Duration Formats

Some third-party phone integrations (for example, Five9) only provide duration in the (hh:mm:ss) format whereas the Metric Builder requires duration to be the raw number of seconds.

For example, "00:01:12" needs to be 72.

This conversion can be achieved by creating a custom formula Field and then building a Metric summing this custom Field.

 Salesforce Formula

/* Naive conversion using Datetime arithmetic */

IF(
    NOT(ISBLANK(YOUR_DURATION_FIELD_HERE)),
    (
        DATETIMEVALUE("2000-01-01" + " " + YOUR_DURATION_FIELD_HERE) - 
        DATETIMEVALUE("2000-01-01 00:00:00")
    ) * 1440 * 60, 
    NULL
)