Help Me With Some Basic CMS Math

[Turtlepuke]

This is probably a very silly question, but can some CMS reporting gurus help me understand. The screen shot below has an Abandon % of 4.12


But if I divide the total number of calls ACD+Conn Calls into the Abandons, I get 4.37 11/252=4.37

What am I not factoring in here?

 

[lopes1211]

If you have a question about any CMS report or calculation, the HELP section embedded in CMS Supervisor is actually really good. You can select the specific report you have a question about and it will show you all of the items used to calculate a particular field.

In your example, % ABN would likely be ABN/Total Calls. You're likely making an incorrect assumption that Total Calls = ACD + Conn. Total Calls more likely represents ACD + Conn + Flow Out + Other. By my math, looks like your missing about 10 calls from your Total Calls. It should be easy enough for you to run a regular historical vdn daily report to see the true Total/Offered calls being used by the Profile report.

-CL

 

[Turtlepuke]

Right on! That's exactly what I needed. Thanks! And I will utilize the help file going forward.

 

[lopes1211]

Also, the original math is wrong too even without the OTHER and FLOW out. You were missing adding the abandons into the total calls. Not 11/252, it would have been 11/(252+11) = 4.18. Closer to the 4.12 shown on the report, just missing 5 more calls (other or flow out) shown on the vdn daily.

-CL