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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.”
Effective case resolution visualizations need to show resolution time distributions, highlight outliers, and compare performance across product categories. Standard Salesforce reports can’t easily calculate average resolution times across product categories or create the flexible visualizations needed for comprehensive case resolution analytics.
Here are the most effective visualization techniques and how to build them using your case resolution data.
Create advanced case resolution visualizations using Coefficient
Coefficient significantly enhances your ability to create effective case resolution analytics by pulling rich case data including Product, Created Date, Closed Date, Priority, and Category fields. You can build pivot tables and charts that standard Salesforce dashboards simply can’t replicate.
How to make it work
Step 1. Import comprehensive case data with product categories.
Pull case data including Product, Created Date, Closed Date, Priority, and Category fields. Set up hourly refreshes during business hours to maintain current case resolution metrics and ensure your visualizations reflect the latest support performance data.
Step 2. Calculate resolution times using NETWORKDAYS formulas.
Create advanced time calculations that show resolution times in business days rather than calendar days: `=NETWORKDAYS(CreatedDate,ClosedDate)`. This gives you more accurate resolution metrics that account for weekends and holidays.
Step 3. Build box plot charts for resolution time distributions.
Create box plots that show resolution time distributions by product category, highlighting outliers and median times. These visualizations immediately show which product categories have consistent resolution times versus those with high variability.
Step 4. Create heat maps for resolution time patterns.
Use conditional formatting to display average resolution times across product categories and case priorities as heat maps. This creates an instant visual reference for identifying problem areas that need attention.
Step 5. Build comparative trend lines over time.
Track resolution time improvements over time by product category using line charts. Create monthly snapshots to identify seasonal patterns and measure the impact of process improvements on case resolution performance.
Turn case data into actionable insights
The right visualizations transform raw case resolution data into clear insights that help improve support performance across all product categories. Start building your advanced case resolution analytics with Coefficient.
