Date/Time: Formulae for measuring staff performance?
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Hi - We have a ticketing system in our company and i am suppossed to measure the staffs performance with 2.6 Omniscope.
In attached document there is a sample you can see..
Question is What the avarage waiting time for each part is (client, staff, partner)?
Is there any way to measure them in Omniscope? In this example there is only 2 unique tickets with several replies but in my database there is a few hundred thousands of unique tickets with tons of replies!! And i must find a way to show the performance of our staff and our partners...
KefsidAttachments
Sample.xls 18K -
1 Comment
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Kefsid - I am petty sure Omniscope can do this very well, but your sample data only has one Date/Time field [Message time]. If the other point in time is meant to be the current date and time the IOK file was opened, you can use the NOW function to calculate the waiting time. Otherwise, you need at least two Date/Time fields to use the Datedif function to calculate the wait time.
The rest of the solution involves using Subset functions to calculate maxima, minima and means/average wait times for specific subsets, i.e. individual or combinations of specific clients, staff, partners.
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