Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook Recipe

Content

 

 

 

 

 

 

Incident Arrival Patterns

 

 

 

 

Past 30 Day Avg Create Rate by Hour

 

 

 

 

 

 

 

 

 

Author: Larry Chien

 

 

 

 

 

 

 

 

Difficulty rating:  (Intermediate)

 

 

 

 

Target persona: Call Center Manager, Workforce/Staffing Management Team

 

 

 

 

Ingredients:

 

 

 

 

      Report Top Level

 

 

 

 

3 Columns using formulas (1 count distinct() & 1 date_format())

 

 

 

 

1 Computed Column (Rollup % of Total)

 

 

 

 

1 Variable

 

 

 

 

1 Charts (Stacked Vertical Bar Chart)

 

 

 

 

1 Calculations (Report Sum)

 

 

 

 

1 Crosstab Report Output Option

 

 

 

 

1 Drill down level

 

 

 

 

      Report 2nd Level (Channel Breakdown):

 

 

 

 

2 Columns using formulas (1 nvl() & 1 count distinct())

 

 

 

 

1 Rollup

 

 

 

 

Overall description/purpose: This report shows the number of incidents created over the past 31 days (rolling), grouped together by the hour of the day to show the average largest/smallest submit times in your business day.