Creating a calculated metric to calculate the full resolution time without the lunch break

3 Kommentare

  • Omar

    Cant help with this one, but wondering if you would know if there is a syntax to create a metric which will account for shift pattern

    Better still, when that shift patter changes weekly

     

    e.g. agent A Mon-Fri working 5am-10am

    Agent A the next week works 11am-4pm

    Agent A the third week works again 5am-10am

     

    thanks

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  • CJ

    I am pretty sure this is not possible due to the constraint that you cannot "date_diff" two custom timestamps. I can't see any way you could calculate this with a lunch break without using two custom timestamps to represent like, before lunch and after. 

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  • BO Zappier

    I solved the format issue! But now I am facing another issue of computation with this error: fail to calculate AVG(Resolution in business hours) because the following values can't be evaluated {1}

    Here is the code:

    IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")=0) AND ([Ticket created - Hour]<ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-1 
    ELSE IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")=0) AND ([Ticket created - Hour]<ARRAY("13:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-(ARRAY("13:30")-[Ticket created - Hour]) 
    ELSE IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")>=1) AND ([Ticket created - Hour]<ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("12:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-(DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days"))
    ELSE IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")>=1) AND ([Ticket created - Hour]<ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-(1+DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")) 
    ELSE IF ( DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")>=1) AND ([Ticket created - Hour]>ARRAY("13:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN    VALUE(Full resolution time - Business hours (hrs))-(DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")) 
    ELSE IF (DATE_ADD([Ticket created - Date],"day",1)<[Ticket solved - Date]) AND ([Ticket created - Hour]>ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN VALUE(Full resolution time - Business hours (hrs))-(1+DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")) 
    ELSE VALUE(Full resolution time - Business hours (hrs)) ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF

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