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Jozef11
Jozef11
July 7, 2022
Question

Unexpected behavior when reporting on Call Duration

  • July 7, 2022
  • 3 replies
  • 19 views

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?

 

    3 replies

    Jozef11
    Jozef11Author
    July 7, 2022

    Here's a picture to demonstrate that the calls by reason works, but duration by reason does not

    Jozef11
    Jozef11Author
    July 7, 2022

    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.

    Dave12
    Dave12Employee
    Employee
    July 8, 2022
    Hey Jozef - Glad to see you were able to work it out, and thanks for sharing your solution!
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