Custom CMS Report

[braken2000]

Hi,

Is there a way to show, live, total calls queuing for a series of skills, not each individual skill? I want a report that shows one number that is the total calls queuing over a selection of skills and can not for the life of me work out how to do it!

Please help,

 

[Stinney]

Are you saying you want the total number of calls for multiple skills summed into one number? So if you have 10 skills all with 2 calls waiting the total would be 20 calls waiting?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[braken2000]

Hi Stinney,

That is what I would like to do. In theory I would like a wallboard solution, however they are too expensive at the moment, unless there is a free solution I have overlooked?

So instead I am trying to make a wallboard using CMS reports if that makes sense?

Thanks once again

 

[Stinney]

It sure does make sense. I've seen several people saying that they are forgoing the wallboards and using flat screens with CMS running on them. Some ideas as well is to run a report, export it to an HTML file and just have a computer recalling that html file instead of running CMS Supervisor on a bunch of computers and using up multiple CMS Supervisor licenses.

To create the report you want start CMS Supervisor then:

Click on the report wizard icon.

Click Next when it opens.

Select real-time and click Next.

Use the table layout and click Next.

Select Split/Skills (multiple) and No Pre-Selection, click Next.

Select csplit.INQUEUE and click Next.

Fill the table by row and click Next.

Leave the input prompts as they are, click Next.

Click Next on the preview window.

Name the report, make it available to all or just you (and all administrative logins). You may want this if you don't want everyone running it. Just make sure the user name running the report for your wallboard has admin rights.

Click Next.

Select Edit Report in Designer Mode and click Finished.

Go to Edit | Queries

Select the query and click Edit.

Select INQUEUE and click Edit.

Change the field to: SUM(INQUEUE) + sum(INRING)

Click the Where button and replace the where statement with: ACD=$acd AND SPLIT = [Splits/Skills:]

Click Save, then Close.

Click on the Split/Skills header and delete it.

The table it creates is going to be huge. You can either shrink it down, or you may just want a single data item instead.

You can delete the table and then select Insert | Field

Select Data Item and click Next.

Select the query, then the data item SUM(INQUEUE) + sum(INRING).

Click Done.

Select Run | Save.

You now have a single data item on the screen that shows the total number of calls ringing on an agent's phone and in queue. This is what CMS uses in it's default reports to show calls waiting, INQUEUE and INRING.


- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[braken2000]

Words can not tell you how thankful I am!

Thank you so much!