Calculated fields
Calculated fields are created from measures. They use existing measures to calculate new measures.
| Display name | Type | Tags | Aggregator | Display format | Attributes | Formula text |
|---|---|---|---|---|---|---|
| After Call Work % - AGP | NUMBER | Sum | IF ([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime]) > 0 THEN ([agp_postcallprocessingtime] / ([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime])) * 100 ELSE 0 | |||
| After Call Work % - Skillset | NUMBER | Sum | IF ([skill_talktime] + [skill_postcallprocessingtime]) > 0 THEN ([skill_postcallprocessingtime] / ([skill_talktime] + [skill_postcallprocessingtime])) * 100 ELSE 0 | |||
| Answered or Abandoned | STRING | Latest | INSPECT [Final Disposition] CASE "AB" THEN "Abandoned" CASE "RL", "RH", "RC", "XF" THEN "Answered" ELSE "Other" | |||
| Avg Abandoned Delay - Application | NUMBER | Sum | IF [app_callsabandoned] > 0 THEN ([app_callsabandoneddelay] / [app_callsabandoned]) * 100 ELSE 0 | |||
| Avg ACW Time - Application | NUMBER | Sum | IF [app_callsanswered] > 0 THEN [app_postcallprocessingtime] / [app_callsanswered] ELSE 0 | |||
| Avg Answer Delay - Application | NUMBER | Sum | IF [app_callsanswered] > 0 THEN [app_callsanswereddelay] / [app_callsanswered] ELSE 0 | |||
| Avg Answer Delay - Skillset | NUMBER | Sum | IF [skill_callsanswered] > 0 THEN [skill_callsanswereddelay] / [skill_callsanswered] ELSE 0 | |||
| Avg Talk Time - Application | NUMBER | Sum | IF [app_callsanswered] > 0 THEN [app_talktime] / [app_callsanswered] ELSE 0 | |||
| Avg Work Time - Application | NUMBER | Sum | if [app_postcallprocessingtime] > 0 then [app_talktime]/[app_postcallprocessingtime] ELSE 0 | |||
| Avg. Handle Time | NUMBER | Sum | IF [agp_callsanswered] > 0 THEN ([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime]) / [agp_callsanswered] ELSE 0 | |||
| Avg. No. of Agents | NUMBER | Sum | IF [skill_activetime] > 0 THEN [skill_totalstaffedtime] / [skill_activetime] ELSE 0 | |||
| Calls Abandoned (%) - Application | NUMBER | Sum | if [app_callsoffered] > 0 then [app_callsabandoned] / [app_callsoffered] * 100 ELSE 0 | |||
| Conference Out | NUMBER | Sum | [agp_cdncallsconftocdn] + [agp_cdncallsconftodn] + [agp_cdncallsconftoincalls] + [agp_cdncallsconftoother] + [agp_acdcallsconftocdn] + [agp_acdcallsconftodn] + [agp_acdcallsconftoincalls] + [agp_acdcallsconftoother] + [agp_dncallsconftocdn] + [agp_dncallsconftodn] + [agp_dncallsconftoacddn] + [agp_dncallsconftoother] | |||
| Date | DATE | Latest | {0,date,yyyy/MM/dd} | dateTrim([Interval].[timestamp],"DayOfMonth") | ||
| Final Disposition Description | STRING | Latest | INSPECT [Final Disposition] CASE "AB" THEN "Abandoned" CASE "RL" THEN "Released" ELSE "Answered" | |||
| Hold Time% | NUMBER | Sum | IF ([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime]) > 0 THEN ([agp_holdtime] / ([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime])) * 100 ELSE 0 | |||
| Idle Time% - AGP | NUMBER | Sum | IF [agp_loggedintime] > 0 THEN ([agp_waitingtime] / [agp_loggedintime]) * 100 ELSE 0 | |||
| Idle Time% - Skillset | NUMBER | Sum | IF ([skill_talktime] + [skill_postcallprocessingtime] + [skill_idletime]) > 0 THEN ([skill_idletime] / ([skill_talktime] + [skill_postcallprocessingtime] + [skill_idletime])) * 100 ELSE 0 | |||
| Interval (HH:mm) | DATE | Latest | {0,date,HH:mm} | toDate("HH:mm",text(Hour([Interval].[timestamp]))&":"&text(Minute([Interval].[timestamp]))) | ||
| Occupancy % | NUMBER | Sum | IF ([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime] + [agp_waitingtime]) > 0 THEN (([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime]) / ([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime] + [agp_postcallprocessingtime] + [agp_waitingtime])) * 100 ELSE 0 | |||
| SLA Success % - Application | NUMBER | Sum | IF ([app_callsanswered]+[app_callsabandoned]) <= 0 THEN 0 ELSE (([app_callsanswered]+[app_callsabandoned])-([app_callsansweredaftthreshold]+[app_callsabandonedaftthreshold]))/([app_callsanswered]+[app_callsabandoned]) | |||
| SLA Success % - Skillset | NUMBER | Sum | IF ([skill_skillsetabandoned] + [skill_callsanswered]) <= 0 THEN 0 ELSE ((([skill_skillsetabandoned] + [skill_callsanswered]) - ([skill_callsansweredafterthreshold] + [skill_skillsetabandonedaftthreshold])) / ([skill_skillsetabandoned] + [skill_callsanswered])) * 100 | |||
| Talk Time% - AGP | NUMBER | Sum | IF [agp_loggedintime] > 0 THEN (([agp_talktime] + [agp_acdcallstalktime] + [agp_nacdcallstalktime]) / [agp_loggedintime]) * 100 ELSE 0 | |||
| Talk Time% - Skillset | NUMBER | Sum | IF ([skill_talktime] + [skill_postcallprocessingtime]) > 0 THEN ([skill_talktime] / ([skill_talktime] + [skill_postcallprocessingtime])) * 100 ELSE 0 | |||
| Unavailable Time% - Skillset | NUMBER | Sum | IF [skill_totalstaffedtime] > 0 THEN (([skill_totalstaffedtime] - ([skill_talktime] + [skill_postcallprocessingtime] + [skill_idletime])) / [skill_totalstaffedtime]) * 100 ELSE 0 |