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Can the below formula be created in C4C analytics tool?

Hello experts

We need a KPI for a client's SLA structure. And their structure is as simple as the below:

Number of calls with Speed of Answer less than 20 seconds over Number of total calls need to be greater than or equal to 85%.

This definitely needs to be a KPI, but I'm seeing that I need to create more than one key figure. The one element I definitely need to create a key figure for is the number of calls with Speed of Answer less than 20 seconds, but unfortunately, it seems I cannot create that logic via Key Figures. Can you help me out with that? How can I create this key figure?

Note: Speed of Answer will be provided by a telephony partner. But for the demo, we'll just put something there manually.

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1 Answer

  • Apr 10 at 03:10 AM

    Hello Denmar

    It can be done, though is a little complicated. You could try creating a Boolean Key Figure to indicate the rows that are <20 seconds, and another Key figure using the total of this as a % of the Total Calls made

    Thanks

    Vinita

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