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Filter of customer metric

  • April 15, 2022
  • 2 replies
  • 0 views
Adar11

I have a custom metric that COUNT the number of comments for a specific agent on a ticket's topic (custom field)
I need to filter out when the count is 1 (and leave 0 and >1). 

How do I go about it? 

I try creating a metric attribute true/false based on that custom metric (if custom metric = 1 True/else false) but for some reason, everything is FALSE.

This is the metric;
IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Updater name] = "agent name" AND [Ticket Type] = "spam"
)   
THEN [Update ID]  
ENDIF"

Is there a way to easily remove all 1 forum a column 

    2 replies

    CJ99
    • CJ99
    • April 15, 2022

    You might be able to achieve this with a Result Metric Calculation. 
    You would want to just set it up for your custom formula, instead of Unsolved Tickets, in my example below. 

    What I did, is create a new calculation with this: 
    IF COUNT(Unsolved tickets)<1 
    OR
     COUNT(Unsolved tickets)>1
    THEN
     COUNT(Unsolved tickets)
    ELSE
    NULL
    ENDIF


     The result is a new column, just like my old one, but without any 1's: 


    I then selected to "Clear Used Metrics" in the Result Metric Calculation window, which hides the original column with the 1's still in it, and only shows the new one. 

    Adar11
    • Adar11
    • Author
    • April 18, 2022

    Thank you very much CJ! This is very helpful. 

    A follow-up question - how do I filter out the rows with NULL? 
    I am not able to filter it by the "metric filter" as it is not a matric. 
    Any suggestions? 

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