I have a simple goal, I want to show (as a KPI) a total count of unanswered calls, but exclude calls with Call Wait Time less than 10 seconds. This would simply show calls that my agents actually missed and not spam callers that hang up after the phone rings for 1 second.
I've tried creating a calculated Metric and Attribute using the following formula:
IF (AVG(Call wait time (sec))<10) THEN "0" ELSE "1" ENDIF
This seems to work as a metric, but I can't filter with it, I can only show it as an additional column in a spreadsheet. Any time I use it as a calculated attribute, it only shows "1" as an option to filter by, because it is taking the Average (or sum, or median) wait time of all calls.
Is there any way to filter this way? I found an article that shows how to display an attribute like this, but not another metric (ie. D_Count (Calls)) here https://support.zendesk.com/hc/en-us/articles/4408838560922-Using-the-IF-THEN-ELSE-function.
Has anyone found a way to do this without manually counting the calls each time?
Can you try using VALUE instead of AVG in the formula – example:
– and use this custom attribute as filter in your report?