Forum Discussion
Creating Service Levels
Hello Power BI folks. I am working on trying to create specific service level measures for my organization. I am unsure if I am setting this up correcntly, and seem to be getting errors/inaccurate values when it comes to totals.
The first measure I am looking for is the based on the number of answered calls, who many have a speed to answer of less than 60. I created this meausre:
Then to create the service level, I created this mesaure:
2 Replies
Hello mchait
Can you please share the expected output and sample data?Anonymous
The below is a sample screen shot. My concern is the totals in the calls answered in 60 sec, ASA <70, and Serice Level <60, do not equal what is displayed.Here is some sample data to assist:
Number Date Arrival Type User ID Ring Talk Wait ACW Wrapup Time AHT ASA 50040 1/4/2021 8:30:05 Q 48108 0.05 0.48 0.07 0.03 0.17 0.68 0.07 50040 1/4/2021 8:30:20 Q 48153 0.02 0.28 0.07 0.03 0.17 0.48 0.07 50040 1/4/2021 8:30:48 Q 48153 0.02 0.50 0.07 0.03 0.17 0.70 0.07 50040 1/4/2021 8:30:49 Q 48108 0.02 0.62 0.07 0.03 0.17 0.82 0.07 50040 1/4/2021 8:31:24 Q 48153 0.02 0.32 0.07 0.03 0.17 0.52 0.07 50040 1/4/2021 8:31:38 Q 48108 0.03 0.40 0.15 0.03 0.17 0.60 0.15 50040 1/4/2021 8:32:34 Q 48153 0.08 0.22 0.08 0.03 0.17 0.42 0.08 50040 1/4/2021 8:32:44 Q 48108 0.07 0.48 0.07 0.03 0.17 0.68 0.07 50040 1/4/2021 8:32:47 Q 48153 0.02 0.37 0.13 0.03 0.17 0.57 0.13 50040 1/4/2021 8:32:53 Q 48153 0.02 0.30 0.47 0.03 0.17 0.50 0.47 50040 1/4/2021 8:33:15 Q 48108 0.05 1.00 0.32 0.03 0.17 1.20 0.32 50040 1/4/2021 8:33:26 Q 48153 0.02 0.22 0.27 0.03 0.17 0.42 0.27 50040 1/4/2021 8:34:41 Q 48153 0.02 0.60 0.05 0.03 0.17 0.80 0.05 50040 1/4/2021 8:34:56 Q 48108 0.03 0.42 0.05 0.03 0.17 0.62 0.05 50040 1/4/2021 8:35:24 Q 48153 0.05 0.27 0.23 0.03 0.17 0.47 0.23 50040 1/4/2021 8:35:36 Q 48108 0.07 0.85 0.12 0.03 0.17 1.05 0.12 The data is originall in HH:MM:SS format and has been covnerted to deminal minutes. Appreciate the help and assist.
