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Calculating a 'Total Percentage' in a report

Received Response
edited May 26, 2015 11:19AM in Reporting & Analytics for B2C Service 4 comments


Hi guys,

I've been pulling my hair out over this one and was hoping someone on here will be able to point me in the right direction!

I have a report titled 'Questions Avoided by Intervention', which basically shows us the success rate percentage of Smart Assist on our customer portal. An example of the table is shown below:

Date Questions Submitted Questions Confirmed Questions Avoided %       
1/5/15 50 45 5 10%
2/5/15 65 57 8 12%
Total 115 102 13 ???


The 'Questions Submitted' column shows the amount of times the customer tried to send us a support email. 'Questions Confirmed' is the total amount of emails actually sent to us. The difference between these is 'Questions Avoided', which shows the amount of times Smart Assist was successful in diverting the customers enquiry.

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