Calculate Call Answer Rate

Répondu

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

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk