我有一个数据集来自支持票务系统,记录了代理在分类和响应客户请求时进行的每次点击。系统为每个点击分配一个新的hist_id,但代理会点击几个字段,在表格中触发多行,他们认为这是单个“交互”。
我的目标是通过对每个组中第一个和最后一个modify_time值进行差异计算,为每个交互计算处理时间。
目前我卡住了,因为代理人将在一天内与案例进行多次交互。
这是一个样本数据框:
hist_id <- c(1234, 2345, 3456, 4567, 5678, 6789, 7890)
case_id <- c(1, 1, 1, 1, 1, 1, 1)
agent_name <- c("John", "John", "John", "Paul", "Paul", "John", "John")
modify_time <- as.POSIXct(c(1510095120, 1510095180, 1510095240, 1510098600, 1510098720, 1510135200, 1510135320), origin = "1970-01-01")
df <- data.frame(hist_id, case_id, agent_name, modify_time)
使用group by对case_id和agent_name进行分组,将符合条件的所有行分组在一起,正如预期的那样:
df %>% group_by(case_id, agent_name) %>% mutate(first = first(modify_time), last = last(modify_time), diff = min(difftime(last, first)))
这给了我这个:
# A tibble: 7 x 7
# Groups: case_id, agent_name [2]
hist_id case_id agent_name modify_time first last diff
<dbl> <dbl> <fctr> <dttm> <dttm> <dttm> <time>
1 1234 1 John 2017-11-07 16:52:00 2017-11-07 16:52:00 2017-11-08 04:02:00 40200 secs
2 2345 1 John 2017-11-07 16:53:00 2017-11-07 16:52:00 2017-11-08 04:02:00 40200 secs
3 3456 1 John 2017-11-07 16:54:00 2017-11-07 16:52:00 2017-11-08 04:02:00 40200 secs
4 4567 1 Paul 2017-11-07 17:50:00 2017-11-07 17:50:00 2017-11-07 17:52:00 120 secs
5 5678 1 Paul 2017-11-07 17:52:00 2017-11-07 17:50:00 2017-11-07 17:52:00 120 secs
6 6789 1 John 2017-11-08 04:00:00 2017-11-07 16:52:00 2017-11-08 04:02:00 40200 secs
7 7890 1 John 2017-11-08 04:02:00 2017-11-07 16:52:00 2017-11-08 04:02:00 40200 secs
返回John的真实首次和末次修改时间。但是,我需要根据case_id和agent_name分组连续匹配,以便考虑Paul的互动。因此,这里记录了三次互动:一次来自John,一次来自Paul,第二次是John。
期望的输出应该类似于这样:
# A tibble: 7 x 7
# Groups: case_id, agent_name [2]
hist_id case_id agent_name modify_time first last diff
<dbl> <dbl> <fctr> <dttm> <dttm> <dttm> <time>
1 1234 1 John 2017-11-07 16:52:00 2017-11-07 16:52:00 2017-11-07 16:54:00 120 secs
2 2345 1 John 2017-11-07 16:53:00 2017-11-07 16:52:00 2017-11-07 16:54:00 120 secs
3 3456 1 John 2017-11-07 16:54:00 2017-11-07 16:52:00 2017-11-07 16:54:00 120 secs
4 4567 1 Paul 2017-11-07 17:50:00 2017-11-07 17:50:00 2017-11-07 17:52:00 120 secs
5 5678 1 Paul 2017-11-07 17:52:00 2017-11-07 17:50:00 2017-11-07 17:52:00 120 secs
6 6789 1 John 2017-11-08 04:00:00 2017-11-08 04:00:00 2017-11-08 04:02:00 120 secs
7 7890 1 John 2017-11-08 04:02:00 2017-11-08 04:00:00 2017-11-08 04:02:00 120 secs