A-Train

I know this is a bit outside of the usual PBX discussion, but I thought I would see if anyone had any suggestions or ideas.

The company I work for has 2 contact centers at different locations. They each have their own Definity PBXs and CMS (version 9).

This morning one of the contact center supervisors contacted us (telephone support) and told us that she was having an issue with a report she runs. We tested this out, and got the same results she told us about. We also tried running the report in our other contact center's CMS and got the same result.

When we run a Historical Agent Group Summary Report we get a huge column in the middle of the report which has a big calculation shown in the column heading field. This starts with "AVG_AGENT_ACW_SUM" There is no output listed under the heading for this column. All other columns on the report look correct, with normal sized headings and output for each agent. This only happens in this specific report, and it happens for the Daily, Monthly and Weekly iterations of it. All other reports look fine.

Does anyone have any ideas, thoughts or suggestions as to why this might be happening? We do not believe that this has been happening before now, since we have actively been using the systems for years. It is very odd that it is happening on both CMS servers. We tried reloading the CentreVu client, which did not fix the issue. As far as we know all CentreVu users who have tried running this report are getting the same results. Any assistance would be greatly appreciated. Thanks!