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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel for Custom...
Service | Customer Service, Contact Center, Fie...
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Omnichannel for Customer Service

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Posted on by Alicia 15

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. 

6366.Untitled.png

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    Community Member on at
    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.

    pastedimage1625643584524v1.png

    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:

    pastedimage1625645010055v2.png

    Details:

    pastedimage1625645036936v3.png

    Result:

    pastedimage1625645098376v5.png

    pastedimage1625645064616v4.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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