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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.”
Salesforce reports showing response time violations lose critical historical data once cases are resolved, making it difficult to analyze patterns or prove SLA compliance over time.
Here’s how to create persistent violation tracking that captures and preserves every threshold breach, regardless of current case status.
Build comprehensive violation tracking using Coefficient
Coefficient addresses this limitation by creating persistent violation tracking through scheduled data capture. Unlike Salesforce’s dynamic reports, this creates a permanent violation log that accumulates over time.
How to make it work
Step 1. Create a threshold-based import from Salesforce .
Set up filtering for cases where response time exceeds your threshold (e.g., First Response Time > 2 hours). Include all relevant case details, priority levels, and assigned agent information for comprehensive tracking.
Step 2. Schedule frequent data captures.
Configure hourly imports to catch violations as they occur, before case resolution removes them from the report. Salesforce data refreshes automatically based on your schedule, ensuring no violations are missed.
Step 3. Enable “Append New Data” for cumulative tracking.
This feature accumulates all threshold breaches over time, with automatic “Written by Coefficient At” timestamps creating an immutable record of when each violation was detected.
Step 4. Add calculated metrics using spreadsheet formulas.
Use Formula Auto Fill Down to calculate violation duration, business hours impact, and trending patterns across your preserved data. Create pivot tables to analyze violation frequency by team, agent, or time period.
Transform your SLA reporting capabilities
This solution transforms Salesforce’s ephemeral violation data into a comprehensive historical tracking system, enabling accurate SLA reporting and process improvement analysis without any data loss. Start building your violation tracking system today.
