Filter
Top Products
Report Creation Wizard
130 NN44400-710 Contact Center Performance Management 12 November 2010
A CallsAnswered summary for the Report Footer, Group Footer #1, and Group Footer
#2 appears in the Summary Data list.
Footer 1 generates a total for all data selected, Group Footer 1 generates a total for
each selected skillset, and Group Footer 2 generates a total for each selected
timestamp.
23 From the Fields list, expand the iAgentBySkillsetStat Formulas heading.
24 From the iAgentBySkillsetStat Formulas list, select @RCW_TalkTime.
25 From the Groups list, select the following check boxes:
• Report Footer
• Group Footer #1
• Group Footer #2
26 Click Add.
A@RCW_TalkTime summary for the Report Footer, Group Footer #1, and Group
Footer #2 appears in the Summary Data list.
Footer 1 generates a total for all data selected, Group Footer 1 generates a total for
each selected skillset, and Group Footer 2 generates a total for each selected
timestamp.
27 Click Next.
28 In the Report Layout window, double-click the Group Footer #1 section.
The section bar changes color from blue to purple and expands to reveal the summary
fields in this section.
29 In the Group Footer #1 section, click CallsAnswered.
The Object Properties page appears on the left.
30 On the Object Properties page, in the Width box, type 80.
31 In the Group Footer #1 section, click @RCW_TalkTime.
32 On the Object Properties page, in the Width box, type 80.
33 Double-click the Group Footer #2 section.
34 In the Group Footer #2 section, modify the following Object Properties.
35 Double-click the Report Footer section.
36 In the Report Footer section, modify the following Object Properties.
Group Footer #2 field Width
CallsAnswered type 80
@RCW_TalkTime type 80