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Custom column sample formulas

Series: Custom Calculations

Previous suggested step: Custom column supported views

Feature coming soon
Note: The formulas are copy-paste friendly.
Use caseSample formula
Transfer rate based on handle for customers that prefer a different denominator.

(Transferred / Handle) * 100

Percentage answered with outcome-based denominator instead of being based off offered count.(Answer / ( Answer + Abandon + Flow-Out ) ) * 100

Average hold based on handle count.

Total Hold / Handle
Create custom calculations for all three options listed in Configure contact center analytics options so that they can be applied to specific scenarios.

All three options enabled: ((Answer - Over SLA) / (Answer + Abandon + Flow-Out)) * 100

Include flow outs enabled: ((Answer - Over SLA) / (Answer + Flow-Out)) * 100

Include abandons enabled (exclude short abandons): ((Answer - Over SLA) / (Answer + Abandon - No Short)) * 100

Include flow outs and abandons enabled (exclude short abandons): ((Answer - Over SLA) / (Answer + Abandon - No Short + Flow-Out)) * 100

Offer count that excludes conversations that disconnected quickly.Offered - Short Abandon
Average ACW using handle as denominator.Total ACW / Handle

Average handle that excluded hold time.

(Total Handle - Total Hold) / Handle
Occupancy that includes Communicating.((Total Interacting + Total Communicating) / (Total Interacting, Idle, and Communicating)) * 100
Percentage of alerted conversations that were answered.(Answer / Alerted) * 100