Improving my agent card

[ajdm2007]

Hello everyone,

The following DAX formula calculates several performance metrics for the specialists in the technical support department.

agent_card = 
VAR xNew = CALCULATE(COUNTROWS(tickets), tickets[status] = "New*")
VAR xSolved = CALCULATE(COUNTROWS(tickets), tickets[status] = ">Completed*" || tickets[Status] = ">Completed (No Email)"  || tickets[Status] = ">Closed" || tickets[Status] = ">Closed(Survey)*" )
VAR xOnhold = CALCULATE(COUNTROWS(tickets), tickets[status] = "Scheduled" || tickets[status] = "Waiting on User")
VAR xScaled = CALCULATE(COUNTROWS(tickets), tickets[status] = "Waiting on Vendor")
VAR xInProgress = CALCULATE(COUNTROWS(tickets), tickets[status] = "In Progress")
VAR xOthers = CALCULATE(COUNTROWS(tickets), tickets[status] = ">Completed*" || tickets[Status] = ">Completed (No Email)"  || tickets[Status] = ">Closed" || tickets[Status] = ">Closed(Survey)*"  || tickets[status] = "Scheduled" || tickets[status] = "Waiting on User" || tickets[status] = "Waiting on Vendor")
VAR FRTBMC =
    MAXX(
        SUMMARIZE(tickets, tickets[first_reply_time_brackets], "Count", COUNT(tickets[first_reply_time_brackets])),
        [Count]
    )
VAR FRTBMR =
    MAXX(
        FILTER(
            SUMMARIZE(tickets, tickets[first_reply_time_brackets], "Count", COUNT(tickets[first_reply_time_brackets])),
            [Count] = FRTBMC
        ),
        tickets[first_reply_time_brackets]
    )
VAR FRTBUMC =
    MAXX(
        SUMMARIZE(tickets, tickets[full_resolution_time_brackets], "Count", COUNT(tickets[full_resolution_time_brackets])),
        [Count]
    )
VAR FRTBUMR =
    MAXX(
        FILTER(
            SUMMARIZE(tickets, tickets[full_resolution_time_brackets], "Count", COUNT(tickets[full_resolution_time_brackets])),
            [Count] = FRTBUMC
        ),
        tickets[full_resolution_time_brackets]
    )
VAR formatted =
    "New: " & IF(xNew > 0, xNew, 0)  & UNICHAR(10) &
    "Solved: " & IF(xSolved > 0, xSolved, 0) & UNICHAR(13) & UNICHAR(10) &
    "On-hold: " & IF(xOnhold > 0, xOnhold, 0) & UNICHAR(13) & UNICHAR(10) &
    "Scaled: " & IF(xScaled > 0, xScaled, 0) & UNICHAR(13) & UNICHAR(10) &
    "InProgress: " & IF(xInProgress > 0, xInProgress, 0) & UNICHAR(13) & UNICHAR(10) &
	"Others: " & IF(xOthers > 0, xOthers, 0) & UNICHAR(13) & UNICHAR(10) &
    "First reply time brackets: " & FRTBMR & " | " & IF(FRTBMC>0,FRTBMC,0) & UNICHAR(13) & UNICHAR(10) &
	"Full resolution time brackets: " & FRTBUMR & " | " & IF(FRTBUMC>0,FRTBUMC,0) & UNICHAR(13) & UNICHAR(10) 
RETURN
    formatted

To display this calculation, I use the table visualization, which appears as follows:

I would like to know your opinion on this. Do you think anything could be done to improve the presentation or even the calculation?

Thank you in advance, 

[Anonymous · Accepted solution]

Hi @ajdm2007 ,

I would suggest trying this approach: create individual measures for each field, such as New, On-hold, etc., and then use a treemap visual to clearly display the proportion of different types within each group. Additionally, you could set up a separate bar chart or table to interact with the treemap. When a user selects any group in the treemap, the detailed numbers for each type can then be displayed.

Best Regards,

Bof

[ajdm2007]

Hello @Anonymous 

It's a great idea.

Thank you so much.

Have a wonderful Friday.

[Greg_Deckler]

@ajdm2007 I would definitely see if you could align all of the numbers in a single column left-justified and then, if possible right-justify the category text. You might be better off with using an Enter Data query to create a table of your categories and then revise your measure to just return the numbers for each category. Then you could use a compact table format and have a lot more control over your formatting, colors, etc.

[ajdm2007]

Hello @Greg_Deckler,

Thank you for your reply.

I'm not sure how to address your suggest.

Could you show me a little an example?

Thanks again.