12 Replies Latest reply: Jun 22, 2011 4:20 AM by Arun Raj

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

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:

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.

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

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?

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

Daniel,

The change in the calculation happened AFTER the first reload.

Klaus

• ###### Re: Problem with QV10 sum formula (works in QV8 and QV9)

Hi

Is it possible for you to upload the doc?

Arun

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

Arun,

Best regards,
Klaus Feldam

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

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.

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

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.

• ###### Re: Problem with QV10 sum formula (works in QV8 and QV9)

Hi Klaus,

Which sheet should I look at? Agent Summary?

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

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
• ###### Re: Problem with QV10 sum formula (works in QV8 and QV9)

As per my understanding

I have added Answered Active Time as well to the table, Can you please chk if the Answered Active Time (Col3) shows the same values in QV8 and QV9?

 Hour Answered Answered Active Time Abandoned Total Calls % Avg Wait time ATT 8 131 65986 5 136 96.32% 00:44 08:24 9 380 178752 1 381 99.74% 00:38 07:50 10 477 225238 2 479 99.58% 00:36 07:52 11 499 219482 6 505 98.81% 00:44 07:20 12 424 193974 4 428 99.07% 00:38 07:37 13 462 215834 1 463 99.78% 00:38 07:47 14 458 206828 9 467 98.07% 00:42 07:32 15 352 164522 8 360 97.78% 00:48 07:47 16 320 150944 4 324 98.77% 00:45 07:52 17 68 26112 1 69 98.55% 00:27 06:24 18 17 6470 2 19 89.47% 01:14 06:21 19 8 2786 0 8 100.00% 00:22 05:48 Total 3,596 1650324 43 3,639 98.82% 00:41 07:39

Regards

Arun

• ###### Re: Problem with QV10 sum formula (works in QV8 and QV9)

Arun,

Thank you very much for your assistance with this. Below, is the same report with the same exact data before the QV10 implementation:

 Hour Answered Abandoned Total Calls % Avg Wait time ATT sum([Answered   Active Time]) sum([Answered   Active Time])/([Answered]) 8 131 5 136 96.32% 00:22 04:12 32993 251.8549618 9 380 1 381 99.74% 00:19 03:55 89376 235.2 10 477 2 479 99.58% 00:18 03:56 112619 236.0985325 11 499 6 505 98.81% 00:22 03:40 109741 219.9218437 12 424 4 428 99.07% 00:19 03:49 96987 228.7429245 13 462 1 463 99.78% 00:19 03:54 107917 233.5865801 14 458 9 467 98.07% 00:21 03:46 103414 225.7947598 15 352 8 360 97.78% 00:24 03:54 82261 233.6960227 16 320 4 324 98.77% 00:23 03:56 75472 235.85 17 68 1 69 98.55% 00:14 03:12 13056 192 18 17 2 19 89.47% 00:37 03:10 3235 190.2941176 19 8 0 8 100.00% 00:11 02:54 1393 174.125 Total 3596 43 3,639 98.82% 00:20 03:49 825162 229.4666296
• ###### Re: Problem with QV10 sum formula (works in QV8 and QV9)

Hi Klaus,

The issue is not with the front end of the application. You might want to explore a bit deeper into the script especially the 'QVD' tab where you have the 'AgentTalkTime'  field which I understand becomes 'Answered Active Time' later on using resident loads. You might want to run a query against the database to check this discrepancy. It is not possible for me to run the application as I do not have connection to your database.

Hope you sort out the issue soon.

Regards

Arun

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

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.