If the list of available report columns doesn't include the column you need for your report, you can create a new one using a combination of standard columns and math functions. These custom columns are called formulas. To create a new formula, click the *Add Formula* button in the bottom left corner of the *Add Report Column* window.

Click

*Add*to choose from a list of basic columns. After choosing one, you will be able to specify its filters as usual. When you're finished, select*OK*. The column will be listed in the*Report Fields*box, and a number in curly brackets {} will appear in the*Formula*box below. These numbers are variables that correspond to the positions of the columns in the*Report Fields*box, starting with 0; for example, {0} represents the first listed column, {1} represents the second listed column, and so on. When Chronicall processes this formula, it will replace the number and curly brackets with the value returned by the corresponding column.Next, you can add basic math functions (add, subtract, multiply, and divide) to manipulate these values. For example, entering {0}+{1} will add values {0} and {1} together. If you are using division in your formula, you can enable

*Divide by Zero Protection*to prevent the formula from becoming invalid whenever it attempts to divide by zero. The*Test Formula*button will check your formula for errors.Finally, you can choose a

*Formula Result Display*type. This tells Chronicall how to display the data returned by the formula. The display type options include duration, decimal, true/false, text, percent, and integer.Press

*OK*to add the formula to your report as a customized column. Your formula will appear in the list of available columns and can be edited or removed by selecting*Edit Formula*or*Remove Formula*.Deleting a formula from the list of available columns will not remove the formula from any reports that currently use it. Those reports will not be affected. Exporting a custom report that includes a formula will also export the formula, making it available to anyone who imports the report archive.

**Formula Examples**

Basic formulas can be created with math functions and inequalities. A Service Level formula can be created by dividing Answered Calls by Presented Calls, then using a Percent display type. This will display the percentage of calls that were answered.

To find out if an agent made more outbound calls than inbound calls, you can test if Outbound Call Count is greater than Inbound Call Count, then use the True/False display type. The column will display a check mark if the formula is true.