CMS Calculation

[smithy04]

Hi All,

I am trying to create a calculation to display the call centre service level; its a long story but basically the call centre would like to include all ABNCALLS under 15 Secs as answered calls.

I have got this calculation (aban15secs)

ABNCALLS-(ABNCALLS1+ABNCALLS2+ABNCALLS3+ABNCALLS4)

and this calculates all ABNCALLS over15 Secs correctly.

I now need the following to work on an intergrated comparison report

((ACDCALLS+ABNCALLS)-abandonedcalls15)/CALLSOFFERED*100

any ideas why the above would work on a historical report but not a integrated comparison????

Cheers
Matt

 

[smithy04]

Sorry abandonedcalls15 and aban15secs both do the same calculation; really not sure why this does not work on the integrated report

 

[Telerious]

Assume UR using Designer for the integrated report?

 

[smithy04]

Yeh its Split/Skill comparison report that i have saved in designer Mode.