How to count the end-users with different calls within one week?

Con risposta

Data ultimo post: 31 ott 2023

We need to count:

One-touch call end-users: only call us 1 time within one week.
Two-touch call end-users: only call us 2 times within one week.
Three-touch call end-users: only call us 3 times within one week.
Four-touch call end-users: only call us 4 times within one week.
Five-touch call end-users: only call us 5 times within one week.
5-10 call end-users: only call us more than 5 times but less than 10 times within one week.
10 call end-users: only call us more than 10 times within one week.

How should I write the formula?

1 commento

Data

Zendesk Customer Care

29 nov 2023

Hi Victoria,

The best approach here would be to create several metrics
For example for users with one call you can create this metric :

IF (COUNT(Inbound calls)=1) THEN [End-user ID]
ENDIF

It will give you the exact number of user that have called only once based on your time filter

Two touch metric

IF (COUNT(Inbound calls)=2) THEN [End-user ID]
ENDIF

Over than 5 :


IF (COUNT(Inbound calls)>5) THEN [End-user ID]
ENDIF

And so on, this allows you to report on user that called many times or only once based on your time filter (week, month etc..)

I hope this helps!

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