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ajdm2007's avatar
ajdm2007
Icon for Helper III rankHelper III
1 year ago
Solved

Efficient and effective metrics

Hello guys, 

 

I have a table where I track different performance metrics to evaluate how the specialists on my team are doing.

 

I’m wondering if it’s possible to develop a formula to calculate the following:

  1. Who is the fastest specialist? Based on the Max resolution time (Hrs) metric.
  2. Who is the specialist that most consistently meets the SLA? Based on the SLA compliant metric.
  3. Who is the most responsive specialist? Based on the First reply metric.
  4. Who is the most efficient specialist? Based on the lowest average resolution time (Max resolution time) and the highest SLA compliance.
  5. Who is the most effective specialist? Based on the highest percentage of solved cases (Solved) out of the total cases and the highest number of full resolutions (Full resolution).

Any ideas on how to develop these metrics?

 

Thanks in advance,

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  • Anonymous's avatar
    Anonymous
    1 year ago

    Hi ajdm2007 ,

    I create a table as you mentioned.

    Then I think you can create a measure like this template.

    Measure1 =
VAR fastest_specialist =
    MAXX ( ALL ( 'Table' ), 'Table'[Max resolution time(Hrs.)] )
RETURN
    CALCULATE (
        FIRSTNONBLANK ( 'Table'[Specialist], 1 ),
        'Table'[Max resolution time(Hrs.)] = fastest_specialist
    )

    So you can change the column as you want and it will give you what you want.

    Measure = 
VAR _Measure2 =
    CALCULATE (
        FIRSTNONBLANK ( 'Table'[Specialist], 1 ),
        'Table'[Max resolution time(Hrs.)]
            = MAXX ( ALL ( 'Table' ), 'Table'[Max resolution time(Hrs.)] )
    )
VAR _Measure3 =
    CALCULATE (
        FIRSTNONBLANK ( 'Table'[Specialist], 1 ),
        'Table'[First reply] = MAXX ( ALL ( 'Table' ), 'Table'[First reply] )
    )
RETURN
    // _Measure2
    _Measure3

     

     

     

    Best Regards

    Yilong Zhou

    If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

3 Replies

  • Ashish_Mathur's avatar
    Ashish_Mathur
    Icon for Super User rankSuper User
    1 year ago

    Hi,

    Drag this measure to a card visual (Q1)

    Fastest specialist = CONCATENATEX(TOPN (1,Specialists,[Max Resolution time (Hrs.)],ASC ), Specialists[Specialist],",  ")

    Specialists is a single column Dim table with Specialist as the column name

  • Anonymous's avatar
    Anonymous
    Not applicable
    1 year ago

    Hi ajdm2007 ,

    I create a table as you mentioned.

    Then I think you can create a measure like this template.

    Measure1 =
VAR fastest_specialist =
    MAXX ( ALL ( 'Table' ), 'Table'[Max resolution time(Hrs.)] )
RETURN
    CALCULATE (
        FIRSTNONBLANK ( 'Table'[Specialist], 1 ),
        'Table'[Max resolution time(Hrs.)] = fastest_specialist
    )

    So you can change the column as you want and it will give you what you want.

    Measure = 
VAR _Measure2 =
    CALCULATE (
        FIRSTNONBLANK ( 'Table'[Specialist], 1 ),
        'Table'[Max resolution time(Hrs.)]
            = MAXX ( ALL ( 'Table' ), 'Table'[Max resolution time(Hrs.)] )
    )
VAR _Measure3 =
    CALCULATE (
        FIRSTNONBLANK ( 'Table'[Specialist], 1 ),
        'Table'[First reply] = MAXX ( ALL ( 'Table' ), 'Table'[First reply] )
    )
RETURN
    // _Measure2
    _Measure3

     

     

     

    Best Regards

    Yilong Zhou

    If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

    • ajdm2007's avatar
      ajdm2007
      Icon for Helper III rankHelper III
      1 year ago

      Thank you so much.

       

      I would like to take it a step further and display the photo of the specialist next to the table. This should be dynamic, as Specialist A might be the most efficient in month X, but the following month it could be Specialist B. Is it possible to achieve that?

       

      Thank you again.