Delen via

Toewijzen van gegevensmodellen voor realtime analyses in Omnichannel voor Customer Service

  • Artikel

Geldt voor: Dynamics 365 Contact Center, zelfstandig en alleen Dynamics 365 Customer Service

Notitie

Aanvraaginformatie is alleen van toepassing op Customer Service.

In dit artikel wordt de DAX-logica (Data Analysis Expressions) voor realtime meetwaarden beschreven. U kunt deze gebruiken om uw logica op te bouwen en uw eigen meetwaarden te maken. Meer informatie: DAX-functieverwijzing

Meer informatie over realtime statistieken is te vinden in Metrische gegevens uit rapporten gebruiken.

FactConversation

  • Afgebroken gesprekken
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && FactConversation[StatusCode] == 4 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    )
  • Percentage afgebroken
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( NOT FactConversation[DirectionCode], 1, BLANK () ) 
    ), 
    BLANK () 
)
  • Actieve gesprekken in afwachting van acceptatie door agent
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance", 
            1, 
            0 
        ) 
    )
  • Actieve gesprekken met acceptatie door agent
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "In conversation", 
            1, 
            0 
        ) 
    )
  • Gem. eerste wachttijd gesprek (sec.)
    AVERAGEX(FactConversation, IF(NOT 
FactConversation[DirectionCode], BLANK(),
FactConversation[ConversationFirstWaitTimeInSeconds] 
))
  • Gem. tijd in wacht voor gesprek (sec.): AVERAGE(FactConversation[ConversationHoldTimeInSeconds])
  • Gem. spreektijd tijdens gesprek (sec.): AVERAGE(FactConversation[ConversationTalkTimeInSeconds])
  • Gem. gesprekstijd (sec.): AVERAGE ( FactConversation[ConversationTimeInSeconds] )
  • Gem. tijd om af te ronden per gesprek: AVERAGE(FactConversation[ConversationWrapUpTimeInSeconds])
  • Gem. afhandeltijd (sec.): AVERAGE(FactConversation[ConversationHandleTimeInSeconds])
  • Gem. snelheid om te antwoorden (sec.)
AVERAGEX ( 
    FactConversation, 
    IF ( 
        FactConversation[IsAgentAccepted] 
            && NOT FactConversation[DirectionCode], 
        FactConversation[ConversationSpeedToAnswerInSeconds], 
        BLANK () 
    ) 
)
  • Afgesloten gesprek: SUMX ( FactConversation, IF ( FactConversation[StatusCode] == 4, 1, 0 ) )
  • Eerste wachttijd gesprek (sec.)
SUMX ( 
    FactConversation, 
    IF ( 
        NOT FactConversation[DirectionCode], 
        FactConversation[ConversationFirstWaitTimeInSeconds], 
        BLANK () 
    ) 
)
  • Afhandeltijd gesprek (sec.): SUM(FactConversation[ConversationHandleTimeInSeconds]
  • Gesprekken in wachtrij
Conversations in queue =  
    SUMX ( 
        FactConversation, 
        IF ( 
            NOT FactConversation[DirectionCode] 
                && ( FactConversation[StatusCode] == 1 
                || ( FactConversation[StatusCode] == 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance" ) ), 
            1, 
            0 
        ) 
    )
  • Binnenkomend gesprek
SUMX ( FactConversation, IF ( NOT 
FactConversation[DirectionCode], 1, 0 ) )
  • Langste wachttijd (sec.)
AXX(FactConversation, IF(NOT 
FactConversation[DirectionCode], 
FactConversation[CurrentWaitTimeInSeconds], BLANK()))
  • Lopende gesprekken
SUMX ( FactConversation, IF (
 FactConversation[IsOngoing], 1, 0 ) )
  • Open gesprekken
SUMX ( FactConversation, IF (
 FactConversation[statuscode] == 1, 1, 0 ) )
  • Serviceniveau (10 sec.)
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 () 
)
  • Totale aantal gesprekken: COUNTROWS(FactConversation)
  • Gesprekken in wachtstand
SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 3, 1, 0 ) )
  • Afsluitingsgesprekken
 SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 5, 1, 0 ) )

FactSession

  • Actieve sessies: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350001, 1, 0))

  • Gem. afhandeltijd per sessie (sec.): AVERAGE(FactSession[AgentHandlingTimeInSeconds])

  • Gesloten sessies: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002, 1, 0))

  • Sessies met contact: SUMX(FactSession, IF(ISBLANK(FactSession[AgentAcceptedOn]), 0, 1))

  • Geweigerde sessies: SUMX(FactSession, IF(FactSession[SessionClosureReasonCode] == 192350001, 1, 0))

  • Afhandeltijd per sessie (sec.): SUM(FactSession[AgentHandlingTimeInSeconds])

  • Percentage sessieweigeringen

DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Sessietijd om te accepteren (sec.): SUM(FactSession[TimeToAcceptInSeconds])
  • Sessietijd om te weigeren (sec.): SUM(FactSession[TimeToRejectInSeconds])
  • Percentage sessietime-outs
DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Overdrachtssnelheid sessie
DIVIDE ( 

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

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Wachttijd voor sessie (sec.):SUM(FactSession[SessionWaitTimeInSeconds])
  • Time-outsessies
SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002 && FactSession[SessionClosureReasonCode] = 192350002, 1, 0))
  • Totale aantal sessies: COUNTROWS()
  • Overgedragen sessies: SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) )

FactSessionParticipant

  • Aantal sessiedeelnemers: COUNTROWS(FactSessionParticipant)

FactAgentStatusHistory

  • Statusduur (minuten)
CALCULATE ( 

    SUM ( FactAgentStatusHistory[DuringInSeconds] ) / 60.00, 

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

)

FactAgentCapacityProfile

  • Aantal toegewezen capaciteitsprofielen
SUMX ( 

        FactAgentCapacityProfile, 

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

    )
  • Beschikbare capaciteit
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( 

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

            FactAgentCapacityProfile[AvailableProfileUnits], 

            0 

        ) 

    )
  • Totale capaciteit: SUM ( FactAgentCapacityProfile[DefaultMaxProfileUnits] )
  • Totale capaciteit van werkitems in gebruik: SUM ( FactAgentCapacityProfile[OccupiedProfileUnits] )

FactAgentCapacityUnit

  • Aangemelde agenten
SUMX ( 

        FactAgentCapacityUnit, 

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

    )
  • Totaal aantal agenten: COUNTROWS ( FactAgentCapacityUnit )
  • Totale capaciteit: SUM ( FactAgentCapacityUnit[DefaultMaxCapacityUnits] )
  • Eenheden beschikbaar
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( 

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

            FactAgentCapacityUnit[AvailableCapacityUnits], 

            0 

        ) 

    )
  • Eenheden bezet: SUM ( FactAgentCapacityUnit[OccupiedCapacityUnits] )

FactConversationMessageBlock

  • Serviceniveau agentreactie (60 seconden)
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60, 

            1, 

            0 

        ) 

    ), 

    COUNTROWS ( FactConversationMessageBlock ), 

    BLANK () 

)

  • Gemiddelde reactietijd agent (sec.): AVERAGE( FactConversationMessageBlock[AgentReponseTimeInSecondsAdjustedForOperationHour])

  • Gem. eerste reactietijd agent (sec.)

AVERAGEX ( 

    FactConversationMessageBlock, 

    IF ( 

        FactConversationMessageBlock[IsFirstResponseTime], 

        FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour], 

        BLANK () 

    ) 

)
  • Tijd van eerste respons
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60 

                && FactConversationMessageBlock[IsFirstResponseTime], 

            1, 

            BLANK () 

        ) 

    ), 

    SUMX ( 

        FactConversationMessageBlock, 

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

    ), 

    BLANK () 

)

Visuele weergave aanpassen
Gegevensmodel- en rapporttoewijzingen voor historische analyserapporten in Customer Service
Overzicht van aanpassing van gegevensmodellen
Gegevensmodellen aanpassen van rapporten met historische en realtime analyses