topic Re: Creating Service Levels in DAX Commands and Tips

Creating Service Levels

mchait — Tue, 30 Mar 2021 12:02:10 GMT

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:

ASA <60 Seconds =

DIVIDE(CALCULATE(COUNT(CallCenterRawData[Date]), CallCenterRawData[ASA] <1.00),

DISTINCTCOUNT(CallCenterRawData[Date]))

Unsure if I should be using the date column in my data or the arrival column.

Then to create the service level, I created this mesaure:

Service Level <60 =

DIVIDE([ASA <60 Seconds], SUM(CallCenterRawData[Number of Calls]))

When I put these mesaures in a table the summation of these measures do not add up.

Any help would be much appreciated. Thanks!

Re: Creating Service Levels

Anonymous — Fri, 02 Apr 2021 08:55:16 GMT

Hello mchait
Can you please share the expected output and sample data?

Re: Creating Service Levels

mchait — Mon, 05 Apr 2021 14:18:46 GMT

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.