Forum Discussion
Helper IIIImproving my agent card
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,
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
4 Replies
- Greg_Deckler
Community Champion
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.
ajdm2007Hello 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.
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.
