Creating a ratio based on a calculated measure

Hi,

I'm trying to calculate a first contract resolution rate for our customer service department. My data source is Salesforce where I use the Case object and Case History object for this calculation. So far I've managed to calculate the number of redirections per case, by looking at the Case History object and counting the number of owners each CaseID has had. We've set the threshold to 3, meaning that 1 and 2 case owners are considered resolved at First Contact, 3 or more are not considered resolved at First Contact. Now let's say we have 4 cases, whereof 3 only needed 2 case owners to be resolved and 1 needed 4. We would then have a 75% First Contact Resolution rate.

I manage to calculate the number of redirections per case (as a measure) and even get to a boolean (also a measure) for each case number, but from here I'm not able to get to the ratio. Any help I can get is much appreciated.

DAX:

# of case redirections = CALCULATE(COUNTAX(SF_Kundcasehistorik;SF_Kundcasehistorik[CaseId]);or(SF_Kundcasehistorik[Field]="Owner";SF_Kundcasehistorik[Field]="ownerassignment"))

FCR = if([# of case redirections]<3;1;0)

Kind regards,

Pedro