IPCC Report formula for assess Agents performance

Hello everyone!
I need some kind of formula to assess the operation of our Agents in the Call Centre. The result of this formula (a number) will be used to pay bonuses to the agents.
Dont know exactly which data from the Historical Reports to use, but I quess Handle Ratio and Average Talk time could be the ones I need
First, I thought to multiply Handle Ratio to Average Talk, but it will not be fair. Example
Handle Ratio = 79%
Average Talk time = 77 sec
0,79 x 77 = 60.83
But if Handle Ratio is 100%, but the average talk time is 50 sec, then 1x50=50 which is less than 60.83 and it is not fair since 100% Handle Ratio is obviously better than 79%
If we just use the Handle Ratio, then the Agents may try to get rid of the customers as fast as possible to get more calls presented. This can affect the quality of the service
I got stuck here and I hope someone in this forum has ever dealt with something like this
Thank you!

The problem here is that agents sometimes ignore the calls and we try to motivate them to answer all the calls they receive. I could use the Handle Ratio for this, but there a thought that one agent may receive 100 calls and answer 100% of them, another may receive 200 and answer 80% which makes 160 calls. As a result first agent answer 100% calls (100 calls) the other one answer 80% calls but overall it makes 160, so she answered more calls than the first one. It means she did more work, but the first agent receives the bonus for 100% handle ratio. It may not be fair.
So I am trying to use all these showings in one formula, so we can use handle ratio and calls received and talk time all together

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Just be really sure that the wording of all your @Prompts is consistent throughout all the statements so you'll only receive one of each prompt.casewhen @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Today' then @Select(Dates\Current Date)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Yesterday' then @Select(Dates\Yesterday)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Tomorrow' then @Select(Dates\Tomorrow)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Prior Work Day' then @Select(Dates\Prior Work Day)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Next Work Day' then @Select(Dates\Next Work Day)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Today - Next Work Day' then @Select(Dates\Next Work Day)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Two Work Days from Today' then @Select(Dates\Two Work Days From Today)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='This Week' then @Select(Dates\End This Week)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Last Week' then @Select(Dates\End Last Week)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Next Week' then @Select(Dates\End Next Week)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Current Month' then @Select(Dates\Last of this month)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Last Month' then @Select(Dates\Last of last month)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Current Fiscal Year - EOFY' then @Select(Dates\End of Current Fiscal Year)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Current Fiscal Year - Today' then @Select(Dates\Current Date)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Current Fiscal Year - Last Month' then @Select(Dates\Last of last month)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Prior Fiscal Year' then @Select(Dates\End of Last Fiscal Year)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Custom Start - Current Month' then @Select(Dates\Last of this month)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Custom Start - Last Month' then @Select(Dates\Last of last month)when @Prompt('Select records for','A',{'Today','Yesterday','Tomorrow','Prior Work Day','Next Work Day','Today - Next Work Day','Two Work Days from Today','This Week','Last Week','Next Week','Current Month','Last Month','Current Fiscal Year - EOFY','Current Fiscal Year - Today','Current Fiscal Year - Last Month','Prior Fiscal Year','Custom Start - Current Month','Custom Start - Last Month','Custom Date Range'},MONO,CONSTRAINED)='Custom Date Range' then to_date(@Prompt('End Date (Enter any date if N/A)','D',,MONO,free,Persistent,{'01/01/1900'},User:0,))end 5) Created a filter, Prompt - Date Selection that is used to select the appropriate records based on your record date being within the date range selected:@Select(My Date Field) between @Select(Prompt Fields\Prompt - Date Range - Start Date) and @Select(Prompt Fields\Prompt - Date Range - End Date)6) When you create your query, just use the filter created in step 5. I also usually include the Prompt - Date Range - Start Date and Prompt - Date Range - End Date objects so that I can use them min(Prompt - Date Range - Start Date) and max(Prompt - Date Range - End Date) in the report header to display the actual date range selected (all the value in Prompt - Date Range - Start Date are exactly the same, I use the min to avoid multiple value errors - same for Prompt - Date Range - End Date, I use max just because logically my brain likes that better). When you refresh the query, it will ask what date range type you want, a start date and end date - used for custom ranges - you can enter any date if not selecting a custom date as it is ignored. Hope that makes sense and is helpful. It's worked really well for me. I also have an even more complicated version (imagine that!) for situations where there may be multiple dates a user can choose from, ie a posting date vs the date of service. It will ask the user which they want and in the Prompt - Date Range - Start Date, a case statement is added to handle the selection/use of different date fields.Deb

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