CMS Avaya VDN Group Reporting

[QMGR]

Is there a way to run reports on a group(s) of VDNs in Avaya CMS? There is no dictionary item to create a VDN group, but we remember utiling these VDN reports at another job and we beleive the agent group was used to define the VDN group. Can this be done? We created a VDN group with the agent group function, but we were unable to run the report. Is this done via a custom report, and if so, how does one build one?

Thanks!

Phillipe

 

[mwarren]

I have done this a couple of ways in the past.

1. Not very elegant - but I hard code the VDN's into the input field of the report (designer or customer report). If you add/remove vdn's then you have to remember to amend the report.

2. Build a custom CMS VDN report. But have one of the inputs the skill. In the VDN table there is a column for the skill (1st, 2nd or 3rd) assigned to the VDN. You can then make the report show info for all VDN's attached to the skill or skills.

Good luck. This type of reporting has caused me one big constant headache when there are changes.

 

[Coineandude]

You can do this also by tweaking vour where clause in a standard VDN report. These instructions assume some general familiarity with report designer, but should be pretty straight forward.

1st: save a copy of the report you want to 'groupify'

2nd: edit the report inputs. change VDN to Agent Group. Change the prompt to VDN Group.

3rd: modify the were clauses of the queries in the report. you will need to replace
VDN = VDN
with something like
VDN in (select value from agroups where item_name = [VDN Group] )

4th: add VDN to your query Items in the select part of your data query. add a corresponding '-' to the totals query in the same position as your VDN column.

5th: format your table to display your new data column and edit the headers to display the VDN value as number.

6th: Create your new VDN Group in Agent Groups and populate it with the VDNs you want to group.

7th: Get lunch from the boss.


--Shane

 

[jfh9219]

Shane,

When I read the original question I tried exactly what you proposed. It had no errors but would not produce results. Can I assume you made a VDN group, the report and ran it successfully?

 

[Coineandude]

Yes it ran and pulled correct data.
I modified the VDN Report (Skill) Daily report.

i grabbed screencaps of the bits i tweaked in this word doc

http://www.owmyhead.com/vdngroup.zip