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How to use Report Designer to modify a report
First lets take a look to the distribution reports
This example will use the Distribution By Queue report
To begin, we will remove 2 fields from the report
The fields to remove will be SLA and Transferred
We will open then to SETUP - REPORT DESIGNER
We will search for keywords with DISTRIBUTION that belongs to that specific tab.
The COLUMN_DISTRIBUTION keywords are the fields to show on the distribution reports.
No matter which is the report or grouping field. We will get it there.
To modify the column list of an specific report you need to search for the DISTRIBUTION_DISPLAY_ROWS keyword
As we comment before, our example it is based on the Distribution By Queue report...
so in parameter field we should look for the 'queue' word as it is the grouping field
When editing it, we will see the columns names (taken from the COLUMN_DISTRIBUTION keywords parameter) separated by commas.
So, remove the SLA and Transferred fields from the list.
Now lets go back to the reports and see how it was at the beggining the Distribution By Queues report.
Now we should refresh the web page and the SLA and Transferred columns has been gone.
Lets try another thing... we are going to add a new calculated field
This field is going to be the SUM of Received and Answered fields and then divided by 2. Its name is going to be Division.
We will need to add a new keyword named COLUMN_DISTRIBUTION.
First take a look at another fields, they use Mysql functions to perform different calculations..
you can use them and take advantage of it.
When you add a keyword, note that while writing the keyword name you will see the valid keyword name suggestions.
In parameter field you should write the column name, in this case: Division
and in the value field, we should create the math calculation. Finally save the keyword.
Then you need to search for the DISTRIBUTION_DISPLAY_ROWS with the 'queue' parameter
and add the new field 'Division' between Answered and Unanswered, for example.
Save it an lets check the result
Now it is important for you to see that below the Report Designer configuration list you will find all keywords with their explanation.
And also, the available variable to use (in this example we used the RECEIVED and ANSWERED variables)