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Creating a formula—an example
The following procedure shows how to create a formula that can be used in
custom reports or displays. The purpose of this example is to familiarize
you with Reverse Polish Notation (RPN), and the different steps involved
in generating a formula.
In this example, the percentage of all calls that queue overflowed into an
ACD-DN is calculated. The following formula, QOverflow% is created:
QOverflow% = –––––––––––––––––––––––––––––––––– x 100
Note: To achieve a percentage value, you must multiply an equation
by 100.
Follow the procedure carefully the first time through, entering each field in
the indicated order. Once you are familiar with the various fields and with
RPN calculations, experiment by selecting a different statistics group or by
editing an existing formula.
1
For the Statistics Group field, choose " Destination ACD-DN Statistics "
(which is the default in this case) from the [Options] menu.
2
For the Default Display Format field, choose "Percentage" (which is the
default in this case) from the [Options] menu.
3
For the Minimum Display Width field, enter 5.
This entry determines the width of the field to be used in report or
display.
4
In the In Menus field, enter the Formula title: QOverflow
5
Move the cursor bar to the In Columns field, press [Edit Field], enter:
and press [End editing] to exit edit mode.
6
In the In Graphs field, enter:
Refer to Figure 7-11 to review the Formula Definition screen.
Network Administration Center Supervisor's User Guide Product release 2
Num QOF Calls
Calls Answered + Calls Abandoned
QOVFL
%
QOVFL%
Network Report Definition 7-55
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