| o | Trying to explain this, here is what the customer asked “Quick question let’s say someone called in and the call was abandoned. How do I ask if that contact called back and if so, was it answered? How do I ask for abandoned calls for a certain time of the day and show me if there was a point in time when the ABR% was exceeded? And what was the status of all the agents when it happened?” |
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| o | There are several questions in there, but there are some features that I´m not sure if Q is capable of doing them, like review if a caller is doing several calls through out the day (I guess we can achieve this by doing a custom column that identifies each caller as new or recurrent depending on previous records, but my questions is more like if Q would be able to make those kind of LAG functions). Also, make queries for a define range, I tried putting X hour to X hour, but it didn´t understand. |
| o | The ABR is a formula that sums all abandon calls divided by all calls received, as you can see it needs to group the information, but not sure how to ask it when this SLA exceed a percentage. |
Q would not be able to make those functions. You need to do that yourself and then it will use that to give you visuals / filters.
For the defined range do you have a field that has only x hour? If not, you can use extract(‘HH’,{timestamp})
Hi @Palak_Shah
We have not heard back from you regarding your question. We would still like to help. If we do not hear back in the next 3 days, we will archive the question