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Former Member
Jan 10, 2012 at 10:38 AM

CR - Getting 0.63 values all through.

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For the Column "% of First Call Resolution" I have to calculate it based on the below formula

SUM(CASE WHEN INTERACTION_RESULT = 'FCR' THEN 1 ELSE 0 END) / COUNT(Interaction_ID)

For which, I wrote the below formula

Sum ({If {14CICustomerInteractions_query.Interaction Result} = "FCR" then 1 else 0}) / Count ({14CICustomerInteractions_query.No of Interaction(s)})

But I am getting 0.63 values all through.

Need Solution.