CallCentreVoice Topic Avaya CMS Report Question

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Justin Dechaine on 11/2/2008 19:48:29.
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Justin Dechaine
poolboy
Dechaine Consulting Inc

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Avaya CMS Report Question  [11/2/2008 19:48:29]

I am currently getting Crystal installed which I assume will make things a bit easier to me but I have a relatively simple question...

I have 100 VDNs (1-00) and one Skill (55), that skill took 10,000 calls.

I want to understand on which VDN's those calls came from...but obviously I don't want to run 100 VDN reports. Is there an easy basic report I can run that says

SKILL 55
VDN 1: 2000 calls
VDN 2: 0 calls
VDN 3: 8000 calls

etc.

ps: I miss Nortel :(

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Lewis Gallagher
Resource and Traffic Manager
Undisclosed

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Multi Value Input  [11/2/2008 21:00:33]

Justin,

I'm not sure if you can get what you need from a skill input, however you can get what you need from a Multi-Value VDN input. This is made easier if your VDNs are in a set range as i think you can only input 50 individual VDNs

Not sure if its essential, but can you confirm if you have the report designer tool ? Basically in the report design input section, select the tick box for VDN input to Multi-Value.

This will let you select the VDNs you need that relate to your skill.

Drop me a line if you need pointers on this

Lewis

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Justin Dechaine
poolboy
Dechaine Consulting Inc

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Thanks for input Lewis  [11/2/2008 21:45:26]

The primary issue I see is that my VDN's are not in any set pattern and are interspersed throughout my range (which is in thousands).

Some of the VDNs/Vectors do not regularly route to this particular skill except in cases of overflow etc which is why I can't run a VDN report.

For example, VDN 1234 goes to Vector 567 which routes to skill 40 as primary but skill 55 after a certain amount of time. So knowing that VDN 1234(vec567) handled 1000 calls isn't really useful to me.

I do have the report designer tool that I have rarely (never) used it, I've been experimenting with it the last hour or so.

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David Bothamley
Owner of Website Creations
Website Creations

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Avaya CMS Report Question  [12/2/2008 08:50:16]


I surgest you first create a VDN group through the dictonary in CMS, Then use the designer tool to build a Multi Day VDN Group profile report.

When this has run will show you

Date
VDN Discription
Calls Offered
Answered
Ans in SLA
Aban
ASA
ETC.

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Justin Dechaine
poolboy
Dechaine Consulting Inc

557 posts
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David  [13/2/2008 18:44:39]

If a single VDN routes to multiple skills I still don't see how a VDN group would help.

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David Bothamley
Owner of Website Creations
Website Creations

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Justin  [14/2/2008 08:32:33]

Would this help

If one or multiple VDNs route to 1 of 3 skills, from a VDN profile report you can report how many get answered by skill 1 - 3.

In Query1

SKILL1
SKILLCALLS1
SKILL2
SKILLCALLS2
SKILL3
SKILLCALLS3

In summary Query1

SUM(SKILLCALLS1)
SUM(SKILLCALLS2)
SUM(SKILLCALLS3)

Does this help

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Vino Franklin
Manager - WFM & Operations CC
CSS - SlashSupport

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Avaya CMS Report Question  [20/2/2008 23:18:31]

With little knowledge that i have on CMS reporting, i am not sure if you can view this with the help of CMS reports. Its been a while since i worked on designer reports... will try and keep you all posted if i find something.

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Justin Dechaine
poolboy
Dechaine Consulting Inc

557 posts
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Didn't find a solution  [19/4/2008 00:12:22]

I didn't find a solution to this yet but my CMS report designer skills have grown considerable since posted so I am going to plunge back in. If anyone has any words of encouragement feel free! :)

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Jaime Mills
CS Systems Analyst
Direct Brands, Inc.

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Yes you can!  [25/9/2008 18:11:25]

I use Crystal extensively with Avaya - what you want to do is quite simple and definitely possible. It's been quite a while since you last posted on the topic however; so before I go into the details please let me know if you still need assistance with this.

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