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.
Hi Upaasana,
in the formula you have given you are returning flag value. ie 1 or 0. That wont added up. Instead of that try the below logic.
COUNT(CASE WHEN INTERACTION_RESULT = 'FCR' ) / COUNT(Interaction_ID).
you can introduce a number variable c like below.
numbervar c; If {14CICustomerInteractions_query.Interaction Result} = "FCR" then c := c + 1;
divide the value c with count of interaction ID. you will get the answer.
modify your formula according to the above logic and try.
hope it helps.
Regards,
Nikhil Joy
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