Avaya NN44400-710 manual Timestamp CallsAnswered CallsAnsweredAfterThreshold

Report Creation Wizard

14Click Link.

The linked SkillsetIDs appear in the Links list.

The result for the Left Outer Join includes all the records in which the skillsetID in both tables is an exact match. The Left Outer Join also includes a row for every record in the iSkillsetStat table for which the SkillsetID has no match in the Skillset table.

15Click Next.

16In the Field Selection window, from the Fields list, under the Skillset Formulas heading, double-click@RCW_SkillsetNameID.

The selected field moves to the Fields Selected list.

17From the Fields list, under the iSkillsetStat Formulas heading, double-click @RCW_ApplicationNameID.

18From the Fields list, under the dSkillsetStat heading, double-click the following fields:

•Timestamp

•Time

•CallsAnswered

•CallsAnsweredAfterThreshold

19From the Fields list, under the iSkillsetStat Formulas heading, double-click @RCW_CallsAnsweredBeforeThreshold.

20From the Fields list, under the Skillset heading, double-click ServiceLevelThreshold.

21To modify the Selected Field Properties, in the Fields Selected list, click a field.

22In the Width box, type a new width.

23Click Next.

24In the Grouping window, from the Fields list, select the following fields by which to group:

•Skillset Formulas: @RCW_SkillsetNameID

•iSkillsetStat Formulas: @RCW_ApplicationNameID

•dSkillsetStat heading: Timestamp

Each selected field moves from the Fields list to the Group by list.

25To modify the Group Field Properties, from the Group by list, select a field, and then from the Sort Order list, select Descending Order.

26Click Next.

27In the Summaries window, from the Fields list, under the dSkillsetStat heading, select CallsAnsweredAfterThreshold.

28From the Summation Type list, select Sum.

This summation type totals all calls answered after the threshold is reached.

29From the Groups list, select the following check boxes:

136 NN44400-710 Contact Center Performance Management 12 November 2010