Forum Discussion

MadhavDholakia's avatar
MadhavDholakia
Helper I
1 year ago

Measure as Values in Matrix

Hello,

 

I have a data set from ITSM system with fileds including TicketID, Queue, Analyst, Type, Resolution Time in Bhrs (Minutes) and FCR (First Contact Resolution), Resolved Date.

 

A measure has been created:

FCR % =
CALCULATE(
    DIVIDE(
        COUNTROWS(FILTER(Tickets, [FCR] = "Yes" && [Resolution Time in Bhrs] <= 30)),
        COUNTROWS(FILTER(Tickets, [Type] = "Incident")),
        0
    ),
    FSTickets[Type] = "Incident"
)
 
I would like to create 2 panels: FCR % by L1 Queue & FCR % by L2 Queue - for Last 13 Months (based on Resolved Date). 
 
This works fine for L1 but not for L2 analysts who have a resolved ticket in last 13 months - it only gives some analysts and not all. I am adding Analyst in Rows, Resolved Date in Columns and FCR % in Values.
 
If I change Values from FCR % to Count of TicketID, it shows all L2 analysts correctly - so I suspect there is something wrong with FCR % Measure.
 
Can someone please help how I can resolve this?
 
Thank you.  
Need Help

5 Replies

  • rajendraongole1's avatar
    rajendraongole1
    Super User
    1 year ago

    Hi MadhavDholakia - create a explicitly filters for the L2 as well as like below for last 13 months

    FCR % L2 =
    CALCULATE(
    DIVIDE(
    COUNTROWS(FILTER(Tickets, [FCR] = "Yes" && [Resolution Time in Bhrs] <= 30)),
    COUNTROWS(FILTER(Tickets, [Type] = "Incident")),
    0
    ),
    Tickets[Queue] = "L2",
    Tickets[Resolved Date] >= EDATE(TODAY(), -13)
    )

    calculate for L1 aswell seperately.

    One for L1 queue and one for L2 queue.Rows and Columns: Add the Analyst to the rows and Resolved Date to the columns.Values: Use the newly created FCR % L1 and FCR % L2 measures in their respective visuals.

     

     

  • Anonymous's avatar
    Anonymous
    Not applicable
    1 year ago

    Hi MadhavDholakia ,

     

    Could you share the sample data and expected results?

     

    Best regards,
    Community Support Team_ Scott Chang

  • suparnababu8's avatar
    suparnababu8
    Super User
    1 year ago

    Hi MadhavDholakia 

    Try this 

    FCR % = 
CALCULATE(DIVIDE(
        COUNTROWS(FILTER(Tickets, [FCR] = "Yes" && [Resolution Time in Bhrs] <= 30)),
        COUNTROWS(FILTER(Tickets, [Type] = "Incident")),0
    ),
    ALL(Tickets[Queue]))
    • MadhavDholakia's avatar
      MadhavDholakia
      Helper I
      1 year ago

      thanks suparnababu8 - I am still getting the same numbers - I think there is some issue with underlying data then? Let me share sample data in some time.