I am a returning Rbase user. Primary use to to manipulate large amounts of data for analytical purposes for my clients. My current client operate a crises call center and has asked me to perform a staffing study. As such, I need to look at certain metrics and KPIs to assess utilization and staffing demands,
The data file I receive is in Excel with a Start date & time for the call followed by certain KPI durations that are reported in hh:mm:ss. RBase will not allow import of these time increments, but I need to be able to accumulate these various durations. Reporting on the seconds is not critical however, the accumulated seconds can matters especially in calculating cost per call. Help on how to accumulate these duration in order to provide meaningful analytics would be enormously helpful! in addition to the excerpt below, I have also attached a sample Excel file. Any tips? Customer Experience Start Customer Experience Dur. Customer Contact Direction First Delivery Routing Point First Delivery Queue Disposition Wait Dur. Active Dur. On Hold Dur. Jun 1, 2016 7:11:16 AM 00:05:49 10000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Disconnected by Agent 00:00:10 00:05:39 00:00:00 Jun 1, 2016 7:41:25 AM 00:01:18 20000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Party Disconnected 00:00:12 00:00:41 00:00:25 Jun 1, 2016 8:27:32 AM 00:00:32 30000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Party Abandoned Contact 00:00:32 00:00:00 00:00:00 Jun 1, 2016 9:15:38 AM 00:04:11 40000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Disconnected by Agent 00:00:08 00:02:24 00:01:39 Jun 1, 2016 9:24:45 AM 00:13:46 50000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Party Disconnected 00:01:15 00:11:51 00:00:40 Jun 1, 2016 9:42:15 AM 00:00:43 60000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Disconnected by Agent 00:00:09 00:00:34 00:00:00 Jun 1, 2016 10:28:56 AM 00:04:39 70000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Disconnected by Agent 00:00:08 00:04:31 00:00:00 Jun 1, 2016 10:50:45 AM 00:09:34 80000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Disconnected by Agent 00:00:07 00:09:27 00:00:00 Jun 1, 2016 11:15:46 AM 00:31:01 90000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Party Disconnected 00:00:33 00:27:57 00:02:48 Jun 1, 2016 11:24:32 AM 00:10:02 11000000000 Inbound DMH Crisis Ln 888-793-4357 (4813805) DMH Crisis (41) Party Disconnected 00:00:13 00:04:54 00:04:55 -- You received this message because you are subscribed to the Google Groups "RBASE-L" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. For more options, visit https://groups.google.com/d/optout.
Sample Test Data file.xlsx
Description: MS-Excel 2007 spreadsheet
