How to calculate First Contact Resolution?

We want to calculate First Contact Resolution in EazyBi.

We consider FCR as this:

  • Starts calculating when status changes to Work in progress
  • Finishes calculating when resolution is set to Done
  • Is resolved within 10 hours between Work in progress and Done
  • Does not calculate during out of office hours. Our hours are 8-18 Mon-Fri.
  • We use JSM Cloud

Can this be done easily? We tried using ChatGPT but it gets confused in creating calculated measures or using advanced settings in EazyBi.

TIA

Hi @Edgaras

ChatGPT sure can help a lot when building formulas for MDX or JavaScript, but for MDX it often skips some powerful MDX functions that we have developed ourselves for eazyBI.

In this case you could use a formula like this for you calculated measure:

Count(
  Filter(
    Descendants([Issue].CurrentMember,[Issue].[Issue]),
    [Measures].[Issues resolved]>0
    AND
    DateDiffWorkHours(
      (
        [Measures].[Transition to status first date],
        [Transition Status].[Work in progress]
      ),
      [Measures].[Issue resolution date],
      'default', 
      '8-18'
    ) < 10
  )
)

This formula checks how many issues are resolved in less than 10 workhours. It uses the DateDiffWorkHours() function where you can calculate the workhour difference between two times based on your working days and hours.
Note that this will map the values according to the “Resolution date” of the issues (if you are using the Time dimension in the report).
Also, be sure to switch the Formatting to “Numeric” > “Integer”.

Let me know if this works as expected!
Best regards,
Nauris / eazyBI support