time spent in public reply

3 Comments

  • Andrei Kamarouski
    Community Moderator

    Hi Modelle Noon B. Turrobia

    You need to add a condition [Comment public] = TRUE to the metric Update handling time from this article https://support.zendesk.com/hc/en-us/articles/360022186134 Using this metric you can calculate time spent per update level for public comments only. 

    Andrei Kamarouski | Pythia AI CEO

    0
  • Modelle Noon B. Turrobia

    Andrei Kamarouski
    Not sure if I got this right  - is it? 

    IF ([Changes - Field name] = "Total time spent (sec)") 
    THEN
    IF ( [Comment public] = TRUE AND [Changes - Previous value]=NULL OR [Changes - Previous value]="")
    THEN NUMBER([Changes - New value])
    ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
    THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))
    ENDIF
    ENDIF
    0
  • Andrei Kamarouski
    Community Moderator

    Modelle Noon B. Turrobia, not really, you should add this to the first part of the formula. 

    IF ([Changes - Field name] = "Total time spent (sec)" AND [Comment public] = TRUE) 
    THEN
    IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
    THEN NUMBER([Changes - New value])/60
    ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
    THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))/60
    ENDIF
    ENDIF
    0

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