Version: 1.2

Inbound

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

Exceptions are the following measures, built from vFACT_TASKDETAILS data because they are only available per customer session (contact):

Callback measures
Contact measures
Recording measures
Survey measures

info

Main focus is on measuring the volume and treatment of all inbound tasks.

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

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

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

Abandon Wait Time (s) = CALCULATE (sum([waitDuration]) / 1000, FILTER([isTaskLegHandled] = 0), FILTER([handleType] = "abandoned"), FILTER([shortCallDuration] / 1000 >= [Short Call Threshold (s)]))

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

Abandoned (%) = [Abandoned] / [Total Inbound Service Tasks]

Abandoned after SLT Q = [Abandoned] - [Abandoned within SLT Q]

Abandoned LY = CALCULATE ([Abandoned], SAMEPERIODLASTYEAR ('DATE'[Date]))

Abandoned LY (%) = CALCULATE ( [Abandoned] / [Total Inbound Service Tasks], SAMEPERIODLASTYEAR ('DATE'[Date]))

Abandoned within SLT Q = CALCULATE ( [Abandoned], FILTER([waitDuration] / 1000 < [queueSLT]))

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

Answer Wait Time (s) = CALCULATE (sum([waitDuration]) / 1000, FILTER([isTaskLegHandled] = 1))

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

Answered (%) = [Answered] / [Total Inbound Service Tasks]

Answered LY = CALCULATE ([Answered], SAMEPERIODLASTYEAR ('DATE'[Date]))

Answered LY (%) = CALCULATE ( [Answered] / [Total Inbound Service Tasks], SAMEPERIODLASTYEAR ('DATE'[Date]))

Answered per Available Hour = [Answered] / ([Agent Available Time (s)] / 3600)

Answered per Available Hour ALL Agents = CALCULATE([Answered] / ([Agent Available Time (s)] / 3600), ALL(USER[User Name]))

Answered within SLT Q = CALCULATE ( [Answered], FILTER([waitDuration] / 1000 < [queueSLT]))

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

Avg Abandon Wait Time (s) = [Abandon Wait Time (s)] / [Abandoned]

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

Avg Answer Wait Time (s) = [Answer Wait Time (s)] / [Answered]

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

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

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

Avg Connected Time ALL Agents (s) = CALCULATE([Connected Time (s)] / [Answered], ALL(USER[User Name]))

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

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

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

Avg Handle Time ALL Agents (s) = CALCULATE([Handle Time (s)] / [Answered], ALL(USER[User Name]))

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

Avg Handle Time LY (s) = CALCULATE([Handle Time (s)] / [Answered],SAMEPERIODLASTYEAR ('DATE'[Date]))

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

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

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

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

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

Avg Wait Time (s) = [Wait Time (s)] / [Total Inbound Service Tasks]

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

Avg Wait Time LY (s) = CALCULATE([Wait Time (s)] / [Total Inbound Service Tasks],SAMEPERIODLASTYEAR ('DATE'[Date]))

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

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

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

Avg Wrapup Time ALL Agents (s) = CALCULATE([Wrapup Time (s)] / [Answered], ALL(USER[User Name]))

Blind Transfer Count = CALCULATE(sum([blindTransferCount]))

Callback Count = [Callback Success Count] + [Callback Failure Count]

Callback Failure Count = CALCULATE ([Total Inbound Service Contacts], FILTER([CallbackStatus] = "Failure"))

Callback Hit Rate (%) = [Callback Success Count] / [Callback Count]

Callback Retry Count = CALCULATE(sum([CallbackRetryCount]))

Callback Success Count = CALCULATE ([Total Inbound Service Contacts], FILTER([CallbackStatus] = "Success"))

Conference Count = CALCULATE(sum([conferenceCount]))

Conference Flag = CALCULATE(sum([conferenceFlag]))

Conference Rate (%) = [Conference Flag] / [Answered]

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

Conference Time (s) = CALCULATE(sum([conferenceDuration]) / 1000)

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

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

Consult Count = CALCULATE(sum([consultCount]))

Consult Flag = CALCULATE(sum([consultFlag]))

Consult Rate (%) = [Consult Flag] / [Answered]

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

Consult Time (s) = CALCULATE(sum([consultDuration]) / 1000)

Consult Transfer Count = [Transfer Count] - [Blind Transfer Count]

Contacts Abandoned = CALCULATE(COUNT([taskId]), FILTER([isContactHandled] = 0), FILTER([contactHandleType] = "abandoned"))

Contacts Abandoned (%) = [Contacts Abandoned] / [Total Inbound Service Contacts]

Contacts Answered = CALCULATE(COUNT([taskId]), FILTER([isContactHandled] = 1))

Contacts Answered (%) = [Contacts Answered] / [Total Inbound Service Contacts]

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

Dequeue Wait Time (s) = CALCULATE (sum([waitDuration]) / 1000, FILTER([isTaskLegHandled] = 0), FILTER([handleType] = "dequeued"))

Dequeued = CALCULATE ([Total Inbound Tasks], FILTER([isTaskLegHandled] = 0), FILTER([handleType] = "dequeued"))

Dequeued (%) = [Dequeued] / [Total Inbound Service Tasks]

Finished Count = [Answered] - [Transfer Count]

Finished Rate (%) = [Finished Count] / [Answered]

Finished Rate LY (%) = CALCULATE([Finished Count] / [Answered],SAMEPERIODLASTYEAR ('DATE'[Date]))

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

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

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

Handle Time ALL Agents (s) = CALCULATE([Talk Time (s)] + [Hold Time (s)] + [Wrapup Time (s)], ALL(USER[User Name]))

Hold Count = CALCULATE(sum([holdCount]))

Hold Flag = CALCULATE(sum([holdFlag]))

Hold Rate (%) = [Hold Flag] / [Answered]

Hold Rate ALL Agents (%) = CALCULATE([Hold Count] / [Answered], ALL(USER[User Name]))

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

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

Incomplete = [Total Inbound Tasks (create time)] - [Selfservice] - [Short Abandoned] - [Return to Queue] - [Total Inbound Service Tasks]

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

Max. Wait Time (s) = CALCULATE(max([waitDuration]) / 1000)

Monitored Count = CALCULATE(sum([isMonitored]))

Monitored Rate (%) = [Monitored Count] / [Answered]

Non-Hold Count = [Answered] - [Hold Count]

Non-Hold Rate (%) = [Non-Hold Count] / [Answered]

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

Queue Time (s) = CALCULATE(sum([queueDuration]) / 1000)

Queued % = [Queued Count] / [Total Inbound Service Tasks]

Queued Count = CALCULATE ([Total Inbound Service Tasks], FILTER([queueDuration] > 0))

Reachability (%) = [Answered] / ([Total Inbound Service Tasks] - [Abandoned within SLT Q])

Reachability LY (%) = CALCULATE([Answered] / ([Total Inbound Service Tasks] - [Abandoned within SLT Q]),SAMEPERIODLASTYEAR ('DATE'[Date]))

Reachability neg. (%) = [Answered] / [Total Inbound Service Tasks]

Reachability neg. LY (%) = CALCULATE([Answered] / [Total Inbound Service Tasks],SAMEPERIODLASTYEAR ('DATE'[Date]))

Reachability pos. (%) = ([Answered] + [Abandoned within SLT Q]) / [Total Inbound Service Tasks]

Reachability pos. LY (%) = CALCULATE(([Answered] + [Abandoned within SLT Q]) / [Total Inbound Service Tasks],SAMEPERIODLASTYEAR ('DATE'[Date]))

Recorded Count = CALCULATE(sum([recordingCount]))

Recorded Rate (%) = [Recorded Count] / [Contacts Answered]

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

Reserved Time (s) = CALCULATE(sum([ringingDuration]) / 1000)

Return to Queue = CALCULATE ([Total Inbound Tasks], FILTER([isTaskLegHandled] = 0), FILTER([handleType] = "normal"), FILTER([status] = "con-to-agent-error"))

Selfservice = CALCULATE ([Total Inbound Tasks], FILTER([isTaskLegHandled] = 0), FILTER([handleType] IN {"ivr","self_service"}))

Service Level (%) = [Answered within SLT Q] / ([Total Inbound Service Tasks] - [Abandoned within SLT Q])

Service Level LY (%) = CALCULATE([Answered within SLT Q] / ([Total Inbound Service Tasks] - [Abandoned within SLT Q]),SAMEPERIODLASTYEAR ('DATE'[Date]))

Service Level neg. (%) = [Answered within SLT Q] / [Total Inbound Service Tasks]

Service Level neg. LY (%) = CALCULATE([Answered within SLT Q] / [Total Inbound Service Tasks],SAMEPERIODLASTYEAR ('DATE'[Date]))

Service Level pos. (%) = ([Answered within SLT Q] + [Abandoned within SLT Q]) / [Total Inbound Service Tasks]

Service Level pos. LY (%) = CALCULATE(([Answered within SLT Q] + [Abandoned within SLT Q]) / [Total Inbound Service Tasks],SAMEPERIODLASTYEAR ('DATE'[Date]))

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

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

Survey Completed Count = CALCULATE(sum([FeedbackSurveyCompleted]))

Survey Completed Rate (%) = [Survey Completed Count] / [Contacts Answered]

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

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

Total Inbound Service Contacts = [Contacts Answered] + [Contacts Abandoned]

Total Inbound Service Contacts LY = CALCULATE ([Total Inbound Service Contacts], SAMEPERIODLASTYEAR ('DATE'[Date]))

Total Inbound Service Tasks = [Answered] + [Abandoned] + [Dequeued]

Total Inbound Service Tasks LY = CALCULATE ([Total Inbound Service Tasks], SAMEPERIODLASTYEAR ('DATE'[Date]))

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

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

Transfer Count = CALCULATE([Answered], FILTER ([transferCount] = 1))

Transfer Rate (%) = [Transfer Count] / [Answered]

Transfer Rate ALL Agents (%) = CALCULATE([Transfer Count] / [Answered], ALL(USER[User Name]))

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

Wait Time (s) = [Answer Wait Time (s)] + [Abandon Wait Time (s)] + [Dequeue Wait Time (s)]

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

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