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Please help me with calculating running 7days report with the below requirements.
See attached sample for reference.
|*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
|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|
|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 %|
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
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%