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Hourly Incident Activity Today - Analytics Cookbook Recipe

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








Incident Activity





Hourly Incidents Activity Today





Author: Bastiaan van der Kooij

Independent Oracle Service Cloud Consultant





Difficulty rating:   (Advanced)





Target persona: Shift Leads & Managers










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.

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