent Trace● Call Record

Report Wizard


The Select a Report Layout pageYour second task is to choose a report layout. The layout determines how your data will be represented in the report. Report layouts can be charts, tables, or both. Charts provide a graphical representation of data, and tables provide data in columns and rows. Click on the icon the represents the layout you want.

The Selection Layout page

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The Selection Layout pageThe Selection Layout page lets you choose which section of the report you want to design.

Report Wizard will take you to this page only if you selected a report layout that contains a table and a chart, two tables, or two charts.

Example

Report Wizard


Defining sectionsThe following table describes the sections of the report.

Description Example

A section that is pressed, with an arrow pointing to it, is the section you are about to define.

A section that is not pressed, without an arrow, is the section you have not defined.

The Select a Data Group page

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The Select a Data Group pageThis section includes the following topics:

● Levels of data groups on page 35

● Expanding and collapsing categories on page 37

Use the Select a Data Group page to select the data you want for this report.The Select a Data Group page provides only those data groups specific to the type of report you chose earlier, and the current section you want to define. For example, if you selected historical on the Select a Report Type page, and table on the Select a Report Layout or Selection Layout page, you will select data groups only for a historical table.

Example

Levels of data groupsThe data groups available are placed in a tree view structure. There can be up to three levels of data, the last level containing the individual data groups. From this tree view structure, you will select an individual data group for the section you want to define.

Report Wizard



● First level on page 36

● Second level on page 36

● Third level on page 36

First level

The first level is the highest classification level of data. For example, the highest classification levels of data for a real-time table are Agent, Split/Skills (multiple), Trunk Group, VDN (single), VDNs (multiple), and Vectors.

Second level

The second level is a breakdown of the first classification level of data. For example, the second level of data for the Split/Skills (multiple) category are Multi-ACD, Top Agent Skills Information, Expected Wait Time at each priority, Number of Agents in AUX Work States, Performance, Type of Agents Staffed, and No Pre-selection. Individual data groups are also contained under this level of data.

Third level

The third level is a breakdown of the second classification levels of data. For example, the third level of data for the Split/Skills (multiple) Top Agent Skills Information category is Top

The Select a Data Group page

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Agents Staffed and No Pre-selection. If there are three levels of data, the individual data groups will be listed under the third level.

Expanding and collapsing categoriesCategories of data and sub-categories of data can be expanded (represented with a plus sign) and collapsed (represented with a minus sign). By default, when the Select a Data Group page of the wizard appears, one category will be expanded with one data group selected. The default is based on the information (report type and report layout) that you provided to the wizard previously.

Report Wizard


The Select Data Items pageThis section includes the following topics:

● Box and button descriptions on page 39

● Data item column descriptions on page 39

● About No Pre-selection on page 40

Use the Select Data Items page to select the specific types of data from the CMS databases that you want displayed in your report.

Related topicFor information on how to perform all the available tasks on this page, see Procedures for the Select Data Items page on page 41.

Example

The Select Data Items page

Issue 1.0 May 2004 39

Box and button descriptionsThe following table describes the box and buttons on the Select Data Items page.

Data item column descriptionsThe following table describes the data item column on the Select Data Items page.

The system displays icons if the data type is alphanumeric or has a graphical representation. Synonyms that are defined for data items are in parenthesis.

Box or button Description

Display Data Group items that contain

Use this field to display only specific items in both columns of the Available Data Items box.For more information, see Filtering data group items on page 41.

Available Data Items Contains all the data items associated with the data group. This list allows you to add data items to the Selected Data Items box.

Data Item Definition If you highlight a data item in the Available Data Items box and click this button, Report Wizard displays a topic in Help that defines the data item.

Selected Data Items Contains the predefined database items and calculations from the Available Data Items box that you want in your report.

Edit Item Heading If you highlight an item heading in the Selected Data Items box, and click this button, you can change the item heading.

Data item columns Column description

Item Heading Lists the default heading for the database item or calculation. The item heading is the heading used in standard CMS reports.

Data Item Lists the database item or calculation (internal name).

Report Wizard


About No Pre-selectionIf you chose the No Pre-selection data group on the Select a Data Group page, the Selected Data Items list view will not be populated with preselected data. However, the Available Data Items list view will contain all the data items available for your report. To select the data items for your report, you need to manually add them from the Available Data Items list view to the Selected Data Items list view. You must have at least one database item or calculation in the Selected Data Items list view before the wizard will let you proceed.

Procedures for the Select Data Items page

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Procedures for the Select Data Items pageFrom the Select Data Items page, you can do the following:● Filtering data group items

● Sorting data group items

● Moving data group items from one box to another

● Repositioning data group items

● Creating custom report headings

Filtering data group itemsTo filter data group items:

1. In the Display Data Group items that contain box, enter the characters of the data items that you want Report Wizard to display.

Example:If you want to list only those data group items that contain the text logonsk, enter

logonsk

2. To re-display all data group items available to the data group, delete all text in the Display Data Group items that contain box.

Report Wizard


Sorting data group itemsTo sort the data group items, select the Item Heading column or the Data Item column.All data group items are sorted alphabetically.

Moving data group items from one box to anotherTo move data group items from the Available Data Items box to the Selected Data Items box and vice versa, do the following:

Tip:Tip: You can also double-click an item to move it into the other box.

About removing items

Consider the following when removing items:

● If you remove a calculation from the Available Data Items box, you will have to back up to the Select a Data Group page and reselect the data group to have the calculation appear in the list again.

● When you remove one or more data group items, ensuing data group items are shifted up accordingly.

● If you remove all the data group items in the Selected Data Items box, Report Wizard disables Next, and you cannot move to the next page of the wizard. You must leave one or more data group items listed in the Select Data Items box.

To move Then

From the Available Data Items box to the Selected Data Items box

Select one or more data items in the Available Data Items box, and click the right arrow.

From the Selected Data Items box to the Available Data Items box

Select one or more data items in the Selected Data Items box, and click the left arrow.

Procedures for the Select Data Items page

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Repositioning data group itemsYou can reorganize data group items through the following methods.

Report Wizard enables up and down arrows only when data group items are selected in the Selected Data Items box.

Creating custom report headingsTo change the data item heading:

1. Click the specific data item heading.

2. Click Edit Item Heading.3. Type the new heading.

To move items Then

Up Highlight one or more data group items and then click the up arrow.

Down Highlight one or more data group items and then click the down arrow.

Report Wizard


The Select Chart Format pageThis section includes the following topics:

● Select Chart Format field descriptions on page 45

● Available chart formats on page 45

Use the Select Chart Format page to define the format of your chart. The default is a vertical 2D bar chart that displays the data by value.

Example

The Select Chart Format page

Issue 1.0 May 2004 45

Select Chart Format field descriptionsThe following fields are located on the Select Chart Format page.

Available chart formatsYou can use any of the following chart formats.

Field Description

Show Value Displays your data as a numeric value.

Show Percentage Displays your data as a percentage.

Display Legend Displays a legend of the data items in the right corner of the chart.

Display Data Labels Displays the data labels on your report. The data labels are displayed as either values or percentages.

Use First data item as chart title

Uses the first data item as the title.

2D Vertical Bar Chart

3D Horizontal Bar Chart

2D Stacked Area Bar Chart

2D Horizontal Bar Chart

3D Vertical Stacked Bar Chart

2D Pie Bar Chart

Report Wizard


2D Vertical Stacked Bar Chart

3D Horizontal Stacked Bar Chart

3D Vertical Bar Chart

2D Horizontal Stacked Bar Chart

3D Line Chart 3D Pie Chart

2D Line Bar Chart 3D Stacked Area Chart

3D Vertical Cluster Bar Chart

The Select Table Format page

Issue 1.0 May 2004 47

The Select Table Format pageThis section includes the following topics:

● Select Table Format field descriptions on page 48

● Example of a row-oriented report on page 48

● Example of a column-oriented report on page 49

Use the Select Table Format page to define the characteristics of your table layout.

Example

Report Wizard


Select Table Format field descriptionsThe following fields are located on the Select Table Format page.

Example of a row-oriented reportThe following is an example of a row-oriented report.

Field Description

Fill Table by Row Displays your data items horizontally. See Example of a row-oriented report.

Fill Table by Column Displays your data items vertically. See Example of a column-oriented report.

Display Grid Lines The report will display grid lines to separate the data.

The Select Table Format page

Issue 1.0 May 2004 49

Example of a column-oriented reportThe following is an example of a column-oriented report.

Report Wizard


The Change Input Captions pageWhen you are finished defining all report sections, the Change Input Captions page opens. This page allows you to change the input prompts that will appear in the Report Input window of your new report.

Example

Input PromptsThe number of entries you see displayed in the Change Input Captions page will depend on the data group you assigned to each section of your report. From this page, you can change the input captions, but not the inputs that will appear in your report.

The Preview Option page

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The Preview Option pageThe Preview Option page allows you to preview what you have defined for your report and exit the preview. You can use Back to modify the report section.A previewed version of a report contains real data for each completed section; however, if the report is designated as real-time, then there will be no refresh of data. The only option while in a previewed version of a report is to exit the preview.

Example

Two-section reportWhen you preview the first section of the report, you will be prompted to provide input values for that section. When you preview the second section of the report, you will be prompted to provide input for both sections.

Report Wizard


The Save Report pageUse the Save Report page to save your report and define who has permission to access your report. Your report will be saved when you enter a report name and click Next. The report type and data group selections you made for your report will determine the category your report will be saved under. For example, Real-Time.

You are not required to save your report at this time. If you do not save your report, Report Wizard will still allow you to advance to the next page.

! Important:! Important:Important: If you do not enter a report name, your report will not be saved when you

advance to the Finish page. Report Wizard will discard your report if you do not save your report on either the Save Report page or the Finish page.

Example

The Save Report page

Issue 1.0 May 2004 53

Save Report field descriptionsThe following table describes the fields on the Save Report page.

Field Description

Report Name Allows you to enter a name for your report. If there is an existing report with the same name, and you are not the owner of this report, Report Wizard will not allow you to overwrite the existing report.

Report Description

Provides a space for you to write a description of your report.

Everyone Anyone can run the report and copy the report design.The CMS user permission structure is still applicable.

Only Me The only users that can run the report and copy the design are you and CMS administrators.

Report Wizard


The Finish pageWhen all the required tasks are completed to create a report, you will have to determine whether you want to run the report, edit the report with Report Designer, or exit without doing anything.

Example

Finish page field descriptionsThe following fields are located on the Finish page.

Run Report for ACD - Allows you to select the ACD for your report.

Run Report - When you run your report from the Finish page of the Report Wizard, it will run with the appropriate inputs, access the CMS database, and produce real data. You will run a live report.

If you run an unsaved report you will be prompted to save the report upon its completion. The report will be saved as a Report Designer report and placed in the appropriate folder

The Finish page

Issue 1.0 May 2004 55

(real-time, historical, or integrated). If you elect not to save your report, you can press Exit, and the report will close, or you can click Return to return to the running report.

Edit Report in Report Designer - When you choose to edit your report from the Finish page, Report Designer starts. All edits to your report are now done through Report Designer. Click Back on the wizard pages to edit your report with the Report Wizard.

Run or Edit report at a later time - Click Run or Edit report at a later time to exit Report Wizard without running your report or editing your report. This option is unavailable if you have not entered a report name for your report.

There are two ways to exit Report Wizard:

Option 1 Option 2

Click Run or Edit report at a later time, and click Finish.

Click Cancel.If your report has not been saved, Report Wizard will discard your report. Report Wizard will warn you if you try to cancel without first saving your report.

Report Wizard

56 Avaya CMS Supervisor Re

Documents

Avaya Call Management System (CMS) Supervisor · Avaya Call Management System (CMS) Supervisor Release 12 Report Designer Document ID 07-300068 Issue 1.0 May 2004