Running 7days expression

[Anonymous]

Hi guys,

Please help me with calculating running 7days report with the below requirements.

See attached sample for reference. 

Inclusions/Exclusions:

*Include only those calls with Session ANI

*20+ Calls from same Session ANI in the relevant period - remove

*FCR has been calculated on 7day FCR only

Calculation

FCR % = # of first calls resolved divided by no. of first calls

N of First Calls Resolved = # of customer only calling once within 7 days period

N of First Calls= First instance of customer calling within 7 days period

Example

Report is run on January 10.

4 customers called once between 3rd and 9th of January

1 customer called multiple times

* no. of first call resolver = 4

*no. of first calls = 5

FCR = 4/5 ~ 80 %

[krishna_2644]

I DONT SEE ANY CUSTOMER DATA IN THE EXCEL.

Also what visualizations you want? table or any particular chart?

[Anonymous]

Hi Krishna,

Sorry, the number on the session ANI column represents customer ID. 1 customer ID = 1 customer

A combo chart would do.

Bar. representing the total customer called once and multiple times within 7days.

and a LINE showing the FCR % trend

[krishna_2644]

you mean  on jan-20 5 customers called or on jan-20 the customer with id 5 called?

[krishna_2644]

Also between jan-3 and jan-09

5 customers called(1,2,3,4,& 5) and not 4 customers  ,in these calls customer 2 called multiple times?

[Anonymous]

that shows customer 1 called on January 3

Customer 2 called twice - Jan 5 and Jan 6

Customer 3 called January 7

Customer 4 called Jan 8

Customer 5 called Jan 9

Total of 5 customers within 7 days

only 4 customers called once within 7 days (Customer 1,3,4 and 5)

FCR % = 4/5 ~ 80%

[krishna_2644]

How about something like this :

PSA for qvf.

let me know if this is your expected result.

[Anonymous]

Hi Krishna,

This would be the expected result.

This is the calculation