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 case | Sample formula |
---|---|
Transfer rate based on handle for customers that prefer a different denominator. |
|
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: Include flow outs enabled: Include abandons enabled (exclude short abandons): Include flow outs and abandons enabled (exclude short abandons): |
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 |
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