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Not applicable

Simultaneous count

Hello All,

I work in a call center and I need to calculate how many simultaneous call we receive a period of 15 mins in a day.

Anyone has any idea how I can do it or is there a fucntionality which can help me.

Thanks,

Kind Regards,

Hasvine

1 Solution

Accepted Solutions
Not applicable
Author

Please see the attached qvw. Added a Left Join back to the ticketBASE table to pick up the Category field.

Is this what you need?

View solution in original post

14 Replies
helena_isupova
Contributor III
Contributor III

Hi Hasvine,

I am not sure your question is clear for me. I think you can divide your whole day with the 15 minutes intervals and then using Set Analysis make counts on calls. If you have the call's start time and end time stored, then you can simply check whether definite 15 minutes timestamp belongs to that interval.

I mean:

=Count({<=(TimeStamp(Today))={'>=StartTime<=EndTime'}>} CallID)

Or smth like that. Maybe it helps you.

Elena

Kushal_Chawda

Please share some sample data

Anil_Babu_Samineni

I also working for that project.

That scenario i do have Pre Call , Post Call and In Call.

Can you please elaborate more

Before develop something, think If placed (The Right information | To the right people | At the Right time | In the Right place | With the Right context)
agomes1971
Specialist II
Specialist II

Hi,

have you seen this?

Service Request Call Center KPIs | Qlik Community

HTH

André Gomes

anantmaxx
Specialist
Specialist

kya baat hai Guru !!

effinty2112
Master
Master

Hi Hasvine,

                    If you have a timestamp for the start and end of each call you could use an Interval Match on the minutes or seconds.Then for each minute or second you can obtain the number of calls that were in progress at that point.

good luck

Andrew

ToniKautto
Employee
Employee

As mentioned above you need to share sample data in order to allow providing you with qualified help. The structure of the data decides what solution options you will have. You do not have to provide your actual business data as this can be sensitive, so consider providing a excel sheet or text file with some sample data to give us an idea of your data structure.

Not applicable
Author

In the below example, the Call Details table is showing one row per phone call. The first column is the time of the phone call and the second column is what bucket you want to assign to it.

In the Call Summary table the first column is the Bucket, which exists for each 15 minute interval and the next column is the count of calls assigned to the corresponding bucket.

If the above is what you need then take a look at the following script:


CallTimeStamp:
LOAD *,
Time(Class(TimeStamp#(calltimestamp,'M/D/YYYY h:mm:ss TT'),MakeTime(0,15))) as FifteenMinInterval,

Inline [
calltimestamp
8/29/2016 8:14:03 AM
8/29/2016 8:22:56 AM
8/29/2016 8:26:26 AM
8/29/2016 8:28:06 AM
8/29/2016 8:35:27 AM
8/29/2016 8:40:28 AM
8/29/2016 8:46:59 AM
8/29/2016 8:53:09 AM
8/29/2016 8:56:29 AM
8/29/2016 8:56:48 AM
8/29/2016 9:01:39 AM
8/29/2016 9:08:19 AM
8/29/2016 9:15:38 AM
8/29/2016 9:19:15 AM
8/29/2016 9:28:19 AM
8/29/2016 9:42:35 AM
8/29/2016 9:43:06 AM
8/29/2016 9:46:49 AM
8/29/2016 9:47:39 AM
8/29/2016 9:48:52 AM
8/29/2016 9:52:52 AM
8/29/2016 9:56:23 AM
]
;

Exit Script;

The key here is to use the Class function, which will create the 'buckets' that you need for the 15 minute intervals.

Hope this is helpful,

-Stan

Not applicable
Author

Hello All,

My apologies for the late reply. I was out of office.

Here is an example and the expected result.

ticketBASE:

Load * inline

[

idTICKET, timeSTART,     timeEND

1, 10:00:00,         10:02:00

2, 10:00:00,         10:03:00

3, 10:02:00,         10:03:00

4, 10:03:00,         10:04:00

5, 10:03:00,         10:07:00

6, 10:06:00,         10:08:00

7, 10:06:00,         10:07:00

];

We need to calculate the simultaneous tickets for each timestamp and the result should be something like this

time simultaneous tickets (count idTICKET where timeSTART<= time <= timeEND)

Expected Result:

Time               Number of simultaneous ticket

10:00:00           2

10:01:00           2

10:02:00           3

10:03:00           4

10:04:00           2

10:05:00           1

10:06:00           3

10:07:00           3

10:08:00           1

10:09:00           0

10:10:00           0

Thanks for your help.

Kind Regards,

Hasvine