5 Replies Latest reply on Oct 2, 2015 7:35 AM by James Mesbur

    A job for LOD (level-of-detail) calculations?

    James Mesbur

      Background:

       

      I'm trying to create a visualization tracking the performance at a call center.

      We're tracking total calls handled, and the % of successful call outcomes.

       

      The issue is in the structure of the data in the SQL DB. It looks something like this:

       

      DateCallCenterCallReasonOutcomeCount
      2015-09-01AAABillingSuccess17
      2015-09-01AAABillingFailure23
      2015-09-01AAATechSupportSuccess31
      2015-09-01AAATechSupportFailure14
      2015-09-01BBBBillingSuccess17
      etc.

       

      I have to calculate the following directly in Tableau:

       

      All by date

      1. Total Calls (Success + Failure) by CallCenter

      2. Total Calls (Success + Failure) by CallReason by CallCenter

      3. Effectiveness % (Success/Total Calls) by CallCenter

      4. Effectiveness % (Success/Total Calls) by CallReason by CallCenter


      etc. (there are several additional metrics not shown in the table, but they all follow a similar pattern)


      I have a sneaking suspicion that LOD calculations are what I'm looking for, but can't figure out how to implement them in this case.


      Note that I can't upload a workbook as the data is proprietary.

       

      Thanks in advance for any guidance on this!