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Report cookbook

Status groups

Report time by value group, set once on the Values tab, or edit the packaged report's Status group bucket.

Time waiting on the customer against time with your company is a question about groups of statuses, not single values. Sojourn answers it in two ways: value groups, which you set once and every Interval carries, and the Status group bucket in one packaged report.

Report by value group#

Value groups are set per Tracked field on the object's Values tab (see The Values tab). Each new Interval of the field carries its value's group in Value Group, and the summary rows keep each group apart, so a report can count Waiting on Customer and Waiting on Vendor as one Waiting group without a bucket.

  1. Open the Sojourn app and the Sojourn Settings tab, then Tracked objects, the object, and its Values tab. Choose the field, such as Status, and under Value groups select Add a group. Name it, for example Customer, and add its values. Add the other groups the same way, then Save.
  2. Create a report on the Sojourn Intervals report type. Filter Parent Object and Tracked Field, as for every Interval report, and Exited At not blank, so open stays do not lower the average.
  3. Group the rows by Value Group. Add the sum and the average of Elapsed Business Hours, and the record count.

For trends over months, or after a purge, use the Sojourn Interval Summaries report type instead: filter Granularity, All Owners to False, Parent Object, and Tracked Field as in Report on summaries, group by Value Group, and take the sum of Sum Business Minutes divided by the sum of Interval Count for the average.

Often missed. A group applies to the Intervals opened after you save it. Earlier Intervals, and values in no group, show Value Group blank, and a report lists them as a blank group. Rebuild summaries counts Intervals as they are stored, so it does not move earlier stays into a new group.

Edit the packaged bucket#

Share of Time per Status Group sums business minutes per status group with a bucket field named Status group, which works on Intervals written before you set value groups too. The package cannot know your status values, so the report ships with example values:

Group Example statuses
Customer Waiting on Customer
Company New, Working, Escalated
Other Every status not listed

Until you edit the bucket, an org whose statuses have other names sees every stay in Other.

  1. Open Share of Time per Status Group and select Save As into your folder.
  2. In the report builder, open the Status group column's menu and select Edit Bucket Column.
  3. Move each of your statuses into Customer or Company, add groups if you need them, and save.

A report has at most 5 bucket fields, 20 buckets per field, and 20 values per bucket.

You are done when a report grouped by Value Group, or the saved copy of Share of Time per Status Group, shows your groups with the hours you expect for a Case you know.