Modifying the data summarizing time settings using the PC Client

Last Updated : May 04, 2020 |

Procedure

  1. From the Controller window, navigate to Tools > System Setup.

    CMS Supervisor displays the System Setup window.

  2. In the Operations list, highlight Storage Intervals.
  3. In the ACD field, select the ACD which will have its data summarizing settings changed.
  4. Click OK.

    CMS Supervisor displays the Storage Intervals window.

  5. In the Data Summarizing Time field, enter the time when CMS should summarize data for the previous day, week, and month. The time must be entered in one of the following formats:

    • HH:MM PM - For example, 12:35 AM

    • 24-hour format - For example, 00:35

    If you do not wish to change this field, skip this step and proceed to the next.

    The time entered in this field must be equal to or greater to intrahour interval in order to allow CMS to finish archiving data. The default time for this field is 12:35 AM.

    Weekly summaries are started on the day following the day specified in the Week Stop Day field. Monthly summaries are started on the first day of the next month. For example, the monthly summary for January is done on the first day of February.

    To run data summarizing on the day for which data was collected, the Data Summarizing Time field must be set for 15 minutes after the Daily Stop Time and prior to midnight. For example, the Data Summarizing Time field can be set to 11:59 PM or 23:59. This would require that the Daily Stop Time field be set to 11:44 PM or 23:44.

  6. In the Week Start Day group, select the day that represents the start of the work week for the call center.

    If you do not wish to change this field, skip this step and proceed to the next.

    The default value for this field is Sunday.

  7. In the Week Stop Day group, select the day that represents the end of the work week for the call center.

    If you do not wish to change this field, skip this step and proceed to the next.

    The default value for this field is Saturday. Data through the end of the stop day is collected and included in the weekly summary.

    When the start or stop day is changed for the week, the data from the old start day through the new stop day for the week is archived.

    If possible, make any changes to the Week Start Day and Week Stop Day after CMS performs the weekly archive. This change is not possible for a seven-day week. When the start and stop day for the week are changed, the current week will contain the data item, INCOMPLETE, to indicate that the data for this week is peculiar since the definition of that week was changed.

    If the Week Start Day and Week Stop Day are identical, data for only one day will be collected for that week.

  8. In the Daily Start Time field, enter the time at which data collection should start. Enter the time in one of the following formats:

    • HH:MM PM - For example, 12:00 AM

    • 24-hour format - For example, 00:00

    If you do not wish to change this field, skip this step and proceed to the next.

    The default value for this field is 12:00 AM (midnight).

  9. In the Daily Stop Time field, enter the time at which data collection should stop. Enter the time in one of the formats specified in the previous step.

    If you do not wish to change this field, skip this step and proceed to the next.

    The default value for this field is 11:59 PM. Data is collected through the end of the minute specified.

    Do not enter the same time in this field as in the Daily Start Time field. Doing so will result in data being collected for only one minute per day.

  10. From the menu bar, select Actions > Modify.

    CMS updates the data summarizing parameters as specified. A Successful message appears in the status bar when CMS completes the operation.

  11. Restart data collection.

    See Turning data collection on and off using the PC Client for information on this procedure.

  12. Return CMS to multi-user mode.

    See Changing the CMS operational state using the PC Client for information on this procedure.