Problem with QV10 sum formula (works in QV8 and QV9)

[klaus_feldam]

Greetings fellow QlikCommunity members.

We have a set of call recording reports we are running based on data from our telephone system.

Following an otherwise successful QV10 SR2 upgrade this weekend, the result of the following formula has changed in QV10:

(SUM ([Answered Active Time])/Sum ([Number of Answered Calls])/24/60/60)

With this formula, we are simply calculating the average talk time for an agent based on the 'Answered Active Time' and the 'Number of Answered Calls'. The calculation works as intended in QV8 and QV9, but doubles the Average Talk Time in QV10. See below extract for the difference in the calculation. The formula for the ATT columns are the same.

See attached QVW. User-ID: ADMIN / Password: ADMIN.

Any assistance would be highly appreciated.

Answ   Active Time	Answ Calls	ATT (post QV10) Incorrect calculation	ATT (QV8 / QV9) Correct calculation
-	3596	07:39	-
82	1	02:44	01:22
386	1	12:52	06:26
98	1	03:16	01:38
985	1	32:50	16:25
970	1	32:20	16:10
-	1	18:12	-
-	1	05:42	-
151	1	05:02	02:31
125	1	04:10	02:05
-	1	05:50	-
77	1	02:34	01:17
116	1	03:52	01:56
-	1	09:20	-
73	2	01:13	00:36
196	2	03:16	01:38
-	2	04:06	-
-	2	11:41	-
-	1	07:32	-
163	1	05:26	02:43
-	1	06:38	-
356	1	11:52	05:56
417	1	13:54	06:57
113	3	01:15	00:38
115	3	01:17	00:38
270	3	03:00	01:30
85	4	00:42	00:21
91	4	00:46	00:23
438	4	03:39	01:49
832	4	06:56	03:28
781	3	08:41	04:20
204	3	02:16	01:08
474	3	05:16	02:38
384	1	12:48	06:24

Best regards,

Klaus Feldam

[#2]

As per my understanding

ATT = Answered Active Time / Number of Answered Calls

I have added Answered Active Time as well to the table, Can you please chk if the Answered Active Time (Col3) shows the same values in QV8 and QV9?

Hour	Answered	Answered Active Time	Abandoned	Total Calls	%	Avg Wait time	ATT
8	131	65986	5	136	96.32%	00:44	08:24
9	380	178752	1	381	99.74%	00:38	07:50
10	477	225238	2	479	99.58%	00:36	07:52
11	499	219482	6	505	98.81%	00:44	07:20
12	424	193974	4	428	99.07%	00:38	07:37
13	462	215834	1	463	99.78%	00:38	07:47
14	458	206828	9	467	98.07%	00:42	07:32
15	352	164522	8	360	97.78%	00:48	07:47
16	320	150944	4	324	98.77%	00:45	07:52
17	68	26112	1	69	98.55%	00:27	06:24
18	17	6470	2	19	89.47%	01:14	06:21
19	8	2786	0	8	100.00%	00:22	05:48
Total	3,596	1650324	43	3,639	98.82%	00:41	07:39

Regards

Arun

[klaus_feldam]

Arun,

Thank you very much for your assistance with this. Below, is the same report with the same exact data before the QV10 implementation:

Hour	Answered	Abandoned	Total Calls	%	Avg Wait time	ATT	sum([Answered   Active Time])	sum([Answered   Active Time])/([Answered])
8	131	5	136	96.32%	00:22	04:12	32993	251.8549618
9	380	1	381	99.74%	00:19	03:55	89376	235.2
10	477	2	479	99.58%	00:18	03:56	112619	236.0985325
11	499	6	505	98.81%	00:22	03:40	109741	219.9218437
12	424	4	428	99.07%	00:19	03:49	96987	228.7429245
13	462	1	463	99.78%	00:19	03:54	107917	233.5865801
14	458	9	467	98.07%	00:21	03:46	103414	225.7947598
15	352	8	360	97.78%	00:24	03:54	82261	233.6960227
16	320	4	324	98.77%	00:23	03:56	75472	235.85
17	68	1	69	98.55%	00:14	03:12	13056	192
18	17	2	19	89.47%	00:37	03:10	3235	190.2941176
19	8	0	8	100.00%	00:11	02:54	1393	174.125
Total	3596	43	3,639	98.82%	00:20	03:49	825162	229.4666296

[#4]

Hi Klaus,

The issue is not with the front end of the application. You might want to explore a bit deeper into the script especially the 'QVD' tab where you have the 'AgentTalkTime'  field which I understand becomes 'Answered Active Time' later on using resident loads. You might want to run a query against the database to check this discrepancy. It is not possible for me to run the application as I do not have connection to your database.

Hope you sort out the issue soon.

Regards

Arun