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Unexpected behavior when reporting on Call Duration
Publicado 07 de jul. de 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 comentários
Jozef
Here's a picture to demonstrate that the calls by reason works, but duration by reason does not
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Jozef
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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Dave Dyson
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