Inbound

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

Exceptions are the following measures, built from vFACT_TASKDETAILS data because they are only available per customer session (contact):

• Callback measures
• Contact measures
• Recording measures
• Survey measures

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([direction] = "inbound"), FILTER([endedDateId] > 0), FILTER([handleType] = "abandoned"), FILTER([queueCount] = 1), FILTER([shortCallDuration] / 1000 >= [Short Call Threshold (s)]))

Abandoned = CALCULATE([Completed], FILTER([handleType] = "abandoned"), FILTER([queueCount] = 1), FILTER([shortCallDuration] / 1000 >= [Short Call Threshold (s)])) + [CTQ Abandoned]

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([direction] = "inbound"), FILTER([endedDateId] > 0), FILTER(AND ([isTaskLegHandled] = 1, [queueCount] = 1) || [consultToQueueHandledCount] = 1 ))

Answered = CALCULATE([Completed], FILTER([isTaskLegHandled] = 1),FILTER([queueCount] = 1)) + [CTQ Answered]

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 = CALCULATE ([Completed], FILTER([blindTransferCount] = 1), FILTER([handleType] = "transfer_disconnect"))

ATA Blind Transfer Answered = CALCULATE ([Completed], FILTER([blindTransferToAgentCount] = 1), FILTER([isTaskLegHandled] = 1))

ATA Consult Abandoned = CALCULATE ([Completed], FILTER([consultToAgentErrorCount] = 1))

ATA Consult Answered = CALCULATE ([Completed], FILTER([consultSuccessCount] = 1))

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]))

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

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

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

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

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

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 = CALCULATE([Completed], FILTER([consultDuration] > 0))

Contacts Abandoned = CALCULATE([Completed Contacts], FILTER([contactHandleType] = "abandoned"))

Contacts Abandoned (%) = [Contacts Abandoned] / [Total Inbound Service Contacts]

Contacts Answered = CALCULATE([Completed Contacts], FILTER([isContactHandled] = 1))

Contacts Answered (%) = [Contacts Answered] / [Total Inbound Service Contacts]

Contacts Forwarded = CALCULATE([Completed Contacts], FILTER([contactHandleType] = "TransferToDN"), FILTER([firstQueueId] > 0))

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

Contacts Other = [Completed Contacts] - [Contacts Selfservice] - [Contacts Selfservice Fwd] - [Contacts Short Abandoned] - [Contacts Abandoned] - [Contacts Answered] - [Contacts Forwarded]

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

Contacts Selfservice = CALCULATE([Completed Contacts], FILTER([contactHandleType] = "self_service"))

Contacts Selfservice Fwd = CALCULATE([Completed Contacts], FILTER([contactHandleType] = "TransferToDN"), FILTER([firstQueueId] = -1))

Contacts Short Abandoned = CALCULATE([Completed Contacts], FILTER([contactHandleType] = "short_call"))

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([direction] = "inbound"), FILTER([endedDateId] > 0), FILTER([handleType] = "dequeued"), FILTER([queueCount] = 1))

Dequeued = CALCULATE ([Completed], FILTER([handleType] = "dequeued"), FILTER([queueCount] = 1))

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

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)

Forwarded = CALCULATE ([Completed], FILTER([handleType] = "TransferToDN"), FILTER([queueCount] = 1))

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

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

Forward Wait Time (s) = CALCULATE (sum([waitDuration]) / 1000, FILTER([direction] = "inbound"), FILTER([endedDateId] > 0), FILTER([handleType] = "TransferToDN"), FILTER([queueCount] = 1))

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 = CALCULATE([Completed], FILTER([handleTime] > 0))

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 = CALCULATE(COUNTROWS(vFACT_TASKLEGDETAILS), FILTER([direction] = "inbound"), FILTER([endedDateId] = -1))

Incomplete Contacts = CALCULATE(COUNTROWS(vFACT_TASKDETAILS), FILTER([direction] = "inbound"), FILTER([endedDateId] = -1))

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))

Monitored Count = CALCULATE([Completed Contacts], FILTER([isMonitored] = 1))

Monitored Rate (%) = [Monitored Count] / [Contacts Answered]

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

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

Other = CALCULATE([Completed], FILTER([queueCount] = 1)) + [CTQ Total Tasks] - [Short Abandoned] - [Abandoned] - [Answered] - [Dequeued] - [Forwarded]

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)

Recorded Count = CALCULATE([Completed Contacts], FILTER([recordingCount] > 0))

Recorded Rate (%) = [Recorded Count] / [Contacts Answered]

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 = CALCULATE ([Completed], FILTER(vFACT_TASKLEGDETAILS, [handleType] IN {"ivr","self_service"}))

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 = CALCULATE([Completed], FILTER([handleType] = "abandoned"), FILTER([queueCount] = 1), FILTER([shortCallDuration] / 1000 < [Short Call Threshold (s)]))

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

Survey Completed Count = CALCULATE([Completed Contacts], FILTER([FeedbackSurveyCompleted] = 1))

Survey Completed Rate (%) = [Survey Completed Count] / [Contacts Answered]

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 Contacts = [Contacts Answered] + [Contacts Abandoned] + [Contacts Forwarded] + [Contacts Other]

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

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

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))