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mrhenderson's avatar
mrhenderson
Frequent Visitor
3 years ago

First call resolution

Hello

I am trying to get a First call resolution based on if the same person calls back regarding the same issue within the next 7 days and 14 days (FCR7 & FCR14) - Below you will see a screenshot of the data I have

A column for the date they called

A colum for who took the calls

and the custom column is unique number which indicates, who called, and what the issue is

 

I want to see if the number in the custom column appears again in the next 7 days and 14 days - so that i can get the % of calls resolved the first time To calculate FCR, you need to divide the total number of calls resolved on the first attempt divided by the total number of calls received.

 

 

1 Reply

  • EricVieira's avatar
    EricVieira
    Regular Visitor
    3 years ago

     

    Here's the DAX measure formula to determine first call resolution based on whether the same person calls back about the same issue within the next 7 and 14 days:

     

    lessCopy code
    First Call Resolution = VAR _7Days = TODAY() - 7 VAR _14Days = TODAY() - 14 RETURN CALCULATE( COUNTROWS('CallTable'), FILTER( 'CallTable', 'CallTable'[Date] >= _14Days && 'CallTable'[Date] <= _7Days && 'CallTable'[Issue] = EARLIER('CallTable'[Issue]) && 'CallTable'[Person] = EARLIER('CallTable'[Person]) ) ) > 0
     

    Assuming you have a table named 'CallTable' with a column 'Date' representing the date of the call, a column 'Issue' representing the issue reported in the call, and a column 'Person' representing the person who made the call.

    We use the VAR function to create two variables representing the date 7 and 14 days ago from today.