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”?