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Incident Response Monitoring - Analytics Cookbook Recipe

Received Response
edited Apr 29, 2020 5:12PM in Reporting & Analytics for B2C Service 1 comment








Incident Response Monitoring





Agent Last Response










Author: Jerremy T

Oracle Service Cloud

Analytics Product Manager










Difficulty rating: (Intermediate)





Target persona: Managers, Executive










2 Tables (Incidents, Transactions). 1 Inner Join





1 Column using formulas (1 date_diff())





4 Filters





1 Rollup





1 Slice





3 Exceptions with formatting





Overall description/purpose: This report allows managers and shift leaders to assess at a glance if agents are responding to incidents in a timely manner.  The use of exception based formatting in combination with slicing provides easy to read and process data.





Additional slicing and filters can be applied to this report so that it fits into your organization's business processes.  Adding shifts or groups would allow a manager or shift leader to view only their direct reports.  Adding more times or time ranges can be easily done by adjusting the calculated field and changing exception formatting.

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