Omnichannel for Customer Service

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Posted on by Alicia

I would like to get the difference between created date time and closed date time. From the pic actual duration field does not work in conversation form. I have tried to create a custom field (calculation) for the conversation form entity, but failed to do so also. This entity does not allow to add new custom field.

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RE: Omnichannel for Customer Service

Hi Alibongo,

Maybe you can create a new custom entity and build one N:1 relationship with conversation entity, copy date value from the conversation and calculate difference between created date time and closed date time in the custom entity.

1.Create new custom entity and fields and relationship.

2.Automatically create custom records with the value from conversation when close conversation activity.

I have use power automate to create an automated flow to achieve it:

Details:

Result:

Regards,

Leah Ju

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