1. Tracking calls with long wait times
Let's say the leadership team at Oakmark wants to track the percentage of calls that are considered long waits. Specifically, they want to focus on calls where customers were on hold longer than a certain number of minutes, but they would also like to dynamically change that number limit to see how this impacts the analysis.
In our Call Logs table, we have a minutes on hold column calculating the minutes between call received and hold end time, ana a minutes on call column calculating the minutes between hold end time and call end time.
Let's start by going to the add an element bar, selecting controls and adding a Number Input.
Double-click the label to rename it as Time Threshold (mins).
In the properties tab, let's update the Control ID to ce-time-threshold. Since this ID is how we'll reference the user's input in a formula, I like to either add a prefix or a verb to my label to distinguish between other data source columns that might be similar.
Next, let's go back to our table to add a calculation comparing the input to the minutes on hold column.
In the formula bar, we'll type in Minutes on Hold is greater than, then type in control ID, CE-time-threshold. Note the controls icon next to this field's name so we know that's a control element.
Let's rename this calculation to Over Threshold? And test it out by typing in some different numbers.
This control gives us great flexibility in understanding which calls are on hold for longer than a specific time, but what if we want to compare the entire length of the call?
Let's add another control to let users switch between Minutes on Hold and Minutes on Call.
This time, when we go to the add an element bar and select controls, let's use a segmented control.
Segmented controls create interactive buttons based on values we identify.
First, let's rename this to Select Minute Type.
Then, in the Control ID, let's call it Minute-Selector.
We can keep the value source as manual list and value type as text because we'll type in our own options and let's turn off Set Display Value to keep things simple.
The first option is Minutes on Hold and click enter to add Minutes on Call.
We now have two buttons or selectors for our end users to choose between and now, let's reference it in our over threshold formula.
In the formula bar, instead of minutes on hold, let's use an IF statement to tell Sigma what to do depending on the user selection. The formula we need is: If the minute selector equals the text of Minutes on Hold, then use the Minutes on Hold column. Otherwise, use the Minutes on Call.
We can keep the time threshold comparison as is.
Now, when a user clicks on the Minutes on Call selector, we see the over threshold calculation switching to evaluating the minutes on call and we can still change the time threshold.
These give users more flexibility without needing to change the logic behind the scenes.
Now it's your turn! In the following exercises, you'll create parameters that let Oakmark change inputs to see different results and toggle between views of call volumes and agent utilization. Let's get started.
2. Let's practice!