4 Replies Latest reply on Dec 19, 2012 6:41 AM by brian.johnston.0

    Call Center Time Measures

    brian.johnston.0

      Greetings...I am a very new Tableau user and am currently working on a Viz for Call Center metrics.  I have measures such as Average Call Length, Avergae Hold Duration, and Average Time to answer.  These measures are currently formatted in the data as HH:MM:SS reflecting the actual time spent in each of the categories.  After Connecting with Tableau, I changed the data type to Date/Time and then the field properties date format to a custom of HH:MM:SS.....Unfortunately it is identifying record with an avg time of  00:03:46....as 03:46:00AM....any thoughts or suggestions would be very much appreciated!  Thanks!

       

      Brian

        • 1. Re: Call Center Time Measures
          Alex Kerin

          What does the original data look like in your file? Can you post a few lines?

          • 2. Re: Call Center Time Measures
            brian.johnston.0

            The data currently resides in a Cube and looks like this....

            Issue TypeAvg_Length_Per_Call Avg_Length_Per_Ticket

            Access Issue 5:03 3:14:55

            General Help 8:50 18:34:45

            General Help and Transfer 3:47 51:37:40

            Internal Request 3:06 59:30

            Other 6:26 8:25:15

            Production 3:46 37:43:11

            Research Issue 6:03 36:24

             







































            Avg_Length_Per_CallAvg_Length_Per_Ticket
            Access Issue5:033:14:55
            General Help8:5018:34:45
            General Help and Transfer3:4751:37:40
            Internal Request3:0659:30
            Other6:268:25:15
            Production3:4637:43:11
            Research Issue6:0336:24


            Avg_Length_Per_Call
            Avg_Length_Per_Ticket


            Access Issue
            5:03
            3:14:55


            General Help
            8:50
            18:34:45


            General Help and Transfer
            3:47
            51:37:40


            Internal Request
            3:06
            59:30


            Other
            6:26
            8:25:15


            Production
            3:46
            37:43:11


            Research Issue
            6:03
            36:24







































            Avg_Length_Per_CallAvg_Length_Per_Ticket
            Access Issue5:033:14:55
            General Help8:5018:34:45
            General Help and Transfer3:4751:37:40
            Internal Request3:0659:30
            Other6:268:25:15
            Production3:4637:43:11
            Research Issue6:0336:24
            • 3. Re: Call Center Time Measures
              Tracy Rodgers

              Hi Brian,

               

              The issue I see here is that although these are in time format, it is not the actual time, i.e. the Average Length per call did not happen on 12/18 at 5:03 PM, rather the average call was 5 minutes and 3 seconds. What type of cube are you using? Are you able to take a screen shot of the data box?

               

              -Tracy

              • 4. Re: Call Center Time Measures
                brian.johnston.0

                Hi Tracy;

                 

                Thanks for your response!

                 

                I am using a SSAS cube.  Also, I am so new I am not entirely sure what a data box is.  I apologize for my newness.

                 

                I have also tried connecting to the SQL View that builds the cube and have had better success.  The view is aggregated at the day and CSR level, and the duration is in seconds.  Through using some code I found on the forum, I calculate the average duration in MM:SS by separating the two and then combining them together.  This is working great at the day level, however when I try to aggregate it, the average is a straight average versus a waited average.  I have attached a screen shot to show it in a clearer picture. 

                 

                Brian