Hello, I am trying to determine the rate at which CSR's answer a customers questions with one call resolution (i.e. the customer doesn't have to call back). After each call the CSR is prompted to note the customer account - I've extracted a table from the in house database that contains the following column names:
- Date & Time
For one week I have 34,000 notes posted of which I have about 25,000 unique Customer ID's. From looking at the table I can see that some customers called 5-6 times (rare) but more frequently I see 2 or 3 calls total. I'm trying to create a query that would create a column that would tell me if the particular row was associated with the 1st, 2nd or 3rd time the customer had called by referencing the CustomerID and the Date & Time column.
Any suggestions or help would be much appreciated.