Next, you identify the appropriate rows that supply data. If you want agents in Split 1, you must tell CMS to find rows that have the value 1 for the SPLIT database item. When you run the report, CMS finds the appropriate rows of data in the cagent table.

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.

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

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.