1 Reply Latest reply on Nov 14, 2018 8:36 AM by Don Wise

    Calculating Time to hit proficiency

    stephen.desmond

      Hi all,

       

      I'm currently working with a call center dataset trying to calculate the time to proficiency for agents.

       

      Agent performance is measured based on a positive response rate value and I'm looking to calculate the number of weeks it takes an agent from their first contact to the date they achieve above the average PRR score for their location and contact skill.

       

      What's the best way for me to calculate this?

       

      I've tried a datediff formula between the first contact date and todays date and applying a filter if PRR is greater than running PRR.

       

      Any suggestions? I'm working on an obfuscated dataset so I can share a workbook to illustrate this better and should have this tomorrow.

       

      Thanks in advance.