5 Replies Latest reply: Sep 29, 2015 8:26 AM by Andy Weir RSS

    Requirement is to show how long this selection was selected

    reddy r

      Customer contact - average time between updates - drop downs for each status start -> end times.

      The requirement is to show how long this selection was selected for... and then average this across all customers.  So if I do one example. I select 'First customer contact - Customer Call / Email' then I choose 'another one' we would like to know. How long was it selected for based on the date entered by the user in the system, this shows us how long was this item outstanding for.  What complicates this is that the statuses can be selected in any order and there isn't a linear step (1, 2, 3) as they may have success on step 1 or step 4 for example.

       

      1. So. I think the only way to do it is to take each customer ID and sort by the date of request and then determine the time between updates so.

       

      A                                                                                                           B                                                                                                            C

      Customer

      Contact Type

      Date of Request (in order)

      Calculated Field

      100

      First customer contact - Customer Call / Email

      01/09/2015

       

      100

      Second Customer contact - Customer call

      02/09/2015

      1 day (difference between C2-C1)

      100

      Review conducted, complete documents received

      12/09/2015

      10 days

       

      The Graph would then show:


      graph .png


      As it is one day between 'First cus...' to the next ( so it was selected for 1 day) and then 10 days for the 'Second Cus...' to the next item being the selected one.

       

      List of Contact Types:

      First customer contact - Customer Call / Email

      First customer contact - Customer Call failed - Email &SMS sent

      Second Customer contact - Customer call

      Second Customer contact - Customer call failed

      Third Customer contact - Customer Call

      Third Customer contact - Customer Call failed - Email &SMS sent

      Fourth Customer contact - Email / Letter / PIB Messaging Sent

      Fifth Customer contact - Customer Call

      Fifth Customer contact - Customer Call failed

      Sixth Customer contact - Email / SMS Sent

      Seventh Customer contact - Email / SMS / PIB Messaging Sent

      Eight Customer contact - Exit Letter Sent

      Appointment / Visit scheduled - Item diarized

      Awaiting Documents / Documents to be submitted

      Approval Obtained to extend 30-day due date

      Review conducted, partial documents received / discrepancy raised

      Review conducted, complete documents received

      Escalation to PSM / CDD Lead - No Response from RM



      Please can any one help with a solution please....!!!1


      Thanks in advance