Custom Report Formulas - HTML

Summary

This article covers how to spin up a basic custom HTML formula, and some of the basic knowledge required to help you such as covering order of operations. 

As always, ask multiple probing questions to determine not only what data they want, but why they want it.  Often times people may use incorrect verbiage to describe the data they want, so it is important to take a step back and ask what they are trying to determine from the data. 

Some useful and common formulas are also listed below, and we will expand upon these as we go

• % of answered calls that are also abandoned
• % of abandoned calls in queue
• SLA % - Calls answered < X queue time
• Call count with Talking time < 10 seconds (If you suspect agents are hanging up on calls to quick)

Supported Characters for Formulas

• ( ) for order of operation
• * for Multiply
• / for Divide
• + for Addition
• - for Subtraction
• ** for Exponents
  • Note From Development:  It is important to note that behind the scenes, our Chronicall software uses Javascript Math Functions.  If you would like to learn more, you can find beginner details here, and more granular details here and here per our inhouse JavaScript guru Mark.

How To Create A Custom Formula In The HTML Interface

1. Log into your web HTML interface, and select My Reports
   
   
   
   
2. Search for Group Summary report in the search box and results should auto populate
   
   
   
   
3. Select the (...) over to the far right of the report in question, and select Duplicate so we have a copy of the report we can tinker with
   
   
   
   
4. Find the duplicated report, then select the (...) next to the duplicated report.  Then select Edit
   
   
   
   
5. From here, click the (...) in the top right, and then select Manage Formulas to get to the next step where we can create a custom formula
   
   
   
   
6. Select the + sign to create a new custom formula
   
   
7. Create the new formula
   1. Give the new formula a Title
   2. Pick which format you would like the new formula to use.  In this one, we are going to use the value Percent since we are calculating a percentage.  In this specific example, we are going to calculate the abandoned call percentage, since the default value doesn't always line up to custom expectations
      • Per Diana, may be a bug, will troubleshoot further but she has reported those values not lining up until you recreate it
   3. Select the + sign to create a new value for {0} for this formula
      
      
      
      
8. Select the value you would like to use for {0} in the formula from the Search drop down box.  In this example we are trying to calculate the Abandoned Call %, so I have selected Abandoned Call Count. Now select Save to save this value to the formula
   
   
   
   
9. Select + again to create another value for the custom formula
   
   
   
   
10. For the second value {1} we want to select Presented Call Count from the drop down box since we are going to be diving the abandoned calls by the presented calls.  Then select Save
    
    
    
    
11. Add a divide symbol between the {0} and {1} to dive the {0} value (abandoned calls) by the {1} value (presented calls) to create a cohesive formula
    
    
    
    
12. Now if you select Manage formulas again, you can see the newly created formula
    
    
    
    
13. Formula displayed here 
    
    
    
    
    
14. Search for the newly created formula, and select it from the drop down box.  Then select Add Column to add the column to the report
    
    
    
    
15. Now you should be back to the report preview screen, and if you scroll over to the right you should see the new report column added
    
    
    
    
    • Do note, that you can drag this value from its header to where you want it to sit in the report.  In the example above, I dragged it over to the far left to show it next to the groups in the preview
      
      
16. Hit Next on the bottom left to go to the reports Add Summary Metric page.  You can add some summary metrics here, or hit Next again to get to the final page of the edit reports screen
    
    
    
    
17. On the Finalize Report screen, you can either save this edited report as a copy or overwrite the original.  In this instance it would be safe to overwrite the original, but just for best practice training lets go ahead and save as a copy again. 
    • Update the name so it doesn't overwrite the duplicated report you already created if you are saving as a copy
      
      
      
      
18. Select Save Report as shown above and now you should see it listed in your list of reports