Explore recipe: Percentage of chats answered within 30 seconds

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12 Comments

  • Fiona
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    This is great! Thanks for sharing. Is there a way to only show the final metric (% Chats replied to under 30 seconds) in a visualisation. I tried playing around with it but can't find how to hide the other data and have the calculated metric still work. 

    Thanks!

    Fiona

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  • Jessica Blake
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    Hi Fiona,

    Thanks for the question, glad you liked the recipe. :)

    If you would like to show the percentage value on its own, you can create another Standard calculated metric rather than using the Result metric calculation option.

    1. Open a new query in the Chat dataset, and then click Calculations and then Standard calculated metric. Copy the metric below and paste it into the metric editor assuming you named your metrics in the same way I did above. It will look like the screenshot below:

    D_COUNT(Chats first replied in under 30 secs)/D_COUNT(Chats)

    2. Then add the new % metric from Calculated metrics in the Metrics panel.

    3. The last step is to click Chart Configuration, then Display format. Set the new metric to %.

    Then your query should show only the percentage of chats first replied to in under 30 seconds.

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  • Fiona
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    Thank you, Jessica! This is perfect :)

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  • Joan Ling
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    Hi there Fiona, I also want to show the percentage value on its own, I followed the above recipe but I get the following error just after I add the Calculated Metric, any ideas where I'm going wrong?

    Thanks a million.

    Joan

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  • Fiona
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    Hi Joan

    I'm only a beginner myself, but did you call the metrics the exact same thing? I made that mistake once - you have to make sure it's the same name. If it's not that, I'm not sure - maybe someone else can chip in? 

     

    Thanks!

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  • Joan Ling
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    Sorry Fiona, I meant to address that message to Jessica not to you!  Apologies.

    Jessica can you advise please?

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  • Brett - Community Manager
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    Hey Joan,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can take a look at the formula you built. You'll receive an email shortly stating your ticket has been created.

    Feel free to attach any additional information you have available to that email.

    Cheers!

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  • Brandon Tidd
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    Hello -

    What would be the appropriate substitution(s) if we wanted to do this for calls?

    IF (VALUE(Call wait time (sec)) <=30)
    THEN [Call ID]
    ENDIF

    Using the Talk Dataset, obviously?

    Brandon

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  • Jessica Blake
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    Hi Brandon,

    We actually already have a similar recipe for you here: Percentage of calls answered in 30 seconds

    Let me know if you have any problems modifying that to suit your needs. 

    1
  • Brandon Tidd
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    Great, Thanks!!

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  • Logan Bates
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    Hey Bret,

    I get the same error message as Joan. Any suggestions on why the recipe did not work?

    Thanks

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  • Devan
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    Hello Logan Bates,

    I've gone ahead and created a ticket on your behalf so our Advocacy team can look into this for you. Expect an email shortly, notifying you that this ticket has been created on your behalf.

    Best regards. 

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