Data set from report not matching excel entry

[JackReacher85]

Good afternoon all,

Some context before i state my query, i work in a call centre, i am able to access a report that tells me how my previous days work went etc, such as Avg Talk time, Avg Hold Time and Avg Wrap time, this then gives what is known as an Overall CCT which is simply arrived by adding up the talk, hold and wrap time together. The times given are in seconds.

Within my spreadsheet i have entered each day for the month of January (there are days missing as these were non working days) and i have entered in each column the relevant timings for each heading as shown in the sheet below.

The issue i have is that the report i take this information from shows me a month end average for Talk, Hold & Wrap which then provides the month end CCT for me. Within my spreadsheet i can not get it to calculate to reflect what the report says, to which tells me that my Talk time is 411.62 my Hold is 19.86 and my Wrap is 2.09 for the month of Jan, but i cant fathom how i get to those figures to show in my excel data set. Im told that the way the report runs is on a month to date basis if that helps at all.

Can any of you help me figure out what i need to do to get the data in my spreadsheet to show the month end figures for January as per the reports month end figures of 411.62, 19.86 & 2.09?

Date	Talk	Hold	Wrap	CCT
Mon 04 Jan 21	321.67	19.35	15.14	356.16
Tue 05 Jan 21	318.00	0.20	0.00	318.20
Wed 06 Jan 21	491.27	5.40	0.00	496.67
Thu 07 Jan 21	352.56	11.22	0.00	363.78
Fri 08 Jan 21	367.71	0.05	0.00	367.76
Sat 09 Jan 21	604.88	21.69	0.00	626.57
Mon 11 Jan 21	395.56	0.22	0.00	395.78
Tue 12 Jan 21	455.17	0.11	0.00	455.28
Wed 13 Jan 21	580.62	41.31	0.00	621.93
Thu 14 Jan 21	759.56	39.11	0.00	798.67
Fri 15 Jan 21	280.31	28.62	0.00	308.93
Mon 18 Jan 21	371.34	17.94	0.00	389.28
Wed 20 Jan 21	295.72	0.17	0.00	295.89
Thu 21 Jan 21	447.43	24.10	0.00	471.53
Fri 22 Jan 21	220.50	19.15	0.00	239.65
Sat 23 Jan 21	414.55	8.60	0.00	423.15
Tue 26 Jan 21	1041.25	48.25	0.00	1089.50
Wed 27 Jan 21	473.56	110.69	0.00	584.25
Fri 29 Jan 21	366.82	0.09	0.00	366.91

 

[johnny51981]

A question I would ask of the Month End Report, if you don't know what it is already, would be What is the Reporting Date Range? Is it Calendar or does it run on a different/fiscal/reporting month? Example, my company's reporting months are the 22nd through the 21st.

 

[JackReacher85]

A question I would ask of the Month End Report, if you don't know what it is already, would be What is the Reporting Date Range? Is it Calendar or does it run on a different/fiscal/reporting month? Example, my company's reporting months are the 22nd through the 21st.

The reporting period is from the start of the month to the end of the month so January would be 1st to 31st.

 

[johnny51981]

Ok, another question that just hit me is, can times be adjusted after you have done your daily recording?

 

[JackReacher85]

Ok, another question that just hit me is, can times be adjusted after you have done your daily recording?

They can’t be adjusted once recorded as they come direct from the telephony systems etc.