User Calls

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

info

Main focus is on measuring inbound and outdial calls from Webex Calling application that are related to a user.

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

Inbound Answered = SUM([InUserAnswered])

Inbound Answered (%) = [Inbound Answered] / [Total Inbound Delivered]

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

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

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

Inbound Avg Ring Time (s) = [Inbound Ring Time (s)] / ([Total Inbound Delivered] - [Inbound Redirected without ringing])

Inbound Delivered by HuntGroup = SUM([InDeliveredByHuntGroup])

Inbound Delivered by HuntGroup (%) = [Inbound Delivered by HuntGroup] / [Total Inbound Delivered]

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

Inbound Handle Time (s) = SUM([InUserHandledDuration])

Inbound Redirected = SUM([InUserRedirected])

Inbound Redirected (%) = [Inbound Redirected] / [Total Inbound Delivered]

Inbound Redirected after ringing = CALCULATE([Inbound Redirected], FILTER(, [InUserRingDuration] > 0))

Inbound Redirected without ringing = CALCULATE([Inbound Redirected], FILTER(, [InUserRingDuration] = 0))

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

Inbound Ring Time (s) = SUM([InUserRingDuration])

Inbound Transferred = SUM([InUserTransferred])

Inbound Transferred (%) = [Inbound Transferred] / [Inbound Answered]

Inbound Unanswered = [Total Inbound Delivered] - [Inbound Redirected] - [Inbound Answered]

Inbound Unanswered (%) = [Inbound Unanswered] / [Total Inbound Delivered]

Outdial Answered = SUM([OutUserAnswered])

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

Outdial Attempts External = CALCULATE([Total Outdial Attempts], FILTER(, [CallType] <> "SIP_ENTERPRISE"))

Outdial Attempts Internal = CALCULATE([Total Outdial Attempts], FILTER(, [CallType] = "SIP_ENTERPRISE"))

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)] / [Total Outdial Attempts]

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

Outdial Handle Time (s) = SUM([OutUserHandledDuration])

Outdial Unanswered = SUM([OutUserUnanswered])

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

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

Outdial Wait Time (s) = SUM([OutUserRingDuration])

Total Inbound Delivered = SUM([InUserDelivered])

Total Outdial Attempts = SUM([OutUserDialed])