Power BI - Essential Customer Service DAX Measures

 

Essential Customer Service DAX Measures

1. Tickets & Volume

Total Tickets = COUNTROWS(Tickets)

Tickets MTD = 
CALCULATE([Total Tickets], DATESMTD(DateTable[Date]))

Tickets YTD = 
TOTALYTD([Total Tickets], DateTable[Date])

Tickets LY = 
CALCULATE([Total Tickets], SAMEPERIODLASTYEAR(DateTable[Date]))

 Tracks ticket volume month-to-date, year-to-date, and vs. last year.

---

2. Average Response Time

Avg Response Time = AVERAGE(Tickets[ResponseTime])

Response Time YTD = 
TOTALYTD([Avg Response Time], DateTable[Date])

Response Time LY = 
CALCULATE([Avg Response Time], SAMEPERIODLASTYEAR(DateTable[Date]))

 Measures how quickly agents respond to customers.

---

3. Resolution Time

Avg Resolution Time = AVERAGE(Tickets[ResolutionTime])

Resolution Time YTD = 
TOTALYTD([Avg Resolution Time], DateTable[Date])

Resolution Time LY = 
CALCULATE([Avg Resolution Time], SAMEPERIODLASTYEAR(DateTable[Date]))

 Tracks efficiency in resolving issues.

---

4. First Contact Resolution (FCR)

FCR % = 
DIVIDE(
    COUNTROWS(FILTER(Tickets, Tickets[ResolvedOnFirstContact] = TRUE)),
    [Total Tickets],
    0
)

FCR YTD = 
TOTALYTD([FCR %], DateTable[Date])

FCR LY = 
CALCULATE([FCR %], SAMEPERIODLASTYEAR(DateTable[Date]))

 Shows percentage of tickets resolved without escalation.

---

5. Customer Satisfaction (CSAT)

Avg CSAT = AVERAGE(Surveys[Score])

CSAT YTD = 
TOTALYTD([Avg CSAT], DateTable[Date])

CSAT LY = 
CALCULATE([Avg CSAT], SAMEPERIODLASTYEAR(DateTable[Date]))

 Tracks customer feedback trends.

---

6. Agent Productivity

Tickets per Agent = 
DIVIDE([Total Tickets], DISTINCTCOUNT(Tickets[AgentID]), 0)

Tickets per Agent YTD = 
TOTALYTD([Tickets per Agent], DateTable[Date])

 Measures workload distribution and productivity.

---

7. Escalation Rate

Escalated Tickets = 
COUNTROWS(FILTER(Tickets, Tickets[Escalated] = TRUE))

Escalation Rate % = 
DIVIDE([Escalated Tickets], [Total Tickets], 0)

Escalation Rate YTD = 
TOTALYTD([Escalation Rate %], DateTable[Date])

Escalation Rate LY = 
CALCULATE([Escalation Rate %], SAMEPERIODLASTYEAR(DateTable[Date]))

 Identifies areas where frontline support struggles.

---

Takeaway

These measures give Customer Service teams time-based insights into ticket volume, response efficiency, resolution quality, satisfaction, and agent productivity. By layering date intelligence functions (DATESMTD, TOTALYTD, SAMEPERIODLASTYEAR), you can present monthly, yearly, and historical comparisons that drive staffing, training, and process improvements.