First call resolution 3 days

jorge_oliveira — Thu, 29 Jun 2023 09:41:32 GMT

Hello,

There's another post with a similar question, but I can't add a reply, so I'm starting a new thread. The other post is:

Solved: first call resolution - Microsoft Fabric Community

I need to measure First Contact Resolution (FCR), with more conditions than the original post. But I'm having trouble doing this with DAX.

Example of the dataset:

I highlighted the last 4 lines because the contacts happened in the same day, so they need a different treatment.

I have to calculate FCR in two different ways:

If the same customer doesn't contact again 3 days after the first contact it's a first contact resolution.

In this first calculation, we only consider the customer and the contact date.

Some conditions:

- If the customer contacts more than one time in the "first day", we only count as one.

- If we have a contact within 3 days after the first contact, and no contact after that second contact, this second contact is not a first contact resolution.

The result I expect:

As you can see, I only count one contact for the customers H and I.

If the same customer doesn't contact again 3 days after the first contact with a contact from the same type, we consider it a first contact resolution.

Some conditions:

- If the customer contacts more than one time in the "first day" with the same contact type, we only count as one.

- If we have a contact from the same type within 3 days after the first contact, and no contact from the same type after that second contact, this second contact is not a first contact resolution.

The result I expect:

In this example, customer I counts with only one contact.

I also need it to work with slicers. Here's an example with the type dimension in the slicer and the type 1 selected:

Thanks for all the help.

Best regards.

Jorge

Re: First call resolution 3 days

jorge_oliveira — Thu, 29 Jun 2023 09:39:14 GMT

Hello,

Any help with this?

Best regards,

Jorge

Re: First call resolution 3 days

jorge_oliveira — Thu, 07 Sep 2023 23:01:30 GMT

Still looking for some help with this question. Anyone?

Thanks,

Jorge

topic Re: First call resolution 3 days in DAX Commands and Tips

First call resolution 3 days

Re: First call resolution 3 days

Re: First call resolution 3 days