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how create report to generate % of email to case that were responded within 24 hours
I have a requirement to create a report and dashboard . the Requirement is "need a report that shows the % of the email cases that we respond to within 24 hours. That time clock would stop when an agent accepts the case and begins work on it."
This is when a email case comes in , if the Case owner changes from automated Username to a Particular user than it will be consider as Responded.
I have created a workflow and Formula field that will calculate the hours between the Created datetime and First response Date time.
Now in Reports how I should bring the % of email cases that were responded within 24 dours.
Please advise.
This is when a email case comes in , if the Case owner changes from automated Username to a Particular user than it will be consider as Responded.
I have created a workflow and Formula field that will calculate the hours between the Created datetime and First response Date time.
Now in Reports how I should bring the % of email cases that were responded within 24 dours.
Please advise.
Girija Joshi 14now i think you have just get total number of cases and find out how many numbder in formula field as hour <= 24 and caculate % and put it in report.