Modification to the Call Type Historical Report

Version 1
    This document was generated from CDN thread

    Created by: David Macias on 12-04-2012 02:01:33 PM
    1. How to change the AWT total to be an average, just like ASA column.  For some
    reason ASA is an average of all entries while AWT is a summation of all
    entries.
    2. Is it possible to just get the totals without getting every 30 minutes interval
    item?  In the below report I’m hoping I can run a report which just gives
    me the rows in grey.  That way when I run a monthly report I get a summary
    of the whole month and nothing else.

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: Neil Ambrosen on 13-04-2012 04:13:56 AM
    To change the summary you need to access the report definition.

    You will need the Premium version to do this and you need to create a new definition and report based on the stock one, go into fields, click on the AWT field and then click edit formatting and in there change the footer from SUM to AVG.

    To summarise by day is a custom report too and will involve writing the sql to do it as I don't think theres a Daily Summary template out of the box,

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: Senthil Kumar Natarajan on 13-04-2012 07:59:08 AM
    To change the summary you need to access the report definition.

    You will need the Premium version to do this and you need to create a new definition and report based on the stock one, go into fields, click on the AWT field and then click edit formatting and in there change the footer from SUM to AVG.

    To summarise by day is a custom report too and will involve writing the sql to do it as I don't think theres a Daily Summary template out of the box,

     
    You are correct on the steps on editing the format for the footer. However i think you can't do an average of an 'Avearage Wait time', though its technically possible. It needs to have a custom formulae. I believe i posted the formulae before, not eactly for AWT but you will get the idea here.
    http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/5202487
     
    As for the second question, you need to modify the query to remove the EntName, CallType from Select, GroupBy and OrderBy. Check here,
    http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/5192315
     
    If this is for Caltype21 with summaries (instead of 30 min interval). I can get my report.
     
    -Senthil

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: David Macias on 13-04-2012 12:06:03 PM
    Thanks guys I did modify the footer and that worked.

    Senthil, yes it's calltype21, can you share your report?

    Thank you,

    david

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: Senthil Kumar Natarajan on 13-04-2012 02:30:01 PM
    Thanks guys I did modify the footer and that worked.

    Senthil, yes it's calltype21, can you share your report?

    Thank you,

    david


     
    Here you go. I have attached both of my modified reports. 
     
    Caltype21 - cummulatives of selected CT (in 30 min )
    Calltype21 - summary version for selected CT
     
    -Senthil

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: David Macias on 13-04-2012 08:31:35 PM
    Senthil, thank you so much for this.  Question for you on the Answer Wait Time, is that a max count for each call type for the reported period or is that an average?

    Thank you,

    David
     
    Edit: It was a sum, sorry first time I've ever imported a report so just getting familiar with it, thank you for your help this is exactly what i was looking for.

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: Senthil Kumar Natarajan on 16-04-2012 11:12:37 AM
    1. How to change the AWT total to be an average, just like ASA column.  For some
    reason ASA is an average of all entries while AWT is a summation of all
    entries.
    2. Is it possible to just get the totals without getting every 30 minutes interval
    item?  In the below report I’m hoping I can run a report which just gives
    me the rows in grey.  That way when I run a monthly report I get a summary
    of the whole month and nothing else.

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: David Macias on 16-04-2012 11:30:39 AM
    Senthil,

    Looks like you just copied and pasted my original post, not sure if you meant to do that.

    david

    Subject: RE: Modification to the Call Type Historical Report
    Replied by: Senthil Kumar Natarajan on 16-04-2012 11:48:08 AM
    Meant to add another question as follow-up but ended up sending your thread again. I will open a new post for that.. Unfortunately i dont see a delete option after posting. Sorry for the spam.