Thursday, June 08, 2006

New Job

Sorry I've been away for so long! I've been working hard on my new job, which seems to be flying by.
I'm now a data development analyst, building databases for 9 RCCs throughout the UK.
I have a slightly frustrating time at the moment, in that although I can speak "Techie" and "Lamans" I have to be able to understand how everything actually works. Not how to do it, or how its been set up, or what it stands for; how it works and what it is.
For example, "Calculate AHT by grabbing a sum of ActTalkTime for each StaffNo from dbo_tblAgCalls, and dividing it by CallsTaken, adding a date criteria of >Date()-2 where 2 is the number of days you want to go back". What?!
Ok, AHT is Average Handling Time, so we know that we're aiming for the average duration of each call a staff member handles (either makes or receives).
To work that out, we need the total amount of time they've spent on calls, and the number of calls they've taken.

The total amount of time is nice and easy, sum([dbo_tblAgCalls]![ActTalkTime]) adds up (sum) all of the talk times (ActTalkTime) from the agent calls table (dbo_tblAgCalls).
eg: call 1=2 mins, call 2=6 mins, call 3=22 mins. 2+6+22=30

The number of calls is also easy - Sum([dbo_tblAgCalls]![CallsTaken]), adds up all of the calls taken (CallsTaken) from the agent calls table (dbo_tblAgCalls).
eg day 1=1 call, day 2=2 calls 1+2=3 calls

We then divide the total talk time by the number of calls to get the average talk time per call - 30 mins / 3 calls = 10 mins per call.

You can also add a criteria (rule) into access, which limits the records it looks at. Under the date information you can ask it to look at dates greater than todays date, minus however many days. (> = greater than, date() = todays date, -2 = take away 2 days).

That's just one figure!! I'll learn it eventually!

Oh, and just in case you were wondering, yes Evan is still in Laura's tummy.


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