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Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook Recipe

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edited Apr 29, 2020 5:17PM in Reporting & Analytics for B2C Service 1 comment

Content

 

 

Team Open Incidents Summary 

 

 

 

 

(Team Dashboard)

 

 

 

 

With Incident Details Report Link

 

 

 

 

Author: Kenny T

Oracle Service Cloud

Analytics Product Manager

 

 

 

 

Difficulty rating:   (Intermediate)

 

 

 

 

Target persona: Agents & Managers

 

 

 

 

Ingredients:

 

 

 

 

9 Columns using formulas (7 count distinct (), 1 min(), 1 max() & date_diff())

 

 

 

 

5 Exceptions with formatting

 

 

 

 

3 Conditional formats

 

 

 

 

1 Rollup

 

 

 

 

1 Slice

 

 

 

 

1 Menu item custom field

 

 

 

 

2 Calculations (total and average on both rollup and report)

 

 

 

 

1 Report Link

 

 

 

 

1 Incident Details Report (Note: This is the drill down for this report)

 

 

 

 

 

 

 

 

 

Overall description/purpose: Every customer has the need for a useful team dashboard that will tell them key aspects of their open backlog. This may include counts by agent, formatting/highlighting for certain metrics like age, past due initial response or resolution. This report recipe is intended to provide a roadmap for this common report.

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