cms custom integrated report, skill summary

[nohuhu]

a tough one, i spend two weeks over it and still have no answer.
see: a customer wants to have one large integrated report on all his six major skills, to be displayed on the huge plasma screen hanging over agents' heads. data they want to be available is pretty simple: ACDCALLS, ABNCALLS, STAFFED, AVAILABLE, ONACD, INACW, INAUX and SERVICELEVEL and its complement in percent (can't recall exactly the field name). well, all this data is available in isplit table, all okay. no problem with displaying separate data for each of the six skills. but i can't find a way to display the summary of all skills. honestly i don't know what they want it for and what sense is in seeing "average patient temperature across the hospital" but they want it. with real-time tables, all okay and i can use WHERE clause and SUM/AVG/MAX functions. but how to do it with integrated tables?
maybe someone (Susan? know an answer...

 

[TechJimF]

We tried the same a similar thing. We recently purchased CMS and will be displaying real time stats on plasma monitors. Wanted real time with historical or integrated total for the day, or previous day at the bottom of the screen. Was able to design the real time piece, but not the integrated/historical.

To make a long story short, we purchased one custom report to be designed by Avaya Professional Services. We got a refund because they could not combine both on one report either. It apparently can not be done with CMS Supervisor.

It can be done with a software that can purchased from Avaya called 'PS Combo'. It allows the feeding of combination of real time and historical data to an external application not provided by Avaya (our in house I.T. staff will develop the app. if we move forward with PS Combo).

Hope that helps.

Jim

 

[nohuhu]

TechJimF,

thanks, i think this customer will have to use real-time summarized data instead of integrated, a cheapest way.

 

[smurfyIAG]

Simple answer is that the integrated tables do not allow any aggregation.
I have built a report that does (kind of) what they want except it uses the intra-hour historical tables and is restarted every interval by a background Windows vbscript or AutoIt script.
See my screenshot in this post...

http://www.planningforum.org/discussion/viewtopic.php?t=217

If your interval is 30 minutes, the summary "day-to-date" figures will only be refreshed every 30 minutes.
Mine is 15 minutes so it's a little more current.


Sean Murphy
Call Centre Analyst
IAG New Zealand

 

[nohuhu]

smurfyIAG,

thanks for an idea, but ultimately the customer decided to get rid of the summarized part completely. the way i liked.