Robert Sutherland

I have a bunch of custom metrics that worked up until a day ago. It appears that something on the back end was refactored changing how data type are handled here.

Here's one example that worked for years:

IF ([Call direction]="Inbound" AND 
   [Call type] = "Regular" AND
   [Call completion status]="Completed")
   OR 
   ([Call direction]="Inbound" AND 
   [Call type] = "Regular" AND
   NOT([Call completion status] ="Completed") AND
   VALUE(Call duration (sec)) > "30")
THEN [Call ID]
ENDIF

Now it appears the quotations around the 30 (`VALUE(Call duration (sec)) > "30")`) causes the 30 to be interpreted as a string/text and it returns an error. Was this intentional? I don't think I would have put the 30 in quotations to begin with if it wasn't required when I was making these metrics years ago, but now it seems that this is a problem.

This is beyond frustrating. Targets are disabled and we can't even figure out why. And no response is given to remedy the situation.

Any news since the last update 2 years ago when this was stated as a "top priority"? Really need a solution that doesn't involve adding unnecessary marketplace apps and shelling out another $20/month per agent.

+1