2 Replies Latest reply on Oct 18, 2016 9:45 AM by Shivi Bhatia

    AHT Calculation in AHT

    Shivi Bhatia

      Dear Team,

       

      I need to calculate AHT for a given business case. Please see the dummy excel data file for reference.

       

      In the excel file AHT = Total Call Time/# of Calls. I cannot use this calculation as it gives me average of average which is incorrect.

       

      So when i create a calculated field in tableau i have converted it to a dimension, Please let me know if this is the correct approach. There are 2 issues and analysis i need help on if this conversion of calculated AHT to dimension in correct:

       

      1. There are few values appearing as "Null" due to some missingness. How should i handle it
      2. This data is for 6 months. If for a given month the AHT lets say is 7 minutes (average), i need to highlight all those resources/employees who are above this threshold. How should i achieve this.

      Any form of visualization would work.

       

      Thanks in advance.