Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook Recipe

Content

 

 

Time in Status

 

 

 

 

Calculates time using custom script

 

 

 

 

Author: Bastiaan van der Kooij

Independent Oracle Service Cloud Consultant

 

 

 

 

Difficulty rating:   (Advanced)

 

 

 

 

Target persona: Anyone interested in Incident status transitions

 

 

 

 

Ingredients:

 

 

 

 

4 Columns 

 

 

 

 

1 Custom Script

 

 

 

 

Overall description/purpose: This report uses the status transactions from the transactions table to display all status changes from an incident, sorted by the date the status was changed. Using a custom script the time that the incident spent in that particular status is calculated and displayed back to the report user.

 

 

 

 

Use case being served: This type of granular status data is not stored in the inc_performance table. Using the transactions table alone there is no way of calculating the time spent in a particular status. To avoid using external solutions this report with custom script can be used.