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Anonymous's avatar
Anonymous
Not applicable
7 years ago

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 calcula...
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themistoklis's avatar
themistoklis
Icon for Community Champion rankCommunity Champion
7 years ago

Anonymous

 

How about this formula:

 

FCR = IF([# of case redirections]<3;[# of case redirections];0) / [# of case redirections]
  • Anonymous's avatar
    Anonymous
    Not applicable
    7 years ago

    Many thanks themistoklis, but it doesn't seem to do the trick. Just as my FCR calculation, the row by row calculation is correct, but I can't get to an average for all cases. In the visual it does not allow me to do any calculation or slicing on the FCR. Anymore suggestions? Thx. 

    • themistoklis's avatar
      themistoklis
      Icon for Community Champion rankCommunity Champion
      7 years ago

      Can you share the workspace if possible and an image on how you want the data to look like?

       

      Also you cant put measure as slicers

      • Anonymous's avatar
        Anonymous
        Not applicable
        7 years ago

        I can't share the data. I'm trying to paste a snip-out of the canvas and visuals, but nothing happens when I paste it in here. 

         

        I would like to present a FCR ratio to the Customer Service team each month. Ideally I would display the ratio as a KPI visual against a target ratio. Right now the measure gives me this on a row level, saying it's either 100 or 0%, but I would need the average for all rows (cases).