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Overlapping times a chat agent supported an end user

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venkatrr

New Member
I want to calculate how many instances every chat agent handled more than one chat (2 or 3 or even 1) at a time and helped end user. The CSV report that I receive has the start (Col C) date, time and end date, time (Col D) of every chat, duration (Col E) and the agent name ((Col P) that supported the chat.

Any help is highly appreciated.

Thank you.
 
venkatrr
You want to calculate ... base CSV-report, okay.
What could others do ... without Your CSV-report?
... except wait for a sample of CSV-report
... as well as expected results based You sample.
Do Your CSV-report has columns?
 
Depending on your data structure like @vletm rightfully asks, and on your version of Excel, you can import the csv in a PowerPivot. Offering almost unlimited data analysis power. Given you are looking for time intelligence, that might be the best option.
Going by your description, the data looks rather straightforward. So you can connect an external source to a standard pivot as well, either via Power Query or even a legacy data connection (for older excel versions). In this setting you would need to generate some pivots and unleash formulae on them.
  1. Insert Pivot
  2. use external data source
  3. browse for the csv
  4. use legacy text import
  5. (check "add to data model" when it is available)
    74498
 
The number of calls active once the agent responds to a new call could be given by

74505

If you feel like shopping for addins Charles Williams has functions the will improve the performance of Excel as well as extending its functionality.

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