Time measurement fields in Gorgias

For columns that indicate duration, like the time taken to respond to a customer's request, Gorgias measures this in seconds.

However, since seconds are not ideal for analysis, they should be converted to minutes and hours.

To do this, you'll need to use workflows, pull the data (1), use the Add Metric block and define:

• Name of a new column, e.g. "First Repl Time min" (2)
• A formula: "First Reply Time/60" (3)

Additionally, if you're exporting data to spreadsheets using Imports, you'll also need to use the Save to Google Sheets block (4).

Please do not forget to paste a url to the destination spreadsheet and run the workflow.