Chapter 8

Reporting Tools (20071204)

Chapter Goal
The goal of this chapter is to learn the reporting available for the APC/PDS. You will run
reports in Campaign Analyst, PC Analysis, and other Character based reports just as
the System Operators would.

Chapter Learning Objectives

After completing this section you will be able to:
• Run and analyze reports in Campaign Analyst
• Run and analyze CUI reports such as the Multiple Call report
• Run and analyze reports in PC Analysis

Reporting
Campaign Analyst is the main reporting tool available to the System Operators. This is
the Graphical based (or GUI) reporting tool.
There are many “canned” reports (baseline) that are available on all systems. There is
also the ability to create custom reports using the Campaign Analyst Report Wizard.
Reports can be scheduled to run at certain times and automatically print out.

There are also many standard Character Based (CUI) reports available. Some have
similar information as the GUI reports and others are available only through the CUI
interface.
PC Analysis is a part of the CUI reporting tools and there is quite a bit of flexibility for
the System Operators to create custom reports using this tool. PC Analysis is also a
powerful tool that PDS Support uses on a regular basis.

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Section 1: Campaign Analyst

For an overview of Analyst, read chapter 20 (starting on page 243) in the Avaya PDS
User's Guide Volume I.

Exercise 8_1
• Open Campaign Analyst.
Just like the other components of Campaign Director, if you are already logged into
Editor or Monitor, you will not need to log into Analyst. Otherwise, log in as “system”.

This exercise will have you exploring the reports that are available to the System
Operators.
There are many canned reports available to the System Operators in Analyst. They are
split into categories on the left side.

Start with an Agent Activity report (under the Agent Reports tab).
• Double click on the agent activity report for the day your job ran, Today or
Yesterday depending when the job ran.
o Notice that for Yesterday and WTD (Week to Date) there are two options
in the “Group 2” column - the Job Name or the Job Run Date. The
differences between these two reports are mostly visual, but worth looking
at.
• Run a report which will include your job (double click on the report line to run the
report).

The report will run in the background, pulling data out of the Oracle Database on the
PDS HP CPU. This should take a very short time for your data, as this system is a
test system and the Database is not populated with a lot of data. On a live system,
running reports will take longer, as there is more data populated and often much more
data to pull.

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The data is pulled from the PDS, but the report is generated on the Campaign Director
Workstation.

There are a number of columns on this report within two sections, one for the Session
activity and one for the Job Activity.
o Note above that the agent logs into their session and there is a delay before they
log into the job.
o You can also see that in this example, the agent logged out of the first instance
of the job (job # 121) and logged into the next job (job # 122) a minute later, both
during the same Session. Then the agent logged out of job 122 and logged out
of the session as well, logging back into a session and then a new job instance a
few hours later.
• ****For your job, Note the job number from this report. You will need this number
later for use in the PC Analysis section of this chapter.

Printing Reports
You (or the System Operator) can print the report. This prints to the default printer for
your workstation and does not allow you to choose other destinations.
One other note is that the reports will display based on the settings of the printer
attached to the PC. If no default printer is set up, or the printer has unusual default
settings, there may be problems with printing and/or viewing of reports.

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Exporting Reports
The report can also be exported to another application format.
o Export your report with the export button at the top of the report:

There are many options available for the export which allows quite a bit of flexibility for
the System Operator. When you export the report to “Disk file”, you save it just like
any other file to your PC.

o Common Support Issue: Notice that when you first open the export option, the
format selection is alphabetical and starts with Acrobat format (PDF).

o You CANNOT export as PDF unless your workstation has Adobe Acrobat
Writer (Not the Reader which is available for free). You can choose to export
as PDF, but nothing will ever be written. PDS Support has had many System
Operators opening cases on this, so it is worth noting.

• Next, run an Agent Performance Summary report (found in the left pane of
Analyst) and find your agent on your job.
o This report has more detailed information about what kinds of calls the
agent took and how many per hour, etc.

The RPC (right party connect) and Cls (Closures) are what are
defined in the Completion Code Manger, which we looked at in the
last chapter.
• Next, run a Job Performance Summary report (under the Job Reports tab on the
left side of Analyst) and look at the information about your job.
o This is similar to the Agent Performance Summary report, but contains all
the data about all calls on the job for the day.

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Looking at the example above, you can see that the job first started at 9:39 and last
ended at 23:59. From the agent activity report above, we noted that there were at
least three instances of that same job on 7/31 (job numbers 120, 121, 122), so this
report does not separate out each individual time that the job ran, but reports on all at
once.

• Next, run a Job Completion Code Summary report.

This is a report of Non-Agent connects (errors on the phone lines, non-connects like
busy or no answer, and virtual job codes). Your job should have some of these and
you can see that this report is useful when reporting on calls not passed to the agents.

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• Next, run an Agent Completion Code Summary report

The System Operators has the ability to set 14 Completion Codes for this report that will
be reported for individual agents. These are the Custom Use Codes. These are
defined in the Completion Code Manager. In my example above, Code 22 is the only
one defined in these custom use codes.

Custom Use Codes

• Open the Completion Code Manager tool from Analyst

You can see that code 22 has an asterisk preceding the name in the description. This
is how those are defined for that report. Any code that the System Operators wishes

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to be included as custom use codes need to be preceded by an asterisk here in

completion code manager. This is described on page 283 of the User’s Guide, but it
is commonly missed or misunderstood.

The RPCs, Closures, and Abandons designated in the Completion Code Manager are
also used in various Analyst reports.

Custom Reports
With the same report set selected (Agent Completion Code Summary), create a custom
report.
• Select new and the wizard will open.
There are options here in the wizard to customize the reports to format them differently.
• Group your custom report by Agent ID (don’t need a second or third group).
• Choose the Date Criteria of Job Run Date and today or yesterday (again,
depending on which day your job ran on).
• Do not include other criteria.
• Title the report core8_1<your initials> and then preview it and choose finish.

Your new report will show up in the list of available Completion Code Summary reports.
You can right click on the report and change it, add criteria groups, etc.

The other standard reports can also be modified in the same manner and either saved
over the original names or new titles made after adjusting.

Additional Information about Analyst and common issues

Campaign Analyst pulls data out of the PDS Oracle database using a Crystal Reports
engine to query and build the reports. Many System Operators have requested
access directly to the Oracle database to create their own custom reports and we
have a document that describes the data dictionaries for this reason:
https://aok.avaya.com/document.aspx?DocID=003796222
Avaya does not support custom reports built this way. Also, Campaign Analyst 3.0 (for
APC 3.0) is very similar and the above doc is actually part of the manual for that
application which you downloaded in the first chapter of this course. That manual also
contains additional information about many of the reports, most of which are in both
Campaign Analyst 4.0 (for PDS12.0) and Campaign Analyst 3.0 (the newer version,
for APC 3.0).

Database
You have looked at daily reports. There are also monthly reports available, but only
after the month is complete.
Data is kept in the Oracle database as “daily” data until the beginning of the following
month. There is a PDS database maintenance which occurs weekly (typically on
Sunday morning just after midnight). When a month is complete, the first time this

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database maintenance runs, a “rollup” occurs which populates the data which is used
for any of the monthly reports.
It is not uncommon for System Operators to try to run monthly reports for the prior
month either before the month is over, or on the first date of the new month. Since the
rollup of that monthly data has not occurred yet, the data will not be available. The
System Operators must wait until the rollup occurs on the first Sunday morning of the
month.
The data for the daily reports is kept 3 months, so this database maintenance purges
the detailed daily data after three months so that the database does not become so
large that reports could not run and the hard drive would reach 100% used.

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Scheduler
The last thing to note is that a System Operator can use the Scheduler under Tools to
run and print a report automatically.
Have a report selected and choose Tools->Scheduler in the menu bar. It is pretty self
explanatory how to set it.

COMMON SUPPORT ISSUES

The most common issues with Analyst that the System Operators reports to PDS
Support:

1) If a System Operators cannot log into Campaign Analyst, it is most

often due to another oracle client being installed on the Workstation,
either prior to the install of Campaign Director, or an SMS push on a
corporate LAN that includes an oracle client. This will often be seen as
SQL Errors when trying to start up Analyst. Often the only way to fix
this is to uninstall Oracle and perhaps Campaign Director and the Mid
Tier components completely from the workstation and then reinstalling
2) Data missing from the database. The System Operators will run
reports and find that there is no data for a particular date or part of a
day. If this occurs, it needs to be worked by PDS Support (and you will
learn what to do later in the course). This is a less common now then
prior to Service Pack 4 for 12.0, but still occasionally occurs.
3) Reports run slow. This is common if multiple System Operators are
running multiple large reports simultaneously. There is nothing that
can be done to alleviate this, when there is a huge amount of data
being sorted through for creating a huge report, it will just take time.

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Section 2: Standard Character Based reports

Chapter 8 of the PDS User’s guide Volume 2 has instructions about baseline character
based reports: Agent History, Job History, List Distribution, Calling List, and System
reports.

Exercise 8_2
Character based standard reports

• Open System Telnet from Editor, Monitor or Analyst. Log in as “system” and
choose the “Reports” option from the Supervisor Main Menu. This will open the
Reports menu

Agent History Reports

• Choose Agent history reports. Referring to chapter 8 for assistance with any
fields you may have questions about, run an Outbound agent history report on
your job that was run in the last chapter.
• Enter the Sort Field of “agent”
• Enter your Job Name
• Leave the next 6 fields blank
• For report description, enter core8_2<your initials>.
• You have to choose a Totaling Strategy (0 1 2 3 4 5). The user’s guide
discusses it. For this report, it does not matter.

NOTE: If you make a typo on any lines, use Ctrl-e to clear the line.

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The report will run in the background when you enter “y” to “Are above entries correct?“
and your telnet session will bring you back to the Agent History Reports menu.

• Choose the option to View or print reports. Here you will see the list of current
reports on the PDS system

In this example, there are three Agent history reports, the top one I entered a
description of core8_2ms, the next two I left that field blank. Number 4 is a
PCAnalysis extract (which is the next section) and the last two are standard call
selection reports (the same that you can see from Editor after you run a record
selection). The key commands for this screen are as follows:
F1 Abort Report
F2 Print Report
F3 Display/Cancel printing
F4 View report

Note that printing this report will send the report to the Printer that is configured on the
PDS HP Cpu, NOT the printer that is configured on your workstation.

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• Use F4 and enter your report number to view it.

In the above example, from this screen, you can see that the same job name was run
on three separate days, each one is associated with a different job number.
The agent FARHAD was logged into the job core6_1ms on 7/26, that job number was
115.
The next column shows agent marc2 logged in on 7/24 on job number 102.
The last column shows agent marc in the same jobname on 7/31 with job number 122.

• Job numbers will be important later as they are a way for PDS Support to
associate an event with a particular job.

You can see from the bottom line on the screen what line you are on (top line on your
screen) in the report, how many total lines there are in the report, and what
percentage through the file you are looking at.

Look through a few pages of your file.

To move through this file (and most screens in the System Telnet screens)
Ctrl+n Next page
Ctrl+p previous page
Ctrl+g Move to
Ctrl+x cancel (or back to the previous screen)

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Use ctrl+g to move quickly ahead to a particular line in the file, this is useful especially in
some very long reports.

Much of the information here is the same as you would find in an Analyst report. The
User’s Guide has descriptions of all fields.
o Note that the data for the CUI reports does not come out of the Oracle database,
and is often calculated very differently. This is mainly due to the CUI reports
including Non-Productive time in the reports, which are not calculated in the
same time descriptions in the GUI (Analyst) reports.
o When using an API agent connection solution there can be time when
agents log into the system and join a job but are not set as available. This
will be calculated at idle time in CUI but not in GUI.
o Also, there is an option for agents to go on breaks in API and PDS Agent,
during this time the agent shows on the job but not available. Again, this
is shown in CUI as idle time, but not as idle time in the GUI.
• The general suggestion is that if a System Operator is going to use reporting
from the PDS system, they choose one or the other type of reporting, and not
compare the data between the two.
o PDS Support should respond to any reports of discrepancies between
Analyst and CUI reports with this type response and set the expectation
that the reports cannot be expected to match.

Job History Reports

Running and viewing Job history reports is very similar to the Agent history report. Both
of these types of reports are not typically used by PDS Support, but it is important to
get a basic introduction to them, as well as a general feel for how to run and view
reports on the PDS System though the CUI.
Try running one and see if you can generate a report about your job.

List Distribution
These reports are also not typically used by PDS Support, as the information can be
gathered in other ways (which you will see later). These types of reports are not
typically used by System Operators either, but often it would benefit them to use them
when setting up jobs.
Read about List distribution in the user’s guide for more information. It is helpful to have
some background on this type of report as it may be useful to suggest some System
Operators use them in various situations. Refer System Operators to the manual
should the need arise for using these type of reports.

Calling list reports

Choose this menu option to see all the types of reports. These are more typically used
by the System Operator, and to a lesser degree by PDS Support. The descriptions for
these reports are in the User’s Guide. As discussed briefly in chapter 3, the “Days on
PDS” and “Reject” reports can be generated automatically when a list is downloaded,
so they would not have to be run again manually, they can just be viewed first thing
when the System Operator goes to check the calling list and start their jobs.

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Exercise 8_3 “Rawfile and calling list dump”

There may be a “Rawfile or calling list dump” option on the system (some do not have
this). This allows the System Operator to look at the raw file from the host or the
actual calling list on the PDS System after it has been formatted by the PDS.

Raw file and calling list dump

From the calling list reports menu, choose “Rawfile or calling list dump”
It will ask which type of dump to run:
Select (A)SCII, (E)BCDIC or (F)DICT dump or (Q)uit (A,E,F or Q):

Raw files come in ASCII or EBCDIC formats from the host, and the System Operators
will need this information if they are going to look at the raw file.
The FDICT option displays the calling list in the PDS format, with the fields separated
out. Here you will look at both.
o Select A for Ascii dump,

The System Operator will also need to know the raw file name and path.
Typically the files are named rcvfile*.raw, the * being the list number. So, the file from
the host for list20 would be rcvfile20.raw.
Once that file has been processed by the PDS, it will be backed up as rcvfile20.raw.old.
So, depending whether the System Operator is looking for a file that is already
processed or one that they are preparing to process, they would put the correct file
name.
Note that the rcvfile* naming convention is only a suggested file name, it can be
something else (and you will learn where to look for that later).
o At “Enter raw file name (use full path name) or (Q)uit:“ Copy and paste
the full path - /opt/avaya/pds/xfer/public/public/rcvfile20.raw.old

Again, the directory path above is a typical one, though it could be something else. And
in this case, we are looking at a raw file that has already been processed into a calling
list.

The System Operators will also need to know the length of each record in the raw file (if
they do not, they can put a high number and try to determine what it is when looking at
the data).
o At “Enter record length or (Q)uit:“ enter 160, which is the length of data
from the host for this particular raw file

Now you can specify which record to start with and how many to put in the report.
o Enter 1 for the starting record number and 5 for the number of records to
display, then run the report.

This takes you back to the menu, choose to view it and open the report you just created:

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What I have highlighted above is the actual data in the raw file. The numbers in the two
rows above this is the position of each byte for that record. Starting at the left is
position 0 to 9, then 10 is designated by a vertical 10, and through 49 on the top line.
The whole record is shown on this screen up to 159 on the fourth line.
This is exactly as a PDS Support person will look at the raw file if there is suspicion that
there is something wrong with the raw file from the host. Later in the course you will
see how this information relates to troubleshooting.

o Now, run another “Rawfile or calling list dump” report, this time choosing
(F)DICT.
o Enter list20, start at record 1 and display 5 records.
o View that report

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Here you can see how that raw data has been split and placed into fields and labeled in
the calling list. Each line represents one field on the list, this display shows the length
of the field, what type of data it is, the starting position (in the file dictionary, not
necessarily the raw file) and the data populating the field. This is the data that the
Record Selection is using to determine which records to select and which not to.
This “fdictdump” is an invaluable tool for PDS Support and you will see much more
about this later.

System Reports (see page 135 of the User’s guide)

These are more reports for the System Operators.
Agent Login Report shows all valid users for the system in the groups system, agents,
and pcanal (you will see these more in the next chapter where you can add and delete
users).
The Multiple Call report allows the System Operators to search for all call attempts to
a particular phone number. This pulls data out of the *tran.stat files (which you will
learn much more about in the PC Analysis section)

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The Program Information File report shows data such as the call selections that were
run, the Time Zoning done on a list when it is downloaded, any List Distribution
reports that were run.

The Hourly Inbound Activity report shows exactly what it says.

Compliance reporting
This is reporting for Compliance Monitor, typically System Operators use the Graphical
based interface for this type of reporting, but it is available in this CUI menu as well.
Information about Compliance reports is available in the User’s Guide.

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Exercise 8_4: PC Analysis

This is most commonly referred to as “Pcanal” by PDS Support staff and most System
Operators.
Chapter 9 of the PDS User’s guide Volume 2 has a lot of detailed information about
using these reports. Please read this chapter for information about what these reports
can do before proceeding onto the exercise below.

There are two parts of an extract, the Extract File (the configuration of the report) and
the Extract report (<filename>.prn).

You can either run PC Analysis extracts through the Reports menu that all the other CUI
reports are available from, or by entering “analysis” as the username when logging
into “System Telnet” (no password needed with that username) or “PC Analysis
Telnet” from Analyst.
They are slightly different menus depending which you log into. The examples and
screenshots below were made using the “analysis” user rather than use the standard
“system” user.

When you log in as “analysis”, there are two options, PC Analysis Extracts or PC
Analysis Tools.

Pcanal extracts are where the reports are actually created, edited, and run.

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In this menu you see the commands on the left side. On the right are the extract file
names that are already available to be run (if there are more than can be displayed on
one page, use ctrl+n to go to the next page of items).
o First you will create an extract file, option 2.
It will ask for an Additional entry, this is the title of your extract file (like alljob or allop
above).
o Enter core8_4<your initials>.
o Next you enter what type of extract you are creating. The User’s Guide includes
information about what each includes.

Calling List extract

For this part of the exercise, choose a Calling List extract. It will then display that the
Input File Definition is “Calling List” and will ask for an Input File Name. For a Calling
list Extract, this is the name of the list. The name has to be exact. This is on the
HPUX CPU, so “List20” is different than “list20” and the System Operators needs to
know which list to run the Extract on.
• Enter “list20” and enter.
Now it asks for the Output File name. Most often for simplicity, the System Operators
(or PDS Support engineer if you are doing running extracts for troubleshooting) will
name the output the same as the extract file.
• Enter core8_4<your initials> (ctrl+e will clear the fields in case of typos).

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Here is the first screen of the configuration. On the example above, you can see that
the configuration shows the Input file as list20, it is defined as a calling list (so you can
recognize that this is a calling list extract), and the output file is core8_4ms.prn (the
output file name, not the name of the configuration of this extract, note that there is
nowhere to see that information on this screen).
There are three main columns here, one for the Fields, one for Select and one for
Criteria. The Select column will determine what you want to see in the output file and
the Criteria column will contain the criteria for what is being reported on. Think of the
Criteria field as similar to the Record Selection criteria field, you determine which
records to select (show) based on what you put here.

PCAnal Keys
Some of the same key commands you have seen before in the CUI menus are used
here. Ctrl+n and +p are to move forward and back a page, ctrl+x will cancel the
extract (bring you back to the menu). The up and down arrows should move you to
the next line and previous line (<enter> will also bring the cursor to the next line).

• Page 153 of the User’s Guide Vol2 has a chart with the special keys for PC
Analysis.

Toggling help on this extract will show the Description of each field in the calling list.

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Toggling quoting on or off, as it is stated on page 154, will change the look of the output
file. With quoting on, extract output will look like
“JOHN DOE”,”WA”,”54.34”
“JANE DOE”,”CA”,”82.43”
With quoting off, the same extract output will look like
JOHN DOE,WA,54.34
JANE DOE, CA,82.43

You can change the input and output file names as well from this screen. So, if you
wanted to run the extract on list1 instead, or change the output file so you don’t
overwrite the last one you made, you can change those here.

For this exercise we want to create a simple extract that displays the ACCTNUM,
STATE and TOTALDUE of all accounts that have a TOTALDUE over 50.
To do this, you will populate the Select fields of ACCTNUM, STATE and TOTALDUE
with numbers correlating to which position in the output field that field should go in.
Since we want the output to have them in the listed order, ACCTNUM will be 1,
STATE will be 2, and TOTALDUE will be 3.
The Criteria column for TOTALDUE should be populated with >50.

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• Run the extract with ctrl+g.

You will be back at the Extracts Menu.

• From here you cannot view the report you just generated, use ctrl+x to go back to
the last page and from there choose Analysis tools.
• Then choose the option to View or print an extract file. It will ask for an Item
Number. You should see two items for your extract with the last characters
truncated, the first in the list is the configuration file (.cfg), the next is the output
file (.prn) since they are displayed alphabetically. Choose the second, it will bring
you to a page with Report Files status (just like the CUI reports viewer). You will
see two choices, the .prn and the .cfg.
• View (with F4) the .prn file. It will display the report now, viewing it works
similarly as any other CUI report, with the same key commands to move around
in it.
You can view the .cfg file as well, which will show you the actual .cfg file contents.
There is no way to modify this file from here, but you can see what the text of the
configuration file for the extract contains (which you will look at later in this course).

Note: The input field will take “list20.old” to look at data from the prior days list, but be
aware that the next time you edit the extract, it will default to “list20” and you will have
to manually enter list20.old again. If you instead just run (Execute) the extract again
without editing it, it will use list20.old that was configured as the input file the last time
the extract config was edited.

Calling Transaction Statistics Extract (commonly referred to as a transtat extract)

The tran.stat files contain a line for each outbound or inbound call on a job. There is
quite a bit of information about each call and this is valuable for both System
Operators and PDS Support Engineers.
• Create another extract file. Name this core8_5<your initials> and this time select
a Calling Trans Statistics extract.
• Use the input file name of your job number followed by “tran” and output file
name same as the name of the extract file.

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Above I have used Esc, H to display the help so that it displays what each field is.
The User’s guide describes the fields in detail, but I will provide additional information
about one of the fields.
The TRN_USERFIELD (user defined field) is set in each job configuration as the
“Identification Field” and should be configured as the Uniq ID in the calling list.
In your job, you had set it to ACCTNUM. This is an important setting because having
the job populate this field is the best way for the System Operators to determine which
account on the calling list was called from the stats files.

• For the extract you want to run a report of all calls in this job. Display the
ACCTNUM, the Time the call completed, the agent name, and the call
completion code (in that order). Run the report and then take a look at the
output,

Those are the two most common extracts that System Operators and PDS Support
Engineers use. You will learn some advanced uses from a Support perspective later
in the course.

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