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Modification to the Call Type Historical Report

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Modification to the Call Type Historical Report
cuic 8.5.3
Answer
4/12/12 7:03 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.
Attachments:
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RE: Modification to the Call Type Historical Report
Answer
4/13/12 9:13 AM as a reply to David Macias.
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,
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RE: Modification to the Call Type Historical Report
custom average if awt caltyp21
Answer
4/13/12 12:59 PM as a reply to Neil Ambrosen.
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
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RE: Modification to the Call Type Historical Report
Answer
4/13/12 5:06 PM as a reply to Senthil Kumar Natarajan.
Thanks guys I did modify the footer and that worked.

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

Thank you,

david
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RE: Modification to the Call Type Historical Report
caltype21 caltype21-summary
Answer
4/13/12 7:30 PM as a reply to David Macias.
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
Attachments:
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RE: Modification to the Call Type Historical Report
Answer
4/14/12 1:36 AM as a reply to Senthil Kumar Natarajan.
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.
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RE: Modification to the Call Type Historical Report
Answer
4/16/12 4:12 PM as a reply to David Macias.
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.
Flag

RE: Modification to the Call Type Historical Report
Answer
4/16/12 4:30 PM as a reply to Senthil Kumar Natarajan.
Senthil,

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

david
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RE: Modification to the Call Type Historical Report
Answer
4/16/12 4:48 PM as a reply to David Macias.
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.
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