08-21-2015 08:40 AM - edited 03-14-2019 03:08 PM
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?
Solved! Go to Solution.
08-25-2015 06:38 AM
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(${ServiceLevelCallsAband}))
-Jameson
08-25-2015 06:38 AM
Yes, you can do this with a custom formula. Here's a starting point for you (modify based on your SL calculation method and actual field names):
SUM(${ServiceLevelCalls})/(SUM(${ServiceLevelCallsOffered})-SUM(${ServiceLevelCallsAband}))
-Jameson
08-25-2015 06:55 AM
Hi Jameson,
OK, thanks, I will give that a try.
09-11-2015 09:36 AM
OK, that worked! Thanks again.
09-14-2015 06:50 AM
Hi Guys,
Does it also work for multiple level of grouping?
Thanks!
-JT-
09-14-2015 08:01 AM
Yes, it should work for all levels of grouping. Custom formulas are calculated at each summary level.
-Jameson
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: