Avaya CMS Supervisor

Report Designer

Release 17
November 2013
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 Avaya Call Management System (CMS) Supervisor
Release 17
Report Designer

Contents

Chapter 1: Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

About the Report Wizard . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 16
What is Report Wizard? . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 16
Report Wizard and Report Designer . .
. . . . . . . . . . . . . . . . . . . . . . . . 16
Facts about Report Wizard . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 16
Report Wizard command buttons . . .
. . . . . . . . . . . . . . . . . . . . . . . . 18
Overview of Wizard steps . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 19
Starting Report Wizard . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 20
Before you begin . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 20
Starting with the toolbar icon . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 20
The Select a Report Type page . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 21
Types of reports . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 22
The Select a Report Layout page . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 23
The Selection Layout page . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 24
Defining sections . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 25
The Select a Data Group page . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 26
Levels of data groups . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 26
First level . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 27
Second level . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 27
Third level . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 27
Expanding and collapsing categories . .
. . . . . . . . . . . . . . . . . . . . . . . . 28
The Select Data Items page . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 29
Box and button descriptions . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 30
Data item column descriptions . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 30
About No Pre-selection . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 31
Procedures for the Select Data Items page . . . . . . . . . . . . . . . . . . . . . . . 31
Filtering data group items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Sorting data group items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Moving data group items from one box to another . . . . . . . . . . . . . . . . . . . . 33
About removing items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Repositioning data group items . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Creating custom report headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
The Select Chart Format page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Select Chart Format field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 36
Available chart formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
The Select Table Format page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Avaya CMS R17 Supervisor Report Designer November 2013 5

Contents

Select Table Format field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 39

Example of a row-oriented report . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Example of a column-oriented report . . . . . . . . . . . . . . . . . . . . . . . . . . 40
The Change Input Captions page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Input Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
The Preview Option page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Two-section report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
The Save Report page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Save Report field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
The Finish page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Finish page field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Chapter 2: Using Report Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

About Report Manager . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 47
What is Report Manager? . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 47
The Reports Selector window . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 48
Buttons on the Report Selector window .. . . . . . . . . . . . . . . . . . . . . . . 48
Viewing or changing report properties . . .. . . . . . . . . . . . . . . . . . . . . . . 49
Copying a report to the designer category . . . . . . . . . . . . . . . . . . . . . . . . 49
Where to access your reports . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 50
Who can modify your reports . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 50
Procedure . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 50
Copying a designer report to a file . . . . .. . . . . . . . . . . . . . . . . . . . . . . 52
Copying a designer report from a file . . .. . . . . . . . . . . . . . . . . . . . . . . 53
Deleting a report from the designer category . . . . . . . . . . . . . . . . . . . . . . . 54
Opening Report Designer with Edit or New . . . . . . . . . . . . . . . . . . . . . . . 55

Chapter 3: Report Designer basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Report Designer menus . . . . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 57
Report . . . . . . . . . . . . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 58
Edit . . . . . . . . . . . . . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 59
Format . . . . . . . . . . . . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 60
Options . . . . . . . . . . . . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 61
Insert . . . . . . . . . . . . . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 62
Help . . . . . . . . . . . . . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 63
Other ways to access Help . .
. .. . . . . . . . . . . . . . . . . . . . . . . . . 63
Accessing online database definitions . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Starting Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
About user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Different ways to start Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . 65
Design Mode window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Exiting Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Creating a new report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

6 Avaya CMS R17 Supervisor Report Designer November 2013

 Contents

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Editing an existing report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Chapter 4: Design mode basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Copying an item and pasting the item into the same report . . . . . . . . . . . . . . . . 71
Copying and pasting items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Copying from a Designer report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Copying from a report that is not a Designer report . . . . . . . . . . . . . . . . . . . 72
Cutting an item . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 73
Deleting an item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Dragging and dropping to arrange items . . . . . . . . . . . . . . . . . . . . . . . . . 73
Resizing an item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Selecting multiple items . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . 74
Moving multiple items . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 74
Changing the width of a column in a table. . . . . . . . . . . . . . . . . . . . . . . . 75
Changing the column headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Aligning fields . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 76
Align menu items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
How to use align . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Scaling to page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Chapter 5: Edit | Inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

The Report Input fields . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 78
The Report Input window . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 78
The Define Input window . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 78
Example of input window . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 79
How CMS stores and retrieves data . .. . . . . . . . . . . . . . . . . . . . . . . . 79
Information about how to add input fields . . . . . . . . . . . . . . . . . . . . . . . . 80
Why define an input field? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Add only relevant information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Fields you do not define . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Input fields for pattern matching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
What is pattern matching? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Database items that allow search . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Using an asterisk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Using a question mark. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Using String as an input field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Input Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Adding input fields to the input window . . . . . . . . . . . . . . . . . . . . . . . . . 85
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Deleting input fields from the input window . . . . . . . . . . . . . . . . . . . . . . . . 86
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Avaya CMS R17 Supervisor Report Designer November 2013 7

Contents

Editing the order of input fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Editing the appearance of input fields . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Edit columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Setting up inputs for a multi-ACD report . . . . . . . . . . . . . . . . . . . . . . . . . 89
Types of multi-ACD reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Viewing the input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Chapter 6: Edit | Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

About queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
What are queries? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
About columns and rows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
The Query Assistant window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Query Assistant input fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Data Item definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Select a database and one or more tables for the query window . . . . . . . . . . . . . 96
Add the database items and calculations for the SELECT portion of the query window . . . 97
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Database Items or Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Choose functions for the SELECT items window . . . . . . . . . . . . . . . . . . . . . 98
Definition of function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Types of functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Enter the SQL WHERE criteria window . . . . . . . . . . . . . . . . . . . . . . . . . 99
Tips using this window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Field descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Specify all field joins for the tables window . . . . . . . . . . . . . . . . . . . . . . . . 101
Create a new query for a real-time report . . . . . . . . . . . . . . . . . . . . . . . . 101
Create a new query for a historical report . . . . . . . . . . . . . . . . . . . . . . . . 102
Create a new query for an integrated report . . . . . . . . . . . . . . . . . . . . . . . 104
Edit an existing real-time or historical query . . . . . . . . . . . . . . . . . . . . . . . 106
Edit an existing integrated query . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Copy a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Delete a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Chapter 7: Insert | Chart. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Information about how to insert charts . . . . . .. . . . . . . . . . . . . . . . . . . . 111
About inserting charts . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 111
About charts and tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
About fields and text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
About adding and removing items . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Stacked, % Axis, and Gradiant field descriptions. . . . . . . . . . . . . . . . . . . . 113
About the Chart Assistant window . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Column descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Inserting a chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

8 Avaya CMS R17 Supervisor Report Designer November 2013

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Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Chapter 8: Insert | Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Information about how to insert fields .. . . . . . . . . . . . . . . . . . . . . . . . . 119
About Field Assistant . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 120
Positioning a field . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 120
Editing a field . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 120
Using the Field Assistant window . . .. . . . . . . . . . . . . . . . . . . . . . . . . 120
Inserting an ACD Name field . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 121
Inserting Data Item fields . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 122
Before you begin . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 122
Procedure . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 122
Inserting Input Value fields . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 123
Inserting a Report Data Start Time field . . . . . . . . . . . . . . . . . . . . . . . . . 123
Inserting a Time Report Run field . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Chapter 9: Insert | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Positioning and editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Positioning text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Inserting text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Chapter 10: Insert | Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Positioning and editing tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Positioning a field on a table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Editing a table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Inserting a table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Chapter 11: Format | Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Information about how to format charts . . . . . . . . . . . . . . . . . . . . . . . . . 132
What are charts? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
About the Chart Format Options window . . . . . . . . . . . . . . . . . . . . . . . . 133
How to access the window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
How your changes affect others . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
General tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Changing general chart parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Axis tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Axis tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Axis Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Changing axis titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Avaya CMS R17 Supervisor Report Designer November 2013 9

Contents

Data tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Data tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Adding, removing, or rearranging data items . . . . . . . . . . . . . . . . . . . . . . . 141
Data Labels tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Data Labels tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Defining data labels on data points . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Fonts tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Fonts tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Changing fonts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Legend tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Legend tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Formatting the chart legend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Series Labels tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Series Labels tab option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Editing data item headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Title tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Title tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Formatting the title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Type tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Type tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Selecting a chart type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
3D Effects tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
3D Effects tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Controlling the 3D appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Chapter 12: Format | Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Information about how to format tables . . . . . . . . . . . . . . . . . . . . . . . . . 156
About the Table Format Options window . . . . . . . . . . . . . . . . . . . . . . . . 156
Accessing the Table Format Options window . . . . . . . . . . . . . . . . . . . . . . 156
How your changes affect others . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
General tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Using the General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Data tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Data tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Using the Data tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Fonts tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Fonts tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Using the Fonts tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Format tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Format tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Using the Format tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Headers tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

10 Avaya CMS R17 Supervisor Report Designer November 2013

 Contents

Headers tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Using the Headers tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Sort tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Sort tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Using the Sort tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Viewing a list of agents alphabetically . . . . . . . . . . . . . . . . . . . . . . . . . 166
Searching for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Summary tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Summary tab options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Using the Summary tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Chapter 13: Format | Field. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

The Field Format Options window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Field Format Options field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 170
Creating or changing a label for the field . . . . . . . . . . . . . . . . . . . . . . . . . 171
Editing the format of a field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Chapter 14: Format | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

The Text Format Options window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Text Format Options parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Formatting text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Appendix A: Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Phase 1 error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Phase 2 historical report error codes . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
List of phase 2 error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Phase 3 real-time report error codes. . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
List of phase 3 error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Appendix B: How CMS stores and retrieves data . . . . . . . . . . . . . . . . . . . . 183

How CMS stores data . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Table . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Database items . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Row . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Index . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . 184
How CMS retrieves data . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Three types of information . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . 184
How to tell CMS to retrieve data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Identify rows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Indexes for search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
About creating new database tables . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Avaya CMS R17 Supervisor Report Designer November 2013 11

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Appendix C: Report Designer examples . . . . . . . . . . . . . . . . . . . . . . . . . 187

Creating an integrated report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Modifying an integrated report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Creating an expanded AUX reason code report . . . . . . . . . . . . . . . . . . . . . 190

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

12 Avaya CMS R17 Supervisor Report Designer November 2013

Preface

This section contains the following topics:

● Purpose on page 13
● Audience on page 13
● Reasons for reissue on page 13
● Documentation Web sites on page 13
● Support on page 14

Purpose
Avaya Call Management System Supervisor Report Designer describes what you need to know
to create new reports and to edit existing reports through Report Designer and Report Wizard.

Audience
This guide is intended primarily for those who use CMS Supervisor. You should use this guide
as an information source for creating and modifying CMS Supervisor reports.

Reasons for reissue

No changes have been made to this document in this release.

Documentation Web sites

All CMS documentation can be found at [Link] New issues of CMS
documentation will be placed on this Web site when available.

Avaya CMS R17 Supervisor Report Designer November 2013 13

Preface

Use the following Web sites to view related support documentation:

● Information about Avaya products and service
[Link]
● Sun hardware documentation
[Link]
● Dell hardware documentation
[Link]

Support
Contacting Avaya technical support
Avaya provides support telephone numbers for you to report problems or ask questions about
your product.
For United States support:
1- 800- 242-2121
For international support:
See the Support Directory listings on the Avaya Web site.

Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent service
issues.

14 Avaya CMS R17 Supervisor Report Designer November 2013

Chapter 1: Report Wizard

This section describes the Report Wizard windows and provides an overview of the steps.

Organization of general information

This section contains the following general information:
● About the Report Wizard on page 16
● The Select a Report Type page on page 21
● The Select a Report Layout page on page 23
● The Selection Layout page on page 24
● The Select a Data Group page on page 26
● The Select Data Items page on page 29
● The Select Chart Format page on page 35
● The Select Table Format page on page 38
● The Change Input Captions page on page 41
● The Preview Option page on page 42
● The Save Report page on page 43
● The Finish page on page 45

Organization of procedures
Report Wizard contains the following procedures:
● Overview of Wizard steps on page 19
● Starting Report Wizard on page 20
● Procedures for the Select Data Items page on page 31

Avaya CMS R17 Supervisor Report Designer November 2013 15

About the Report Wizard
This section includes the following topics:
● What is Report Wizard? on page 16
● Report Wizard and Report Designer on page 16
● Facts about Report Wizard on page 16
● Report Wizard command buttons on page 18

What is Report Wizard?

Report Wizard is a supplement to Report Designer and is available only if you have purchased
Report Designer. The Report Wizard feature delivers user assistance, by way of a wizard, to
quickly and easily generate new customized reports. The wizard provides instructional help that
guides you through a series of tasks that create a new customized report.

Report Wizard and Report Designer

All reports created with Report Wizard have the same designation and accessibility as those
created in Report [Link], reports created by Report Wizard are referred to as Report
Designer reports. This means that reports created by Report Wizard will be accessible only by
Avaya Call Management System (CMS) Supervisor users.

Facts about Report Wizard

The following list provides general facts about Report Wizard:
● Report Wizard can access all database items and standard calculations.
Although you can access all database items and standard calculations, you cannot create
new calculations or link fields together with math functions by way of the Report Wizard.
However, Report Designer allows you to create new calculations and link fields together
with math functions for reports that you create in the Report Wizard.
● Report Wizard can create a report with charts and tables.
With the Report Wizard you will be able to create a report that contains the following
representations:
- One or two charts

16 Avaya CMS R17 Supervisor Report Designer November 2013

 - One or two tables
- One chart and one table
To enter text or fields containing one data item, use Report Designer.
● Report Wizard does not display queries and database table names used to generate a
report.
If you need to see this type of information, use Report Designer.
● Report Wizard provides access to database item definitions.
While in the Select Data Items page of the Report Wizard, you can view the definition of a
database item or calculation.
● Report Wizard does not allow you to edit a completed report.
Report Wizard is designed to create only new reports. To edit a completed report, use
Report Designer.
● Report Wizard does not allow reentry.
Report Wizard does not allow you to leave and then reenter to finish a partially-completed
report. Use Report Designer to make changes to a report created and saved in Report
Wizard.
The following two points apply to CMS Releases 16.2 and later:
● Administrable Agent Group Report Flag
A custom agent group report could fail if there are more than 30 agents in the group and the
“Agent groups > 30 members” flag is set to “n”. The system displays the error message
“Agent Group size exceeds allowable limit.” This flag is administered only through the
server ASCII interface in the Report Administration screen under the Maintenance selection
from the main menu. See section Administering Report Properties in Avaya CMS
Administration for more information on this topic.
● Administrable Historical Report Timeout Value
A system-wide time limit can be administered that will cause the CMS server to reject a
custom historical report if it takes longer than the limit to run. If the report is rejected, the
system displays the error message “Report timed out.” The timeout value is administered
only through the server ASCII interface in the Report Administration screen under the
Maintenance selection from the main menu. A timeout value of “never” means there is no
timeout value. See section Administering Report Properties in Avaya CMS Administration
for more information on this topic.

Avaya CMS R17 Supervisor Report Designer November 2013 17

Report Wizard command buttons
Each page of the Report Wizard contains command buttons to help you navigate through
wizard and define your report. The following table provides an explanation of these command
buttons.

Command Action
button

Back Returns to the previous page. When you back up to previous pages,
Report Wizard retains the values you entered unless you back up to a
previous page and make changes that impact ensuing pages.
Next Moves to the next page in the sequence, maintaining whatever
settings you provided on the previous pages.
Finished Applies your settings, or the default settings, from all pages and
completes the task.
Cancel Discards any selections you have made if you have not saved the
report, terminates the process, and closes the Report Wizard.
If you saved the report before you selected Cancel, the Report Wizard
is closed; however, you will be able to run or edit the report in Report
Designer.
Help Provides information about the page.
Data Item Provides a definition for the selected database item or calculation.
Definition
Moves up one database item or calculation in the list of Selected Data
Items.

Moves down one database item or calculation in the list of Selected

Data Items.

Removes a database item or calculation from the Selected Data Items

list.

Adds a database item or calculation to the Selected Data Items list.

Edit Item Use to edit a database item heading.

Heading
Preview Captures a screen shot of your report as it is currently defined.

18 Avaya CMS R17 Supervisor Report Designer November 2013

Overview of Wizard steps
The following chart describes the steps Wizard takes you through.

Avaya CMS R17 Supervisor Report Designer November 2013 19

Starting Report Wizard
This section includes the following topics:
● Before you begin on page 20
● Starting with the toolbar icon on page 20

Before you begin

You can access Report Wizard only when Report Designer is activated on the Avaya Call
Management System (CMS) server, and when you have the appropriate permissions to access
Report Designer.

Starting with the toolbar icon

If you have purchased Report Designer, a toolbar icon will be displayed on the Controller
window’s toolbar.

Report Wizard
toolbar button
To start with the toolbar icon:
1. Select the Report Wizard toolbar icon.
The Report Wizard is displayed.
2. Select Next after you complete each page.

Related topics
For more information about each page, see any of the following topics:
● The Select a Report Type page on page 21
● The Select a Report Layout page on page 23
● The Selection Layout page on page 24
● The Select a Data Group page on page 26

20 Avaya CMS R17 Supervisor Report Designer November 2013

 ● The Select Data Items page on page 29
● Procedures for the Select Data Items page on page 31
● The Select Chart Format page on page 35
● The Select Table Format page on page 38
● The Change Input Captions page on page 41
● The Preview Option page on page 42
● The Save Report page on page 43
● The Finish page on page 45

The Select a Report Type page

Your first task is to select a report type. The report type determines whether the data in the
report is real-time, integrated or historical. For example, if you select a real-time report, you will
not be able to specify historical data in the report.

Example

Avaya CMS R17 Supervisor Report Designer November 2013 21

Types of reports
The following table provides information about each type of report.

Report Description

Real-Time Reports that refresh in real time. Real-time reports are reports that
display current ACD call activity on agents, splits/skills, trunks, trunk
groups, vectors, and vector directory numbers (VDNs) for the current
interval (15, 30, or 60 minutes). Current intrahour interval real-time
reports are periodically updated as data changes during the interval.
Integrated Reports that refresh in real-time and show information that is
accumulated from any point in time in the past 24 hours of ACD,
agent, split/skill, trunk, trunk group, vector, and VDN activities.
Historical Reports that give information tabulated over a period of time. Historical
reports display past ACD data for various agent, split/skill, trunk, trunk
group, vector, or VDN activities. You must select a historical report if
you want to include the following data:
● Exceptions
● Call Work Code
● Agent Trace
● Call Record

22 Avaya CMS R17 Supervisor Report Designer November 2013

The Select a Report Layout page
Your second task is to choose a report layout. The layout determines how your data will be
represented in the report. Report layouts can be charts, tables, or both. Charts provide a
graphical representation of data, and tables provide data in columns and rows. Select on the
icon the represents the layout you want.

Avaya CMS R17 Supervisor Report Designer November 2013 23

The Selection Layout page
The Selection Layout page lets you choose which section of the report you want to design.
Report Wizard will take you to this page only if you selected a report layout that contains a table
and a chart, two tables, or two charts.

Example

24 Avaya CMS R17 Supervisor Report Designer November 2013

Defining sections
The following table describes the sections of the report.

Description Example

A section that is pressed, with an

arrow pointing to it, is the section you
are about to define.

A section that is not pressed, without

an arrow, is the section you have not
defined.

Avaya CMS R17 Supervisor Report Designer November 2013 25

The Select a Data Group page
This section includes the following topics:
● Levels of data groups on page 26
● Expanding and collapsing categories on page 28
Use the Select a Data Group page to select the data you want for this report.
The Select a Data Group page provides only those data groups specific to the type of report
you chose earlier, and the current section you want to define. For example, if you selected
historical on the Select a Report Type page, and table on the Select a Report Layout or
Selection Layout page, you will select data groups only for a historical table.

Example

Levels of data groups

The data groups available are placed in a tree view structure. There can be up to three levels of
data, the last level containing the individual data groups. From this tree view structure, you will
select an individual data group for the section you want to define.

26 Avaya CMS R17 Supervisor Report Designer November 2013

 This section includes the following topics:
● First level on page 27
● Second level on page 27
● Third level on page 27

First level
The first level is the highest classification level of data. For example, the highest classification
levels of data for a real-time table are Agent, Split/Skills (multiple), Trunk Group, VDN (single),
VDNs (multiple), and Vectors.

Second level
The second level is a breakdown of the first classification level of data. For example, the second
level of data for the Split/Skills (multiple) category are Multi-ACD, Top Agent Skills Information,
Expected Wait Time at each priority, Number of Agents in AUX Work States, Performance, Type
of Agents Staffed, and No Pre-selection. Individual data groups are also contained under this
level of data.

Third level
The third level is a breakdown of the second classification levels of data. For example, the third
level of data for the Split/Skills (multiple) Top Agent Skills Information category is Top Agents

Avaya CMS R17 Supervisor Report Designer November 2013 27

 Staffed and No Pre-selection. If there are three levels of data, the individual data groups will be
listed under the third level.

Expanding and collapsing categories

Categories of data and sub-categories of data can be expanded (represented with a plus sign)
and collapsed (represented with a minus sign). By default, when the Select a Data Group page
of the wizard appears, one category will be expanded with one data group selected. The default
is based on the information (report type and report layout) that you provided to the wizard
previously.

28 Avaya CMS R17 Supervisor Report Designer November 2013

The Select Data Items page
This section includes the following topics:
● Box and button descriptions on page 30
● Data item column descriptions on page 30
● About No Pre-selection on page 31
Use the Select Data Items page to select the specific types of data from the CMS databases
that you want displayed in your report.

Related topic
For information on how to perform all the available tasks on this page, see Procedures for the
Select Data Items page on page 31.

Example

Avaya CMS R17 Supervisor Report Designer November 2013 29

Box and button descriptions
The following table describes the box and buttons on the Select Data Items page.

Box or button Description

Display Data Group items Use this field to display only specific items in both
that contain columns of the Available Data Items box.
For more information, see Filtering data group items on
page 32.
Available Data Items Contains all the data items associated with the data
group. This list allows you to add data items to the
Selected Data Items box.
Data Item Definition If you highlight a data item in the Available Data Items
box and select this button, Report Wizard displays a
topic in Help that defines the data item.
Selected Data Items Contains the predefined database items and
calculations from the Available Data Items box that
you want in your report.
Edit Item Heading If you highlight an item heading in the Selected Data
Items box, and select this button, you can change the
item heading.

Data item column descriptions

The following table describes the data item column on the Select Data Items page.

Data item columns Column description

Item Heading Lists the default heading for the database item or
calculation. The item heading is the heading used in
standard CMS reports.
Data Item Lists the database item or calculation (internal name).

The system displays icons if the data type is alphanumeric or has a graphical representation.
Synonyms that are defined for data items are in parenthesis.

30 Avaya CMS R17 Supervisor Report Designer November 2013

About No Pre-selection
If you chose the No Pre-selection data group on the Select a Data Group page, the Selected
Data Items list view will not be populated with preselected data. However, the Available Data
Items list view will contain all the data items available for your report. To select the data items
for your report, you need to manually add them from the Available Data Items list view to the
Selected Data Items list view. You must have at least one database item or calculation in the
Selected Data Items list view before the wizard will let you proceed.

Procedures for the Select Data Items page

From the Select Data Items page, you can do the following tasks:
● Filtering data group items
● Sorting data group items
● Moving data group items from one box to another
● Repositioning data group items
● Creating custom report headings

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Filtering data group items
To filter data group items:
1. In the Display Data Group items that contain box, enter the characters of the data items
that you want Report Wizard to display.

Example:
If you want to list only those data group items that contain the text logonsk, enter
logonsk
1. To re-display all data group items available to the data group, delete all text in the Display
Data Group items that contain box.

Sorting data group items

To sort the data group items, select the Item Heading column or the Data Item column.
All data group items are sorted alphabetically.

32 Avaya CMS R17 Supervisor Report Designer November 2013

Moving data group items from one box to another
To move data group items from the Available Data Items box to the Selected Data Items box
and vice versa, do the following tasks:

To move Then

From the Available Data Items Select one or more data items in
box to the Selected Data Items the Available Data Items box,
box and select the right arrow.
From the Selected Data Items Select one or more data items in
box to the Available Data Items the Selected Data Items box,
box and select the left arrow.

Tip:
Tip: You can also double-click an item to move it into the other box.

About removing items

Consider the following when removing items:
● If you remove a calculation from the Available Data Items box, you will have to back up to
the Select a Data Group page and reselect the data group to have the calculation appear in
the list again.
● When you remove one or more data group items, ensuing data group items are shifted up
accordingly.
● If you remove all the data group items in the Selected Data Items box, Report Wizard
disables Next, and you cannot move to the next page of the wizard. You must leave one or
more data group items listed in the Select Data Items box.

Avaya CMS R17 Supervisor Report Designer November 2013 33

Repositioning data group items
You can reorganize data group items through the following methods.

To move items Then

Up Highlight one or more data group items and

then select the up arrow.
Down Highlight one or more data group items and
then select the down arrow.

Report Wizard enables up and down arrows only when data group items are selected in the
Selected Data Items box.

Creating custom report headings

To change the data item heading:
1. Select the specific data item heading.

2. Select Edit Item Heading.

3. Enter the new heading.

34 Avaya CMS R17 Supervisor Report Designer November 2013

The Select Chart Format page
This section includes the following topics:
● Select Chart Format field descriptions on page 36
● Available chart formats on page 36
Use the Select Chart Format page to define the format of your chart. The default is a vertical
2D bar chart that displays the data by value.

Example

Avaya CMS R17 Supervisor Report Designer November 2013 35

Select Chart Format field descriptions
The following fields are located on the Select Chart Format page.

Field Description

Show Value Displays your data as a numeric value.

Show Percentage Displays your data as a percentage.
Display Legend Displays a legend of the data items in the right
corner of the chart.
Display Data Labels Displays the data labels on your report. The data
labels are displayed as either values or
percentages.
Use First data item as chart Uses the first data item as the title.
title

Available chart formats

You can use any of the following chart formats.

2D Vertical Bar 3D Horizontal Bar 2D Stacked Area

Chart Chart Bar Chart

2D Horizontal Bar 3D Vertical Stacked 2D Pie Bar Chart

Chart Bar Chart

36 Avaya CMS R17 Supervisor Report Designer November 2013

 2D Vertical Stacked 3D Horizontal 3D Vertical Bar
Bar Chart Stacked Bar Chart Chart

2D Horizontal 3D Line Chart 3D Pie Chart

Stacked Bar Chart

2D Line Bar Chart 3D Stacked Area 3D Vertical Cluster

Chart Bar Chart

Avaya CMS R17 Supervisor Report Designer November 2013 37

The Select Table Format page
This section includes the following topics:
● Select Table Format field descriptions on page 39
● Example of a row-oriented report on page 39
● Example of a column-oriented report on page 40
Use the Select Table Format page to define the characteristics of your table layout.

Example

38 Avaya CMS R17 Supervisor Report Designer November 2013

Select Table Format field descriptions
The following fields are located on the Select Table Format page.

Field Description

Fill Table by Row Displays your data items horizontally. See

Example of a row-oriented report.
Fill Table by Column Displays your data items vertically. See Example of
a column-oriented report.
Display Grid Lines The report will display grid lines to separate the
data.

Example of a row-oriented report

The following is an example of a row-oriented report.

Avaya CMS R17 Supervisor Report Designer November 2013 39

Example of a column-oriented report
The following is an example of a column-oriented report.

40 Avaya CMS R17 Supervisor Report Designer November 2013

The Change Input Captions page
When you are finished defining all report sections, the Change Input Captions page is
displayed. This page allows you to change the input prompts that will appear in the Report
Input window of your new report.

Example

Input Prompts
The number of entries you see displayed in the Change Input Captions page will depend on
the data group you assigned to each section of your report. From this page, you can change the
input captions, but not the inputs that will appear in your report.

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The Preview Option page
The Preview Option page allows you to preview what you have defined for your report and exit
the preview. You can use Back to modify the report section.
A previewed version of a report contains real data for each completed section; however, if the
report is designated as real-time, then there will be no refresh of data. The only option while in a
previewed version of a report is to exit the preview.

Example

Two-section report
When you preview the first section of the report, you will be prompted to provide input values for
that section. When you preview the second section of the report, you will be prompted to
provide input for both sections.

42 Avaya CMS R17 Supervisor Report Designer November 2013

The Save Report page
Use the Save Report page to save your report and define who has permission to access your
report. Your report will be saved when you enter a report name and select Next. The report type
and data group selections you made for your report will determine the category your report will
be saved under. For example, Real-Time.
You are not required to save your report at this time. If you do not save your report, Report
Wizard will still allow you to advance to the next page.

! Important:
Important: If you do not enter a report name, your report will not be saved when you
advance to the Finish page. Report Wizard will discard your report if you do not
save your report on either the Save Report page or the Finish page.

Example

Avaya CMS R17 Supervisor Report Designer November 2013 43

Save Report field descriptions
The following table describes the fields on the Save Report page.

Field Description

Report Name Allows you to enter a name for your report. If there is
an existing report with the same name, and you are
not the owner of this report, Report Wizard will not
allow you to overwrite the existing report.
Report Provides a space for you to write a description of
Description your report.
Everyone Anyone can run the report and copy the report
design.
The CMS user permission structure is still
applicable.
Only Me The only users that can run the report and copy the
design are you and CMS administrators.

44 Avaya CMS R17 Supervisor Report Designer November 2013

The Finish page
When all the required tasks are completed to create a report, you will have to determine
whether you want to run the report, edit the report with Report Designer, or exit without doing
anything.

Example

Finish page field descriptions

The following fields are located on the Finish page.
● Run Report for ACD - Allows you to select the ACD for your report.
● Run Report - When you run your report from the Finish page of the Report Wizard, it will run
with the appropriate inputs, access the CMS database, and produce real data. You will run a
live report.
If you run an unsaved report you will be prompted to save the report upon its completion. The
report will be saved as a Report Designer report and placed in the appropriate folder (real-time,
historical, or integrated). If you elect not to save your report, you can select Exit, to close the
report or you can select Return to return to the running report.

Avaya CMS R17 Supervisor Report Designer November 2013 45

 ● Edit Report in Report Designer - When you choose to edit your report from the Finish
page, Report Designer starts. All edits to your report are now done through Report Designer.
Select the Back button on the wizard pages to edit your report with the Report Wizard.
● Run or Edit report at a later time - Select this option to exit Report Wizard without running
your report or editing your report. This option is unavailable if you have not entered a report
name for your report.
There are two ways to exit Report Wizard:

Option 1 Option 2

Select Run or Edit report at a Select Cancel.

later time, and select Finish. If your report has not been
saved, Report Wizard will discard
your report. Report Wizard will
warn you if you try to cancel
without first saving your report.

46 Avaya CMS R17 Supervisor Report Designer November 2013

Chapter 2: Using Report Manager

This section describes how to use Report Manager of the Avaya Call Management System
(CMS) Supervisor application.

Organization of general information

About Report Manager on page 47

Organization of procedures
This section includes the following procedures:
● Viewing or changing report properties on page 49
● Copying a report to the designer category on page 49
● Copying a designer report to a file on page 52
● Copying a designer report from a file on page 53
● Deleting a report from the designer category on page 54
● Opening Report Designer with Edit or New on page 55

About Report Manager

This section includes the following topics:
● What is Report Manager? on page 47
● The Reports Selector window on page 48
● Buttons on the Report Selector window on page 48

What is Report Manager?

Report Manager is a feature of the Supervisor application that allows you to view report
properties, copy reports, and access Report Designer to edit reports or create new reports.

Avaya CMS R17 Supervisor Report Designer November 2013 47

The Reports Selector window

Buttons on the Report Selector window

Use the buttons on the Report Selector window to do the following tasks:

Button Use to …

Script Choose from any number of Windows scripts that

you have installed on your PC.
Properties Manage the standard CMS and Supervisor reports.
Copy Copy reports to the Designer category for editing.
Delete Delete reports from the Designer category. You
cannot delete standard CMS, CMS custom, and
standard Supervisor reports.
Help Opens the context-specific help for the current
window.
Edit Edit the reports.

48 Avaya CMS R17 Supervisor Report Designer November 2013

 Button Use to …

New Create a new Designer report from scratch.

Cancel Cancels any changes or additions you have made
since the last time you selected OK.

Viewing or changing report properties

Report Manager gives you the ability to view report properties, such as the report name,
description, owner, type, folder, category, permissions; as well as the folder the report is stored
in.
To view the report properties:
1. Open the Report Selector window.
2. Select the report for which you want to view properties.
3. Select Properties.
The Properties window for the report is displayed.
4. To change the name, description, or owner of a report, place the cursor in the appropriate
field and make your edits.
5. To specify who can see the report, select either Everyone or Only Me.
6. When you are done making your changes, select OK to save the changes.
If you attempt to give a report the same name as an existing designer report, the Report
Already Exists window is displayed. This window allows you to overwrite the existing report
or to give the report you want to save a different name.

Copying a report to the designer category

Use Report Manager to copy a report from any category into the Designer category of any
folder. The categories can be Agent, Other, Queue/Agent, Split/Skill, Trunk/Trunk Group, VDN,
Vector, Custom, or Designer. Folders can be Real-Time, Historical, or Integrated.
This section includes the following topics:
● Where to access your reports on page 50
● Who can modify your reports on page 50

Avaya CMS R17 Supervisor Report Designer November 2013 49

 ● Procedure on page 50

Where to access your reports

You can access reports that you create or edit with Report Designer only from the Supervisor
interface to the CMS server. Therefore, if you edit an CMS custom report with Report Designer,
changes to that report will not be available when the report is run from the Terminal Emulator or
from another terminal interface to the CMS.

Who can modify your reports

No CMS user other than a user with CMS administration permissions can modify a report
design you create regardless of whether the report is accessible by all or only by you. A user
with CMS administration permissions always has the ability to modify your report design, even if
you make it available only to yourself.

Procedure
To copy a report:
1. Open the Report Selector window.
2. Select the report that you want to copy.
3. Select Copy.
The Copy Report window is displayed. This window allows you to select where you want to
copy the report. You can copy the report to the Designer category, to a PC file, or from a PC
file to the CMS server.
4. Select To Designer Category.
5. Select OK.
The Copy Report To Designer window is displayed. This window allows you to define the
name, description, folder, and scope of the report.
6. Enter a name for your report in the Name field. The name can have up to 40 alphanumeric
characters, including blanks. Because the name you give your report should be unique, you
may want to look at existing report names before you enter a name for your report.

50 Avaya CMS R17 Supervisor Report Designer November 2013

 7. Move the cursor to the Description field and enter a description of the report.
The description can have up to 100 alphanumeric characters, including blanks. It is not
required that you enter a report description.
Do not use the following characters in your description of the report:
● \ (backslash)
● ; (semicolon)
● ’ (grave accent)
● ~ (tilde)
● " (double quote)
● | (pipe)
● * (asterisk)
● ? (question mark)
8. Move the cursor to the Folder field. Use the pull-down list to select Real-Time, Historical,
or Integrated.
The report is stored in the Designer category of the folder you select here.
When you edit the report, you will access the database for the folder you select here. If you
select real-time, you will not be able to access the historical database tables to define
queries for the report. If you select historical, you will not be able to access the real-time
database tables to define queries for the report. However, if you select integrated, you will
be able to access both the real-time and historical databases to define queries for the
report.
You must select the historical or integrated folder if you want to include the following items:
● Exceptions data
● Agent trace data
● Call record data

Avaya CMS R17 Supervisor Report Designer November 2013 51

 9. Do one of the following tasks:

If … Then …

You want your report to be Select Everyone.

available to everyone
You want your report to be Select Only Me.
available only to you

It is a good idea to initially make your reports available only to yourself until they have been
debugged and run successfully. This prevents the possibility of other users running reports
that you have saved but not yet tested.
For more information about assigning access, see Who can modify your reports on
page 50.
10. Select OK to save the report properties.

Tip:
Tip: After you have copied the report to the designer category, you can use Edit to
access Report Designer and edit the report.

Copying a designer report to a file

Use the Copy button on the Report Selector window to copy any designer report that you
create to a file that resides on diskette, on your hard drive, or on a network drive. You can use
this feature to easily transport designer reports from one PC to another.
If a report was created by Avaya Inc. Professional Services, only a user with CMS services
permissions can copy the report.
To copy a report, do the following steps:
1. Open the Report Selector window.
2. Select the Designer Category.
3. Select the designer report that you want to copy.
4. Select Copy.
The Copy Report window displays with the To a PC File option enabled. This window
allows you to select where you want to copy the report. You can copy the report to the
Designer category, to a PC file, or from a PC file to the CMS server.
5. Select To a PC File.

52 Avaya CMS R17 Supervisor Report Designer November 2013

 6. Select OK.
The Save Report to PC File window is displayed.
This window is a standard Windows browse window.
7. Select the file name and folder to which you want to save the report.
● You can copy the report to any drive to which you have access, including the floppy drive
on your PC. This is usually a:\.
● To save the report to a network drive, select Network. This will allow you to access the
network drives where you have permissions.
8. Select OK.
The file is saved and, upon successful completion of the save, a confirmation window
displays.

Copying a designer report from a file

Use Report Manager Copy to copy any designer report that has been saved to a file, either on
diskette or on a network drive, onto the CMS server.
To copy a report from a file to the server:
1. Open the Report Selector window.
2. Select Copy.
The Copy Report window is displayed. This window allows you to select where you want to
copy the report. You can copy the report to the Designer category, to a PC file, or from a PC
file to the CMS server.
3. Select From a PC File to the CMS Server.
4. Select OK.
The Load Report From PC File window is displayed.
This window is a standard Windows browse window.
5. Select the file that you want to copy to the CMS server.
6. Select OK.
The file is copied to the CMS server and, upon successful completion of the copy, a
confirmation window displays.
7. Do one of the following tasks:
● Select Overwrite the existing report to replace the report that currently resides on the
CMS server.

Avaya CMS R17 Supervisor Report Designer November 2013 53

 ● Select Save the report being copied as and enter a new name for the report if you want
to retain the version of the report that currently resides on the CMS server.

Deleting a report from the designer category

Report Manager allows you to delete any report that resides in the designer category except
reports purchased from Professional Services. You cannot delete any of the standard CMS,
CMS custom, or standard Supervisor reports. Standard reports are reports that reside in the
Agent, Other, Queue/Agent, Split/Skill, Trunk/Trunk Group, VDN, Vector, and Custom
categories.
To delete a designer report:
1. Open the Report Selector window.
2. Select the Designer category under any tab.
3. Highlight the name of the report that you want to delete.
4. Select Delete.
A message confirming the delete displays.
5. Select OK to delete the report.

54 Avaya CMS R17 Supervisor Report Designer November 2013

Opening Report Designer with Edit or New
Use one of the following methods to open Report Designer.

If you want to open from … Then …

Report Manager Select a report from the designer

category and do one of the
following tasks:
● Select Edit.
● Select New to create a new
report.
A report output window Select Design from the Report
menu on the report.
Report Wizard Open from the last page.

Avaya CMS R17 Supervisor Report Designer November 2013 55

56 Avaya CMS R17 Supervisor Report Designer November 2013
Chapter 3: Report Designer basics

This section outlines the features of Report Designer and describes its general use.

Organization of general information

Report Designer menus on page 57

Organization of procedures
This section includes the following procedures:
● Accessing online database definitions on page 64
● Starting Report Designer on page 65
● Exiting Report Designer on page 66
● Creating a new report on page 67
● Editing an existing report on page 69

Report Designer menus

This section describes Report Designer menus and includes the following topics:
● Report on page 58
● Edit on page 59
● Format on page 60
● Options on page 61
● Insert on page 62
● Help on page 63

Avaya CMS R17 Supervisor Report Designer November 2013 57

Report
The following is a description of the Report menu.

Menu item Function

Run Takes you out of design mode and runs your report. You will use Run to
test the changes or additions you have made to a report.
Save Saves your report.
Save As Saves your report with a new name or with the current name.
Exit Closes Report Designer without saving your changes and additions. You
are prompted to save any changes you made.

58 Avaya CMS R17 Supervisor Report Designer November 2013

Edit
The following is a description of the Edit menu.

Menu item Function

Undo Cut/ Undo a cut or deletion.

Delete
Undo Align Undo an alignment you made.
Controls
Cut Remove an item from the report and place it on the Windows clipboard.
Copy Copy the items that you have selected on the report and place it on the
Windows clipboard. You can copy only entire tables and entire charts,
not a portion of a table or chart. If you want to rearrange the order of the
columns on a grid, use the Format Table window.
You can copy from one report to another report. To do so, complete
these steps:
1. Open the report from which you want to copy.
2. Select the items that you want to copy.
3. Select Copy from the Edit menu.
4. Open the report to which you want to copy.
5. Select Paste from the Edit menu.
Paste Place one or more items currently on the Windows clipboard into the
report that is currently selected in Design Mode.
Delete Remove the currently-selected items from the report.
Align Align multiple fields according to the controls in the Align Controls
Controls dialog box. This option is enabled only when multiple fields are selected.

Avaya CMS R17 Supervisor Report Designer November 2013 59

 Menu item Function

Inputs Start the Select Inputs assistant, which enables you to choose the
items that will be included on the report input window for this report.
For instructions on how to use the Select Inputs assistant, see Edit |
Inputs on page 77.
Queries Start the Create a Query assistant, which is where you define the SQL
queries that will be used to retrieve the data to be displayed on the
report.
For instructions on how to use the Create a Query assistant, see Edit |
Queries on page 93.

Format
The following is a description of the Format menu.

Menu item Function

Chart Opens the Chart Format Options window. Use this window to format
charts on reports.
For more information about the Chart Format Options window, see
Format | Chart on page 131.
Field Opens the Field Format Options window. Use this window to format
fields defined in queries.
For more information about the Field Format Options window, see
Format | Field on page 169.
Table Opens the Table Format Options window. Use this window to format
tables on reports.
For more information on the Table Format Options window, see Format
| Table on page 155.

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 Menu item Function

Sort by Opens the Table Format Options window with the Sort by tab active.
Use this window to access the General and Sort by tabs to format
tables on reports.
For more information on the Table Format Options window, see Format
| Table on page 155.
Text Opens the Text Format Options window when a text item on the report
is selected. Use this window to change the font display characteristics
for the selected text.
For more information on the Text Format Options window, see Format |
Text on page 173.

Options
The following is a description of the Options menu.

Menu item Function

Status Bar Include a status bar on the bottom of the report you want to design. A
check mark next to the menu item means that you have selected Status
Bar.
Align To Grid Align the currently-selected items on the report to the Design Mode grid
when they are moved. The Design Mode grid is the grid that is shown on
the window behind any charts, tables, or text, when you are in Design
Mode. Align To Grid is selected when there is a check mark next to the
menu item.

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Insert
The following is a description of the Insert menu.

Menu item Function

Chart Opens the Chart Assistant, which is where you define the contents of a
chart. A chart is a graphical presentation of the report information.
This menu item is unavailable if no queries have been defined.
For more information about the Chart Assistant, see Insert | Chart on
page 111.
Field Opens the Field Assistant, which is where you define the contents of a
field to be placed on the report.
For more information with the Field Assistant, see Insert | Field on
page 119.
Table Opens the Table Assistant, which is where you define the contents of a
table to be placed on the report. A table is a standard Avaya Call
Management System (CMS) report presentation format.
This menu item is unavailable if no queries have been defined.
For more information with the Table Assistant, see Insert | Table on
page 127.
Text Opens the Text Assistant, which is where you can enter plain text that
will appear on the report.
For more information with the Text Assistant, see Insert | Text on
page 125.

62 Avaya CMS R17 Supervisor Report Designer November 2013

Help
The following is a description of the Help menu.

Menu item Function

Contents Opens the Help Topics dialog for Report Designer.

Technical Support Opens a window that provides technical support information.
About Avaya CMS Opens the Supervisor Help About window, which shows the
Supervisor software version number.

Other ways to access Help

You can access Supervisor Help from all of the windows in Report Designer. You can also use
one of the following ways to access Help:
● Press F1.
● Select Help (if available).
These methods will provide Help that is specific to the current window.

Avaya CMS R17 Supervisor Report Designer November 2013 63

Accessing online database definitions
Report Designer provides access to online database item definitions when you want to add
database items and calculations to a query. With this feature, you do not have to refer to
hard-copy documentation to learn about database items and calculations.

Example

Procedure
To access the online database item definitions:
1. From a Query Assistant window, highlight the data group item or calculation for which you
want a definition.
2. Select Data Item definition located under the Calculations box.

64 Avaya CMS R17 Supervisor Report Designer November 2013

Starting Report Designer
This section includes the following topics:
● About user permissions on page 65
● Different ways to start Report Designer on page 65
● Design Mode window on page 66

About user permissions

To access Report Designer and to run Designer reports, you must have read and write
permissions assigned for Custom Reports. These permissions are set with the User
Permissions tool.
For more information about user permissions, see the Avaya CMS Administration document.

Different ways to start Report Designer

Use one of the following methods to start Report Designer:
● Select a report from the Designer category in any folder and select Edit on the Reports
Selector window.
● Select New on the Reports Selector window to create a new report.
● Run a report and then select Design from the Report menu on the report.
● Enter Report Designer from the final page of the Report Wizard.

Avaya CMS R17 Supervisor Report Designer November 2013 65

Design Mode window
You can use any method to start Report Designer and go to the Design Mode window. The
window will be blank if you want to create a new report or will have report information if you want
to edit an existing report.

Exiting Report Designer

You can close Report Designer using any of the standard Windows methods:
● Select Exit from the Report menu.
● Double-click System.
● Select Close at the top of the window.
If you try to exit Report Designer without first saving the report you have been working on, a
warning gives you the opportunity to save the report before you close Report Designer.

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Creating a new report
Do all of the steps in Create a new report to create a custom report. If you consistently do all of
these tasks for each report you create, your reports will run properly and you will be able to
create them efficiently.
This section includes the following topics:
● Before you begin on page 67
● Procedure on page 67

Before you begin

You need to know the following before you create a new report:
● If you want to customize the Historical Call Record Report with Report Designer, the
Disposition report field will display the numerical values for DISPOSITION, and not the state
names. For more information, see the Avaya CMS Database Items and Calculations
document.
● With the addition of the split/skill I_OL1TIME and I_OL2 TIME database items, row data will
be archived for those items if the skill row spent any time in overload 1 or overload 2. If the
row (skill) spent all of its time in the normal state, and has no other reason to be archived
(that is, no agent staffed time, no calls handled, and so on), it will not be archived. When you
create a report through Report Designer, data should be summed across intervals in order to
see meaningful data.

Procedure
To create a new report:
1. Access Report Designer so that you can design the report.
For more information, see Design mode basics on page 71.
2. Define inputs for the report input window so that users can run the report with parameters
they choose
For example: split, agent, time, date, and so on.
You can also define inputs while you create a query. To do so, select Inputs on the WHERE
clause window.
For more information, see Edit | Inputs on page 77.

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 3. Define report type and rows of data from specific CMS database tables that will supply data
for the tables and charts on the report.
For more information, see About queries on page 94.
4. Define what data from the queries should appear in each chart, field, or table on the report.
For more information, see any of the following chapters:
● Insert | Chart on page 111
● Insert | Field on page 119
● Insert | Table on page 127
5. Enter text to provide headings for the tables and charts on the report, and to provide
additional information, such as the report name.
This step is optional.
For more information, see Format | Text on page 173.
6. Define fields on the report to show when the report was run and what items the report
covers (as defined in the report input window).
This step is optional.
For more information, see Insert | Field on page 119.
7. Edit a report design with the Cut, Copy, and Paste Edit menu options and standard
Windows drag-and-drop conventions. Edit an existing report design to rearrange and delete
sections of the report quickly and easily.
For more information, see Design mode basics on page 71.
8. Save the report before you test it.
9. Define the name that you use both to run the report and to access the report design if you
want to change the design. Define access to specify whether other users can run the report
and can copy the report’s design to create their own custom reports. Define the type as
real-time, historical, or integrated.
For more information, see Viewing or changing report properties on page 49.
10. Test your report immediately after you design and save it. A test helps eliminate wasted time
in running a report that has an incomplete design.

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Editing an existing report
Use this procedure to edit an exiting report in Report Designer. If you consistently do all of these
tasks for each report you want to edit, your reports will run properly and you will be able to
create them efficiently.
To edit an existing report:
1. Copy an existing report so that you start the design process with existing report headings,
data fields, queries, charts, tables, and other report features. When you copy a report to the
Designer category, the original report remains intact and is still located in the original report
category.
You can also run a report and then select Design from the Report menu. This takes you
directly into design mode, and you will be asked if you want to save the report (with a new
name, in the Designer category) when you exit design mode.
For more information, see Copying a report to the designer category on page 49.
2. Define the name that you use both to run the report and to access the report design if you
want to change the design. Define access to specify whether other users can run the report
and can copy the report’s design to create their own custom reports. Define the type as
real-time, historical, or integrated. When you copy a report to the Designer category with
Report Manager, the Properties window automatically displays as part of the copy process.
For more information, see Viewing or changing report properties on page 49.
3. Access Report Designer so that you can design the report.
For more information, see Opening Report Designer with Edit or New on page 55.
4. Edit a report design with the Cut, Copy, and Paste Edit menu options and standard
Windows drag-and-drop conventions. Edit an existing report design to rearrange and delete
sections of the report quickly and easily.
For more information, see Design mode basics on page 71.
5. Define inputs for the report input window so that users can run the report with parameters
they choose. For example, users can choose the following parameters: split, agent, time,
date, and so on.
You can also define Inputs while you create a query. To do so, select Inputs on the
WHERE clause window.
For more information, see Edit | Inputs on page 77.
6. Define which rows of data from specific CMS database tables will supply data for the grids
and charts on the report. If you copy a report design, the definitions of that report’s queries
are copied. You can then modify the queries, as required.
This step is optional.
For more information, see About queries on page 94.

Avaya CMS R17 Supervisor Report Designer November 2013 69

 7. Define what data from the queries should appear in each chart, field, or table on the report.
If you copy a report design, the definitions of that report’s charts, fields, and tables are
copied. You can then modify the definitions as required.
This step is optional.
For more information, see any of the following chapters:
● Insert | Chart on page 111
● Insert | Field on page 119
● Insert | Table on page 127
8. Enter text to provide headings for the tables and charts on the report, and to provide
additional information, such as the report name. If you copy a report design, the text of that
report is copied. You can then modify the text as desired.
This step is optional.
For more information, see Insert | Text on page 125.
9. Define fields on the report to show when the report was run and what items the report
covers as defined in the report input window. If you copy a report design these fields are
copied. You can modify them as required.
This step is optional.
For more information, see Insert | Field on page 119.
10. Save the report before you test it.
11. Test your report immediately after you design and save it. A test helps eliminate wasted time
in running a report that has an incomplete design.

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Chapter 4: Design mode basics

This section describes how to use the basic features of the Report Designer Design Mode
window.
This section includes the following procedures:
● Copying an item and pasting the item into the same report on page 71
● Copying and pasting items on page 72
● Cutting an item on page 73
● Deleting an item on page 73
● Dragging and dropping to arrange items on page 73
● Resizing an item on page 74
● Selecting multiple items on page 74
● Moving multiple items on page 74
● Changing the width of a column in a table on page 75
● Changing the column headings on page 75
● Aligning fields on page 76
● Scaling to page on page 76

Copying an item and pasting the item into the same

report
To copy an item in a report and paste the copy into the same report:
1. Open the report from which you want to copy.
2. Select one or more items that you want to copy.
3. Press Control+C.
4. Go to where you want to paste the items and press Control+V.
The system places items in the upper-left corner of the Design Mode window.

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Copying and pasting items
This section includes the following topics:
● Copying from a Designer report on page 72
● Copying from a report that is not a Designer report on page 72

Copying from a Designer report

To copy items from one report to another report:
1. Open the report from which you want to copy.
2. Select the items that you want to copy.
3. Press Control+C.
4. Open the report to which you want to paste what you have copied.
5. Press Control+V.
Note:
Note: Open both reports in design mode to copy from one report to another report.

Copying from a report that is not a Designer report

To copy an item from a report that is not a Designer report:
1. Run the report.
2. Select Design from the Report menu.
3. Copy the item to the clipboard.
See Copying from a Designer report on page 72.
4. Select Run from the Report menu.
One of the following occurs:
● If you did not make any changes to the report, you will automatically be returned to the
run mode.
● If you inadvertently made changes to the report, Supervisor displays a message that
gives you the option to save the changes.
5. Select No if you made changes that you do not want to save.

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Cutting an item
To cut an item from a report and place the information on the Windows clipboard:
1. Select the item.
2. Press Control+X.

Deleting an item
Use this procedure to permanently remove the currently-selected items from the report.
To delete an item from a report:
1. Select the item.
2. Press Delete.
The item is removed from the report and is no longer available to be pasted into the report.

Restoring an accidently-deleted item

If you accidentally delete an item that you want to keep in the report, you can select Undo from
the Edit menu if you have not done anything else. If you do not immediately realize that you
inadvertently deleted an item, use the Insert menu to recreate the item.

Dragging and dropping to arrange items

To reposition one or more items on a report with the drag-and-drop method:
1. Point the cursor at the item and click one time to select one or more items.
To select additional items, hold down Control and click the cursor on the items.
You will know when an item is selected because there will be a frame around the item or
sizing handles will display on the corners of the item.
2. Hold down the left mouse button.
3. Move the cursor to the position where you want the item to reside.
4. Let go of the mouse button.

Avaya CMS R17 Supervisor Report Designer November 2013 73

Resizing an item
To resize an item on a report:
1. Select the item.
2. Place the mouse cursor over one of the sizing handles on the item.
3. Press the left mouse button.
4. Drag the mouse cursor until the item is the appropriate size.
5. Release the mouse button.

Selecting multiple items

To select multiple items on a report (for instance, to copy more than one item at a time):
1. Select the first item.
2. Hold down Control.
3. Select the second item.
Handles are displayed around the items.

Moving multiple items

To move the group of items on a report:
1. Place the cursor within the selected items.
2. Hold down the left mouse button and drag the selected items to the desired area. There is a
visual indication that your selected items will move as a group with the cursor. As you move
the selected items, an outline of the items is displayed and then moves with your cursor.

74 Avaya CMS R17 Supervisor Report Designer November 2013

 3. Once the items are in the desired location, release the mouse button. The selected items
are displayed in the desired location.

Changing the width of a column in a table

You can quickly and easily change the column widths in your table while in the design mode.
To change a column width:
1. Place the mouse pointer on the border between the column heading. The mouse pointer
changes to the following shape:

2. Hold down the left mouse button and drag the column border to the left or right. The column
width automatically decreases or increases depending on how you move the column
border.

Changing the column headings

You can quickly and easily change the column headings in your table while in the design mode.
To change a column heading:
1. Select the heading name you want to change. A dialog box is displayed with the current
heading highlighted.

Avaya CMS R17 Supervisor Report Designer November 2013 75

 2. Enter the new name of the heading in the Name text box.
3. Select OK.

Aligning fields
This section includes the following topics:
● Align menu items on page 76
● How to use align on page 76

Align menu items

The Report Designer Edit menu has two menu items:
● Align Controls
● Undo Align Controls

How to use align

You can select multiple fields and align them in various ways. You can undo the alignment if you
are not satisfied with the [Link] Align Controls dialog box provides six alignment choices.
When you select multiple fields, an outline around the fields appears. Any alignment choice you
select will align the fields within this outline.

Scaling to page
When you print a report that is too large to fit on one page, you will be prompted with one or
more messages. The number of messages will depend on the size of your report. The
messages will ask if you want the Scale to Page function to attempt to fit your report onto one
page.

76 Avaya CMS R17 Supervisor Report Designer November 2013

Chapter 5: Edit | Inputs

This section describes the Edit | Inputs menu option.

Use the Edit | Inputs menu option to add, delete, and edit the input fields for a Report Designer
report.

Organization of general information

This section includes the following general information:
● The Report Input fields on page 78
● Information about how to add input fields on page 80
● Input fields for pattern matching on page 81
● Input Types on page 83

Organization of procedures
This section includes the following procedures:
● Adding input fields to the input window on page 85
● Deleting input fields from the input window on page 86
● Editing the order of input fields on page 86
● Editing the appearance of input fields on page 87
● Setting up inputs for a multi-ACD report on page 89
● Viewing the input window on page 91

Avaya CMS R17 Supervisor Report Designer November 2013 77

The Report Input fields
This section includes the following topics:
● The Report Input window on page 78
● The Define Input window on page 78
● Example of input window on page 79
● How CMS stores and retrieves data on page 79

The Report Input window

To run a report, you first access a Report Input window. The Report Input window gives you
control over which splits/skills, trunks, dates, intrahour intervals, and so on are included in the
report.

The Define Input window

To define report input fields for a designer report, use the Define Input window. When you or
another user runs the report, this input window is displayed with the field prompts and the input
fields you defined.
You define fields for the Report Input window when you use the steps described in the
following topics.

78 Avaya CMS R17 Supervisor Report Designer November 2013

Example of input window
In the example input window that is shown below, the user has entered a split number of 1, a
date of 07/01/96, and intrahour intervals of 8:00 a.m. to 11:00 a.m.

How CMS stores and retrieves data

Because the report this input window is associated with is a Historical Interval report, Avaya Call
Management System (CMS) will retrieve the data for the report from the historical database
tables, which are designated with an h, such as hagent, hsplit, htrunk, and so on.

Related topics
For more information on how CMS stores and retrieves data, refer to either of the following
resources:
● Appendix B: How CMS stores and retrieves data on page 183
● Avaya CMS Database Items and Calculations document

Avaya CMS R17 Supervisor Report Designer November 2013 79

Information about how to add input fields
This section includes the following topics:
● Why define an input field? on page 80
● Add only relevant information on page 80
● Fields you do not define on page 80

Why define an input field?

When you define the type of an input field, CMS will be able to do the following when your users
run the report:
● Check that user entries are valid system values and are values CMS can use to search the
database tables.
● Check your users for permission to run a report for the entries.
● Allow your users to enter names defined in the Dictionary subsystem.

Add only relevant information

Add inputs that are only used in the report queries. If you add additional inputs that are not used
in the queries, then irrelevant information that references those inputs will be displayed on the
input window for the report.

Fields you do not define

You will not need to define the following input fields:
● If you want to define a real-time report, you cannot and do not need to define an Update
Rate in Seconds input field because the field is automatically included in the Report Input
window.
● If you want to define a historical report, you cannot and do not need to define a Report
Destination input field because the field is automatically included in the Report Input
window.
● If you want to define an integrated report, you cannot and do not need to define a Start Time
input field because the field is automatically included in the Report Input window.

80 Avaya CMS R17 Supervisor Report Designer November 2013

Related topic
For the procedure, see Adding input fields to the input window on page 85.

Input fields for pattern matching

This section includes the following topics:
● What is pattern matching? on page 81
● Database items that allow search on page 81
● Using an asterisk on page 82
● Using a question mark on page 82
● Using String as an input field on page 82

What is pattern matching?

CMS can search for values in certain database items according to wild card search patterns. As
a result, you can create a report that allows inputs based on the following items:
● Character strings
● An asterisk, which matches blank and all characters
● A question mark, which matches any single character
CMS then reports data for all items that match entered values.

Database items that allow search

The standard database items that allow pattern matching are as follows.

Database Value
item

VDN A Vector Directory Number

EXTENSION An extension number
LOGID An agent login ID

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 Database Value
item

EQLOC A 9-digit trunk location number

CWC A call work code
ROW_DATE A date when data was collected

In addition, any custom database items that you define as CHAR columns in the CMS database
also allow pattern matching.

Using an asterisk
You can search with an asterisk (*). If an input field is a string type and is associated with the
LOGID database item, the user can enter 1*, and CMS will report data for all agents with login
IDs that start with 1.

Using a question mark

You can search with a question mark (?). If an input field is a string type and is associated with
the VDN database item, the user can enter 21?0, and CMS will report data for all VDNs that
start with 21, end with 0, and have any single character appearing between the 21 and the 0, for
example 2100, 2110, 2120, 2130, and so on.

Using String as an input field

If you select String for an input field, CMS does not check user inputs in that field for
appropriate read permissions or valid parameters. If you want CMS to check permissions for a
VDN input field, you must select the VDN field type. If you want CMS to check parameters for a
VDN, login ID, extension, or call work code input field, you must select that field type, not
String. In addition, if you select String for a field, the user will not be able to enter Dictionary
names. So, again, if you want to let the user enter VDN, login ID, or call work code names to run
a report, you must select that specific field type, not String.

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Input Types
The following table describes the input types and what type of information the user must enter.

For this type of input: The user must enter the following information:

ACD An ACD number or name.

Agent An agent name as defined in the Dictionary or agent login ID.
The Agent input field can only be a single-value input for
integrated reports.
Agent group An agent group name as defined in the Dictionary.
Use the following query:
ACD=$acd and OLDEST_LOGON > 0 and LOGID in
(select value from agroups where
acd_no=$acd and item_name = [Agent
Group:])
Agent state An agent state name. This can be a standard or new name as
defined in the Dictionary. Standard names are ACD, AUX,
ACW, and so on.
Call Work Code Call work code names or numbers.
Date A date in region-specific format or as a relative number. For
example, use -7 for 7 days ago.
Extension An extension number.
Location ID A location ID can be assigned to either an agent or to a trunk
equipment location.
● The location IDs are actually assigned to the agent
terminal, and are associated with the port network to which
terminals are assigned. Agent location IDs are available
only for agents who are currently logged in. Agent location
IDs are part of the Agent Site Tracking feature.
● Trunk location IDs are assigned to the trunk equipment
location, and are associated with the communication
server port network location. The trunk equipment location
ID is part of the Multi-Locations feature on the
communication server.
Login ID A login ID.

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 For this type of input: The user must enter the following information:

Number A number that may include digits to the right of the decimal
point. This type applies if your variable field asks for specific
values about ACD performance. For example, use the number
of ACD calls or percent within the service level.
Split/Skill A split/skill number or name.
String A character string. Select this type only if one of the following
is true:
● Your variable field is linked to a custom database item that
you identify in the CMS database as a CHAR column.
● Your variable field is linked to a standard database item
that is a CHAR column, and you want to allow the user to
do a pattern search when running the report. For more
information, see Input fields for pattern matching on
page 81.
Time A number, including decimals, of seconds. This type applies
(duration) only if your variable field asks for specific values regarding
ACD performance. For example, use time in AUX work,
average speed of answer, or average talk time.
Time A specific time of day in hh:mm format, either as 24-hour time
(point in time) or with AM or PM appended.
Trunk A trunk name or number.
The Trunk input field can only be a single-value input for
integrated reports.
Trunk group The number or name of a trunk group.
Trunk state A trunk state name. The trunk state name can be a standard
name or new name as defined in the Dictionary subsystem.
Standard names are IDLE, SEIZED, QUEUED, and so on.
Note:
Note: If you use Trunk state as an input in an
integrated report, use a real-time query. You
cannot use Trunk state in an integrated query.
VDN A Vector Directory Number (VDN) name.
The VDN input field can only be a single-value input for
integrated reports.
Vector A vector number or name.
The Vector input field can only be a single-value input for
integrated reports.

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Adding input fields to the input window
This section includes the following topics:
● Before you begin on page 85
● Procedure on page 85

Before you begin

Read the following topics before you do this procedure if you have not done so already:
● Information about how to add input fields on page 80
● Input fields for pattern matching on page 81
● Input Types on page 83

Procedure
To define the input fields for a report:
1. Select Inputs from the Edit menu.
An Edit Inputs window is displayed.
● If you want to edit an existing report, the items that already appear on the input window
for the report are shown in the Inputs list.
● If you want to create a new report, the Inputs list is blank.
2. In the Input Types list, highlight the first input you want to require for the report.
For definitions of the available input types, see Input Types on page 83.
3. Select Add.
The item is displayed on the Inputs list.
4. Repeat Step 2 until you have added all of the inputs required for the report.

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Deleting input fields from the input window
This section includes the following topics:
● Before you begin on page 86
● Procedure on page 86

Before you begin

If a field is used in a query, you cannot remove the input until you remove or modify the query.

Procedure
To delete one of the inputs you have added for a report input window:
1. Select Inputs from the Edit menu.
2. On the Inputs table, select the left-numbered column of the row to highlight the row of the
item.
3. Select Remove.

Editing the order of input fields

To change the order in which input fields appear on the report input window:
1. Select Inputs from the Edit menu.
2. Add the Input Types that will appear on the input window to the Inputs table.
3. Select the left-numbered column of the row to select the entire row of the input that contains
the fields you want changed.
4. Press Up and Down to move the entire row up or down one row at a time.
5. Use the Inputs list to edit the name of the prompt for each input field, control whether
multiple values are allowed in the input field, and define the ACD with which the input will be
associated.
6. When you are finished with your edits, select OK.

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Editing the appearance of input fields
Use the Inputs list to edit the name of the prompt for each input field, control whether multiple
values are allowed in the input field, and define the ACD with which the input will be associated.

Example

Edit columns
When you add an item from the Input Types list to the Inputs list, the columns of the Inputs
table are populated with the default values for that input item. The columns of the Inputs table
are as follows:

Column Function

Type The Type column shows the input field name. You can use the
pull-down list to the right of the column to change the input in a
particular row to another type.
Multi-value Select Multi-Value if you want to allow users to enter multiple values in
the input field.

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 Column Function

Prompt The prompt column shows the text that will display on the report input
window for this input field. To edit the text for the prompt, select the cell
in the table and then enter the text that you want to display. If you want
to delete the existing prompt text, use backspace to erase the letters.
You can enter a name of up to 30 characters long, including blank
spaces.
The prompt name should describe the information (what split/skill,
what date, what time, and so on) you must enter in the field when you
order the report. For example, if you want to enter a date, Date would
be an appropriate prompt. However, if you can enter more than one
date in the field, Dates would be more appropriate.
Associated The Associated ACD column lets you use the Current ACD or assign
ACD a specific ACD to be used for this input. The default for this column is
Current ACD. If you want to allow the user to pick a specific ACD for
the input field, use the pull-down list to the right of the column to select
ACD. If the Associated ACD column is blank, the input cannot be
associated with a specific ACD.
Select Current ACD if either of the following conditions is true:
● You have only one ACD
● You always want the report to show data for the current ACD for
the user
Select ACD if the people who run the report have read permissions for
more than one ACD. Allowing the user to select the ACD for the input
is most useful when you create a multi-ACD report.
Default Value You can define a default value for most input fields. To do this, select
browse to the right of the column. The available values for this type of
input are displayed. Highlight one and select OK.
If you select a default value, the user can change the value on the
input window.

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Setting up inputs for a multi-ACD report
Use this procedure to create a multi-ACD report. Make sure that you set up the inputs as
detailed in this procedure so that the query for the report will work properly.
This section includes the following topics:
● Types of multi-ACD reports on page 89
● Procedure on page 89

Types of multi-ACD reports

The following types of multi-ACD reports are available:
● Multi-ACD reports that show data for multiple splits/skills on multiple ACDs
● Multi-ACD reports that show data for multiple VDNs on multiple ACDs

Procedure
The following instructions use the split/skill multi-ACD report inputs as an example. To create
the inputs for a VDN multi-ACD report, use the same instructions, but use the VDN input instead
of the Split/Skill input.
To create the inputs for a multi-ACD report that allows inputs for up to four ACDs:
1. Select Inputs from the Edit menu.
2. Select ACD from the Input Types box.
3. Select Add.

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 4. Repeat Steps 2 and 3 three times.
The Inputs table will have three more ACD entries that are followed by numbers:

5. Select Split/Skill from the Input Types box.

6. Select Add.
7. Repeat Steps 5 and 6 three times.
The Inputs table will have four split/skill entries that are followed by numbers:

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 8. For the Split/Skill(2) prompt on line 6 of the Inputs table, use the Associated ACD
drop-down list to select ACD(2) as the associated ACD.
9. For the Split/Skill(3) prompt on line 7 of the Inputs table, use the Associated ACD
drop-down list to select ACD(3) as the associated ACD.
10. For the Split/Skill(4) prompt on line 8 of the Inputs table, use the Associated ACD
drop-down list to select ACD(4) as the associated ACD.
The Inputs table will have each split/skill matched to the corresponding ACD:

11. Select OK to save the inputs for this multi-ACD report.

Viewing the input window

When to view - To view what the input window will look like, select Run from the Report menu.

Returning to design mode - To return to the design mode from the report input menu, select
Cancel.

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92 Avaya CMS R17 Supervisor Report Designer November 2013
Chapter 6: Edit | Queries

This section describes the Edit | Queries menu option.

A report consists of fields, charts, and grids that display data that is retrieved from the Avaya
Call Management System (CMS) database tables. Use a query to define what data is retrieved
for a specific report.

Organization of general information

This section includes the following general information:
● About queries on page 94
● The Query Assistant window on page 95
● Select a database and one or more tables for the query window on page 96
● Add the database items and calculations for the SELECT portion of the query window on
page 97
● Choose functions for the SELECT items window on page 98
● Enter the SQL WHERE criteria window on page 99
● Specify all field joins for the tables window on page 101

Organization of procedures
This section includes the following procedures:
● Create a new query for a real-time report on page 101
● Create a new query for a historical report on page 102
● Create a new query for an integrated report on page 104
● Edit an existing real-time or historical query on page 106
● Edit an existing integrated query on page 107
● Copy a query on page 108
● Delete a query on page 109

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About queries
To complete the definition of a report's tables, charts, or fields, you must define the queries that
select the rows of the appropriate tables in the CMS database.
This section includes the following topics:
● What are queries? on page 94
● About columns and rows on page 94

What are queries?

Queries are values for either database items or calculations. In most cases, the queries specify
the input variables, rather than specific values, as criteria to retrieve information from the
database. The input variables allow CMS to use the values entered in the Report Input window
as the query criteria for the report.
If you change the prompt in the Edit Inputs window, it is automatically updated in the query.
Queries provide the CMS server with the following information:
● Where to get the data
● How to use the data

About columns and rows

CMS selects values from a table with both row and column identifiers. CMS identifies rows of
data according to the user's inputs and the row search conditions you define. CMS identifies
columns according to the data expression you define.

Related topics
For more information, see the Avaya CMS Database Items and Calculations document.

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The Query Assistant window
Use the Query Assistant window to define what data is retrieved for a specific report.
This section includes the following topics:
● Query Assistant input fields on page 96
● Data Item definition on page 96

Example

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Query Assistant input fields
The following table describes the Query Assistant input fields.

Field Description

Database Shows a list of all of the available database items, based on the tables
Items you selected on the Select a database and one or more tables for
the query window. If you selected more than one historical database
table to be used in the query, the table names are appended to the
database item names. For example, [Link].
Calculations Shows a list of all of the available calculations, based on the tables you
selected on the Select a database and one or more tables for the
query window.
Other Use this box to enter a database item name, calculation name, or other
acceptable SELECT statement item (such as ACD) for the query.
Query Items Shows a list of all of the database items and calculations that you have
made available for use in the query.

Data Item definition

Use Data Item definition to see a definition of the database item or calculation.

Select a database and one or more tables for the

query window
The Table list includes the database items you can include in the query. For real-time and
integrated reports, you can select only one table name. For historical reports, you can select up
to three table names.
Note:
Note: The calculations that are associated with the database items in the tables you
choose will also be available for you to use in your query.

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 Related topic
For information on the database items and calculations available in each table, see the Avaya
CMS Database Items and Calculations document.

Add the database items and calculations for the

SELECT portion of the query window
Use this window to add and remove database items and calculations that you want included in
the query.
This section includes the following topics:
● Tasks on page 97
● Database Items or Calculations on page 97

Tasks
Use the Query Assistant window to do the following tasks:
● Use Move Up and Move Down to change the order of the items in the Query Items box.
● Remove an item from the list, highlight an item in the Query Items list, and then select
Remove.
● Edit an item in the Query Items box, highlight the item, and then select Edit. The Select Edit
window is displayed.
Example:
To create a custom calculation in the edit box, add callsoffered - to the abncalls item. This
changes the item to callsoffered - abncalls.

Database Items or Calculations

Enter the names of database items or calculations, strings, or constants that you want to use in
the query by typing them in the Other text box.
Note:
Note: In a query involving a division operation, the number of query items is limited to
seven.

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 Example: If you want the report to include information that subtracts the quantity of one
database item from the quantity of another database item (for instance, ACDCALLS -
ACDAUXOUTCALLS), then enter a - in the Other text box and add it to the list of Query
Items. When you create the WHERE clause for the query, you can specify a calculation of
ACDCALLS - ACDAUXOUTCALLS for the report.
Note:
Note: Constants that have been defined in the Dictionary are listed in the Calculations
box in addition to the calculation.

Choose functions for the SELECT items window

Use the Query Assistant window to assign AVG, MAX, MIN, and SUM aggregate functions to
the Query Items.
This section includes the following topics:
● Definition of function on page 98
● Types of functions on page 98

Definition of function
A function is a prefix that is attached to a database item, a calculation, parts of a calculation, or
a calculation name. Avaya CMS will display only one value on the report if a SUM, AVG, MIN, or
MAX aggregate function is assigned to a database item or calculation.

Types of functions
The available aggregate functions are described in the following table.

Aggregate Description
function

MAX Retrieves the highest value for a calculation or database item over the
time frame of the report
MIN Retrieves the lowest value for a calculation or database item over the
time frame of the report

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 Aggregate Description
function

SUM Retrieves the sum of all values for a calculation or database item over
the time frame of the report
AVG Retrieves the average of all values found over the time frame of the
report

Enter the SQL WHERE criteria window

Use this Query Assistant window to define the SQL WHERE clauses that you want to use to
retrieve data for the report. The SQL WHERE clause tells the CMS to retrieve the data defined
in the SELECT box that matches the criteria defined in the WHERE box. The SELECT box
specifies which columns of data to consider in the database tables. The WHERE box species
which rows of data to consider in the database tables.

Tips using this window

You can add your own text, such as parenthesis and numbers, in the WHERE clause by placing
your cursor where you want the text to display and typing in the text.
If you want to create a report that will display data for multiple splits/skills or VDNs on multiple
ACDs, you can enter MULTI_ACD in the WHERE clause, instead of entering each individual OR
statement. This will only work if you have correctly set up the inputs for the multi-ACD report.

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Field descriptions
This window includes the following fields:

Item Description

SELECT box Shows the Query Items that were defined on the previous windows,
including the database items and calculations and any associated
functions assigned to the items and the database table from which the
database items and calculations are to be retrieved.
The information displayed in the SELECT box cannot be edited.
Operand1 Lists the database items and calculations that can be used in the
box WHERE clause.
Operator box Lists the standard mathematical operations that can be used in the
WHERE clause.
Operand2 Lists the database items, calculations, and inputs that can be used in the
box WHERE clause and as inputs for the input window.
WHERE box Shows the current WHERE clause.
AND button Places an AND before the currently-selected Operand1, Operator, and
Operand2. If you place AND between clauses, then both of the clauses
must be true in order for CMS to retrieve the SELECT data from the
table.
OR button Places an OR before the currently-selected Operand1, Operator, and
Operand2. If you place OR between clauses, then either of the clauses
can be true in order for CMS to retrieve the SELECT data from the table.
New Input Takes you to the Edit Inputs window, where you can add new input
fields for the Report Input window. Any new inputs you add will display
in the Operand2 box.
Test button Allows you to test the query for basic SQL syntax errors.

The ACD operand is automatically added to the beginning of each WHERE clause.

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Specify all field joins for the tables window
Use this Query Assistant window to ensure that items between two or three tables are equal in
order to be used in the report.
Example: You might want to select the ACD item from each agent and make a join clause to
ensure that the report is for the same ACD information across the tables.

Create a new query for a real-time report

To create a new query for a real-time report:
1. Select Query from the Edit menu.
The Query Select window is displayed.
2. Select New.
A Query Assistant window is displayed. For more information on this window, see Select a
database and one or more tables for the query window on page 96.
3. Select Real-Time Database.
4. In the Table list, highlight the name of the table that include the database items that you
want to include in the query. For real-time reports, you can select only one table name.
5. Select Next.
A Query Assistant window is displayed. For more information on this window, see Add the
database items and calculations for the SELECT portion of the query window on page 97.
6. In either the Database Items or Calculations box, highlight the first database item or
calculation that you will reference in the query.
7. Select Add or double-click the item.
The item is listed in the Query Items box.
8. Repeat Steps 6 and 7 until all of the database items and calculation that you want
referenced in the query are listed in the Query Items box.
9. Select Next.
A Query Assistant window is displayed. For more information on this window, see Choose
functions for the SELECT items window on page 98.
10. Highlight the first Query Item that you want to assign an aggregate function.
11. Highlight the Function that you want to assign an aggregate function.

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 12. Repeat Steps 10 and 11 until you have assigned Functions to the appropriate Query
Items.
13. Select Next.
A Query Assistant window is displayed. For more information on this window, see Enter
the SQL WHERE criteria window on page 99.
14. In the Operand1 box, highlight the first database item or calculation that you want
considered in the WHERE clause.
15. In the Operator box, highlight the appropriate operation.
16. In the Operand2 box, highlight the second database item or calculation that you want
considered in the WHERE clause.
Example: If you wanted the report to select the data from the table when the number of
ACDCALLS is greater than the number of ACWINCALLS, you would select acdcalls in the
Operand1 box, the > sign in the Operator box, and ACWINCALLS in the Operand2 box.
17. Select AND or OR, as appropriate.
18. Repeat Steps 14 through 17 until you have completed the query.
19. Select Test.
CMS checks the syntax of the query and returns a message with any errors. For more
information, see Appendix A: Error messages on page 175.
20. Correct any of the errors detected in the test.
21. Select Next.
A Query Assistant window is displayed. Use this window to give your query a new name.
22. In the Name text box, enter the name that you want to assign to the query you created.
23. Select Done.

Create a new query for a historical report

To create a new query for a historical report:
1. Select Query from the Edit menu.
The Query Select window is displayed.
2. Select New.
A Query Assistant window is displayed. For more information, see Select a database and
one or more tables for the query window on page 96.

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 3. Select Historical Database.
The tables that are available for the historical database display.
4. In the Table list, highlight the names of the tables that include the database items that you
want to include in the query. For historical reports, you can select up to three table names.
5. Select Next.
A Query Assistant window is displayed. For more information, see Add the database items
and calculations for the SELECT portion of the query window on page 97.
6. In either the Database Items or Calculations box, highlight the first database item or
calculation that you will reference in the query.
7. Select Add or double-click the item. The item is listed in the Query Items box.
8. Repeat Steps 6 and 7 until all of the database items and calculations that you believe will be
referenced in the query are listed in the Query Items box.
9. Select Next.
A Query Assistant window is displayed. For more information, see Choose functions for
the SELECT items window on page 98.
10. Highlight the first Query Item that you want to assign an aggregate function.
11. Highlight the function that you want to assign to the item.
12. Repeat Steps 10 and 11 until you have assigned functions to the appropriate Query Items.
13. Select Next.
14. Do one of the following tasks:

If Then

You did not select more than one Go to Step 20.

historical database table for your
query
You selected the Historical The Specify all field joins for the tables window
Database for your query and you is displayed. For more information about this
are using more than one table in the window, see Specify all field joins for the tables
query window on page 101.
Go to Step 15.

15. Highlight an item in one of the table lists.

16. Highlight an item in one or both of the remaining table lists.
17. Select Join. The join clause is shown in the Join Criteria box.
18. Repeat Steps 15 through 17 until all of the necessary join clauses are listed.

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 19. Select Next.
A Query Assistant window is displayed. For more information, see Enter the SQL WHERE
criteria window on page 99.
20. In the Operand1 box, highlight the first database item or calculation that you want
considered in the WHERE clause.
21. In the Operator box, highlight the appropriate operation.
22. In the Operand2 box, highlight the second database item or calculation that you want
considered in the WHERE clause.
Example: If you wanted the report to select the data from the table when the number of
ACDCALLS is greater than the number of ACWINCALLS, you would select acdcalls in the
Operand1 box, the > sign in the Operator box, and ACWINCALLS in the Operand2 box.
23. Select AND or OR, as appropriate.
24. Repeat Steps 20 through 23 until you have completed the query.
25. Select Test. CMS checks the syntax of the query and returns a message with any errors.
For more information, see Appendix A: Error messages on page 175.
26. Correct any of the errors detected in the test.
27. Select Next.
A Query Assistant window is displayed. Use this window to give your query a new name.
28. In Name, enter the name that you want to assign to the query you created.
29. Select Done.

Create a new query for an integrated report

To create a new query for an integrated report:
1. Select Query from the Edit menu.
The Query Select window is displayed.
2. Select New.
A Query Assistant window is displayed. For more information, see Select a database and
one or more tables for the query window on page 96.
3. Select Database next to Integrated.
The tables that are available for integrated reports are displayed.

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 4. In the Table list, highlight the name of the table that includes the database items or
calculations that you want to include in the query.
For integrated reports, you can select one table per query.
For information on the database items and calculations available in each table, see the
Avaya CMS Database Items and Calculations document.
5. Select Next.
A Query Assistant window is displayed. For more information, see Add the database items
and calculations for the SELECT portion of the query window on page 97.
6. In either the Database Items or Calculations box, highlight the first database item or
calculation that you will reference in the query.
7. Select Add.
The item is listed in the Query Items box.
8. Repeat Steps 6 and 7 until all of the database items and calculations that you believe will be
referenced in the query are listed in the Query Items box.
9. Select Next.
A Query Assistant window is displayed.
10. Select Input Start Time or Select Start Time Now.
11. Do one of the following tasks:

If you selected Then

Select Start Time Define the time that the integrated data will always begin
Now accumulating for this report.
Input Start Time A Start Time field will be added to the report input window and users
can individually define the time that data will begin accumulating for
the report.

12. Select Next.

A Query Assistant window is displayed. On this window, you can choose the input item
that will be used for the query.
13. Highlight the inputs you want to use as criteria for the query. You can create a new input by
selecting New Input, that takes you to the Edit Inputs assistant.
Only the inputs that apply to the table you selected for this query are displayed.
14. Select Next.
A Query Assistant window is displayed. On the Query Assistant: Select the input used
to indicate the agent or split/skill for this query window, you can choose the input item
that will be used for the query.

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 15. In the Name text box, enter the name that you want to assign to the query you created.
16. Select Done.

Edit an existing real-time or historical query

Complete the following steps from the Report Designer Design Mode window.
To edit an existing real-time or historical query used in a Designer Report:
1. Select Query from the Edit menu.
The Query Select window is displayed.
2. In the Queries box, highlight the name of the query you want to edit.
3. Select Edit.
A Query Assistant window is displayed. The Database Items and Calculations that are
already included in the query are listed in the Query Items list.
4. Do one of the following tasks:

If you want to … Then …

Add database items or calculations to the Select Add.

Query Items list
Remove a database item or calculation Highlight the item in the list and then select
from the Query Items list Remove.
Edit a database item or calculation on the Highlight the item in the list and then select
Query Items list Edit.

Example:
To edit an item, create a custom calculation in the edit box. For instance, you may add
callsoffered - to the abncalls item, so that the item would then read callsoffered -
abncalls. That is the calculation that would be available for you to use in the query.
5. Repeat Step 4 until all of the database items and calculations that you believe will be
referenced in the query are listed in the Query Items box.
6. Select Where.
A Query Assistant window is displayed. For more information, see Enter the SQL WHERE
criteria window on page 99.

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 7. In the Operand1 box, highlight the first database item or calculation that you want
considered in the WHERE clause.
8. In the Operator box, highlight the appropriate operation.
9. In the Operand2 box, highlight the second database item or calculation that you want
considered in the WHERE clause.
Example: If you want the report to select the data from the table when the number of
ACDCALLS is greater than the number of ACWINCALLS, you would select acdcalls in the
Operand1 box, the > sign in the Operator box, and ACWINCALLS in the Operand2 box.
10. Select AND or OR, as appropriate.
11. Repeat Steps 7 through 10 until you have completed the query.
You can add your own text in the WHERE clause, such as parenthesis and numbers, by
placing your cursor where you want the text to display and enter in the text.
12. Select Test.
CMS checks the syntax of the query and returns a message with any errors.
13. Correct any of the errors detected in the test.
14. Select Save.
The changes to the query are saved and the Query Select window is displayed.

Edit an existing integrated query

Complete the following steps from the Report Designer Design Mode window.
To edit an existing integrated query used in a Designer Report:
1. Select Query from the Edit menu.
The Query Select window is displayed.
2. In the Queries box, highlight the name of the integrated query you want to edit.
3. Select Edit.
A Query Assistant window is displayed. For more information, see Add the database items
and calculations for the SELECT portion of the query window on page 97.
4. In either the Database Items or Calculations box, highlight the first database item or
calculation that you will reference in the query.
5. Select Add or double-click the item.
The item is listed in the Query Items box.

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 6. Repeat Steps 4 and 5 until all of the database items and calculations that you believe will be
referenced in the query are listed in the Query Items box.
7. Select Next.
A Query Assistant window is displayed.
8. Select Input Start Time or Select Start Time Now.
● If you select Select Start Time Now, you need to define the time that the integrated data
will always begin accumulating for this report.
● If you select the Input Start Time, a Start Time field will be added to the report input
window and users can individually define the time that data will begin accumulating for
the report.
9. Select Next.
A Query Assistant window is displayed. Use this window to choose the input item that will
be used for the query.
10. Highlight the inputs you want to use as criteria for the query. You can create a new input by
selecting New Input, that takes you to the Edit Inputs assistant.
Only the inputs that apply to the table you selected for this query are displayed.
11. Select Save.

Copy a query
To copy an existing query, complete the following steps from Report Designer Design Mode:
1. Select Query from the Edit menu.
The Query Select window is displayed.
2. In the Queries box, highlight the name of the query you want to copy.
3. Select Copy.
The Copy Query window is displayed.
4. In the To text box, enter the name you want to assign to the copied query.
5. Select OK.
The query is copied to the new name and the Query Select window is displayed, including
the new query in the Queries list.

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Delete a query
! Important:
Important: If you delete a query that is used in the report, the report will not run.
Complete the following steps from Report Designer Design Mode.
To delete an existing query:
1. Select Query from the Edit menu.
The Query Select window is displayed.
2. In the Queries box, highlight the name of the query you want to delete.
3. Select Delete.
A message confirming the delete is displayed.
4. Select OK to delete the query.

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110 Avaya CMS R17 Supervisor Report Designer November 2013
Chapter 7: Insert | Chart

This section describes the Insert | Chart menu option.

Once you have defined queries for a report, you can use those queries to add a chart to your
report using the Chart Assistant, which is accessed by selecting Chart from the Insert menu.
This section includes the following topics:
● Information about how to insert charts on page 111
● Inserting a chart on page 114

Related topic
For more information about defining queries for a report, see Edit | Queries on page 93.

Information about how to insert charts

This section includes the following topics:
● About inserting charts on page 111
● About charts and tables on page 112
● About fields and text on page 112
● About adding and removing items on page 112
● Stacked, % Axis, and Gradiant field descriptions on page 113
● About the Chart Assistant window on page 113

About inserting charts

There are two things to keep in mind when inserting charts onto a report:
● When you insert a chart on a report, the chart is shown with sample data. This helps you
visualize how the chart will display when you run the report.

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 ● Each item is initially inserted in the upper-left corner of the report. You need to drag-and-drop
the chart to the location where you want it to be displayed on the report.

About charts and tables

If the report includes both a chart and a table, you need to place the chart above the table on
the report. The reason for this is that if the table spans multiple pages when printed and if the
chart is below the table, the table will print above the chart.

About fields and text

Do not position any fields or text over the chart because the chart will be displayed over the field
or text, so that the field or text are not visible.

About adding and removing items

The following items should be read and understood about the adding and removing of items:
● Use Move Up and Move Down to arrange the items in the order in which you want them
displayed on the chart.
● Items that are added to the Data on Chart box are shown in the chart you want to create.
● The maximum number of columns that can be included on a chart is 16.
● If you want to create a chart that uses categories and series as controls on the axis, you
need to verify that the first item listed on the Data on Chart box is the item that you want to
use as the series for the chart.

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Stacked, % Axis, and Gradiant field descriptions
The following table describes the Stacked, % Axis, and Gradiant field descriptions.

Field Description

Stacked Displays the data for all series as stacked rather than displaying the
data separately. This check box is disabled for pie charts.
% Axis Displays the value axis (y-axis) as percentages rather than as
actual data values. You can combine this with the stacked check
box to produce a percentage-stacked chart.
Gradient Specifies the backdrop of a chart as a solid color, a gradient, or as a
smooth transition from one color to another. The gradient transition
can be one of the following items:
● Horizontal
● Vertical
● Rectangle
● Oval
The quality of the gradient effect will vary, depending on the video
card installed in the PC, and for printed reports, on the capabilities
of the printer.

About the Chart Assistant window

Use this window to define how the data will be displayed on the axis of the chart.

Column descriptions
There are three columns used to define the category and series for the chart. The information
gathered by each column is as follows:
● Column 1 - Category (can be none)
● Column 2 - Series (usually Split)
● Column 3 - Data
In the following example, the Category (Column 1) is the Time that was selected on the input
window, the Series are the Splits that were selected on the input window, and the Data is the
data that was retrieved from the Avaya Call Management System (CMS) database for those
splits/skills on the specified date for the specified time period.

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 Example

Series
Category (Column 2)
(Column 1)

Data
(Column 3)

Inserting a chart
This section includes the following topics:
● Before you begin on page 114
● Procedure on page 115

Before you begin

Read Information about how to insert charts on page 111, if you have not already done so.

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Procedure
To insert a chart in your report:
1. Select Chart from the Insert menu.
The first window of the Chart Assistant is displayed.
2. From the Queries drop-down list, select the query from which you want to take data for the
chart.
Note:
Note: Any created queries that still include errors are unavailable.
The Available Data box is populated with the data that was previously defined for the query.
3. Use Add, Add All, Remove, and Remove All to add items from the Available Data box to
the Data on Chart box and to remove items.
For more information, see About adding and removing items on page 112.
4. Select Next.
A Chart Assistant window is displayed.
To change any of the options you select in the following steps at any time after you insert
the chart on the report, select the Format | Chart menu item.
5. Do one of the following tasks:

If you want the chart to display in … Then select …

Two-dimensional format 2D
Three-dimensional format 3D

6. From the Chart Types box, select which type of chart you want to display. If you are not
sure what each type of chart will look like, you can highlight the type and an example of the
chart displays on the right side of the window.
7. Select Stacked, % Axis, and Gradient, as appropriate.
For more information, see Stacked, % Axis, and Gradiant field descriptions on page 113.
Note:
Note: Select Stacked if you want to select % Axis.
8. Select the Rolling check box if you want the real-time chart report to scroll through the
refreshes as they occur. If you select the Rolling check box, you need to define the Number
of Data Points, or refreshes, that you want included on the chart.

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 9. Select Next.
A Chart Assistant window is displayed.
For more information, see About the Chart Assistant window on page 113.
10. In the Category Available Data box, select the database item that you want to use as the
category for the chart. The Category is usually none for real-time charts, or a time
database item for historical charts. As you select from the list of available items, the
currently selected item moves to the top of the Available Data list and the example on the
right side of the window reflects what the chart might look like with that item selected as the
chart Category.
11. Select the Show Value as Name check box if you want to show the selected category as a
Dictionary name.
Note:
Note: This check box is available only when the selected category is an item that can
be defined in the Dictionary.
12. Select the Format in which the category will display. Use the drop-down list to select from
the applicable formats for the selected category. If you want to view all of the available
formats for all types of data, select the Show All Formats check box.

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 13. Select the One Data Value per Row check box to show one line of data when multiple rows
of data are retrieved in the query. When One Data Value per Row is selected, the first item
listed in the Category Available Items box is the item that is used for the chart category.
The previous example showed a report with One Data Value per Row selected.
Example:
This is an example of the same report, using the same Category item (STARTTIME),
without One Data Value per Row selected.

In the first example, you can see that the report shows one row of data for the interval
beginning at 10:00 AM, one row of data that includes information for each split/skill for the
interval beginning at 10:30 AM, and one row of data for the interval beginning at 11:00 AM.
In the second example, there is a row of data shown for each split/skill for each interval.
14. Select Done.

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118 Avaya CMS R17 Supervisor Report Designer November 2013
Chapter 8: Insert | Field

This section describes the Insert | Field menu option.

The time or date when a report is run is not stored in any database table. The Avaya Call
Management System (CMS), if requested, displays information from the start time
specified by the user (for integrated and historical data). Similarly, CMS knows what the
currently selected ACD is when you run a report and can display the current ACD name or
number on the report.

Organization of general information

Information about how to insert fields on page 119

Organization of procedures
This section includes the following procedures:
● Using the Field Assistant window on page 120
● Inserting an ACD Name field on page 121
● Inserting Data Item fields on page 122
● Inserting Input Value fields on page 123
● Inserting a Report Data Start Time field on page 123
● Inserting a Time Report Run field on page 124

Information about how to insert fields

This section includes the following topics:
● About Field Assistant on page 120
● Positioning a field on page 120
● Editing a field on page 120

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About Field Assistant
The Field Assistant allows you to insert fields in a designer report to display the report's
run-time, run-date, current ACD, data, or any of the fields that were specified as being
required in the report input window. Select Field from the Insert menu to access the Field
Assistant.

Positioning a field
Each item is initially inserted in the upper-left corner of the report. You will need to
drag-and-drop the field to the location where you want it to be displayed on the report.

Editing a field
To edit a field:
1. Select the field.
2. Choose Field from the Format menu.

Using the Field Assistant window

To use the Field Assistant window:
1. Select Field from the Insert menu.
The Field Assistant Select a field type window is displayed.
2. Select an item from the Types list.
Note:
Note: The Report Data Start Time type is available only with an Integrated
Report.

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 3. Do one of the following tasks:

If you highlighted … Then …

ACD Name, Report Data Start Time, or Go to Step 4.

Time Report Run
Data Item Select Next.
Go to the Field Assistant: Select a query
and associated data item for this field
window.
Input Value Select Next.
Go to the Field Assistant: Select an input
for your field window.

4. Select Done.
The field is inserted in the upper-left corner of the report.

Inserting an ACD Name field

! Important:
Important: Do not position the field over any tables or charts because the table or chart
will be displayed over the field so that the field will not be visible.
To insert the name of the ACD for which the report was run:
1. Select Field from the Insert menu.
The Field Assistant wizard is displayed.
2. Highlight ACD Name in the Types box.
3. Select Done.
The ACD name field is placed in the upper-left corner of the report.
4. Select the item and drag-and-drop it to the location where you want it displayed in the
report.

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Inserting Data Item fields
This section includes the following topics:
● Before you begin on page 122
● Procedure on page 122

Before you begin

Before you can insert a data item on a report, the data item must be used in a query that is
associated with this report.

Procedure
! Important:
Important: Do not position the field over any tables or charts because the table or chart
will be displayed over the field, and the field will not be visible.
To insert data item fields on the report:
1. Select Field from the Insert menu.
The Field Assistant wizard is displayed.
2. Highlight Data Items in the Types box.
3. Select Next.
A Field Assistant window is displayed.
4. Highlight the name of the query from which you want to select the data item.
The available data items for the selected query display in the Available Data box.
5. Highlight the data item that you want to display on the report.
6. Select Done.
The Data Item field is placed in the upper left corner of the report.
7. Select the item and drag-and-drop it to the location where you want it displayed in the
report.

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Inserting Input Value fields
! Important:
Important: Do not position the field over any tables or charts because the table or chart
will be displayed over the field, and the field will not be visible.
To insert input value fields on the report:
1. Select Field from the Insert menu.
The Field Assistant wizard is displayed.
2. In the Types box, highlight the Input Value.
3. Select Next.
The Select an input for your field window is displayed.
4. Highlight the name of the input that you want to show on the report, or create a new
input by selecting New Input. The Edit Inputs wizard is displayed. For information
about how to create inputs for a report, see Edit | Inputs on page 77.
5. Select Done.
The Input Value field is placed in the upper left corner of the report.
6. Select the item and drag-and-drop it to the location where you want it displayed in the
report.

Inserting a Report Data Start Time field

! Important:
Important: Do not position the field over any tables or charts because the table or chart
will be displayed over the field, and the field will not be visible.
This type of field applies to only integrated reports.
To insert the initial start time (the time at which data begins accumulating) for an integrated
report:
1. Select Field from the Insert menu.
The Field Assistant wizard is displayed.
2. In the Types box, highlight Report Data Start Time.

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 3. Select Done.
The Report Data Start Time field is placed in the upper-left corner of the report.
4. Select the item and drag-and-drop it to the location where you want it displayed in the
report.

Inserting a Time Report Run field

! Important:
Important: Do not position the field over any tables or charts because the table or chart
will be displayed over the field, and the field will not be visible.
To insert on the report the time at which the report was run:
1. Select Field from the Insert menu.
The Field Assistant wizard is displayed.
2. In the Types box, highlight Time Report Run.
3. Select Done.
The Time Report Run field is placed in the upper left corner of the report.
4. Select the item and drag-and-drop it to the location where you want it displayed in the
report.

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Chapter 9: Insert | Text

This section describes the Insert | Text menu option.

Report Designer allows you to include text strings with no associated data on your report. You
will use the Text option from the Insert menu to add items such as the report name to your
designer reports.
This section includes the following procedures:
● Positioning and editing text on page 125
● Inserting text on page 126

Positioning and editing text

This section includes the following topics:
● Positioning text on page 125
● Editing text on page 125

Positioning text
Each item is initially inserted in the upper-left corner of the report. You will need to
drag-and-drop the text to the location where you want it to be displayed on the report.

Editing text
To edit text:
1. Select the text.
2. Select Text from the Format menu.

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Inserting text
! Important:
Important: Do not position the text over any tables or charts because the table or chart will
be displayed over the text, and the text will not be visible.
To insert a text string on a report:
1. Select Text from the Insert menu.
The Text Assistant window is displayed.
2. Enter the text that you want to display on the report in the Text contents field.
3. Do one of the following tasks:

If you want to … Then …

Select a specific font for the text Go to Step 4.

The default font set Go to Step 7.

4. Select Font.
The Font selector window is displayed.
5. Select the Font, Style, Point size, Effects, and Script that apply to the text string you want
to create.
6. Select OK.
7. On the Text Assistant window, select OK to insert the text string and close the window, or
select Apply to apply the changes you made and keep the window open.
The text is inserted, by default, in the upper-left corner of the Design Mode window. You
can use the cut, copy, or drag-and-drop method, as outlined in Report Designer basics on
page 57, to move the text to the appropriate location on the report.

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Chapter 10:Insert | Table

This section describes the Insert | Table menu option.

Once you have defined the queries that you want to use for a report, you can use those queries
to add a table to the report with the Table Assistant. To access Table Assistant, select Table
from the Insert menu.
This section includes the following procedures:
● Positioning and editing tables on page 127
● Inserting a table on page 128

Related topic
For more information about defining queries, see Edit | Queries on page 93.

Positioning and editing tables

This section includes the following topics:
● Positioning a field on a table on page 127
● Editing a table on page 127

Positioning a field on a table

Each item is initially inserted in the upper-left corner of the report. Drag-and-drop the field to the
location where you want it to be displayed on the report.

Editing a table
To edit a table:
1. Select the table.

Avaya CMS R17 Supervisor Report Designer November 2013 127

 2. Select Table from the Format menu.

Inserting a table
This section includes the following topics:
● Before you begin on page 128
● Procedure on page 128

Before you begin

If the report includes both a chart and a table, place the chart over the table on the report. The
reason for this is, if the table spans multiple pages when printed and if the chart is below the
table on the report, the table will print over the chart so that you cannot see the chart.

Procedure
! Important:
Important: Do not position text and fields over the table because the table will be displayed
over the text/field, and the text/field will not be visible.
To insert a table on a report:
1. Select Table from the Insert menu.
A Table Assistant window is displayed.
2. From the Queries drop-down list, select the query from which you want to take data for the
table.
Note:
Note: Any created queries that still include errors are unavailable.
The Available Data box populates with the data that was previously defined for the query.
3. Use Add, Add All, Remove, and Remove All to add items from the Available Data box to
the Data on Table box and remove items.
● Use Move Up and Move Down to place the data items shown in the Data on Table box
in the order you want them to be displayed on the table.
● Items that are added to the Data on Table box are shown in the table you want to create.

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 4. Select Next.
The Table Assistant window is displayed.
Note:
Note: You can change any of the options you select in Steps 5 through 10 after you
have inserted the table with Format | Table.
5. Select either Horizontal or Vertical to define the orientation of the table.
6. Add a Summary line to the table by doing one of the following tasks:

If … Then …

You want to place the Totals line at the top Select Top.
of the table as standard CMS reports do
You want to place the Totals line at the Select Bottom.
bottom of the table
You do not want to include a Totals line on Select None.
this table

7. Select the Headers On check box if you want to include column headers on the table.
8. Select the Grid Lines On check box if you want the table to include lines between the
columns and rows.
9. Choose one of the following tasks:

If … Then …

You elected not to include a Select Done.

Summary line on the table The Table Assistant is closed
and the table is placed on the
report template.
You elected to include a Select Next and go to the next
Summary line on the table step.
A Table Assistant window is
displayed.

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 10. Choose one of the following tasks:

If you want to … Then …

Create a new query for the summary Go to Step 11.

line on this table
Use an existing query for the summary Go to Step 15.
line on this table

11. Select Build a New Query.

12. Enter a name for the summary query in the Name field.
13. Edit the table to include the database items and summary information that is appropriate for
this summary query.
14. Go to Step 17.
15. Select Select an Existing Query.
A Table Assistant window is displayed.
16. Select the name of one of the existing queries from the drop-down Queries list.
17. Select Done.

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Chapter 11: Format | Chart

This section describes the Format | Chart menu option.

Report Designer allows you to format report charts after they have been inserted on the report.
You will use the Chart option from the Format menu to edit charts on your designer reports.

Organization of general information

This section includes the following general information:
● Information about how to format charts on page 132
● General tab on page 134
● Axis tab on page 136
● Data tab on page 140
● Data Labels tab on page 142
● Fonts tab on page 144
● Legend tab on page 145
● Series Labels tab on page 147
● Title tab on page 148
● Type tab on page 150
● 3D Effects tab on page 152

Organization of procedures
This section includes the following procedures:
● Changing general chart parameters on page 135
● Changing axis titles on page 139
● Adding, removing, or rearranging data items on page 141
● Defining data labels on data points on page 143
● Changing fonts on page 145
● Formatting the chart legend on page 146
● Editing data item headings on page 148
● Formatting the title on page 149

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 ● Selecting a chart type on page 151
● Controlling the 3D appearance on page 154

Information about how to format charts

This section includes the following topics:
● What are charts? on page 132
● About the Chart Format Options window on page 133
● How to access the window on page 133
● How your changes affect others on page 133

What are charts?

Charts provide a graphical representation of data. Values or data points are displayed in formats
such as bars, lines, filled areas, and pie charts. These data points are grouped into series that
are identified with unique colors. In many chart types, one data point from each series is
grouped together by category across an axis. A chart can also have a title and a legend.
Categories are plotted along the x-axis, values are plotted along the y-axis. A two-dimensional
chart shows series next to each other, while a three-dimensional chart plots series along the
z-axis.

Example

Title

Y-Axis

Z-Axis

X-Axis

Series Labels

Legend

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About the Chart Format Options window
The Chart Format Options window gives you access to the General, Axis, Data, Data Labels,
Fonts, Series Labels, Legend, Title, Type, and 3D Effects tabs for formatting charts on
reports.

How to access the window

If the report you want to design includes a chart, you can format how the chart is displayed and
what is displayed on the chart. Access the Chart Format Options window by doing any of the
following tasks:
● Double-click a chart in the report.
● Select Chart from the Format menu.
● Select Format Chart from the right mouse button pop-up menu.

How your changes affect others

The changes you make to a report’s format affect only your view of the report. The changes do
not affect how other CMS users see the report unless you are in Design Mode.

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General tab
Select the General tab to specify several general options that apply to the chart.

Example

General tab options

You can change the following chart parameters:
● Background Color - You can specify whether the backdrop of the chart is a solid color or
whether it is displayed as a gradient. The gradient transition can be one of the following
options: horizontal, vertical, rectangle, or oval. The quality of the gradient effect will vary
depending on what video card is installed in the PC. The quality of the gradient effect for
printed reports depends on the capabilities of the printer.
● Options - Select the check boxes, as appropriate, to include or omit grid lines, chart borders,
and legend borders on the report.
● Real-Time - If the chart is part of a real-time report and is a rolling chart, you can specify the
number of data points to be displayed in the chart. Permitted values are 2 through 100, with
10 the default. A rolling chart is a line chart that is initially displayed with no data points. For
each refresh of the report, a data point is added. As data points are added, the chart “rolls”
from left to right. When enough refreshes have occurred that the chart displays the number of
specified data point, at the next refresh, the oldest data point is dropped from the display and
the newest data point is displayed.

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Changing general chart parameters
To change general chart parameters:
1. In the Background Color box, select Report Background, Solid, or Gradient.

If you select … Then …

Report The background of the report will default to the color

Background you set on the Options Report Colors tab which is
accessed from the Controller Tools menu.
Solid Select the square next to the Background Color
option to set the color of the report background.
Gradient The report background will combine the two colors you
select in the squares to the right of the Gradient
Colors option.
You can select the type of gradient that will be used
from the drop-down list below the Gradient option.
The available types are horizontal, vertical, rectangle,
and oval.

2. In the Options box, select the check boxes, as appropriate.

● Select Grid Lines On to include the lines between rows and columns on any grid that
displays on the chart.
● Select Chart Border On to include a border around the chart.
● Select Legend Border On to include a border around the chart legend.
3. If the report you want to design is a real-time report, or if it is a real-time component of an
integrated report, you can make the chart a rolling chart. To do this, select the Rolling
Chart check box and then define the Number of Data Points that you want displayed on
the chart.
Permitted values for the number of data points are 2 through 100.
4. Select Apply to make the changes and to keep the Chart Format Options window open.
5. Select OK to make the changes and to close the Chart Format Options window.

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Axis tab
Use the Axis tab to specify the title that will be displayed on each axis of the chart report.

Example

Axis tab options

You can change the following chart parameters:
● Axis Display on page 136
● Category on page 137

Axis Display
Makes each of the axes visible or invisible. The choices are X Axis, Y Axis, 2nd Y Axis, and Z
Axis.
The 2nd Y Axis is available only for bar charts. Select this check box to display the y-axis
information on the right side of the bar chart. This is in contrast to the standard y-axis that
displays on the left side of the chart.
The Z Axis is available only for 3D bar charts. Select this check box to make the chart look
3-dimensional.

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Category
Select the category, or database item, that you want to use as the x-axis on the chart. You can
use the drop-down menu to select any of the database items you included in the query for this
chart.
● Category for X-Axis - This item is the same as the Available Items box in the Insert Query
Chart Assistant. Select the database item that you want to use as the category for the chart.
The Category is usually none for real-time charts, or a time database item for historical
charts.
There are three columns used to define the category and series for the chart. The
information gathered by each column is as follows:
- Column 1 - Category (can be none)
- Column 2 - Series (usually Split)
- Column 3 - Data
● Show Value as Name - This item shows the selected category as a Dictionary name.
● Format - Use the drop-down list to select the applicable formats for the selected category. If
you want to view all of the available formats for all types of data, select the Show All
Formats check box.
● One data value per row - Shows one line of data when multiple rows of data are retrieved in
the query. When One Data Value per Row is selected, the first item listed in the Category
for X-Axis drop-down list is the item that is used for the chart category.

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 Example 1
In the following example, the Category (Column 1) is the time that was selected on the input
window, Series are the splits that were selected on the input window, and Data is the data that
was retrieved from the CMS database for those splits/skills on the specified date for the
specified time period. Also, the Show Value as Name field was not checked.

Series
Category (Column 2)
(Column 1)

Data
(Column 3)

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 Example 2
The previous example showed a report with One Data Value per Row selected. Following is an
example of the same report, with the same Category item (STARTTIME), without One Data
Value per Row selected.

In the first example, you can see that the report shows one row of data for the interval beginning
at 10:00 AM, one row of data that includes information for each split/skill for the interval
beginning at 10:30 AM, and one row of data for the interval beginning at 11:00 AM. In the
second example, there is a row of data shown for each split/skill for each interval.

Changing axis titles

To change the title that will display on each axis of the chart report:
1. Depending on the type of chart you are formatting, select the appropriate Axis check box.
The following are examples of chart types: bar, line, area, step, clustered bar, horizontal bar,
or pie as selected on the Type tab.
2. In the appropriate text box, enter the title you want assigned to the axis.
3. In the Category for X-Axis box, which is the same as the Available Items box in the Insert
Query Chart Assistant, select the database item that you want to use as the category for
the chart. The Category is usually none for real-time charts, or a time database item for
historical charts.

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 4. Select the Show Value as Name check box if you want to show the selected category as a
Dictionary name. This check box is available only when the selected category is an item
that can be defined in the Dictionary.
5. Select the Format in which the category will be displayed.
Use the drop-down list to select from the applicable formats for the selected category. If you
want to view all of the available formats for all types of data, select the Show All Formats
check box.
6. Select the One Data Value per Row check box to show one line of data when multiple rows
of data are retrieved in the query.
When One Data Value per Row is selected, the first item listed in the Category for X-Axis
drop-down list is the item that is used for the chart category.
7. Do one of the following actions:
● Select Apply to make the changes and to keep the Chart Format Options window
open.
● Select OK to make the changes and to close the Chart Format Options window.

Data tab
Use the Data tab to add, remove, or rearrange data items in the chart. The available data items
are the data items that are specified in the query that this chart uses.

Example

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Data tab options
You can change the following chart parameters:
● Available Data - Lists all of the data items that are available, based on the query you used
for the chart or table.
● Data on Chart - Displays the data items that are currently used in the chart.

Adding, removing, or rearranging data items

To add, remove, or rearrange data item:
1. Do one of the following actions:

To … Then select an item on the Data on

Chart list and …

Add data items to the chart Select Add.

Remove data items from the chart Select Delete.
Rearrange the order in which items display Use Up and Down to move the item to the
on the chart appropriate place on the list.

2. Select Apply to make the changes and to keep the Chart Format Options window open.
3. Select OK to make the changes and to close the Chart Format Options window.

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Data Labels tab
Use the Data Labels tab to define where the labels of each data point on the chart will be
displayed and to define how the labels will be displayed.

Example

Data Labels tab options

You can specify the following parameters:
● None - No labels are displayed.
● Above Point - The label is displayed above the data point. This location is valid only for bar,
line, area, and step charts.
● Below Point - The label is displayed below the data point. This location is valid only for bar,
line, area, and step charts.
● Center - The label is displayed centered on the data point. This location is valid only for bar,
line, area, and step charts.
● Base - The label is displayed along the category axis, directly beneath the data point. This
location is valid only for bar, line, area, and step charts.
● Inside - The label is displayed inside a pie slice. This location is valid only for pie charts.
● Outside - The label is displayed outside a pie slice. This location is valid only for pie charts.

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 ● Left - The label is displayed to the left of the related data point.
● Right - The label is displayed to the right of the related data point.
If data point labels are displayed, you can specify that they include one of the following display
options:
● Value - The value of the data point displays in the label.
● Percent - The value of the data point displays in the label as a percentage.
● Series Name - The series name is used to label the data point.
● Category Name - The category name is used to label the data point.
The position of data point labels can affect the readability of the chart. The label text may
overlap in some situations, making it difficult or impossible to read the labels.

Defining data labels on data points

To define where the labels of each data point on the chart will be displayed, and to define how
the labels will be displayed:
1. In the Location box, select the location where you want the data point labels to display on
the chart.
2. In the Show Label Text box, select the option that corresponds with how you want the data
point labels to display on the chart.
3. Select Apply to make the changes and to keep the Chart Format Options window open.
4. Select OK to make the changes and to close the Chart Format Options window.

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Fonts tab
Use the Fonts tab to edit the fonts of the title, data point labels, legend, axes, and series labels
on the chart report.

Example

Fonts tab options

You can specify the following parameters:
● Fonts - Lists all of the available report items for which you can edit the fonts.
● Choose Font - Takes you to the Font selector window, where you can edit the font size and
style for each type of text.

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Changing fonts
To change the fonts:
1. Select Choose font next to the report item for which you want to change the font.
The Font window is displayed.
2. Select the Font, Font style, Size, Effects, Color, and Script that you want assigned to the
selected text.
3. Select OK.
The Chart Format Options window is displayed.
4. Select Apply to make the changes and to keep the Chart Format Options window open.
5. Select OK to make the changes and to close the Chart Format Options window.

Legend tab
Use the Legend tab to control the location of the chart legend.

Example

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Legend tab options
The available options on the Legend tab are as follows:
● Visible check box - Allows you to display or not to display the report legends.
● Location of legend - If you elect to have report legends visible, you can select where the
legend is displayed. The available options are Top Left, Top (center), Top Right, Left,
Right, Bottom Left, Bottom (center), and Bottom Right.
Since legends take up space, the drawn chart will be smaller if you have selected the Visible
check box. To increase the size of the chart, do not select the Visible check box or maximize
the report window.

Formatting the chart legend

To format the chart legend:
1. Select the Visible check box to make the legend of the chart display on the report.
2. Select the Location (Top Left, Top, Top Right, Left, Right, Bottom Left, Bottom, or
Bottom Right) where you want the legend to display on the chart.
3. Do one of the following tasks:
● Select Apply to make the changes and to keep the Chart Format Options window
open.
● Select OK to make the changes and to close the Chart Format Options window.

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Series Labels tab
Use the Series Labels tab to edit the labels, or headings, that are assigned to each data item
that is used in a chart.

Example

Series Labels tab option

You can specify the following parameters:
● Labels table - Shows the labels that are currently used in the chart. To edit the text, place the
cursor in the Label column and type the appropriate information.

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Editing data item headings
To edit data item headings:
1. Place the cursor in the table cell that contains the heading, or label, you want to modify.
2. Enter the new name or edit the existing name.
3. Do one of the following tasks:
● Select Apply to make the changes and to keep the Chart Format Options window
open.
● Select OK to make the changes and to close the Chart Format Options window.

Title tab
Use the Title tab to control the location of the chart title.

Example

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Title tab options
The following options are available on the Title tab:
● Visible check box - Allows you to display or not to display the report titles.
● Location - If you elect to have report titles visible, you can select where the titles are
displayed. The available options are Top Left, Top (center), Top Right, Left, Right, Bottom
Left, Bottom (center), and Bottom Right.
Since the title takes up space, the drawn chart will be smaller if you have selected the Visible
check box. To increase the size of the chart, do not select the Visible check box or maximize
the report window.

Formatting the title

To format the title:
1. Select the Visible check box to make the title of the chart display on the report.
2. In the Title text box, edit the content of the chart title.
3. Select the Location as Top Left, Top, Top Right, Left, Right, Bottom Left, Bottom, or
Bottom Right where you want the title to be displayed on the chart.
4. Do one of the following tasks:
● Select Apply to make the changes and to keep the Chart Format Options window
open.
● Select OK to make the changes and to close the Chart Format Options window.

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Type tab
Use the Type tab to change the chart type from 2-dimensional to 3-dimensional, and vice versa.
You can also use this tab to specify the type of table you want. For example, you can choose a
bar chart or a pie chart.

Example

Type tab options

The available options on the Type tab are as follows:
● 2D and 3D - Changes the chart to 2-dimensional or 3-dimensional views. 2D charts update
faster than 3D charts, so if the drawing speed seems too slow, you may want to display
charts as 2D.
● Chart Type - Specifies how the data is presented. You choose a chart type from the list. The
types of charts available vary slightly depending on whether a 2D or 3D chart has been
selected. All possible chart types are listed here:
- Bar Chart (2D and 3D)
- Line Chart (2D and 3D)
- Area Chart (2D and 3D)
- Step Chart (2D and 3D)
- Horizontal Bar Chart (2D and 3D)

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 - Clustered Bar Chart (3D only)
- Pie Chart (2D and 3D)
● Stacked - Causes the data for all series to be stacked rather than shown separately. This
check box is disabled for pie charts.
● % Axis - Causes the value axis (y-axis) to be displayed as percentages rather than as actual
data values. This can be combined with the stacked format to produce a percentage stacked
chart.

Selecting a chart type

To select a chart type:
1. Based on whether you want the report to display two-dimensionally or three-dimensionally,
select 2D or 3D.
2. Select the Chart Type.
● The available types for two-dimensional charts are Bar, Line, Area, Step, Horizontal
Bar, and Pie.
● The available types for three-dimensional charts are Bar, Line, Area, Step, Clustered
Bar, Horizontal Bar, and Pie.
3. For any type of report other than Pie, you can select the Stacked check box to display all
series together rather than separately.
If you select the Stacked check box, you can also select the % Axis check box, which
causes the y-axis to be displayed as percentages rather than as data values.
4. Do one of the following tasks:
● Select Apply to make the changes and to keep the Chart Format Options window
open.
● Select OK to make the changes and to close the Chart Format Options window.

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3D Effects tab
Use the 3D Effects tab to control the 3D appearance of the chart. If the current chart is a 2D
chart, this tab is disabled.

Example

3D Effects tab options

You can change the following parameters:
● Elevation - This is a number from 0 through 90 degrees, and describes the relative height
from which a chart is viewed. An elevation of 90 looks directly down on the top of the chart,
while an elevation of 0 looks directly at the side of the chart. The example charts throughout
this document use an elevation of 30 degrees.
● Rotation - This is a number from -360 through 360 degrees, and specifies the angle that the
chart is turned relative to the viewing position. The example charts throughout this document
use a rotation of 60 degrees. Rotation does not apply to 3D pie charts.
● Projection - This selects one of three mathematical algorithms used to give a 3D
appearance on a 2D sheet of paper or computer screen. The following values can be
chosen:

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 - Oblique: The chart has depth but the X-Y plane does not change when the chart is
rotated or elevated.

- Orthogonal: Perspective is not applied to the chart, resulting in less of a 3D effect. The
advantage of this type of projection is that vertical lines remain vertical, making some
charts easier to read.

- Perspective: This provides the most realistic 3D appearance. Objects farther away from
you converge toward a vanishing point.

● Viewing Distance - This is a number from 50 through 1000 that represents the distance from
which the chart is viewed as a percentage of the depth of the chart.
● Width to Height - This is a number from 5 through 2000 that represents the percentage of
the chart’s height that is used to draw the chart’s width.
● Depth to Height - This is a number from 5 through 2000 that represents the percentage of
the chart’s height that is used to draw the chart’s depth.

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Controlling the 3D appearance
To control the 3D appearance of the chart:
1. To change the degree of the top to bottom Elevation of the chart, enter a new number in the
Elevation box.
2. To change the degree of Rotation of the chart, enter a new number in the Rotation box.
3. To change the type of Projection used for the chart, select a type from the Projection
drop-down list.
4. Edit the ratios of width to height and depth to height, as appropriate.
5. Do one of the following tasks:
● Select Apply to make the changes and to keep the Chart Format Options window
open.
● Select OK to make the changes and to close the Chart Format Options window.

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Chapter 12:Format | Table

This section describes the Format | Table menu option.

Report Designer allows you to format report tables after they have been inserted on the report.
You will use the Table option from the Format menu to edit tables on your designer reports.

Organization of general information

This section includes the following general information:
● Information about how to format tables on page 156
● General tab on page 157
● Data tab on page 159
● Fonts tab on page 160
● Format tab on page 162
● Headers tab on page 164
● Sort tab on page 165
● Summary tab on page 167

Organization of procedures
This section includes the following procedures:
● Using the General tab on page 158
● Using the Data tab on page 160
● Using the Fonts tab on page 161
● Using the Format tab on page 163
● Using the Headers tab on page 165
● Using the Sort tab on page 166
● Using the Summary tab on page 168

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Information about how to format tables
If you are in a report that contains a table, you can format how the table displays and what is
displayed in the table.
This section includes the following topics:
● About the Table Format Options window on page 156
● Accessing the Table Format Options window on page 156
● How your changes affect others on page 156

About the Table Format Options window

Use the Table Format Options window to make layout changes to a table. All changes made
are saved as part of the report view when you save the report.

Accessing the Table Format Options window

You can access the Table Format Options window in any of the following ways:
● Double-click a column heading in the report.
● Select Format Table or Sort by from the Format menu list or the right mouse button pop-up
menu.

If you select … Then the Table Format Option window is

displayed with the …

Format Table General tab active

Sort by Sort tab active

How your changes affect others

The changes you make to a report’s format affect only your view of the report. The changes do
not affect how other Supervisor users see the report.

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General tab
Use the General tab to make table format changes to gridlines, column and row scrolling, and
orientation.

Example

General tab options

You can change the following table parameters:
● Show Gridlines - This specifies whether grid lines are shown in the table.
● Fixed Columns - This specifies the number of columns from the left of the table that are
fixed in place and do not scroll. Valid values are in the range of 0 through 99. You can use the
spin boxes to select a valid value or you can manually enter the value.
● Fixed Rows - This specifies the number of rows from the top of the table that are fixed in
place and do not scroll. Valid values are in the range of 0 through 99. You can use the spin
boxes to select a valid value or yoiu can manually enter the value.
● Orientation - Horizontal builds the table with the column names across the top of the table,
so that the table reads from left to right. Vertical builds the table with the column names
down the left side of the table, so that the table reads from top to bottom.

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Using the General tab
To use the General tab:
1. Select the Show Gridlines check box if you want the table to include lines between the
columns and rows.
2. In the Fixed Region box, define the number of Columns on the table that will not scroll.
You can enter the appropriate number or use the up and down arrows to select a valid
number.
3. In the Fixed Region box, define the number of Rows on the table that will not scroll. You
can enter the appropriate number or use the up and down arrows to select a valid number.
4. In the Orientation box, select Horizontal if you want the table to display with the column
names across the top of the table. Select Vertical if you want the table to display with the
column names down the left side of the table.
5. Do one of the following actions:
● Select Apply to make the changes and to keep the Table Format Options window
open.
● Select OK to make the changes and to close the Table Format Options window.

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Data tab
Use the Data tab to add data items to, to remove data items from, and to reorganize the order of
data items on the currently-selected table.

Example
.

Data tab options

You can specify the following parameters:
● Available Data - Lists all of the data items that are available, based on the query you used
for the chart or table.
● Data on Table - Displays the data items that are currently used in the table.

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Using the Data tab
To use the Data tab window:
1. To add data items to the table, select an item from the Available Data list and select Add.
2. To remove data items from the table, select an item from the Data on Table list and select
Delete.
3. To rearrange the order in which items appear on the table, select an item on the Data on
Table list and use Up and Down to move the item to the appropriate place on the list.
4. Do one of the following actions:
● Select Apply to make the changes and to keep the Table Format Options window
open.
● Select OK to make the changes and to close the Table Format Options window.

Fonts tab
Use the Fonts tab to edit the fonts of the data, headers, and summary information on the table
report.

Example
.

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Fonts tab options
You can specify the following paramters:
● Fonts - Lists all of the available report items for which you can edit the fonts.
● Choose Font - Takes you to the Font selector window, where you can edit the font size and
style for each type of text.

Using the Fonts tab

To change the fonts:
1. Select Choose font next to the report item that you want to change the font.
The Font window is displayed.
2. Select the Font, Font style, Size, Effects, Color, and Script that you want assigned to the
selected text.
3. Select OK.
The Table Format Options window is displayed.
4. Do one of the following actions:
● Select Apply to make the changes and to keep the Table Format Options window
open.
● Select OK to make the changes and to close the Table Format Options window.

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Format tab
Use the Format tab to alter the format of each column that is included in the table. The
database items that make up the columns of the table are listed in the Item column in the Table
section. For each Item, you can assign a variety of formatting characteristics.

Example

Format tab options

You can specify the following parameters:
● Item - Shows the database item, and table from which the data is retrieved, that is used for
this column of the table.
● Show Value As - Use the drop-down list to select the format in which you want the value to
be displayed. The Show Value As formatting applies only to data types that can be defined
in the Dictionary.
● Align - Allows you to select the alignment of a field or column in a table. Available options for
alignment are Left, Right, and Center.
● Format - The options available for the format will depend on the type of item you want to edit.
For instance, a field that displays time will allow you to choose from a variety of time formats.
A field that is a number will allow you to choose from a variety of number formats.

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 ● Show All Formats - You can select the Show All Formats check box to display the formats
that are available for all field types. This check box is active only during the current use of the
Format Table window. The next time you access the window, the check box will not be
active.
● Zeros as Blanks - Select this check box to display cells on the table that contain zeros as
blank. If you do not select the check box, the cells that contain zeros will display zeros.
● Merge with Next - Select the check box to merge this column with the column to the right on
the table.

Using the Format tab

To edit the formatting on a table:
1. In the Item column of the table, select the data item that you want to edit.
2. In the Show Value As column, use the drop-down list to select how you want to have the
data item displayed. The available values vary, depending on the data item.
3. In the Align column, use the drop-down list to select how you want the data item to be
aligned on the table. Available values are Left, Right, and Center.
4. In the Format column, if available, select the time format or the number format as
appropriate in which you want the data item displayed. The available choices reflect the
specific data item you are formatting.
5. In the Show All Formats column, select the check box if you want the Format column to
display all of the available data formats, regardless of the type of data item that you have.
6. In the Zeros as Blanks column, select the check box if you want to display cells on the
table that contain zeros as blank. If you do not select the check box, the cells that contain
zeros will display zeros.
7. In the Merge with Next column, select the check box to merge this column with the column
to the right.

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Headers tab
Use the Headers tab to turn table headers on and off and to edit the text that appears in each
column heading of the table.

Example

Headers tab options

You can specify the following parameters:
● Header Option - Select the Show Headers check box if you want the table report to include
the headers.
● Table Header - This table shows the column headings that are currently used on the report.

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Using the Headers tab
To change the column headings on the table:
1. Place the cursor in the table cell that contains the heading you want to modify.
2. Enter the new name or edit the existing name.
3. Do one of the following tasks:
● Select Apply to make the changes and to keep the Table Format Options window
open.
● Select OK to make the changes and to close the Table Format Options window.

Sort tab
Use the Sort tab to specify the order in which the information on the real-time table report is
displayed.

Example

Sort By Criteria Sort Order

Drop-Down Lists

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Sort tab options
You can specify the following parameters:
● Sort By - When you set up display order for a real-time report, specify the sort column under
Sort By and the sort order as Ascending or Descending. The drop-down list for Sort By
lists all of the database table and item names used in the report.

Using the Sort tab

When you set up display order for a report, specify the sort column under Sort By and the sort
order as Ascending or Descending. The drop-down list for Sort By lists all of the database
table and item names used in the report.
Some examples of sorting are as follows:
● Viewing a list of agents alphabetically on page 166
● Searching for agents on page 166

Viewing a list of agents alphabetically

To view a list of agents alphabetically:
1. Select Name from the first Sort By drop-down list.
2. Select Ascending as the sort order.
3. Leave the other two Sort By boxes set to (none).

Searching for agents

To search for agents who have been in a certain state for too long:
1. Select WORKMODE from the first Sort By drop-down list
2. Select TIME from the second Sort By drop-down list
3. Select Descending as the sort order for the second Sort By.
Sorting may cause the report to take longer to refresh. If you want to speed up the refresh rate,
select (none) for all of the Sort By criteria to turn off the sort options.

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Summary tab
Use the Summary tab to include or exclude summary lines from the currently-selected table.
You can include a summary line for each query that is used in the report.
If this table includes an integrated query, the Summary tab will not display.

Example

Summary tab options

You can specify the following parameters:
● Summary Options - Allows you to include or exclude summary (totals) lines on table
reports.

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Using the Summary tab
To include a summary line:
1. Select Show Summary.
2. Select a query from the Query box.
3. Select Top or Bottom, based on where you want the summary line to be located.
4. Do one of the following tasks:
● Select Apply to make the changes and to keep the Table Format Options window
open.
● Select OK to make the changes and to close the Table Format Options window.

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Chapter 13:Format | Field

This section describes the Format | Field menu option.

Use Report Designer to format report fields after they have been inserted on the report. You will
use the Field option from the Format menu to edit fields on your designer reports.

Organization of general information

The Field Format Options window on page 170

Organization of procedures
This section includes the following procedures:
● Creating or changing a label for the field on page 171
● Editing the format of a field on page 172

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The Field Format Options window
Use the Field Format Options window to choose the formats for fields defined in queries. To
open the Field Format Options window, select Field from the Format menu.

Example

Field Format Options field descriptions

The Field Format window includes the following options:

Field Description

Visible check box Allows to display or not display report legends.

Location of legend as: Allows you to select where the legend displays if you
● Above choose to display report legends.
● Left
● Right
● Below

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 Field Description

Label Enter a brief description of the field. For example, for a

field that displays the name of the split/skill for which the
report was run, you might label the field Split/Skill.
Font (in the Field Label box) Opens the Font window, which allows you to change
any of the font attributes for the field label.
Format Provides a drop-down list to select the format which you
want the value to be displayed.
Align Allows you to select the alignment of a field or column in
a table. Available options for alignment are left, right,
and center.
Show Value as Name Shows the field as name.
Font (in the Field Content Opens the Font window, which allows you to change the
box) font attributes for the field content.

Creating or changing a label for the field

To create or change a label for the field:
1. Select the field on the report.
2. Select Field from the Format menu.
The Field Format Options window is displayed. This window allows you to create a label
or heading for the field, and to edit the format of the field itself.
3. From the Field Label box, select the Visible check box.
4. Select the location (Above, Below, Left, or Right) where you want the label to appear.
5. In the Label field, enter the words that you want the label to display.
6. To change the font of the label, select Font to access the Font window.
7. Do one of the following tasks:
● Select Apply to make the changes and keep the Field Format Options window open.
● Select OK to make the changes and to close the Field Format Options window.

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Editing the format of a field
To edit the format of a field on your report:
1. Select the field on the report.
2. Select Field from the Format menu.
The Field Format Options window is displayed. This window allows you to create a label
or heading for the field, and to edit the format of the field itself.
3. From the Format drop-down list, select the format in which the field will display.
The options available for the field format will depend on the type of field you want to edit.
For instance, a field that displays time will allow you to choose from a variety of time
formats. A field that is a number will allow you to choose from a variety of number formats.
You can select the Show All Formats check box to display the formats that are available for
all field types.
4. .To align the field, select Left, Right, or Center from the Align drop-down list.
5. Select the Show Value as Name check box if you want to edit a field that displays an Avaya
Call Management System (CMS) entity (split/skill, agent, and so on) that can be named in
the Dictionary and you want the Dictionary name for the field to display instead of the
number.
6. To change the font of the field, select Font to access the Font window.
7. Do one of the following tasks:
● Select Apply to make the changes and to keep the Field Format Options window open.
● Select OK to make the changes and to close the Field Format Options window.

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Chapter 14:Format | Text

This section describes how to use the Format | Text menu option.
Report Designer allows you to format the font style and size of text that appears on a report.
You will use the Text option from the Format menu to edit text on a report.
This section includes the following topics:
● The Text Format Options window on page 173
● Formatting text on page 174

The Text Format Options window

To open the Text Format Options window, select a text item on the report and then select Text
from the Format menu. The Text Format Options window allows you to change the font
display characteristics for the selected text.

Example

Text Format Options parameters

You can specify the following parameters:
● Text contents - Enter the word or phrase that you want to insert on the report in this text box.

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 ● Text font - Opens the Font window, which allows you to change the Font, Font style, Size,
Effects, Color, or Script box.

Formatting text
To format text on a report:
1. Select the text on the report.
2. Select Text from the Format menu.
The Text Format Options window is displayed.
3. Select Font.
The Font selector window is displayed.
4. Select the Font, Style, Point size, Effects, and Script that will apply to the text string you
want to edit.
5. Select OK.
The Font selector window is closed.
6. Do one of the following tasks:
● Select Apply to make the changes and to keep the Text Format Options window open.
● Select OK to make the changes and to close the Text Format Options window.

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Appendix A: Error messages

This section describes Report Designer error messages and what to do to resolve the error
messages.
The errors described in this section usually are the result of a problem in the query that you
want to test.
This section includes the following general information:
● Phase 1 error messages on page 176
● Phase 2 historical report error codes on page 177
● Phase 3 real-time report error codes on page 181

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Phase 1 error messages
This section contains information about Phase 1 error messages.
The following table lists the phase 1 error messages alphabetically, and includes a cause and a
recommended solution for each message.

Message Cause Solution

$<variable name> not defined The WHERE clause contains a Define the variable using the
variable that is not defined. define input action or remove the
variable from the row search
criteria.
Cannot mix aggregates and You cannot specify both Create two identical row search
nonaggregates in the select aggregate columns and conditions and apply one to the
nonaccredited columns in the aggregate columns and one to
same select for real-time the nonaccredited columns.
reports.
Cannot use the SYN function You cannot use a synonym to Remove the aggregate from the
for order by sort the output in the query. Order by field. Use grid sorting
to order the item.
Avaya CMS system error - An Avaya Call Management Verify the error in the error log to
Check the error log System (CMS) system error initiate corrective action.
occurred while the select If you run a report that merges
executed. The error should be data from two tables (particularly
recorded in the error log. tables with large amounts of
data) into a single field and your
Select rows where statement is
not specific enough, you may get
this error message. The specific
cause may be that the number of
selected rows is very large, and
CMS does not have enough
space to create temporary files. If
this is the case, you should add
additional WHERE clauses to the
row search criteria.
Avaya CMS system error - Data CMS cannot test the row Turn data collection on and rerun
collection off search criteria while data test of report design.
collection is off.
Avaya CMS system error - Too Too much data was retrieved Add more conditions to the row
much data retrieved - try a more with the given row search search criteria so that fewer rows
restrictive search criteria. are retrieved.

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 Message Cause Solution

Avaya CMS system error - CMS cannot test the row Wait until configuration data has
Updating translations search criteria while CMS is been sent. Then rerun the test of
receiving the set of report design.
configuration data from the
communication server.
keyword <variable> invalid in You cannot use the specified Remove the specified keyword
where clause keyword in a row search from the row search criteria.
criteria.

Phase 2 historical report error codes

This section contains the CMS database error codes that are most likely to appear for CMS
historical reports.
This section includes the following topics:
● Format on page 177
● List of phase 2 error codes on page 178

Format
These errors are reported in the following format:
INFORMIX error: <error number>
In addition, a circumflex (^) may appear to mark the location of an error.

Related topic
If an error code appears that is not listed in this document, see the INFORMIX SQL Relational
Database Management System Reference guide for INFORMIX SQL.

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List of phase 2 error codes
The following table describes each phase 2 error code and the recommended corrective action.

Error Description Solution

201 A syntax error has occurred. Verify that you have not misspelled an RDSQL
statement, placed key words out of sequence, or
included an SQL reserved word in your query.
202 An illegal character has been found Remove the illegal character (often a nonprintable
in the statement. control character) and resubmit the statement.
203 An illegal integer has been found in Integers must be whole numbers from -2,147,483,647
the statement. to 2,147,483,647. Verify that you have not included a
number with a fractional portion or a number outside
the acceptable range. Verify also that you have not
inadvertently entered a letter in place of a number (for
example, 125p3 instead of 12503).
204 An illegal floating-point number has Verify that you have not inadvertently entered a letter in
been found in the statement. place of a number (for example, 125p3 instead of
125.03).
206 The specified table name is not in Verify the spelling of the table name in your statement.
the database.
217 Column column-name not found in Correct the spelling of the database item and ensure
any table in the query. that the item exists in the database table. Verify for the
presence of required commas and quotes.
219 Wildcard matching may not be used Wildcards (*, ?) and characters enclosed in brackets [ ]
with noncharacter types. can be used only with CHAR data types. Verify the data
type for the offending column.
220 There is no “FROM” clause in the You must include a FROM clause in the query. Verify
query. that you do not have an illegal character ($, #, &, and
so on) or a CONTROL character in the line prior to the
FROM keyword.
223 Duplicate table name table-name in Remove the redundant table name from the statement
the FROM clause. or use an alias to rename one of the tables.
228 Cannot have negative characters. Verify that you have not included a negative CHAR
data type (for example, -a or -p) in your statement.
278 Too many ORDER BY columns; Reduce the number of columns included in the ORDER
maximum is eight. BY clause to eight or fewer.

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 Error Description Solution

280 Total size of ORDER BY columns Reduce the number of columns included in the ORDER
exceeds 120 bytes. BY clause so that the total number of characters is
fewer than or equal to 120 (perhaps delete a CHAR
column of 30 or more characters).
282 Found a quote for which there is no Verify that all quoted strings are properly terminated
matching quote. with a quote.
284 A subquery has not returned Verify data for the subquery. Restructure the subquery
exactly one value. by adding more components in the WHERE clause so
that only one value is returned.
297 The SELECT list may not contain a Remove the subquery from the SELECT list in the
subquery. statement.
300 There are too many GROUP BY Reduce to eight or fewer the number of nonaggregate
columns (maximum is eight). database items that are assigned the same row search
ID as that assigned to an aggregate function.
301 The total size of the GROUP BY The total number of characters in all columns listed in
columns exceeds 120 characters. the GROUP BY list exceeds 120 characters. Reduce
the number of nonaccredited database items that are
assigned to a row search ID that is also assigned to an
aggregate function.
303 Expression mixes columns with Restructure your query so that columns and
aggregates. aggregates are not included in the same expression.
309 ORDER BY database item must be Verify that database items included in the ORDER BY
included in a report field to which clause appear in the report and are assigned to row
the row search ID is assigned. search ID.
324 Ambiguous database item. A database item in your row search criteria exists in
more than one table also cited in your row search
criteria. Precede each database item with the
appropriate table name.
352 Database item not found. Verify the spelling of the database item.
367 Sums and averages cannot be Verify that you have not included a database item of a
computed for character columns. string type (VDN, LOGID, and so on) in the aggregate
function statement.
522 A database item in a field/bar does Verify the Select statement that has the error. The
not exist in the table specified in the database item that does not exist in the table will be
field’s row search ID. marked with a circumflex (^). Change or delete the
database item or change the table in the field’s row
search ID.
809 RDSQL syntax error has occurred. Verify that you have not misspelled an RDSQL
statement, placed key words out of sequence, or
included an SQL reserved word in your query.

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Error Description Solution

1202 An attempt was made to divide by Verify that you are not attempting to divide a numerical
zero. column type by a character column type (for example,
16/Jones). Also verify that the value of the divisor does
not equal zero.
1203 Values used in a MATCH must both Verify that the values included in your MATCH
be type CHARACTER. condition are both CHAR types. Use an alternate
comparison condition for non CHAR types.
1204 Invalid year in date. Acceptable years are 0001 to 9999. If two digits are
used, RDSQL assumes that the year is 19xx. Verify the
value entered in the date field.
1205 Invalid month in date. Months must be represented as the number of the
month (01 through 12). Verify the value entered in the
date field.
1206 Invalid day in date. Days must be represented as the number of the day
(01 through 31). Verify the value entered in the date
field.
1226 Decimal or money value exceeds Increase the precision of the DECIMAL or MONEY
maximum precision. field.

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Phase 3 real-time report error codes
Phase 3 real-time report error codes contains the Real-Time Database Manager error codes.
Each code includes a description of the error and a recommended solution.
This section includes the following topics:
● Format on page 181
● List of phase 3 error codes on page 181

Format
These errors are reported in the following format:
Avaya CMS Database Manager error: <error number>
In addition, a circumflex (^) appears to mark the location of an error.

List of phase 3 error codes

The following table describes each phase 3 error code and the recommended corrective action.

Error Description Solution

1 A syntax error has occurred. Verify the select for misspelled keywords or keywords that
are out of order.
2 An illegal character has been Remove the illegal character (often a nonprintable control
found in the select statement. character).
3 The specified table name is Verify the spelling of the table name and verify that you
invalid. have included required commas in the From tables field.
4 An invalid column has been Verify the spelling of the column names.
specified (it is not found in any
of the specified tables).

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Error Description Solution

5 A mixture of aggregates and Create two identical row search conditions, and apply one
nonaggregates are being to the aggregate columns and one to the nonaccredited
selected, and this is not allowed columns.
in real-time reports. (This error
code can also mean
mismatched types in
comparison.)
6 Bad column in the order by Verify that the column name in the order by clause is
clause. spelled correctly and that it is being selected by one of the
fields included in this row search.
7 Bad index in order by clause. Verify that the order by clause has a column in the
SELECT clause or a number that indicates a position of
the column in the select clause.
8 Bad argument given to an Verify the arguments for the aggregates and be sure that
aggregate function. For data type is appropriate.
example, you cannot take the
SUM or AVG of a character
column.
9 In the Select of one of the fields Verify for these types of errors in the fields associated with
associated with this row search, the row search.
an action is being performed
with the wrong data types. For
example, you cannot use
arithmetic with character fields.
10 Error with subquery There may be a subquery in the WHERE clause that CMS
does not support. Verify the subqueries. This typically
happens with an Agent Group report (a SELECT
embedded within a SELECT).
11 Avaya CMS system error Verify the error logs.
12 Memory allocation error Verify the error logs.
13 Query cannot select more than Verify the error logs.
one table.

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Appendix B: How CMS stores and retrieves
data

The most important and difficult part of designing a report is defining the data that goes into the
report. To define report data, you must first understand how the Avaya Call Management
System (CMS) stores and retrieves data.
This section includes the following topics:
● How CMS stores data on page 183
● How CMS retrieves data on page 184

How CMS stores data

This section includes the following topics:
● Table on page 183
● Database items on page 184
● Row on page 184
● Index on page 184

Table
CMS stores data in a CMS database that is divided into 52 different tables. A table is an array of
columns and rows that stores data for a type of ACD element (split/skill, agent, trunk, trunk
group, VDN, vector, call work code, forecasting, agent trace, call records, or exceptions) and for
a specific time frame (for the current intrahour interval, for past intrahour intervals, for past day,
summarized by day, and so on). If data in a table is in real time, data changes second by
second.

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Database items
The CMS database uses names to refer to columns of data in a table. These names are called
database items. For a complete listing of database items, see the Avaya CMS Database Items
and Calculations document.

Row
Each row in a table contains data that is related by the values of one or more of the columns.
For example, each row in the Current Interval Agent table contains data related by agent login
ID.

Index
A column that causes the values in a row to be related is called an index. An index stores data
sequentially and adds structure for the storage of data in the other columns. For each value in
an index column, the remaining values in the corresponding row are related to that value.

How CMS retrieves data

This section includes the following topics:
● Three types of information on page 184
● How to tell CMS to retrieve data on page 185
● Identify rows on page 185
● Indexes for search on page 185
● About creating new database tables on page 186

Three types of information

CMS retrieves data from the database based on the following types of information that you
supply when you design a report:
● The name of the table

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 ● The database items in the table
● The rows of data in the table

How to tell CMS to retrieve data

To tell CMS how to retrieve data, you must tell CMS to access the appropriate database table.
Then, for each report field, you assign the appropriate database items. When you run the report,
CMS will find in the table the columns of data associated with the database items.

Identify rows
Next, you identify the appropriate rows that supply data. If you want agents in Split 1, you must
tell CMS to find rows that have the value 1 for the SPLIT database item. When you run the
report, CMS finds the appropriate rows of data in the cagent table.
The data that CMS reports is the data found in the intersection of the selected database items
and rows. Therefore, the report shows data that is similar to the data shown in this figure.

Split: 1

Current ACD ACD Average

Agent ID: State Calls Time Talk Time
1001 AVAIL 21 988 47:00
1002 AVAIL 19 777 40:09
1003 ACD 15 400 26:07
1004 ACD 9 58 6:44
1005 ACD 11 644 58:54
1006 AUX 20 245 12:25
1008 ACW 18 603 33:50
1010 AVAIL 18 203 11:28

Actually, when you design a report, you normally set up the row selection so that the users
running the report can choose the rows in the report's input window. For example, to run the
report in the previous figure, you would set up the row selection so users would fill out a Report
Input window that asked them for a Split number.

Indexes for search

CMS uses indexes to create a structure for storing data. Similarly, CMS uses these indexes to
search for data. Indexes allow CMS to find data much faster than if data were stored more

Avaya CMS R17 Supervisor Report Designer November 2013 185

 randomly. Therefore, when you design a report, the rows of data for the report should be
defined on the basis of index values.

About creating new database tables

The indexes for each standard table are fixed and cannot be changed or deleted. However, if
you define a custom table in the CMS database through SQL, you can define any indexes
desired for that new table.

Example
As an example of how CMS retrieves report data, if you want a custom intrahour interval split
report that lists, by intrahour interval, data for a split in a single day, you must tell CMS to access
the hsplit (Historical Intrahour Interval Split) table. You must then assign the appropriate
database items to the fields. When you run the report, CMS finds the columns of data
associated with the database items in the hsplit table.
Next, you must identify the appropriate rows that supply data. You might want data for the
following items:
● Split 1, which means you must identify rows that have the value 1 for the SPLIT database
item.
● The date 07/02/02, which means you must identify rows with the value 070202 for the
ROWDATE database item.
● The intrahour intervals 8:00 a.m. to 11:00 a.m., which means you must identify rows with the
values 0800 through 1100 for the one database item.
CMS then finds the appropriate rows of data.
The data that CMS reports is thle data found in the intersection of the selected database items
and columns.

Split: 1
Date: 07/02/02

ACD
Interval Calls Abandons
08:00am 399 36
09:00am 400 46
10:00am 394 40
11:00am 418 41

Defining data is the central task of creating and designing a report. However, you must do many
other tasks to create a report.

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Appendix C: Report Designer examples

This section provides examples to help you create and modify reports with Report Designer.
This section includes the following topics:
● Creating an integrated report on page 187
● Modifying an integrated report on page 189
● Creating an expanded AUX reason code report on page 190

Creating an integrated report

The following procedure shows how to create an integrated report in Report Designer that
displays agent states.
To create an integrated report that displays agent states:
1. From the toolbar, select Reports.
The Select a Report window is displayed.
2. Select New.
The Design Mode window is displayed.
3. From the Edit menu, select Inputs.
The Edit Inputs window is displayed.
4. From the Input Types list, select Split/Skill, and select Add.
5. Select OK.
6. From the Edit menu, select Queries.
A Query Assistant window is displayed.
7. Select New.
8. In the Database frame, select Integrated.
9. Under the Table Name column, select the isplit table name, and select Next.
10. From the Database Items list, select on the item to select the following database items:

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 ● Abncalls
● Acdcalls
● Acdtime
● Servicelevel
11. Select Add.
12. Select Next.
13. Select Input Start Time, and select Next.
14. Select the Split/Skill input, and select Next.
15. Name your query chart, and select Done.
16. Close the Query Select window.
The Design Mode window is displayed.
17. From the Report menu, select Save As.
18. Name your report <your name> status, and select Only Me.
19. Select OK.
Notice that your report is now displayed in the Integrated Designer Category.
20. From the Insert menu, select chart.
The Chart Assistant window is displayed.
21. From the Queries drop-down list, select chart.
22. Select Add All.
All data are added to the Data on Chart list.
23. Select Next.
24. Select 2D.
25. Select Bar Graph for your chart type, and select Next.
26. Select (none) in the Available Data list, and select Done.
27. Save your report.

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Modifying an integrated report
This section describes how to modify an existing report with Report Designer.
To modify an existing report:
1. From the Select a Report window, select the Integrated tab.
2. In the Category list, select Designer.
3. In the Report list, select the report you just created, and select Edit.
4. From the Edit menu, select Queries.
A Query Assistant window is displayed.
5. Select New.
6. In the Database frame, select Integrated.
7. Under the Table Name column, select the isplit table name, and select Next.
8. From the Database Items list, select on the item to select the following database items:
● AVAILABLE
● AGINRING
● INACW
● INAUX
● O_ONACD
● OTHER
9. Select Add.
10. Select Next.
11. Select Input Start Time, and select Next.
12. Select the Split/Skill input, and select Next.
13. Name your query table, and select Done.
14. Close the Query Select window.
The Design Mode window is displayed.
15. From the Report menu, select Save.
16. From the Select a Report window, select the Integrated tab.
17. In the Category list, select Designer.
18. In the Report list, select the report you just created, and select Edit.

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 19. From the Insert menu, select Table.
The Table Assistant window is displayed.
20. From the Queries drop-down list, select table, and select Add All.
21. Select Next.
22. In the Orientation frame, select Vertical.
23. In the Options frame, select Headers On and Grid Line On.
24. Select Done.
Your report now has a chart and a table.
25. Move the table so that you can see both the chart and table. By default, the second section
(your table) will overlay the first section (your chart).
26. From the Report menu, select Save.

Creating an expanded AUX reason code report

The standard CMS Supervisor reports for CMS include a new field for the Expanded AUX
feature. The field contains the combined calculated time for AUX reason codes 10 through 99.
This field will be in any reports that display time in AUX. If you need your report to include
specific AUX reason codes, you should create a custom report or modify an existing standard
report.
The following report is an example of the type of custom report you can create with Report
Designer when you use the following procedure:
1. Open the CMS Supervisor interface and locate the Commands option on the menu bar.
2. Select Commands > Reports.
The system displays the Report selector window.
3. Select New.
The system displays a prompt to run the report wizard.
4. Select No.
The system displays the Report designer window.
5. Select from the menu bar Edit > Inputs.
The system displays the Edit Inputs window.
6. Select Agent in the Input Types list, and then select the Add button.
7. Select Date in the Input Types list, and then select the Add button.

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 8. Select the OK button.
The system returns to the Report designer window.
9. Select from the menu bar Edit > Queries.
The system displays the Query Select window.
10. Select the New button.
The system displays the Query Assistant Window.
11. Locate the Database section, and select Historical.
12. Locate the table section, and select Agent Daily.
13. Select the Next button.
14. Locate the Database Items list.
15. Select each of the following database items, and add the item to the Query Items list by
selecting the Add button.
● TI_AUXTIME
● TI_AUXTIME0 through
● TI_AUXTIME99
16. Select Next.
The system displays the Query Assistant window.
17. Select Next.
The system displays the Query Assistant window.
18. Locate the Operand1, Operator, and Operand2 lists.
19. Scroll through the lists and select:
● LOGID as Operand1
● = as the Operator
● [Agent] as Operand2
20. Select the AND button.
21. Scroll through the lists and select:
● ROW_DATE as Operand1
● = as the Operator
● [Date] as Operand2
22. Select the AND button.
23. Select Next.
24. Enter a name for the query, or accept the default query name.

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 25. Select Done.
The system displays the Query Select window.
26. Select Close.
The system redisplays the Report designer window.
27. Select from the menu bar Insert > Table.
The system displays the Table Assistant window.
28. Select your query in the Queries drop down list.
29. Select the Add all button.
30. Select Next.
31. Right-click on the table, and then select Format table.
32. Select Vertical in the Orientation section.
33. Select Grid Lines on in the Options section.
34. Select the Done button.
35. Select from the menu bar Report > Run.
36. Save the report when you exit. Select from the menu bar Report > Exit.

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Glossary

ACD See Automatic Call Distribution.

Actions menu A menu in the upper-left corner of the Avaya CMS Supervisor Operations
windows. The menu lists the actions available for that particular user window
(for example, add, modify, and delete). You select an action after entering the
necessary data in the user window.

Add An Avaya CMS Supervisor action that adds the data entered in the given
window to the Avaya CMS database.

Add/Remove A Microsoft® Windows® feature that guides you through a series of steps in
programs wizard order to remove programs that have been installed on your computer. The
Add/Remove icon is found in the Control Panel dialog box.

Administrator Permissions assigned to an Avaya CMS Supervisor user in order to

privileges administer specific elements, such as installing Avaya CMS Supervisor on a
network. Access permissions are specified as read or write permission. Read
permission means the user can only access and view Avaya CMS
Supervisor data. Write permission means the Avaya CMS Supervisor user
can add, modify, or delete Avaya CMS Supervisor data.

Agent A person who answers calls to an extension in an ACD split/skill. The agent
is known to Avaya CMS by a login identification keyed into a voice terminal.

Agent reports A group of reports that give the status of agents in an agent group, selected
splits or skills, or real-time information and statistics.

Agent skill An attribute that is associated with an ACD agent. Agent Skills can be
thought of as the ability for an agent with a particular set of skills to handle a
call that requires one of a set of skills. An agent can be assigned up to four
skills.

Application folder A folder on the network server that holds the Avaya CMS Supervisor
application software -executables and components.

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Automatic Call A communication server feature that uses software to channel high-volume
Distribution (ACD) incoming and outgoing call traffic to agent groups (splits or skills).
Also an agent state where the extension is engaged on an ACD call.

Automatic script An Avaya CMS Supervisor feature that launches a new Avaya CMS
Supervisor session that logs into Avaya CMS and runs the requested tasks
in the background. Actions do not display on the PC. See also Interactive
Script and Script.

AutoPlay A Microsoft Windows feature that causes an application on a CD-ROM to run

without any user interaction as soon as the CD-ROM is inserted into the
drive.

Avaya Business A collection of ECS features that provide new flexibility in the way a call is
Advocate selected for an agent in a call surplus situation and in the way that an agent
is selected for a call.

Avaya Call A software product used by business customers that have Avaya
Management System communication servers and receive a large volume of telephone calls that
(CMS) are processed through the Automatic Call Distribution (ACD) feature of the
communciation server. The Avaya CMS collects call-traffic data, formats
management reports, and provides an administrative interface to the ACD
feature in the communication server.

Avaya CMS See Avaya Call Management System.

Client A single PC that uses Avaya CMS Supervisor.

Controller An Avaya CMS Supervisor feature that allows the user to access Avaya CMS
reports and operations. The Controller includes a toolbar, a menu bar, a
status bar, tool tips, and indicators.

Custom reports Real-time or historical reports that have been customized from standard
reports or created from scratch.

Database A group of tables that store ACD data according to a specific time frame:
current and previous intrahour real-time data and intrahour, daily, weekly,
and monthly historical data.

Database item A name for a specific type of data stored in one of the Avaya CMS
databases. A database item may store ACD identifiers (split numbers or
names, login IDs, VDNs, and so forth) or statistical data on ACD
performance (number of ACD calls, wait time for calls in queue, current
states of individual agents, and so forth).

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Database table Avaya CMS uses these tables to collect, store, and retrieve ACD data.
Standard Avaya CMS items (database items) are names of columns in the
Avaya CMS database tables.

Data points Points of historical data. A data point should include data for each interval of
the working day.

Delete An Avaya CMS Supervisor action that removes the entry on the window from
the Avaya CMS database.

Designer reports Customized reports that can be created with Avaya CMS Supervisor’s
Report Designer feature. Designer Reports are run from Avaya CMS
Supervisor.

Dialog box A small on-screen window that conveys or requests information from the
user. This window can contain list boxes, text boxes, tabbed pages, and so
forth.

Dictionary An Avaya CMS subsystem that can be used to assign names to various
contact center elements such as login IDs, splits/skills, trunk groups, VDNs
and vectors. These names appear on reports, making them easier to
interpret.

Edit menu A menu on the Avaya CMS Supervisor Operations windows. The menu lists
the actions available for that particular user window (for example, cut, copy,
and paste).

Exception A type of activity on the ACD which falls outside of the limits you have
defined. An exceptional condition is defined in the Avaya CMS Exceptions
subsystem, and usually indicates abnormal or unacceptable performance on
the ACD (by agents, splits/skills, VDNs, vectors, trunks, or trunk groups).

Exceptions reports Display occurrences of unusual call-handling events.

Find one An Avaya CMS action that searches the database for entries thatch the input
value.

Graphics An Avaya CMS reporting option that allows you to view some reports in bar
graph format.

Grayed out When you do not have access to a menu or action list item, it will be dimmed
or displayed in a different color from the rest of the menu or action list.

Avaya CMS R17 Supervisor Report Designer November 2013 195

Historical reports Display past ACD data for various agent, split/skill, trunk, trunk group, vector,
or VDN activities. A report summary of call data into daily, weekly or monthly
totals

HTML See HyperText Markup Language.

Hypertext A linkage between related text. For example, if you select a word in a
sentence, information about that word is retrieved if it exists, or the next
occurrence of the word is found.

HyperText Markup A standard for defining documents with hypertext links. See also Hypertext.
Language

Input field An area on window where you specify information that you want to view, add,
modify, or delete.

Installation folder A folder on the network that holds all of the Avaya CMS Supervisor files.
[Link] is run from this folder to install Avaya CMS Supervisor on each
client computer.

Integrated reports Integrated reports compile contact center information from any starting point
in the last 24 hours up to and including the current interval.

Interactive script An Avaya CMS Supervisor feature that runs the requested tasks in the
current Avaya CMS Supervisor session and displays the actions on the PC.
You can input requested information while the script is running. See also
Automatic Script and Script.

Jump In Help, a command that moves you from the currently displayed topic to
another topic.

LAN See Local Area Network.

List all An Avaya CMS action that lists all the entries that matched the current field
values.

Local Area Network Two or more computers connected by cable and using a suitable operating
(LAN) system and application software so they can directly share hard disks,
printers, and other peripherals, and files.

Local installation With this type of installation, you install all of the Avaya CMS Supervisor
software to disk space on each local computer from a CD-ROM or from the
network.

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Log A file that contains a record of computer activity as well as backup and
recovery data.

Maintenance An Avaya CMS subsystem that is used for doing routine maintenance of the
Avaya CMS, such as backing up data, checking on the status of the
connection to the communication server, and scanning the error log.

Name fields Fields in which you may enter a name (synonym) that has been entered in
the Dictionary subsystem (for example, names of agents, splits/skills, agent
groups, trunk groups, vectors, VDNs).

Network server A computer in a network shared by multiple users.

Queue/Agent reports A group of reports that give the status of all top agents in a skill and queue
status, or skill status for a selected skill.

Readme file A file that provides up-to-the-minute information on a newly released

product; in this case, Avaya CMS Supervisor.

Read-only A folder or file that can be read, but not updated or erased.

Real-time reports Display current ACD call activity on agents, splits/skills, trunks, trunk groups,
vectors, and VDNs for the current or previous intrahour interval. Current
intrahour interval real-time reports are constantly updated as data changes
during the interval. Previous intrahour interval real-time reports show data
totals for activity that occurred in the previous intrahour interval.

Registry The system-wide depository of information supported by Microsoft Windows.

The registry contains information about the system and its applications,
including clients and servers.

Report Designer An Avaya CMS Supervisor feature that enables users to design their own
reports.

Report Wizard An Avaya CMS Supervisor feature that delivers user assistance, by way of a
wizard, to quickly and easily generate new customized reports. The wizard
provides instructional help that guides the user through a series of tasks that
create a new customized report. Report Wizard is a supplement to Report
Designer.

Run A Microsoft Windows command that lets you execute a program, such as
Avaya CMS Supervisor installation.

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Scripting An Avaya CMS feature that lets you automate actions such as changing an
agent’s skills, running reports, exporting report data, and many other Avaya
CMS functions. For example, you can create a script to run a specified report
and export the data on schedule.

Scroll To use the bar on the side of the report window to move forward, backward,
up, or down within a window.

Setup program A program that configures a system for a particular environment; for
example, it informs the system of a new device or interface, such as Avaya
Framework.

Shared installation With this type of installation, the Avaya CMS Supervisor application software
is installed to a shared application folder on the network server, but
user-specific files and logs are stored in an Avaya CMS Supervisor folder on
each user’s PC or on their own network drive.

Shortcut An icon on your computer screen that enables you to select and run an
application (for example, Avaya CMS Supervisor) quickly and easily.

Skill An attribute that is assigned to an ACD Agent. Agent Skills can be thought of
as the ability for an Agent with a particular set of skills to handle a call which
requires one of those skills.

Solaris system A multi-user operating system developed by Sun Microsystems. The

operating system on which Avaya CMS runs.

Split A group of extensions that receives special-purpose calls in an efficient,

cost-effective manner. Normally, calls to a split arrive primarily over one or a
few trunk groups.

Standard reports The set of reports that are delivered with the Avaya CMS or Avaya CMS
Supervisor software.

Start menu The menu that appears when you select Start in the Microsoft Windows
taskbar. This menu contains programs and other Microsoft Windows
applications.

Taskbar The bar that appears by default at the bottom of the Microsoft Windows
desktop. You can select buttons that appear on this bar to switch between
running programs.

Terminal A combination of monitor (video display) and keyboard used to communicate

with a remote computer to enter and display information.

198 Avaya CMS R17 Supervisor Report Designer November 2013

Terminal emulator An Avaya CMS Supervisor software application that emulates a 615 Color
(615C) terminal.

Toolbar A row of controller buttons used to activate various functions of the Avaya
CMS Supervisor application.

Tooltips Brief descriptions that display when the mouse pointer is over a toolbar
button.

Trunk group report Displays the status of each trunk in a selected trunk group.

User ID The login ID for an Avaya CMS user.

VDN See Vector Directory Number.

VDN reports A group of reports that show profiles of current VDN performance, call
handling information for a specific VDN based on skill preference, and how
calls to specific VDNs have been handled.

Vector A list of steps that process calls in a user-defined manner. The steps in a
vector can send calls to splits, play announcements and music, disconnect
calls, give calls a busy signal, or route calls to other destinations.

Vector Directory An extension number that enables calls to connect to a vector for processing.
Number (VDN) A VDN is not assigned an equipment location. It is assigned to a vector. A
VDN can connect calls to a vector when the calls arrive over an assigned
automatic-in trunk group or when calls arrive over a dial-repeating (DID)
trunk group and the final digits match the VDN.

Vector report A report that lists the number of calls to specific vectors.

Window A rectangular, on-screen frame through which you can view a menu, data
entry fields, reports, or messages.

Wizard A tutor built into the software that guides you through procedures.

Avaya CMS R17 Supervisor Report Designer November 2013 199

200 Avaya CMS R17 Supervisor Report Designer November 2013
Index
add
data items . . . . . . . . . . . . . . . . . . 141
Symbols input fields . . . . . . . . . . . . . . . . . . . 85
% Axis check box . . . . . . . . . . . . . . . . . 151 status bar . . . . . . . . . . . . . . . . . . . 61
Agent field . . . . . . . . . . . . . . . . . . . . . 83
Agent group field . . . . . . . . . . . . . . . . . . 83
Numerical Agent state field . . . . . . . . . . . . . . . . . . 83
100 AUX reason codes, creating reports . . . . . . 190 agent trace data . . . . . . . . . . . . . . . . . . 51
2D field . . . . . . . . . . . . . . . . . . . . . . 150 align
2D Horizontal Bar Chart . . . . . . . . . . . . . . 36 Design Mode grid . . . . . . . . . . . . . . . . 61
2D Horizontal Stacked Bar Chart . . . . . . . . . . 37 multiple fields . . . . . . . . . . . . . . . . . . 59
2D Line Bar Chart . . . . . . . . . . . . . . . . . 37 undo . . . . . . . . . . . . . . . . . . . . . . 59
2D Pie Bar Chart . . . . . . . . . . . . . . . . . 36 Align Control field . . . . . . . . . . . . . . . . . 59
2D Stacked Area Bar Chart . . . . . . . . . . . . 36 Align field
2D Vertical Bar Chart . . . . . . . . . . . . . . . 36 on Field Format Options window . . . . . . . . 171
2D Vertical Stacked Bar Chart . . . . . . . . . . . 37 on Format tab . . . . . . . . . . . . . . . . 162
2D, change to 3D . . . . . . . . . . . . . . . . . 150
Align to Grid field . . . . . . . . . . . . . . . . . . 61
3D appearance, control . . . . . . . . . . . . . . 154
alphabetical sorting . . . . . . . . . . . . . . . . 166
3D Effects tab
AND button . . . . . . . . . . . . . . . . . . . 100
about . . . . . . . . . . . . . . . . . . . . . 152
appearance of input fields, edit . . . . . . . . . . . 87
control 3D appearance . . . . . . . . . . . . . 154 area chart, select . . . . . . . . . . . . . . . . . 150
Depth to Height field . . . . . . . . . . . . . . 153 Associated ACD field . . . . . . . . . . . . . . . . 88
Elevation field . . . . . . . . . . . . . . . . . 152 AUX reason codes, creating expanded reports . . . 190
field options . . . . . . . . . . . . . . . . . . 152 available data . . . . . . . . . . . . . . . . 141, 159
Oblique field . . . . . . . . . . . . . . . . . . 153 Available Data Items on Report Wizard . . . . . . . 30
Orthogonal field . . . . . . . . . . . . . . . . 153 Axis Display . . . . . . . . . . . . . . . . . . . 136
Perspective field . . . . . . . . . . . . . . . . 153 Axis tab
Projection field . . . . . . . . . . . . . . . . . 152 about. . . . . . . . . . . . . . . . . . . . . 136
Rotation field . . . . . . . . . . . . . . . . . . 152 Axis Display . . . . . . . . . . . . . . . . . 136
Viewing Distance field . . . . . . . . . . . . . 153 category . . . . . . . . . . . . . . . . . . . 137
Width to Height field . . . . . . . . . . . . . . 153 change axis titles . . . . . . . . . . . . . . . 139
3D field . . . . . . . . . . . . . . . . . . . . . . 150 field options . . . . . . . . . . . . . . . . . 136
3D Horizontal Bar Chart . . . . . . . . . . . . . . 36 axis values displayed as percentages . . . . . . . 151
3D Horizontal Stacked Bar Chart . . . . . . . . . . 37
3D Line Chart . . . . . . . . . . . . . . . . . . . 37
3D Pie Chart . . . . . . . . . . . . . . . . . . . 37 B
3D Stacked Area Chart . . . . . . . . . . . . . . 37 Back button on Report Wizard . . . . . . . . . . . 18
3D Vertical Bar Chart . . . . . . . . . . . . . . . 37 background color . . . . . . . . . . . . . . . . . 134
3D Vertical Cluster Bar Chart . . . . . . . . . . . . 37 bar chart, select . . . . . . . . . . . . . . . . . 150
3D Vertical Stacked Bar Char . . . . . . . . . . . 36 Base field . . . . . . . . . . . . . . . . . . . . 142
3D, change to 2D . . . . . . . . . . . . . . . . . 150 basics of Report Designer . . . . . . . . . . . . . 57
Below Point field . . . . . . . . . . . . . . . . . 142
buttons
A Data Item definition . . . . . . . . . . . . . . . 96
About Avaya CMS Supervisor menu item . . . . . . 63 on Report Selector window . . . . . . . . . . . 48
Above Point field . . . . . . . . . . . . . . . . . 142 on Report Wizard . . . . . . . . . . . . . . . . 18
ACD Name field . . . . . . . . . . . . . . . . . . 121

Avaya CMS R17 Supervisor Report Designer November 2013 201

 query . . . . . . . . . . . . . . . . . . . . . 108
report to a designer category . . . . . . . . . . . 49
C
report to the designer category . . . . . . . . . . 49
Calculations field . . . . . . . . . . . . . . . . . . 96 to a file . . . . . . . . . . . . . . . . . . . . . 52
call record data . . . . . . . . . . . . . . . . . . 51
to diskette . . . . . . . . . . . . . . . . . . . . 53
call work code data . . . . . . . . . . . . . . . . . 51
copy and paste . . . . . . . . . . . . . . . . . 71, 72
Call Work Code field . . . . . . . . . . . . . . . . 83
Copy button on Report Selector window . . . . . . . 48
Cancel button on Report Wizard. . . . . . . . . . . 18
Copy field . . . . . . . . . . . . . . . . . . . . . 59
category . . . . . . . . . . . . . . . . . . . . . 137
create
Category Name field . . . . . . . . . . . . . . . 143
custom report headings . . . . . . . . . . . . . 34
Center field . . . . . . . . . . . . . . . . . . . 142
change field . . . . . . . . . . . . . . . . . . . . . . 119
axis titles . . . . . . . . . . . . . . . . . . . 139 historical query . . . . . . . . . . . . . . . . 102
charts from 2D to 3D and vice versa . . . . . . 150 integrated query . . . . . . . . . . . . . . . . 104
fonts . . . . . . . . . . . . . . . . . . . . . 145 new report . . . . . . . . . . . . . . . . . . . 67
general chart parameters . . . . . . . . . . . 135 real-time query . . . . . . . . . . . . . . . . 101
properties on a report . . . . . . . . . . . . . . 49 table . . . . . . . . . . . . . . . . . . . . . 127
Change Input Captions page in Report Wizard . . . . 41 text . . . . . . . . . . . . . . . . . . . . . . 125
Chart menu item . . . . . . . . . . . . . . . . 60, 62 Create a Query assistant . . . . . . . . . . . . . . 60
Chart Type field . . . . . . . . . . . . . . . . . 150 creating expanded AUX reason code reports . . . . 190
charts current ACD . . . . . . . . . . . . . . . . . . . . 88
change axis titles . . . . . . . . . . . . . . . 139 custom report headings . . . . . . . . . . . . . . . 34
change data items . . . . . . . . . . . . . . 141 custom reports . . . . . . . . . . . . . . . . . 54, 65
change fonts . . . . . . . . . . . . . . . . . 145 cut
items from report . . . . . . . . . . . . . . . . 73
changing general parameters . . . . . . . . . 135
undo . . . . . . . . . . . . . . . . . . . . . . 59
control 3D appearance . . . . . . . . . . . . 154
Cut field . . . . . . . . . . . . . . . . . . . . . . 59
creating and inserting . . . . . . . . . . . . . . 111
define data labels . . . . . . . . . . . . . . . 143
edit data item headings . . . . . . . . . . . . 148 D
format legend . . . . . . . . . . . . . . . . . 146
data group items
format the title . . . . . . . . . . . . . . . . 149
filter . . . . . . . . . . . . . . . . . . . . . . 32
formats in Report Wizard . . . . . . . . . . . . 36
move . . . . . . . . . . . . . . . . . . . . . . 33
formatting . . . . . . . . . . . . . . . . . . 131
removing . . . . . . . . . . . . . . . . . . . . 33
formatting Fonts tab . . . . . . . . . . . . . . 144
reposition . . . . . . . . . . . . . . . . . . . . 34
order of items . . . . . . . . . . . . . . . . . .112
sorting . . . . . . . . . . . . . . . . . . . . . 32
select type . . . . . . . . . . . . . . . . . . 151
data item columns in Report Wizard . . . . . . . . . 30
types of . . . . . . . . . . . . . . . . . . . 150 Data Item definition button . . . . . . . . . . . . . . 96
choose font . . . . . . . . . . . . . . . . . 144, 161 Data Item Definition in Report Wizard . . . . . . . . 30
clustered bar chart, select. . . . . . . . . . . . . 151 data items
CMS add, remove, or rearrange . . . . . . . . . . . 141
data retrieval . . . . . . . . . . . . . . . . . 184 edit headings . . . . . . . . . . . . . . . . . 148
data storage . . . . . . . . . . . . . . . . . 183 fields . . . . . . . . . . . . . . . . . . . . . 122
reports . . . . . . . . . . . . . . . . . . . . . 54 Data Labels tab
CMS system errors . . . . . . . . . . . . . . . . 176 about . . . . . . . . . . . . . . . . . . . . . 142
collapse and expand categories on Report Wizard . . 28 Above Point . . . . . . . . . . . . . . . . . . 142
column-oriented reports . . . . . . . . . . . . . . 40
Base . . . . . . . . . . . . . . . . . . . . . 142
Contents menu item . . . . . . . . . . . . . . . . 63
Below Point . . . . . . . . . . . . . . . . . . 142
control 3D appearance of chart . . . . . . . . . . 154
copy . . . . . . . . . . . . . . . . . . . . . . . . 53 Category Name . . . . . . . . . . . . . . . . 143
designer report from a file . . . . . . . . . . . . 53 Center field . . . . . . . . . . . . . . . . . . 142
designer report to a file . . . . . . . . . . . . . 52 define data labels . . . . . . . . . . . . . . . 143
from diskette . . . . . . . . . . . . . . . . . . 53 field options . . . . . . . . . . . . . . . . . . 142
items on report . . . . . . . . . . . . . . . . . 59 Inside field . . . . . . . . . . . . . . . . . . 142

202 Avaya CMS R17 Supervisor Report Designer November 2013

 Left . . . . . . . . . . . . . . . . . . . . . . 143
None . . . . . . . . . . . . . . . . . . . . . 142 E
Outside . . . . . . . . . . . . . . . . . . . . 142
Percent . . . . . . . . . . . . . . . . . . . . 143 edit
an existing integrated query . . . . . . . . . . 107
Right . . . . . . . . . . . . . . . . . . . . . 143
an existing real-time or historical query . . . . . 106
Series Name . . . . . . . . . . . . . . . . . . 143
appearance of input fields . . . . . . . . . . . . 87
Value . . . . . . . . . . . . . . . . . . . . . 143
data item headings . . . . . . . . . . . . . . 148
data on chart . . . . . . . . . . . . . . . . . . . 141
data on table . . . . . . . . . . . . . . . . . . . 159 existing report in Report Designer . . . . . . . . 69
data retrieval . . . . . . . . . . . . . . . . . . . 184 order of input fields . . . . . . . . . . . . . . . 86
data storage . . . . . . . . . . . . . . . . . . . . 183 Edit | Inputs . . . . . . . . . . . . . . . . . . . . 77
Data tab Edit | Queries . . . . . . . . . . . . . . . . . . . 93
about . . . . . . . . . . . . . . . . . . 140, 159 Edit button
available data . . . . . . . . . . . . . . 141, 159 on Report Selector window . . . . . . . . . . . 48
change data items . . . . . . . . . . . . . . . 141 use to open Report Designer . . . . . . . . . . 55
data on chart . . . . . . . . . . . . . . . . . . 141 Edit Inputs window . . . . . . . . . . . . . . . . . 85
data on table . . . . . . . . . . . . . . . . . . 159 Edit Item Heading button on Report Wizard . . . . . 18
Edit Item Heading in Report Wizard . . . . . . . . . 30
field options . . . . . . . . . . . . . . . . . . 141
Edit menu . . . . . . . . . . . . . . . . . . . . . 59
data values vs. percentages . . . . . . . . . . . . 151
Edit Report in Report Designer field . . . . . . . . . 46
database
Elevation field . . . . . . . . . . . . . . . . . . 152
how CMS retrieves data . . . . . . . . . . . . 184
error codes . . . . . . . . . . . . . . . . . . . 181
item definition . . . . . . . . . . . . . . . . . 184 historical . . . . . . . . . . . . . . . . . . . 177
what is a database item . . . . . . . . . . . . . 184 real-time . . . . . . . . . . . . . . . . . . . 181
what is a database table . . . . . . . . . . . . 183 error messages . . . . . . . . . . . . . . . . . 175
Database Items field . . . . . . . . . . . . . . . . 96 CMS system errors . . . . . . . . . . . . . . 176
Date field . . . . . . . . . . . . . . . . . . . . . 83 historical . . . . . . . . . . . . . . . . . . . 177
Default Value field . . . . . . . . . . . . . . . . . 88
real-time . . . . . . . . . . . . . . . . . . . 181
define
SQL . . . . . . . . . . . . . . . . . . . . . 177
data labels . . . . . . . . . . . . . . . . . . . 143
Everyone field . . . . . . . . . . . . . . . . . . . 44
input fields . . . . . . . . . . . . . . . . . . . 78
exceptions data . . . . . . . . . . . . . . . . . . 51
queries . . . . . . . . . . . . . . . . . . . . 94
Exit menu item . . . . . . . . . . . . . . . . . . . 58
sections in Report Wizard . . . . . . . . . . . . 25 exit Report Designer . . . . . . . . . . . . . . . . 66
Define Input window . . . . . . . . . . . . . . 78, 85 expand and collapse categories in Report Wizard . . 28
delete expanded AUX reason code reports . . . . . . . . 190
input fields from the Input window . . . . . . . . 86 Extension field . . . . . . . . . . . . . . . . . . . 83
item from a report . . . . . . . . . . . . . . . 73
items from a report . . . . . . . . . . . . . . . 59
query . . . . . . . . . . . . . . . . . . . . . 109 F
undo . . . . . . . . . . . . . . . . . . . . . 59 field assistant . . . . . . . . . . . . . . . . . . 120
Delete button on Report Selector window . . . . . . 48 select a field type . . . . . . . . . . . . . . . 120
Delete field . . . . . . . . . . . . . . . . . . . . 59 select an input for your field . . . . . . . . . . 123
Depth to Height field . . . . . . . . . . . . . . . . 153 field format options . . . . . . . . . . . . . . 170, 171
design mode . . . . . . . . . . . . . . . . . 66, 71 Field menu item . . . . . . . . . . . . . . . . 60, 62
Design Mode grid, align . . . . . . . . . . . . . . 61 fields
designer category . . . . . . . . . . . . . . . . . 49 ACD Name . . . . . . . . . . . . . . . . . . 121
Display Data Group items that contain . . . . . . . 30 add input . . . . . . . . . . . . . . . . . . . . 85
Display Data Labels field . . . . . . . . . . . . . . 36
alignment. . . . . . . . . . . . . . . . . . . . 59
Display Grid Lines field. . . . . . . . . . . . . . . 39
Associated ACD . . . . . . . . . . . . . . . . 88
Display Legend field . . . . . . . . . . . . . . . . 36
drag-and-drop to arrange items on the report . . . . 73 create and insert . . . . . . . . . . . . . 119, 122
Default Value . . . . . . . . . . . . . . . . . . 88
define . . . . . . . . . . . . . . . . . . . . . 78
Font . . . . . . . . . . . . . . . . . . . . . 171

Avaya CMS R17 Supervisor Report Designer November 2013 203

 Format . . . . . . . . . . . . . . . . . . . . 171 Format tab . . . . . . . . . . . . . . . . . . . . 162
format . . . . . . . . . . . . . . . . . . 169, 171
Input Values . . . . . . . . . . . . . . . . . 123
Label (format) . . . . . . . . . . . . . . . . 171 G
Location on Field Format Options window . . . 170 General tab . . . . . . . . . . . . . . . . . . . . 157
Location on Legend tab . . . . . . . . . . . . 146 about . . . . . . . . . . . . . . . . . . . . . 134
Multi-value . . . . . . . . . . . . . . . . . . . 87 background color . . . . . . . . . . . . . . . 134
New Input . . . . . . . . . . . . . . . . . . 100 changing chart parameters . . . . . . . . . . . 135
pattern matching . . . . . . . . . . . . . . . . 81 field options . . . . . . . . . . . . . . . . . . 134
Prompt . . . . . . . . . . . . . . . . . . . . . 88 fixed columns . . . . . . . . . . . . . . . . . 157
Report Data Start Time . . . . . . . . . . . . 123 fixed rows . . . . . . . . . . . . . . . . . . . 157
Report Input . . . . . . . . . . . . . . . . . . 78 Options . . . . . . . . . . . . . . . . . . . . 134
Show Value as Name . . . . . . . . . . . . . 171 orientation . . . . . . . . . . . . . . . . . . 157
Time Report Run . . . . . . . . . . . . . . . 124 Real-Time . . . . . . . . . . . . . . . . . . . 134
Type . . . . . . . . . . . . . . . . . . . . . . 87 Rolling Chart and Number of Data Points . . . . 134
Visible . . . . . . . . . . . . . . . . . . 146, 170 show gridlines . . . . . . . . . . . . . . . . . 157
Fill Table by Column field . . . . . . . . . . . . . . 39 grids, see tables
Fill Table by Row field . . . . . . . . . . . . . . . 39
filter data group items . . . . . . . . . . . . . . . 32
Finish page in Report Wizard . . . . . . . . . . . . 45 H
Finished button in Report Wizard . . . . . . . . . . 18 Header Option . . . . . . . . . . . . . . . . . . 164
fixed columns . . . . . . . . . . . . . . . . . . 157 Headers tab . . . . . . . . . . . . . . . . . . . 164
fixed rows . . . . . . . . . . . . . . . . . . . . 157 Header Option. . . . . . . . . . . . . . . . . 164
Font field . . . . . . . . . . . . . . . . . . . . 171 Table Header . . . . . . . . . . . . . . . . . 164
font format . . . . . . . . . . . . . . . . . . . . 174 headings
fonts. . . . . . . . . . . . . . . . . . 144, 145, 161 create custom report . . . . . . . . . . . . . . . 34
Fonts tab . . . . . . . . . . . . . . . . . . 144, 160 edit data item . . . . . . . . . . . . . . . . . 148
change fonts . . . . . . . . . . . . . . . . . 145
Help menu . . . . . . . . . . . . . . . . . . . . . 63
choose font . . . . . . . . . . . . . . . . 144, 161 About Avaya CMS Supervisor . . . . . . . . . . 63
field options . . . . . . . . . . . . . . . . . 144 Contents . . . . . . . . . . . . . . . . . . . . 63
fonts . . . . . . . . . . . . . . . . . . . 144, 161 technical support . . . . . . . . . . . . . . . . 63
use . . . . . . . . . . . . . . . . . . . . . 161 helplines . . . . . . . . . . . . . . . . . . . . . . 14
forecast data . . . . . . . . . . . . . . . . . . . . 51 historical
format create new query . . . . . . . . . . . . . . . 102
chart reports . . . . . . . . . . . . . . . . . 132 reports . . . . . . . . . . . . . . . . . . . . . 22
charts in Report Wizard . . . . . . . . . . . . . 36 horizontal bar chart, select . . . . . . . . . . . . . 150
columns . . . . . . . . . . . . . . . . . . . 162 horizontal table orientation . . . . . . . . . . . . . 157
fonts . . . . . . . . . . . . . . . . . . . . . 160
tables . . . . . . . . . . . . . . . . . . . . 156
text on the report . . . . . . . . . . . . . . . 174 I
title. . . . . . . . . . . . . . . . . . . . . . 149 icon for Report Wizard . . . . . . . . . . . . . . . 20
Format | Chart . . . . . . . . . . . . . . . . . . 131 IDLE trunk state name . . . . . . . . . . . . . . . 84
Format | Field . . . . . . . . . . . . . . . . . . 169 include a status bar . . . . . . . . . . . . . . . . . 61
Format | Table . . . . . . . . . . . . . . . . . . 155 index column . . . . . . . . . . . . . . . . . . . 184
Format | Text . . . . . . . . . . . . . . . . . . 173 Input Prompts fields . . . . . . . . . . . . . . . . . 41
Format field . . . . . . . . . . . . . . . . . 162, 171 input types . . . . . . . . . . . . . . . . . . . . . 85
Format menu Input Value fields . . . . . . . . . . . . . . . . . 123
Chart . . . . . . . . . . . . . . . . . . . . . . 60 input window . . . . . . . . . . . . . . . . . . . . 91
Field . . . . . . . . . . . . . . . . . . . . . . 60 input, edit. . . . . . . . . . . . . . . . . . . . . . 77
Sort by . . . . . . . . . . . . . . . . . . . . . 61 Inputs field . . . . . . . . . . . . . . . . . . . . . 60
Table . . . . . . . . . . . . . . . . . . . . . 60 inputs for multi-ACD reports . . . . . . . . . . . . . 89
Text . . . . . . . . . . . . . . . . . . . . . . 61 Inputs list . . . . . . . . . . . . . . . . . . . . . . 85
insert

204 Avaya CMS R17 Supervisor Report Designer November 2013

 ACD Name field on the report . . . . . . . . . . 121
chart on a report . . . . . . . . . . . . . . . . 114 N
data item fields on the report . . . . . . . . . . 122
Input Value fields on the report . . . . . . . . . 123 name reports. . . . . . . . . . . . . . . . . . . . 50
New button
Report Data Start Time field on the report . . . . 123
on Report Selector window . . . . . . . . . . . 49
table on the report . . . . . . . . . . . . . . . 128
use to open Report Designer . . . . . . . . . . 55
text on the report . . . . . . . . . . . . . . . . 126
New Input field . . . . . . . . . . . . . . . . . . 100
Time Report Run field on the report . . . . . . . 124
new report . . . . . . . . . . . . . . . . . . . . . 67
Insert | Chart . . . . . . . . . . . . . . . . . . . 111 Next button on Report Wizard . . . . . . . . . . . . 18
Insert | Field . . . . . . . . . . . . . . . . . . . . 119 No Pre-selection in Report Wizard . . . . . . . . . . 31
Insert | Table . . . . . . . . . . . . . . . . . . . 127 None field . . . . . . . . . . . . . . . . . . . . 142
Insert | Text . . . . . . . . . . . . . . . . . . . . 125 Number field . . . . . . . . . . . . . . . . . . . . 84
Insert menu . . . . . . . . . . . . . . . . . . . . 62 Number of Data Points field . . . . . . . . . . . . 134
Chart . . . . . . . . . . . . . . . . . . . . . 62
Field . . . . . . . . . . . . . . . . . . . . . . 62
Table . . . . . . . . . . . . . . . . . . . . . 62 O
Text . . . . . . . . . . . . . . . . . . . . . . 62 Oblique field . . . . . . . . . . . . . . . . . . . 153
Inside field . . . . . . . . . . . . . . . . . . . . 142 Only Me field . . . . . . . . . . . . . . . . . . . . 44
integrated open Report Designer . . . . . . . . . . . . . . . 55
create new query . . . . . . . . . . . . . . . . 104 Operand1 box . . . . . . . . . . . . . . . . . . 100
reports. . . . . . . . . . . . . . . . . . . . . 22 Operand2 box . . . . . . . . . . . . . . . . . . 100
Item field . . . . . . . . . . . . . . . . . . . . . 162 Operator box . . . . . . . . . . . . . . . . . . . 100
Options
fields on General tab . . . . . . . . . . . . . 134
L menu. . . . . . . . . . . . . . . . . . . . . . 61
Label field . . . . . . . . . . . . . . . . . . . . . 171 Or button . . . . . . . . . . . . . . . . . . . . 100
labels table . . . . . . . . . . . . . . . . . . . . 147 order of input fields, edit . . . . . . . . . . . . . . 86
Left field . . . . . . . . . . . . . . . . . . . . . 143 orientation . . . . . . . . . . . . . . . . . . . . 157
Legend tab Orthogonal field . . . . . . . . . . . . . . . . . 153
about . . . . . . . . . . . . . . . . . . . . . 145 Other field . . . . . . . . . . . . . . . . . . . . . 96
field options . . . . . . . . . . . . . . . . . . 146 Outside field . . . . . . . . . . . . . . . . . . . 142
format chart legend . . . . . . . . . . . . . . . 146 Overwrite the existing report button . . . . . . . . . 53
Location . . . . . . . . . . . . . . . . . . . . 146
Visible . . . . . . . . . . . . . . . . . . . . . 146
legends, format . . . . . . . . . . . . . . . . . . 146
P
levels of data groups in Report Wizard . . . . . . . 26 Paste field . . . . . . . . . . . . . . . . . . . . . 59
line chart, select . . . . . . . . . . . . . . . . . . 150 paste items on a report . . . . . . . . . . . 59, 71, 72
Location field on Field Format Options window . . . 170 pattern matching . . . . . . . . . . . . . . . . . . 81
Location fields on Legend tab . . . . . . . . . . . 146 Percent field . . . . . . . . . . . . . . . . . . . 143
Location fields on Title tab . . . . . . . . . . . . . 149 percentages vs. data values . . . . . . . . . . . 151
Location ID field . . . . . . . . . . . . . . . . . . 83 permissions . . . . . . . . . . . . . . . . . . . . 65
Login ID field . . . . . . . . . . . . . . . . . . . 83 Perspective field . . . . . . . . . . . . . . . . . 153
pie chart, select . . . . . . . . . . . . . . . . . 151
Preview button in Report Wizard . . . . . . . . . . 18
M Preview Option page in Report Wizard. . . . . . . . 42
Projection field . . . . . . . . . . . . . . . . . . 152
menus in Report Designer . . . . . . . . . . . . . 57
Prompt field . . . . . . . . . . . . . . . . . . . . 88
Merge with Next field . . . . . . . . . . . . . . . 163
move data group items . . . . . . . . . . . . . . . 33 Properties button on Report Selector window . . . . 48
properties, view and change . . . . . . . . . . . . 49
multi-ACD reports . . . . . . . . . . . . . . . . . 89
multiple fields, align . . . . . . . . . . . . . . . . 59
Multi-value field . . . . . . . . . . . . . . . . . . 87 Q
Queries field . . . . . . . . . . . . . . . . . . . . 60

Avaya CMS R17 Supervisor Report Designer November 2013 205

query chart formats . . . . . . . . . . . . . . . . . . 36
copy . . . . . . . . . . . . . . . . . . . . . 108 create custom report headings . . . . . . . . . . 34
create historical . . . . . . . . . . . . . . . . 102 data item columns on Select Data Items page . . . 30
create integrated . . . . . . . . . . . . . . . 104 defining sections . . . . . . . . . . . . . . . . 25
create real-time . . . . . . . . . . . . . . . . 101 Display Data Group items that contain . . . . . . 30
define . . . . . . . . . . . . . . . . . . . . . 94 expand and collapse categories . . . . . . . . . 28
delete . . . . . . . . . . . . . . . . . . . . 109 filter data group items . . . . . . . . . . . . . . 32
Edit | Queries menu . . . . . . . . . . . . . . . 93 Finish page . . . . . . . . . . . . . . . . . . . 45
edit historical . . . . . . . . . . . . . . . . . 106 levels of data groups . . . . . . . . . . . . . . . 26
edit integrated . . . . . . . . . . . . . . . . 107 move data group items . . . . . . . . . . . . . . 33
edit real-time . . . . . . . . . . . . . . . . . 106 No Pre-selection . . . . . . . . . . . . . . . . . 31
Query Assistant overview of steps . . . . . . . . . . . . . . . . 19
input fields . . . . . . . . . . . . . . . . . . . 96 Preview Option page. . . . . . . . . . . . . . . 42
window . . . . . . . . . . . . . . . . . . . . . 95 procedures for Select Data Items page . . . . . . 31
Query Items field . . . . . . . . . . . . . . . . . . 96 removing data group items . . . . . . . . . . . . 33
query select . . . . . . . . . . . . . . . . . 107, 108 reposition data group items. . . . . . . . . . . . 34
QUEUED trunk state name . . . . . . . . . . . . . 84 Save Report page . . . . . . . . . . . . . . . . 43
Select a Data Group page . . . . . . . . . . . . 26
R Select a Report Layout page . . . . . . . . . . . 23
Select a Report Type page . . . . . . . . . . . . 21
real-time
Select Chart Format page . . . . . . . . . . . . 35
create new query . . . . . . . . . . . . . . . 101
Select Data Items page . . . . . . . . . . . . . 29
reports . . . . . . . . . . . . . . . . . . . . . 22
Select Table Format page . . . . . . . . . . . . 38
Real-Time fields on General tab . . . . . . . . . . 134
Selection Layout page . . . . . . . . . . . . . . 24
rearrange data items . . . . . . . . . . . . . . . 141
remove sorting data group items . . . . . . . . . . . . . 32
data group items in Report Wizard . . . . . . . . 33 start . . . . . . . . . . . . . . . . . . . . . . 20
data items . . . . . . . . . . . . . . . . . . 141 toolbar icon . . . . . . . . . . . . . . . . . . . 20
input fields . . . . . . . . . . . . . . . . . . . 86 reports
item from a report . . . . . . . . . . . . . . . . 59 format charts . . . . . . . . . . . . . . . . . 132
Report Data Start Time field . . . . . . . . . . . 123 format tables . . . . . . . . . . . . . . . . . 156
Report Description field . . . . . . . . . . . . . . . 44 historical . . . . . . . . . . . . . . . . . . . . 22
Report Designer integrated . . . . . . . . . . . . . . . . . . . . 22
basics . . . . . . . . . . . . . . . . . . . . . 57 name . . . . . . . . . . . . . . . . . . . . . . 50
menus . . . . . . . . . . . . . . . . . . . . . 57 real-time . . . . . . . . . . . . . . . . . . . . 22
start . . . . . . . . . . . . . . . . . . . . . . 65 types . . . . . . . . . . . . . . . . . . . . . . 22
report destination. . . . . . . . . . . . . . . . . . 80 reposition data group items in Report Wizard . . . . . 34
Report Input window and fields . . . . . . . . . . . 78 resize items on a report . . . . . . . . . . . . . . . 74
Report Manager retrieve data . . . . . . . . . . . . . . . . . . . 184
about . . . . . . . . . . . . . . . . . . . . . 47 Right field . . . . . . . . . . . . . . . . . . . . 143
copy report to designer category . . . . . . . . . 49 Rolling Chart field . . . . . . . . . . . . . . . . . 134
definition . . . . . . . . . . . . . . . . . . . . 47 Rolling check box . . . . . . . . . . . . . . . . . 115
Report menu . . . . . . . . . . . . . . . . . . . . 58 Rotation field . . . . . . . . . . . . . . . . . . . 152
Exit . . . . . . . . . . . . . . . . . . . . . . 58 row-oriented reports. . . . . . . . . . . . . . . . . 39
Run menu item . . . . . . . . . . . . . . . . . . . 58
Run . . . . . . . . . . . . . . . . . . . . . . 58
Run or Edit Report at a later time field . . . . . . . . 46
Save . . . . . . . . . . . . . . . . . . . . . . 58 Run Report field . . . . . . . . . . . . . . . . . . 45
Save As . . . . . . . . . . . . . . . . . . . . 58 Run Report for ACD field . . . . . . . . . . . . . . 45
Report Name field . . . . . . . . . . . . . . . . . 44
Report Selector window . . . . . . . . . . . . . . 48
Report Wizard S
buttons . . . . . . . . . . . . . . . . . . . . . 18
Save As menu item . . . . . . . . . . . . . . . . . 58
Change Input Captions page . . . . . . . . . . 41
Save menu item . . . . . . . . . . . . . . . . . . 58

206 Avaya CMS R17 Supervisor Report Designer November 2013

Save Report page in Report Wizard. . . . . . . . . 43 Summary tab . . . . . . . . . . . . . . . . . . 167
Save the report being copied as button . . . . . . . 54 Supervisor reports . . . . . . . . . . . . . . . . . 54
Script button on Report Selector window . . . . . . 48
SEIZED trunk state name . . . . . . . . . . . . . 84
select T
chart type . . . . . . . . . . . . . . . . . . . 151 Table Assistant window . . . . . . . . . . . . . . 128
field type . . . . . . . . . . . . . . . . . . . . 120 Table field . . . . . . . . . . . . . . . . . . . . . 60
multiple items on the report . . . . . . . . . . . 74 Table Header field . . . . . . . . . . . . . . . . 164
Select a Data Group page . . . . . . . . . . . . . 26 Table menu item . . . . . . . . . . . . . . . . . . 62
Select a Data Group page in Report Wizard . . . . . 26 tables
Select a Report Layout page in Report Wizard. . . . 23 add, remove, and reorganize data . . . . . . . 159
Select a Report Type page in Report Wizard . . . . 21 create and insert . . . . . . . . . . . . . . . 127
Select an input for your field window . . . . . . . . 123 definition . . . . . . . . . . . . . . . . . . . 183
SELECT box . . . . . . . . . . . . . . . . . . . 100 format columns . . . . . . . . . . . . . . . . 162
Select Chart Format page in Report Wizard . . . . . 35 format fonts. . . . . . . . . . . . . . . . . . 161
Select Data Items page in Report Wizard . . . . . . 29
format gridlines, scroll, and orientation . . . . . 157
Select Data Items page procedures . . . . . . . . . 31
format headers . . . . . . . . . . . . . . . . 164
Select Inputs assistant . . . . . . . . . . . . . . . 60
Select Table Format page in Report Wizard . . . . . 38 format summary lines . . . . . . . . . . . . . 167
Selected Data Items in Report Wizard . . . . . . . 30 insert . . . . . . . . . . . . . . . . . . . . . 128
Selection Layout page in Report Wizard. . . . . . . 24 sort information . . . . . . . . . . . . . . . . 165
Series Labels tab technical support . . . . . . . . . . . . . . . . . . 63
about . . . . . . . . . . . . . . . . . . . . . 147 Test button . . . . . . . . . . . . . . . . . . . 100
edit data item headings . . . . . . . . . . . . . 148 text
field options . . . . . . . . . . . . . . . . . . 147 create and insert . . . . . . . . . . . . . 125, 126
labels table . . . . . . . . . . . . . . . . . . 147 fonts . . . . . . . . . . . . . . . . . . . . . 174
Series Name field . . . . . . . . . . . . . . . . . 143 format . . . . . . . . . . . . . . . . . . . . 174
Show All Formats field . . . . . . . . . . . . . . . 163 Text Assistant window . . . . . . . . . . . . . . 126
show gridlines . . . . . . . . . . . . . . . . . . . 157 Text contents field . . . . . . . . . . . . . . . . 173
Show Percentage field . . . . . . . . . . . . . . . 36 Text font field . . . . . . . . . . . . . . . . . . 174
Show Value As field . . . . . . . . . . . . . . . . 162 Text menu item . . . . . . . . . . . . . . . . 61, 62
Show Value as Name field . . . . . . . . . . . . . 171 Time (duration) field . . . . . . . . . . . . . . . . 84
Show Value field . . . . . . . . . . . . . . . . . 36 Time (point in time) field . . . . . . . . . . . . . . 84
Sort By fields . . . . . . . . . . . . . . . . . . . 166 Time Report Run field . . . . . . . . . . . . . . 124
Sort by menu item . . . . . . . . . . . . . . . . . 61 title format . . . . . . . . . . . . . . . . . . . . 149
sort data group items in Report Wizard . . . . . . . 32 Title tab
Sort tab . . . . . . . . . . . . . . . . . . . 165, 166 about. . . . . . . . . . . . . . . . . . . . . 148
Split/Skill field . . . . . . . . . . . . . . . . . . . 84 field options . . . . . . . . . . . . . . . . . 149
Stacked check box . . . . . . . . . . . . . . . . 151 format the title . . . . . . . . . . . . . . . . 149
stacked data . . . . . . . . . . . . . . . . . . . 151 Location fields . . . . . . . . . . . . . . . . 149
standard CMS reports . . . . . . . . . . . . . . . 54 Visible check box . . . . . . . . . . . . . . . 149
start toolbar icon for Report Wizard . . . . . . . . . . . . 20
Create a Query assistant . . . . . . . . . . . . 60 troubleshooting . . . . . . . . . . . . . . . . . 175
Report Designer . . . . . . . . . . . . . . . . 65 Trunk field . . . . . . . . . . . . . . . . . . . . . 84
Report Wizard . . . . . . . . . . . . . . . . . 20 Trunk group field . . . . . . . . . . . . . . . . . . 84
Select Inputs assistant . . . . . . . . . . . . . 60 Trunk state field . . . . . . . . . . . . . . . . . . 84
Start Time field . . . . . . . . . . . . . . . . . . 80 trunk state names . . . . . . . . . . . . . . . . . 84
Status Bar field . . . . . . . . . . . . . . . . . . 61 two-section report . . . . . . . . . . . . . . . . . 42
status bar, include on report . . . . . . . . . . . . 61 Type field . . . . . . . . . . . . . . . . . . . . . 87
step chart, select . . . . . . . . . . . . . . . . . 150 Type tab
store data . . . . . . . . . . . . . . . . . . . . . 183 about. . . . . . . . . . . . . . . . . . . . . 150
String field . . . . . . . . . . . . . . . . . . . . 84 field options . . . . . . . . . . . . . . . . . 150
summary lines . . . . . . . . . . . . . . . . . . . 167 select chart type . . . . . . . . . . . . . . . 151
Summary Options fields . . . . . . . . . . . . . . 167 types of reports . . . . . . . . . . . . . . . . . . 22

Avaya CMS R17 Supervisor Report Designer November 2013 207

U
undo
alignment. . . . . . . . . . . . . . . . . . . . 59
cuts or deletions . . . . . . . . . . . . . . . . 59
Undo Align Controls field . . . . . . . . . . . . . . 59
Undo Cut/Delete field . . . . . . . . . . . . . . . . 59
update rate in seconds . . . . . . . . . . . . . . . 80
Use First data item as chart title field . . . . . . . . 36
user permissions . . . . . . . . . . . . . . . . . . 65

V
Value field . . . . . . . . . . . . . . . . . . . . 143
VDN field . . . . . . . . . . . . . . . . . . . . . 84
Vector field . . . . . . . . . . . . . . . . . . . . 84
vertical table orientation . . . . . . . . . . . . . 157
view
input window . . . . . . . . . . . . . . . . . . 91
report’s properties. . . . . . . . . . . . . . . . 49
Viewing Distance field . . . . . . . . . . . . . . 153
Visible check box. . . . . . . . . . . . . . . . . 149
Visible field . . . . . . . . . . . . . . . . . 146, 170

W
WHERE box . . . . . . . . . . . . . . . . . . . 100
Width to Height field . . . . . . . . . . . . . . . 153
window
Define Input . . . . . . . . . . . . . . . . . . 78
Query Assistant . . . . . . . . . . . . . . . . . 95
Report Selector . . . . . . . . . . . . . . . . . 48

Z
Zeros as Blanks field . . . . . . . . . . . . . . . 163

208 Avaya CMS R17 Supervisor Report Designer November 2013