I am trying to create a formula that will determine the percent to goal between an actual value and the goal value for a call metric for a call center. The metric that I am examining is Repeat Rate (RR), which is essentially out of X calls the customer called back Y number of times.
Ex) Agent John Smith has a RR of: 25%. His Repeat Goal (RG) is 30%. He is exceeding his goal, but by how much? The fewer repeat calls then the better, so an agent with 0% RR should have the highest percent to goal (RtG), whereas an agent with 100% RR should have the lowest percent to goal (RtG).
Should the formula be:
1. f(x) = RG / RR 2. f(x) = (1-RR) / (1-RG)?
Formula 1: 1. RR: 100%; RG: 30%; RtoG: 30% 2. RR: 50%; RG: 30%; RtG: 60% 3. RR: 20%; RG: 30%; RtG: 150% 4. RR: 0%; RG: 30%; RtG: #DIV/0!
Formula 2: 1. RR: 100%; RG: 30%; RtG: 0% 2. RR: 50%; RG: 30%; RtG: 71.43% 3. RR: 20%; RG: 30%; RtG: 114.29% 4. RR: 0%; RG: 30%; RtG: 125%
Or should it be none of the above?