Saturday, October 2, 2010

HEAT: Boolean Logic In Call Groups

A client asks: I am not familiar with the Boolean logic used in Call Groups. Can you explain?

When creating a Boolean expression, the binding elements are the logical operators. These operators include: AND, OR, >, <, >=, <=, <>,=, like, is empty, is not empty, is null, is not null. Following is an explanation of how these operators molds the data returned from your search.

- AND
When connecting two conditions with AND, Call Logging looks for Call Records containing values specified. For example, to find open Call Records with Hardware as the Call Type and JSmith as the tracker, your expression would look like:

CallLog.CallStatus = 'Open' AND CallLog.CallType = 'Hardware' AND CallLog.Tracker = 'JSmith'

- OR
When connecting two conditions with OR, Call Logging returns Call Records containing the selected values. For example, to find calls made about Lotus 1-2-3 issues or Microsoft Excel issues, create the expression:

CallLog.CallType='Excel' OR CallLog.CallType='Lotus 123'

- Less Than (or Equal To) <, <=; Greater Than (or Equal To) >, >=; Equal To =; Equivalent of Does not Equal <>

The equivalency operators define a value's relationship compared to something else. For example, to find the Call Records with a Call Type of Purchase Order resolved on or before 12/31/01; the dates you are interested in are less than or equal to the value 12/31/01. Your expression would look like:

CallLog.CallType='Purchase Order' AND CallLog.CallStatus='Solved' AND CallLog.ClosedDate<='2001-12-31'

To pull the Call Records with a Call Type of Purchase Order resolved on or after 12/31/01, your expression would look like:
CallLog.CallType='Purchase Order' AND CallLog.CallStatus='Solved' AND CallLog.ClosedDate>='2001-12-31'

Search for data with a relationship to all but one of the possible values associated with it. For example, to pull a list of the Call Records that are not closed. These records would include open calls, pending calls, reopened calls, and so on-the Call Status values except for closed appear. The expression would look like:

CallLog.CallStatus <> 'Closed'

- Like
Use the like operator to find text within a Call Record. Assume you closed a Call Record several weeks ago but need to review it again. You can't remember the customer's name but can recall the call description contained the word "training." Use the like operator to find the Call Records that include "training" in the Call Description. Your expression would look like:

{CallLog.CallDesc}like '%training%'
Note: The % is used as a wildcard. The % instructs HEAT to find all Call Records with the word "training" anywhere in the Call Description.

- Is Empty
Use the is empty operator to find empty fields. For example, to find Call Records with an empty Priority field. The expression you create would look like:

CallLog.Priority is empty

- Is Not Empty
Use the is not empty operator to find fields containing a value. For example, to find Call Records with a value in the SLA field. The expression you create would look like:

CallLog.CallStatus is not empty

- Is Null
Use the is null operator to search for field values equal to zero. For example, to know who did not pay tax on their orders (your out-of-state clients). Your expression would look like:

Detail.TaxCost is null

- Is Not Null
Use the is not null operator to search for field values not equal to zero. For example, to know who paid tax on their orders (all of your in-state clients), your expression would look like:

Detail.TaxCost is not null

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