Skip to content
Sojournby CloudAlgo Request early accessEarly access Request early access
Release 1 in development, 15 of 15 sprints done. Early access is open. 15 of 15 sprints done · Join early accessJoin early access
Reference

Reports and dashboards

Every report and dashboard that installs with Sojourn, with the filters each relies on.

The reports install in the Sojourn Reports folder and the dashboards in Sojourn Dashboards, both read only, so copy one to change it. The Omni-Channel report installs with the Sojourn Omni-Channel package. How to read and adapt them: Report cookbook.

Reports#

Report Report type What it shows
Average Hours per Owner, 30 Days Sojourn Intervals How long a Case stays with each owner: average business hours of finished stays entered in the last 30 days. Filters: Parent Object equals Case, Tracked Field equals OwnerId, Exited At not blank, Record Closed false. On Desk Productivity.
Average Hours per Status, 90 Days Sojourn Intervals Where Cases wait: average business hours of finished Case stays in each status, entered in the last 90 days. Filters: Parent Object equals Case, Tracked Field equals Status, Exited At not blank, Record Closed false. On Process Bottlenecks.
Average Hours per Status by Week Sojourn Interval Summaries Weekly average business hours per Case status over 90 days, from the Day summaries; a week starts on Sunday and is named by it. Filters: Granularity Day, Parent Object Case, Tracked Field Status, Record Closed false, All Owners false.
Error Log by Type Sojourn Error Logs What Sojourn could not record: Error Log entries grouped by Error Type, then by status (New, Ignored, Resolved), with the object and when each change happened. The same rows as the Health Monitor's error queue. No filters.
First Close Time by Agent Cases How long Cases take to close the first time: average business hours from creation to first close, by the Case's current owner, from the Sojourn Case figures. Filters: Sojourn First Closed At not blank. On SLA Health.
Lead Time in Status Leads with Sojourn Intervals How long Leads wait in each status: average business hours of a finished Lead stay in each status, and the total business minutes. Filters: Tracked Field equals Status, Exited At not blank, Record Closed false.
Lead Time per Owner Leads with Sojourn Intervals How long Leads stay with each owner: average business hours of a finished Lead stay with each owner, and the total business minutes. Filters: Tracked Field equals OwnerId, Exited At not blank, Record Closed false.
Longest Open Intervals Sojourn Intervals The 25 open stays entered longest ago, any object and field. Filters: Is Open, Record Closed false. Days Open counts calendar days to now; business minutes to date come from the Live values job, within its window. On Process Bottlenecks.
Open Cases by Status and Time to Date Sojourn Intervals Open Cases in each status now, and their business hours so far (kept by the Live values job). Filters: Is Open, Record Closed false, Parent Object equals Case, Tracked Field equals Status. On Desk Productivity and SLA Health.
Opportunity Time in Stage Opportunities with Sojourn Intervals How long Opportunities wait in each stage: average business hours of a finished stay in each stage, and the total business minutes. Filters: Tracked Field equals StageName, Exited At not blank, Record Closed false.
Opportunity Time per Owner Opportunities with Sojourn Intervals How long Opportunities stay with each owner: average business hours of a finished stay with each owner, and the total business minutes. Filters: Tracked Field equals OwnerId, Exited At not blank, Record Closed false.
Owner Changes per Case Cases How often Cases change hands: the average Sojourn Owner Change Count per Case, grouped by current owner. Filters: Sojourn Owner Change Count not blank, so Cases never tracked are left out. From the Case figures. On Desk Productivity.
Owner Leaderboard, Last 30 Days Sojourn Interval Summaries Stays each user owner finished in the last 30 days and their business minutes, from the Day summaries. Filters: Granularity equals Day, Tracked Field equals OwnerId, Owner Type equals User, All Owners false. On Leaderboards.
Reopened Cases by Agent Cases Which owners' Cases reopen: Cases reopened at least once, and how often, grouped by current owner, from the Sojourn Case figures. Filters: Sojourn Reopen Count greater than 0.
SLA Breaches by Status and Owner Sojourn Intervals Stays that went past their Goal, by value and owner, on any object: how many, and the business hours of those that ended (an open stay counts 0 hours). Filters: Is Breached. On SLA Health.
Share of Time per Status Group Sojourn Intervals Business minutes in each status group. The groups hold four example Case statuses: edit the Status group bucket for your own, or every stay shows as Other (see the cookbook). Filters: Parent Object equals Case, Tracked Field equals Status.
Status Changes per Case Cases How often Cases change status after creation: the average Sojourn Status Change Count per Case, grouped by current status. Filters: Sojourn Status Change Count not blank, so Cases never tracked are left out.
Time in Status by Case Cases with Sojourn Intervals Business hours each Case spent in each status, one Case per group, for Cases created in the last 30 days (change the range to see more). Filters: Tracked Field equals Status.
Time per Owner by Case Cases with Sojourn Intervals Business hours each Case spent with each owner, queues and users, one Case per group, for Cases created in the last 30 days (change the range to see more). Filters: Tracked Field equals OwnerId.
Omni-Channel Agent Handle Time Sojourn Intervals Handle time per agent: average business hours of finished routed work, and the total business minutes, from Agent work Intervals. Filters: Tracked Field equals AgentWork, Exited At not blank, Record Closed false. Needs the Sojourn Omni-Channel package.

Dashboards#

Desk Productivity#

For support leads: how long each owner holds a Case (30 days), how often Cases change hands, and how many are open in each status with their hours so far. Runs as the installing admin, so viewers see every Case's figures.

  • Average hours per owner, 30 days: Average Hours per Owner, 30 Days
  • Owner changes per Case: Owner Changes per Case
  • Open Cases by status: Open Cases by Status and Time to Date

Leaderboards#

For managers: stays each user owner finished in the last 30 days, and the weekly trend of hours per Case status, both from the Day summaries, so they hold after a purge. Runs as the installing admin.

  • Owner leaderboard, 30 days: Owner Leaderboard, Last 30 Days
  • Average hours per status by week: Average Hours per Status by Week

Process Bottlenecks#

Where Cases wait: average hours per status over 90 days, the weekly trend, and the open stays entered longest ago, leaving out time while the record was closed. Runs as the installing admin.

  • Average hours per status, 90 days: Average Hours per Status, 90 Days
  • Longest open stays: Longest Open Intervals
  • Average hours per status by week: Average Hours per Status by Week

SLA Health#

How Cases meet their Goals: stays that went past their Goal by status and owner, open Cases in each status, and hours to first close by owner. Runs as the installing admin.

  • Breaches by status and owner: SLA Breaches by Status and Owner
  • Open Cases by status: Open Cases by Status and Time to Date
  • First close time by agent: First Close Time by Agent