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Oldie Moldy - Analytics Cookbook Recipe — Cloud Customer Connect
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Oldie Moldy - Analytics Cookbook Recipe

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edited Apr 29, 2020 5:14PM in Reporting & Analytics for B2C Service 4 comments

Content

Oldie Moldy

Identifying Holes in Your Process and/or Overloaded Teams

 

Author: Luuk Schalk

 

Difficulty rating:  (Intermediate)

Target persona: Managers / Team Leaders

Ingredients:

2 Reports

4 Columns (1 includes a count() )

3 Filters

1 Drilldown

1 Report Link

Overall description/purpose:  This report shows all incidents that are not solved but were created longer than a month ago. This report can help find holes in your process and/or spot teams that are overloaded.

Use case being served:  The persona will be able to see which queues have incidents that are really old but still open. From there, you can work to resolve these open incidents and more importantly, identify holes in your process and design solutions to avoid incidents slipping through the cracks moving forward.

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