You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Hourly Incident Activity Today - Analytics Cookbook Recipe

Received Response
153
Views
3
Comments
edited Apr 29, 2020 5:11PM in Reporting & Analytics for B2C Service 3 comments

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:

 

 

 

 

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

 

 

 

 

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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!