Inbound Handling

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 handling of handled tasks.

Measure name = DAX formulas and expressions

Answered per Ready Hour = IFERROR([Answered] / [Ready Time (h)],BLANK())

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

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

Avg Call Duration (s) = IFERROR([Call Duration (s)] / [Answered],BLANK())

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

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

Avg Consult Duration (s) = IFERROR([Consult Duration (s)] / [Consultations],BLANK())

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

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

Avg Handle Time (s) = IFERROR([Handle Time (s)] / [Answered],BLANK())

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

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

Avg Hold Time (s) = IFERROR(SUM(FACT_INBOUND_HANDLED[HoldTime]) / SUM(FACT_INBOUND[Answered]),BLANK())

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

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

Avg Ring Time (s) = IFERROR(SUM(FACT_INBOUND_HANDLED[RingTime]) / SUM(FACT_INBOUND[Answered]),BLANK())

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

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

Avg Talk Time (s) = IFERROR(SUM(FACT_INBOUND_HANDLED[TalkTime]) / SUM(FACT_INBOUND[Answered]),BLANK())

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

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

Avg Wrapup Time (s) = IFERROR(SUM(FACT_INBOUND_HANDLED[WrapupTime]) / SUM(FACT_INBOUND[Answered]),BLANK())

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

Call Duration (s) = SUM(FACT_INBOUND_HANDLED[TalkTime]) + SUM(FACT_INBOUND_HANDLED[HoldTime])

Consult Answered = SUM(FACT_AGENT_INBOUND_CONSULTATIONS[ConsultlegAnswered])

Consult Answered (%) = DIVIDE([Consult Answered], [Consultations])

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

Consult Duration (s) = SUM(FACT_AGENT_INBOUND_CONSULTATIONS[ConsultlegDuration])

Consult Unanswered = SUM(FACT_AGENT_INBOUND_CONSULTATIONS[ConsultlegUnanswered])

Consult Unanswered (%) = DIVIDE([Consult Unanswered], [Consultations])

Consultations = COUNT(FACT_AGENT_INBOUND_CONSULTATIONS[ParentRecoveryKey])

Consultations per Call = IFERROR([Consultations] / [Answered],BLANK())

Finished = SUM(FACT_INBOUND[Answered]) - SUM(FACT_INBOUND_HANDLED[Transferred])

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

Handle Time (s) = SUM(FACT_INBOUND_HANDLED[TalkTime]) + SUM(FACT_INBOUND_HANDLED[HoldTime]) + SUM(FACT_INBOUND_HANDLED[WrapupTime])

Hold = SUM(FACT_INBOUND_HANDLED[Hold])

Hold Rate (%) = DIVIDE([Hold] , [Answered])

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

Hold Time (s) = SUM(FACT_INBOUND_HANDLED[HoldTime]) 

Non Hold = SUM(FACT_INBOUND[Answered]) - SUM(FACT_INBOUND_HANDLED[Hold])

Non Hold Rate (%) = DIVIDE([Non Hold] , [Answered])

Self Finish Rate (%) = DIVIDE([Finished] , [Answered])

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

Talk Time (s) = SUM(FACT_INBOUND_HANDLED[TalkTime]) 

Transferred = SUM(FACT_INBOUND_HANDLED[Transferred])

Transferred (%) = DIVIDE([Transferred] , [Answered])

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

Wrapup Time Time (s) = SUM(FACT_INBOUND_HANDLED[WrapupTime])