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 workflow rule and a report are created. Please find the details below on how to create a report for Assignment Group members Response Time
Create Fields
- Go to Setup | Object Manager | Cases
- Go to Fields and Relationships and click on New.
- For first field select Date/Time as field data type. Name the field label as "First Activity/Response Date/Time".
- Click on Save and New
- 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)"
- 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
-
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
-
Workflow Rule
- Go to Setup | Workflow Rule | New Rule
- Select the object for which you are creating the workflow rule, in this example, we are selecting the Case object.
- Set Rule Name as 'Save 'Response/First Activity Time' Workflow Rule'.
- Set Evaluation Criteria to created, and every time it's edited as shown below
- Set the Rule criteria as shown below:
- Click Save.
- Define two Workflow rule actions as shown below:
The first rule will add value to the field 'First Activity/Response Time (Mins)' with the formula as mentioned below.
Formula value: (TIMEVALUE( NOW()) - TIMEVALUE(ortoo_qra__Q_assign_Last_Assigned_Date__c)) / 60000
The second workflow rule action will populate the field 'First Activity/ Response Date/Time' with the formula mentioned below.
Formula value: NOW()
8. Once finished, the workflow rule will look similar to the one shown below:
Report
- Select Reports | New Report | Cases as the report type.
- Select the following fields in the columns section:
- Set the filter as shown below:
- 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.
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