Create custom measures for Queue offered (SUM)
Can somebody explain to me how to setup this formula in the custom measures in CX Analytics?
Sum 1 for each
if DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and ABANDON_DURATION >= 5000 ms then 1
else if DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and ABANDON_DURATION < 5000 ms and ABANDON_DURATION > 0 then 0
else if DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and ABANDON_DURATION = 0 and IN_QUEUE_WAIT_DURATION = 0 and HANDLE_DURATION = 0 then 0
else if DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and IN_QUEUE_WAIT_DURATION > 5000 then 1
else if DIRECTION = inbound and ORIGIN_METHOD = direct_transfer_to_queue and IN_QUEUE_WAIT_DURATION > 0 then 1
else if DIRECTION = inbound and ORIGIN_METHOD = warm_transfer_to_queue and IN_QUEUE_WAIT_DURATION > 0 then 1
else 0
