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mrhenderson
Frequent Visitor

Creating a First Call Resolution measure

‎11-20-2024 06:38 AM

Hello,

 

I am trying to create a measure that show first call resolution for within 7 days. Essentially, i have a table that liosts all phone calls taken by every CSR. There is a have a column that says when a customer called in, and a column with the specific client ID number.

What i want to do it understand is if that client ID number appears again within previous 7 days. This will tell me if the first CSR was able to resolve the calls, if they called back then they didn't. I did create a measure to countrows for when that client ID number (object/party/classification) appears. But can't get the date function to work.

mrhenderson_0-1732113393424.png

mrhenderson_1-1732113417057.png

 

 

 

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Message 1 of 7
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mrhenderson
Frequent Visitor

‎11-25-2024 05:52 AM

table FLODS_ENQUIRY_INT_RELATION_F00

INTERACTION_IDobject/party/classification
101001026174.00101000822590
101001026175.00101000822591
101001026176.00101000822592
101001026177.00101000822593
101001026178.00101000822594
101001026179.00101000822595
101001026180.00101000822596
101001026181.00101000822597
101001026182.00101000822598
101001026183.00101000822599
101001026184.00101000822600
101001026185.00101000822601
101001026186.00101000822602
101001026187.00101000822603
101001026188.00101000822604
101001026189.00101000822605
101001026190.00101000822606
101001026191.00101000822607
101001026192.00101000822608
101001026193.00101000822609
101001026194.00101000822593
101001026195.00101000822591
101001026196.00101000822612
101001026197.00101000822613
101001026198.00101000822614
101001026199.00101000822615
101001026200.00101000822616
101001026201.00101000822617
101001026202.00101000822618
101001026203.00101000822596

table FLODS_INTERACTION_F00

CREATED_DTCREATED_BY_IDINTERACTION_ID
1/2/2024jessica.smith101001026174.00
1/2/2024jessica.smith101001026175.00
1/2/2024billy.jones101001026176.00
1/2/2024billy.jones101001026177.00
1/2/2024billy.jones101001026178.00
1/2/2024billy.jones101001026179.00
1/3/2024jessica.smith101001026180.00
1/3/2024jessica.smith101001026181.00
1/3/2024jessica.smith101001026182.00
1/3/2024jessica.smith101001026183.00
1/3/2024jessica.smith101001026184.00
1/3/2024jessica.smith101001026185.00
1/3/2024jessica.smith101001026186.00
1/3/2024jessica.smith101001026187.00
1/3/2024billy.jones101001026188.00
1/3/2024john.doe101001026189.00
1/4/2024john.doe101001026190.00
1/4/2024john.doe101001026191.00
1/4/2024john.doe101001026192.00
1/4/2024john.doe101001026193.00
1/4/2024john.doe101001026194.00
1/4/2024billy.jones101001026195.00
1/4/2024billy.jones101001026196.00
1/4/2024john.doe101001026197.00
1/4/2024john.doe101001026198.00
1/4/2024billy.jones101001026199.00
1/5/2024john.doe101001026200.00
1/5/2024john.doe101001026201.00
1/5/2024billy.jones101001026202.00
1/5/2024billy.jones101001026203.00


Based on the above data we can see that all 3 people handle 10 interactions each, however using the object/party/classification column we can see the same customer identifier apear 3 seperate times within 7 days. To get the FCR7 we would get the percentage of calls completed without a call back within 7 days. For Jessica Smith she answered 10 calls, however 2 did call back within the 7 days, her FCR would be 80%. Billy Jones had 1 call back so theres would be 90% and john doe had noone call back so theres is 100%. if there person called back after 7 days if would not affect this stat, and even those the person called back does affect the first csr, it count as a 'new' interaction' for the 2nd CSR (unless they again had to call back within 7 days)

Message 6 of 7
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Ashish_Mathur
Super User
Super User
In response to mrhenderson

‎11-25-2024 07:00 PM

I am sure somene who understands your question will help.


Regards,
Ashish Mathur
http://www.ashishmathur.com
https://www.linkedin.com/in/excelenthusiasts/
Message 7 of 7
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Ashish_Mathur
Super User
Super User

‎11-20-2024 07:02 PM

Hi,

Share data in a format that can be pasted in an MS Excel file.  Show the expected result there.


Regards,
Ashish Mathur
http://www.ashishmathur.com
https://www.linkedin.com/in/excelenthusiasts/
Message 3 of 7
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mrhenderson
Frequent Visitor
In response to Ashish_Mathur

‎11-22-2024 11:09 AM

Table: FLODS_INTERACTION _F00

CREATED_DTCREATED_BY_IDINTERACTION_ID
1/2/2024jessica.smith1.01001E+11
1/2/2024jessica.smith1.01001E+11
1/2/2024billy.jones1.01001E+11
1/2/2024billy.jones1.01001E+11
1/2/2024billy.jones1.01001E+11
1/2/2024billy.jones1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/3/2024jessica.smith1.01001E+11
1/4/2024john.smith1.01001E+11
1/4/2024john.smith1.01001E+11
1/4/2024john.smith1.01001E+11
1/4/2024john.smith1.01001E+11
1/4/2024john.smith1.01001E+11
1/4/2024jessica.smith1.01001E+11
1/4/2024jessica.smith1.01001E+11
1/4/2024jessica.smith1.01001E+11
1/4/2024jessica.smith1.01001E+11
1/4/2024jessica.smith1.01001E+11

 

table FLODS_ENQUIRY_INT_RELATIONSHIP_F00

INTERACTION_IDobject/party/classification
101001026174.001.01001E+20
101001026178.001.01001E+20
101001026180.001.01001E+20
101001026181.001.01E+20
101001026185.001.01001E+20
101001026186.001.01E+20
101001026187.001.01001E+20
101001026192.00'-99101000328
101001026193.001.01E+20
101001026194.001.01001E+20
101001026195.001.01E+20
101001026196.001.01001E+20
101001026199.001.01001E+20
101001026201.001.01001E+20
101001026202.001.01E+20
101001026204.001.01001E+20
101001026206.001.01001E+20
101001026207.001.01E+20
101001026209.001.01001E+20
101001026210.001.01001E+20
101001026211.001.01001E+20
101001026212.001.01001E+20
101001026213.001.01E+20
101001026214.001.01001E+20
101001026216.001.01001E+20
101001026218.001.01001E+20
Message 4 of 7
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Ashish_Mathur
Super User
Super User
In response to mrhenderson

‎11-22-2024 07:51 PM

Hi,

Based on the 2 tables that you have shared, show the expected result very clearly.


Regards,
Ashish Mathur
http://www.ashishmathur.com
https://www.linkedin.com/in/excelenthusiasts/
Message 5 of 7
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Anonymous
Not applicable

‎11-20-2024 06:23 PM

Hi @mrhenderson ,

I create sample data myself:

vjunyantmsft_0-1732155731521.png


Then use this DAX to create a measure:

FirstCallResolutionWithin7Days = 
VAR _FLAG =
    CALCULATE (
        COUNTROWS ( Calls ),
        FILTER (
            ALL ( Calls ),
            Calls[Call Date] <= MAX ( Calls[Call Date] )
                && Calls[Call Date]
                    >= MAX ( Calls[Call Date] ) - 7
                && Calls[Client ID] = MAX ( 'Calls'[Client ID] )
        )
    )
RETURN
    IF ( _FLAG = 1, "First Call within 7 days", "Other Calls within 7 days" )

And the final output is as below:

vjunyantmsft_1-1732155784581.png


Best Regards,
Dino Tao
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

Creating a First Call Resolution measure.pbix
Message 2 of 7
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