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NN44400-710 Contact Center Performance Management 12 November 2010 137
Report Creation Wizard
• Report Footer
• Group Footer #1
• Group Footer #2
• Group Footer #3
30 Click Add.
The CallsAnsweredAfterThreshold field, Sum summation type, and the selected report
sections appear in the Summary Data list.
31 From the Fields list, under the iSkillsetStat Formulas heading, select
@RCW_CallsAnsweredBeforeThreshold.
32 From the Summation Type list, select Sum.
This summation type totals all calls answered before the threshold is reached.
33 From the Groups list, select the following check boxes:
• Report Footer
• Group Footer #1
• Group Footer #2
• Group Footer #3
34 Click Add.
The @RCW_CallsAnsweredBeforeThreshold formula, Sum summation type, and the
selected report sections appear in the Summary Data list.
35 Click Next.
36 In the Report Layout window, double-click the Page Header section.
37 In the Page Header section, click Time.
38 On the Object Properties page, in the Height box, type 80.
With a height of 80 pixels, the full text can print.
39 Select the Bold and Underline check boxes.
40 In the Page Header section, click the next field.
41 On the Object Properties page, in the Title box, change the title. For example, change
CallsAnswered to Calls Answered, and change
@RCW_CallsAnsweredBeforeThreshold to Calls Answered Before Threshold.
42 In the Height box, type 80.
43 Select the Bold and Underline check boxes.
44 Repeat
step 40 to step 43 for the remaining Page Header fields.
45 Double-click the Group Header #1 section.
46 In the Group Header #1 section, click @RCW_SkillsetNameID.
47 On the Object Properties page, in the Width box, type 300.