Issue with Nested Case Statements
I have a dataset of call records. I am attempting to filter out records that fall outside of business hours when the 'Call Result' is 'No Agents in Queue,' based on the product the call was associated to. I have created the following Beast Mode calculation to do so:
CASE `Last Leg Product` WHEN 'NPAC-CCS' THEN (CASE WHEN (HOUR(TIME(`Call Date`)) < 9 OR HOUR(TIME(`Call Date`)) >= 18) AND `Call Result` = 'No Agents In Queue' THEN 1 ELSE 0 END) ELSE (CASE WHEN (HOUR(TIME(`Call Date`)) < 8 OR HOUR(TIME(`Call Date`)) >= 20) AND `Call Result` = 'No Agents In Queue' THEN 1 ELSE 0 END) END
There is a filter on the card called to show only cases where 'No Agents Business Hours Filter' = 0. All other products are correct, but for 'NPAC-CCS' calls there are still cases outside of the defined business hours.
Best Answer
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Hi @MosesWynn
Are all of your NPAC-CCS records still appearing or are some records being filtered / identified correctly (Essentially - are you getting into the first section of your beast mode)? Is it possible there's whitespace around the `Last Leg Product` field (did you try and wrap it in a TRIM function)?
Have you tried rewriting your CASE to be CASE WHEN `Last Leg Product` = 'NPAC-CCS'
(they should be logically identical though)?
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Answers
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Hi @GrantSmith,
Thanks for your response.
'NPAC-CCS' records that fall outside of the span 8AM to 8PM are being filtered out, as per the ELSE clause. I reformatted to the following, but am still getting the same results.
CASE WHEN TRIM(`Last Leg Product`) = 'NPAC-CCS ' THEN (CASE WHEN (HOUR(TIME(`Call Date`)) < 9 OR HOUR(TIME(`Call Date`)) >= 18) AND `Call Result` = 'No Agents In Queue' THEN 1 ELSE 0 END) ELSE (CASE WHEN (HOUR(TIME(`Call Date`)) < 8 OR HOUR(TIME(`Call Date`)) >= 20) AND `Call Result` = 'No Agents In Queue' THEN 1 ELSE 0 END) END
Thanks!
Moses
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Hi @MosesWynn
Did you mean to have the trailing space in 'NPAC-CCS '? Doing a TRIM on your column and comparing it to the value with a trailing space will never match up.
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Actually, your suggestion worked. I'm realizing I accidentally had a space after CCS in my formula.
Thanks!
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