JackReacher85
Banned user
- Joined
- Sep 14, 2021
- Messages
- 15
- Office Version
- 2016
- Platform
- Windows
Good afternoon all,
Some context before i state my query, i work in a call centre, i am able to access a report that tells me how my previous days work went etc, such as Avg Talk time, Avg Hold Time and Avg Wrap time, this then gives what is known as an Overall CCT which is simply arrived by adding up the talk, hold and wrap time together. The times given are in seconds.
Within my spreadsheet i have entered each day for the month of January (there are days missing as these were non working days) and i have entered in each column the relevant timings for each heading as shown in the sheet below.
The issue i have is that the report i take this information from shows me a month end average for Talk, Hold & Wrap which then provides the month end CCT for me. Within my spreadsheet i can not get it to calculate to reflect what the report says, to which tells me that my Talk time is 411.62 my Hold is 19.86 and my Wrap is 2.09 for the month of Jan, but i cant fathom how i get to those figures to show in my excel data set. Im told that the way the report runs is on a month to date basis if that helps at all.
Can any of you help me figure out what i need to do to get the data in my spreadsheet to show the month end figures for January as per the reports month end figures of 411.62, 19.86 & 2.09?
Some context before i state my query, i work in a call centre, i am able to access a report that tells me how my previous days work went etc, such as Avg Talk time, Avg Hold Time and Avg Wrap time, this then gives what is known as an Overall CCT which is simply arrived by adding up the talk, hold and wrap time together. The times given are in seconds.
Within my spreadsheet i have entered each day for the month of January (there are days missing as these were non working days) and i have entered in each column the relevant timings for each heading as shown in the sheet below.
The issue i have is that the report i take this information from shows me a month end average for Talk, Hold & Wrap which then provides the month end CCT for me. Within my spreadsheet i can not get it to calculate to reflect what the report says, to which tells me that my Talk time is 411.62 my Hold is 19.86 and my Wrap is 2.09 for the month of Jan, but i cant fathom how i get to those figures to show in my excel data set. Im told that the way the report runs is on a month to date basis if that helps at all.
Can any of you help me figure out what i need to do to get the data in my spreadsheet to show the month end figures for January as per the reports month end figures of 411.62, 19.86 & 2.09?
Date | Talk | Hold | Wrap | CCT |
Mon 04 Jan 21 | 321.67 | 19.35 | 15.14 | 356.16 |
Tue 05 Jan 21 | 318.00 | 0.20 | 0.00 | 318.20 |
Wed 06 Jan 21 | 491.27 | 5.40 | 0.00 | 496.67 |
Thu 07 Jan 21 | 352.56 | 11.22 | 0.00 | 363.78 |
Fri 08 Jan 21 | 367.71 | 0.05 | 0.00 | 367.76 |
Sat 09 Jan 21 | 604.88 | 21.69 | 0.00 | 626.57 |
Mon 11 Jan 21 | 395.56 | 0.22 | 0.00 | 395.78 |
Tue 12 Jan 21 | 455.17 | 0.11 | 0.00 | 455.28 |
Wed 13 Jan 21 | 580.62 | 41.31 | 0.00 | 621.93 |
Thu 14 Jan 21 | 759.56 | 39.11 | 0.00 | 798.67 |
Fri 15 Jan 21 | 280.31 | 28.62 | 0.00 | 308.93 |
Mon 18 Jan 21 | 371.34 | 17.94 | 0.00 | 389.28 |
Wed 20 Jan 21 | 295.72 | 0.17 | 0.00 | 295.89 |
Thu 21 Jan 21 | 447.43 | 24.10 | 0.00 | 471.53 |
Fri 22 Jan 21 | 220.50 | 19.15 | 0.00 | 239.65 |
Sat 23 Jan 21 | 414.55 | 8.60 | 0.00 | 423.15 |
Tue 26 Jan 21 | 1041.25 | 48.25 | 0.00 | 1089.50 |
Wed 27 Jan 21 | 473.56 | 110.69 | 0.00 | 584.25 |
Fri 29 Jan 21 | 366.82 | 0.09 | 0.00 | 366.91 |