First call resolution 3 days
Hello, There's another post with a similar question, but I can't add a reply, so I'm starting a new thread. The other post is: Solved: first call resolution - Microsoft Fabric Community I need to measure First Contact Resolution (FCR), with more conditions than the original post. But I'm having trouble doing this with DAX. Example of the dataset: I highlighted the last 4 lines because the contacts happened in the same day, so they need a different treatment. I have to calculate FCR in two different ways: If the same customer doesn't contact again 3 days after the first contact it's a first contact resolution. In this first calculation, we only consider the customer and the contact date. Some conditions: - If the customer contacts more than one time in the "first day", we only count as one. - If we have a contact within 3 days after the first contact, and no contact after that second contact, this second contact is not a first contact resolution. The result I expect: As you can see, I only count one contact for the customers H and I. If the same customer doesn't contact again 3 days after the first contact with a contact from the same type, we consider it a first contact resolution. Some conditions: - If the customer contacts more than one time in the "first day" with the same contact type, we only count as one. - If we have a contact from the same type within 3 days after the first contact, and no contact from the same type after that second contact, this second contact is not a first contact resolution. The result I expect: In this example, customer I counts with only one contact. I also need it to work with slicers. Here's an example with the type dimension in the slicer and the type 1 selected: Thanks for all the help. Best regards. Jorge
