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Customer Service 全渠道中实时分析报表的数据模型映射

  • 项目

备注

功能可用性信息如下。

Dynamics 365 Contact Center—嵌入 Dynamics 365 Contact Center—独立 Dynamics 365 Customer Service
否​ 是 是

备注

案例信息仅适用于 Customer Service。

本文说明了实时指标的数据分析表达式 (DAX) 逻辑，您可以使用它来构建逻辑并创建自己的指标。 详细信息：DAX 函数引用

有关实时指标的详细信息，请转到使用 Customer Service 全渠道指标

FactConversation

  • 已放弃对话数量
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && FactConversation[StatusCode] == 4 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    )
  • 放弃率
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( NOT FactConversation[DirectionCode], 1, BLANK () ) 
    ), 
    BLANK () 
)
  • 等待代理接受的可用对话数量
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance", 
            1, 
            0 
        ) 
    )
  • 代理接受的可用对话数量
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "In conversation", 
            1, 
            0 
        ) 
    )
  • 平均对话首次等待时间（秒）
    AVERAGEX(FactConversation, IF(NOT 
FactConversation[DirectionCode], BLANK(),
FactConversation[ConversationFirstWaitTimeInSeconds] 
))
  • 平均对话暂候时间（秒）：AVERAGE(FactConversation[ConversationHoldTimeInSeconds])
  • 平均对话交谈时间（秒）：AVERAGE(FactConversation[ConversationTalkTimeInSeconds])
  • 平均对话时间（秒）：AVERAGE ( FactConversation[ConversationTimeInSeconds] )
  • 平均对话总结时间： AVERAGE(FactConversation[ConversationWrapUpTimeInSeconds])
  • 平均处理时间（秒）：AVERAGE(FactConversation[ConversationHandleTimeInSeconds])
  • 平均应答速度（秒）
AVERAGEX ( 
    FactConversation, 
    IF ( 
        FactConversation[IsAgentAccepted] 
            && NOT FactConversation[DirectionCode], 
        FactConversation[ConversationSpeedToAnswerInSeconds], 
        BLANK () 
    ) 
)
  • 已关闭对话：SUMX ( FactConversation, IF ( FactConversation[StatusCode] == 4, 1, 0 ) )
  • 对话首次等待时间（秒）
SUMX ( 
    FactConversation, 
    IF ( 
        NOT FactConversation[DirectionCode], 
        FactConversation[ConversationFirstWaitTimeInSeconds], 
        BLANK () 
    ) 
)
  • 对话处理时间（秒）：SUM(FactConversation[ConversationHandleTimeInSeconds]
  • 队列中的对话
Conversations in queue =  
    SUMX ( 
        FactConversation, 
        IF ( 
            NOT FactConversation[DirectionCode] 
                && ( FactConversation[StatusCode] == 1 
                || ( FactConversation[StatusCode] == 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance" ) ), 
            1, 
            0 
        ) 
    )
  • 正在传入对话
SUMX ( FactConversation, IF ( NOT 
FactConversation[DirectionCode], 1, 0 ) )
  • 最长等待时间(秒)
AXX(FactConversation, IF(NOT 
FactConversation[DirectionCode], 
FactConversation[CurrentWaitTimeInSeconds], BLANK()))
  • 进行中对话
SUMX ( FactConversation, IF (
 FactConversation[IsOngoing], 1, 0 ) )
  • 开始对话
SUMX ( FactConversation, IF (
 FactConversation[statuscode] == 1, 1, 0 ) )
  • 服务级别（10 秒）
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 () 
)
  • 对话总计：COUNTROWS(FactConversation)
  • 正在等待的对话数量
SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 3, 1, 0 ) )
  • 总结对话数量
 SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 5, 1, 0 ) )

FactSession

  • 可用会话：SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350001, 1, 0))

  • 平均会话处理时间（秒）：AVERAGE(FactSession[AgentHandlingTimeInSeconds])

  • 已关闭的会话：SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002, 1, 0))

  • 参与的会话：SUMX(FactSession, IF(ISBLANK(FactSession[AgentAcceptedOn]), 0, 1))

  • 拒绝的会话： SUMX(FactSession, IF(FactSession[SessionClosureReasonCode] == 192350001, 1, 0))

  • 会话处理时间（秒）：SUM(FactSession[AgentHandlingTimeInSeconds])

  • 会话拒绝率

DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • 接受会话的时间（秒）：SUM(FactSession[TimeToAcceptInSeconds])
  • 拒绝会话的时间（秒）：SUM(FactSession[TimeToRejectInSeconds])
  • 会话超时率
DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • 会话转移率
DIVIDE ( 

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

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • 会话等待时间（秒）：SUM(FactSession[SessionWaitTimeInSeconds])
  • 超时的会话
SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002 && FactSession[SessionClosureReasonCode] = 192350002, 1, 0))
  • 会话总计：COUNTROWS()
  • 已转移的会话： SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) )

FactSessionParticipant

  • 会话参与者计数：COUNTROWS(FactSessionParticipant)

FactAgentStatusHistory

  • 状态持续时间（分钟）
CALCULATE ( 

    SUM ( FactAgentStatusHistory[DuringInSeconds] ) / 60.00, 

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

)

FactAgentCapacityProfile

  • 分配的产能配置文件计数
SUMX ( 

        FactAgentCapacityProfile, 

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

    )
  • 可用容量
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( 

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

            FactAgentCapacityProfile[AvailableProfileUnits], 

            0 

        ) 

    )
  • 总产能：SUM ( FactAgentCapacityProfile[DefaultMaxProfileUnits] )
  • 正在使用的工作项产能总计：SUM ( FactAgentCapacityProfile[OccupiedProfileUnits] )

FactAgentCapacityUnit

  • 已登录代理数
SUMX ( 

        FactAgentCapacityUnit, 

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

    )
  • 代理总数：COUNTROWS ( FactAgentCapacityUnit )
  • 总产能：SUM ( FactAgentCapacityUnit[DefaultMaxCapacityUnits] )
  • 可用单位
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( 

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

            FactAgentCapacityUnit[AvailableCapacityUntis], 

            0 

        ) 

    )
  • 已占用的单位：SUM ( FactAgentCapacityUnit[OccupiedCapacityUnits] )

FactConversationMessageBlock

  • 代理响应服务级别（60 秒）
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60, 

            1, 

            0 

        ) 

    ), 

    COUNTROWS ( FactConversationMessageBlock ), 

    BLANK () 

)

  • 平均代理响应时间（秒）：AVERAGE( FactConversationMessageBlock[AgentReponseTimeInSecondsAdjustedForOperationHour])

  • 平均首次响应时间（秒）

AVERAGEX ( 

    FactConversationMessageBlock, 

    IF ( 

        FactConversationMessageBlock[IsFirstResponseTime], 

        FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour], 

        BLANK () 

    ) 

)
  • 首次响应时间
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60 

                && FactConversationMessageBlock[IsFirstResponseTime], 

            1, 

            BLANK () 

        ) 

    ), 

    SUMX ( 

        FactConversationMessageBlock, 

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

    ), 

    BLANK () 

)

另请参阅

自定义可视化显示
Customer Service 中历史分析报表的数据模型和报表映射
数据模型自定义概述
自定义历史和实时分析报表的数据模型