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37 Comments

  • Ben Fulton

    Hi Graeme,

    Unfortunately, our values do not look like numbers, so I tried building a metric that maps the string values to integers via a switch statement, but I am not getting any results.

    IF [Changes - Field name] = "Escalation Level" THEN
    SWITCH [Changes - New value] {
    CASE "Customer Service": 1
    CASE "Product Support": 2
    CASE "Engineering": 3
    }
    ENDIF

    I have verified that the first ticket result does have some updates that should register:

    Am I missing something obvious here?

    0
  • Graeme Carmichael
    Community Moderator

    Ben

    In the Rows section, if you include the field 'Changes- New Value' that will help validate the custom metric.  The values returned here may be different from what you expected when writing your formula and the matching to you SWITCH/CASE statement is case sensitive.

    0
  • Matt Taylor

    Hi all,

    How can I identify in explore the first Chat EngagenementID where an agent sent more than 0 messages? Ultimately I want to be able to use this to identify the First Engagement Dept for each chat so I can get volume related data for each Chat Department based on the First Dept that handled that chat. 

    I'd use the Chat Department, but this updates to the Final Engagement Department...

     

    e.g. If a Chat Comes into Customer Service - and is then Transferred to Technical Support and then Advanced Support. This would be 1 Chat with ideally 3 engagements (one for each Dept). The Chat Department would end up as Advanced Support.

    I want to be able to run a report that counts the number of chats that initially landed in Customer Service (or Tech Support or Advanced Support)

    I initially tried trimming the ".1" from the engagementid suffix <ChatID>.1 for first engagement and using that to populate a new attribute using Engagement DEpt - but this is not reliable as if the first enagement is missed, then the engagement dept is null.

     

    Hopefully I have been overthinking this and there's a simple way to accomplish what I am trying to do, but I've so far come up against dead ends. Any help appreciated!

    0
  • Ben Fulton

    Hi Graeme,

    Thanks—it turns out that the change is reported as an underlying tag change rather than reporting the field value's human readable name, which is not optimal.

    But at least I now know what to look for. However, this is difficult enough to deal with that I'm starting to consider other methods to record this fact. 

    0
  • Ben Fulton

    Hi Graeme,

    One final question—what I really want to do is build a graph of the *count* of each max value, so I can illustrate what percentage of each week's tickets where maximally escalated to each group.

    Is it possible to build a metric that is a COUNT of a set of MAX values?

    0
  • Graeme Carmichael
    Community Moderator

    Ben

    Sorry, but I am not sure how to do that.

    There is a result manipulation>result metric calculation to perform additional calculations on your metrics, but you can only COUNT attributes not metrics.

    0
  • Jeff Foss

    How would I calculate if something previously existed in a state. For example: how many tickets were at one point tagged with a given tag, but may not necessarily have that tag still attached to them.

    0

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