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Extract the middle section of thread note

Accepted answer
edited Jan 14, 2019 3:30PM in Reporting & Analytics for B2C Service 12 comments



I need to extract the middle-part of thread notes for incidents relating to a given product. The format of the note is consistent, but the middle part may sometimes be blank.

The field is thread.note (n.b: sufficient filters are in-place on the report to only return the thread entry I'm interested in)

e.g #1: The customer rated us "10 VERY RESPECTFUL" from +441234567890. Message received at 15.12.2018 12:32:46

In this case, I would want the column in my report to show "VERY RESPECTFUL" (ideally without the speech marks)

e.g #2: The customer rated us "10" from +447597870439. Message received at 15.12.2018 12:11:40

In this case, my report column would be blank (a space is also acceptable, a speech mark would be too).

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