CMS Report Call Work Code By Agent

[TechGirl34]

I am trying to figure out how to create a custom report within CMS R13. I need to report on call work codes on an agent level. I need to know what work codes were entered by each agent. This report needs to be sorted by agent. Any suggestions?

I found that the cwc field (call work code) is listed in the following tables:

ccwc, dcwc, hcwc, mcwc, pcwc and wcwc. Which table do I use?

Does anyone have a recommendation for a good book on creating reports within CMS?

 

[jfh9219]

Try:

http://support.avaya.com/elmodocs2/cms/R14/RepDesign.pdf

or just enter Report Designer and use the wizard. Pretty straight forward stuff.

 

[TechGirl34]

Not quite straightforward. Has anyone created a report to show the work codes entered by agent? I am having a hard time selecting the correct fields. I also can't get the report to prompt me for the correct field. I want the report to only ask me for the time period and then report the total for each type of work code entered for each agent

Call Work Code Totals
Agent ID CWC1 CWC2 CWC3 CWC4 CWC5
1234 7 20 14 1 99

This is the first report that I am trying to generate.

 

[wil19148]

CMS does not track agent login ID in the call work code tables, so you will not be able to report on which agent entered which codes.