6 Replies Latest reply: Mar 22, 2017 5:57 PM by Marco Wedel RSS

    Need Help First Call Resolution with qlik

    Max Max

      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.


      recall.JPG



      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!!