Agent Direct Calls

This measure category contains measures built from FACT_INBOUND and existing measures of this category.

This measure category contains measures built from FACT_AGENT_DIRECT_CALLS and existing measures of this category.

info

Main Focus is on measuring the direct calls from and to the agent phone extension without being routed from the contact center system nor dialed while handling an inbound task.

Measure name = DAX formulas and expressions

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

Avg Direct In Calls Handle Time (mm:ss) = Format [Avg Direct In Calls Handle Time (s)] in (mm:ss)

Avg Direct In Calls Handle Time (s) = [Direct In Calls Handle Time (s)] / [Direct In Calls Handled]

Avg Direct Out Calls Duration (hh:mm:ss) = Format [Avg Direct Out Calls Duration (s)] in (hh:mm:ss)

Avg Direct Out Calls Duration (mm:ss) = Format [Avg Direct Out Calls Duration (s)] in (mm:ss)

Avg Direct Out Calls Duration (s) = [Direct Out Calls Duration (s)] / [Direct Out Calls]

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

Avg Direct Out Calls Handle Time (mm:ss) = Format [Avg Direct Out Calls Handle Time (s)] in (mm:ss)

Avg Direct Out Calls Handle Time (s) = [Direct Out Calls Handle Time (s)] / [Direct Out Calls Handled]

Direct In Calls = CALCULATE ( SUM(FACT_AGENT_DIRECT_CALLS[Calls]), FACT_AGENT_DIRECT_CALLS[Direction] = 1)

Direct In Calls Handle Time (hh:mm:ss) = Format [Direct In Calls Handle Time (s)] in (hh:mm:ss)

Direct In Calls Handle Time (mm:ss) = Format [Direct In Calls Handle Time (s)] in (mm:ss)

Direct In Calls Handle Time (s) = CALCULATE ( SUM(FACT_AGENT_DIRECT_CALLS[TalkTime]) + SUM(FACT_AGENT_DIRECT_CALLS[HoldTime]) + SUM(FACT_AGENT_DIRECT_CALLS[WrapupTime]), FACT_AGENT_DIRECT_CALLS[Direction] = 1)

Direct In Calls Handled = CALCULATE ( [Direct In Calls], FACT_AGENT_DIRECT_CALLS[TreatmentValue] = 1)

Direct In Calls Missed = CALCULATE ( [Direct In Calls], FACT_AGENT_DIRECT_CALLS[TreatmentValue] <> 1)

Direct Out Calls = CALCULATE ( SUM(FACT_AGENT_DIRECT_CALLS[Calls]), FACT_AGENT_DIRECT_CALLS[Direction] = 2)

Direct Out Calls Dialed = CALCULATE ( [Direct Out Calls], FACT_AGENT_DIRECT_CALLS[TreatmentValue] > 0)

Direct Out Calls Duration (hh:mm:ss) = Format [Direct Out Calls Duration (s)] in (hh:mm:ss) 

Direct Out Calls Duration (mm:ss) = Format [Direct Out Calls Duration (s)] in (mm:ss) 

Direct Out Calls Duration (s) = CALCULATE ( SUM(FACT_AGENT_DIRECT_CALLS[Duration]), FACT_AGENT_DIRECT_CALLS[Direction] = 2)

Direct Out Calls Handle Time (hh:mm:ss) = Format [Direct Out Calls Handle Time (s)] in (hh:mm:ss)

Direct Out Calls Handle Time (mm:ss) = Format [Direct Out Calls Handle Time (s)] in (mm:ss)

Direct Out Calls Handle Time (s) = CALCULATE ( SUM(FACT_AGENT_DIRECT_CALLS[TalkTime]) + SUM(FACT_AGENT_DIRECT_CALLS[HoldTime]) + SUM(FACT_AGENT_DIRECT_CALLS[WrapupTime]), FACT_AGENT_DIRECT_CALLS[Direction] = 2)

Direct Out Calls Handled = CALCULATE ( [Direct Out Calls], FACT_AGENT_DIRECT_CALLS[TreatmentValue] = 1)

Direct Out Calls Hit Rate (%) = [Direct Out Calls Handled] / [Direct Out Calls Dialed]

Direct Out Calls Not Dialed = CALCULATE ( [Direct Out Calls], FACT_AGENT_DIRECT_CALLS[TreatmentValue] = 0)

Direct Out Calls Unanswered = CALCULATE ( [Direct Out Calls], FACT_AGENT_DIRECT_CALLS[TreatmentValue] > 1)