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Incident Alert Report - Comparing Today vs. Past Submit Rates - Analytics Cookbook Recipe

edited Apr 29, 2020 5:11PM in Reporting & Analytics for B2C Service 4 comments

Content

 

 

 

 

 

 

Incident Alert Report

 

 

 

 

Compare Today's Incidents

 

 

 

 

Author: Bastiaan van der Kooij

Independent Oracle Service Cloud Consultant

 

 

 

 

Difficulty rating:   (Advanced)

 

 

 

 

Target persona: Shift Leads & Managers

 

 

 

 

Ingredients:

 

 

 

 

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

 

 

 

 

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

 

 

 

 

1 Exceptions

 

 

 

 

Overall description/purpose: This report is setup as an alert report when incidents created today breach a certain threshold. The data that the report shows is to inform the recipient of the mail which threshold has been breached.

 

 

 

 

Use case being served:  Often managers and other employees responsible for the Service Department are not working in OSC fulltime and are not aware of sudden peaks in incidents that are coming in. This report can be used to define multiple thresholds (dynamic / static) and multiple recipients to allow management to quickly respond to peaks in incidents.

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