I'm working on a performance dashboard for our Support department. One of the things I want to analyze, is the ratio between 'new tickets in the last week' versus 'unsolved tickets' which I want to split into the 8 different account groups we have.
What I am running into, is that it doesn't seem possible to divide unsolved tickets by solved tickets and multiply that outcome with the number of full-time units per account group.
What happens, is that all goes well until I try to multiply it with the number of full-time units. When I don't do that, I have a table of 8 rows of all account groups with numbers filled in all cells. When I add the multiplication of the full-time units, it cuts off after the 5th row which results in empty cells for the last 3 account groups (for the columns unsolved, full-time units and the outcome of the sum I'm trying to make).
Maybe I'm doing it all wrong and I hope you can help me out.
To sum up what I want to do:
- I want to have weighted Unsolved tickets (where I want to multiply New and Open tickets by two, in relation to Pending and On-Hold tickets, because New and Open are more important
- Those I want to divide by the number of Solved tickets in the last week
- This gives a ratio (a number that tells something about the balance between unsolved and solved tickets).
- I want to multiply the ratio with the number of full time units per account group (which I now have as fixed values in a standard calculated metric)
But whatever I try, I either get a list that is cut off of an outcome that says 0.
Iniciar sesión para dejar un comentario.