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Matthew27
Matthew27
Newcomer
December 11, 2025
Question

(Talk) Report showing percentage based on two running totals in an hourly chart

  • December 11, 2025
  • 2 replies
  • 78 views

I am trying to figure out how to do an hourly chart showing a percentage of two running totals.
The running totals are "incoming calls" and “Call wait time (sec)) <= 59”.  This gives us our SLA percentage.

 

We want to be able to see the OVERALL SLA hourly in the chart, NOT the SLA for the hour segment.
 

I have played with Result Path Calculations based on running total with no success.

Paying for a custom formula is not going to happen as this type of formula should be able to be created within the report tools.
 

I would appreciate any help or advice possible.

      2 replies

      Rj55
      Rj55Employee
      Employee
      December 27, 2025

      Hi Matthew <@matthew27>,
       

      It looks like we need to investigate this further. I have proactively created a support ticket for you to provide additional assistance. 

      Thank you.

      Francis14
      Francis14Employee
      Employee
      January 20, 2026
      Hi Betty,
       
      You’ve got the right approach for calculating an overall hourly SLA using summary formulas over running totals instead of percentages at each interval. 
       

      Here are some additional tips:

      • Verify the running total aggregation resets at the start of each day if your report spans multiple days.
      • Ensure you exclude hours with zero calls or handle dividing by zero gracefully.
      • Label your summary formula clearly to avoid confusion with hourly SLA percentages.
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