Agent State Activity
This measure group contains measures built from vFACT_AGENTACTIVITIES data and reused measures of this group.
info
Main focus is on measuring the duration for the different agent states and activities during their login sessions.
DAX formulas and expressions are displayed in a user-friendly format.
Agent Availability (%) = [Agent Available Time (s)] / [Agent Logged-on Time (s)]
Agent Availability ALL Agents (%) = CALCULATE([Agent Available Time (s)] / [Agent Logged-on Time (s)], ALL(USER[User Name]))
Agent Available Time (hh:mm:ss) = Format [Agent Available Time (s)] in hh:mm:ss
Agent Available Time (s) = [Agent Logged-on Time (s)] - [Agent Unavailable Time (s)]
Agent Avg Inbound Ring Time (hh:mm:ss) = Format [Agent Avg Inbound Ring Time (s)] in hh:mm:ss
Agent Avg Inbound Ring Time (s) = [Agent Inbound Ring Time (s)] / [Agent Inbound Delivered]
Agent Avg Inbound Ring Time ALL Agents (hh:mm:ss) = Format [Agent Avg Inbound Ring Time ALL Agents (s)] in hh:mm:ss
Agent Avg Inbound Ring Time ALL Agents (s) = CALCULATE([Agent Inbound Ring Time (s)] / [Agent Inbound Delivered], ALL(USER[User Name]))
Agent Inbound Delivered = CALCULATE(count([taskId]), FILTER([currentState] = "ringing"), FILTER([direction] = "inbound"))
Agent Inbound Ring Time (hh:mm:ss) = Format [Agent Inbound Ring Time (s)] in hh:mm:ss
Agent Inbound Ring Time (s) = CALCULATE ([Total Channel State Time (s)], FILTER([currentState] = "ringing"), FILTER([direction] = "inbound"))
Agent Logged-on Time (hh:mm:ss) = Format [Agent Logged-on Time (s)] in hh:mm:ss
Agent Logged-on Time (s) = CALCULATE([Total Channel State Time (s)] / [Channels per Agent (max.)], REMOVEFILTERS('CHANNEL TYPE'[Channel Type]))
Agent Occupancy (%) = [ChannelType Active Time (s)] / [Agent Available Time (s)]
Agent Occupancy ALL Agents (%) = CALCULATE([ChannelType Active Time (s)] / [Agent Available Time (s)], ALL(USER[User Name]))
Agent Occupancy LY (%) = CALCULATE([ChannelType Active Time (s)] / [Agent Available Time (s)], SAMEPERIODLASTYEAR ('DATE'[Date]))
Agent RONA = CALCULATE(count([taskId]), FILTER([currentState] = "not-responding"))
Agent RONA Rate (%) = [Agent RONA] / ([Answered] + [Agent RONA])
Agent RONA Rate ALL Agents (%) = CALCULATE([Agent RONA] / ([Answered] + [Agent RONA]), ALL(USER[User Name]))
Agent Unavailable (%) = [Agent Unavailable Time (s)] / [Agent Logged-on Time (s)]
Agent Unavailable Time (hh:mm:ss) = Format [Agent Unavailable Time (s)] in hh:mm:ss
Agent Unavailable Time (s) = CALCULATE([Channel Idle Time (s)] / [Channels per Agent (max.)], REMOVEFILTERS('CHANNEL TYPE'[Channel Type]))
Channel Hold Time (hh:mm:ss) = Format [Channel Hold Time (s)] in hh:mm:ss
Channel Hold Time (s) = CALCULATE ([Total Channel State Time (s)], FILTER([currentState] = "on-hold"))
Channel Idle Time (hh:mm:ss) = Format [Channel Idle Time (s)] in hh:mm:ss
Channel Idle Time (s) = CALCULATE ([Total Channel State Time (s)], FILTER([currentState] = "idle"))
Channel Ring Time (hh:mm:ss) = Format [Channel Ring Time (s)] in hh:mm:ss
Channel Ring Time (s) = CALCULATE ([Total Channel State Time (s)], FILTER([currentState] = "ringing"))
Channel Talk Time (hh:mm:ss) = Format [Channel Talk Time (s)] in hh:mm:ss
Channel Talk Time (s) = CALCULATE ([Total Channel State Time (s)], FILTER([currentState] IN {"connected","hold-done","conferencing"}))
Channel Wait Time (hh:mm:ss) = Format [Channel Wait Time (s)] in hh:mm:ss
Channel Wait Time (s) = CALCULATE ([Total Channel State Time (s)], FILTER([currentState] = "available"))
Channel Wrapup Time (hh:mm:ss) = Format [Channel Wrapup Time (s)] in hh:mm:ss
Channel Wrapup Time (s) = CALCULATE ([Total Channel State Time (s)], FILTER([currentState] = "wrapup"))
Channels per Agent (max.) = MAX([channelsPerUser])
Channels per ChannelType (max.) = MAX([channelsPerType])
ChannelType Active (%) = [ChannelType Active Time (s)] / [Agent Logged-on Time (s)]
ChannelType Active Time (hh:mm:ss) = Format [ChannelType Active Time (s)] in hh:mm:ss
ChannelType Active Time (s) = ([Channel Ring Time (s)] + [Channel Talk Time (s)] + [Channel Hold Time (s)] + [Channel Wrapup Time (s)]) / [Channels per ChannelType (max.)]
ChannelType Connected (%) = [ChannelType Connected Time (s)] / [Agent Logged-on Time (s)]
ChannelType Connected Time (hh:mm:ss) = Format [ChannelType Connected Time (s)] in hh:mm:ss
ChannelType Connected Time (s) = ([Channel Talk Time (s)] + [Channel Hold Time (s)]) / [Channels per ChannelType (max.)]
ChannelType Handle (%) = [ChannelType Handle Time (s)] / [Agent Logged-on Time (s)]
ChannelType Handle Time (hh:mm:ss) = Format [ChannelType Handle Time (s)] in hh:mm:ss
ChannelType Handle Time (s) = ([Channel Talk Time (s)] + [Channel Hold Time (s)] + [Channel Wrapup Time (s)]) / [Channels per ChannelType (max.)]
ChannelType Non-Active (%) = [ChannelType Non-Active Time (s)] / [Agent Logged-on Time (s)]
ChannelType Non-Active Time (hh:mm:ss) = Format [ChannelType Non-Active Time (s)] in hh:mm:ss
ChannelType Non-Active Time (s) = [Agent Available Time (s)] - [ChannelType Active Time (s)]
ChannelType Non-Connected (%) = [ChannelType Non-Connected Time (s)] / [Agent Logged-on Time (s)]
ChannelType Non-Connected Time (hh:mm:ss) = Format [ChannelType Non-Connected Time (s)] in hh:mm:ss
ChannelType Non-Connected Time (s) = [Agent Available Time (s)] - [ChannelType Connected Time (s)]
ChannelType Non-Handle (%) = [ChannelType Non-Handle Time (s)] / [Agent Logged-on Time (s)]
ChannelType Non-Handle Time (hh:mm:ss) = Format [ChannelType Non-Handle Time (s)] in hh:mm:ss
ChannelType Non-Handle Time (s) = [Agent Available Time (s)] - [ChannelType Handle Time (s)]
First Login Timestamp = CALCULATE(min([startTime]), FILTER([isLogin] = 1), USERELATIONSHIP([startDateInterval]))
Last Logout Timestamp = CALCULATE(max([endTime]), FILTER([currentState] = "logged-out"))
Logged-on Agent Count = DISTINCTCOUNTNOBLANK([userId])
Total Available FTE (8 h per day) = [Agent Available Time (s)] / (3600 * 8)
Total Channel State Time (hh:mm:ss) = Format [Total Channel State Time (s)] in hh:mm:ss
Total Channel State Time (s) = SUM([totalDuration]) / 1000
Total Logged-on FTE (8 h per day) = [Agent Logged-on Time (s)] / (3600 * 8)