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

Received Response
edited Apr 29, 2020 5:12PM in Reporting & Analytics for B2C Service 9 comments








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










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.

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