Hi,

I have recently started using Lucent CentreVu, and find it more difficult to write reports in, than in crystal using commander.

I am trying to write a report just to query an agent groups ACW time on a particular line/skill, and I m having some difficulty.

Any advice offered would be of great help.

Trying ot get hold of the report writing manual, had the crystal one which was very very useful.

Regards,

Jonathan

Johnathan,
You can download all the manuals and related info from avayas website, I don't know the specific address unfortunately.

If i remember correctly to get a query like that you need to edit the agent group summary report, to include an input for split/skill and group by in the query. If you try this and need more help get back to me and i will helop you as best i can ( i started writing avaya reports about 2 yrs ago in cms8, got cms 12 now)

scott

Hi Jonathan,

Did you have any luck on the web?

Hi Jonathan

If you have just started using Lucent CentreVu then I would suggest some training at our state of the art academy.

The CCT Academy have a set 3 day course on-site in Bristol and the price is reasonable. We can also manage the course at the CPP site but this would in-cure a higher charge.

If you want more info please email me.

Cheers
Jason

Managed to get some papers on report writing, but not so much as in the way of editing existing reports. I've been trying to use the report writing experience I have from seagate crystal, but no joy as of yet.

To be honest it's usually easier to create new reports rather than edit old ones in Version8 as it seems to give you lots of errors and then the reports won't run, or cms crashes and you have to log out and then back in again. If you want to put some detail on what you want, i can replicate and then post instructions if you want.

Let me know

Scott

What im looking to capture is, the % acw by agents in an agent group on a particular split/skill.
So the inputs ive been using are: Agent Group, Splti Skill, Date. I want to look at the performance the day after, so historical data is what im querying. The troubling part is getting the percentage from just one skill. I can query an agents performance across the whole ACD but not a single skill.

Any ideas would be great,

Jonathan.

Is the input for multiple skills?
If so have you used the skill field as a row qualifier?

If the answer to the above is no, then when you choose the skill on the input, the report will only show the agents activity on that skill.

NB in your query you must specify that the data must match the input skill on the where screen (this is where you can view the select statement)

Let me know if you need more detailed clarification, maybe you could send me a screen shot of the query and the output

HTH
Scott

That is what im struggling to do Scott, the statement to just extract the data relevent for the skill defined in the input. The Statement is what ive not been able to do.

Jonathan

Johnathan,
in your query does the statement have the following

SPLIT = [Splits/Skills:]

scott

Select-

dagent.LOGID, dagent.(sum(ACDTIME)+sum(I_ACWTIME))/(sum(ACDTIME)+sum(I_ACWTIME)+sum(TI_AUXTIME6)+auxzeroeffagen)*100, sum(I_ACWTIME) / (sum(ACDTIME) + sum(I_ACWTIME)) * 100 FROM dagent


Where –

ROW_DATE = [Date:] and ACD=$acd and LOGID in (select value from agroups where acd_no=$acd and item_name = [Agent group:] ) GROUP BY dagent.LOGID

This shows me the efficiency, and ACW for a date in %.
What i need is the split/skill statement, not sure where to add it, and alter the query.

Jonathan

Where –

ROW_DATE = [Date:] and ACD=$acd {{and SPLIT = [Splits/Skills:]}} and LOGID in (select value from agroups where acd_no=$acd and item_name = [Agent group:] ) GROUP BY dagent.LOGID


I have highlighted the change in chevrons, try this and that should then only pick up the split you select. The select statement looks ok, but let me know if this doesn't work, i'll try to replicate your report on my switch, but i would need you to send me a copy of what you have top start work on.

scott





Edited for bold ID, Scott's change is inside (so please ignore) the {{ and }} DaveA

Having entered the Split = [Split/Skill:] into the query, i ran the test and it tells me there is no syntax errors, which was obvious, but when re-running the report, "Query1 - A syntax error has occured" ? ?

Could not see why ?

Jonathan

Jonathan,
what field did you choose to get this equation
sum(I_ACWTIME))/(sum(ACDTIME)+sum(I_ACWTIME)+sum(TI_AUXTIME6)+auxzeroeffagen)*100

I don't recall seeing 'auxzeroeffagen' in avaya before

cheers
Scott

Its something that was added specific for some reports we designed.

It works fine, as it is part of the report we've designed to detail efficiency %.

The error occurred after inputting the Split/skills statement.

Can that field be calculated by split for an individual agent?

If you could send me a copy of the report you have so far (i will send my e-mail to your mailbox) i will try to load on my system and see if i can get it to run here

scott

Been on some much deserved annual leave-

I cannot send a copy of the report to you, or anything that i have created as it is a breach of some policies we have inplace.

The report is working ok, apart from it is bringing in results and fgures for agents that are not trained on that particular skill ! Strange.

That sounds like it is not selecting skills against agents, since you have been on annual leave, i have had to create a report with agent stats per day by skill. I have managed to do this successfully.
when i run the report the agents have a line for each skill, but only the ones that they actually have assigned within Avaya.

I can post the query fields and the select statement if you think it will help

"The report is working ok, apart from it is bringing in results and fgures for agents that are not trained on that particular skill ! Strange. "

where you have said trained, do you mean assigned within Avaya or actually trained?

I can't remember what version of Centre Vu I'm using but I want to see the talk time/acw for advisor by skill I use Split/Skill - Historical - Report Daily/Weekly/Monthly (which ever you need). The only problem with that is that you can't do it over a range of days.

Hope this helps..

Richard

first run the report, for any particular day and once the report is run, select the Report menu and choose design. Once you have done this, click on the Edit menu and select Input. A dialog box indicating the Inputs fields appear, where you have to check the box in the data field, which will allow you to choose multiple date. Before doing this make a copy of the report.