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Pemetaan model data untuk laporan analitik real-time di Multisaluran untuk Customer Service

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Dynamics 365 pusat kontak—tertanam Dynamics 365 pusat kontak—mandiri Dynamics 365 Customer Service
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Informasi kasus hanya berlaku untuk layanan pelanggan.

Artikel ini menjelaskan logika Data Analysis Expressions (DAX) untuk metrik real-time, yang dapat Anda gunakan untuk membangun logika dan membuat metrik Anda sendiri. Informasi selengkapnya: Referensi fungsi DAX

Untuk mengetahui detail tentang metrik real-time, buka Menggunakan metrik Multisaluran untuk Customer Service

FactConversation

  • Percakapan yang ditinggalkan
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && FactConversation[StatusCode] == 4 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    )
  • Tingkat diabaikan
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( NOT FactConversation[DirectionCode], 1, BLANK () ) 
    ), 
    BLANK () 
)
  • Percakapan aktif menunggu penerimaan agen
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance", 
            1, 
            0 
        ) 
    )
  • Percakapan aktif dengan penerimaan agen
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "In conversation", 
            1, 
            0 
        ) 
    )
  • Waktu tunggu percakapan pertama (detik)
    AVERAGEX(FactConversation, IF(NOT 
FactConversation[DirectionCode], BLANK(),
FactConversation[ConversationFirstWaitTimeInSeconds] 
))
  • Waktu tunggu percakapan rata-rata (detik): AVERAGE(FactConversation[ConversationHoldTimeInSeconds])
  • Waktu bicara percakapan rata-rata (detik): AVERAGE(FactConversation[ConversationTalkTimeInSeconds])
  • Waktu percakapan rata-rata (detik): AVERAGE ( FactConversation[ConversationTimeInSeconds] )
  • Percakapan rata-rata Wrap waktu aktif: AVERAGE(FactConversation[ConversationWrapUpTimeInSeconds])
  • Waktu penanganan rata-rata (detik): AVERAGE(FactConversation[ConversationHandleTimeInSeconds])
  • Kecepatan rata-rata untuk menjawab waktu (detik)
AVERAGEX ( 
    FactConversation, 
    IF ( 
        FactConversation[IsAgentAccepted] 
            && NOT FactConversation[DirectionCode], 
        FactConversation[ConversationSpeedToAnswerInSeconds], 
        BLANK () 
    ) 
)
  • Percakapan tertutup: SUMX ( FactConversation, IF ( FactConversation[StatusCode] == 4, 1, 0 ) )
  • Waktu tunggu percakapan pertama (detik)
SUMX ( 
    FactConversation, 
    IF ( 
        NOT FactConversation[DirectionCode], 
        FactConversation[ConversationFirstWaitTimeInSeconds], 
        BLANK () 
    ) 
)
  • Waktu menangani percakapan (detik): SUM(FactConversation[ConversationHandleTimeInSeconds]
  • Percakapan dalam antrean
Conversations in queue =  
    SUMX ( 
        FactConversation, 
        IF ( 
            NOT FactConversation[DirectionCode] 
                && ( FactConversation[StatusCode] == 1 
                || ( FactConversation[StatusCode] == 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance" ) ), 
            1, 
            0 
        ) 
    )
  • Percakapan masuk
SUMX ( FactConversation, IF ( NOT 
FactConversation[DirectionCode], 1, 0 ) )
  • Waktu tunggu terlama (dtk)
AXX(FactConversation, IF(NOT 
FactConversation[DirectionCode], 
FactConversation[CurrentWaitTimeInSeconds], BLANK()))
  • Percakapan Berlangsung
SUMX ( FactConversation, IF (
 FactConversation[IsOngoing], 1, 0 ) )
  • Percakapan terbuka
SUMX ( FactConversation, IF (
 FactConversation[statuscode] == 1, 1, 0 ) )
  • Tingkat layanan (10 detik)
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 percakapan: COUNTROWS(FactConversation)
  • Percakapan menunggu
SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 3, 1, 0 ) )
  • Mengakhiri percakapan
 SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 5, 1, 0 ) )

FactSession

  • Sesi aktif: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350001, 1, 0))

  • Waktu penanganan sesi rata-rata (detik): AVERAGE(FactSession[AgentHandlingTimeInSeconds])

  • Sesi tertutup: SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002, 1, 0))

  • Sesi yang terlibat: SUMX(FactSession, IF(ISBLANK(FactSession[AgentAcceptedOn]), 0, 1))

  • Sesi yang ditolak: SUMX(FactSession, IF(FactSession[SessionClosureReasonCode] == 192350001, 1, 0))

  • Waktu menangani sesi (detik): SUM(FactSession[AgentHandlingTimeInSeconds])

  • Tingkat penolakan sesi

DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Waktu sesi untuk menerima (detik): SUM(FactSession[TimeToAcceptInSeconds])
  • Waktu sesi untuk menolak (detik): SUM(FactSession[TimeToRejectInSeconds])
  • Tingkat waktu sesi habis
DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Tingkat transfer sesi
DIVIDE ( 

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

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • Waktu tunggu sesi (detik): SUM(FactSession[SessionWaitTimeInSeconds])
  • Sesi waktu habis
SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002 && FactSession[SessionClosureReasonCode] = 192350002, 1, 0))
  • Total sesi: COUNTROWS()
  • Sesi yang ditransfer: SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) )

FactSessionParticipant

  • Jumlah peserta sesi: COUNTROWS(FactSessionParticipant)

FactAgentStatusHistory

  • Durasi status (menit)
CALCULATE ( 

    SUM ( FactAgentStatusHistory[DuringInSeconds] ) / 60.00, 

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

)

FactAgentCapacityProfile

  • Hitungan profil kapasitas yang ditetapkan
SUMX ( 

        FactAgentCapacityProfile, 

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

    )
  • Kapasitas tersedia
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( 

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

            FactAgentCapacityProfile[AvailableProfileUnits], 

            0 

        ) 

    )
  • Total kapasitas: SUM ( FactAgentCapacityProfile[DefaultMaxProfileUnits] )
  • Total kapasitas item kerja yang digunakan: SUM ( FactAgentCapacityProfile[OccupiedProfileUnits] )

FactAgentCapacityUnit

  • Agen yang masuk
SUMX ( 

        FactAgentCapacityUnit, 

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

    )
  • Total agen: COUNTROWS ( FactAgentCapacityUnit )
  • Total kapasitas: SUM ( FactAgentCapacityUnit[DefaultMaxCapacityUnits] )
  • Unit tersedia
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( 

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

            FactAgentCapacityUnit[AvailableCapacityUntis], 

            0 

        ) 

    )
  • Unit yang ditempati: SUM ( FactAgentCapacityUnit[OccupiedCapacityUnits] )

FactConversationMessageBlock

  • Tingkat layanan respons agen (60 detik)
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60, 

            1, 

            0 

        ) 

    ), 

    COUNTROWS ( FactConversationMessageBlock ), 

    BLANK () 

)

  • Rata-rata waktu respons agen (detik): AVERAGE( FactConversationMessageBlock[AgentReponseTimeInSecondsAdjustedForOperationHour])

  • Rata-rata waktu respons pertama (detik)

AVERAGEX ( 

    FactConversationMessageBlock, 

    IF ( 

        FactConversationMessageBlock[IsFirstResponseTime], 

        FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour], 

        BLANK () 

    ) 

)
  • Waktu respons pertama
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60 

                && FactConversationMessageBlock[IsFirstResponseTime], 

            1, 

            BLANK () 

        ) 

    ), 

    SUMX ( 

        FactConversationMessageBlock, 

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

    ), 

    BLANK () 

)

Lihat Juga

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Gambaran umum kustomisasi model data
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