Forum Discussion

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...
Need Help
Tips and Tricks
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).

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

Anonymous

 

You should click on photos button first and then add the images

  • Anonymous's avatar
    Anonymous
    Not applicable
    7 years ago

     

    As you can see, the individual rows are correct, but the total is 0. It doesn't let me to make an average of FCR for all rows.

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

      Anonymous

       

      Thanks for the photos

      Can you also send the formulas that you have for FCR and FCR%

    • Anonymous's avatar
      Anonymous
      Not applicable
      7 years ago

      Anonymous 
      See if this helps:

      Example file can be found Here

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

      Anonymous

       

      You can also try these formulas

       

      # of case redirections =

      SUMX ( VALUES ( SF_Kundcasehistorik[CaseNumber]);

      CALCULATE(COUNTAX(SF_Kundcasehistorik;SF_Kundcasehistorik[CaseId]);or(SF_Kundcasehistorik[Field]="Owner";SF_Kundcasehistorik[Field]="ownerassignment"))
      )

       

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