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Apr 21, 2014

Is there a way to accurately compute a conversion report that has agents with multiple roles? Right now it is done this way:

Agents are skilled to two skills, sales & service. They will make most of the bookings on sales (few bookings on service). I want a report that will calculate the agents who are on sales/service bookings vs calls while persons on service/sales bookings vs calls.

Right now, because the service/sales agents get way less sales calls, you will find that their overal conversion is way higher than an agent who is a sales/service agent. What this does is drive the overall conversion rate so high that it always favour the agents on service/sales, a sales/service agent is always disadvantaged.

Is there a way in excel where i can more accurately calculate this while maintaining some degree of parity?

See report attached

I have highlighted some of the SE/SA agents that are way high

Note: SE/SA = Service/Sales SA/SE = Sales/Service

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