Creating Custom First Reply Time Brackets
回答済みI am trying to have this look slightly different but can't figure out the recipe for the custom metric. I would like to break the hours down more:
- No replies
- 0-1 hrs
- 1-4 hrs
- 4-8 hrs
- 8-16 hrs
- 16-24 hrs
- >24 hrs
-
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 -
Thank you!
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