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smather's avatar
smather
Helper III
4 years ago
Solved

Call Stats - Roll Up Figures

Hi 🙂    I have some call stat data I'm struggling with (my brain is refusing to work) and any help would be fab.    I have a col that sorts our calls like so:   Handled = IF('Call'[Contact Di...
Need Help
  • Anonymous's avatar
    Anonymous
    4 years ago

    Hi smather ,

    You can update the formula of your measure [TestMeasure] as below and check whether you can get the correct result.

    TestMeasure =
    VAR _selhandabdon =
    SELECTEDVALUE ( 'Call'[Handled and Abandoned] )
    VAR TenSecs =
    CALCULATE (
    SUM ( 'Call'[All Calls] ),
    FILTER (
    FILTER (
    ALLSELECTED ( 'Call' ),
    'Call'[Handled and Abandoned] = "Handled Within 10 Seconds"
    ),
    'Call'[X] <= MAX ( 'Call'[X] )
    )
    )
    VAR TwentySecs =
    CALCULATE (
    SUM ( 'Call'[All Calls] ),
    FILTER (
    FILTER (
    ALLSELECTED ( 'Call' ),
    'Call'[Handled and Abandoned] = "Handled Within 20 Seconds"
    ),
    'Call'[X] <= MAX ( 'Call'[X] )
    )
    )
    VAR ThirtySecs =
    CALCULATE (
    SUM ( 'Call'[All Calls] ),
    FILTER (
    FILTER (
    ALLSELECTED ( 'Call' ),
    'Call'[Handled and Abandoned] = "Handled Within 30 Seconds"
    ),
    'Call'[X] <= MAX ( 'Call'[X] )
    )
    )
    VAR SixtySecs =
    CALCULATE (
    SUM ( 'Call'[All Calls] ),
    FILTER (
    FILTER (
    ALLSELECTED ( 'Call' ),
    'Call'[Handled and Abandoned] = "Handled in SLT (60 Seconds)"
    ),
    'Call'[X] <= MAX ( 'Call'[X] )
    )
    )
    VAR Abandoned =
    CALCULATE (
    SUM ( 'Call'[All Calls] ),
    FILTER (
    FILTER ( ALLSELECTED ( 'Call' ), 'Call'[Handled and Abandoned] = "Abandoned" ),
    'Call'[X] <= MAX ( 'Call'[X] )
    )
    )
    RETURN
    IF (
    _selhandabdon = "Handled Within 10 Seconds",
    TenSecs,
    IF (
    _selhandabdon = "Handled Within 20 Seconds",
    TenSecs + TwentySecs,
    IF (
    _selhandabdon = "Handled Within 30 Seconds",
    TenSecs + TwentySecs + ThirtySecs,
    IF (
    _selhandabdon = "Handled in SLT (60 Seconds)",
    TenSecs + TwentySecs + ThirtySecs + SixtySecs,
    IF ( _selhandabdon = "Abandoned", Abandoned )
    )
    )
    )
    )

    Best Regards

Greg_Deckler's avatar
Greg_Deckler
Community Champion
4 years ago

smather Without sample data tough to be specific but I would just figure out what category I am in and then add the two together (10 seconds and 20 seconds). 

  • smather's avatar
    smather
    Helper III
    4 years ago

    Hi Greg_Deckler 

     

    My data looks a little like this: 

     

    Session IDStart TimeEnd TimeQueue TimeTalk TimeSectorHandledHandled/AbandonedNumber CalledCountable Call

     

    There's a lot more cols than that, but it's just a general idea. The handled col has the code in it above, so if it's below ten seconds, that row will say "Handled Within 10 seconds", if it's below twenty seconds, "Handled Within 20 Seconds", etc. It's not a number I can physically add up. It adds up the countable calls and sorts them into "Handled Within 10/20/30/Outside 60 Seconds" and when you do show as a percentage of the grand total, it does - but I need thefigures to roll up, so whatever is in 10 seconds adds onto 20 seconds numbers. 

     

    I don't know how to add them up, that's what I'm asking, poorly. 

  • smather's avatar
    smather
    Helper III
    4 years ago

    Greg_Deckler Do you know how I'd add these figures up?