I think this should be an easy task and I am asking myself why this is not working.
We have to working metrics for time tracking.
- Med time spent per Ticket (min)
- Med time spent per Call Ticket (min)
For the first metric we have used this recipe:
For the second metric, we have done the same but in this case the time value is pushed by our telephone system into a custom field of a ticket, which will be created once an agent accepts a call.
So the second metric calculates the Med Time of a call, not the time spended in this ticket by time tracking app.
This two metrics are working properly. So far, so good.
Now the task:
I want to have another metric which decides by Ticket Group, which of these metrics will be used.
The new metric is called Med time spent per Ticket or Call (min):
SELECT IF Ticket Group = Callgroup THEN Med time spent per Call Ticket (min) ELSE Med time spent per Ticket (min) END
Now I have created a test report with these 3 metrics, displayed by Ticket Group. The new metric Med time spent per Ticket or Call (min) shows only a value, if the Ticket Group is Callgroup. If the ticket group is not Callgroup, no value will be displayed.
This could happen, because I'm using a metric after THEN. I don't know exactly if this is possible. If I understand the MAQL documentation correctly, only numeric values or arithmetic operations are allowed. But how can I solve the task above?
Hopefully someone can help :)
Thanks in advance!
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