General Technical Discussions for Service

Get Involved. Join the Conversation.

Topic

    jroach
    Building a Tool to Track Daily Production Time for Agents
    Topic posted September 6, 2019 by jroach Green Ribbon: 100+ Points 
    24 Views, 5 Comments
    Title:
    Building a Tool to Track Daily Production Time for Agents
    Summary:
    We are looking into replacing an old Access DB that the team uses to input daily production time, which is used to build performance metrics.
    Content:

    So far I've built a custom object and workspace to capture daily scheduled hours, overtime, out of production time, etc.  That goes into calculating an adjusted hourly production figure for each agent.  This daily value, along with their performance data from OSC is used to build monthly, quarterly, yearly performance metrics.  That's how we want it to work.

    I've hit a roadblock with how to calculate these values in OSC, based on the inputted data.  For example, I have 5 fields to capture various amounts of time they are not available for working incidents, like checking emails, meetings, breaks.  I want to add these column values together and then ultimately do some more calculations but I'm not able to figure out how to do this on the workspace or in analytics. 

    Ex:  time_1 + time_2 + time_3 + time_4 = Total Time Out

    scheduled_hours + overtime - makeup_time - Total Time Out = Production Hours

    Am I reaching beyond the out of the box abilities of the tool?  Will I need to export the data and use Excel for the calculations and reporting, or create a custom Add On?

    Any guidance would be appreciated.  Thanks!

    Version:
    18A

    Comment

     

    • Gursimran Singh Saini

      Easy, doable.
      Use Variables in Reports to simplify your equations.

      More specifically, create "Replacement Value" Variables.

      • jroach

        Thank you for the advice!  I'm still struggling to find any documentation on how to add multiple columns values, such as my example Time_1 + Time_2....to create a combined value.  Are you aware of any documentation with information on syntax for this type of expression?

    • Sebastiaan Draaisma

      Press the F1 button on your keyboard and enter Functions
      http://documentation.custhelp.com/euf/assets/devdocs/cloud19b/olh/Analytics/topicrefs/c_Functions_ah1134285.html

      concat(str1, str2)

      This function combines input character strings from multiple expressions into a single output string. Two or more expressions can be appended with this function. For example, the expression concat('www.','global','.com') returns the value www.global.com.

      To enter dates together yo could just convert them to seconds first and add them up and reformat
      Alternatively, depending on the datatype (rel_date_diff) use it in a custom script.

    • Gursimran Singh Saini

      In order to Add / Subtract / Multiply / Divide, use the same mathematical operators in the Column Definitions. Its not there in the documentation but it works.

      For example, you have two Integer Custom Fields: incidents.c$amount1 and incidents.c$amount2

      In a Report column, following expressions are allowed:
      incidents.c$amount1 + incidents.c$amount2
      incidents.c$amount1 - incidents.c$amount2
      and so on..

      Remember to add a space before and after the mathematical operator. Without space it throws errors.