Help with Calculating Impact

[cfriesen]

I cannot for the life of me figure out how to get impact to calculate correctly. I have a table that has total handle time in minutes in the column [act_HandleMins] and a column that has total calls taken [TotalCallsHandled]. Now I neet to calculate Average handle time in Seconds and I do so with the Measure formula:

CRT = 
IF(
    DIVIDE(
        SUM('Aux Raw for Division'[act_HandleMins]) * 60,
        SUM('Aux Raw for Division'[TotalCallsHandled])
    ) = 0,
    BLANK(),
    DIVIDE(
        SUM('Aux Raw for Division'[act_HandleMins]) * 60,
        SUM('Aux Raw for Division'[TotalCallsHandled])
    )
)

and I have the results displayed in a Matrix table that drills down 3 steps in the rows going from leader > supervisor > the operator  And the Column being CRT.  Now I need to add another column that shows what the impact is on CRT for each row. 
Any help would be greatly appreciated. I have attempted to modify some ideas from other posts to no avail. 
Sample Table:

Supervisor	Manager	Operator	act_HandleMins	TotalCallsHandled	CRT (Measure)
a	g	t	10	53	530
aa	gg	tt	12	29	348
b	h	u	11.5	33	380
bb	hh	uu	10.2	47	479
c	i	v	15	19	285
cc	ii	vv	12.7	31	394

[v-tangjie-msft]

Hi @cfriesen ,

I'm sorry I can't understand it (I need to add another column to show the impact on each CRT row), can you provide the detailed logic and your expected results? Thanks in advance.

Best Regards,

Neeko Tang

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

[cfriesen]

Here is a screenshot of the Matrix table I am using, Im wanting a new column that shows what each rows impact on the total [CRT] (total talktime/calls) so if one rows CRT is higher then the total CRT have that new column show how many seconds it is raising the total amount. 

[v-tangjie-msft · Accepted solution]

Hi @cfriesen ,

We can create measures.

totalcrt = CALCULATE([CRT],ALL('Aux Raw for Division'))

Impact on CRT = IF([CRT]>[totalcrt],[CRT]-[totalcrt],0)

Best Regards,

Neeko Tang

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