Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1

Cisco ICM Software Custom Screen Builder User Guide

Appendix A Creating Sample Report Templates

How to Create a Sample Historical Template

Where Clause

Create a three part Where clause with these attributes:

Column: Service.SkillTargetID
Operator: IN
Value: (argument) :services list

AND

Column: Service_Half_Hour.DateTime
Operator: >=
Value: (argument) :start_date

AND

Column: Service_Half_Hour.DateTime
Operator: <
Value: (argument) :end_date

Sort Order

Set the sort order so that records display first
byService.EnterpriseName in ascending order, and then by
Service_Half_Hour.DateTime in descending order.

Layout:

In the Report Painter, set these attributes for the template:

Title: Tasks Offered

Column Names:

Modify the default Column Header names to the following:

–

Service.EnterpriseName to Peripheral Service Name

–

Service_Half_Hour.DateTime to Date and Tim

–

Service_Half_Hour.CallsOfferedToHalf to Calls Offered

–

Service_Half_Hour.CallsAbandQToHalf to Calls Aband.
in Queue

–

Service_Half_Hour.ServiceLevelToHalf to Service
Level%

–

Service_Half_Hour.AvgDelayQToHalf to Avg. Delay in
Queue

–

Service_Half_Hour.CallsHandledToHalf to Calls
Handled

–

Service_Half_Hour.HandleTimeToHalf to Handle Time

–

AvgHandleTime to Avg. Handle Time

Table A-2

Sample Historical Template Specifications (continued)

Component

Description