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    Kenny Tietz
    Incident Details/Agent Queue Report (To Use as a Report...
    Topic posted April 28, 2016 by Kenny TietzBronze Trophy: 5,000+ Points, last edited July 7, 2017 
    1261 Views, 2 Comments
    Incident Details/Agent Queue Report (To Use as a Report Link) - Analytics Cookbook Recipe


    Incident Details Report

    Agent Queue for Report Linking

    Author: Kenny T

    Oracle Service Cloud

    Analytics Product Manager

    Difficulty rating:   (Basic)

    Target persona: Agents & Managers


    11 Base Columns

    2  Columns using formulas (1 date_format(), 1 date_diff())

    Exceptions with formatting

    Conditional formats

    Overall description/purpose: The intent behind this report is to provide a basic example of an incident details report for your agents to use to work their incident queue. This can be used as a report link to one or more top level aggregated reports (e.g. Team Open Incidents Report) to help provide a consistent set of detailed report data to your agents, managers and executives.

    Formatting can be added to the report to highlight specific things that you wish to stand out. Business specific sorting added to his report can help to minimize grey area around what incident to work next by providing the agent with a clearly sorted set of incidents based on your business processes.  In this example we are sorting based on incident age, which is one possible way to look at an agent queue. This, however, does not take into effect the impact of severity, queue or other important business drivers you may wish to consider.  We have a set of commonly used fields for agents to review with color formatting to highlight data important to 4 specific business processes 

    Use case being served: Oracle Service Cloud does have many useful canned reports on incidents and backlog.  However, incident detail reports used for agents to work from are quite business specific.  As a result, it is difficult to have one report that fits the needs of every site and team. 

    Often times, agents can get confused around what they should be working on next.  This report aims to help minimize queue confusion issue by providing the agent with a clearly sorted set of incidents based on your business processes.  In this example we are sorting based on incident age, which is a basic way to look at an agent queue. This, however, does not take into effect the impact of severity, queue or other important business drivers hidden within your process.  

    Any report creation should start with lots of questions-"What is the story I am trying to tell with this report? What metrics are important to show to my agents? What amount of detail do my agents need without inundating them with too much information? How can you make important information stand out on the page for agents and managers to notice and take action on? What colors are right for my team? What subtle tools can you include for your managers to make quick and effective use of this report for their duties? Is my report intuitive? What level of training might be needed?"

    Screen shot: Top Level Report (1/2)

    High level flow for report creation (optional): This incident details includes a set of commonly used incident and contact fields for agents to view.  Color formatting has been added to highlight data for important specific business processes.  These will vary by business, but this is a good example of how this formatting can be setup.

    Master Chef Approved (a.k.a. Data Validated)? Yes

    Report Configuration Details

    The following section is intended to detail specific areas of the report that are not well described by the PDF report definition.

    1. Tables, columns, and filters definitions are shown in the PDF definition. The PDF view will provide much of the needed information, but it is important to point out that this report is being used as a report link to the Team Dashboard report. In order for this report link to function properly, the following filters are needed in both reports:

      - incidents.status_id IN LIST

      - incidents.status_type IN LIST

      Functions: The following descriptions should help to understand the functions used in the column definitions:

      a. The pdf file should suffice for columns and filters in this report with the exception of the age column. This column uses the date_diff function with the sysdate() (i.e. current date/time) divided by 60 to give us the number of minutes since the incident was created. This column is then formatted to display in a Day, Hour, Min format (e.g. "5d 2h 43m").


    2. Special steps to create the report:The report is straight forward, but it is used as a report link to the Incident Details Report. The following is the report link filters page in the report linking wizard:

    3. Formatting:

      Technique Note: Please review the "When to Choose Exceptions vs. Conditional Formatting" technique video to understand the difference between these two formatting options.

      a. Exception based formatting: There are 4 exception formats added as follows:

      i. Unresponded - Shows purple in cells for incidents without an initial response.

      ii. Updated by Customer - Shows yellow in cells where incidents have a status of "Updated by Customer".

      iii. Sev 1 - Shows red for entire row for incidents that are open severity 1 issue(s).

      iv. Waiting - Shows grey for the entire row for incidents that are set to a "Waiting" status.

      e. Conditional formatting: There is conditional formatting on the Age column which represents incidents the age of each incident from date created to the current time (i.e. sysdate()). This formatting shows as green, pale orange, dark orange for updates <2 days, between 2-5 days, and >5 days, respectively. This formatting also includes cell icons (i.e. dark circle, black flag) for the latter two colors.

    4. Options (Home Tab > Options > More Options):

      a. Reporting vs. Operational DB: This report is an agent dashboard report where real-time data is always desired making it necessary to set operational database in the report options.

      b. Uncheck the "Allow server to change data source as necessary option" to avoid automatic switching from operational to reporting DB if report approaches query size limit (2 million rows analyzed). Although unlikely, if this report queries too much data, it will fail with a "Query processes too much data" error requiring further report optimization not covered here.

      c. Set the "Open report without prompting for search parameters" option (also known as "initial run") to prevent the search dialog with every run because the report is already setup with the desired filters. This will save agents time.

      d. To refresh after data changes, set the "Refresh report when data shown is changed in the editor" option.

    Included in the attached .ZIP file:

    • Human readable report definition -- "Incident Details Report (Report Link).pdf"

    • XML report definition for import -- "Incident Details Report (Report Link) 100722.xml"

    • Full size screen shots of report -- Screen Shot - Incident Details Report (Report Link).jpg



    • Erica (Leep) Anderson

      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 Kenny's post a thumbs up and leave a comment letting him know you appreciate his 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

    • Sean FitzGerald

      Great report Kenny.  Not having a lot of experience with conditional formatting I can see the immediate benefits with just that one report enhancement.  Thanks for posting.