how do you change calculations for standard Agent report

[beckyanne]

We are trying to change the calculation for a standard Agent report(Agent Split/Skill Daily). The (Held Calls) field count is inflated when a automatic or manual transfer is implemented. We are trying to change the Held Calls field to subtract any held calls with a 00:00 time.
CMS v12

[mshete]

how do you change calculations for standard Agent report

Hi beckyanne

Would appreciate if you upload a .doc file and not a .docx file. Not everybody can access .docx files.

Thanks

[jrajpal]

We cannot make changes to the calculation of the Standard CMS reports.

If we need reports as per our need we need to build customize reports.
In case you would like Avaya to help with the creation of custom reports then Avaya Professional Services team can help you.