Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook Recipe

Content

 

 

 

 

 

 

Incident Transactions Counts

 

 

 

 

Vanilla Report Counting Multiple Transactions Types

 

 

 

 

Author: Bastiaan van der Kooij

Independent Oracle Service Cloud Consultant

 

 

 

 

Difficulty rating:   (Intermediate)

 

 

 

 

Target persona: Shift Leaders & Managers

 

 

 

 

Ingredients:

 

 

 

 

10 Columns using formulas (min, max, sum & if statements)

 

 

 

 

  1 Rollup

 

 

 

 

11 Calculations

 

 

 

 

Overall description/purpose: This report can be considered as a Shift Leader / Management report for a day-to-day operational overview of the performance of agents. It is an intentionally plain report to show the possibilities of the transactions table when reporting on actions taken on incidents. 

 

 

 

 

Use case being served: A vanilla report that can be used as a starting point in defining your own report based on the transactions table and defining your own KPI’s by combining the different columns.  Conditional or exception based formatting could easily be added to highlight specific thresholds for your business processes.