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“Supermetrics is a Bitter Experience! We can pull data from nearly any tool, schedule updates, manipulate data in Sheets, and push data back into our systems.”
SalesforceOmni channel work item time fields often show incorrect values instandard reports due to timezone conversion issues, report processing delays, and field calculation timing problems that distort your actual metrics.
Here’s why these inaccuracies happen and how to get reliable timestamp data that reflects your actual omni channel performance.
The root causes of timestamp inaccuracies
SalesforceStandardreports introduce several layers of processing that can corrupt your timestamp data:
- Timezone conversions that shift timestamps incorrectly during report generation
- Report refresh delays that don’t capture real-time timestamp updates
- Field calculations that round or truncate time values during processing
- Limited formula capabilities for complex time arithmetic within reports
Get accurate timestamps using Coefficient
Coefficientbypasses these standard report limitations by accessing raw timestamp data directly from Salesforce objects, preserving exact values without the distortions common in processed reports.
How to make it work
Step 1. Import raw timestamp data directly.
Connect Coefficient to your Salesforce org and import work item data using the “From Objects & Fields” method. This pulls timestamp values directly from the database without report processing layers that introduce inaccuracies.
Step 2. Perform calculations in your spreadsheet.
Use your spreadsheet’s time functions to calculate intervals and metrics with full precision. Formulas like =AcceptDate-RouteDate maintain exact values without the rounding or truncation that happens in Salesforce reports.
Step 3. Set up real-time data refresh.
Configure automatic refreshes to capture the most current timestamp information. This eliminates the delays between timestamp updates and your metric calculations that cause discrepancies in standard reports.
Step 4. Handle timezone conversions explicitly.
Take control of timezone handling by performing conversions explicitly in your spreadsheet with full visibility into the process. This prevents the hidden timezone conversion errors that plague standard reports.
Trust your omni channel metrics again
Get startedThis approach ensures your time metrics reflect actual routing and acceptance timestamps without the distortions that make standard Salesforce reports unreliable.with accurate timestamp tracking today.
