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Hi all,
Looking for help on this. I am new to Avaya and call trends i.e. pulling the data and showing it in a meaningful way and was looking for advice on how to best go about this.
The Avaya report in question shows the daily calls for one person within a certain team, the number of calls, call times, and relevant percentages. The aim is to -
- paste the existing Avaya report in its original format into Excel
- have this feed into a separate tab with all the time formatting showing correctly i.e. hh:mm:ss format, 3 cells show te interval for each call i.e. 08:30, - , and 09:00
- this is then to be pasted into a "combined" data tab with all the information for all the agents within the centre (approx 40 in 5 teams)
- there are a lot of rows for each person daily with a lot of the the 30 min intervals having no calls for specific call types so ideally I'd like these "empty" rows to be ignored or removed so I do not have thousands of empty rows bloating my spreadsheet and having the memory huge
- historic data is to reflect when certain people have moved from one team to another so we are not showing all the calls for anyone who has moved teams incorrectly - all showing for Central for example when in fact the person has been in 3 separate teams in the last year
- it needs to feed into a number of pivot tables i.e. calls of certain type per day, when the calls occur most frequently each day, call handling times per agent etc
The final part should be easy enough to do with various pivot tables feeding from the "combined" data tab but it is getting this together that is the problem.
I have attached a sample sheet which has 3 days worth of data for 2 agents, a tab with the list of agents, a tab with the list of different call queues. Obviously the real data will be for a lot more agents over a much longer time period.
Hopefully it is something someone on here can help with. I have already had some excellent advice on a previous subject I posted in regards to people moving teams which involved an INDEXMATCH array to differentiate between the agent a specific date being in one team or another.
Thank you very much in advance for anyone who takes time out to look this over.
http://www.msofficeforums.com/excel/...vot-table.html
http://www.ozgrid.com/forum/showthread.php?t=202837
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