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Incident Response Monitoring - Analytics Cookbook Recipe

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

Content

 

 

 

 

 

 

Incident Response Monitoring

 

 

 

 

Agent Last Response

 

 

 

 

 

 

 

 

 

Author: Jerremy T

Oracle Service Cloud

Analytics Product Manager

 

 

 

 

 

 

 

 

 

Difficulty rating: (Intermediate)

 

 

 

 

Target persona: Managers, Executive

 

 

 

 

Ingredients:

 

 

 

 

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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