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Contact Center KPIs

  1. #1
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    Contact Center KPIs

    Hi,

    I'm really hoping someone can help me here. I'm new to using formulas in excel and doing anything above basic and I've tried hours of research online and no matter how many different ways I google what I want, I cannot for the life of me find out a way to do what I want.

    I have a table with the columns Staff ID, First Name, Surname, and then a metric such as Tool usage or Talk Time. I enter data into this table everyday with the previous days values for each heading.

    What I'd now like to do is have another table with a list of my staff and I'd like to calculate how many times a particular staff member appears in the other table and then calculate the average "score" of the metric IE Talk time.

    Please please can someone help me it's driving me crazy. I feel like it's something so simple but none of the videos or websites I've looked at so far have helped in anyway and I'm 4 hours down.

  2. #2
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    Re: Contact Center KPIs

    Fast answers need clear examples. Post a small Excel sheet (not a picture) showing realistic & representative sample data WITHOUT confidential information (10-20 rows, not thousands...) and some manually calculated results. Just before posting, scroll down to GO ADVANCED, click, and then scroll down to MANAGE ATTACHMENTS and click again. Now follow the instructions at the top of that screen.

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    Re: Contact Center KPIs

    I've attached the example spreadsheet to this post - I think.
    Attached Files Attached Files

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    Re: Contact Center KPIs

    How about this in E2 and down:

    =SUMIFS('Tool Usage'!C:C,'Tool Usage'!A:A,[@[Network ID]],'Tool Usage'!B:B,Team!B:B)/(COUNTIFS('Tool Usage'!A:A,[@[Network ID]],'Tool Usage'!B:B,[@[First Name]]))

  5. #5
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    Re: Contact Center KPIs

    Marry me?

    Thank you so much. It's worked with a straight copy and paste - I'm going to spend some time figuring out what on earth that formula is doing so that I can do it myself.

    I can't express how much I appreciate the quick and helpful reply.

  6. #6
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    Re: Contact Center KPIs

    LOL ...... hillarious. yes this is quite simple, excel can get much much more complicated, I'm still learning every day new things.
    invest some time to figure this out, it feels great when you grip the logic of that.

    You're welcome.

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