Showing chat duration in minutes
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06-10-2025 07:38 PM
Hello Everyone,
I have a requirement to display the duration of chat interactions grouped into specific time ranges. For example, I want to show how many interactions fall within 0–20 minutes, 20–40 minutes, and more than 40 minutes. I'm planning to visualize this using the Workbench > Process widget.
I've created bucket groups called Chat Duration Ranges, and set up the breakdown source and breakdown mapping accordingly. I also used a script to convert the duration into minutes. However, when I run the job, it returns an error due to invalid JavaScript.
I would appreciate it if any experts here could provide guidance on how to resolve this issue. Attached are the relevant screenshots of the error and the indicator configurations.
Thank you
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yesterday
In the PA script, only those fields are available that you added to the "Fields" list field above the script.
You added the "Duration" field and then you want to access it with "entity.duration", but "entity" is not defined.
You can access duration with "current.duration".
