I am stuck with this situation, need help solving it.
Please see the Data tab for details in the attached file.
I was able to use a pivot table to get the required results but I am not able to do it with formula, the problem is due to the blank cells in the ID (C column).
Same/Duplicate IDs have two different completion status
2. Agent missed
I need the sum of calls completed by agents where the same was missed and there are multiple criteria I need to follow.
Year, Week, Agent Name, etc.
* Sum or Count is based on ID (C) as a unique identifier
If ID (C) and Agent Name (D) are blank then Status is "In Que"
If ID (C) is blank but Agent Name (D) is not blank then Status will be based on the value of F, G, and H
If Missed (F), Accepted (G), and Declined (H) are 0, then the status is "In Que".
If Missed (F) is 1 but Accepted (G) and Declined (H) is 0, then the status is "Missed".
If Missed (F) and Accepted (G) is 1 but Declined (H) is 0, then the status is "Completed".
**I only need the sum of completed calls that were missed by an agent.