Problem with QV10 sum formula (works in QV8 and QV9)

[klaus_feldam]

Greetings fellow QlikCommunity members.

We have a set of call recording reports we are running based on data from our telephone system.

Following an otherwise successful QV10 SR2 upgrade this weekend, the result of the following formula has changed in QV10:

(SUM ([Answered Active Time])/Sum ([Number of Answered Calls])/24/60/60)

With this formula, we are simply calculating the average talk time for an agent based on the 'Answered Active Time' and the 'Number of Answered Calls'. The calculation works as intended in QV8 and QV9, but doubles the Average Talk Time in QV10. See below extract for the difference in the calculation. The formula for the ATT columns are the same.

See attached QVW. User-ID: ADMIN / Password: ADMIN.

Any assistance would be highly appreciated.

Answ   Active Time	Answ Calls	ATT (post QV10) Incorrect calculation	ATT (QV8 / QV9) Correct calculation
-	3596	07:39	-
82	1	02:44	01:22
386	1	12:52	06:26
98	1	03:16	01:38
985	1	32:50	16:25
970	1	32:20	16:10
-	1	18:12	-
-	1	05:42	-
151	1	05:02	02:31
125	1	04:10	02:05
-	1	05:50	-
77	1	02:34	01:17
116	1	03:52	01:56
-	1	09:20	-
73	2	01:13	00:36
196	2	03:16	01:38
-	2	04:06	-
-	2	11:41	-
-	1	07:32	-
163	1	05:26	02:43
-	1	06:38	-
356	1	11:52	05:56
417	1	13:54	06:57
113	3	01:15	00:38
115	3	01:17	00:38
270	3	03:00	01:30
85	4	00:42	00:21
91	4	00:46	00:23
438	4	03:39	01:49
832	4	06:56	03:28
781	3	08:41	04:20
204	3	02:16	01:08
474	3	05:16	02:38
384	1	12:48	06:24

Best regards,

Klaus Feldam

[danielrozental]

Klaus, perhaps you could post a reduced qvw for us to take a look?

Has the App been reloaded with QV10 or just opened with it?

[#3]

Hi

Is it possible for you to upload the doc?

Arun

[klaus_feldam]

Daniel,

Thanks for your response. The file has been uploaded.
The change in the calculation happened AFTER the first reload.

Klaus

[klaus_feldam]

Arun,

Thanks for your response. The file has been uploaded.

Best regards,
Klaus Feldam

[danielrozental]

it asks for a userid...

If the problem happens after a reload then it's probably in the script. You should try to track down where exactly your results get duplicated.

[klaus_feldam]

Daniel,

The reload script and formulas have not changed since the QV10 migration. The data is exactly the same (and not duplicated), but the outcome of the particular Average Talk Time calculation is different between QV8/QV9 and QV10. In QV10, the calculation doubles the result from e.g. 2m26s to 5m52s and 1m12s to 2m24s.

[#8]

Hi Klaus,

Which sheet should I look at? Agent Summary?

[klaus_feldam]

The column is call ATT and can be found on the Main tab in the 'Number of Calls with Time Cycle' and 'Number of Calls by Hour' tables. In both tables the ATT values are doubled.

Example:

Hour	Answered	Abandoned	Total Calls	%	Avg Wait time	ATT	Should have been
8	131	5	136	96.32%	00:44	08:24	04:12
9	380	1	381	99.74%	00:38	07:50	03:55
10	477	2	479	99.58%	00:36	07:52	03:56
11	499	6	505	98.81%	00:44	07:20	03:40
12	424	4	428	99.07%	00:38	07:37	03:49
13	462	1	463	99.78%	00:38	07:47	03:54
14	458	9	467	98.07%	00:42	07:32	03:46
15	352	8	360	97.78%	00:48	07:47	03:54
16	320	4	324	98.77%	00:45	07:52	03:56
17	68	1	69	98.55%	00:27	06:24	03:12
18	17	2	19	89.47%	01:14	06:21	03:10
19	8	0	8	100.00%	00:22	05:48	02:54
Total	3,596	43	3,639	98.82%	00:41	07:39	03:49

[danielrozental]

Klaus, regardless of no changes having been done to the script, it is possible a function or something else having changed from one version to another (seen that before).

You should try to figure where exactly the problem is in the script.