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edited Oct 17, 2019 9:44PM in Reporting & Analytics for B2C Service 6 comments

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Can someone help me with this formula.  Basically if you use threads.entry_type.id in a report, it will give you the value for the action. ie. 

1 - Note              

2 - Staff Account            

3 - Customer

4 - Customer Proxy

5 - Chat

6 - Rule Response

 

= Private Note

=  HD Response

= Custer Entry

= HD Customer Entry

= Chat Response

= Auto Response

-

 

Instead of the # displaying, I want to put my own verbiage.. I tried the following but i keep getting errors. Can anyone help?

If(threads.entry_type.id like '2', 'HelpDesk Response', If(threads.entry_type.id like '3', 'Customer Response', If(threads.entry_type.id like '4', 'HelpDesk Customer Entry', If (threads.entry_type.id like '5', 'Chat Entry', threads.entry_type.id))))

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