Troubleshooting guide

February 2006 231
The data that CMS reports is the data found in the intersection of the selected database
items and rows. Therefore, the report shows data that is similar to the data shown in this
figure.
Actually, when you design a report, you normally set up the row selection so that the users
running the report can choose the rows in the report's input window. For example, to run
the report in the previous figure, you would set up the row selection so users would fill out
a Report Input window that asked them for a Split number.
Indexes for search
CMS uses indexes to create a structure for storing data. Similarly, CMS uses these
indexes to search for data. Indexes allow CMS to find data much faster than if data were
stored more randomly. Therefore, when you design a report, the rows of data for the report
should be defined on the basis of index values.
About creating new database tables
The indexes for each standard table are fixed and cannot be changed or deleted. However,
if you define a custom table in the CMS database through SQL, you can define any
indexes desired for that new table.
Example
As an example of how CMS retrieves report data, if you want a custom intrahour interval
split report that lists, by intrahour interval, data for a split in a single day, you must tell CMS
to access the hsplit (Historical Intrahour Interval Split) table. You must then assign the
appropriate database items to the fields. When you run the report, CMS finds the columns
of data associated with the database items in the hsplit table.
Split: 1
Current ACD ACD Average
Agent ID: State Calls Time Talk Time
1001 AVAIL 21 988 47:00
1002 AVAIL 19 777 40:09
1003 ACD 15 400 26:07
1004 ACD 9 58 6:44
1005 ACD 11 644 58:54
1006 AUX 20 245 12:25
1008 ACW 18 603 33:50
1010 AVAIL 18 203 11:28