CMS report (creating a new calculation)

[041773]

I need some assistance on how to create a new calculation in CMS. I reviewed the 'Standard Dictionary Calculations' section, but the formula that I want is not there. Is there not a way to copy an existing formula, make the modifications, and save it as a new formula? I read the notes, and I know it mentions not to modify any of the standard calculations.

The formula that I want to modify is for AHT (average handling time). The existing formula is Hold time/Hold calls.

Thanks for any assistance.

 

[marcell55]

You can go into the Dictionary, select Calculations, and then pull up the standard calculation that you want to modify. You can either modify the actual calculation that is used in all reports by modifying the calculation and selecting the "modify" button. If you want to create a new caluclation, you can modify the calculation and then type a new name and click the "add" button.

 

[041773]

Marcell55,

Thanks for the tip. I created the following calculation, but where do I validate that the program will work? When I saved the program, it indicated that there were errors, but it didn't say where.

Here's the program that our business unit would like to use (I think the problem is with the ACDOTHERTIME. I checkd the dictionary calculations and ACDOTHERTIME is not used in any other calculations - do I have to create what this means).

Here's the calculation:

(sum(ACDTIME+ACDOTHERTIME+ACWTIME+AUXOUTTIME+AUXINTIME)/ ACDCALLS)

Thanks.

 

[marcell55]

If ACDOTHERTIME is already a calculation being used in your report, then you'll probably get an error when pulling the report. That's really the only way I know of to verify it, but someone else may know of another way.

I believe you are getting errors because of the missing sum on the denominator. Try the above calculation and see if it works.


I don't believe that ACDOTHERTIME is an actual database item. I do see one called I_ACDOTHERTIME. Maybe that's what you want to use. Do you have the Adobe Doc for CMS Database Items and Calculations? That should help.

Also, I would do the summing like this...

sum(ACDTIME+ACDOTHERTIME+ACWTIME+AUXOUTTIME+AUXINTIME)/ sum(ACDCALLS)

 

[041773]

marcell55

Thanks for the information. I'm still having a problem. I create the new formula in the dictionary and save it as AVG_HOLD_NEW, but when I go under 'Reports/Historical/Test (which is what I called this new report), then click Edit at the bottom (it opens up the report). I then select 'Edit / Queries' and highlight 'Query 0' and click Edit again.

This opens up the Query Assistant Window, and there are 3 sections: Database Item, Calculations and Query Items.

The new Calculation that I created in the Dictionary (AVG_HOLD_NEW) is not available from the Calculation drop down menu ........ why??

Thanks Marcell55

 

[marcell55]

Hmmm..that's strange. Have you tried logging out and then logging back in? Lots of times, the dictionary won't update until you do that. You should be able to manually type the calculation name in the bottom box and then add it to the list if that doesn't work.