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inc_performance:interval types with conditions

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edited Mar 29, 2018 2:58PM in Reporting & Analytics for B2C Service 4 comments

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Hello,

In incident there are 2 situations that we are examining, interval type=create to initial response (1) and interval type=create to initial resolved (7).

and the case is: if user first reply - > show the number of interval type=create to initial response but if user first solved interval type=create to initial resolved and afterwards replay interval type=create to initial response- >show the number of interval type=create to initial resolved,

In the column expression i made it into this formula: (i am limiting only for 2 hours therefore 432000)

sum(if(date_diff(inc_performance.time_end,inc_performance.time_start)>432000,432000,date_diff(inc_performance.time_end,inc_performance.time_start)))/count(distinct inc_performance.i_id )/60/60

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