Inbound SLT Scenarios

This measure group contains measures built from vFACT_TASKLEGDETAILS data and re-uses the measures “Answered” and “Abandoned” from the Inbound measure group. It contains answered, abandoned and service level measures for several Service Level Threshold scenarios.

info

Main focus is on measuring the Service Level for several fixed Service Level Thresholds (SLT).

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

Abandoned within 00:00:10 = CALCULATE([Abandoned], FILTER([waitDuration] < 10000))

Abandoned within 00:00:20 = CALCULATE([Abandoned], FILTER([waitDuration] < 20000))

Abandoned within 00:00:30 = CALCULATE([Abandoned], FILTER([waitDuration] < 30000))

Abandoned within 00:00:40 = CALCULATE([Abandoned], FILTER([waitDuration] < 40000))

Abandoned within 00:00:50 = CALCULATE([Abandoned], FILTER([waitDuration] < 50000))

Abandoned within 00:01:00 = CALCULATE([Abandoned], FILTER([waitDuration] < 60000))

Abandoned within 00:02:00 = CALCULATE([Abandoned], FILTER([waitDuration] < 120000))

Abandoned within 00:05:00 = CALCULATE([Abandoned], FILTER([waitDuration] < 300000))

Abandoned within 00:10:00 = CALCULATE([Abandoned], FILTER([waitDuration] < 600000))

Abandoned within 00:20:00 = CALCULATE([Abandoned], FILTER([waitDuration] < 1200000))

Abandoned within 01:00:00 = CALCULATE([Abandoned], FILTER([waitDuration] < 3600000))

Answered within 00:00:10 = CALCULATE([Answered], FILTER([waitDuration] < 10000))

Answered within 00:00:20 = CALCULATE([Answered], FILTER([waitDuration] < 20000))

Answered within 00:00:30 = CALCULATE([Answered], FILTER([waitDuration] < 30000))

Answered within 00:00:40 = CALCULATE([Answered], FILTER([waitDuration] < 40000))

Answered within 00:00:50 = CALCULATE([Answered], FILTER([waitDuration] < 50000))

Answered within 00:01:00 = CALCULATE([Answered], FILTER([waitDuration] < 60000))

Answered within 00:02:00 = CALCULATE([Answered], FILTER([waitDuration] < 120000))

Answered within 00:05:00 = CALCULATE([Answered], FILTER([waitDuration] < 300000))

Answered within 00:10:00 = CALCULATE([Answered], FILTER([waitDuration] < 600000))

Answered within 00:20:00 = CALCULATE([Answered], FILTER([waitDuration] < 1200000))

Answered within 01:00:00 = CALCULATE([Answered], FILTER([waitDuration] < 3600000))

Service Level 00:00:10 (%) = [Answered within 00:00:10] / ([Total Inbound Service Tasks] - [Abandoned within 00:00:10])

Service Level 00:00:20 (%) = [Answered within 00:00:20] / ([Total Inbound Service Tasks] - [Abandoned within 00:00:20])

Service Level 00:00:30 (%) = [Answered within 00:00:30] / ([Total Inbound Service Tasks] - [Abandoned within 00:00:30])

Service Level 00:00:40 (%) = [Answered within 00:00:40] / ([Total Inbound Service Tasks] - [Abandoned within 00:00:40])

Service Level 00:00:50 (%) = [Answered within 00:00:50] / ([Total Inbound Service Tasks] - [Abandoned within 00:00:50])

Service Level 00:01:00 (%) = [Answered within 00:01:00] / ([Total Inbound Service Tasks] - [Abandoned within 00:01:00])

Service Level 00:02:00 (%) = [Answered within 00:02:00] / ([Total Inbound Service Tasks] - [Abandoned within 00:02:00])

Service Level 00:05:00 (%) = [Answered within 00:05:00] / ([Total Inbound Service Tasks] - [Abandoned within 00:05:00])

Service Level 00:10:00 (%) = [Answered within 00:10:00] / ([Total Inbound Service Tasks] - [Abandoned within 00:10:00])

Service Level 00:20:00 (%) = [Answered within 00:20:00] / ([Total Inbound Service Tasks] - [Abandoned within 00:20:00])

Service Level 01:00:00 (%) = [Answered within 01:00:00] / ([Total Inbound Service Tasks] - [Abandoned within 01:00:00])

Service Level neg. 00:00:10 (%) = [Answered within 00:00:10] / [Total Inbound Service Tasks]

Service Level neg. 00:00:20 (%) = [Answered within 00:00:20] / [Total Inbound Service Tasks]

Service Level neg. 00:00:30 (%) = [Answered within 00:00:30] / [Total Inbound Service Tasks]

Service Level neg. 00:00:40 (%) = [Answered within 00:00:40] / [Total Inbound Service Tasks]

Service Level neg. 00:00:50 (%) = [Answered within 00:00:50] / [Total Inbound Service Tasks]

Service Level neg. 00:01:00 (%) = [Answered within 00:01:00] / [Total Inbound Service Tasks]

Service Level neg. 00:02:00 (%) = [Answered within 00:02:00] / [Total Inbound Service Tasks]

Service Level neg. 00:05:00 (%) = [Answered within 00:05:00] / [Total Inbound Service Tasks]

Service Level neg. 00:10:00 (%) = [Answered within 00:10:00] / [Total Inbound Service Tasks]

Service Level neg. 00:20:00 (%) = [Answered within 00:20:00] / [Total Inbound Service Tasks]

Service Level neg. 01:00:00 (%) = [Answered within 01:00:00] / [Total Inbound Service Tasks]

Service Level pos. 00:00:10 (%) = ([Answered within 00:00:10] + [Abandoned within 00:00:10]) / [Total Inbound Service Tasks]

Service Level pos. 00:00:20 (%) = ([Answered within 00:00:20] + [Abandoned within 00:00:20]) / [Total Inbound Service Tasks]

Service Level pos. 00:00:30 (%) = ([Answered within 00:00:30] + [Abandoned within 00:00:30]) / [Total Inbound Service Tasks]

Service Level pos. 00:00:40 (%) = ([Answered within 00:00:40] + [Abandoned within 00:00:40]) / [Total Inbound Service Tasks]

Service Level pos. 00:00:50 (%) = ([Answered within 00:00:50] + [Abandoned within 00:00:50]) / [Total Inbound Service Tasks]

Service Level pos. 00:01:00 (%) = ([Answered within 00:01:00] + [Abandoned within 00:01:00]) / [Total Inbound Service Tasks]

Service Level pos. 00:02:00 (%) = ([Answered within 00:02:00] + [Abandoned within 00:02:00]) / [Total Inbound Service Tasks]

Service Level pos. 00:05:00 (%) = ([Answered within 00:05:00] + [Abandoned within 00:05:00]) / [Total Inbound Service Tasks]

Service Level pos. 00:10:00 (%) = ([Answered within 00:10:00] + [Abandoned within 00:10:00]) / [Total Inbound Service Tasks]

Service Level pos. 00:20:00 (%) = ([Answered within 00:20:00] + [Abandoned within 00:20:00]) / [Total Inbound Service Tasks]

Service Level pos. 01:00:00 (%) = ([Answered within 01:00:00] + [Abandoned within 01:00:00]) / [Total Inbound Service Tasks]