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Unexpected behavior when reporting on Call Duration

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Posted Jul 07, 2022

Hello,

I'm trying to see the total amount of time spent on a calls for each given call reason. The call reason is calculated using the tags on the call.

When calculating the total number of calls for each call reason, I can see a chart with each call reason showing the total number of calls for that reason as a bar next to it. However, when I change the metric from SUM of D_Count([Inbound Calls]) to my custom metric (SUM of INTEGER([Call Duration]), instead of showing the total duration by reason, it shows the total duration for all reasons next to each reason.

Oddly enough, when I exclude reasons in the column section or through filtering, the total on all sections updates to exclude the given reason duration total.

How do I go about showing only the duration time for each specific reason rather than the total for all reasons on each bar?

 


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3 comments

Here's a picture to demonstrate that the calls by reason works, but duration by reason does not

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Figured out the problem! For anybody else who might be running in to the same issue, when I removed changed the formula to more closely match the inbound call formula, specifically removing the INTEGER statement, everything started working as expected.

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Hey Jozef - Glad to see you were able to work it out, and thanks for sharing your solution!

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