Inbound

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

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([InAbandoned] = 1))

Abandoned = SUM([InAbandoned])

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], [waitDuration] / 1000 < [queueSLT])

Abandoned YOY (%) = IF([Abandoned LY] > 0, [Abandoned] / [Abandoned LY]-1,1)

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

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

Answered = SUM([InAnswered])

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]))

Answered YOY (%) = IF([Answered LY] > 0, [Answered] / [Answered LY]-1,1)

ATA Abandoned = [ATA Blind Transfer Abandoned] + [ATA Consult Abandoned]

ATA Answered = [ATA Blind Transfer Answered] + [ATA Consult Answered]

ATA Blind Transfer Abandoned = SUM([InATABlindTransferAbandoned])

ATA Blind Transfer Answered = SUM([InATABlindTransferAnswered])

ATA Consult Abandoned = SUM([InATAConsultAbandoned])

ATA Consult Answered = SUM([InATAConsultAnswered])

ATA Total Consult/Transfer = [ATA Answered] + [ATA Abandoned]

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)] / [Handled]

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

Avg Consult Time (s) = [Consult Time (s)] / [Consulted]

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

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

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 Handle Time YOY (%) = IF([Avg Handle Time LY (s)] > 0, [Avg Handle Time (s)] / [Avg Handle Time LY (s)]-1,1)

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

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

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

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

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 Wait Time YOY (%) = IF([Avg Wait Time LY (s)] > 0, [Avg Wait Time (s)] / [Avg Wait Time LY (s)]-1,1)

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

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

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]))

Completed = CALCULATE(COUNTROWS(vFACT_TASKLEGDETAILS), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

Conference Count = CALCULATE(sum([conferenceCount]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Conference Time (s) = CALCULATE(sum([conferenceDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

Connect Error Count = CALCULATE(sum([connectErrorCount]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Consult Time (s) = CALCULATE(sum([consultDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

Consulted = SUM([InConsulted])

CTQ Abandoned = CALCULATE ([Completed], FILTER([consultToQueueErrorCount] = 1))

CTQ Answered = CALCULATE ([Completed], FILTER([consultToQueueHandledCount] = 1))

CTQ Total Tasks = CALCULATE ([Completed], FILTER([consultToQueueCount] = 1))

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

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

Dequeued = SUM([InDequeued])

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

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

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

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

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

Extended Reachability neg. YOY (%) = IF([Extended Reachability neg. LY (%)] > 0, [Extended Reachability neg. (%)] - [Extended Reachability neg. LY (%)],1)

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

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

Extended Reachability pos. YOY (%) = IF([Extended Reachability pos. LY (%)] > 0, [Extended Reachability pos. (%)] - [Extended Reachability pos. LY (%)],1)

Extended Reachability YOY (%) = IF([Extended Reachability LY (%)] > 0, [Extended Reachability (%)] - [Extended Reachability LY (%)],1)

Finished Count = [Answered] - [Transfer Count]

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

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

Finished Rate YOY (%) = IF([Finished Rate LY (%)] > 0, [Finished Rate (%)] - [Finished Rate LY (%)],1)

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

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

Forwarded = SUM([InForwarded])

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

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]))

Handled = SUM([InHandled])

Hold Count = CALCULATE(sum([holdCount]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

Hold Flag = CALCULATE(sum([holdFlag]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

Incomplete = SUM([InIncomplete])

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

Max. Handle Time (s) = CALCULATE(max([handleTime]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Max. Hold Time (s) = CALCULATE(max([holdDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Max. Talk Time (s) = CALCULATE(max([connectedDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Max. Wait Time (s) = CALCULATE(max([waitDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Max. Wrapup Time (s) = CALCULATE(max([wrapupDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

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

Other = SUM([InOther])

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

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

Queue Time (s) = CALCULATE(sum([queueDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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 neg. YOY (%) = IF([Reachability neg. LY (%)] > 0, [Reachability neg. (%)] - [Reachability neg. LY (%)],1)

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]))

Reachability pos. YOY (%) = IF([Reachability pos. LY (%)] > 0, [Reachability pos. (%)] - [Reachability pos. LY (%)],1)

Reachability YOY (%) = IF([Reachability LY (%)] > 0, [Reachability (%)] - [Reachability LY (%)],1)

Rejected Count = CALCULATE(sum([callRejectedCount]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Reserved Time (s) = CALCULATE(sum([ringingDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

RONA Count = CALCULATE(sum([ronaCount]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0 ))

Selfservice = SUM([InSelfservice])

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 neg. YOY (%) = IF([Service Level neg. LY (%)] > 0, [Service Level neg. (%)] - [Service Level neg. LY (%)],1)

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]))

Service Level pos. YOY (%) = IF([Service Level pos. LY (%)] > 0, [Service Level pos. (%)] - [Service Level pos. LY (%)],1)

Service Level YOY (%) = IF([Service Level LY (%)] > 0, [Service Level (%)] - [Service Level LY (%)],1)

Short Abandoned = SUM([InShortAbandoned])

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

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

Talk Time (s) = CALCULATE(sum([connectedDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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

Total Inbound Service Tasks (create time) = CALCULATE([Total Inbound Service Tasks], USERELATIONSHIP('vBRIDGE_TIMEZONE'[DateIntId],vFACT_TASKLEGDETAILS[createdDateIntId]))

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

Total Inbound Service Tasks YOY (%) = IF([Total Inbound Service Tasks LY] > 0, [Total Inbound Service Tasks] / [Total Inbound Service Tasks LY]-1,1)

Total Inbound Tasks = [Selfservice] + [Short Abandoned] + [Total Inbound Service Tasks]

Total Inbound Tasks (create time) = CALCULATE([Total Inbound Tasks], USERELATIONSHIP('vBRIDGE_TIMEZONE'[DateIntId],vFACT_TASKLEGDETAILS[createdDateIntId]))

Transfer Count = CALCULATE(sum([transferOutCount]), FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))

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)] + [Forward Wait Time (s)]

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

Wrapup Time (s) = CALCULATE(sum([wrapupDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0))