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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
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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
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    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)