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Data model mapping for real-time analytics reports in Omnichannel for Customer Service

  • Article

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Note

Case information is applicable to Customer Service only.

This article describes the Data Analysis Expressions (DAX) logic for real-time metrics, which you can use to build your logic and create your own metrics. More information: DAX function reference

For details on real-time metrics, go to Use Omnichannel for Customer Service metrics

FactConversation

  • Abandoned conversations
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && FactConversation[StatusCode] == 4 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    )
  • Abandoned rate
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( NOT FactConversation[DirectionCode], 1, BLANK () ) 
    ), 
    BLANK () 
)
  • Active conversations awaiting agent acceptance
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance", 
            1, 
            0 
        ) 
    )
  • Active conversations with agent acceptance
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "In conversation", 
            1, 
            0 
        ) 
    )
  • Avg. conversation first wait time (sec)
    AVERAGEX(FactConversation, IF(NOT 
FactConversation[DirectionCode], BLANK(),
FactConversation[ConversationFirstWaitTimeInSeconds] 
))
  • Avg. conversation hold time (sec): AVERAGE(FactConversation[ConversationHoldTimeInSeconds])
  • Avg. conversation talk time (sec): AVERAGE(FactConversation[ConversationTalkTimeInSeconds])
  • Avg. conversation time (sec): AVERAGE ( FactConversation[ConversationTimeInSeconds] )
  • Avg. conversation wrap up time: AVERAGE(FactConversation[ConversationWrapUpTimeInSeconds])
  • Avg. handle time (sec): AVERAGE(FactConversation[ConversationHandleTimeInSeconds])
  • Avg. speed to answer time (sec)
AVERAGEX ( 
    FactConversation, 
    IF ( 
        FactConversation[IsAgentAccepted] 
            && NOT FactConversation[DirectionCode], 
        FactConversation[ConversationSpeedToAnswerInSeconds], 
        BLANK () 
    ) 
)
  • Closed conversation: SUMX ( FactConversation, IF ( FactConversation[StatusCode] == 4, 1, 0 ) )
  • Conversation first wait time (sec)
SUMX ( 
    FactConversation, 
    IF ( 
        NOT FactConversation[DirectionCode], 
        FactConversation[ConversationFirstWaitTimeInSeconds], 
        BLANK () 
    ) 
)
  • Conversation handle time (sec): SUM(FactConversation[ConversationHandleTimeInSeconds]
  • Conversations in queue
Conversations in queue =  
    SUMX ( 
        FactConversation, 
        IF ( 
            NOT FactConversation[DirectionCode] 
                && ( FactConversation[StatusCode] == 1 
                || ( FactConversation[StatusCode] == 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance" ) ), 
            1, 
            0 
        ) 
    )
  • Incoming conversation
SUMX ( FactConversation, IF ( NOT 
FactConversation[DirectionCode], 1, 0 ) )
  • Longest wait time (sec)
AXX(FactConversation, IF(NOT 
FactConversation[DirectionCode], 
FactConversation[CurrentWaitTimeInSeconds], BLANK()))
  • Ongoing conversations
SUMX ( FactConversation, IF (
 FactConversation[IsOngoing], 1, 0 ) )
  • Open conversations
SUMX ( FactConversation, IF (
 FactConversation[statuscode] == 1, 1, 0 ) )
  • Service level (10 seconds)
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 () 
)
  • Total conversations: COUNTROWS(FactConversation)
  • Waiting conversations
SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 3, 1, 0 ) )
  • Wrap-up conversations
 SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 5, 1, 0 ) )

FactSession

  • Active sessions: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350001, 1, 0))

  • Avg. session handle time (sec): AVERAGE(FactSession[AgentHandlingTimeInSeconds])

  • Closed sessions: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002, 1, 0))

  • Engaged sessions: SUMX(FactSession, IF(ISBLANK(FactSession[AgentAcceptedOn]), 0, 1))

  • Rejected sessions: SUMX(FactSession, IF(FactSession[SessionClosureReasonCode] == 192350001, 1, 0))

  • Session handle time (sec): SUM(FactSession[AgentHandlingTimeInSeconds])

  • Session rejection rate

DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Session time to accept (sec): SUM(FactSession[TimeToAcceptInSeconds])
  • Session time to reject (sec): SUM(FactSession[TimeToRejectInSeconds])
  • Session timeout rate
DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Session transfer rate
DIVIDE ( 

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

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Session wait time (sec): SUM(FactSession[SessionWaitTimeInSeconds])
  • Timeout sessions
SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002 && FactSession[SessionClosureReasonCode] = 192350002, 1, 0))
  • Total sessions: COUNTROWS()
  • Transferred sessions: SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) )

FactSessionParticipant

  • Session participant count: COUNTROWS(FactSessionParticipant)

FactAgentStatusHistory

  • Status duration (mins)
CALCULATE ( 

    SUM ( FactAgentStatusHistory[DuringInSeconds] ) / 60.00, 

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

)

FactAgentCapacityProfile

  • Assigned capacity profile count
SUMX ( 

        FactAgentCapacityProfile, 

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

    )
  • Available capacity
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( 

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

            FactAgentCapacityProfile[AvailableProfileUnits], 

            0 

        ) 

    )
  • Total capacity: SUM ( FactAgentCapacityProfile[DefaultMaxProfileUnits] )
  • Total work item capacity in use: SUM ( FactAgentCapacityProfile[OccupiedProfileUnits] )

FactAgentCapacityUnit

  • Logged in agents
SUMX ( 

        FactAgentCapacityUnit, 

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

    )
  • Total agents: COUNTROWS ( FactAgentCapacityUnit )
  • Total capacity: SUM ( FactAgentCapacityUnit[DefaultMaxCapacityUnits] )
  • Units available
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( 

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

            FactAgentCapacityUnit[AvailableCapacityUntis], 

            0 

        ) 

    )
  • Units occupied: SUM ( FactAgentCapacityUnit[OccupiedCapacityUnits] )

FactConversationMessageBlock

  • Agent response service level (60 seconds)
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60, 

            1, 

            0 

        ) 

    ), 

    COUNTROWS ( FactConversationMessageBlock ), 

    BLANK () 

)

  • Average agent response time (sec): AVERAGE( FactConversationMessageBlock[AgentReponseTimeInSecondsAdjustedForOperationHour])

  • Average first response time (sec)

AVERAGEX ( 

    FactConversationMessageBlock, 

    IF ( 

        FactConversationMessageBlock[IsFirstResponseTime], 

        FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour], 

        BLANK () 

    ) 

)
  • First response time
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60 

                && FactConversationMessageBlock[IsFirstResponseTime], 

            1, 

            BLANK () 

        ) 

    ), 

    SUMX ( 

        FactConversationMessageBlock, 

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

    ), 

    BLANK () 

)

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