CMS Reports

[mnortman]

An end user wants to see on a report how many calls come in between 5 pm and 8am. Is there a normal report that will do that or do I need a custom report?

 

[Stinney]

Standard report: Historical Interval Skill report

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[mnortman]

I don't see an "Interval Skill Report" I pulled an Historical / Split/Skill/ Summary Interval and that looks like it would work but won't let me input the times I want. To get it to work I have to input 17:00 to 23:59 and then 0:00 to 8:00. Is there a way to get that on one report?

 

[Mark568B]

mnortman,

I think the report Stinney is talking about is under the (Historical) VDN catagory, called 'Report (Skill) Interval'

 

[Stinney]

No, it's the report that mnortman found.

Working on customizing the report so you can get it to span 2 days....

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[mnortman]

That makes sense and it meets what the end user is looking for. Now the only question is how to pull the overnight timeframe.

 

[Stinney]

Run a historical split/skill interval report.

Go to File | Design

IMMEDATELY choose SAVE AS and save this with a different name so you don't write over your standard report.

Then go to Edit | Inputs...

Add a second Date input (system should name the prompt Date(2)

Add a second Time (point in time) input (System will name it Time:, change it to Times(2):

Click OK

Then go to Edit | Queries...

Select the data query and click on Edit

In the Database Items window find ROW_DATE, then click on ADD

Then click on the Where button at the bottom of the window. Delete everything in the where clause window and copy and paste the following:

ROW_DATE = [Date:] and STARTTIME = [Times:] and SPLIT = [Split/Skill:] and ACD=$acd OR ROW_DATE = [Date(2):] and STARTTIME = [Times(2):] and SPLIT = [Split/Skill:] and ACD=$acd ORDER BY hsplit.ROW_DATE,hsplit.STARTTIME

Click Save in the Query Assistant window.

Go to File | Save to save your work.

Now run the report.

Enter the first date, then the first time interval 17:00 - 23:30
then enter the second date and the second time interval 0:00 - 08:00


- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Stinney]

Sorry, forgot to include:

Edit your totals query where clause to be:

ROW_DATE = [Date:] and STARTTIME = [Times:] and SPLIT = [Split/Skill:] and ACD=$acd OR ROW_DATE = [Date(2):] and STARTTIME = [Times(2):] and SPLIT = [Split/Skill:] and ACD=$acd ORDER BY hsplit.ROW_DATE,hsplit.STARTTIME

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Stinney]

That should have been:

ROW_DATE = [Date:] and STARTTIME = [Times:] and SPLIT = [Split/Skill:] and ACD=$acd OR ROW_DATE = [Date(2):] and STARTTIME = [Times(2):] and SPLIT = [Split/Skill:] and ACD=$acd

No order by in the totals query where clause.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[mnortman]

That was helpful, but it turns out not what the end user is looking for. He is actually looking for the Split/Skill Report Monthly limited to the times 8-5. Any ideas on that one?

 

[Stinney]

Modify a standard Split/Skill Interval report to allow for multiple date entries. Then run the report for the days in the month with an inteval of 08:00 - 17:00

But understand that your system is probably set up to only store 1 month of interval time. So you won't be able to go back more than 1 month at a time.

Check the Data Storage Allocation settings under: Tools | System Setup and check the Days of Inter Hour setting.

Mine is set to 45 days, other companies I've worked for had this set to 32 or 35. So you have to run the report as soon as you can the following month or you'll lose the data.



- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!