7
montana
7y

So, I produce a monthly report for our customer service department each month, and this report includes various statistics related to our company's support performance. Two of the included statistics are the "Average Speed of Answer" (ASA for short) and the "Abandoned Call percentage" (ABD % for short) that are derived from client calls to support.

The formulae for these values are:
- ASA = time in seconds all calls that were answered spent waiting to be answered divided by the number of answered calls - displayed as hh:mm:ss

- ABD % = number of abandoned calls minus those that were abandoned in under 10 seconds (referred to as "short abandoned") divided by the sum of total calls that were offered minus the sum of short abandons & transfers

These statistics are also included in a daily version of the same report that all Customer Service leadership personnel have access to.

Now, every single fucking month the same Sr. Manager always has some kind of "discrepancy" with the monthly report that ALWAYS boils down to his dumbass trying to average shit on the daily Excel reports for that month and it being different than what the monthly report is showing. Now, these reports ONLY display the calculated value for any calculated fields mind you - not the raw values of the DB fields used in said calculations.

This month I have to tell this shit-for-brains that you can't just take an average of ASA & ABD % from the Daily's and compare them to the Monthly numbers because their calculated fucking fields!!!

Come to think of it, this has been his issue for like the past 5 months, and I seriously can't fix stupid!

Sometimes I just wanna reply to his snarky ass, corporate bullshit emails like, "BRUH!, The only motherfucking discrepancy I can locate is your IQ and your fucking title - that shit don't correlate homie! Need to take that ass back to High School statistics or something!"

But I digress...

TL;DR
I have to deal with a Sr. Manager who doesn't fucking realize you can't average a calculated field from a daily report and think it's gonna match up with the monthly report. I believe he is borderline retarded, and I often wonder how he got the "Sr." In his title let alone "Manager".

Oh wait, this is corporate America - you just gotta kiss the most ass... never mind.

Comments
  • 2
    I'm not sure that I follow your math, but I empathise with your situation.

    Is there data in the monthly report that isn't in the dailies?
  • 2
    @starless took me a sec too, but it boils down to a weighted average != average
  • 2
    @starless - my bad, none of the raw data used for the calculated fields is included in either report. They have to be queried from the DB.

    So, this guy is essentially averaging the daily Average Speed of Answer (which is a mm:ss time value) & daily Abandon Rate (which is a percentage) thinking that it'll give him the monthly ASA & ABD %.
  • 1
    I apologize for this not making a lot of sense - I was pretty heated at the time lol
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