The IF THEN ELSE function is a useful tool for creating a variety of calculated elements. IF THEN ELSE can be used in calculations in several different ways, including filtering, grouping, bucketing, and relabeling results. When using IF THEN ELSE, you will need to provide an element or condition to test and values if the expression passes or fails.
The IF THEN ELSE expression can be defined in two ways:
- IF (boolean condition) THEN (true value) ELSE (false value) ENDIF: The returned result will depend on whether the condition passes or fails.
- IF (boolean condition) THEN (true value) ENDIF: The returned result will always be the true result. If the conditional expression fails, results will be empty.
The examples in this article use both definitions in practice.
Grouping your results
You can use the IF THEN ELSE function to group or bucket your results. This enables you to relabel, exclude, or segment results to indicate higher or lower values. When you combine grouping and filtering together, you can highlight results by individual values.
This section will instruct you on how to relabel your results based on the conditional expression's outcome.
Labeling your grouped results
You can use the IF THEN ELSE function to apply different labels to your results, depending on the outcome of your conditional expression. For example, you can use IF THEN ELSE to label whether results are above or below a metric's target. This can be useful for quickly identifying if your headline number surpassed a goal.
This example will use the IF THEN ELSE function to indicate whether an agent was above or below the targeted first reply time. You can duplicate this example using any attribute, metric, and target.
To label results based on first reply time
- In the Calculation engine, select Standard calculated attribute.
- Click the +Add button beneath functions.
- Select the IF THEN ELSE function.
- Click inside of the _boolean_condition parentheses.
- Select your metric from the Select a field drop-down list or type in the metric name. This example uses First reply time in minutes.
Note: If you are manually typing in a metric, you must either select Explore's auto-complete suggestion or replicate the exact format. Calculations will not process incorrect formatting.
- Type in the greater than symbol (>) and your target amount.
- For your _value_if_true enter "Over" in double quotes.
Note: You can also substitute in elements or other labels. For example, you could select your Invoice Number attribute for your _value_if_true, to view the invoice numbers for the values with revenue above 100,000.
- For your _value_if_false enter "Under" in double quotes.
- In Computed from, select the attribute you are using in your query. If you do not select an attribute, the calculation will be measured against the total.
- Click Save.
- Click the + on any attribute location.
- Select your attribute from the attributes drop-down list.
Filtering your results
You can filter your results with IF THEN ELSE by removing the ELSE statement. When you remove the false parameter, your query will only list the true results. In most cases, it is easier to add attributes to the Filters section on the query frame, but if you want to calculate results before processing or perform unique calculations, you can filter with IF THEN ELSE.
Filtering results by metric
You can filter your query to only show results that are higher or lower than a specified metric value. For example, you can limit your results to only display assignee names with a first reply time over 10 minutes. You can follow the same steps as the labeling example above, but with the following formula:
IF (SUM(First reply time in minutes)>10 THEN [Assignee Name] ENDIF
When you add the attribute to your query, only the assignees with a first reply time over 10 will be displayed.
Filtering calculations by attribute
Along with filtering results based on a metric, you can also filter calculations to a specific attribute value. This formula is useful if you want to perform calculations on one attribute value and show the original metric results or perform different calculations on the other values.
The example below calculates the number of replies per ticket for the support ticket tag, but you can duplicate this example using any attribute value and calculation.
To limit calculations to an attribute value
- In the Calculation engine menu, select Standard calculated metric.
- Name your calculated metric. This example uses Accessory Profit.
- Click the +Add button beneath Functions.
- Select the IF THEN ELSE function.
- Click inside the _boolean_condition parentheses.
- Select the attribute containing the restricting value from the Select a field drop-down list or type in the attribute name. This example uses Ticket Tags .
Note: If you manually type in the attribute, you must either select Explore's auto-complete suggestion or replicate the exact format. Calculations will not process incorrect formatting.
- Type in an equal sign (=) and the attribute value in "double quotes". This example uses ="support".
This conditional expression will restrict your calculation to the entered attribute value.
- In _value_if_true enter your calculation.
- Delete ELSE and value_if_false. You can use the value_if_false to provide an alternative formula for results when your expression fails. This example does not use a false option, so the ELSE statement is deleted.
- Click Save.
- Click the + button on metrics to add your calculated metric to your query.
Your results will be limited to only the selected attribute value. If you want to create unique calculations for each attribute value, you can nest IF THEN ELSE functions to include multiple conditions (see Nesting multiple IF THEN ELSE statements).
Nesting multiple IF THEN ELSE functions
If you are using more than one ELSE IF statement in your formula, you can use ELIF to simplify your expression. For example, if you are trying to show different numbers when your first reply time is greater than 10, equal to 10, or less than 10, you could use the ELIF expression to avoid writing multiple ELSE IF statements.
The conditional expression for this example would look like the formula below:
IF (SUM(First reply time in minutes)>10 THEN 1 ELIF (SUM(First reply time in minutes)=10) THEN 2 ELIF (SUM(First reply time in minutes)<10) THEN 3 ENDIF
Nesting multiple conditional IF THEN ELSE statements can be useful for creating several different groups or filtering by different conditional expressions. If you need to write several conditional expressions, you can use the SWITCH function (see Adding multiple conditional expressions with SWITCH).