Need Help First Call Resolution with qlik

[Anonymous]

Hi, I’m looking for a solution with qlikview. Can you help me?

I have to calculate first call resolution in a contact center and the rule is that whether the same number calls again in the same day or next 3 days then first call is marked as “recall”. The calculation is “rolling” for each call.

In excel I use this function.

In my excel database I have Column A (number calling) and Column B (date call).

Can I add with script Column C (First Call Resolution) and calculate the “recall” with similar excel function or “for cycle”?

Thank you very much!!

[sunny_talwar]

Would you be able to share your data in an Excel file format?

[Anonymous]

Attached you can find the sample excel file.

Thank You!

[MarcoWedel]

Maybe something like

If(Number=Previous(Number) and [Date Call]-Previous([Date Call])<=3, 'recall', 'no recall') as [First Call Resolution]

hope this helps

regards

Marco

[Anonymous]

Thank You!

But I have to mark the first call as generating recaller, not the second.

Can I use opposite function of "previous"? Exist?

[MarcoWedel]

Hi,

maybe just like

If(Number=Previous(Number) and Previous([Date Call])-[Date Call]<=3, 'recall', 'no recall') as [First Call Resolution]

loading resident ordered by number and [Date Call] descending?

hope this helps

regards

Marco

[MarcoWedel]

please close your thread if your question is answered:

Qlik Community Tip: Marking Replies as Correct or Helpful

thanks

regards

Marco