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Don Stewart

Don Stewart

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The formula for enteredCount (knows as “Q Offered” in insights Derived Fields

Expand
titleenteredCount (Q Offered)
Code Block
languagesql
SUM(
  CASE WHEN (
    queueID != "" 
    AND (
      answerTime != endTime 
      OR (
        answerTime IS NULL 
        AND endTime IS NOT NULL
      ) 
      OR (
        answerTime = endTime 
        AND waitTime > 0
      )
    ) 
    AND (
      commType != "phoneCall" 
      AND (
        transferType != "callback" 
        OR transferType IS NULL
      )
    )
  ) 
  OR (
    queueID != "" 
    AND transferType = "exitNoAgen"
  ) THEN 1 ELSE 0 END
)

The new formula for abandonedCount

Expand
titleabandondedCount

Additional Notes

  • UTC….

  • historical api limits query timeframe to a max of 6 hours

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