Hello, I work in Call Center QA, and I need a formula to return a call incident number for our CSRs based on the number of scores needed to meet our SLA. For instance, if a CSR has taken 100 calls, we have to monitor 10 of those calls (10%).
Please review attached spreadsheet: I have one sheet (Scorecard Tracker tab) set up to show how many calls each individual CSR has taken, how much we have scored, and how many scores are needed to have them at 10%. I have another sheet with the CSRs' names and all their call incident numbers (Raw Data tab). But I need a formula to randomly pull call incident numbers for each CSR from the Raw Data Tab based on the scores needed in either the Scorecard Tracker Tab. I would like this data to be populated in the Assignments Tab.
Please help! Hoping to have this set up for May.
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