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Mapeo de modelos de datos para informes analíticos en tempo real en Multicanle para Customer Service

  • Artigo

Nota

A información sobre a dispoñibilidade das funcións é a seguinte.

Dynamics 365 centro de contacto: incrustado Dynamics 365 centro de contacto: autónomo Dynamics 365 Customer Service
No Si Si

Nota

A información do caso só é aplicable a servizo de atención ao cliente.

Este artigo describe a lóxica das expresións de análise de datos (DAX) para métricas en tempo real, que podes usar para crear a túa lóxica e crear as túas propias métricas. Máis información: Referencia da función DAX

Para obter máis información sobre as métricas en tempo real, vai a Utilizar as métricas Multicanle para Customer Service

FactConversation

  • Conversas abandonadas
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && FactConversation[StatusCode] == 4 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    )
  • Taxa de abandono
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( NOT FactConversation[DirectionCode], 1, BLANK () ) 
    ), 
    BLANK () 
)
  • Conversas activas á espera da aceptación do axente
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance", 
            1, 
            0 
        ) 
    )
  • Conversas activas con aceptación do axente
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "In conversation", 
            1, 
            0 
        ) 
    )
  • Prom. primeiro tempo de espera da conversa (s)
    AVERAGEX(FactConversation, IF(NOT 
FactConversation[DirectionCode], BLANK(),
FactConversation[ConversationFirstWaitTimeInSeconds] 
))
  • Prom. tempo de espera da conversa (s): AVERAGE(FactConversation[ConversationHoldTimeInSeconds])
  • Prom. tempo de conversa da conversa (s): AVERAGE(FactConversation[ConversationTalkTimeInSeconds])
  • Prom. tempo de conversación (s): AVERAGE ( FactConversation[ConversationTimeInSeconds] )
  • Prom. tempo de actividade da conversa Embalar: AVERAGE(FactConversation[ConversationWrapUpTimeInSeconds])
  • Prom. tempo de manipulación (s): AVERAGE(FactConversation[ConversationHandleTimeInSeconds])
  • Prom. Velocidade de tempo de resposta (s)
AVERAGEX ( 
    FactConversation, 
    IF ( 
        FactConversation[IsAgentAccepted] 
            && NOT FactConversation[DirectionCode], 
        FactConversation[ConversationSpeedToAnswerInSeconds], 
        BLANK () 
    ) 
)
  • Conversa pechada: SUMX ( FactConversation, IF ( FactConversation[StatusCode] == 4, 1, 0 ) )
  • Tempo de espera da primeira conversa (s)
SUMX ( 
    FactConversation, 
    IF ( 
        NOT FactConversation[DirectionCode], 
        FactConversation[ConversationFirstWaitTimeInSeconds], 
        BLANK () 
    ) 
)
  • Tempo de control da conversa (s): SUM(FactConversation[ConversationHandleTimeInSeconds]
  • Conversas na fila
Conversations in queue =  
    SUMX ( 
        FactConversation, 
        IF ( 
            NOT FactConversation[DirectionCode] 
                && ( FactConversation[StatusCode] == 1 
                || ( FactConversation[StatusCode] == 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance" ) ), 
            1, 
            0 
        ) 
    )
  • Conversa entrante
SUMX ( FactConversation, IF ( NOT 
FactConversation[DirectionCode], 1, 0 ) )
  • Tempo de espera máis longo (s)
AXX(FactConversation, IF(NOT 
FactConversation[DirectionCode], 
FactConversation[CurrentWaitTimeInSeconds], BLANK()))
  • Conversas en curso
SUMX ( FactConversation, IF (
 FactConversation[IsOngoing], 1, 0 ) )
  • Abrir conversas
SUMX ( FactConversation, IF (
 FactConversation[statuscode] == 1, 1, 0 ) )
  • Nivel de servizo (10 segundos)
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 de conversas: COUNTROWS(FactConversation)
  • Conversas en espera
SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 3, 1, 0 ) )
  • Conversas de conclusión
 SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 5, 1, 0 ) )

FactSession

  • Sesións activas: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350001, 1, 0))

  • Prom. tempo de manipulación da sesión (seg): AVERAGE(FactSession[AgentHandlingTimeInSeconds])

  • Sesións pechadas: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002, 1, 0))

  • Sesións comprometidas: SUMX(FactSession, IF(ISBLANK(FactSession[AgentAcceptedOn]), 0, 1))

  • Sesións rexeitadas: SUMX(FactSession, IF(FactSession[SessionClosureReasonCode] == 192350001, 1, 0))

  • Tempo de manipulación da sesión (s): SUM(FactSession[AgentHandlingTimeInSeconds])

  • Taxa de rexeitamento da sesión

DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Tempo de aceptación da sesión (s): SUM(FactSession[TimeToAcceptInSeconds])
  • Tempo de rexeitamento da sesión (s): SUM(FactSession[TimeToRejectInSeconds])
  • Taxa de tempo de espera da sesión
DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Taxa de transferencia da sesión
DIVIDE ( 

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

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Tempo de espera da sesión (seg): SUM(FactSession[SessionWaitTimeInSeconds])
  • Sesións que esgotaron o tempo de espera
SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002 && FactSession[SessionClosureReasonCode] = 192350002, 1, 0))
  • Total de sesións: COUNTROWS()
  • Sesións transferidas: SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) )

FactSessionParticipant

  • Número de participantes na sesión: COUNTROWS(FactSessionParticipant)

FactAgentStatusHistory

  • Duración do estado (min)
CALCULATE ( 

    SUM ( FactAgentStatusHistory[DuringInSeconds] ) / 60.00, 

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

)

FactAgentCapacityProfile

  • Asignado perfil de capacidade conta
SUMX ( 

        FactAgentCapacityProfile, 

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

    )
  • Capacidade dispoñible
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( 

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

            FactAgentCapacityProfile[AvailableProfileUnits], 

            0 

        ) 

    )
  • Capacidade total: SUM ( FactAgentCapacityProfile[DefaultMaxProfileUnits] )
  • Capacidade total do traballo en uso: SUM ( FactAgentCapacityProfile[OccupiedProfileUnits] )

FactAgentCapacityUnit

  • Rexistros en axentes
SUMX ( 

        FactAgentCapacityUnit, 

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

    )
  • Total de axentes: COUNTROWS ( FactAgentCapacityUnit )
  • Capacidade total: SUM ( FactAgentCapacityUnit[DefaultMaxCapacityUnits] )
  • Unidades dispoñibles
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( 

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

            FactAgentCapacityUnit[AvailableCapacityUntis], 

            0 

        ) 

    )
  • Unidades ocupadas: SUM ( FactAgentCapacityUnit[OccupiedCapacityUnits] )

FactConversationMessageBlock

  • Nivel de servizo do axente resposta (60 segundos)
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60, 

            1, 

            0 

        ) 

    ), 

    COUNTROWS ( FactConversationMessageBlock ), 

    BLANK () 

)

  • Tempo medio do axente resposta (s): AVERAGE( FactConversationMessageBlock[AgentReponseTimeInSecondsAdjustedForOperationHour])

  • Tempo medio do primeiro resposta (s)

AVERAGEX ( 

    FactConversationMessageBlock, 

    IF ( 

        FactConversationMessageBlock[IsFirstResponseTime], 

        FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour], 

        BLANK () 

    ) 

)
  • Tempo da primeira resposta
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60 

                && FactConversationMessageBlock[IsFirstResponseTime], 

            1, 

            BLANK () 

        ) 

    ), 

    SUMX ( 

        FactConversationMessageBlock, 

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

    ), 

    BLANK () 

)

Consulte tamén

Personaliza a visualización visual
Modelos de datos e mapas de informes para informes de análise histórica en servizo de atención ao cliente
Visión xeral da personalización do modelo de datos
Personaliza modelos de datos de informes de análise históricos e en tempo real