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eustisab
New Contributor III

Running 7days expression

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 %
7 Replies
krishna_2644
Valued Contributor III

Re: Running 7days expression

I DONT SEE ANY CUSTOMER DATA IN THE EXCEL.

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

eustisab
New Contributor III

Re: Running 7days expression

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
Valued Contributor III

Re: Running 7days expression

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

krishna_2644
Valued Contributor III

Re: Running 7days expression

Also between jan-3 and jan-09

1.PNG

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

eustisab
New Contributor III

Re: Running 7days expression

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
Valued Contributor III

Re: Running 7days expression

How about something like this :

1.PNG

PSA for qvf.

let me know if this is your expected result.

eustisab
New Contributor III

Re: Running 7days expression

Hi Krishna,

This would be the expected result.

fcr expected result.PNG

This is the calculation

fcr calculation.PNG