Inbound Contacts

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 inbound customer contacts during the customer session.

The entire data is filtered with an additional FILTER([direction] = "inbound").

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

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

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

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

Avg Contact Handle Time (s) = [Contact Handle Time (s)] / [Contacts Answered]

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

Avg Contact Hold Time (s) = [Contact Hold Time (s)] / [Contacts Answered]

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

Avg Contact Talk Time (s) = [Contact Talk Time (s)] / [Contacts Answered]

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

Avg Contact Wait Time (s) = [Contact Wait Time (s)] / [Total Inbound Service Contacts]

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

Avg Contact Wrapup Time (s) = [Contact Wrapup Time (s)] / [Contacts Answered]

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

Callback Failure Count = CALCULATE ([Completed 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 Retry Rate (%) = [Callback Retry Count] / [Callback Count]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Contacts Abandoned = SUM([InContactsAbandoned])

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

Contacts Answered = SUM([InContactsAnswered])

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

Contacts Forwarded = SUM([InContactsForwarded])

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

Contacts Other = SUM([InContactsOther])

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

Contacts Selfservice = SUM([InContactsSelfservice])

Contacts Selfservice Fwd = SUM([InContactsSelfserviceFwd])

Contacts Short Abandoned = SUM([InContactsShortAbandoned])

Incomplete Contacts = SUM([InContactsIncomplete])

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

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

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

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

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

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

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)