Measure as Values in Matrix

[MadhavDholakia]

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.  

[suparnababu8]

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]

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. 

[Anonymous]

Hi @MadhavDholakia ,

Could you share the sample data and expected results?

Best regards,
Community Support Team_ Scott Chang

[MadhavDholakia]

thanks @rajendraongole1 - with this I am still getting the same results.

[rajendraongole1]

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.