CMS Report Thresholds

[ashwebster]

Hi, I have been asked to create a simple wallboard report for a plasma screen which details the real time number of calls waiting across a number of skills. They would also like threshold settings on the total number of calls waiting.

I can achieve the report to show the number of calls waiting across a number of skills but can't seem to achieve the threshold settings. However I have noticed that threshold settings are available on individual skills.

Can anyone help?

Thanks Ash

Apple Tree Education specialising in Avaya and Cisco IPT Training

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[Stinney]

In your customized report did you create a a single customized data item to show the total number of calls waiting in all skills?

CMS is picky about thresholds. My experience is that if you create a customized calcuation or field, it won't allow you to put a threshold on it. Only fields that are defined in the CMS Report manual are allowed to have thresholds assigned.

As far as I know, if it's a standard data item that CMS allows you to put a threshold on, you have to set it for every skill in the report manually.



- Stinney

Quoting only proves you know how to cut and paste.

 

[ashwebster]

Yes, I thought that too. I used the standard CMS calculation 'Calls Waiting'. the only thing is, is that it is summed across several skills.

I then tried the single database item 'Calls queuing' as i thought it might work on a single database item but that doesn't seem to have worked.

It definitely works on a single skill fine so i'm starting to think that it simply won't work on a sum(data item).


Apple Tree Education specialising in Avaya and Cisco IPT Training

http://www.apple-tree.co.uk

 

[Stinney]

I found that it creates a Threshold.dat file in your profile, but it doesn't appear to be editable. Thought it could possibly be a way to add multiple settings without all the clicking and entering.

Maybe with your report you could sort by number of calls waiting in decending order so the skills with calls waiting are at the top of the report.

- Stinney

Quoting only proves you know how to cut and paste.