Forum Discussion
compare contact per agent
Hi here is my problem ; we create a KPI in our call center - For any agent answering call we want to do the following: Agent A in a Month (let's call it month 1) answered let's say 10 call - from ...
Thank you for this response, I really appreciate it. Food for thought.
I know the hardest part is to clearly express your problem clearly. the solution is close to what I need but not exactly that.
Let's say agent A took 10 calls (call 1 .... call 10) in January. What I need to measure is not that in any of the call answered in January will call him back but just if any of the callers will call back again the next month ( I do not need the couple agent-call for the following month), I just want to check if the customer call back, not matter who he talked to, over the next 2 months after the first call.
Looking at your solution, I suppose that the solution is in the filter.. but not good enough to with dax to update your solution..
Vincent.