Explore recipe: Displaying tickets answered within different time brackets

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5 Comments

  • Mengxin

    Hi there,

    I'm trying to create the same bracket for calls and there's an error message on my query, whereas i've basically copy pasted "first reply time brackets". 

    Here's the first reply time brackets query:

    IF (VALUE(First reply time (min)) <= 60) 
    THEN "0-1 hrs"
    ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8)
    THEN "1-8 hrs"
    ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24)
    THEN "8-24 hrs"
    ELIF (VALUE(First reply time (min)) > 60*24)
    THEN ">24 hrs"
    ELSE "No Replies"
    ENDIF

    And here's my query: 

    and the error message indicates that line 1 is not correct. 

    IF (VALUE(Call wait time (sec)) <= 10)
    THEN "0-10 sec"
    ELIF (VALUE(Call wait time (sec)) > 10 AND (VALUE(Call wait time (sec)) <= 30)
    THEN "10-30 sec"
    ELIF (VALUE(Call wait time (sec)) > 30 AND (VALUE(Call wait time (sec)) <= 60)
    THEN "30-60 sec"
    ELIF (VALUE(Call wait time (sec)) > 60
    THEN ">1 min"
    ELSE "Missed"
    ENDIF
    0
  • Ricardo

    Hello, Mengxin,

    It looks like we have an open ticket with you regarding that. I will follow up there. Thank you!

    0
  • Mengxin

    Hello Ricardo,

     

    I dont see any open tickets, could you confirm? 

    0
  • Ricardo

    I have just sent you an email from that ticket. Hope it helps.

    0
  • Katie Saddlemire

    Is it possible to create a version of this that is within business hours? 

     

    Thanks! 

    0

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