Hi,
I am trying to create a report that shows percentage of cases closed with 30 days (month-wise).
For now i created a customer integer field that calculates the number of days between case created and case closed but can i generate the above report?
Any help would be greatly apreciated
Hi haritha raghavan ,
Since you've already created a custom integer field to capture the days to close, you have a good start on what else you will need. The next thing to do is create a dropdown field to capture the time-to-close ranges you want to report on (e.g. "30 Days or Less", "31 to 60 Days", "Greater Than 60 Days"). When creating that field, make it calculated so that it evaluates the integer and assigns the corresponding dropdown entry. The formula would look something like the following:
ifElse(
isInList(
$status,
createList(
"Closed"
)
),
ifElse(
not(
greaterThan(
$days_to_resolution_c,
30
)
),
"30 Days or Less",
ifElse(
not(
greaterThan(
$days_to_resolution_c,
60
)
),
"31 to 60 Days",
"Greater Than 60 Days"
)
)
)
Once you have that field created, force recalculation on your existing closed cases. Then, you can then build a summartion report grouped on your new dropdown field with a pie chart to see the percentage of cases closed in 30 days or less compared to the entire set of closed cases.
Chris
Hi haritha raghavan ,
Since you've already created a custom integer field to capture the days to close, you have a good start on what else you will need. The next thing to do is create a dropdown field to capture the time-to-close ranges you want to report on (e.g. "30 Days or Less", "31 to 60 Days", "Greater Than 60 Days"). When creating that field, make it calculated so that it evaluates the integer and assigns the corresponding dropdown entry. The formula would look something like the following:
ifElse(
isInList(
$status,
createList(
"Closed"
)
),
ifElse(
not(
greaterThan(
$days_to_resolution_c,
30
)
),
"30 Days or Less",
ifElse(
not(
greaterThan(
$days_to_resolution_c,
60
)
),
"31 to 60 Days",
"Greater Than 60 Days"
)
)
)
Once you have that field created, force recalculation on your existing closed cases. Then, you can then build a summartion report grouped on your new dropdown field with a pie chart to see the percentage of cases closed in 30 days or less compared to the entire set of closed cases.
Chris
