Agent Group Report

[VNS1000]

I've created a CMS report for an Agent Group based on intervals but I would like to show other agent group totals for that same interval on the same report. I am having luck find the SQL criteria to pull such a report. If you have ideas then I'd certainly welcome them.

 

[wtdurkin]

I am assuming that you have report designer to create reports. Try checking the 'multi-value' button on the edit inputs window, next to the 'agent group' input value. This should allow you to enter more than one group. You may have to sort it by group, which can get messy, since there is no 'agent grjoup' value in the database. Look at an existing agent group report to see how the 'where' clause is written for agent groups

 

[VNS1000]

yes I can't see a way of manipulating the SQL 'Where' criteria to GROUP BY Agent Group. Like you say this isn't a value in the database. This is the syntax for how it pulls data for agents in the AGENT GROUP when there is just one. For multiple it just totals the stats together so I need to find a way of using the GROUP BY with an Agent Group parameter somehow. The syntax is as follows:

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

LOGID in (select value from agroups where item_name = [Agent Groups:] is the way extracts data for the group.

 

[VNS1000]

wtdurkin..thanks for your help. I managed to do it by running several queries(one for each agent group). I added an 'Agent Group' input for each Agent Group and inserted tables for each query all in one page.

 

[westiej]

VNS1000, I am trying to create a designer report to do Agent Group Interval reporting but am getting a bit stuck, Don't suppose you could offer some support? I only need it for one agent group at a time, not multiple, only one day, but mulitple intervals.
Thanks in advance

 

[rubiks015]

All,

I'm trying to write an Agent Group Report in Designer. What I'm trying to create is:

Agent Group "A" has it's stats for the agents apart of that group and the group totals

Agent Group "B" has it's stats for the agents apart of that group and the group totals

Agent Group "C" has it's stats for the agents apart of that group and the group totals


I'm looking to put the totals of group "A", "B", "C" on to a single report. Not a total of A, B, and C, but separated. Any ideas? Avaya said that this might be done by modifying the intergrated info on the server via unix. Any help is greatly appreciated.