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.