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    Colby Ross
    Incident Closures by Group - Analytics Cookbook Recipe
    Topic posted October 11, 2017 by Colby RossWhiz 
    62 Views, 5 Comments
    Title:
    Incident Closures by Group - Analytics Cookbook Recipe
    Content:

    Incident Closures by Group

    Total Closures versus Distinct Incident IDs

     

    Author: Colby Ross

    Difficulty rating: (Beginner) 

    Target persona: Department Managers, Staffing, Executive

     

    Overall description/use case:

    The target of this report is to Department/Executive Level Managers and Staffing departments a high-level overview of the total number of solved transactions being completed by their groups. This report will show the total times an incident was set to the closed status. In additional, it will show the total number of distinct incidents used in those transactions.

    Ultimately, this will help you identify which groups are closing incidents, how many times they are setting an incident into the closed status and provide you with a high-level view of how many closures per incident are happening per day. 

    Ingredients: 

    3 Tables (incidents, transactions, and accounts).

    2 Inner Joins

    5 Columns using formulas (2 sum(), 1 count () & 1 date_group() )

    1 Conditional format

    1 Variable - Date Group 

    Charts (1 Pie Chart & 1 Bar Chart)

    1 Calculation

    Screen shot: 

    Special functionality usage:  To create this report and in order see a true glimpse of what your representatives are doing during the day, the transactions table is being used for our calculations versus the stats or incidents table. By doing this, you will see how many times an incident was set to solved within a given day versus just how many distinct incidents were solved. This is important because you may receive multiple phone calls on the same issue by the same customer or a representative might send an e-mail thinking the issue is resolved but then the customer sends in another update causing them to solve it out again. 

    Master Chef Approved (a.k.a. Data Validated)? Yes

    Included are the following (in a .ZIP file):‚Äč

    • Human readable PDF report definition
    • Complete Report Recipe and Report Configuration Details (PDF)
    • XML Report definition 

     

    Answer

     

    • Varun Srinivasan

      Thank you for sharing, this is helpful 

    • eleep

      We are leaving these report recipe posts open for comments, because we want report chefs to hear how their report recipes helped you. If you found this report recipe helpful, please give Colby's post a thumbs up and leave a comment letting him know you appreciate his help, how this report helped you and your organization, etc.

      If you have a question about this report recipe, please start a new topic in the "Reporting and Analysis" forum board and link to this report recipe in your question. DO NOT post your reporting question here. We will remove any comments asking for help in the comments of this post.

      Thanks,
      Erica

    • Pavol Procka

      This looks like something I could really use, however there seems to be a glitch which I am not sure how to tackle: http://communities.rightnow.com/posts/70e456442a

       

       

    • Ammar Aldaffaie

      Thanks for sharing this is very helpful. We have a dashboard for the managers and this can be a great addition. 

    • Danette Beal

      This report is fantastic! Thanks Colby!!

    • Colby Ross

      Hi Pavol, 

      I will take a look at my original version and determine what is going on here. If you'd like to use the report as it currently stands, here is how to remove that link:

      1. Click on the Date Created Column.

      2. Go to the Column/Design tab.

      3. Click the 'Report Linking' icon.

      4. Click the 'Remove Report Link' option. 

       

      I hope to have an update soon and will be back in touch.