I'm looking to find a way to monitor time between a case lands in a specific queue till it is picked up by an agent.
Could you please suggest if this could be done (and how?) by creating a field and assigning a formula to it or does it require more advanced programming?
Thanks,
Piotr
2 respostas
Piotr,
There are a couple of options here:
1) Check out these Apps which do Case timing for you.
https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B495zEAB
https://appexchange.salesforce.com/listingDetail?listingId=a0N30000001gZ0hEAE
2) Run a Case History Report which allows you to filter on Queue. This might be sufficient for what you are trying to measure.
3) You can write a Workflow/Process that does a field update to two custom fields (Queue Assigned Date and Agent Assigned Date - Both Date/Time fields). The criteria for each respective Workflow/Process would be Owner Change and checking against OwnerID if its a Queue or not. Queue's begin with "00G" in the ID field and Users begin with "005" so you can use these to check in the criteria. Then the field updates their respective fields with NOW() as your field update formula. You can then uses these two Date/Time fields to measure the time between them which gives you the time the Case sat in the queue.
I hope this helps! If it does, please consider marking it the best answer to help others looking for a solution to the same issue.
Cheers,
James
