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Newcomer
May 21, 2026
Question

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