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Report cookbook

Worked examples

Three questions answered with the packaged reports, step by step, with what the result looks like.

Each example starts from a packaged report in Sojourn Reports. Packaged reports are read only: select Save As to keep your changes in your own folder. The sample results below come from a demo org.

Where did this queue's Cases spend their time this month?#

  1. Open Time in Status by Case, then Save As into your folder. It lists Cases with at least one Interval, created in the last 30 days.
  2. In Filters, add Case Owner equals your queue, and set the date range to This Month on Date/Time Opened.
  3. Keep the filter Tracked Field equals Status: it is what keeps Status time apart from Owner time.
Case Status Business hours
00001027 Working 10.25
00001027 Waiting on Customer 9.00
00001027 Escalated 2.50
00001031 New 0.75
00001031 Working 4.00

Who held a Case, and for how long?#

  1. Open Time per Owner by Case. Like Time in Status by Case, it opens on Cases created in the last 30 days; widen the date range for an older Case.
  2. Filter Case Number to the Case, or keep every Case and sort by Elapsed Business Hours.
  3. Queues and users both appear; a queue's time counts in that queue's business hours (see Set goals and business hours).
Case Owner Business hours
00001027 Tier 1 1.50
00001027 Priya Shah 12.00
00001027 Tier 2 2.00
00001027 Marco Diaz 7.00

Which statuses miss their goal most often?#

  1. Open SLA Breaches by Status and Owner. It lists every stay that went past its Goal, by value and then owner.
  2. To see one object, add Parent Object equals Case.
  3. Breaches are flagged by the Live values job; see Track an object.
  4. Business hours adds up the stays that ended: a breach still open counts as one breach and 0 hours. The SLA Health dashboard charts the number of breaches, so open ones show.
Status Owner Breaches Business hours
Working Priya Shah 3 19.50
Working Marco Diaz 1 6.25
New Tier 1 2 3.00

Which stays are close to their goal?#

  1. Create a report on the Sojourn Intervals report type (or Cases with Sojourn Intervals).
  2. Filter Warning equals True and Breached equals False: the stays that reached their goal's warn percent but not the goal itself.
  3. Add Open equals True to see only the stays still running, and group by To Value and Owner Name.
  4. Warned At is when each stay reached the warn percent. Open stays are flagged by the Live values job and closed ones when they close; see Set goals and business hours.