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C4C report -Agent ticket load percentage

May 11, 2017 at 10:22 AM

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Hi All, I am working on a report to display the percentage of tickets resolved by agent. Formula looks like Agent %= Number of tickets resolved by agent/ total tickets * 100. I am trying to write a calculated key figure but unable to replicate scenario. Can anyone kindly help me in addressing to replicate the formula. Kindly share if you have any docs on using formulas and custom key figures.

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