Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook Recipe
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
1 Rollup
1 Slice
2 Calculations (total and average on both rollup and report)
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.
Tagged:
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