Inbound

This measure category contains measures built from FACT_INBOUND, FACT_INBOUND_HANDLED and existing measures of these categories.

info

Main Focus is on measuring the volume and treatment of all inbound tasks.

Measure name = DAX formulas and expressions

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

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

Abandon Wait Time (s) = SUM(FACT_INBOUND[AbandonWaitTime])

Abandoned = SUM(FACT_INBOUND[Abandoned])

Abandoned (%) = SUM(FACT_INBOUND[Abandoned]) / SUM(FACT_INBOUND[TotalCompleted])

Abandoned after SLT = CALCULATE ( [Abandoned], FACT_INBOUND[BeforeSLT] = 0)

Abandoned at Agent = SUM(FACT_AGENT_INBOUND_UNHANDLED[AbandAtAgent])

Abandoned before SLT = CALCULATE ( [Abandoned], FACT_INBOUND[BeforeSLT] = 1)

Agent Delivered = [Answered] + [Agent Unanswered]

Agent Error = SUM(FACT_AGENT_INBOUND_UNHANDLED[AgentError])

Agent Unanswered = [RONA] + [Abandoned at Agent] + [Agent Error]

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

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

Answer Wait Time (s) = CALCULATE ( [Wait Time (s)], FILTER( FACT_INBOUND, [Answered] = 1))

Answered = SUM(FACT_INBOUND[Answered])

Answered (%) = SUM(FACT_INBOUND[Answered]) / SUM(FACT_INBOUND[TotalCompleted])

Answered before SLT = CALCULATE ( [Answered], FACT_INBOUND[BeforeSLT] = 1)

Answered Overflow Queue = COUNT(FACT_INBOUND_HANDLED[RecoveryKey]) - SUM(FACT_INBOUND_HANDLED[PrimaryQ])

Answered Primary Queue = SUM(FACT_INBOUND_HANDLED[PrimaryQ])

Availability (%) = DIVIDE([Answered] , [Total Completed] - [Abandoned before SLT] )

Avg Abandon at Agent Ring Time (s) = CALCULATE ( SUM(FACT_AGENT_INBOUND_UNHANDLED[RingTime]), FILTER( FACT_AGENT_INBOUND_UNHANDLED, [AbandAtAgent] = 1)) / SUM(FACT_AGENT_INBOUND_UNHANDLED[AbandAtAgent])

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

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

Avg Abandon Wait Time (s) = SUM(FACT_INBOUND[AbandonWaitTime]) / SUM(FACT_INBOUND[Abandoned])

Avg Agent Delivered Ring Time (hh:mm:ss) = Format [Avg Call Duration (s)] in (hh:mm:ss)

Avg Agent Delivered Ring Time (mm:ss) = Format [Avg Call Duration (s)] in (mm:ss)

Avg Agent Delivered Ring Time (s) = ( SUM(FACT_INBOUND_HANDLED[RingTime]) + SUM(FACT_AGENT_INBOUND_UNHANDLED[RingTime])) / ([Answered] + [Agent Unanswered])

Avg Agent Error Ring Time (s) = CALCULATE ( SUM(FACT_AGENT_INBOUND_UNHANDLED[RingTime]), FILTER( FACT_AGENT_INBOUND_UNHANDLED, [AgentError] = 1)) / SUM(FACT_AGENT_INBOUND_UNHANDLED[AgentError])

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

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

Avg Answer Wait Time (s) = [Answer Wait Time (s)] / [Answered]

Avg RONA Ring Time (s) = CALCULATE ( SUM(FACT_AGENT_INBOUND_UNHANDLED[RingTime]), FILTER( FACT_AGENT_INBOUND_UNHANDLED, [RONA] = 1)) / SUM(FACT_AGENT_INBOUND_UNHANDLED[RONA])

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

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

Avg Wait Time (s) = SUM(FACT_INBOUND[WaitTime]) / SUM(FACT_INBOUND[TotalCompleted])

Fault = SUM(FACT_INBOUND[Fault])

Fault (%) = SUM(FACT_INBOUND[Fault]) / SUM(FACT_INBOUND[TotalCompleted])

Fault before SLT = CALCULATE ( [Fault], FACT_INBOUND[BeforeSLT] = 1)

Forwarded = SUM(FACT_INBOUND[Forwarded])

Forwarded (%) = SUM(FACT_INBOUND[Forwarded]) / SUM(FACT_INBOUND[TotalCompleted])

Forwarded before SLT = CALCULATE ( [Fault], FACT_INBOUND[BeforeSLT] = 1)

Lost = SUM(FACT_INBOUND[Lost])

Lost (%) = SUM(FACT_INBOUND[Lost]) / SUM(FACT_INBOUND[TotalCompleted])

Lost (by Agent) = CALCULATE([Lost], USERELATIONSHIP( AGENT[AgentID],FACT_INBOUND[LostAgentID] ) )

Lost before SLT = CALCULATE ( [Lost], FACT_INBOUND[BeforeSLT] = 1)

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

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

Max. Abandon Wait Time (s) = MAX(FACT_INBOUND[AbandonWaitTime])

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

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

Max. Wait Time (s) = MAX(FACT_INBOUND[WaitTime])

Offered (start time) = CALCULATE([Offered], USERELATIONSHIP( 'DATE'[Date],FACT_INBOUND[StartDate] ), USERELATIONSHIP( TIME[Interval Start Time],FACT_INBOUND[StartIntervalTime] ) )

Other = [Terminated] + [Lost] + [Fault]

Other (%) = [Other] /[Total Completed]

Primary Queue Rate (%) = DIVIDE([Answered Primary Queue] , [Answered])

Rerouted = SUM(FACT_INBOUND[Rerouted])

RONA = SUM(FACT_AGENT_INBOUND_UNHANDLED[RONA])

RONA Rate (%) = SUM(FACT_AGENT_INBOUND_UNHANDLED[RONA]) / (SUM(FACT_INBOUND[Answered]) + SUM(FACT_AGENT_INBOUND_UNHANDLED[RONA]))

Service Level (%) = DIVIDE([Answered before SLT] , [Total Completed] - [Abandoned before SLT] )

Terminated = SUM(FACT_INBOUND[Terminated])

Terminated (%) = SUM(FACT_INBOUND[Terminated]) / SUM(FACT_INBOUND[TotalCompleted])

Terminated before SLT = CALCULATE ( [Terminated], FACT_INBOUND[BeforeSLT] = 1)

Total Completed = SUM(FACT_INBOUND[TotalCompleted])

Total Completed after SLT = CALCULATE ( [Total Completed], FACT_INBOUND[BeforeSLT] = 0)

Total Completed before SLT = CALCULATE ( [Total Completed], FACT_INBOUND[BeforeSLT] = 1)

Unanswered = [Total Completed] - [Answered]

Unanswered (%) = [Unanswered] / [Total Completed]

Unanswered after SLT = CALCULATE ( [Unanswered], FACT_INBOUND[BeforeSLT] = 0)

Unanswered before SLT = CALCULATE ( [Unanswered], FACT_INBOUND[BeforeSLT] = 1)

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

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

Wait Time (s) = SUM(FACT_INBOUND[WaitTime])