Calculate Agent Utilization

Question

Hello everyone,&nbsp;I need your help in calculating agent utilization based on number of inbound &amp; outbound calls, AHT(s), Avg Hold Time(s) and Avg Wrap Time (s). In the below table,Total calls taken = Total Calls Accepted + Total OutboundCalls per day =&nbsp;Total calls taken/# of days in a month by agentTotal Productive time =&nbsp;Calls per day*(AHT(s) + Avg Hold Time(s) + Avg Wrap Time(s))Utilzation =&nbsp;Total Productive time/ (480*60)The ask is to get utilzation for each agents by each month.Sample output expected for Agent Name: AABIDIN for Month=2Total calls taken = (22+16+13+18) + (2+3+7+9) = 90Calls per day =&nbsp;90/4 (4 days in month 2)=23Total Productive time =&nbsp;23*(average(582,948,801,684)+average(73,168,107,103)+average(101,243,189,183))=23524Utilzation =&nbsp;23524/ (480*60) = 81.7%The below calculation should work for each agents by year and month&nbsp;YearMonthAgent NameTotal Calls AcceptedAHT (s)Avg Hold Time (s)Avg Wrap Time (s)Total Outbound20222AABIDIN2258273101220222AABIDIN16948168243320222AABIDIN13801107189720222AABIDIN18684103183920223AABIDIN14901822681320223AABIDIN23711112180420223AABIDIN1983999261520223AABIDIN169421582482820231AADAMCIK2374103268720231AADAMCIK29630505120231AADAMCIK55240931120231AADAMCIK&nbsp;&nbsp;00320232AADAMCIK7475082920232AADAMCIK65020135020232AADAMCIK23980411

anonymous · Accepted Answer

HI&nbsp;prasadhebbar315,
You can check the following sample and measure formulas if they suitable for your requirement:
Total calls taken = 
CALCULATE (
    SUM ( 'Table'[Total Calls Accepted] ) + SUM ( 'Table'[Total Outbound] ),
    ALLSELECTED ( 'Table' ),
    VALUES ( 'Table'[Year] ),
    VALUES ( 'Table'[Month] ),
    VALUES ( 'Table'[Agent Name] )
)

Calls per day = 
VAR dayCountPerAgent =
    CALCULATE (
        COUNT ( 'Table'[Agent Name] ),
        ALLSELECTED ( 'Table' ),
        VALUES ( 'Table'[Year] ),
        VALUES ( 'Table'[Month] ),
        VALUES ( 'Table'[Agent Name] )
    )
RETURN
    [Total calls taken] / dayCountPerAgent

Total Productive time = 
[Calls per day]
    * CALCULATE (
        AVERAGE ( 'Table'[AHT (s)] ) + AVERAGE ( 'Table'[Avg Hold Time (s)] )
            + AVERAGE ( 'Table'[Avg Wrap Time (s)] ),
        ALLSELECTED ( 'Table' ),
        VALUES ( 'Table'[Year] ),
        VALUES ( 'Table'[Month] ),
        VALUES ( 'Table'[Agent Name] )
    )

Utilzation = 
VAR rate = 480 * 60
RETURN
    [Total Productive time] / rate

Regards,
Xiaoxin Sheng

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Year	Month	Agent Name	Total Calls Accepted	AHT (s)	Avg Hold Time (s)	Avg Wrap Time (s)	Total Outbound
2022	2	AABIDIN	22	582	73	101	2
2022	2	AABIDIN	16	948	168	243	3
2022	2	AABIDIN	13	801	107	189	7
2022	2	AABIDIN	18	684	103	183	9
2022	3	AABIDIN	14	901	82	268	13
2022	3	AABIDIN	23	711	112	180	4
2022	3	AABIDIN	19	839	99	261	5
2022	3	AABIDIN	16	942	158	248	28
2023	1	AADAMCIK	2	3741	0	3268	7
2023	1	AADAMCIK	2	963	0	505	1
2023	1	AADAMCIK	5	524	0	93	11
2023	1	AADAMCIK			0	0	3
2023	2	AADAMCIK	7	475	0	82	9
2023	2	AADAMCIK	6	502	0	135	0
2023	2	AADAMCIK	2	398	0	41	1