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Determining answer rate for calls in call center

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  1. #1
    Registered User
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    07-24-2015
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    Excel 2013
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    Determining answer rate for calls in call center

    Hello,

    I'm pretty new to using Excel so this might be an easy fix but I'm looking at 2 columns of info to determine answer rate of a call center by dealership. For example, campaign1, campaign2 and campaign3 show 'call answered', 'call missed' or 'sale made' and i need to count how many from campaign2 were 'call answered' and 'sale made'. So I need a formula to filter through the Disposition column to find and count specific dispositions by specific campaign. I have an example that I will attach with the dispositions that need to be removed. If anyone can provide a formula I can adapt to other areas as well, that would be amazing!

    Thank you,

    Paul Z.
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