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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.”
SalesforceBuilding comprehensive omni channel agent response time reporting intypically requires custom automations, workflows, or process builders that add complexity and maintenance overhead to your org.
Here’s how to create sophisticated response time analytics immediately without any Salesforce development or custom automation setup.
Build response time reports without development
CoefficientSalesforceenables comprehensive agent response time reporting without requiring anycustom automations. This eliminates development cycles and maintenance overhead while providing superior reporting capabilities.
How to make it work
Step 1. Import work item data with timestamps.
Connect Coefficient to Salesforce and import work item data with routing and acceptance timestamps. Include agent names, queue information, and any other relevant fields for comprehensive response time analysis.
Step 2. Create response time calculations.
Add columns calculating agent response times using spreadsheet formulas like =(AcceptDate-RouteDate)*24*60 for minutes. You can create multiple calculation columns for different time formats (hours, minutes, seconds) as needed.
Step 3. Build analytics with pivot tables and charts.
Create pivot tables showing response time trends by agent, queue, or time period. Build charts visualizing average response times, response time distributions, and performance trends over time without any Salesforce customization.
Step 4. Set up automated monitoring.
Configure hourly or daily refreshes to maintain current metrics and set up Slack or email alerts when response times exceed your defined thresholds. Use Coefficient’s Snapshots feature to maintain historical response time data for trending analysis.
Key advantages over custom automations
This approach provides several benefits:
- Immediate implementation – start reporting right away without development cycles
- No governor limits – avoid Salesforce automation limits and processing constraints
- Easier maintenance – update calculations and reports without touching Salesforce configuration
- Advanced analytics – use sophisticated spreadsheet functions that would require extensive custom development in Salesforce
Get sophisticated analytics without the complexity
Start buildingThis method provides real-time agent response time tracking with analytics capabilities that would require extensive custom development in Salesforce.your response time reports today.
