Add New Dynamically Updating Column To Data
Hi, I'm relatively new to using DAX in PowerBI and have turned to ChatGPT for some help but it's repeatedly giving me 2 solutions, neither of which work! The Data: I have just one data table of inbound calls into a call centre. Columns include: StartDateTime, Agent Name, Caller Number (among others). Inbound calls can be answered by different agents, so a caller number may appear 20 times on 20 different datetime occasssions and the caller may have spoken to 5 different agents. StartDateTime AgentName CallerNumber 02/09/2023 19:01 Bob Caller01 02/09/2023 19:15 Alice Caller01 07/09/2023 15:33 Alice Caller02 13/09/2023 12:04 Bob Caller01 I have created some calculated fields including: MinCallStartDateTime (returns the lower value of the date filter applied to the dashboard). MaxCallStartDateTime (returns the upper value of the date filter applied to the dashboard). MaxCallsMade (returns count of caller number based on date filters applied to dashboard). FirstCall (returns the datetime of the first call from the selected Caller Number based on the date filters applied to the dashboard). For Caller01 MinCallStartDateTime 01/09/2023 MaxCallStartDateTime 15/09/2023 MaxCallsMade 3 FirstCall 02/09/2023 19:01 What I want to achieve: 1) I want to know which agent answered the FirstCall "FirstCallAgent" - my dashboard currently returns the FirstCall PER agent (for each Caller Number Selected), I just care about who was the first agent to answer the very first inbound call (dependent on date filters applied to the dashboard). 02/09/2023 19:01 Bob 02/09/2023 19:15 Alice (this currently shows but I don't care about it) If possible it would be ideal to create a new column called "CallTally" to the table which can be updated to count each inbound call from that number dynamically to update based upon any date filters applied to the dashboard. StartDateTime AgentName CallerNumber CallTally - may change if date filter changes 02/09/2023 19:01 Bob Caller01 1 02/09/2023 19:15 Alice Caller01 2 07/09/2023 15:33 Alice Caller02 1 13/09/2023 12:04 Bob Caller01 3 2) "RepeatCallPerc" - The goal is to find out which agent is best at resolving customer problems meaning there will be fewer repeat calls / MaxCallsMade from Caller Number where one agent answered the very first call, relative to if another agent answered that first call (since a call can be answered by any agent). Bob 100% (100% of calls, where Bob answered the first call, called in at another time)(Caller01) Alice 0% (0% of calls, where Alice answered the first call, called in at another time)(Caller02) The best way I can think about doing this is to calculate: for each agent - SUM the total instances of CallTally= 1 (according to the new column created as part of step 1). Then divide this by the SUM of the total MaxCallsMade for caller numbers whereby the agent answered the FirstCall (regardless of which agents answered future calls) - does that make sense? Extra: 3) A third goal would be to isolate which agent answered the last call "LastCallAgent" from each caller number (meaning that agent was the one to resolve that query) - to be able to sum this up and see that calls handled by Agent X are more likely to be resolved (and therefore the customer is less likely to call in) compared to calls handled by Agent Y. Expressing this as a percentage for comparison reasons would also be useful "LastCallAgentPerc" = Count LastCallAgent / TotalLastCalls = SUM("LastCallAgent"). But again this would require updating the above table /column tallying inbound calls within the filtered date range. Bob 50% (50% calls Bob handled were "last calls" (Caller01) Alice 50% (50% of calls Alice handled were "last calls" (Caller02) Anyway, I have absolutely no idea how to begin this! Or if it's even possible. I would appreciate any insight and expertise you may be able to add to this. Or if you can add an easier way to think about this. Thanks.