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SUM issue

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Embrace Support

Posted May 24, 2021

Hi! I'm using a simple calculation which returns a 1 if true, and a 0 if false. Calculation is correct when using Ticket-ID as a row. When I remove this row to get a single calculation, the results aren't as expected. So, the below image is correct. 

But, when I want to aggregate to one single row, I expect the second column to show 12 (I'm doing a SUM on that one), but in stead it shows 1.

 

What am i'm missing here? I've did some testing with "compute separately" but that doesn't solve this.. 

 

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4

4 comments

Date
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    Andrei Kamarouski

    Community ModeratorThe Wise One - 2021

    Hi Jasper Visser (Embrace), 

    Could you show what formula do you use for this metric? 

    0

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    Embrace Support

    Andrei, 

    Yes, sure. It consists of 3 parts. What you see in te above example is this one  

    IF (SUM(Opgelost binnen SLA) = 1) THEN 1 ELSE NULL ENDIF

    Where "Opgelost binnen SLA" is calculated by a switch:

    SWITCH ([Ticketprioriteit]) {
    CASE "Urgent": IF (SUM(Netto oplostijd binnen werktijden) < 4) THEN
    1
    ELSE
    0
    ENDIF
    CASE "High": IF (SUM(Netto oplostijd binnen werktijden) < 12) THEN
    1
    ELSE
    0
    ENDIF
    CASE "Normal": IF (SUM(Netto oplostijd binnen werktijden) < 40) THEN
    1
    ELSE
    0
    ENDIF
    CASE "Low": IF (SUM(Netto oplostijd binnen werktijden) < 160) THEN
    1
    ELSE
    0
    ENDIF
    }

    This switch uses another custom metric "Netto oplostijd binnen werktijden" which is a calculation of default metrics: 

    SUM(Full resolution time - Business hours (hrs)) -
            SUM(Agent wait time - Business hours (hrs)) -
            SUM(On-hold time - Business hours (hrs)) -
            SUM(First reply time - Business hours (hrs))

     

     

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    image avatar

    Embrace Support

    i've managed to solve this by keeping the Ticket-ID as a Row. Then i've added totals via Result Manipulation. This gives a correct calculation. This calculation is then used in a pie-chart. 

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    image avatar

    Andrei Kamarouski

    Community ModeratorThe Wise One - 2021

    Great to know @..., 

    I usually build testing reports to find the initial metric where it doesn't calculate properly. Have not even started on my end to check this - and you solved it already. :) 

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