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Customer Service 全通路中即時分析報表的資料模型對應

適用於：僅限 Dynamics 365 Contact Center — 獨立和 Dynamics 365 Customer Service

注意

案例資訊僅適用於 Customer Service。

本文說明即時計量的 Data Analysis Expressions (DAX) 邏輯，您可以用來建構邏輯並建立自己的計量。 在 DAX 函數參考中瞭解更多資訊。

在使用報表計量中深入了解即時計量。

FactConversation

  • 放棄的交談
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && FactConversation[StatusCode] == 4 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    )
  • 放棄率
DIVIDE ( 
    SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[IsAbandoned] 
                && NOT FactConversation[DirectionCode], 
            1, 
            0 
        ) 
    ), 
    SUMX ( 
        FactConversation, 
        IF ( NOT FactConversation[DirectionCode], 1, BLANK () ) 
    ), 
    BLANK () 
)
  • 等待 Agent 接受的使用中交談
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance", 
            1, 
            0 
        ) 
    )
  • 有 Agent 接受的使用中交談
SUMX ( 
        FactConversation, 
        IF ( 
            FactConversation[statuscode] = 2 
                && FactConversation[StatusReason] == "In conversation", 
            1, 
            0 
        ) 
    )
  • 平均交談第一次等待時間 (秒)
    AVERAGEX(FactConversation, IF(NOT 
FactConversation[DirectionCode], BLANK(),
FactConversation[ConversationFirstWaitTimeInSeconds] 
))
  • 平均交談保留時間 (秒)：AVERAGE(FactConversation[ConversationHoldTimeInSeconds])
  • 平均交談對話時間 (秒)：AVERAGE(FactConversation[ConversationTalkTimeInSeconds])
  • 平均交談時間 (秒)：AVERAGE ( FactConversation[ConversationTimeInSeconds] )
  • 平均交談總結時間： AVERAGE(FactConversation[ConversationWrapUpTimeInSeconds])
  • 平均處理時間 (秒)：AVERAGE(FactConversation[ConversationHandleTimeInSeconds])
  • 平均接聽速度 (秒)
AVERAGEX ( 
    FactConversation, 
    IF ( 
        FactConversation[IsAgentAccepted] 
            && NOT FactConversation[DirectionCode], 
        FactConversation[ConversationSpeedToAnswerInSeconds], 
        BLANK () 
    ) 
)
  • 關閉的交談：SUMX ( FactConversation, IF ( FactConversation[StatusCode] == 4, 1, 0 ) )
  • 交談第一次等待時間 (秒)
SUMX ( 
    FactConversation, 
    IF ( 
        NOT FactConversation[DirectionCode], 
        FactConversation[ConversationFirstWaitTimeInSeconds], 
        BLANK () 
    ) 
)
  • 交談處理時間 (秒)：SUM(FactConversation[ConversationHandleTimeInSeconds]
  • 佇列中的交談
Conversations in queue =  
    SUMX ( 
        FactConversation, 
        IF ( 
            NOT FactConversation[DirectionCode] 
                && ( FactConversation[StatusCode] == 1 
                || ( FactConversation[StatusCode] == 2 
                && FactConversation[StatusReason] == "Agent assigned, awaiting acceptance" ) ), 
            1, 
            0 
        ) 
    )
  • 傳入交談
SUMX ( FactConversation, IF ( NOT 
FactConversation[DirectionCode], 1, 0 ) )
  • 最長等待時間 (秒)
AXX(FactConversation, IF(NOT 
FactConversation[DirectionCode], 
FactConversation[CurrentWaitTimeInSeconds], BLANK()))
  • 持續交談
SUMX ( FactConversation, IF (
 FactConversation[IsOngoing], 1, 0 ) )
  • 開啟交談
SUMX ( FactConversation, IF (
 FactConversation[statuscode] == 1, 1, 0 ) )
  • 服務等級 (10 秒鐘)
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 () 
)
  • 交談總計：COUNTROWS(FactConversation)
  • 等待中交談
SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 3, 1, 0 ) )
  • 總結交談
 SUMX ( FactConversation, IF ( 
FactConversation[statuscode] == 5, 1, 0 ) )

FactSession

  • 使用中工作階段：SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350001, 1, 0))

  • 平均工作階段處理時間 (秒)：AVERAGE(FactSession[AgentHandlingTimeInSeconds])

  • 關閉的工作階段：SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002, 1, 0))

  • 參與的工作階段：SUMX(FactSession, IF(ISBLANK(FactSession[AgentAcceptedOn]), 0, 1))

  • 拒絕的工作階段： SUMX(FactSession, IF(FactSession[SessionClosureReasonCode] == 192350001, 1, 0))

  • 工作階段處理時間 (秒)：SUM(FactSession[AgentHandlingTimeInSeconds])

  • 工作階段拒絕率

DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • 接受前所需工作階段時間 (秒)：SUM(FactSession[TimeToAcceptInSeconds])
  • 拒絕前所需工作階段時間 (秒)：SUM(FactSession[TimeToRejectInSeconds])
  • 工作階段逾時率
DIVIDE ( 

    SUMX ( 

        FactSession, 

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

    ), 

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • 工作階段轉移率
DIVIDE ( 

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

    SUMX ( 

        FactSession, 

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

    ), 

    BLANK () 

)
  • 工作階段等待時間 (秒)：SUM(FactSession[SessionWaitTimeInSeconds])
  • 逾時工作階段
SUMX(FactSession, IF(FactSession[SessionStateCode] = 192350002 && FactSession[SessionClosureReasonCode] = 192350002, 1, 0))
  • 工作階段總計：COUNTROWS()
  • 已轉移工作階段： SUMX ( FactSession, IF ( FactSession[IsTransferredOut], 1, 0 ) )

FactSessionParticipant

  • 工作階段參與者計數：COUNTROWS(FactSessionParticipant)

FactAgentStatusHistory （事實代理狀態歷史記錄）

  • 狀態期間 (分鐘)
CALCULATE ( 

    SUM ( FactAgentStatusHistory[DuringInSeconds] ) / 60.00, 

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

)

FactAgentCapacityProfile

  • 已指派產能設定檔計數
SUMX ( 

        FactAgentCapacityProfile, 

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

    )
  • 可用產能
SUMX ( 

        FactAgentCapacityProfile, 

        IF ( 

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

            FactAgentCapacityProfile[AvailableProfileUnits], 

            0 

        ) 

    )
  • 總產能：SUM ( FactAgentCapacityProfile[DefaultMaxProfileUnits] )
  • 總使用中工作項目產能：SUM ( FactAgentCapacityProfile[OccupiedProfileUnits] )

FactAgentCapacityUnit

  • 已登入的 Agent 
SUMX ( 

        FactAgentCapacityUnit, 

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

    )
  • Agent 總數：COUNTROWS ( FactAgentCapacityUnit )
  • 總產能：SUM ( FactAgentCapacityUnit[DefaultMaxCapacityUnits] )
  • 可用單位數
SUMX ( 

        FactAgentCapacityUnit, 

        IF ( 

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

            FactAgentCapacityUnit[AvailableCapacityUnits], 

            0 

        ) 

    )
  • 佔用的單位：SUM ( FactAgentCapacityUnit[OccupiedCapacityUnits] )

FactConversationMessageBlock

  • Agent 回應服務等級 (60 秒鐘)
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60, 

            1, 

            0 

        ) 

    ), 

    COUNTROWS ( FactConversationMessageBlock ), 

    BLANK () 

)

  • 平均 Agent 回應時間 (秒)：AVERAGE( FactConversationMessageBlock[AgentReponseTimeInSecondsAdjustedForOperationHour])

  • 平均第一次回應時間 (秒)

AVERAGEX ( 

    FactConversationMessageBlock, 

    IF ( 

        FactConversationMessageBlock[IsFirstResponseTime], 

        FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour], 

        BLANK () 

    ) 

)
  • 第一次回應時間
DIVIDE ( 

    SUMX ( 

        FactConversationMessageBlock, 

        IF ( 

            FactConversationMessageBlock[ReponseTimeInSecondsAdjustedForOperationHour] <= 60 

                && FactConversationMessageBlock[IsFirstResponseTime], 

            1, 

            BLANK () 

        ) 

    ), 

    SUMX ( 

        FactConversationMessageBlock, 

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

    ), 

    BLANK () 

)

自訂視覺效果顯示
Customer Service 中歷史分析報表的資料模型與報表對應
資料模型自訂概觀
自訂歷史及即時分析報表的資料模型

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