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.
Hi @mrhenderson ,
I create sample data myself:
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:
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.
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