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-   -   Cms r14 (http://support.avaya.com/forums/showthread.php?t=11489)

scisk 05-18-2016 03:21 AM

Cms r14
 
Dear all,

I would like to ask for support in below case. I tried two different reports:

REPORT A
select
magent.LOGID, magent.LOGID, magent.sum(TOTAL_ACDCALLS)+sum(AUXINCALLS)+sum(ACW INCALLS)+sum(EXT_CALL_OUT), AVG_AGENT_TALK_TIME FROM magent

where
ROW_DATE = [Date:] and ACD=$acd and LOGID in (select value from agroups where acd_no=$acd and item_name = [Agent Group:] ) GROUP BY 1, 2, 4 ORDER BY magent.LOGID


REPORT B
select
magent.LOGID, magent.sum(TOTAL_ACDCALLS)+sum(AUXINCALLS)+sum(ACW INCALLS)+sum(EXT_CALL_OUT), AVG_AGENT_TALK_TIME FROM magent

where
ROW_DATE = [Month Starting:] and ACD=$acd and LOGID in (select value from agroups where item_name = [Agent Group:] and acd_no=$acd) GROUP BY 1, 3


In both cases data per Agent are not agregated - it means one Agent with 3 skills has 3 rows. Is it because i use AVG data or because there is this sum of magent.sum(TOTAL_ACDCALLS)+sum(AUXINCALLS)+sum(ACW INCALLS)+sum(EXT_CALL_OUT)

Thank you in advance,
michal

dhabela 06-07-2016 02:32 AM

You must check Summary option in the Table Format Options, and of course use proper query for Totals.


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