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Filter of customer metric
Answered
Posted Apr 15, 2022
I have a custom metric that COUNT the number of comments for a specific agent on a ticket's topic (custom field)
I need to filter out when the count is 1 (and leave 0 and >1).
How do I go about it?
I try creating a metric attribute true/false based on that custom metric (if custom metric = 1 True/else false) but for some reason, everything is FALSE.
This is the metric;
IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Updater name] = "agent name" AND [Ticket Type] = "spam"
)
THEN [Update ID]
ENDIF"
Is there a way to easily remove all 1 forum a column 
0
2
2 comments
CJ Johnson
You might be able to achieve this with a Result Metric Calculation.
You would want to just set it up for your custom formula, instead of Unsolved Tickets, in my example below.
What I did, is create a new calculation with this:
IF COUNT(Unsolved tickets)<1
OR
COUNT(Unsolved tickets)>1
THEN
COUNT(Unsolved tickets)
ELSE
NULL
ENDIF
The result is a new column, just like my old one, but without any 1's:
I then selected to "Clear Used Metrics" in the Result Metric Calculation window, which hides the original column with the 1's still in it, and only shows the new one.
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Adar Earon
Thank you very much CJ! This is very helpful.
A follow-up question - how do I filter out the rows with NULL?
I am not able to filter it by the "metric filter" as it is not a matric.
Any suggestions?
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