About creating new database tables

최근 업데이트 : Sep 17, 2022 |

The indexes for each standard table are fixed and cannot be changed or deleted. However, if you define a custom table in the CMS database through SQL, you can define any indexes desired for that new table.

Example

As an example of how CMS retrieves report data, if you want a custom intrahour interval split report that lists, by intrahour interval, data for a split in a single day, you must tell CMS to access the hsplit (Historical Intrahour Interval Split) table. You must then assign the appropriate database items to the fields. When you run the report, CMS finds the columns of data associated with the database items in the hsplit table.

Next, you must identify the appropriate rows that supply data. You might want data for the following items:

  • Split 1, which means you must identify rows that have the value 1 for the SPLIT database item.

  • The date 07/02/02, which means you must identify rows with the value 070202 for the ROWDATE database item.

  • The intrahour intervals 8:00 a.m. to 11:00 a.m., which means you must identify rows with the values 0800 through 1100 for the one database item.

CMS then finds the appropriate rows of data.

The data that CMS reports is thle data found in the intersection of the selected database items and columns.


Split: 1
 Date: 07/02/02
            ACD
Interval   Calls   Abandons
08:00am     399       36
09:00am     400       46
10:00am     394       40
11:00am     418       41

Defining data is the central task of creating and designing a report. However, you must do many other tasks to create a report.