Percentage Calculations

[CCSlice]

Cognos 8

Hi Everyone!

This is my first post, please be gentle  ;)   I am trying to construct  a report that shows transfer data.  This is really a two-fold problem: My challenge at the moment is trying to calculate the percentage of calls transferred of their total calls and to bring in total calls for a monthly period.  Let me explain:

Query
Agent ID
Transferred (# of calls transferred)
Skill
Non-Transferred Calls
Calls Handled (created a data item which =Non-Transferred + Transferred)
Transfer Rate (created a data item which = Transferred/(Non-Transferred + Transferred)

A filter exists on Skill = 101

Now I realize that the result of this query will show all the transfers from skill 101.  But my questions are the following:

• How do I show this total (skill 101) from all skills that an agent would work?
• How do I calculate the percentage?

I appreciate any help on this. Let me know your thoughts.

[Suraj]

How do I show this total (skill 101) from all skills that an agent would work?
>>If the query is filtered for 101, you have to create another query that is not filtered for 101 and then join these two at agent id in order to have total for 101 and total for all other skills.

How do I calculate the percentage?
After you have the data, you can simply do:
total(transferred calls)/ total(calls) or similar logic...

[CCSlice]

Hi Suraj!

Thanks for replying to my post but I still don't understand.  Are you saying that even though I have a filter on my skill I can still get a total of all calls an agent would make (ie. all skills)?  Wouldn't I need to get this into a different query and then create a join?  Let me know your thoughts.

[Suraj]

Yes,
that's what I said above...

>>If the query is filtered for 101, you have to create another query that is not filtered for 101 and then join these two at agent id in order to have total for 101 and total for all other skills.