)
Written by
Table of Contents
“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.”
SalesforceWhileprovides basic timestamp fields for omni channel work items, comprehensive lifecycle tracking often requires custom development or has significant limitations in standard reporting.
Here’s how to implement complete lifecycle timestamp tracking that captures every stage of your work item journey without custom Salesforce development.
Comprehensive lifecycle tracking without custom development
CoefficientSalesforce’sprovides an alternative omni channel work item lifecycle timestamp tracking method that offers significant advantages overnative tracking capabilities without requiring custom fields or automation.
How to make it work
Step 1. Import comprehensive timestamp data.
Use Coefficient to import all available timestamp fields from work item objects, including system timestamps like CreatedDate, RouteDate, AcceptDate, and any custom milestone timestamps you’ve configured.
Step 2. Pull related lifecycle context.
Import related data from associated objects like Cases, Agents, and Queues to provide complete lifecycle context. This gives you visibility into every stage of the work item journey with full relational data.
Step 3. Set up real-time lifecycle monitoring.
Configure automated refreshes to track work items through their complete lifecycle in real-time. Use Coefficient’s Snapshots feature to maintain point-in-time lifecycle data for historical trend analysis.
Step 4. Create lifecycle stage calculations.
Build calculated fields showing time spent in each lifecycle stage, identify bottlenecks, and track performance metrics like average time per stage using spreadsheet formulas that update automatically.
Trackable lifecycle stages
This method enables comprehensive tracking of:
- Work item creation and routing – capture initial timestamps and routing decisions
- Agent assignment and acceptance – track handoff timing and acceptance patterns
- Status changes throughout lifecycle – monitor every status transition with timestamps
- Completion or transfer events – capture final resolution or escalation timing
- Custom milestone timestamps – include any custom lifecycle markers you’ve defined
Key advantages over native methods
This approach provides several benefits:
- No custom development required – avoid the complexity of custom fields and automation
- Flexible reporting and analysis – use advanced spreadsheet capabilities for lifecycle analysis
- Complex lifecycle metrics – calculate sophisticated metrics like bottleneck identification
- Automated alerting – get notified when lifecycle stages exceed defined thresholds
Get complete lifecycle visibility today
Start trackingThis method provides comprehensive lifecycle visibility without the complexity of custom Salesforce development while offering superior analytical capabilities.your complete work item lifecycle today.
