Calculating Service Duration and Transforming Data Using Bold Data Hub

In this article, we will demonstrate how to import tables from a CSV file, calculate service duration through transformations, and migrate the cleaned data into the destination database using Bold Data Hub. Follow the step-by-step process below.

Sample Data Source:
Sample CSC Data

Step-by-Step Process in Bold Data Hub

Step 1: Open Bold Data Hub

• Click on the Bold Data Hub.

Step 2: Create a New Pipeline

• Click Add Pipeline in the left-side panel.
• Enter the pipeline name and click the tick icon.

Step 3: Choose the Connector

• Select the newly created pipeline and opt for the CSV connector. You can either double-click or click on the Add Template option to include a template.

Step 4: Upload Your CSV File

• Click the “Upload File” button to select and upload your CSV file.

Step 5: Set the Properties

• Copy the file path and paste it into the filePath property field.

Step 6: Save and Choose the Destination

• Click Save, choose the destination, and confirm by clicking the Yes button.

Note: On-Demand Refresh will be triggered when the pipeline is saved. If needed, the pipeline can be scheduled in the Schedules tab.

Step 7: View Logs and Outputs

• Click the pipeline name in the left-side panel and switch to the Logs tab to view logs.

Step 8: Apply Transformations

• Go to the Transform tab and click Add Table.

• Enter the table name to create a transform table for customer satisfaction summary.

Note: The data will initially be transferred to the DuckDB database within the designated {pipeline_name} schema before undergoing transformation for integration into the target databases. As an illustration, in the case of a pipeline named “customer_service_data”, the data will be relocated to the customer_service_data table schema.

Learn more about transformation here

Calculating Service Duration

Overview

Understanding the time taken to resolve tickets helps assess efficiency and identify potential bottlenecks in the support process. This query calculates the service duration by measuring the difference between ticket creation and resolution dates.

Approach

We use the DATEDIFF function to compute the number of days between ticket creation and resolution. Only records with valid resolution dates are considered, and negative durations are excluded.

SQL Query for Calculating Service Duration

SELECT 
    Ticket_ID, 
    Ticket_Creation_Date, 
    Ticket_Resolution_Date, 
    DATEDIFF('day', CAST(Ticket_Creation_Date AS DATE), CAST(Ticket_Resolution_Date AS DATE)) AS Service_Duration_Days 
FROM {pipeline_name}.sample_csc_data 
WHERE 
    Ticket_Resolution_Date IS NOT NULL 
    AND Ticket_Creation_Date IS NOT NULL 
    AND DATEDIFF('day', CAST(Ticket_Creation_Date AS DATE), CAST(Ticket_Resolution_Date AS DATE)) > 0;