URGENT: Report Calls retrieve by call center agents

[adminclikalia]

Hello! I have a problem with a power bi table that I need to show.

The business problem is that the call centre team needs to know what are the calls that were retrieved (in table format). What I need to calculate is the inbounds calls that were missed but in the next 24, 48 or 72 hrs someone of our team called the customer again (outbound call). To check if the call were answered, the column answered need to be as "Yes". The problem is that my current table have a format that is difficult to handle.

Here is an example of my table:

Date	Date - Answered at	Date - Ended at	Date - Started at	Direction	User Name (Agent)	Raw Digit (cliente number)	Number digit (our number)	Missed Call reason	Answered
01/07/2021 7:15:50	01/07/2021 7:15:05	01/07/2021 7:16:05	01/07/2021 7:14:50	Inbound	Christian	+34454545	+34606060	Not available agent	no
02/07/2021 12:15:45	02/07/2021 12:15:30	02/07/2021 12:15:45	02/07/2021 12:15:45	Outbound	Christian	+34454545	+34606060	-	yes
03/07/2021 10:40:40	03/07/2021 10:40:15	03/07/2021 10:40:55	03/07/2021 10:40:05	Inbound	Jorge	+34222222	+34111111	Out of working hours	no
04/07/2021 16:45:30	04/07/2021 16:45:10	04/07/2021 16:45:55	04/07/2021 16:45:05	Outbound	Monica	+34222222	+34333333	-	yes

Thank you for your suppport.

[v-yalanwu-msft · Accepted solution]

Hi, @adminclikalia ;

You could create a column as follows:

Answered72 = 
var _sta=CALCULATE(MIN([Date - Answered at]),FILTER(ALLEXCEPT(logs,'logs'[Custom.data.raw_digits]),[Direction]="Inbound"))
var _end=CALCULATE(MIN([Date - Answered at]),FILTER(ALLEXCEPT(logs,logs[Custom.data.raw_digits]),[Direction]="Outbound"))
return IF([Direction]="Outbound"&&DATEDIFF(_sta,_end,HOUR)<=72,"yes","no")

The final output is shown below:

Best Regards,
Community Support Team_ Yalan Wu
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[tex628]

Hi, 

Try this calculated column for answered outbound calls within 24H:

Answered within 24 =
VAR nr = [Raw Digit (cliente number)]
VAR time_ = [Date - Started at]

IF ( AND( [Direction] = "Inbound" , [Answered] = "no" ) , 

CALCULATE( COUNTROWS ( 'Table' ) , 
[Direction] = "Outbound" ,
[Answered] = "yes"
[Raw Digit (cliente number)] = nr ,
[Date - Started at] >= time_ ,
[Date - Started at] <= time_ +1
)
 

If this works you should be able to simply change the +1 to +2 or +3 to get the other timeintervals covered. 

Br, 
J

[adminclikalia]

Hi Br, I tried to add the calculated column, but It gives me an error. Do you have other idea to solve this?

Thank you very much for your help.

[tex628]

Can you take a pictue of the error? 

[adminclikalia]

The syntax for 'IF' is incorrect. (DAX(VAR nr = logs[Custom.data.raw_digits]VAR time_ = logs[Date - Started at]IF(AND(logs[Custom.data.direction] = "Inbound",logs[Custom.data.missed_call_reason] <> BLANK()), CALCULATE( COUNTROWS ( 'logs' ) , logs[Custom.data.direction] = "Outbound" ,logs[Custom.data.answered_at] <> BLANK(),logs[Custom.data.raw_digits] = nr ,logs[Date - Started at] >= logs[Date - Started at] ,logs[Date - Started at] <= logs[Date - Started at] +1), BLANK()))).

[adminclikalia]

I add a return after the VAR definition and the calculated column works but the problem is that all values are BLANCK

Answered within 24 =

VAR nr = logs[Custom.data.raw_digits]

VAR time_ = logs[Date - Started at]

return

IF(AND(logs[Custom.data.direction] = "Inbound",logs[Custom.data.missed_call_reason] <> BLANK()),

CALCULATE( COUNTROWS ( 'logs' ) ,

logs[Custom.data.direction] = "Outbound" ,

logs[Custom.data.answered_at] <> BLANK(),

logs[Custom.data.raw_digits] = nr ,

logs[Date - Started at] >= time_ ,

logs[Date - Started at] <= time_ +1

), BLANK())

[tex628]

Hi, 

Take a look at the attached file. 

Br, 
J