Service Level for Call Stats

[Anonymous]

Hi,

I am trying to work out the service level for a call stats report. I have a column which says whether an incoming call was answered within 3 minutes and either states yes or no. On previous dahsboards on Excel I have used this formula =sum(Yes/(Yes+No). I have tried a lot of DAX formulas but have yet to find one that works. 

Does anyone have a solution to this?

Thanks,

[amitchandak]

@Anonymous , Can you share sample data and sample output in table format? Or a sample pbix after removing sensitive data.

[Anonymous]

Hi amitchandak,

Ive attached a screenshot of my table structure and some example data. 

[Anonymous]

@amitchandak Sorry forgot to tag you in my previous comment

[Anonymous · Accepted solution]

// This gives you the precentage of
// calls that were answered within
// less than 3 mins where the start
// of the call was within a certain
// time frame. The Dates table
// should be connected to your fact
// table on some date field which will
// mean "the day on which the call
// started." Let C be the fact table
// that you've shown. By the way,
// it's always better to give us raw
// data, not pictures. Nobody wants
// to type this data manually in.

[% Calls < 3] =
var __allCallsCount =
    COUNTROWS( C )
var __callsWithDurationLessThan3 =
    CALCULATE(
        COUNTROWS( C ),
        KEEPFILTERS(
            C[Less Than 3] = "Yes"
        )
    )
var __ratio =
    DIVIDE(
        __callsWithDurationLessThan3,
        __allCallsCount
    )
return
    __ratio