I dont know if this post belongs here or not. I am a reporting analyst and am trying to set up a new productivity and availability measure in a call center environment. I have a very big weak spot for queries. I have been trying to find out on the internet some queries that may help but have not found too many. Does anyone know any good websites for assistance with queries?
Here is the daily report process:
siemens phone system-reports log on and off times on phone. It shows number of calls, availability as a percent, work as a percent (work is a phone status- after hanging up with a customer the associate is supposed to go into work state if they have notes to finish on the call) this number should be relatively low. Around or above 20%. The number coincides with the availability the rep is for customers. They should be about an 80% avail rate.
The numbers tie together like this- basically transactions per hour the rep is doing which gets broken down in to minutes. I have set up the tables to show log on time in hours and minutes.
IE: they logon at 7:55, this would show as log on hour 7 log on minutes 55. This all gets broken down by transactions per hour- converted over to transactions per minute....If this makes sense to anyone please respond. If you have questions please ask- as i know this does not seem clear the way i have written it out. The end result should be this- per rep, transactions a day in minutes and the availibility in a percent to assist the customers. Any help on where I can get information on queries- good information as I am very weak in queries.
Thank you in advance,