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Former Member
Jan 09, 2012 at 05:47 PM

CR - giving total transaction count for few groups and 0 for few groups.

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For the column "No of First Call Resolution" I have to count no of interactions based on the Interaction Result, the formula is

COUNT(Interaction_ID) WHERE INTERACTION_RESULT = 'FCR'

For which, I wrote the below formula

If {14CICustomerInteractions_query.Interaction Result} = "FCR" then Count ({14CICustomerInteractions_query.Interaction_ID})

I have 33,232 interactions on the particular day I selected. When I try to group up and do the calculations it is giving total transaction count for few groups and 0 for few groups.

Need Solution