Custom column sample formulas

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Note: The formulas are copy-paste friendly.

Use case	Sample Formula
Transfer rate based on handle for customers that prefer a different denominator	`(Transferred / Handle) * 100`
Percentage answered with outcome-based denominator instead of being based off offered count.	`(Answer / ( Answer + Abandon + Flow-Out ) ) * 100`
Average hold based on handle count	`Total Hold / Handle`
Create custom calculation for all three options listed in Configure contact center analytics options so that they can be applied to specific scenarios	All three options enabled: `((Answer - Over SLA) / (Answer + Abandon + Flow-Out)) * 100` Include flow outs enabled: `((Answer - Over SLA) / (Answer + Flow-Out)) * 100` Include abandons enabled (exclude short abandons): `((Answer - Over SLA) / (Answer + Abandon - No Short)) * 100` Include flow outs and abandons enabled (exclude short abandons): `((Answer - Over SLA) / (Answer + Abandon - No Short + Flow-Out)) * 100`
Offer count that excludes conversations that disconnected quickly	`Offered - Short Abandon`
Average ACW using handle as denominator	`Total ACW / Handle`
Average handle that excluded hold time	`(Total Handle - Total Hold) / Handle`
Occupancy that includes Communicating	`((Total Interacting + Total Communicating) / (Total Interacting, Idle, and Communicating)) * 100`
Percentage of alerted conversations that were answered	`(Answer / Alerted) * 100`

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