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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.”
SalesforceCreating custom formula fields into track omni channel routing duration consumes storage, impacts performance, and requires ongoing maintenance that you can avoid entirely with spreadsheet calculations.
You’ll learn how to track routing-to-acceptance duration without any Salesforce customization while getting more flexible calculations and better historical analysis capabilities.
Skip custom fields and calculate duration in spreadsheets
CoefficientSalesforceeliminates the need for custom formula fields by performing duration calculations directly in your spreadsheet. This approach avoidsstorage consumption and governor limit considerations while providing more flexibility.
How to make it work
Step 1. Import work item records with timestamp fields.
Use Coefficient to import work item records with RouteDate and AcceptDate fields directly from Salesforce. This gives you the raw timestamp data needed for duration calculations without creating any custom fields.
Step 2. Create duration calculations in your spreadsheet.
Add a duration column using the formula =(AcceptDate-RouteDate)*24*60 to get results in minutes, or =(AcceptDate-RouteDate)*24 for hours. Format the results to display as decimal hours or time format as needed for your reporting.
Step 3. Set up automatic formula application.
Use Coefficient’s Formula Auto Fill Down feature to automatically apply duration calculations to new rows as data refreshes. This maintains current duration tracking without manual formula copying for each new work item.
Step 4. Schedule regular data refreshes.
Configure hourly or daily refreshes to keep your duration calculations current. This provides real-time duration tracking that updates automatically as new work items are routed and accepted.
Benefits over custom Salesforce fields
This method provides several advantages:
- No Salesforce customization required – avoid complexity and maintenance overhead
- More flexible calculations – use your spreadsheet’s full range of time functions
- Historical analysis capability – calculate duration for past data without field deployment challenges
- No storage impact – calculations exist in your spreadsheet, not consuming Salesforce data storage
Start tracking duration without the overhead
Get startedThis approach gives you comprehensive duration tracking with more flexibility than custom Salesforce fields while avoiding technical overhead and governor limits.with flexible duration calculations today.
