CUSTOMER JOURNEY

This measure category contains measures built from a specific view CUSTOMER JOURNEY that fetches and aggregates data from the FACT_INBOUND and FACT_INBOUND_HANDLED tables for this purpose. It contains the total volume for several steps within the call flow, from the entry point to the transfer target. All steps are connected to each other as a source, destination or both.

info

Main Focus is to see the journey of all tasks within the system.

info

This first draft is in preview state without any configuration options. Any feedback about further requirements or ideas are highly welcome.

Measure name = DAX formulas and expressions

Journey Destination: Destination point of journey focus (Entry Point > Routing > Queue > Handling Team > Transfer Team)

Journey Source: Source point of journey focus (Entry Point > Routing > Queue > Handling Team > Transfer Team)

Journey Tasks: Number of Tasks flowing between Journey Source and Journey Destination