Calculating TRUE CALLS PER HOUR in a Call-Center ....

[robicho]

Hello all Experts!
This is probably going to be a walk in the park for you but for me....it has been very frustrating. I work in a Call Center where we must meet a certain amount of inbound and outbound calls in order to get our contract renewed. Our weekly and Year-to-Date totals are normally provided to us on a weekly basis but we did not get any in December and early January as they told us their spreadsheet was not working correctly for that period of time.

I finally got my report for the entire month of December up to January 18th but their numbers just don't seem right. So I created my own spreadsheet to understand their calculation but most importantly, so that I have the tools to provide my own calculations during my performance review in March if their numbers are not correct.

Can someone provide me with the formula for each column in "TOTAL WEEK" and cumulative "YEAR-TO-DATE" ?
My spreadsheet is here: http://www.reportcentral.info/TCPH_Sep2012-Mar2013-Land.xls

Thanks in advance!!
robicho

<img src="http://www.reportcentral.info/TCP-pic.jpg" style="width:800px;">

 

[hippiehacker]

doesn't look to complicated

in L4
=SUM(B4;D4;F4;H4;J4)

in M4
=SUM(C4;E4;G4;I4;K4)

in N4
=IF(ISNUMBER(N3)=TRUE;N3+L4;L4)

in O4
=IF(ISNUMBER(O3)=TRUE;O3+M4;M4)

drag the formulas down

 

[robicho]

Hi hippiehacker,
I should have explained the end result better. The calculation is the AVERAGE calls per hour per day on a weekly basis then converted to the AVERAGE Year-to-Date.

=AVERAGE(B4,D4,F4,H4,J4) converted to =AVERAGE(???) per week then converted to =AVERAGE(???) per year.
The daily numbers are provided to me BUT, I need the formula to calculate the AVERAGES for the week and then for the year-to-date.

If absent on a certain day, it does not affect (decrease) the number of calls/hour in a 5-day period.
<img src=" http://www.reportcentral.info/TCP-pic.jpg" style="width:800px;">

I hope it makes sense!
robicho

 

[hippiehacker]

like this?

in L4
=AVERAGE(B4;D4;F4;H4;J4)

in M4
=AVERAGE(C4;E4;G4;I4;K4)

in N4
=IF(ISNUMBER(N3)=TRUE;AVERAGE(N3;L4);L4)

in O4
=IF(ISNUMBER(O3)=TRUE;AVERAGE(O3;M4);M4)

drag the formulas down

 

[robicho]

Thanks hippiehacker,
I am getting an error in columns N and O with the formulas (will not accept formulas)
<img src:"http://www.reportcentral.info/Error-Average.jpg">

 

[hippiehacker]

what error?

 

[robicho]

Here is a print screen of it:

N3 and O3 are just text ... was linking to them intentional?

 

[hippiehacker]

the isnumber function checks if a cell is number or not and return a true or false don't see the problem there.