Answered Calls >0 in the expression

[xarapre7]

Hi All!

The expression below includes CALLS_ANSWERED that are greater than 0.  How can I include in this expression to exclude the number of agents who have 0 CALLS_ANSWERED for a specific time frame?  I only want the count of agents with CALLS_ANSWERED >0 for its denominator.

=Num(Sum({1} Aggr((Sum( {$<TEAM = p(TEAM),EMPLOYEE_NAME=>}total<FULL_DATE>  CALLS_ANSWERED)/
Count({$<WM_TEAM = p(TEAM),EMPLOYEE_NAME=>} Total<FULL_DATE>EMPLOYEE_NAME)),FULL_DATE)),'#,##0')

Thank you in advance!

[sunny_talwar]

May be try this:

=Num(Sum({1} Aggr(

(Sum( {$<TEAM = p(TEAM),EMPLOYEE_NAME=>}total<FULL_DATE>  CALLS_ANSWERED)/

If(Sum( {$<TEAM = p(TEAM),EMPLOYEE_NAME=>}total<FULL_DATE>  CALLS_ANSWERED) > 0,

Count({$<WM_TEAM = p(TEAM),EMPLOYEE_NAME=>} total<FULL_DATE> EMPLOYEE_NAME)))

, FULL_DATE)),'#,##0')

Like I explained previously, you probably don't need a total here since you are using this in a text box object

[xarapre7]

Hi Sunny!

Thank you again for your immediate reply.

I tried above expression you've given.  It worked but the denominator is only giving 1/4 of the total number of employees who have received calls. Upon selecting a specific individual, the Team's Avg result it's giving was 194 but the expected is 822.  I tried It with and without the total and it's giving me the same result of 194.

[sunny_talwar]

How about this?

=Num(Sum({1} Aggr(

(Sum( {$<TEAM = p(TEAM),EMPLOYEE_NAME=>}CALLS_ANSWERED)/

Count(DISTINCT {$<WM_TEAM = p(TEAM),EMPLOYEE_NAME=, EMPLOYEE_NAME = {"=Sum( {$<TEAM = p(TEAM),EMPLOYEE_NAME=>}CALLS_ANSWERED) > 0"}>} EMPLOYEE_NAME))

, FULL_DATE)),'#,##0')

[xarapre7]

Unfortunately, it's still giving me the same result of 194.

[sunny_talwar]

Can you look at just this expression

Sum({1} Aggr(Count(DISTINCT {$<WM_TEAM = p(TEAM),EMPLOYEE_NAME=, EMPLOYEE_NAME = {"=Sum( {$<TEAM = p(TEAM),EMPLOYEE_NAME=>}CALLS_ANSWERED) > 0"}>} EMPLOYEE_NAME), FULL_DATE))

and see what you are getting?

[xarapre7]

It's giving me a result of 1,014.  It's getting close to 822!  yay!

[sunny_talwar]

The above is just the denominator part of the equation.... do you see an employee count of 1014?

[xarapre7]

Yes...it's just the denominator part.  Once, we get the 822, then we should be able to get to the expected Team's Avg.

[xarapre7]

=Sum(Aggr(Count(DISTINCT {$<WM_TEAM = p(WM_TEAM),EMPLOYEE_NAME=, EMPLOYEE_NAME = {"=Sum( {$<WM_TEAM = p(WM_TEAM),EMPLOYEE_NAME=>}CALLS.CALLS_ANSWERED) > 0"}>} EMPLOYEE_NAME), DAY_MASTER.FULL_DATE))

is giving me 971.  Getting closer and closer.  🙂