1. ## Measuring Wait Time

Hello community,

I'm working in a ranking for a call center and I'm measuring certain KPIs. One of them is "Wait Time" that an agent has during a call.

This is the formula I'm using to measure "Wait Time" which practically consists of: The less time an agent has of "Wait Time", the greater the percentage obtained in this metric, being the maximum percentage "25%".

The percentage obtained will obviously be obtained as long as the agent fulfills the established goal "F26" being "B26" the number obtained by the agent.

This formula what it does is to grant more percentage the smaller is the "Wait Time".

What I want this formula to do is that if the value obtained by the agent (B26) is greater than (F26), then start decreasing 25% from that moment.

Code:
`=IFERROR(IF(COUNT(B26)<1,"-",(IF(OR(B26="-",B26<=0%),25%,IF(B26>F26,0%,25%-(B26-0%)/(F26-0%)*25%)))),"-")`  Reply With Quote

Code:
`=IFERROR(MAX(MIN(25%-(B26-F26)/F26*25%,25%),0),"-")`  Reply With Quote

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