Hi There -
I'm trying to develop a spreadsheet for my call center to determine first call resolution. I'm using a pivot and GETPIVOTDATA references to pull all the data, however I'm having troubles with one specific item. To correctly calculate FCR, I only count 1 follow-up per ticket.
If you see rows 2-5 below, the original ticket (row 5) was followed up by two technicians. I only want to count one of these instances. Any clue how I could go about that?
Incident Number Account Number Party Name Owner Sr Creation Date Notes Entered By
1572978 188860 Customer1 Tech1 01-Aug-2012 Notes Tech1
1572980 74677 Customer2 Tech1 01-Aug-2012 Notes Tech2
1572980 74677 Customer2 Tech1 01-Aug-2012 Notes Tech3
1572980 74677 Customer2 Tech1 01-Aug-2012 Notes Tech1
1572982 26642 Customer3 Tech1 01-Aug-2012 Notes Tech1
Thanks in advance
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