cancel
Showing results for 
Search instead for 
Did you mean: 
cancel

Summarising Many Call Types into 1 line summary in Real Time & Historical reports

sarbarnes
Enthusiast
Enthusiast


Can any one help I have 2 customers both if which have similar needs.

They have 100s of call types as they take call from many different businesses. They want to be able to summarise those call types into one line so that they can report for example on 15 business, showing 15 lines, but in reality it is 80 call types.

Has any one done this in v8 or 8,5

Also has anyone done amything similar for Skill Groups.

With regards to the Realtime, they want to be able to show this on a Wallboard as a collective.

Any ideas would be most welcome.

thanks Sarah

1 ACCEPTED SOLUTION

Accepted Solutions

Ahh, I see. There are a couple different ways I can think of to achieve that effect:

  1. Build a SQL query with the CallTypeIDs hard-coded into the WHERE statement. In the SELECT statement, use a CASE on the CallTypeID to output the "Business A", "Business B", "Business C" text, and GROUP BY that same CASE statement.
  2. If the different businesses have a consistent naming scheme to their Call Types, you can SELECT and GROUP BY a substring of the Call_Type.EnterpriseName, and proceed as I mentioned in my previous post to provide filter criteria.

Personally, I would go with #2 if possible, otherwise you'll potentially have to change the report definition whenever a new call type is created.

-Jameson

-Jameson

View solution in original post

7 REPLIES 7

Jameson Gagnepain
Rising star
Rising star

Sarah,

As long as you have access to Report Definitions (Premium or Lab license), this should be pretty straightforward to do with some basic SQL experience. If you've never done a summary in SQL before, take a look at the "Call Type Historical All Fields Daily" report as an example. W3schools.com has a good introductory SQL tutorial if you would like to learn more about SQL commands.

You'll want to make sure that Call_Type.EnterpriseName and CallTypeID are not anywhere in your SELECT statement, and removed from the GROUP BY statement as well. In fact, you should be able to remove any references to the Call_Type table. In order to still be able to filter on Call Type, you can create a Filter Field with the Data Clause of "Call_Type.CallTypeID", and give if the "Call Types" Value List. You can then add that filter field as the Key Criteria Field on the Properties tab.

-Jameson

-Jameson

Hi Jameson,

Thanks for replying I have used that before with Skill groups, however my dilema is that they will want to show summaries that look like this :

                                                               Offered     Handled      Abanonded

Business A (which is total 10 call types)       20            15               5

Business B (which is total 5 call types)         15            10               5

Business C (which is total 5 call types)         10            10               0

Total                                                           45            35              10

Hope that makes sense, as doing what you have suggested will only show the Total summary.

Am I right or have I missed something.

Thanks

Ahh, I see. There are a couple different ways I can think of to achieve that effect:

  1. Build a SQL query with the CallTypeIDs hard-coded into the WHERE statement. In the SELECT statement, use a CASE on the CallTypeID to output the "Business A", "Business B", "Business C" text, and GROUP BY that same CASE statement.
  2. If the different businesses have a consistent naming scheme to their Call Types, you can SELECT and GROUP BY a substring of the Call_Type.EnterpriseName, and proceed as I mentioned in my previous post to provide filter criteria.

Personally, I would go with #2 if possible, otherwise you'll potentially have to change the report definition whenever a new call type is created.

-Jameson

-Jameson