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MODUser's avatar
MODUser
Frequent Visitor
3 years ago

Measure for Hierarchy Averaging

Seems simple enough, but my measures are not working...needing to roll up ASA (column L) for Interval, Queue and Skill levels. I need the Interval levels to remain as per already calculated seconds to answer (ASA). For Queue level and Skill level, calculating total ASA for the intervals, THEN averaging based on total seconds to answer and number of calls (Column K) for the queue and skill levels.

Sample data below...expected values in bold

 

Need Help

2 Replies

  • Anonymous's avatar
    Anonymous
    Not applicable
    3 years ago

    Hi MODUser ,

     

    I know the calculation logic for column K is easy sum. Please show me the calculation logic for column L. I need more information about how to get it. You can show me the formula or show me how to get 16 in Queue1 on 8:00:00 AM.

     

    Best Regards,
    Rico Zhou

     

    If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

    • MODUser's avatar
      MODUser
      Frequent Visitor
      3 years ago

      Column K*ASA = Column L...the ASA was 4 for Queue1 at 8AM