Creating a First Call Resolution measure

Hi mrhenderson ,

I create sample data myself:

Then use this DAX to create a measure:

FirstCallResolutionWithin7Days = 
VAR _FLAG =
    CALCULATE (
        COUNTROWS ( Calls ),
        FILTER (
            ALL ( Calls ),
            Calls[Call Date] <= MAX ( Calls[Call Date] )
                && Calls[Call Date]
                    >= MAX ( Calls[Call Date] ) - 7
                && Calls[Client ID] = MAX ( 'Calls'[Client ID] )
        )
    )
RETURN
    IF ( _FLAG = 1, "First Call within 7 days", "Other Calls within 7 days" )

And the final output is as below:

Best Regards,
Dino Tao
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

Hi,

Share data in a format that can be pasted in an MS Excel file.  Show the expected result there.

table FLODS_ENQUIRY_INT_RELATION_F00

table FLODS_INTERACTION_F00

Based on the above data we can see that all 3 people handle 10 interactions each, however using the object/party/classification column we can see the same customer identifier apear 3 seperate times within 7 days. To get the FCR7 we would get the percentage of calls completed without a call back within 7 days. For Jessica Smith she answered 10 calls, however 2 did call back within the 7 days, her FCR would be 80%. Billy Jones had 1 call back so theres would be 90% and john doe had noone call back so theres is 100%. if there person called back after 7 days if would not affect this stat, and even those the person called back does affect the first csr, it count as a 'new' interaction' for the 2nd CSR (unless they again had to call back within 7 days)