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.
