Hi, I'm still new to explore, so I apologize if I overlooked something, but I looked through the drilled down columns in an exported csv file and didn't see the info listed.
I'll outline the what I'm trying to accomplish first. The client wants to know the time between when a caller connects to an agent until the time that they are connected to a translator (or, separately, to TTY - both have different time requirements, so this would be duplicated queries with different variables). The phone number for the translator service is known and is a constant. Figuring out the time part should be easy enough, but in the Talk data set, can the third party be identified?
If not, is there some kind of work around?
My first thought for a work around was using the ticket data set.
- When a conference call gets made, it creates a comment identifying it and includes the number that joined the call. I created a trigger that used this to create a tag for which service was dialed (translator vs TTY).
- The first part of the time calculation is covered from when the ticket gets created as that's when the agent picks up.
- This idea starts running into issues for doing the rest of the time calculation, though. That conference comment has a timestamp (and is created during the call), so I was thinking of using the trigger mentioned above to also add the timestamp to a custom field. Unfortunately, I think the date custom field won't show time (the YYYY-MM-DDThh:mm:ss format in particular).
The final thought, a workaround for the workaround, is to trigger something like Zapier to input the time into a custom text field (or just to do the calculation and put the result in a custom field). I just wanted to check to make sure that I wasn't missing something that exists already before creating something in Zapier, as that adds a lot of complexity just for this query.
Thanks for you help in advance!
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