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Datamodelltilordning for sanntidsanalyserapporter i Omnikanal for Customer Service

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Merk

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Dynamics 365 Contact Center – innebygd Dynamics 365 Contact Center – frittstående Dynamics 365 Customer Service
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Saksinformasjon gjelder bare for Customer Service.

Denne artikkelen beskriver DAX-logikken (Data Analysis Expressions) for metrikkverdier i sanntid, som du kan bruke til å bygge opp logikken og opprette dine egne metrikkverdier. Mer informasjon: Referanse for DAX-funksjon

Hvis du vil ha mer informasjon om metrikkverdier i sanntid, kan du gå til Bruk måleverdier for Omnikanal for Customer Service

FactConversation

  • Samtaler som er avbrutt
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && FactConversation[StatusCode] == 4 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    )
  • Avbruddsfrekvens
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( NOT FactConversation[DirectionCode], 1, BLANK () ) 
    ), 
    BLANK () 
)
  • Aktive samtaler som venter på agentgodkjenning
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance", 
            1, 
            0 
        ) 
    )
  • Aktive samtaler med agentgodkjenning
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "In conversation", 
            1, 
            0 
        ) 
    )
  • Gjennomsnittlig tid på vent for samtale (s)
    AVERAGEX(FactConversation, IF(NOT 
FactConversation[DirectionCode], BLANK(),
FactConversation[ConversationFirstWaitTimeInSeconds] 
))
  • Gjsn. tid på vent for samtale (s):AVERAGE(FactConversation[ConversationHoldTimeInSeconds])
  • Gjsn. snakketid for samtale (s): AVERAGE(FactConversation[ConversationTalkTimeInSeconds])
  • Gjsn. samtaletid (s): AVERAGE ( FactConversation[ConversationTimeInSeconds] )
  • Gjsn. oppsummeringstid for samtale: AVERAGE(FactConversation[ConversationWrapUpTimeInSeconds])
  • Gjsn. behandlingstid (s): AVERAGE(FactConversation[ConversationHandleTimeInSeconds])
  • Gjsn. hastighet til svar (sekunder)
AVERAGEX ( 
    FactConversation, 
    IF ( 
        FactConversation[IsAgentAccepted] 
            && NOT FactConversation[DirectionCode], 
        FactConversation[ConversationSpeedToAnswerInSeconds], 
        BLANK () 
    ) 
)
  • Avsluttet samtale: SUMX ( FactConversation, IF ( FactConversation[StatusCode] == 4, 1, 0 ) )
  • Tid på vent for samtale (s)
SUMX ( 
    FactConversation, 
    IF ( 
        NOT FactConversation[DirectionCode], 
        FactConversation[ConversationFirstWaitTimeInSeconds], 
        BLANK () 
    ) 
)
  • Behandlingstid for samtale (s): SUM(FactConversation[ConversationHandleTimeInSeconds]
  • Samtaler i kø
Conversations in queue =  
    SUMX ( 
        FactConversation, 
        IF ( 
            NOT FactConversation[DirectionCode] 
                && ( FactConversation[StatusCode] == 1 
                || ( FactConversation[StatusCode] == 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance" ) ), 
            1, 
            0 
        ) 
    )
  • Innkommende diskusjon
SUMX ( FactConversation, IF ( NOT 
FactConversation[DirectionCode], 1, 0 ) )
  • Lengste ventetid (s)
AXX(FactConversation, IF(NOT 
FactConversation[DirectionCode], 
FactConversation[CurrentWaitTimeInSeconds], BLANK()))
  • Pågående diskusjoner
SUMX ( FactConversation, IF (
 FactConversation[IsOngoing], 1, 0 ) )
  • Åpne diskusjoner
SUMX ( FactConversation, IF (
 FactConversation[statuscode] == 1, 1, 0 ) )
  • Servicegrad (10 sekunder)
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[ConversationFirstWaitTimeInSeconds] <= 10 
                && FactConversation[IsAgentAccepted] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAgentAccepted] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    BLANK () 
)
  • Samtaler totalt: COUNTROWS(FactConversation)
  • Samtaler på vent
SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 3, 1, 0 ) )
  • Oppsummeringssamtaler
 SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 5, 1, 0 ) )

FactSession

  • Aktive økter: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350001, 1, 0))

  • Gjsn. behandlingstid for økt (s): AVERAGE(FactSession[AgentHandlingTimeInSeconds])

  • Lukkede økter: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002, 1, 0))

  • Engasjerte økter: SUMX(FactSession, IF(ISBLANK(FactSession[AgentAcceptedOn]), 0, 1))

  • Avviste økter: SUMX(FactSession, IF(FactSession[SessionClosureReasonCode] == 192350001, 1, 0))

  • Behandlingstid for økt (s): SUM(FactSession[AgentHandlingTimeInSeconds])

  • Frekvens for øktavvisning

DIVIDE ( 

    SUMX ( 

        FactSession, 

        IF ( FactSession[SessionClosureReasonCode] == 192350001, 1, 0 ) 

    ), 

    SUMX ( 

        FactSession, 

        IF ( FactSession[SessionStateCode] == 192350002, 1, BLANK () ) 

    ), 

    BLANK () 

)
  • Økttid som skal godtas (sek): SUM(FactSession[TimeToAcceptInSeconds])
  • Økttid som skal avvises (sek): SUM(FactSession[TimeToRejectInSeconds])
  • Frekvens for tidsavbrudd for økt
DIVIDE ( 

    SUMX ( 

        FactSession, 

        IF ( FactSession[SessionClosureReasonCode] == 192350002, 1, 0 ) 

    ), 

    SUMX ( 

        FactSession, 

        IF ( FactSession[SessionStateCode] == 192350002, 1, BLANK () ) 

    ), 

    BLANK () 

)
  • Øktoverføringsfrekvens
DIVIDE ( 

    SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) ), 

    SUMX ( 

        FactSession, 

        IF ( ISBLANK ( FactSession[AgentAcceptedOn] ), BLANK (), 1 ) 

    ), 

    BLANK () 

)
  • Ventetid for økt (s): SUM(FactSession[SessionWaitTimeInSeconds])
  • Tidsavbruddsøkter
SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002 && FactSession[SessionClosureReasonCode] = 192350002, 1, 0))
  • Totalt antall økter: COUNTROWS()
  • Overførte økter: SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) )

FactSessionParticipant

  • Antall øktdeltakere: COUNTROWS(FactSessionParticipant)

FactAgentStatusHistory

  • Statusvarighet (minutter)
CALCULATE ( 

    SUM ( FactAgentStatusHistory[DuringInSeconds] ) / 60.00, 

    USERELATIONSHIP ( FactAgentStatusHistory[PresenceId], DimAgentPresence[PresenceId] ) 

)

FactAgentCapacityProfile

  • Antall tilordnede kapasitetsprofiler
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( NOT RELATED ( DimAgentPresence[BasePresenceStatusId] ) == 192360004, 1, 0 ) 

    )
  • Tilgjengelig kapasitet
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( 

            NOT RELATED ( DimAgentPresence[BasePresenceStatusId] ) == 192360004, 

            FactAgentCapacityProfile[AvailableProfileUnits], 

            0 

        ) 

    )
  • Samlet kapasitet: SUM ( FactAgentCapacityProfile[DefaultMaxProfileUnits] )
  • Total kapasitet i bruk for arbeidselement: SUM ( FactAgentCapacityProfile[OccupiedProfileUnits] )

FactAgentCapacityUnit

  • Agenter som er logget på
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( NOT RELATED ( DimAgentPresence[BasePresenceStatusId] ) == 192360004, 1, 0 ) 

    )
  • Totalt antall agenter: COUNTROWS ( FactAgentCapacityUnit )
  • Samlet kapasitet: SUM ( FactAgentCapacityUnit[DefaultMaxCapacityUnits] )
  • Tilgjengelige enheter
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( 

            NOT RELATED ( DimAgentPresence[BasePresenceStatusId] ) == 192360004, 

            FactAgentCapacityUnit[AvailableCapacityUntis], 

            0 

        ) 

    )
  • Enheter brukt: SUM ( FactAgentCapacityUnit[OccupiedCapacityUnits] )

FactConversationMessageBlock

  • Tjenestenivå for agentsvar (60 sekunder)
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60, 

            1, 

            0 

        ) 

    ), 

    COUNTROWS ( FactConversationMessageBlock ), 

    BLANK () 

)

  • Gjennomsnittlig agentsvartid (s): AVERAGE( FactConversationMessageBlock[AgentReponseTimeInSecondsAdjustedForOperationHour])

  • Gjennomsnittlig første svartid (s)

AVERAGEX ( 

    FactConversationMessageBlock, 

    IF ( 

        FactConversationMessageBlock[IsFirstResponseTime], 

        FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour], 

        BLANK () 

    ) 

)
  • Første svartid
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60 

                && FactConversationMessageBlock[IsFirstResponseTime], 

            1, 

            BLANK () 

        ) 

    ), 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( FactConversationMessageBlock[IsFirstResponseTime], 1, BLANK () ) 

    ), 

    BLANK () 

)

Se også

Tilpass visuell visning
Datamodell og rapporttilordninger for historiske analyserapporter i Customer Service
Oversikt over datamodelltilpasning
Tilpass datamodeller for historiske analyserapporter og sanntidsanalyserapporter