Incident Details/Agent Queue Report (To Use as a Report Link) - Analytics Cookbook Recipe

Content

 

 

 

 

 

 

 

 

 

 

 

Incident Details Report

 

 

 

 

Agent Queue for Report Linking

 

 

 

 

Author: Kenny T

Oracle Service Cloud

Analytics Product Manager

 

 

 

 

Difficulty rating:   (Basic)

 

 

 

 

Target persona: Agents & Managers

 

 

 

 

Ingredients:

 

 

 

 

11 Base Columns

 

 

 

 

2  Columns using formulas (1 date_format(), 1 date_diff())

 

 

 

 

4 Exceptions with formatting

 

 

 

 

1 Conditional formats

 

 

 

 

Overall description/purpose: The intent behind this report is to provide a basic example of an incident details report for your agents to use to work their incident queue. This can be used as a report link to one or more top level aggregated reports (e.g. Team Open Incidents Report) to help provide a consistent set of detailed report data to your agents, managers and executives.