Callbacks

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

info

Main focus is on measuring the volume and total handling of all callbacks independent from the direction of the customer contact.

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

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

Avg Total Callback Handle Time (s) = [Total Callback Handle Time (s)] / [Total Callback Success Count]

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

Avg Total Callback Hold Time (s) = [Total Callback Hold Time (s)] / [Total Callback Success Count]

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

Avg Total Callback Talk Time (s) = [Total Callback Talk Time (s)] / [Total Callback Success Count]

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

Avg Total Callback Wait Time (s) = [Total Callback Wait Time (s)] / [Total Callback Count]

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

Avg Total Callback Wrapup Time (s) = [Total Callback Wrapup Time (s)] / [Total Callback Success Count]

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

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

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

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

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

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

Total Callback Hold Time (s) = CALCULATE(sum([holdDuration]) / 1000, FILTER([CallbackStatus] = "Success"), FILTER([endedDateId] > 0))

Total Callback Retry Count = CALCULATE(sum([CallbackRetryCount]), FILTER([endedDateId] > 0))

Total Callback Retry Rate (%) = [Total Callback Retry Count] / [Total Callback Count]

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

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

Total Callback Talk Time (s) = CALCULATE(sum([connectedDuration]) / 1000, FILTER([CallbackStatus] = "Success"), FILTER([endedDateId] > 0))

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

Total Callback Wait Time (s) = CALCULATE(sum([CallbackWaitDuration]) / 1000, FILTER([endedDateId] > 0))

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

Total Callback Wrapup Time (s) = CALCULATE(sum([wrapupDuration]) / 1000, FILTER([CallbackStatus] = "Success"), FILTER([endedDateId] > 0))