• Zsa Trias

  • 14 de abril de 2023 08:22

  Zendesk Customer Care

  Hello Kate,
  
  You can view the formula used for the default "First reply time brackets" if you click o the eye icon of the attribute. 

  From there, you can copy the formula, create a new custom attribute & edit it depending on how you want to break down the hours:

  

  In the break down of hours that you'd like to achieve, the formula should be like this:

  IF (VALUE(First reply time (min)) <= 60) THEN "0-1 hrs"
          ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*4) THEN "1-4 hrs"
          ELIF (VALUE(First reply time (min))>60*4 AND VALUE(First reply time (min)) <= 60*8) THEN "4-8 hrs"
          ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*16) THEN "8-16 hrs"
          ELIF (VALUE(First reply time (min))>60*16 AND VALUE(First reply time (min)) <= 60*24) THEN "8-24 hrs"
          ELIF (VALUE(First reply time (min)) > 60*24) THEN ">24 hrs"
          ELSE " No replies"
  ENDIF

• Kate Horner

  • 14 de abril de 2023 13:19

  Thank you!

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