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Calculate segment-based queue metrics

Applies to: Dynamics 365 Contact Center only

This article explains the DAX measures used for segment-based queue analytics in Omnichannel dashboards. Instead of using session-level metrics, model conversations as segments by using the msdyn_queueextension entity. Each entry, transfer, or exit creates a new segment record that tracks the lifecycle of that queue interaction. Learn more in Use msdyn_queueextension to calculate segment-based queue metrics.

Note

All metrics apply to both Omnichannel Real-time and Omnichannel Historical dashboards. Exceptions are noted individually.

The following dashboards are supported:

  • Real-time dashboard: Queries the Dataverse SQL directly, so the measures reflect the current state of msdyn_queueextension and msdyn_ocliveworkitem. Because conversations might still be active, it includes live-only measures such as Segments Waiting Now and Longest Segment Wait Time based on CurrentWaitTimeInSeconds.

  • Historical dashboard: Loads FactQueueExtension data from Azure Data Lake CSV exports instead of the live Dataverse source. It uses the same measure definitions, with two key differences:

    • Power Query renames queue ID columns with a _FQE suffix to avoid conflicts when joining with DimQueue.
    • DAX expressions use logical column names, while relationships are configured on the _FQE columns.

Total segments

Count of all inbound segments. Each msdyn_queueextension row is one segment. A conversation that transfers across three queues is considered as three segments.


Total Segments =  CALCULATE(  COUNT(FactQueueExtension\[QueueextensionId\]),  FactQueueExtension\[DirectionCode\] = FALSE())
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_isoutbound
Filters msdyn_ocliveworkitem.msdyn_isoutbound = false (inbound only).

Engaged conversation segments

Segments where a customer service representative (service or representative) accepts the conversation. Use the IsEngaged flag. Set the flag to true when AgentAcceptedOn is populated.


Engaged Conversation Segments =  
CALCULATE(  
COUNT(FactQueueExtension\[QueueextensionId\]),  
FactQueueExtension\[IsEngaged\] = TRUE(),  
FactQueueExtension\[DirectionCode\] = FALSE()  
)
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_agentacceptedon, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Abandoned conversation segments

Segments where the customer leaves the conversation before a representative accepts it. Use this segment in abandonment reporting and short-abandon follow-on measures.


Abandoned Conversation Segments =  
CALCULATE(  
COUNT(FactQueueExtension\[QueueextensionId\]),  
FactQueueExtension\[IsAbandoned\] = TRUE(),  
FactQueueExtension\[DirectionCode\] = FALSE()  
)
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_isabandoned, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_isabandoned = true AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Engaged conversation segments %

Percentage of total segments that a representative engages. This percentage helps determine queue health and staffing quality analysis.


 Engaged Conversation Segments % =  
 VAR engaged = \[Engaged Conversation Segments\]  
 VAR total = \[Total Segments\]  
 RETURN  
 DIVIDE(engaged, total, BLANK())
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_agentacceptedon, msdyn_isoutbound
Filters None

Abandoned conversation segments %

The percentage of conversation segments in which customers abandon the interaction. This percentage is a key KPI for evaluating wait time–driven abandonment and customer responsiveness to wait times.


 Abandoned Conversation Segments % =  
 VAR abandoned = \[Abandoned Conversation Segments\]  
 VAR total = \[Total Segments\]  
 RETURN  
 DIVIDE(abandoned, total, BLANK())
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_isabandoned, msdyn_isoutbound
Filters None

Average Agent Accept Time (Segment) (sec)

The average time in seconds from when the system first offers an assignment to a representative until the representative accepts it, calculated across engaged segments. This metric measures routing-to-acceptance latency, not total queue wait time.



 Average Speed to Answer (Segment) (sec) =  
 CALCULATE(  
 AVERAGEX(  
 FILTER(  
 FactQueueExtension,  
 NOT ISBLANK(FactQueueExtension\[AgentAcceptedOn\]) &&  
 NOT ISBLANK(FactQueueExtension\[AgentFirstAssignedOn\]) &&  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 ),  
 DATEDIFF(  
 FactQueueExtension\[AgentFirstAssignedOn\],  
 FactQueueExtension\[AgentAcceptedOn\],  
 SECOND  
 )  
 )  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_agentacceptedon, msdyn_agentassignedon, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_queueextension.msdyn_agentassignedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Average Speed to Answer (Segment) (sec)

The average of FirstWaitTimeInSeconds (precomputed in Dataverse) across all inbound segments. This metric measures the duration from the start of a segment until a conversation is either accepted by a representative or closed.


Average Speed to Answer (Segment) (sec) =  
CALCULATE(  
AVERAGE(FactQueueExtension\[FirstWaitTimeInSeconds\]),
FactQueueExtension\[IsEngaged\] = TRUE(),  
FactQueueExtension\[DirectionCode\] = FALSE()  
)
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_firstwaittimeinseconds, msdyn_isoutbound
Filters msdyn_ocliveworkitem.msdyn_isoutbound = false.

Segments waiting now (real time only)

Applies to Omnichannel real-time dashboards.

The number of inbound segments that aren't closed and belong to conversations that are either open or in an active state awaiting acceptance by a representative. This measure represents customers currently waiting in queue. This measure is specific to the real-time dashboard because it relies on CurrentWaitTimeInSeconds and the live work item status.


Segments Waiting Now = 
          CALCULATE(
              COUNT(FactQueueExtension[QueueextensionId]),
              FactQueueExtension[DirectionCode] = FALSE(),
              FactQueueExtension[IsClosed] = FALSE(),
              (
                  FactQueueExtension[ConversationStatusCode] = 1  // Open
                  ||
                  (
                      FactQueueExtension[ConversationStatusCode] = 2  // Active
                      &&
                      (
                          FactQueueExtension[StatusChangeReason] = 192350002
                          || FactQueueExtension[StatusChangeReason] = 192350001
                      )
                  )
              )
          )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_endtime, statuscode, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_endtime is null AND msdyn_ocliveworkitem.statuscode = 1 AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Longest segment wait time (sec)

The maximum CurrentWaitTimeInSeconds across inbound segments.

  • In real-time reporting, it's the longest wait a live customer is experiencing right now. CurrentWaitTimeInSeconds is calculated in Power Query against GETUTCDATE().
  • In historical reporting, FirstWaitTimeInSeconds is considered rather than CurrentWaitTimeInSeconds because historical data has no live-waiting segments.

Longest Segment Wait Time (sec) = 
     CALCULATE( 
         MAX(FactQueueExtension[FirstWaitTimeInSeconds]), 
         FactQueueExtension[IsEngaged] = TRUE(), 
         FactQueueExtension[DirectionCode] = FALSE() 
     )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_firstwaittimeinseconds, msdyn_agentacceptedon, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

InServiceLevel (calculated column)

Indicates whether the service-level agreement is met. This value is TRUE when the segment is engaged and its FirstWaitTimeInSeconds is within the queue's ServiceLevelThreshold. If the threshold isn't set, the system considers the segment within the service level (provided it was engaged).



InServiceLevel =  
 (  
 ISBLANK(RELATED(DimQueue\[ServiceLevelThreshold\])) \|\|  
 FactQueueExtension\[FirstWaitTimeInSeconds\] \<= RELATED(DimQueue\[ServiceLevelThreshold\])  
 ) &&  
 FactQueueExtension\[IsEngaged\] &&  
 NOT FactQueueExtension\[DirectionCode\]
Element Value
Dataverse entities msdyn_queueextension, queue, msdyn_ocliveworkitem
Attributes msdyn_firstwaittimeinseconds, msdyn_agentacceptedon, msdyn_isoutbound, queue.ServiceLevelThreshold
Filters Evaluated per row; TRUE only when msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false AND (queue.ServiceLevelThreshold is null OR msdyn_firstwaittimeinseconds <= queue.ServiceLevelThreshold).

Service level met %

Percentage of engaged segments that met the queue's service level. This value is the count of engaged segments where InServiceLevel is TRUE, divided by the total number of engaged segments.



 Service Level Met % =  
 VAR sla_met = CALCULATE(  
 COUNT(FactQueueExtension\[QueueextensionId\]),  
 FactQueueExtension\[InServiceLevel\] = TRUE()  
 )  
 VAR engaged = \[Engaged Conversation Segments\]  
 RETURN  
 DIVIDE(sla_met, engaged, BLANK())
Element Value
Dataverse entities msdyn_queueextension, queue, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_firstwaittimeinseconds, msdyn_agentacceptedon, msdyn_isoutbound, queue.ServiceLevelThreshold
Filters None

Segments in service level

The total count of segments where the InServiceLevel flag is TRUE. Use this count to derive the number of segments in service-level agreements.



 Segments in Service Level =  
 CALCULATE(  
 COUNT(FactQueueExtension\[QueueextensionId\]),  
 FactQueueExtension\[InServiceLevel\] = TRUE()  
 )
Element Value
Dataverse entities msdyn_queueextension, queue, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_firstwaittimeinseconds, msdyn_agentacceptedon, msdyn_isoutbound, queue.ServiceLevelThreshold
Filters FactQueueExtension[InServiceLevel] = true.

IsShortAbandoned (calculated column)

Identifies short abandons based on the ShortAbandonedThreshold. The following values are applicable:

  • TRUE when an abandoned or closed inbound segment lasts less than the threshold.
  • FALSE for non-abandoned segments.
  • BLANK when the threshold isn't configured or context is missing.



 IsShortAbandoned =  
 VAR Threshold = RELATED(DimQueue\[ShortAbandonedThreshold\])  
 VAR TimeToAbandon =  
 IF (  
 FactQueueExtension\[IsAbandoned\]  
 && FactQueueExtension\[IsClosed\]  
 && NOT FactQueueExtension\[DirectionCode\],  
 DATEDIFF(FactQueueExtension\[SegmentStartTime\], FactQueueExtension\[SegmentClosedOn\], SECOND),  
 BLANK()  
 )  
 RETURN  
 IF (  
 FactQueueExtension\[IsAbandoned\]  
 && NOT FactQueueExtension\[DirectionCode\]  
 && FactQueueExtension\[IsClosed\]  
 && NOT ISBLANK(Threshold)  
 && TimeToAbandon \< Threshold,  
 TRUE,  
 IF (  
 NOT FactQueueExtension\[IsAbandoned\],  
 FALSE,  
 BLANK()  
 )  
 )
Element Value
Dataverse entities msdyn_queueextension, queue, msdyn_ocliveworkitem
Attributes msdyn_isabandoned, msdyn_endtime, msdyn_starttime, msdyn_closedon, msdyn_isoutbound, queue.ShortAbandonedThreshold
Filters Evaluated per row; TRUE when msdyn_queueextension.msdyn_isabandoned = true AND msdyn_queueextension.msdyn_endtime isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false AND queue.ShortAbandonedThreshold isn't null AND (msdyn_closedon - msdyn_starttime) < queue.ShortAbandonedThreshold.

Short abandoned count

The total number of abandoned segments that are classified as short abandons. These instances represent situations where a customer leaves the call quickly and don't typically indicate a queue staffing problem.


 Short Abandoned Count =  
 CALCULATE(  
 COUNT(FactQueueExtension\[QueueextensionId\]),  
 FactQueueExtension\[IsShortAbandoned\] = TRUE()  
 )
Element Value
Dataverse entities msdyn_queueextension, queue, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_isabandoned, msdyn_starttime, msdyn_closedon, msdyn_isoutbound, queue.ShortAbandonedThreshold
Filters FactQueueExtension[IsShortAbandoned] = true.

Short abandoned %

Percentage of abandoned segments that are short abandons. A high percentage indicates that abandons are primarily due to misdials or IVR navigation problems rather than frustration over long wait times.


 Short Abandoned % =  
 VAR short_abandoned = \[Short Abandoned Count\]  
 VAR total_abandoned = \[Abandoned Conversation Segments\]  
 RETURN  
 DIVIDE(short_abandoned, total_abandoned, BLANK())
Element Value
Dataverse entities msdyn_queueextension, queue, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_isabandoned, msdyn_starttime, msdyn_closedon, msdyn_isoutbound, queue.ShortAbandonedThreshold
Filters None

Average time to abandon (sec)

The average time elapsed from segment start to close, calculated for abandoned and closed inbound segments only. Helps supervisors understand how long customers wait before hanging up.


 Average Time to Abandon (sec) =  
CALCULATE(  
AVERAGEX(  
 FILTER(  
 FactQueueExtension,  
 FactQueueExtension\[IsAbandoned\] = TRUE() &&  
 FactQueueExtension\[IsClosed\] = TRUE() &&  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 ),  
 DATEDIFF(  
 FactQueueExtension\[SegmentStartTime\],  
 FactQueueExtension\[SegmentClosedOn\],  
 SECOND  
 )  
 )  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_starttime, msdyn_closedon, msdyn_isabandoned, msdyn_endtime, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_isabandoned = true AND msdyn_queueextension.msdyn_endtime isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Average handle time (Segment) (sec)

Average total handle time per engaged segment. This calculation includes talk time, hold time, and wrap-up time. The value is stored in msdyn_queueextension.msdyn_handletime.


 Average Handle Time (Segment) (sec) =  
 CALCULATE(  
 AVERAGE(FactQueueExtension\[HandleTimeInSeconds\]),  
 FactQueueExtension\[IsEngaged\] = TRUE(),  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_handletime, msdyn_agentacceptedon, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Average talk time (Segment) (sec)

Average cumulative talk time per engaged segment.




 Average Talk Time (Segment) (sec) =  
 CALCULATE(  
 AVERAGE(FactQueueExtension\[TalkTimeInSeconds\]),  
 FactQueueExtension\[IsEngaged\] = TRUE(),  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_talktime, msdyn_agentacceptedon, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Average hold time (Segment) (sec)

Average cumulative hold time per engaged segment.


 Average Hold Time (Segment) (sec) =  
 CALCULATE(  
 AVERAGE(FactQueueExtension\[HoldTimeInSeconds\]),  
 FactQueueExtension\[IsEngaged\] = TRUE(),  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_holdtime, msdyn_agentacceptedon, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Average wrap up time (Segment) (sec)

Average cumulative active wrap-up time per engaged segment.



 Average Wrapup Time (Segment) (sec) =  
 CALCULATE(  
 AVERAGE(FactQueueExtension\[ActiveWrapupTimeInSeconds\]),  
 FactQueueExtension\[IsEngaged\] = TRUE(),  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_activewrapuptime, msdyn_agentacceptedon, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_agentacceptedon isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Transfer-in count (Segment)

The number of inbound segments generated from queue transfers. A segment is considered a transfer-in when the SourceQueueId field is populated at the time the segment is created.



 Transfer-in Count (Segment) =  
 CALCULATE(  
 COUNT(FactQueueExtension\[QueueextensionId\]),  
 FactQueueExtension\[IsTransferredIn\] = TRUE(),  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_sourcequeue, msdyn_isoutbound
Filters msdyn_queueextension.msdyn_sourcequeue isn't null AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Transfer-out count (Segment)

The total number of inbound segments that result in a transfer out. A segment is considered transferred out when a TargetQueueId is present or when the closure reason is ExternalAgentAccept, ExternalAgentReject, ExternalAgentTransfer, or OverflowQueueTransfer.


 Transfer-out Count (Segment) =  
 CALCULATE(  
 COUNT(FactQueueExtension\[QueueextensionId\]),  
 FactQueueExtension\[IsTransferredOut\] = TRUE(),  
 FactQueueExtension\[DirectionCode\] = FALSE()  
 )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_targetqueue, msdyn_closurereason, msdyn_isoutbound
Filters (msdyn_queueextension.msdyn_targetqueue isn't null OR msdyn_queueextension.msdyn_closurereason in ('ExternalAgentAccept','ExternalAgentReject','ExternalAgentTransfer','OverflowQueueTransfer')) AND msdyn_ocliveworkitem.msdyn_isoutbound = false.

Transfer-in percentage

The percentage of total segments that are transferred in.


 Transfer-in % =  
 VAR transferred_in = \[Transfer-in Count (Segment)\]  
 VAR total = \[Total Segments\]  
 RETURN  
 DIVIDE(transferred_in, total, BLANK())
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_sourcequeue, msdyn_isoutbound
Filters None

Transfer-out percentage

The percentage of total segments that are transferred out.


 Transfer-out % =  
 VAR transferred_out = \[Transfer-out Count (Segment)\]  
 VAR total = \[Total Segments\]  
 RETURN  
 DIVIDE(transferred_out, total, BLANK())
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_targetqueue, msdyn_closurereason, msdyn_isoutbound
Filters None

Net transfer

The difference between transfer-in and transfer-out counts. A positive value indicates that the queue received more transfers than it sent, while a negative value indicates that the queue transferred out more conversations than it received.


 Net Transfer =  
 \[Transfer-in Count (Segment)\] - \[Transfer-out Count (Segment)\]
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_queueextensionid, msdyn_sourcequeue, msdyn_targetqueue, msdyn_closurereason, msdyn_isoutbound
Filters Derived from [Transfer-in Count (Segment)] - [Transfer-out Count (Segment)].

Transfer-in count (Excluding bot transfers)

The number of segments transferred into a queue, excluding transfers initiated by bots, such as bot transfer sessions and bot overflow queue transfers.


Transfer-in Count (Excl. Bot Transfers) = 
          CALCULATE(
              COUNT(FactQueueExtension[QueueextensionId]),
              FactQueueExtension[IsTransferredIn] = TRUE(),
              NOT FactQueueExtension[CreationReason] IN {"BotTransferSession", "BotOverflowQueueTransfer"}
          )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_sourcequeue (IsTransferredIn = sourcequeue IS NOT NULL), msdyn_creationreason
Filters msdyn_queueextension.msdyn_sourcequeue is not null AND msdyn_queueextension.msdyn_creationreason NOT IN ('BotTransferSession', 'BotOverflowQueueTransfer')

Transfer-out count (excluding bot transfers)

The number of segments transferred out of a queue, excluding transfers that bots initiate, such as bot transfer sessions and bot overflow queue transfers.


Transfer-out Count (Excl. Bot Transfers) = 

          CALCULATE(
              COUNT(FactQueueExtension[QueueextensionId]),
              FactQueueExtension[IsTransferredOut] = TRUE(),
              NOT FactQueueExtension[ClosureReason] IN {"BotTransferSession", "BotOverflowQueueTransfer"}
          )
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_targetqueue, msdyn_closurereason
Filters (msdyn_queueextension.msdyn_targetqueue is not null OR msdyn_queueextension.msdyn_closurereason IN ('ExternalAgentAccept', 'ExternalAgentReject', 'ExternalAgentTransfer', 'OverflowQueueTransfer')) AND msdyn_queueextension.msdyn_closurereason NOT IN ('BotTransferSession', 'BotOverflowQueueTransfer')

Transfer-in % (excluding bot transfers)

The percentage of inbound segments transferred into a queue or representative, excluding transfers that bots initiate. Calculate this value by dividing Transfer-in Count (Excluding Bot Transfers) by Total Segments.


Transfer-in % (Excl. Bot Transfers) =

          VAR transferred_in = [Transfer-in Count (Excl. Bot Transfers)]
          VAR total = [Total Segments]
          RETURN
              DIVIDE(transferred_in, total, BLANK())
      
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_sourcequeue, msdyn_creationreason, msdyn_isoutbound
Filters None

Transfer-out % (Excluding bot transfers)

The percentage of inbound segments transferred out, excluding transfers that bots initiate. Calculate this percentage by dividing Transfer-out Count (Excluding Bot Transfers) by Total Segments.


Transfer-out % (Excl. Bot Transfers) = 

          VAR transferred_out = [Transfer-out Count (Excl. Bot Transfers)]
          VAR total = [Total Segments]
          RETURN
              DIVIDE(transferred_out, total, BLANK())
Element Value
Dataverse entities msdyn_queueextension, msdyn_ocliveworkitem
Attributes msdyn_targetqueue, msdyn_closurereason, msdyn_isoutbound
Filters None

Calculate conversation metrics
Calculate session metrics
Calculate customer service representative metrics

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