Can I get the time difference from when a Question was asked to when the Question was Answered?

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Can I get the time difference from when a Question was asked to when the Question was Answered?

Example: I have a report that calculates what I call Closed Time. It's the amount of time from when the question was asked to when it was answered. I use this time to run bonuses. The question is can I run this kind of reporting in what version of the Get Satisfaction product?

Joshua Varney

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Posted 2 years ago

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Adam, Champion

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Hey Joshua.

Thanks for your question.

You may be able to run a similar report via the GoodData analytics reporting that's available on our Enterprise Plans. I want to do some more investigation to confirm this, though, and I'll let you know what I find. Thanks again.

Adam

Joshua Varney

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Were you able to confirm this Adam?

Adam, Champion

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I'm still working on getting an answer for you Joshua. My apologies for the delay!

Roland Tanglao, Champion

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Hi Joshua Varney:

It would be really cool if you could get this from GoodData Analytics because then that would prove that it could be available via the Get Satisfaction API.

Unfortunately what you call "Closed Time" is not available from the Get Satisfaction API in a straightforward way AFAICT.

I get the Closed Time as follows:
1. Every time a topic changes status (you can get this via the Web Hooks API ideally or you can do it by polling), re-read the status field

2. If the status has changed, store the new status along with the current timestamp in your own data structure since Get Satisfaction's API doesn't provide one. I created a data structure I arbitrarily called the "synthetic_status_journal" for precisely this and other purposes
You can see my algorithm for computing Closed Time here:
https://github.com/rtanglao/momogs/bl...
which is called from:
https://github.com/rtanglao/momogs/bl...
Apologies for the unreadable code :-) Clearly I don't get paid to write code any more !!!! It does work though I believe.

3. Closed Time = Created_At time - (the time the topic was marked status "complete")

FEATURE REQUEST TO GS API ENGINEERS
Please add an API call or facility to retrieve the entire metadata changed/deleted/added history of a Get Satisfaction support topic so I don't have to maintain and create crazy abstractions :-) like synthetic_status_journal

Joshua Varney

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Nice, Thanks Roland that is impressive.

I would think that GS would have a close time calculation to see how fast any company is answering customers questions.

Jenn Lin, GetSat Alumni

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Thanks Joshua and Roland! That is a good suggestion for using the data that is available now and I have tracked the feature request.

Thanks!
Jenn

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