Report Designer vs. Open Database

[psalm62]

Hello,

I am a newbie with the reporting software. I have custom reports with CentreVu Supervisor 9.0. We need a report that will compile stats for split skills on an interval basis cumulatively. I know I am probably not explaining this very well...........they want to be able to tell when the agents are not receiving or making calls - the busy times and the slow times. They are trying to determine changes in working hours and break/lunch times according to this information.
At present, I can only pull this information into a report on a daily basis. We are considering purchasing Report Designer or Open Database Connectivity for CMS. I am not sure which way to go. I am also supposed to make SURE that it will do what we need.

Any one using either of these programs? If you are using ODBC, which application are you using it in conjunction with?

I would appreciate any guidance.

Thanks!!

 

[BHodgins]

I use both ... but I like Open Database Connectivity because I can better manipulate the data the way I want. With Custom Reports, you can only show the detail one level deep on that same report. For instance, you could not show multiple days on one report, day by day, by agent, etc.

But you need to have a good handle on creating reports with a tool such as Microsoft Access or Crystal Reports.

Bill

 

[psalm62]

Are you referring to the custom reports program that is basic to the CMS or the Report Designer software that you purchase separately? Which do you use with the ODBC - Crystal Reports or Access? I am "vaguely" familiar with both.

Thanks!!

Kim

 

[belzoni]

Hi,

I'm near to buy a Definity system and have a couple of doubhts about this issue:

- Open Database Conectivity is the same as External Call History?. If not what is the main difference.
- Any answer to the second part: Custom Reports is the same as Report Designer? Idem if not.

Thanks very much

 

[marcell55]

ODBC is a type of standard that allows access into the tables of data stored within CMS. You can use any program that utilizes ODBC (such as Access) but you have to have someone who know how to manipulate the data.

Report Designer is a lot like Custom Reports, but Custom Reports is only available in the Emulator and you have to create the reports through "screen painter". It's not necessarily difficult, but it's tedious. Report Designer is done through Centre Vu Supervisor and is Windows based, so it's a little easier to use. You can pull reports for mulitple agents for multiple days over multiple intervals, but you can not do subtotals within a report.