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Anonymous's avatar
Anonymous
Not applicable
7 years ago

Creating a ratio based on a calculated measure

Hi,   I'm trying to calculate a first contract resolution rate for our customer service department. My data source is Salesforce where I use the Case object and Case History object for this calcula...
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themistoklis's avatar
themistoklis
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7 years ago

Anonymous

 

How about this formula:

 

FCR = IF([# of case redirections]<3;[# of case redirections];0) / [# of case redirections]
Anonymous's avatar
Anonymous
Not applicable
7 years ago

Many thanks themistoklis, but it doesn't seem to do the trick. Just as my FCR calculation, the row by row calculation is correct, but I can't get to an average for all cases. In the visual it does not allow me to do any calculation or slicing on the FCR. Anymore suggestions? Thx.