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CUIC Service Level Weighted Average in Footer

Lenny.Cerrone1
Level 1
Level 1

I created a custom historical interval Report Definition for Enterprise Service.

For the Service Level column, each interval correctly displays. However, in the footer, using AVG, the average is not call based.

 

The customer would like a weighted average for the column, essentially based on calls, rather than an average of the intervals.

 

Is there any way to achieve this, perhaps by using custom formula?

1 Accepted Solution

Accepted Solutions

Yes, you can do this with a custom formula. Here's a starting point for you (modify based on your SL calculation method and actual field names):

SUM(${ServiceLevelCalls})/(SUM(${ServiceLevelCallsOffered})-SUM(${ServiceLevelCallsAband}))

-Jameson

-Jameson

View solution in original post

5 Replies 5

Yes, you can do this with a custom formula. Here's a starting point for you (modify based on your SL calculation method and actual field names):

SUM(${ServiceLevelCalls})/(SUM(${ServiceLevelCallsOffered})-SUM(${ServiceLevelCallsAband}))

-Jameson

-Jameson

Hi Jameson,

 

OK, thanks, I will give that  a try.

OK, that worked! Thanks again.

Hi Guys,

Does it also work for multiple level of grouping?

Thanks!

-JT-

Yes, it should work for all levels of grouping. Custom formulas are calculated at each summary level.

 

-Jameson

-Jameson
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