Averaging Wait Time if an Inbound Call
Hello,
I have read through many of the other discussions and have not been able to find a solution to my issue. I am trying to average the wait time of inbound calls, based on a column called Offer Duration, and confirming that the column Queue Name has the word Inbound within the field. Below is the formula I am trying, but it comes back #UNPARSEABLE.
Formating of Offer Duration is 0:03:39
=AVG(COLLECT([Offer Duration]:[Offer Duration], [Queue Name]:[Queue Name], "INBOUND",))
Answers
-
Do you have a screenshot of your sheet that you can share?
-
Hi @NCH
The AVG function will be unable to parse your request as the data stored in your "Offer Duration" column is seen as Text and not Numerical.
In this instance, I would suggest just grabbing the minutes from the Offer Duration column for a general average. For example, you could translate any hours to 60 min, and round any seconds to either 1 or 0 to get the "minutes".
=VALUE(LEFT([Offer Duration]@row, 1)) * 60 + VALUE(MID([Offer Duration]@row, 3, 2)) + IF(VALUE(RIGHT([Offer Duration]@row, 2)) > 30, 1, 0)
Then since that Minutes column is numerical, you can then use your previous formula for an average:
=AVG(COLLECT([Minutes Duration]:[Minutes Duration], [Queue Name]:[Queue Name], "INBOUND"))
Cheers,
Genevieve
Need more help? 👀 | Help and Learning Center
こんにちは (Konnichiwa), Hallo, Hola, Bonjour, Olá, Ciao! 👋 | Global Discussions
Help Article Resources
Categories
- All Categories
- 14 Welcome to the Community
- Customer Resources
- 64.9K Get Help
- 441 Global Discussions
- 139 Industry Talk
- 472 Announcements
- 4.9K Ideas & Feature Requests
- 129 Brandfolder
- 148 Just for fun
- 68 Community Job Board
- 496 Show & Tell
- 33 Member Spotlight
- 2 SmartStories
- 300 Events
- 36 Webinars
- 7.3K Forum Archives
Check out the Formula Handbook template!