I have a workflow where I am reviewing call center call records by disposition and creating Stdev and Z-scores to establish outliers for the call center.
The workflow uses the 335 standardized call dispositions, creates an average and Std Dev (from the Summary tool). The I use formulas to calculate the Z-Score ( z = (x-μ)/σ ) and then followed up with a filter to pull only the top and bottom 98% (z-score above 2.00 and below 0.01)
The way I've done this is overly complicated and if we revise the bounds or have dispositions renamed, it will be rather a bother to constantly have to adjust. Looking for suggestions on how to improve this.


