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

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




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










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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