Here is a link to some dummy data that is very similar to our real data.
I work in a call center as part of the quality team. One of the activities we do is comparing the evaluation scores of the quality team against the evaluations scores of the call center team leaders for the same call interaction.
In our raw data, each individual call takes up about 8 rows of data, all with the same call information, who took the call, who marked the call, a unique recording ID etc., except each line has an answer to the individual quality element that we mark as met or not met. And then there is an overall score which is pre-calculated by our software.
I'm trying to create some DAX expressions that filter through this list and mark a 'YES' or a 'NO' if there is a match where both a quality team member and a call center team leader evaluated the call. I've tried some basic ones but they all come up as 'YES' because it can find more than one listed - which of course there is because each call takes up 8 lines.
With that data, I'm then trying to match up the total score of one person with the total score of the other so that I can build some visualisations that compares the variance. Overall the visualisations need to show the variance of how the team leader scored and how the quality team member scored. I can then build a visualisation of how much variance there is over a long period of time (this activity occurs monthly, so a graph to show we are more calibrated as time goes on etc.)
I'm sorry this is a lot but I'm an absolute novice who needs to spit out a fantastic report and I'm drowning. Any help is greatly appreciated! Thank you!
