Lucent Technologies CentreVu Custom Reports User manual

585-215-822
Comcode 108501867
Issue 2
December 1996
CentreVu ® Call Management System
Custom Reports

Copyright 1996, 1999 Lucent Technologies
All Rights Reserved
Printed in U.S.A.
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Table of Contents
CentreVu®
Call Management System
Custom Reports
CentreVu CMS Custom Reports
iii
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . P-1
General Information . . . . . . . . . . . . . . . . . P-1
Audience . . . . . . . . . . . . . . . . . . . P-1
Introduction . . . . . . . . . . . . . . . . . . P-1
Organization and Use of This Document . . . . . . . . . . P-2
Organization of Document. . . . . . . . . . . . . . P-2
Use of Document . . . . . . . . . . . . . . . . . P-4
Conventions Used in This Document . . . . . . . . . . . P-5
Terminology . . . . . . . . . . . . . . . . . . . . P-6
Related Documents . . . . . . . . . . . . . . . . . P-8
CentreVu CMS Publications . . . . . . . . . . . . . P-8
Other Useful Publications . . . . . . . . . . . . . . P-9
Introduction to CentreVu CMS Custom Reports . . . . . . . . . . . . . 1-1
General Information . . . . . . . . . . . . . . . . . 1-1
Custom Reports and the Screen Painter . . . . . . . . . . 1-2
What Is a Custom Report?. . . . . . . . . . . . . . 1-2
The Screen Painter . . . . . . . . . . . . . . . . 1-2
Tasks to Create a Custom Report . . . . . . . . . . . . . 1-4
Reports That Cannot Be Customized . . . . . . . . . . . 1-6
Database Items Not in Standard Reports . . . . . . . . . . 1-7
How CentreVu CMS Stores and Retrieves Data . . . . . . . . 1-7
How CentreVu CMS Stores Data . . . . . . . . . . . . 1-7
How CentreVu CMS Retrieves Data . . . . . . . . . . . 1-11
Getting Started . . . . . . . . . . . . . . . . . . . . . . . 2-1
General Information . . . . . . . . . . . . . . . . . 2-1
Defining a Report’s Name, Access, and Type . . . . . . . . . 2-2
Step 1: Access the Report Select Window . . . . . . . . 2-2
Step 2: Assign a Name to the Report . . . . . . . . . . 2-3
Step 3: Enter a Report Description . . . . . . . . . . . 2-4
Step 4: Define the User ID . . . . . . . . . . . . . . 2-5
Step 5: Define Access to the Report . . . . . . . . . . 2-5

CentreVu CMS Custom Reports
iv
Step 6: Define the Report as
Real-Time or Historical . . . . . . . . . . . . . . . 2-6
Step 7: Save the Report Name . . . . . . . . . . . . 2-7
Changing a Report’s Access or Description . . . . . . . . . 2-8
Deleting a Custom Report . . . . . . . . . . . . . . . 2-9
Using Screen Painter Editing Tools . . . . . . . . . . . . . . . . . 3-1
Accessing the Screen Painter . . . . . . . . . . . . . . 3-1
Special Properties of the Screen Painter . . . . . . . . . 3-2
Moving the Cursor on the Screen Painter . . . . . . . 3-2
The Screen Painter Size . . . . . . . . . . . . . 3-3
Scrolling the Screen Painter. . . . . . . . . . . . 3-4
Properties of Secondary Windows. . . . . . . . . . 3-4
Copying an Existing Report Design . . . . . . . . . . . . 3-4
Step 1: Access the Get Copy Window . . . . . . . . . . 3-6
Step 2: Enter a Report Name . . . . . . . . . . . . . 3-6
Step 3: Enter a User ID . . . . . . . . . . . . . . . 3-7
Step 4: Select a Report Type . . . . . . . . . . . . . 3-7
Step 5: Verify the Report . . . . . . . . . . . . . . 3-7
Step 6: Copy the Report . . . . . . . . . . . . . . 3-7
Editing a Report with Blocks . . . . . . . . . . . . . . 3-8
Erasing a Block . . . . . . . . . . . . . . . . . 3-9
Moving a Block . . . . . . . . . . . . . . . . . 3-10
Copying a Block . . . . . . . . . . . . . . . . . 3-13
Entering Report Text . . . . . . . . . . . . . . . . . 3-13
Saving Your Work . . . . . . . . . . . . . . . . . . 3-14
Defining the Data for a Custom Report. . . . . . . . . . . . . . . . 4-1
Defining Fields for the Report Input Window . . . . . . . . . 4-1
Step 1: Access the Define Input Window . . . . . . . . . 4-2
Step 2: Define the Variable Name . . . . . . . . . . . 4-2
Step 3: Enter a Field Prompt . . . . . . . . . . . . . 4-4
Step 4: Define the Number of Field Columns and Rows . . . . 4-4
Step 5: Define the Field as Single Value or Range/List . . . . 4-4
Step 6: Provide a Default Value for the Field . . . . . . . . 4-5
Step 7: Select a Field Type. . . . . . . . . . . . . . 4-5
Input Fields That Allow Pattern Matching . . . . . . . 4-7
Step 8: Associate an ACD with the Variable Field . . . . . . 4-8
Step 9: Save a Variable Input Field . . . . . . . . . . . 4-9
Defining the Order in Which Input Fields Appear . . . . . . 4-10
Changing Report Input Fields. . . . . . . . . . . . . 4-11
Defining Report Fields . . . . . . . . . . . . . . . . 4-11
What the x’s, v’s, and h’s Mean in a Field . . . . . . . . . 4-12
Step 1: Define the Position and Length of a Field . . . . . . 4-13
Step 2: Define the Field’s Data Expression . . . . . . . . 4-14
Database Items . . . . . . . . . . . . . . . . 4-14

CentreVu CMS Custom Reports
v
Constants . . . . . . . . . . . . . . . . . . 4-15
Calculations . . . . . . . . . . . . . . . . . 4-16
Calculation names . . . . . . . . . . . . . . . 4-16
Aggregate Functions . . . . . . . . . . . . . . 4-18
count(*) . . . . . . . . . . . . . . . . . . 4-20
Data from More Than One Table . . . . . . . . . . 4-20
Step 3: Define the Table(s) for Calculation Names . . . . . . 4-21
Step 4: Justify Data in the Field . . . . . . . . . . . . 4-21
Step 5: Define the Field Format . . . . . . . . . . . . 4-22
Step 6: Save the Field Definition. . . . . . . . . . . . 4-27
Changing a Field Definition . . . . . . . . . . . . . 4-27
Defining Bars in a Report . . . . . . . . . . . . . . . 4-27
What the X’s, V’s, and H’s Mean in a Bar . . . . . . . . . 4-28
Step 1: Define the Position and Length of a Bar. . . . . . . 4-28
Step 2: Define the Bar’s Data Expression . . . . . . . . . 4-30
Step 3: Define the Table(s) for Calculation Names . . . . . . 4-30
Step 4: Define the Bar Direction . . . . . . . . . . . . 4-30
Step 5: Define the Bar Scale . . . . . . . . . . . . . 4-31
Step 6: Define the Maximum Graph Value. . . . . . . . . 4-33
Step 7: Define the First Threshold . . . . . . . . . . . 4-34
Step 8: Define the Second Threshold . . . . . . . . . . 4-34
Step 9: Select Normal or Reversed Thresholds . . . . . . . 4-35
Step 10: Save the Bar Definition . . . . . . . . . . . . 4-36
Changing a Bar Definition . . . . . . . . . . . . . . 4-36
Defining the Rows of Data for a Report . . . . . . . . . . . 4-37
Step 1: Access the Row Search Window . . . . . . . . . 4-37
Step 2: List the Report Input Variables. . . . . . . . . . 4-38
Step 3: Select a Row Search ID . . . . . . . . . . . . 4-39
Step 4: Select Tables . . . . . . . . . . . . . . . 4-39
Step 5: Select Rows in the Table(s) . . . . . . . . . . . 4-42
Basic “Where” Clause. . . . . . . . . . . . . . 4-42
“Where” Clause with Variable . . . . . . . . . . . 4-44
Multiple “Where” Clauses . . . . . . . . . . . . 4-44
“Where” Clause with a Range/List Variable. . . . . . . 4-45
“Where” Clause for Selecting Rows from an ACD . . . . 4-45
“Where” Clause for Excluding Rows of Data . . . . . . 4-45
Step 6: Select a Field/Bar Type . . . . . . . . . . . . 4-46
Step 7: Select a Sort Type . . . . . . . . . . . . . . 4-48
Step 8: Select a Sort Order for Data. . . . . . . . . . . 4-49
Step 9: Save Your Row Search Conditions . . . . . . . . 4-51
Assign a Row Search ID to Report Field(s) and Bar(s) . . . . 4-51
Changing Row Search Conditions . . . . . . . . . . . 4-55
Changing the Row Search-Field Assignment(s). . . . . . . 4-56
Defining Fields to Show Run Time/Date and User Inputs . . . . . 4-56
Step 1: Access the Variable/ Time/Date Window . . . . . . 4-57
Step 2: Define the Display Type and Format . . . . . . . . 4-57
Step 3: Save the Var/Date/Time Field . . . . . . . . . . 4-60
Saving Your Work . . . . . . . . . . . . . . . . . . 4-60
Completing Your Custom Report. . . . . . . . . . . . . . . . . . 5-1

CentreVu CMS Custom Reports
vi
Highlighting Fields. . . . . . . . . . . . . . . . . . 5-1
Defining Stationary (No-Scroll) Areas . . . . . . . . . . . 5-4
Changing a
No-Scroll Area. . . . . . . . . . . . . . . . . . 5-6
Saving the Report Design . . . . . . . . . . . . . . . 5-7
Testing the Report Design . . . . . . . . . . . . . . . 5-8
Test Design Error Messages . . . . . . . . . . . . . . 5-10
Phase 1 Error Messages . . . . . . . . . . . . . . 5-10
Phase 2 Historical Error Codes . . . . . . . . . . . . 5-14
Phase 2 Real-Time Error Codes . . . . . . . . . . . . 5-19
Running Custom Reports . . . . . . . . . . . . . . . 5-20
Advanced Report Design . . . . . . . . . . . . . . . . . . . . 6-1
Creating a Custom Data Table . . . . . . . . . . . . . . 6-1
Step 1: Access the CentreVu CMS Database in INFORMIX . . . 6-3
Step 2: Build the Table . . . . . . . . . . . . . . . 6-4
Step 3: Add Data to the Table . . . . . . . . . . . . . 6-11
Modifying a Table. . . . . . . . . . . . . . . . . 6-14
Adding a Column . . . . . . . . . . . . . . . 6-14
Changing a Column . . . . . . . . . . . . . . 6-14
Deleting a Column . . . . . . . . . . . . . . . 6-14
Changing Data in a Table . . . . . . . . . . . . . . 6-16
Adding Rows of Data to a Table . . . . . . . . . . 6-16
Changing Rows of Data in a Table . . . . . . . . . . 6-17
Deleting Rows of Data From a Table . . . . . . . . . 6-17
Including Forecast Data in a Custom Report . . . . . . . . . 6-18
Including Exceptions Data in a Custom Report . . . . . . . . 6-21
Selecting Rows from More Than One Table . . . . . . . . . 6-25
Alternative Row Search Conditions . . . . . . . . . . . . 6-29
Selecting Rows Based on a Range of Values . . . . . . . 6-29
Using Apostrophes for Some Database Item Values . . . . . 6-30
Using
String-Value Database Items . . . . . . . . . . . . . 6-31
Other Available Formats for “Where” Clauses . . . . . . . 6-32
Repeating Aggregate Function Values . . . . . . . . . . . 6-33
Database Items and Calculations . . . . . . . . . . . . . . . . . A-1
General Information . . . . . . . . . . . . . . . . . A-1
Reference . . . . . . . . . . . . . . . . . . . A-1
Glossary . . . . . . . . . . . . . . . . . . . . . . . . GL-1
Index . . . . . . . . . . . . . . . . . . . . . . . . IN-1

Preface CentreVu CMS R3V5 Custom Reports
General Information P-1
Preface
General Information 0
Audience 0This book is written for all
CentreVu  Call Management System ( CentreVu
CMS) Release 3 Version 5 (R3V5) administrators and split/skill supervisors
who are interested in creating custom reports.
Introduction 0The
CentreVu  CMS R3V5 Custom Reports (585-215-822) document was
written primarily for the
CentreVu CMS administrator who has access to all
parts of the
CentreVu CMS, and secondarily for administrators (such as
split/skill supervisors) who have limited access to the
CentreVu CMS.

Preface CentreVu CMS R3V5 Custom Reports
Organization and Use of This Document P-2
Organization and Use of This Document 0
This document takes you through creating a custom report from beginning to
end, starting with Chapter 2, "Getting Started" and ending with Chapter 6,
"Advanced Report Design".
For a first-time user of theCustom Reports subsystem, start at thebeginning of
the document and read the Preface and Chapter 1, "Introduction to CentreVu
CMS Custom Reports", to become familiar with the content and structure of the
book.
Organization
of Document 0
The following list describes the contents of each chapter and appendix in this
document.
Chapter 1 Introduction to CentreVu CMS Custom Reports
Chapter 1 gives the following information:
●Defines a custom report, the Screen Painter, and
how
CentreVu CMS stores and retrieves data
●Gives the tasks for creating a custom report
●Lists the standard
CentreVu CMS reports that
cannot be customized
●Lists the
CentreVu CMS database items that are
not in any standard reports but can be used in
custom reports.
Chapter 2 Getting Started
Chapter 2 shows you how to:
●Define a custom report’s name, access, and type
●Change a custom report’s access or description
●Delete a custom report.

Preface CentreVu CMS R3V5 Custom Reports
Organization and Use of This Document P-3
Chapter 3 Using Screen Painter Editing Tools
Chapter 3 shows you how to:
●Access the Screen Painter
●Copy an existing report
●Edit a report with blocks
●Enter report text
●Save your work.
Chapter 4 Defining the Data for a Custom Report
Chapter 4 shows you how to:
●Define fields for the report input window
●Define report fields
●Define bars in a report
●Define the rows of data for a report
●Define fields on the report to show when the
report was run and what items the report covers.
Chapter 5 Completing Your Custom Report
Chapter 5 shows you how to:
●Highlight fields
●Define no-scroll areas
●Save and test a report design
●Understand test design error messages
●Run a custom report.
Chapter 6 Advanced Report Design
Chapter 6 shows you how to:
●Create a custom data table
●Include forecast data in a custom report
●Select rows from more than one table
●Do other alternative row search conditions
●Repeat aggregate function values in historical
reports.
Glossary Defines Custom Reports terms and some
CentreVu CMS terms.

Preface CentreVu CMS R3V5 Custom Reports
Organization and Use of This Document P-4
Use of
Document 0
Use this document to step you through the process of creating CMS custom
reports. It includes all of the information needed to learn how to create the
reports.
Note For a description of the
CentreVu CMS system, see the
CentreVu  CMS R3V5 Administration (585-215-820 ) document.
For examples and explanations of standard reports, see the
CentreVu  CMS R3V5 Reports (585-215-821) document.
If you have the Forecast feature of CentreVu CMS, refer to the
CentreVu  CMS R3V5 Forecast (585-215-825) document to
learn how to use the Forecast subsystem and read the reports.
For a description of the CentreVu CMS database items, see the
CentreVu CMS R3V8 Database Items and Calculations (585-210-
939) document.

Preface CentreVu CMS R3V5 Custom Reports
Conventions Used in This Document P-5
Conventions Used in This Document 0
The following conventions are used consistently throughout this
document:
____________________________________
* INFORMIX is a registered trademark of Informix Software, Inc.
Related document
callouts
Includes the document number (if a publication)
and the book title, in italic. For example, ... See
the
CentreVu ™ CMS R3V5 Custom Reports
(585-215-822) document for more information.
Courier font Designates a word or phrase quoted directly
from the
CentreVu CMS system. For example,
the Report destination: field.
Also designates an
INFORMIX
*table name. For
example, the csplit table.
Courier bold font Designates something you type into the system.
For example, type an x next to Printer,
Terminal, or File.
“Chapter Names” Are always in quotes.
italic Highlights references to file names and
directories. For example,
/cms .
Subsystem References Are always initial capitalized. For example,
... set access permissions for
CentreVu CMS
users from the User Permissions subsystem.
Window Titles Are always initial capitalized.

Preface CentreVu CMS R3V5 Custom Reports
Terminology P-6
Terminology 0
The following terms are used throughout this book. For additional CMS
definitions, please refer to the Glossary.
Current Interval Represents the current intrahour interval which
can be 15, 30, or 60 minutes. The current interval
is part of the real-time database.
Daily Data Interval data that has been converted to a 1-day
summary.
Exception Reports Display occurrences of unusual call-handling
events.
Historical Database Contains intrahour records for up to 62 days in the
past, daily records for up to 5 years in the past,
and weekly/monthly records for up to 10 years for
each CMS-measured agent, split/skill, trunk, trunk
group, vector, and VDN. Exceptions, call records,
agent trace, agent login/logout, and forecast
records are stored by the number of records (as
defined in Data Storage Allocation).
Historical Reports Display past ACD data for various agent, split/skill,
trunk, trunk group, vector, or VDN activities.
Monthly Data Daily data that has been converted to a monthly
summary.
Multiuser Mode Any administered CMS user can log into CMS.
Data continues to be collected if data collection is
“on.”
Previous Interval One intrahour interval. At the end of each intrahour
interval, the contents of the current intrahour
interval are copied to the previous intrahour
interval portion of the real-time database.
Real-Time Database Current and previous intrahour data on each CMS-
measured agent, split/skill, trunk, trunk group,
vector, and Vector Directory Number (VDN).
Real-Time Reports Display current Automatic Call Distribution (ACD)
activity on agents, splits/skills, trunks, trunk
groups, vectors, and VDNs.

Preface CentreVu CMS R3V5 Custom Reports
Terminology P-7
Single-User Mode Only one person can log into CMS. Data continues
to be collected if data collection is “on.” This mode
is required to change some CMS administration.
Subsystem Each CMS Main Menu selection (for example,
Reports, Dictionary, System Setup, Exceptions,
along with Timetable and Shortcut, are referred to
as subsystems.)
Weekly Data Daily data that has been converted to a weekly
summary.

Preface CentreVu CMS R3V5 Custom Reports
Related Documents P-8
Related Documents 0
There are many documents that can help you use the CentreVu CMS software
to its maximum capability. The most important ones are listed below.
CentreVu CMS
Publications 0
The following documents, relevant to CentreVu CMS, have also been
published.
●
CentreVu  Call Management System Release 3 Version 5
Administration (
585-215-820)
●
CentreVu  Call Management System Release 3 Version 5 Real-Time
and Historical Reports (
585-215-821)
●
CentreVu  Call Management System Release 3 Version 5 Change
Description (
585-215-823)
●
CentreVu  Call Management System Release 3 Version 5 External Call
History Interface (
585-215-824)
●
CentreVu  Call Management System Release 3 Version 5 Forecast
(
585-215-825)
●
CentreVu  Call Management System Release 3 Version 5 Upgrades
and Migration (
585-215-826)
●
CentreVu  Call Management System Release 3 Version 5 Sun
*
SPARCserver
†
Computers Installation and Maintenance
(
585-215-827)
●
CentreVu  Call Management System Release 3 Version 5 Sun
SPARCserver Computers Connectivity Diagram
(
585-215-828)
●
CentreVu  Supervisor Version 5 User Guide ( 585-215-829)
●
CentreVu  Supervisor Version 5 Installation and Getting Started
(
585-215-830)
●
CentreVu  Supervisor Version 5 Report Designer ( 585-215-831)
●
CentreVu  Supervisor and Report Designer Version 5 Change
Description (
585-215-832)
●
CentreVu CMS R3V8 Database Items and Calculations (585-210-939).
*Sun is a registered trademark of Sun Microsystems, Inc.
†SPARCserver is a trademark of Sun Microsystems, Inc.

Preface CentreVu CMS R3V5 Custom Reports
Related Documents P-9
Other Useful
Publications 0
At times you may need to reference other documents. You need to know
where the documentation that was sent with the following is kept:
●Switch
●Terminals
●Printers
●
UNIX
*/Solaris†system.
*UNIX is a registered trademark of Novell, Inc.
†Solaris is a registered trademark of Sun Microsystems, Inc.

Preface CentreVu CMS R3V5 Custom Reports
Related Documents P-10

Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
General Information 1-1
1 Introduction to CentreVu CMS Custom
Reports
General Information 1
This chapter provides the following CentreVu  Call Management System
(
CentreVu CMS) information:
●Definition of a custom report
●Definition of the Screen Painter
●Tasks to create a custom report
●Standard
CentreVu CMS reports that cannot be customized
●
CentreVu CMS database items that are not in any standard reports, but
can be used in custom reports
●How
CentreVu CMS stores and retrieves data.

Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Custom Reports and the Screen Painter 1-2
Custom Reports and the Screen Painter 1
What Is a
Custom
Report? 1
A custom report is a report that you create and design using the Custom
Reports subsystem. Like standard
CentreVu CMS reports, a custom report
displays information about Automatic Call Distribution (ACD) activity in your
call center. For a custom report, you determine what specific ACD
information is displayed and how it is displayed.
Like standard reports, custom reports fall into two categories: real-time and
historical. A single custom report can contain either real-time data or
historical data, but not both.
Also, you run a custom report via the Custom Reports subsystem, not from
the Reports subsystem.
The Screen
Painter 1
You design custom reports with a tool called the Screen Painter.
When creating
historical and real-time custom reports , the Screen Painter
tool lets you:
●Copy existing report designs, including standard report designs
●Edit reports using block moves, copies, and deletions
●Define ACD data for report fields
●Define ACD data for bar graphs (if you have the
CentreVu CMS
Graphics feature)
●Arrange report fields and bars
●Enter text for field labels, column headers, row headers, or special
instructions
●Emphasize text and fields with highlighting options
●Define stationary (no-scroll) areas.

Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Custom Reports and the Screen Painter 1-3
For
historical custom reports only , the Screen Painter lets you:
●Merge data in a report field to include data from different ACD entities
(for example, defining a field that represents the percentage of calls an
agent answered compared to all calls handled by that agent’s split or
skill)
●Merge data in a report field to include data with different time frames (for
example, defining a field that represents the percentage of calls
answered in an intrahour interval compared to all calls answered in the
day)
●Include data from custom data tables that you create and populate
within the
CentreVu CMS database. If you want to create custom data
tables. See Chapter 6, "Advanced Report Design".
Caution
If you create custom data tables, then you need to make sure
there is enough disk space available to store the data.
CentreVu CMS does not automatically check the available
space. If you fill up your disk with custom data, then you will
lose or damage stored custom and ACD data.
See the
CentreVu  CMS R3V5 Administration (585-215-820)
document for more information about disk storage.
Warning Do not tamper with standard ACD data in the
CentreVu CMS
database. If you do, then you will lose stored data.
Note You cannot merge real-time data with historical data.

Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
Tasks to Create a Custom Report 1-4
Tasks to Create a Custom Report 1
There are 14 tasks you need to complete to create a custom report. If you
consistently do all of these tasks for each report you create, then your
reports will run properly and you will be able to create them efficiently. The 14
tasks are:
1. Defining a Report’s Name, Access, and Type (Chapter 2).
Define the
name that you use both to run the report and to access the
report design if you want to change the design. Define
access to
determine whether other users can run the report and copy the
report’s design to create their own custom reports. Define the
type as
either real-time or historical.
2. Accessing the Screen Painter (Chapter 3).
Access the Screen Painter so that you can design the report. You can
access the Screen Painter only after defining the report’s name,
access, and type.
3. Copying an Existing Report Design (Chapter 3).
(optional)
Copy an existing design so that you start with existing report
headings, data fields, bars, and other report features. While this is an
optional step, you normally save a lot of time and trouble by copying
and modifying an
existing report design. Both standard and custom
report designs can be copied.
4. Editing a Report with Blocks (Chapter 3).
Edit a report design using block moves, copies, and deletions. Editing
with blocks lets you rearrange and delete sections of a report design
quickly and easily. Block editing is particularly convenient when you
have just copied an existing report design.
5. Entering Report Text (Chapter 3).
Enter text to provide headings for the data fields in the report.
Entering report text should be one of the first things you do so that:
●The text provides a skeleton layout for positioning data fields.
●The text helps you remember what data is supposed to go in the
data fields.
If you copy a report design the text of that report is copied. Using the
Custom Reports subsystem, you can modify the text as required.