Explore recipe: Reporting chat first reply time by brackets

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2 Comments

  • Sarah

    Hello,

    Is it possible to change the range of the brackets? For instance put a 0-10s

    Thanks!

    0
  • Chandra Robrock
    Community Moderator

    Hi Sarah! You can definitely customize your own brackets by creating a Standard Calculated Attribute similar to the Chat First Reply Time Bracket attribute that Zendesk provides out-of-the-box.

    First, you'll want to click on the eyeball icon next to the Chat First Reply Time Bracket to copy over the query. It should look like this:

    IF (VALUE(Chat first reply time (sec))<=15) THEN "0-15 sec"
    ELIF (VALUE(Chat first reply time (sec))>15 AND VALUE(Chat first reply time (sec))<= 30) THEN "15-30 sec"
    ELIF (VALUE(Chat first reply time (sec))>30 AND VALUE(Chat first reply time (sec))<= 45) THEN "30-45 sec"
    ELIF (VALUE(Chat first reply time (sec))>45 AND VALUE(Chat first reply time (sec))<= 60) THEN "45-60 sec"
    ELIF (VALUE(Chat first reply time (sec))>60) THEN ">60 sec"
    ELSE " No replies"
    ENDIF

    From there, simply modify the query to your liking (i.e. update the first line to say IF (VALUE(Chat first reply time (sec))<=10) THEN "0-10 sec") and then save this as a new standard calculated attribute.

    Let me know if you have any further questions regarding this solution.

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