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",))

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CaraBart28

Do you have a screenshot of your sheet that you can share?

NCH

Genevieve P.

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

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