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    Danette Beal
    Social Monitor SLA's - Analytics Cookbook Recipe
    Topic posted December 15, 2016 by Danette BealBlack Diamond: 60,000+ Points, last edited June 22, 2017 
    340 Views, 2 Comments
    Social Monitor SLA's - Analytics Cookbook Recipe

    Social Monitor SLA's

    Measuring Social Agent Effectivness




    Oracle Service Cloud


    Danette Beal

    Oracle Service Cloud

    Sr. Product Manager


    Difficulty rating: (Intermediate)

    Target persona: Managers


    7 Tables

                    - cloud_results, cloud_search2results, cloud_searches, channel_accounts, incidents,

                        transactions, transactions2

                    - 0 Outer, 5 Inner, 1 Double Join

    2 Columns using formulas (1 min(); 1 date_diff() with a nested min() )

    4 Filters

    1 Rollup

    Overall description/purpose: This report provides visibility into agent effectiveness specifically for agents who respond to social data. This report evaluates the time lapse between when a customer submits a post via a social channel and the agent responds through an incident created. This time measurement allows administrators to evaluate productivity against Service Level Agreements and whether or not agents are hitting targets.

    Use case being served: For companies using social monitoring more frequently, there is a need to evaluate the effectiveness of agents responding to customers via social channels. This report provides the fundamental logic to measure agent effectiveness and is customizable to open visibility through report exceptions and charting. The system is able to capture response times from when the incident is created and/or when an incident is appended to. This report allows us to capture both initial response times as well as response times within a conversation happening on social media. These time measurements can be used to measure whether an agents response time is acceptable or not.

    Special functionality usage:  The exported report does not include a report exception, however this feature may be very valuable in adding visibility to the “Agent Response Time” column. Color coding this column may be helpful to quickly determining whether the agent did or did not meet a business’s service level agreement. For example, if the “Agent Response Time” is greater than 15 minutes the report could be defined to highlight that report cell “Red”.

    Master Chef Approved (a.k.a. Data Validated)? Yes with one caveat, everyone’s use case is different. Minor tweaks may be necessary to fit your scenario.

    Attachments included are the following (in a .ZIP file)

    • Human readable PDF report definition
    • Complete Report Recipe and Report Configuration Details (PDF)
    • XML Report definition 



    • Barrilito van Dijk

      Hi Danette,

      Great to see another cookbook has been added. Always good to see some examples of analytics. Thank you for sharing this!


    • Erica (Leep) Anderson

      Just wanted to give a BIG thanks to Danette and Ben for contributing the first report recipe about Social Monitor to the Analytics Cookbook! 


      We are experimenting with leaving these report recipe posts open for comments, because we want report chefs to hear how their report recipes helped you. If you found this report recipe helpful, please give this report recipe post a thumbs up and leave a comment letting them know you appreciate their help, how this report helped you and your organization, etc.

      If you have a question about this report recipe, please start a new topic in the "Reporting and Analysis" forum board and link to this report recipe in your question. DO NOT post your reporting question here. We will remove any comments asking for help in the comments of this post.

      Erica, Community Manager