Version: 1.4

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 Active (%) = [Agent Active Time (s)] / [Agent Logged-on Time (s)]

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

Agent Active Time (s) = IF ([Agent Available Time (s)] - [Channel Active Time (s)] < 0, [Agent Available Time (s)], [Channel Active Time (s)])

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 Connected (%) = [Agent Connected Time (s)] / [Agent Logged-on Time (s)]

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

Agent Connected Time (s) = IF ([Agent Available Time (s)] - [Channel Connected Time (s)] < 0, [Agent Available Time (s)], [Channel Connected Time (s)])

Agent Handle (%) = [Agent Handle Time (s)] / [Agent Logged-on Time (s)]

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

Agent Handle Time (s) = IF ([Agent Available Time (s)] - [Channel Handle Time (s)] < 0, [Agent Available Time (s)], [Channel Handle Time (s)])

Agent Idle Time (s) = CALCULATE(SUM([userDurationPerChannelType]) / 1000, FILTER([currentState] = "idle"))

Agent Inbound Delivered = CALCULATE(count([userId]), 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 ([Channel Logged-on 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(SUM([userDurationPerChannelType]) / 1000, REMOVEFILTERS('CHANNEL TYPE'[Channel Type]))

Agent Non-Active (%) = [Agent Non-Active Time (s)] / [Agent Logged-on Time (s)]

Agent Non-Active Time (hh:mm:ss) = Format [Agent Non-Active Time (s)] in hh:mm:ss

Agent Non-Active Time (s) = IF ([Agent Available Time (s)] - [Agent Active Time (s)] < 0, 0, [Agent Available Time (s)] - [Agent Active Time (s)])

Agent Non-Connected (%) = [Agent Non-Connected Time (s)] / [Agent Logged-on Time (s)]

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

Agent Non-Connected Time (s) = IF ([Agent Available Time (s)] - [Agent Connected Time (s)] < 0, 0, [Agent Available Time (s)] - [Agent Connected Time (s)])

Agent Non-Handle (%) = [Agent Non-Handle Time (s)] / [Agent Logged-on Time (s)]

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

Agent Non-Handle Time (s) = IF ([Agent Available Time (s)] - [Agent Handle Time (s)] < 0, 0, [Agent Available Time (s)] - [Agent Handle Time (s)])

Agent Occupancy (%) = [Agent Active Time (s)] / [Agent Available Time (s)]

Agent Occupancy ALL Agents (%) = CALCULATE([Agent Active Time (s)] / [Agent Available Time (s)], ALL(USER[User Name]))

Agent Occupancy LY (%) = CALCULATE([Agent Active Time (s)] / [Agent Available Time (s)], SAMEPERIODLASTYEAR ('DATE'[Date]))

Agent RONA = CALCULATE(count([userId]), 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([Agent Idle Time (s)], REMOVEFILTERS('CHANNEL TYPE'[Channel Type]))

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

Channel Active Time (s) = [Channel Ring Time (s)] + [Channel Talk Time (s)] + [Channel Hold Time (s)] + [Channel Wrapup Time (s)]

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

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

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

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

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

Channel Hold Time (s) = CALCULATE ([Channel Logged-on 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 ([Channel Logged-on Time (s)], FILTER([currentState] = "idle"))

Channel Logged-on Time (hh:mm:ss) = Format [Channel Logged-on Time (s)] in hh:mm:ss

Channel Logged-on Time (s) = SUM([totalDuration]) / 1000

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

Channel Ring Time (s) = CALCULATE ([Channel Logged-on 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 ([Channel Logged-on 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 ([Channel Logged-on 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 ([Channel Logged-on Time (s)], FILTER([currentState] = "wrapup"))

ChannelType Active (%) = [ChannelType Active Time (s)] / [ChannelType Logged-on Time (s)]

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

ChannelType Active Time (s) = IF ([ChannelType Available Time (s)] - [Channel Active Time (s)] < 0, [ChannelType Available Time (s)], [Channel Active Time (s)])

ChannelType Available (%) = [ChannelType Available Time (s)] / [ChannelType Logged-on Time (s)]

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

ChannelType Available Time (s) = [ChannelType Logged-on Time (s)] - [ChannelType Unavailable Time (s)]

ChannelType Connected (%) = [ChannelType Connected Time (s)] / [ChannelType Logged-on Time (s)]

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

ChannelType Connected Time (s) = IF ([ChannelType Available Time (s)] - [Channel Connected Time (s)] < 0, [ChannelType Available Time (s)], [Channel Connected Time (s)])

ChannelType Handle (%) = [ChannelType Handle Time (s)] / [ChannelType Logged-on Time (s)]

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

ChannelType Handle Time (s) = IF ([ChannelType Available Time (s)] - [Channel Handle Time (s)] < 0, [ChannelType Available Time (s)], [Channel Handle Time (s)])

ChannelType Logged-on Time (hh:mm:ss) = Format [ChannelType Logged-on Time (s)] in hh:mm:ss

ChannelType Logged-on Time (s) = SUM([channelTypeDuration]) / 1000

ChannelType Non-Active (%) = [ChannelType Non-Active Time (s)] / [ChannelType 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) = IF ([ChannelType Available Time (s)] - [ChannelType Active Time (s)] < 0, 0, [ChannelType Available Time (s)] - [ChannelType Active Time (s)])

ChannelType Non-Connected (%) = [ChannelType Non-Connected Time (s)] / [ChannelType 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) = IF ([ChannelType Available Time (s)] - [ChannelType Connected Time (s)] < 0, 0, [ChannelType Available Time (s)] - [ChannelType Connected Time (s)])

ChannelType Non-Handle (%) = [ChannelType Non-Handle Time (s)] / [ChannelType 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) = IF ([ChannelType Available Time (s)] - [ChannelType Handle Time (s)] < 0, 0, [ChannelType Available Time (s)] - [ChannelType Handle Time (s)])

ChannelType Unavailable (%) = [ChannelType Unavailable Time (s)] / [ChannelType Logged-on Time (s)]

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

ChannelType Unavailable Time (s) = CALCULATE ([ChannelType Logged-on Time (s)], FILTER([currentState] = "idle"))

Logged-on Agent Count = DISTINCTCOUNTNOBLANK([userId])

Total Available FTE (8 h per day) = [Agent Available Time (s)] / (3600 * 8)

Total Logged-on FTE (8 h per day) = [Agent Logged-on Time (s)] / (3600 * 8)