Outdial

This measure group contains measures built from vFACT_TASKLEGDETAILS data and reused measures of this group.

info

Main focus is on measuring outgoing calls from agents with any kind of phone.

The entire data is filtered with an additional FILTER([direction] = "outdial").

DAX formulas and expressions are displayed in a user-friendly format.

Outdial Abandoned = CALCULATE ([Total Outdial Tasks], FILTER([isTaskLegHandled] = 0), FILTER([handleType] = "abandoned"), FILTER([shortCallDuration] / 1000 >= [Outdial Short Call Threshold (s)]))

Outdial Abandoned (%) = [Outdial Abandoned] / [Total Outdial Attempts]

Outdial Answered = CALCULATE ([Total Outdial Tasks], FILTER([isTaskLegHandled] = 1))

Outdial Answered (%) = [Outdial Answered] / [Total Outdial Attempts]

Outdial Avg Connected Time (hh:mm:ss) = Format [Outdial Avg Connected Time (s)] in hh:mm:ss

Outdial Avg Connected Time (s) = [Outdial Connected Time (s)] / [Outdial Answered]

Outdial Avg Handle Time (hh:mm:ss) = Format [Outdial Avg Handle Time (s)] in hh:mm:ss

Outdial Avg Handle Time (s) = [Outdial Handle Time (s)] / [Outdial Answered]

Outdial Avg Hold Time (hh:mm:ss) = Format [Outdial Avg Hold Time (s)] in hh:mm:ss

Outdial Avg Hold Time (s) = [Outdial Hold Time (s)] / [Outdial Answered]

Outdial Avg Talk Time (hh:mm:ss) = Format [Outdial Avg Talk Time (s)] in hh:mm:ss

Outdial Avg Talk Time (s) = [Outdial Talk Time (s)] / [Outdial Answered]

Outdial Avg Wait Time (hh:mm:ss) = Format [Outdial Avg Wait Time (s)] in hh:mm:ss

Outdial Avg Wait Time (s) = [Outdial Wait Time (s)] / [Total Outdial Attempts]

Outdial Avg Wrapup Time (hh:mm:ss) = Format [Outdial Avg Wrapup Time (s)] in hh:mm:ss

Outdial Avg Wrapup Time (s) = [Outdial Wrapup Time (s)] / [Outdial Answered]

Outdial Connected Time (hh:mm:ss) = Format [Outdial Connected Time (s)] in hh:mm:ss

Outdial Connected Time (s) = [Outdial Talk Time (s)] + [Outdial Hold Time (s)]

Outdial Handle Time (hh:mm:ss) = Format [Outdial Handle Time (s)] in hh:mm:ss

Outdial Handle Time (s) = [Outdial Talk Time (s)] + [Outdial Hold Time (s)] + [Outdial Wrapup Time (s)]

Outdial Hold Time (hh:mm:ss) = Format [Outdial Hold Time (s)] in hh:mm:ss

Outdial Hold Time (s) = CALCULATE(sum([holdDuration]) / 1000))

Outdial Incomplete = [Total Outdial Tasks (create time)] - [Outdial Short Abandoned] - [Total Outdial Attempts]

Outdial Short Abandoned = CALCULATE ([Total Outdial Tasks], FILTER([isTaskLegHandled] = 0), FILTER([handleType] IN {"self_service","abandoned"}), FILTER([shortCallDuration] / 1000 < [Outdial Short Call Threshold (s)]))

Outdial Short Call Threshold (s) = CALCULATE(max(sys_system_settings[value number]), FILTER(sys_system_settings, [Id] = 2))

Outdial Talk Time (hh:mm:ss) = Format [Outdial Talk Time (s)] in hh:mm:ss

Outdial Talk Time (s) = CALCULATE(sum([connectedDuration]) / 1000))

Outdial Wait Time (hh:mm:ss) = Format [Outdial Wait Time (s)] in hh:mm:ss

Outdial Wait Time (s) = CALCULATE(sum([waitDuration]) / 1000))

Outdial Wrapup Time (hh:mm:ss) = Format [Outdial Wrapup Time (s)] in hh:mm:ss

Outdial Wrapup Time (s) = CALCULATE(sum([wrapupDuration]) / 1000))

Total Outdial Attempts = [Outdial Answered] + [Outdial Abandoned]

Total Outdial Tasks = CALCULATE(COUNT([taskLegId]))

Total Outdial Tasks (create time) = CALCULATE(COUNT([taskLegId]), USERELATIONSHIP([createdDateInterval]))