How to create variance between 2 metrics

[dobracik]

Hi all :-)

I'm not sure, if anyone qould be able to help me. But I'll try.

I have AHT and Satisfaction for agent ( both for 6 months example). Is there a possibility to simple calculate the variance between those 2 metrics for each agent? I now, that it's easy, but I'm completely lost in the moment.

Thank you all :-) I'll appreciate it.

Andy

[dilipandey]

Hi dobracik,

are you looking for aht-satisfaction in a new column for each agent?

Regards,
DILIPandey
<click on below * if this helps>

[dobracik]

Hi :-)

Thanks for reply

What I'm looking for is, to see example if the agent has Good CSAT and low AHT. So yes. But I'm not sure, how to calculate it. Is there a possibility to do that per each month and in the end overall for the whole period? I'm lost.

Than you, Andy

[dilipandey]

Okay... can you put some sample numbers in the workbook and mention your expected results as well? thanks.


Regards,
DILIPandey
<click on below * if this helps>

[dobracik]

HI,

of course, please see attached.

Thanks,
Andy

[dilipandey]

Okay... see the variance of month over month for those 2 metris :-

Data(1).xlsx


Regards,
DILIPandey
<click on below * if this helps>

[abousetta]

Just to be clear, you are asking for the 'mean difference' between the months and not the variance. Variance is the standard error squared and needs at least two observations to be calculated. Since you are providing one observation per month, you can't actually calculate the variance.

abousetta