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SalesforceCalculating accurate time differences between omni channel work item routing and agent acceptance is tricky inbecause standard reports often show incorrect values due to timezone conversions and processing delays.
Salesforce’sHere’s how to get precise routing-to-acceptance calculations using raw timestamp data and spreadsheet formulas that bypassreporting limitations.
Get accurate time calculations using Coefficient
Coefficientsolves this problem by importing raw timestamp data directly from Salesforce and performing precise calculations in your spreadsheet. This approach avoids the timezone conversion issues and rounding errors that plague standard Salesforce reports.
How to make it work
Step 1. Import your work item data with timestamp fields.
Connect Coefficient to Salesforce and import work item records using the “From Objects & Fields” method. Select both the RouteDate and AcceptDate timestamp fields (or your equivalent custom fields) along with any other relevant data like agent names and queue information.
Step 2. Create your time difference calculation.
In a new column next to your imported data, use the formula =AcceptDate-RouteDate to calculate the exact time difference. Format the results to show hours, minutes, or seconds as needed using your spreadsheet’s time formatting options.
Step 3. Set up automatic formula application.
Use Coefficient’s Formula Auto Fill Down feature to automatically apply your time calculation formulas to new rows as data refreshes. This maintains accurate metrics without manual intervention every time new work items are routed.
Step 4. Schedule automated refreshes.
Set up hourly or daily refreshes to track these metrics in real-time. This ensures your routing-to-acceptance calculations stay current and reflect the most recent work item activity.
Start tracking accurate response times today
Try CoefficientThis method gives you precise agent response time metrics that you can trust for operational decisions and performance management.to start calculating accurate omni channel timing metrics.
