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

AHT NUMBER Calabrio Sum     ifError((sum([aqd_talktime])+sum([aqd_holdtime])+sum([aqd_worktime]))/(sum([aqd_callcount])-sum([acd_rna])),0)
Avg Abandon Time NUMBER Calabrio Sum     ifError(sum([cqd_time_abandoned])/sum([cqd_Abandoned]),0)
Avg Speed of Answer NUMBER Calabrio Sum     ifError(sum([cqd_time_before_handled])/sum([cqd_Handled]),0)
Call End Time - CCD DATE Calabrio Latest {0,date,HH:mm:ss}   [Call End Datetime - CCD]
Call Start Time - CCD DATE Calabrio Latest {0,date,HH:mm:ss}   [Call Start Datetime - CCD]
Calls Abandoned % NUMBER Calabrio Sum {0,number,0.0%}   ifError(sum([cqd_Abandoned])/sum([queuecount]),0)
Calls Dequeued % NUMBER Calabrio Sum {0,number,0.0%}   ifError(sum([cqd_calls_dequeued])/sum([queuecount]),0)
Calls Handled % NUMBER Calabrio Sum {0,number,0.0%}   ifError(sum([cqd_Handled])/sum([queuecount]),0)
ckey STRING Calabrio Latest     text([Node ID])&"-"&text([Session ID])&"-"&text([Session Sequence Number])
Handle Ratio NUMBER Calabrio Sum {0,number,0.0%}   ifError((sum([aqd_callcount])-sum([acd_rna]))/sum([aqd_callcount]),0)
Hold Time Avg NUMBER Calabrio Sum     ifError(sum([aqd_holdtime])/sum([acd_hold_count]),0)
Idle Time Avg NUMBER Calabrio Sum     ifError(sum([asd_notready_duration])/sum([asd_notready_count]),0)
SL Met % - Only Handled NUMBER Calabrio Sum {0,number,0.0%}   ifError(sum([metservicelevel])/sum([cqd_Handled]),0)
Talk Time Avg NUMBER Calabrio Sum     ifError(sum([aqd_talktime])/(sum([aqd_callcount])-sum([acd_rna])),0)
Work Time Avg NUMBER Calabrio Sum     ifError(sum([aqd_worktime])/(sum([aqd_callcount])-sum([acd_rna])),0)