How to create a report to view First Response Time

 

In order to track the idle time and response time of assignment group members, a Salesforce flow and a report are created. Please find the details below on how to create a report for Assignment Group members Response Time

Create Fields

  1. Go to Setup | Object Manager | Cases
  2. Go to Fields and Relationships and click on New.
  3. For first field select Date/Time as field data type. Name the field label as "First Activity/Response Date/Time".
  4. Click on Save and New
  5. For the next field select Number as Data Type with length set as 18 and decimal places as 0. Name the field as "First Activity/Response Time (Mins)"
  6. The 2 required fields are mention below, labels can be different (in that case please let us know) and object can be as required too
     

    1. Required Field Label

      Data Type

      Required on Objects

      First Activity/Response Date/Time

      Date/Time

      Opportunity, Lead, Case

      First Activity/Response Time (Mins)

      Number, 18

      Opportunity, Lead, Case

Salesforce Flow

To get started with setting up the Salesforce Flow needed, follow the instructions below: 

  1. Click on the gear icon  on the top-right of your screen and select Setup

  2. Locate the quick find on the left side of your screen and type in Flows and Click on the first returned result under Process Automation.

  3. Locate and click on the New Flow button on the right of your screen

  4. Choose the Record-Triggered Flow type from the available options and click on the Create button. This will automatically load the Configure Start pop-up.

    1. In the Object lookup, select Case

    2. Under the Configure Trigger section, for Trigger the Flow when: select A record is created or updated

    3. Under the Set Entry Condition section, for the Condition Requirements drop-down, select All Conditions Are Met (AND) and set the following conditions: 

      1. Click in the Field lookup and select the Q-assign Last Assigned Date field from Case object

      2. For Operator, select Is Null from the options

      3. Click in the Value option search for False and select {!$GlobalConstant.False}

      4. Click on the + Add Condition button

      5. Click in the Field lookup and select the First Activity/Response Time (Mins) field from Case object

      6. For Operator, select Is Null from the options

      7. Click in the Value option search for True and select {!$GlobalConstant.True}

    4. For the Optimize the Flow for: options, select Fast Field Updates 

    5. Click on Done 

  5. Click on the plus sign after the Start element 

  6. Choose Update Triggering Record element to use

    1. When the New Update Records pop-up loads, enter the Label as Update First Activity Fields

    2. Scroll down to the Set Fields Values for the Case Record section

    3. For Field choose the First Activity/Response Time(Mins) field from the Case object

      1. Click inside the Value field and choose + New Resource

      2. From the Resource Type drop-down choose Formula 

        1. Enter FirstActivityTimeInMins as the API Name

        2. Enter the Description for the resource i.e., This formula takes the Q-assign Last Assigned Date of the Case and calculates the time of first response in minutes

        3. From the Data Type drop-down choose Number

        4. Enter the formula below 

          • (NOW() - {!$Record.ortoo_qra__Q_assign_Last_Assigned_Date__c})*24*60

        5. Click on Check Syntax button and see if the formula is valid then click on Done

    4. Scroll down and click on the + Add Field button

    5. For Field choose the First Activity/Response Date/Time field from the Case object

      1. Click inside the Value field and choose + New Resource

      2. From the Resource Type drop-down choose Formula 

        1. Enter FirstActivityDateTime as the API Name

        2. Enter the Description for the resource i.e., This formula takes creates the current Date/Time

        3. From the Data Type drop-down choose Date/Time

        4. Enter NOW() in the formula

        5. Click on Check Syntax button and see if the formula is valid then click on Done

  7. Click on Done for the Update element

  8. Save and Activate the Flow

 

Report

  1. Select Reports | New Report | Cases as the report type.
  2. Select the following fields in the columns section:


     
  3. Set the filter as shown below:

  4. A similar report should be created for Leads, Opportunity, or any other object if required.

    Please contact us at support@ortooapps.com for any questions.