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Report Creation Wizard
136 NN44400-710 Contact Center Performance Management 12 November 2010
14 Click Link.
The linked SkillsetIDs appear in the Links list.
The result for the Left Outer Join includes all the records in which the skillsetID in both
tables is an exact match. The Left Outer Join also includes a row for every record in the
iSkillsetStat table for which the SkillsetID has no match in the Skillset table.
15 Click Next.
16 In the Field Selection window, from the Fields list, under the Skillset Formulas
heading, double-click @RCW_SkillsetNameID.
The selected field moves to the Fields Selected list.
17 From the Fields list, under the iSkillsetStat Formulas heading, double-click
@RCW_ApplicationNameID.
18 From the Fields list, under the dSkillsetStat heading, double-click the following fields:
•Timestamp
•Time
• CallsAnswered
• CallsAnsweredAfterThreshold
19 From the Fields list, under the iSkillsetStat Formulas heading, double-click
@RCW_CallsAnsweredBeforeThreshold.
20 From the Fields list, under the Skillset heading, double-click ServiceLevelThreshold.
21 To modify the Selected Field Properties, in the Fields Selected list, click a field.
22 In the Width box, type a new width.
23 Click Next.
24 In the Grouping window, from the Fields list, select the following fields by which to
group:
• Skillset Formulas: @RCW_SkillsetNameID
• iSkillsetStat Formulas: @RCW_ApplicationNameID
• dSkillsetStat heading: Timestamp
Each selected field moves from the Fields list to the Group by list.
25 To modify the Group Field Properties, from the Group by list, select a field, and then
from the Sort Order list, select Descending Order.
26 Click Next.
27 In the
Summaries window, from the Fields list, under the dSkillsetStat heading,
select CallsAnsweredAfterThreshold.
28 From the Summation Type list, select Sum.
This summation type totals all calls answered after the threshold is reached.
29 From the Groups list, select the following check boxes: