The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Special Report Columns

Special Report columns only apply to the Columns view on the Case Listing and Frequency reports (although they appear while browsing other Category columns). These Special Report columns define how the value that displays in that column on the report is computed. Adding a row in the Columns view totally changes how the report is processed, as most of the Options view fields from Column Category through Value are ignored, since the Columns view defines the contents of the report in place of those options, allowing mixed data in a single report beyond standard time periods.

Only one per Column group (all "Columns" rows with the same Column number) is allowed. If a Special Report category is chosen, the Operator, Time Frame, Value, From, and To fields are all ignored on that line.

All other rows of that column group are filters, which influences the calculation of the value in that column.

Column	Description
Action Age in Days	Displays the number of days ago the action was posted. This is the difference between the current date and the date the action was posted, expressed in days.
Case Age in Days	Displays the number of days ago the case was opened. This is the difference between the current date and the date opened, expressed in days.
Case Days to Close	Displays the amount of days the case was opened. This is the difference between the close date and the date opened, expressed in days.
Issue Age in Days	Displays the number of days ago the issue was opened. This is the difference between the current date and the date opened, expressed in days.
Issue Days to Close	Displays the amount of days the issue was opened. This is the difference between the close date and the date opened, expressed in days.
Percent Change	Computes the percent change of the prior two columns on the report (even if they are Subtotal columns). If the prior two columns are the same, 0.0% is displayed. If the value two columns back is 0, then "--" is displayed. Otherwise the value displayed is: 100% * (( [PriorColumn] - [2 Cols Back]) / [2 Cols Back]).
Real Dialog Usage	Displays whether Emplifi Knowledge Agent Assist was used on the case. The letter 'Y' means yes and the letter 'N' means no.
RealDialog Usage Update	Displays whether Emplifi Knowledge Agent Assist was used to update values on the case. The letter 'Y' means yes and the letter 'N' means no.
RealDialog Usage User	Displays the code value of the agent who queried Emplifi Knowledge Agent Assist.
Report Case Enclosure Amount	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For more information, refer to Report Values.
Report Case Enclosure Currency Amount	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For more information, refer to Report Values.
Report Case Enclosure Quantity	Displays the total number of enclosures on the report. Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For more information, refer to Report Values.
Report Case Multiplier	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values.
Report Days To Close	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values .
Report Distinct Callers	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values.
Report Distinct Cases	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values.
Report Distinct Issues	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values.
Report Issue Multiplier	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values .
Report Split Amount	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values.
Report Total Work Time	Computed in the same manner as described in the Value field of the Options view, except both the Filters view filters and the filter rows for the same Column group apply to the calculation. For information, refer to Report Values.
Subtotal	A cross-tab subtotal column. It sums the value of all columns that appear in the report before this column, but ignores Percent Change columns and stops before any previous Subtotal columns.