Issues calculating individual results

[KGBOR]

Hello Power BI Community,

I'm having the following situation: In a given report I was expected to calculate on a team level how many % of the cases (these are interactions between operators and customers) are being resolved on the same day (if resolved on the same day, value is 1 if not then it is 0) vs the total incoming cases.  

On a team level this was not a problem, however when I wanted to break it down to individual level I realized that there might be discrepancies in the numbers vs what happens in reality. The thing that is causing this discepancy is the fact that even though a case might be opened by one operator, it could be resolved by another one. It means I cannot just group it by the "Created By" column as it will not reflect the reality. You can see below a mock of the data I have and also the basic pivots that showcases the problem. To make it more complicated the system from which I'm pulling the data from, are displaying the operators in 2 different ways, in the "Created By" column by the domain ID and in the "Resolved by" one with their full name.

As you can see below in the raw data Lisa Smith resolved 5 cases however in the Pivot, and this is exactly what happens in PowerBI as well, only 4 of them shows up if I use the column "created by".

Any suggestions how to approach this? Thank you!

[Greg_Deckler · Accepted solution]

@KGBOR So just used Resolved By instead?

[KGBOR]

Hi @Greg_Deckler ,

If I go with Resolved by, I'm removing all the cases from the denominator which are not resolved. So what I'd need is a measure which sums up all the tickets the indivudal resolved and another one which sums up all the ones which they created.