Determining answer rate for calls in call center

i have used a pivot table to pull the information
You have a % but what is that based on - what would be the total number to take a % of
would ALL dispositions be used

you can then add a filter to the disposition to remove the calls you do not want to see

You may need to add a formula to the table to work out the %
A formula to add a 1 for calls missed in the table using an IF( disposition = ??? , 1, 0)
and add that to the table - BUT again how would you work a % based on what ?

a Pivot table looks quite complicated - but it is very easy to setup and also much easier to update when you add new data

how is your data added to the sheet ?
or are you looking at the data for a specific period ?

you could add a date and then start to look at trends as well

Hi there. Try this out. I have assembled a list of customers from the first sheet and used a combination of countifs and SUM to get the result that you want.

The +/- is just part of the pivot table layout

if you create a pivot table you should see the +/- for the fields

I usually goto
on the pivot table menu section
Design>
Report layout>
Show in Tabular form>

I just prefer that layout

This does the job, I think:

answer_rate_cy.xlsm

See also: http://www.excelforum.com/showthread...18#post4150318

Edit: If you make any changes to data in the tables (eg. disposition parameters), then you should save the workbook before executing, else the query will not see the changed data.