Hourly Incident Activity Today - Analytics Cookbook Recipe

Content

 

 

 

 

 

 

Incident Activity

 

 

 

 

Hourly Incidents Activity Today

 

 

 

 

Author: Bastiaan van der Kooij

Independent Oracle Service Cloud Consultant

 

 

 

 

Difficulty rating:   (Advanced)

 

 

 

 

Target persona: Shift Leads & Managers

 

 

 

 

Ingredients:

 

 

 

 

4 Columns using formulas (date_group,sum, if statements, round)

 

 

 

 

5 Variables (Integer User defined List, Replacement Value, Yes/No predefined list)

 

 

 

 

1 Line/bar combo chart

 

 

 

 

1 Calculations (total)

 

 

 

 

Overall description/purpose: An operational report that shows the incident created / updated today per hour. It compares it to the average of previous days in the reference period. This allows managers to identify in real time any spikes in incidents and gives the possibility to predict the rest of the day all in one view.