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1 Avaya IQ Report Designer Release 5.2 July 2013

2 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. 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3 installation on non-avaya equipment) for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, or hardware provided by Avaya. All content on this site, the documentation and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Contact Avaya Support See the Avaya Support website: for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: scroll to the bottom of the page, and select Contact Avaya Support. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). Information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at: support.avaya.com/copyright. You agree to the Third Party Terms for any such Third Party Components. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. Aura is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners, and Linux is a registered trademark of Linus Torvalds. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: Avaya IQ Report Designer July

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5 Contents Chapter 1: Report Designer overview... 7 Capabilities... 7 Permissions... 7 Understanding the Avaya IQ dimensional data model... 7 Chapter 2: Getting started with Report Designer Choosing an appropriate report Opening a report in Report Designer Chapter 3: Customizing Reports Designer layout for report tables Designer layout for crosstabs Designer layout for charts Report customization capabilities Replacing a report item Changing table column display order Deleting report items Formatting report items Applying sort rules Report items groupings Summary values Adding a new report measure Creating custom calculations Importing a customized XML file in Avaya IQ Chapter 4: Navigating the report model Report model terminology and concepts Namespaces Types of report items Report item mappings by reporting area Mappings for Real-Time reports Mappings for summary behavior reports Mappings for detail behavior reports Mappings for Agent and Work Group Performance reports Mappings for Dashboard reports Mappings for Queue Performance reports Mappings for Results reports Mappings for Routing Point Performance reports Other special function namespaces Detailed report measure descriptions Detailed real-time measure descriptions Detailed historical measure descriptions Index Avaya IQ Report Designer July

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7 Chapter 1: Report Designer overview Avaya IQ Report Designer gives authorized users the ability to customize historical reports and real-time reports to meet various business needs. Report Designer is an integrated feature of Avaya IQ reporting. Capabilities You can open a standard real-time or historical report in Report Designer and customize the report in the following ways: Add, delete or replace measures in report crosstabs, tables, and charts. Change the display order for report items. Create measurement summary rows that can display the data according to various types of summary operations. Apply rules to sort report rows in ascending or descending order on the basis of one or more measures. Use existing measures to create new calculations. Permissions Before you can use Report Designer, your Avaya IQ administrator must assign you permissions for the feature. The Design button on the reporting tool bar launches Report Designer when a user clicks the button after selecting a report. This button is not enabled for report users who do not have the required permissions. Understanding the Avaya IQ dimensional data model This section describes the fundamental aspects of the Avaya IQ dimensional data model that make it unique. These aspects are the key to understanding and customizing Avaya IQ reports. Avaya IQ Report Designer July

8 Report Designer overview Dimensional data Dimensional data model have, at their core, data associated with individual transactions. The transactions that are relevant to Avaya IQ involve agent state changes and contact state changes. The fundamental data associated with these transactions are: the state that the agent or contact was in at the time the length of time that the agent or contact was in that state The transactions are often referred to as facts, as in, it is a fact that this thing happened in this way at this time. What makes the data model dimensional is that each of these transactions are decorated with as many attributes of interest as possible like the ID of the agent or agents involved, the queue and routing point that delivered the contact to the agent, the state that the agent came from prior to this state and the state they go to next, the disposition of the contact as it leaves the routing point or queue, and others. This concept of transactions decorated with attributes is illustrated below: 1 6 Attributes of transaction data Each attribute is an element of a dimension. One attribute may be the ID of a particular queue in the queue dimension. Another may be the ID of a particular agent in the agent dimension. A third may be the ID of a particular disposition in the dispositions dimension. Finally, a key attribute throughout the data model is time. There will often be several time-related attributes that describe when the transaction took place. The dimensions themselves include additional information about each attribute. For example the agent dimension may include information about the number of years that an agent has been employed or the amount of training that an agent has had. What makes dimensional models so valuable for reporting is that they provide tremendous flexibility in how one looks at the data. The flexibility I m referring to is the ability to count or 8 Avaya IQ Report Designer July 2013 Comments?

9 Understanding the Avaya IQ dimensional data model summarize all facts that had any combination of attributes. Flexibility is key to reporting because it is difficult to predict what questions will arise as contact centers evolve. Dimensional reports What does this mean for Avaya IQ reports? First of all, it means that it is important to understand the dimensionality of each report. We sometimes talk about this as the grain of the report. For example, the Agent Performance by Queue Summary report pictured below has one row for the combination of agent and queue. Each measure that appears in the report (Handles, Transfers, and so on) is specific to that combination of dimensional attributes. The grain of this report is agent and queue. With a dimensional data model, it is easy to change the grain of the report to answer a different question. For example, assume that the question of interest is: How do agents generally handle inbound calls compared to outbound calls? Because the contact transaction data is decorated with a contact direction attribute, answering this question is as easy as replacing the Queue dimension with the Contact Direction dimension as pictured below. Avaya IQ Report Designer July

10 Report Designer overview Now the measures represent a summarization of an agent and contacts they handled that were either inbound to the contact center or internal to the contact center. Creating custom measures Finally, you can use this same dimensionality to create highly specialized custom measures. The following calculation will produce a measure that summarizes the amount of time that agents spent on contacts that were inbound to their extension. total((if (([Agent & Work Group Performance].[Contact Delivery].[Contact Context] = 'External') and ([Agent & Work Group Performance].[Queue].[QueueKey] = 1) and ([Agent & Work Group Performance].[Contact Delivery].[Contact Direction, Base Name] = '_Inbound_')) then ([Active Dur. Seconds]) else (0)) for ([Agent])) It accomplishes this by counting the time (Active Dur. Seconds) that agents spend on contacts that originate outside (External) to the contact center, that were directed to the agents extension (QueueKey = 1, meaning the None queue), and the work was inbound to the agent (Contact Direction, Base Name = Inbound). Such calculations are possible only because we know that each transaction is richly decorated with lots of dimensional information. 10 Avaya IQ Report Designer July 2013 Comments?

11 Chapter 2: Getting started with Report Designer Choosing an appropriate report To get the best results from your report custom report efforts, start with a standard report that is the closest match for your customization needs. Since you cannot customize report input categories associated with a standard report, custom items must be compatible with the types of input parameters provided for the report. Related topics: Opening a report in Report Designer on page 11 Opening a report in Report Designer Procedure 1. Select a standard report that is the best match for your custom report requirements in terms of the types of resources and measurements that are of interest to you. Your report selection must be based on the considerations described in Choosing an appropriate report on page 11. Important: Do not use an existing custom report as the basis to create another custom report. Adding additional measures to an existing custom report can have a significant impact on system performance when such a report is executed. 2. Click the Design toolbar button. 3. Report Designer opens on the General tab. 4. Use the input fields on this tab to specify a name for your custom report and any additional reference information that might be useful for you at a later time, such as the intended purpose of your custom report, the date you created the report, and so forth. Avaya IQ Report Designer July

12 Getting started with Report Designer Result Depending on the report that you choose as the basis for your report customizations, you can access all of the Report Designer customization capabilities from the Crosstabs, Tables, and Charts tabs. For more information, see Customizing reports. 12 Avaya IQ Report Designer July 2013 Comments?

13 Chapter 3: Customizing Reports Important: You cannot open multiple instances of the Report Designer window for the same report. If you attempt to open the second Report Designer window for the same report, the system displays a message box stating the selected report is already open in a Report Designer window. If you click OK on the message box, all the changes made to the Report Designer are lost and a fresh Report Designer window is displayed. Designer layout for report tables If the report that you want to customize displays some or all of the data in table formats, information about the tabular report items is displayed in the Tables tab. Tip: If the report that you want to customize includes more than one table, use the Table Selector drop-down box to view different report tables. Report items are listed in rows in the same order that the items are displayed in the columns of the source report. Within each row, additional information about each report item is presented in four columns. The Label column displays names for the following types of items that can appear in a report: A resource type, such as Agent, Routing Point Group, or Source. Measurements obtained for resources, such as Handles, Avg. Wrap-up Dur, or Outflows. Other types of information recorded for resources, including information about the state of a resource at a particular point in time, such as Preview, On Hold, or Wait in Queue, and related information about transitions between states, such as Accepted, Queued, or Redirected. These types of report items are found either in the real-time reporting subject area or the historical Agent and Contact Detail/Trace subject area. A time dimension, such as the Interval time units used to summarize and partition trend report data in individual table rows and chart data points according to the time interval when the measurements were recorded. Other dimensions that represent administered entities in the enterprise, such as Aux. State or Result. Avaya IQ Report Designer July

14 Customizing Reports Tip: Although you can usually use the label names to distinguish different types of report items, a special icon is also displayed with each item to differentiate measure items from resources and other types of dimensional items. When you view report table items in the designer Table tab, the Summary column for a measure shows whether the report displays a summary value for that measure. In report outputs, the summary values generated for measures are displayed in a labeled Summary row at the end of the table. When you specify a summary value for a report measure, you must also specify the type of mathematical operation that the report uses to generate the summary value. You select summary operations from the pull down list adjacent to the Summary toolbar button. For more information about the mathematical operations associated with the Summary function, see Specifying summary values. Note: Subtotal rows are automatically added to a group of consecutive report rows when the Group function is used to partition resource measurements according to an association with a second reporting dimension. For more information, see Group column. The Sort column indicates if a sort rule is applied to a measure. Sort rules control the sequence in which report rows are displayed in report outputs. You can assign multiple sort rules to the resources and measures in your report. For more information see, Applying sort rules. The Group column indicates whether the Group function associates a report item with the next item in the list. This function allows you to keep related groups of measurements together in consecutive rows in a report table. For more information, see Grouping report items. Related topics: Applying sort rules on page 19 Grouping report items on page 20 Specifying summary values on page 21 Designer layout for crosstabs When you open a crosstab report, information about the report layout is displayed on the Crosstab tab. Tip: If the report that you want to customize includes more than one crosstab, use the Crosstab Selector list box to view different crosstabs. The layout of report items for crosstab reports are grouped under three separate fields: Left Dimension, Top Dimension and Content. These columns are defined the following table. 14 Avaya IQ Report Designer July 2013 Comments?

15 Designer layout for charts Editing capabilities for crosstabs are similar to tabular reports with a few minor exceptions as defined in the Restrictions column of the following table. Left Dimension Top Dimension Content Field Name Description Restrictions Report items in this section define the rows in the crosstab report Report items in this section define the columns in the crosstab report Report items in the section are the values of the calculation or measure for the intersection of the top and left dimension Format and Summary functionality is disabled for left dimension items Format and Summary functionality is disabled for top dimension items Sort functionality is disabled for content items. You can move the report items within the same section. Summarization of report items in crosstabs generates a new row and column with the summarized values. For reports with a single content item, the label for the content item is displayed in the top left cell above all row headers and in line with the column headers. For reports with multiple content items, the system displays labels below the top dimension values. Related topics: Applying sort rules on page 19 Grouping report items on page 20 Specifying summary values on page 21 Designer layout for charts When you open a report that includes one or more charts, information is displayed about the items that appear in the chart. Tip: If the report that you want to customize includes more than one chart, use the Chart Selector pull-down box to view different charts. The Chart tab lists the measures that are used in the report chart. Other items that are not measures or attributes of a resource, such as the time grain parameters that specify the time coordinates for a trend chart, are not displayed in the Chart tab and cannot be customized. Related topics: Applying sort rules on page 19 Grouping report items on page 20 Avaya IQ Report Designer July

16 Customizing Reports Specifying summary values on page 21 Report customization capabilities You can access all Report Designer customization capabilities from the buttons displayed on the designer toolbar. Tip: Button names are displayed when you move your cursor over each button on the toolbar. Replacing a report item About this task The Edit function works for table, crosstab, and chart customizations. To replace an existing report item with a new item in a report crosstab, table, or chart: Procedure 1. Highlight the item that you want to replace. 2. Click Edit. The Column / Metadata Selector window displays the report model that corresponds to the subject area of your report. For more information about locating and choosing report items that meet the needs of your custom report, see Navigating the report model on page Select a report item and click Save. Changing table column display order About this task You can quickly change the order in which columns for different report items are displayed in a report table and crosstab. Procedure 1. Highlight the report item that you want to move. 2. Click Move Up or Move Down. 16 Avaya IQ Report Designer July 2013 Comments?

17 Report customization capabilities Deleting report items About this task You can quickly delete a report item from a report crosstab, table, or chart. Procedure 1. Highlight the report item that you want to delete. 2. On the Report Designer toolbar, click Delete. Formatting report items About this task You can apply certain formats to report items depending on the report type. For tabular reports and crosstab reports, formatting is restricted to measures containing numeric data or data displaying durations. For charts, currently only line formatting in line charts is supported. The following table describes the Report Designer: Format editor window field discriptions for each report type. Report type Field name Description Crosstab and table reports Remove all previously added measure formatting Duration Percentage No. Decimal Places Removes all previous formatting added to the item. This is limited to formatting applied through the report designer interface. Applies interval data formatting to the value of the selected measure. Applies percent formatting to the value of the selected item. Percentage can be used in combination with No. Decimal Places Sets the number of decimal places displayed for the value of the selected item. If Duration is also selected this formatting selection is ignored. Avaya IQ Report Designer July

18 Customizing Reports Report type Field name Description Start of Day Column Header Format Applies the Start of Day Column header formatting to the selected measure column. The column header formatting for Sliding Time Window measures is different from the formatting applied to Start of Day measures. This is visible on the reports containing both types of measures. However, if a new measure is added, it takes the default column formatting of Sliding time Window measures or Status measures when it is displayed in the report. To apply the format reserved for Start of Day measures, select Start of Day Column Header Format check box. Line chart reports Target line Applies Target Line (bold) formatting to the report item. Procedure 1. Click the Crosstab, Tables, or Charts tab on the Report Designer window available depending on the contents of the selected report. 2. Select the measure you want to format. The Format button becomes active only if the selected measure can be formatted. For crosstab reports, only Content items can be formatted. 3. Click the Format button. This displays the Report Designer: Format editor window. 4. Select the appropriate formatting options on the Report Designer: Format editor window. 5. Click OK on Report Designer: Format Editor window. Formatting is applied when the report is saved. Important: For crosstab reports, some changes impact formatting and require userdefined formatting to be reapplied after the change is made. This includes changes such as adding or removing summarization or reorganizing items in the report using move up and move down functionality. 18 Avaya IQ Report Designer July 2013 Comments?

19 Report customization capabilities Applying Start of Day Header Formatting to default report measures may cause error in displaying reports. Please refer Avaya IQ release notes on this issue. Applying sort rules About this task You can specify one or more sort order rules for the items in a report table or crosstab. A sort order rule controls the sequence in which the system displays the report rows in your custom report. Report rows can be sorted in ascending or descending order, based on alphabetical or numerical criteria. In crosstab reports, sort functionality is applicable only for items listed under Top Dimension and Left Dimension and not for items under Content. If you assign a sort rule to more than one item, sort orders are applied in the sequence in which they appear in the report table. Note: If your report includes one or more report items that are associated by the Group function, sort orders are applied within each of the groups. Procedure 1. Highlight the report item that you want to associate with a sort rule. 2. Click Sort. Tip: To toggle between ascending and descending sort modes, click Sort repeatedly while a report item is highlighted. Report items groupings The Group function allows you to keep measurement sets for paired resources together in adjacent rows in report tables. For example, the historical Agent Performance by Queue summary reports partitions the contact measurements for an agent on the basis of the queues that delivered contacts to that agent. The queue data is grouped by agents, so all queue data for the first agent listed in the report is grouped together in consecutive rows before the queue data for the next agent is presented. Avaya IQ Report Designer July

20 Customizing Reports Grouping report items Procedure 1. In the Tables tab, verify that the primary resource on which instances of the secondary resource are to be grouped is listed immediately before the secondary resource. For example, in an Agents by Queues - Summary report, the Agent report item is listed immediately before the Queue report item. 2. Highlight the primary resource on which you want to group instances of the second resource. 3. On the Report Designer toolbar, click Group. A check mark icon is displayed in the Group column. Group subtotal rows When you apply the Group function to a report item, a subtotal row is automatically inserted after the last row in each group. When subtotal rows are included in a report, the following methods are used to calculate subtotal summary values: For measures based on total counts or durations, subtotal values are derived as the sum of the durations or counts displayed in the report. For measures based on averages or percentages, subtotal values are derived by recalculating averages or percentages from the source count and duration data that was used to produce the average and percentage values that are displayed in reports. For more information, see Measurement calculation methods in the Avaya IQ Standard Reports document. Summary values You can use the Summary function to include overall summary values for report table measures. The summary values are displayed in a final Summary row at the end of the report table. For crosstab reports, summary functionality is applicable only to report items listed under Content. When you assign the Summary function to a report measure, you specify the type of mathematical operation that the report uses to generate the summary value. You select summary operations from the pull down list adjacent to the Summary toolbar button. 20 Avaya IQ Report Designer July 2013 Comments?

21 Report customization capabilities Summary function operators You can use the following operators with the Summary function: Average: The summary value is derived as the simple arithmetic mean of the report values obtained for the specified measure in the report. Apply this summary operation to measures that consist of counts or durations. Calculate: The summary value is derived as a recalculation of all source values that contributed to the percentage or average values obtained for the specified measure in the report. Apply this summary operation to measures that consist of percentages or averages. Consider an example where the Calculated operator is specified for the % Transfers measure in an Agent Performance by Queue report. The % Transfers measure displayed in the report for each agent is derived as (Transfers/Actives) * 100. When the Calculated option is chosen for the Summary function, the report does not use the derived % Transfer values that are displayed for each agent in the report. Instead, the report refers to the original set of Transfers and Actives counts for each agent and recalculates an overall % Transfer summary value based on this complete set of agent data. A similar method is used to recalculate summary values for measures that are based on average calculations. This method eliminates mathematical distortions that can occur when values based on percentages or averages are used to derive new summary values based on percentages or averages. Maximum: The summary value represents the highest value obtained for the specified measure in the report. Apply this summary operation to measures that consist of counts, durations, percentages or averages. Minimum: The summary value represents the lowest value obtained for the specified measure in the report. Apply this summary operation to measures that consist of counts, durations, percentages or averages. Total: The summary value is derived as the sum of the individual values obtained for the specified measure in the report. Apply this measure to operations that consist of counts or durations. Specifying summary values About this task For crosstab reports, summary functionality is applicable only for items listed under Content. Procedure 1. In the Crosstabs or Tables tab, highlight the measure to which you want to assign a summary value. Avaya IQ Report Designer July

22 Customizing Reports 2. Choose a summary operation from the drop-down list next to the Summary button. 3. Click Summary. System displays the type of operation you selected in the Summary row. Adding a new report measure About this task You can use the Add New Item icon to add a new item to a report crosstab, table, or chart. Procedure 1. In either the Crosstabs, Tables, or Charts tab, highlight the report item that immediately precedes the location where you want the system to display the new item in your custom report. 2. Select Measure from the drop down list displayed next to the Add New Item button, and click the Add New Item button. The system displays Column/Metadata Selector window. 3. Locate and highlight a report measure that you want to include in your custom report. 4. Click Add You can add multiple measures to a report. 5. Click Save. If you are editing an existing report, you must click Save As. Creating custom calculations You can create custom calculations that are derived from the measures provided in the various Avaya IQ reporting model subject areas and add them to your custom report. You use the calculation editor to select the report measures you need for your calculation and specify the operations to be applied to them. Things to know about the calculation editor Standard editing environment: The calculation editor has the same capabilities as a standard text editor. You can add mathematical operator symbols, such as +, -, / and *. 22 Avaya IQ Report Designer July 2013 Comments?

23 Report customization capabilities You can also use parentheses to group various items and operators within different expressions within a calculation. Query expression format: When you select a report model item to use in a calculation, the calculation editor displays the item in query expression format. For example, if you add the Avg. In Focus Hold Dur. item to a custom calculation for a Queue Performance report, the calculation editor displays the item as [Agent Contact Segment Measures for Queue & Routing Point].[Avg. In Focus Hold Dur.] Creating a calculation About this task For crosstab reports, calculation measure can only be added for items listed under Content dimension. Procedure 1. In either the Crosstabs, Tables, or Charts tab, highlight the item that you want the new calculation to follow in your custom report. 2. Select Calculation from the pull down list next to the Add New Item icon, and then click Add New Item. 3. In the report model pane, locate and highlight a report measure that you want to include in your calculation. 4. Click Add. 5. Repeat steps 1 through 4 to add all the report measures you want to use in your calculation. 6. In the Calculation pane, enter the mathematical operators that you need for your calculation. If necessary, you can also insert parentheses to specify the order of precedence for mathematical operators used in your calculation. For more information, see Example calculation on page 23. Example calculation The following example shows how various report items can be selected from the report model and combined with operators to construct a new custom calculation. In the following example, the report designer wants to create a custom calculation to represent the average handle duration of contacts in a historical Queue Performance Summary report. The Queue and Routing Point Performance Summary namespace includes various report items that represent average durations. In the example scenario, the designer decides to add Avg. In Focus Hold Dur. time with other average handle time components to create a new handle duration measure. The report items Avaya IQ Report Designer July

24 Customizing Reports that the designer selects for the custom calculation and the operators to be applied to the report items are summarized as follows: Avg. Active Dur + Avg. Wrap-up Dur. + Avg. In Focus Hold Dur. In the calculation editor, the corresponding expression displayed in the calculation editor after the designer selects the required report items and applies the addition operators is as follows: [Agent Contact Segment Measures for Queue & Routing Point].[Avg. Active Dur.] + Agent Contact Segment Measures for Queue & Routing Point].[Avg. Wrap-up Dur.] + Agent Contact Segment Measures for Queue & Routing Point].[Avg. In Focus Hold Dur.] This example also illustrates that caution is necessary when you use report items based on average calculations. The example calculation shown above could potentially generate data that misrepresents agent activities on contacts. Consider a case where the proportion of contacts that require wrap-ups is relatively small, but the average wrap-up duration for those contacts is relatively long compared to the average active time for most contacts. In this calculation, Avg. Active Dur. and Avg. Wrap-up Dur. have been given equal weight in the calculation, even though the actual contribution of wrap-up time to overall contact handle times is relatively small compared to the contribution made by active time. In this case, the custom calculation could overestimate the true average handle duration of contacts. Editing time interval calculations About this task Open a report in the Report Designer and do the following: Procedure 1. Select the Tables tab. 2. Highlight one of the calculation rows you want to change. 3. Click Edit. 4. On the Calculation Editor dialog box, edit the values in both the Calculation Label and Calculation boxes. 5. Click Save. 6. Change other calculations as required. When you have finished making all changes to the report, click Save or Save As. Example If you want to change the calculation from 0-5 to 0-30, change the values in both the Calculation Label and the Calculation boxes as follows: 24 Avaya IQ Report Designer July 2013 Comments?

25 Report customization capabilities 1. In the Calculation Label box, enter the value In the Calculation box, enter total((if ( [Routing Point Measures].[Abandon Dur. Seconds] between 0 and 30) then ([Routing Point Measures].[Abandons] )else (0)) for [Queue & Routing Point Performance].[Routing Point].[Routing Point],[Queue & Routing Point Performance].[Routing Point Group].[Routing Point Group]) Importing a customized XML file in Avaya IQ About this task In Avaya IQ, you can use the import feature to import a customized XML file. You can use the Import feature in conjunction with the Export feature. Using the Export feature, you can export the report as an XML file and make the required changes using a text editor such as Notepad ++. After that, use the Import feature to import the customized XML file in Avaya IQ. Procedure 1. Select the report that you want to customize. 2. To open Report Designer, click Design. 3. To export the report, click Export > Save. 4. Make the required changes in the report outside of Avaya IQ. 5. To import the report, click Import. At the prompt, click Browse, select the customized XML file, and click Upload File. 6. At the prompt, click OK. 7. Run the report to view the changes made to the report. Avaya IQ Report Designer July

26 Customizing Reports 26 Avaya IQ Report Designer July 2013 Comments?

27 Chapter 4: Navigating the report model When you use the Add New Item function to add a new measure or calculation in a report, the Metadata Selector window displays the area of the Avaya IQ report model that pertains to the report. Report model terminology and concepts The Avaya IQ report model provides you a simplified interface between Avaya IQ reports and the reporting database. The concepts described in the following sections are useful to know before you begin to select items from the report model for your reports Namespaces The various areas of the Avaya IQ report model are represented as expandable tree structures. The containers that hold a collection of related report items are called namespaces. In some cases, report model namespaces can be nested in a logical hierarchy. For example, various queue measures that appear in queue performance reports are located in a report model area that has the following namespace path: Queue and Routing Point Performance Summary > Queue Summary Measures Types of report items Report items are often organized by type in different namespaces. To understand where to look for an item, you need to be able to distinguish the basic types of report items. Monitored dimensions This category includes administered entities that exist within the contact center as measurable objects. Some of these entities, such as agents, queues and routing points, are directly involved in the processing or handling of contacts. In other cases, the monitored dimension is a collection of entities, such as a work group or a queue group. Although Aux. states are not involved in the processing or handling of contacts, they also represent a kind of administered entity that can be associated with measurable events and activities. Therefore, Aux. States are also a monitored dimension. Monitored dimensions are typically located in namespaces that are separate from the namespaces used for measurements and calculations. Avaya IQ Report Designer July

28 Navigating the report model Attributes This category includes items that provide descriptive information about the properties of an entity or event. Attributes can be based on administered information or information recorded at the time of an event. In many cases, attributes that describe a monitored dimension are located in the same namespace as the dimension. The following examples represent reporting model items that belong to the attribute category. An Agent State recorded for an agent at a particular point in time. An Outflow Type recorded for an outflow event. A Contact Direction classification assigned to a contact. A Target % value administered for a queue. A Short Aux. Behavior definition administered for an Aux. State. Measurements and calculations This category includes recorded counts and durations, and calculations derived from those counts and durations. Report item mappings by reporting area This section maps different types of report items to namespaces in the reporting model. The mappings are organized according to the reporting category for the source report. The namespaces described in the following sections are provided to help report designers become familiar with the different areas of the reporting model. These mappings do not represent a comprehensive list of potential items that can be added to a custom report. Important: Items contained in some namespaces can break functionality if they are added to a custom report. Mappings for Real-Time reports The items displayed in real-time reports are all associated with the real-time reporting model area. The following table lists paths through the reporting model tree structure to namespaces that contain items that can be used in reports from the Standard Real-time Reports reporting area. Note: All paths shown in the table are relative to the Real-Time Reporting Model namespace. 28 Avaya IQ Report Designer July 2013 Comments?

29 Report item mappings by reporting area Report input Agent Queue Queue Group Supported reporting items Agent dimension and associated attributes Current agent state with respect to an assigned queue Contact handling measures and occupancy measures - sliding time window Contact handling measures occupancy measures - start of day Current queue and assigned skill level for the agent The queue dimension and associated attributes Queue status measures Agents staffed status measures Current queue state Queue measures, including summarized agent contact handling measures - sliding time window Queue measures, including summarized agent contact handling measures - start of day The queue group dimension and associated attributes Queue group status measures Queue group measures - sliding time window Queue group measures - start of day Agent Namespace paths Real-Time Dynamic Attributes > Agent Dynamic Attributes > Agent Current Status Real-Time Composite Measures > Sliding Time Window Measures > Agent Sliding Time Window Measures Real-Time Composite Measures > Sliding Time Window Measures > Agent Sliding Time Window Measures Real-Time Dynamic Attributes > Login Queue Dynamic Attributes > Agent Current Status Queue Real-Time Composite Measures > Status Measures > Queue Status Measures Real-Time Composite Measures > Status Measures > Queue Status Measures > Agents Staffed by Agent State Real-Time Dynamic Attributes > Queue Dynamic Attributes > Queue Current Status Real Time Composite Measures > Sliding Time Window Measures > Queue Sliding Time Window Measures Real Time Composite Measures > Start of Day > Queue Start of Day Measures Queue Group Real Time Composite Measures > Status Measures > Queue Group Status Measures Real-Time Composite Measures > Sliding Time Window Measures > Queue Group Sliding Time Window Measures Real-Time Composite Measures > Start of Day Measures > Queue Group Sliding Time Window Measures Avaya IQ Report Designer July

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