Calculate Call Answer Rate

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2 Comments

  • Kerry Charlton
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    Hi Christoph,

    Create a standard calculated metric and call it Call Agent = Blank
    IF ([Call agent name]!=NULL) THEN [Call ID] ENDIF

    Then create another calculated metric and call it Call Agent = Not Blank
    IF ([Call agent name]!=NULL) THEN [Call ID] ENDIF

    This will display the same information as the standard "Calls" metric but instead in two columns.

    You then want to create a Result Manipulation - Result Metric Calculation, name it Answer Rate
    D_COUNT(Call Agent = Not Blank)/D_COUNT(Call Agent = Blank)*100

    This will give you the number of calls answered by country / by the calls where no country is visible to establish the answer rate

     

     

    1
  • Brett - Community Manager
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    Thanks for taking the time to share this Kerry!

    0

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