Thank you for supporting the Cloud Customer Connect Community in 2024. It's a gift to work with you!

Look back
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Avg/Total Handle Time by Supplier (Organization)

edited Nov 10, 2016 4:15PM in Reporting & Analytics for B2C Service 2 comments

Content

Hello,

 

I am working on a report that requires the Avg. Total handle time by supplier.  How is this calculated?  I copied the following formula from a different report but it does not seem to work:

 

to_number( to_char( sum( if( inc_performance.intv_type = 4, inc_performance.rel_time ) ) / sum( if( inc_performance.intv_type = 4 & inc_performance.rel_time >0, 1 ) ) ) )

I copied this formula from a report that shows it by Agent, but I want it by Supplier (Organization), is there anything I need to do to make this work? Can someone help explain this to me, I am new to Oracle.

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!