I added 'Redirect No Ans' column to historical 'Agent Group Summary Daily' Report. If an agent had abandoned calls captured, the agent names appeared twice in the report, 1st row no abandoned calls captured and 2nd row with abandoned calls captured. Also the # of ACD calls did not match the # of 'Redirect No Ans' calls on the 2nd row, the '% Agent Occupancy w/ ACW' & '% Agent Occupancy w/o ACW' showed up with enormous big numbers. Not sure if that was what it supposed to be showed up. If not, did I miss something when building the report.
