ALL Agents Comparison

This measure category contains measures built from all fact agent tables. It calculates the average of all selected data (teams, org. units, etc.) to be compared with a single, selected agent.

info

Main Focus is on comparing the performance of a selected agent to the respective KPIs of all selected data.

Measure name = DAX formulas and expressions

Answered per Ready Hour ALL Agents = IFERROR(CALCULATE([Answered], ALL(AGENT[Agent Name])) / CALCULATE([Ready Time (h)], ALL(AGENT[Agent Name])),BLANK())

Avg Call Duration ALL Agents (hh:mm:ss) = Format [Avg Call Duration ALL Agents (s)] in (hh:mm:ss)

Avg Call Duration ALL Agents (mm:ss) = Format [Avg Call Duration ALL Agents (s)] in (mm:ss)

Avg Call Duration ALL Agents (s) = CALCULATE([Call Duration (s)] , ALL(AGENT[Agent Name])) / CALCULATE([Answered], ALL(AGENT[Agent Name]))

Avg Consult Duration ALL Agents (hh:mm:ss) = Format [Avg Consult Duration ALL Agents (s)] in (hh:mm:ss)

Avg Consult Duration ALL Agents (mm:ss) = Format [Avg Consult Duration ALL Agents (s)] in (mm:ss)

Avg Consult Duration ALL Agents (s) = IFERROR(CALCULATE([Consult Duration (s)], ALL(AGENT[Agent Name])) / CALCULATE([Consultations], ALL(AGENT[Agent Name])),BLANK())

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

Avg Handle Time ALL Agents (mm:ss) = Format [Avg Handle Time ALL Agents (s)] in (mm:ss)

Avg Handle Time ALL Agents (s) = CALCULATE([Handle Time (s)] , ALL(AGENT[Agent Name])) / CALCULATE([Answered], ALL(AGENT[Agent Name]))

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

Avg Hold Time ALL Agents (mm:ss) = Format [Avg Hold Time ALL Agents (s)] in (mm:ss)

Avg Hold Time ALL Agents (s) = CALCULATE([Hold Time (s)] , ALL(AGENT[Agent Name])) / CALCULATE([Answered], ALL(AGENT[Agent Name]))

Avg Ring Time ALL Agents (hh:mm:ss) = Format [Avg Ring Time ALL Agents (s)] in (hh:mm:ss)

Avg Ring Time ALL Agents (mm:ss) = Format [Avg Ring Time ALL Agents (s)] in (mm:ss)

Avg Ring Time ALL Agents (s) = IFERROR(CALCULATE(SUM(FACT_INBOUND_HANDLED[RingTime]) , ALL(AGENT[Agent Name])) / CALCULATE([Answered] , ALL(AGENT[Agent Name])),BLANK())

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

Avg Talk Time ALL Agents (mm:ss) = Format [Avg Talk Time ALL Agents (s)] in (mm:ss)

Avg Talk Time ALL Agents (s) = CALCULATE([Talk Time (s)] , ALL(AGENT[Agent Name])) / CALCULATE([Answered], ALL(AGENT[Agent Name]))

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

Avg Wrapup Time ALL Agents (mm:ss) = Format [Avg Wrapup Time ALL Agents (s)] in (mm:ss)

Avg Wrapup Time ALL Agents (s) = CALCULATE([Wrapup Time Time (s)] , ALL(AGENT[Agent Name])) / CALCULATE([Answered], ALL(AGENT[Agent Name]))

Consultations per Call ALL Agents = IFERROR(CALCULATE([Consultations], ALL(AGENT[Agent Name])) / CALCULATE([Answered], ALL(AGENT[Agent Name])),BLANK())

Hold Rate ALL Agents (%) = DIVIDE(CALCULATE([Hold], ALL(AGENT[Agent Name])), CALCULATE([Answered], ALL(AGENT[Agent Name])))

Non Hold Rate ALL Agents (%) = DIVIDE(CALCULATE([Non Hold], ALL(AGENT[Agent Name])), CALCULATE([Answered], ALL(AGENT[Agent Name])))

Occupancy ALL Agents (%) = CALCULATE([Active Time (s)] , ALL(AGENT[Agent Name])) / CALCULATE([Ready Time (s)], ALL(AGENT[Agent Name]))

Productivity ALL Agents (%) = CALCULATE([Productive Time (s)] , ALL(AGENT[Agent Name])) / CALCULATE([Login Time (s)] , ALL(AGENT[Agent Name]))

RONA Rate ALL Agents (%) = CALCULATE([RONA] , ALL(AGENT[Agent Name])) / (CALCULATE([Answered] , ALL(AGENT[Agent Name])) + CALCULATE([RONA] , ALL(AGENT[Agent Name])))

Self Finish Rate ALL Agents (%) = DIVIDE(CALCULATE([Finished], ALL(AGENT[Agent Name])), CALCULATE([Answered], ALL(AGENT[Agent Name])))

Transferred ALL Agents (%) = DIVIDE(CALCULATE([Transferred], ALL(AGENT[Agent Name])), CALCULATE([Answered], ALL(AGENT[Agent Name])))