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Calculate Call Answer Rate

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Christoph Kutz

Hi, 

 

I hope someone can help me.

I'm currently working on a query to evaluate the "real" call answer rate:

I have the following table per country where I can see in the Subtotal the Total amount of calls for that Country.  Now, when I sum all Agents Calls  I get, in this example,  2227 calls answered by an agent while 2123 where answered by "null", so routed to voicemail or some overflow.

My calculation would now be  2123/4351*100  to get my real Call Answer rate.

 

How can I achieve this with Talk.  When I just hide the results for Null my Subtotal is not correct anymore.

2 Commentaires

  • Kerry Charlton

    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 Bowser
    Zendesk Community Team

    Thanks for taking the time to share this Kerry!

    0

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