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# EXCEL 2010:  Formula question

Posted on 2012-03-23
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Hello,

I have a spreadsheet that I like to use to keep track of inbound calls received.  I'd like to track the Inbound "Total New Tickets" received and compare them with the "Total COMPLETED tickets" done for the day, this way we get an idea what our incoming ticket to completed ticket ratio or percentage is.  What would be the best way to capture this metric?  The actual spreadsheet that I used is attached.

For example:

If we received "53" tickets that day and completed "70" what would be the TOTAL NEW TICKET (inbound)  vs. COMPLETION ratio?  i.e. For every 10 tickets received we are completing 15 or something like that.  What would be the best formula approach for this? If you know a better way to do it, i'm all ears.  Any help you could provide is greatly appreciated
metrics.jpg
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Question by:itsmevic
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Accepted Solution

byundt earned 500 total points
ID: 37759571
I would do the calculation as:
=TicketsCompleted / NewTickets        with result formatted as %

Ideally, you want a result around 100%. Less than 100% means that you are building a backlog--and may be understaffed. Greater than 100% means that you are shrinking the backlog, but may be overstaffed.
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Author Closing Comment

ID: 37769455
Awesome! Thank you!
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