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Case Flags Report Extension

Summary

Case Flags currently comes prepackaged with five sample reports and two dashboards to help administrators keep track of how well their users are managing cases. For those looking to extend the reporting capabilities of Case Flags, we've created a new report extension package which includes an additional eight reports along with a separate dashboard. The Case Flags Report Extension is a 100% completely free add-on for existing Case Flags users.

Details

Click one of the links below to install the extension package:
 
Sandbox: ic.force.com/caseflagsreportingsandbox
Production: ic.force.com/caseflagsreporting
 
 
Below is a list and description of all reports, dashboards, and fields included in the Case Flags Report Extension. In order for these reports to return meaningful data, Case Flags History Tracking will need to be fully enabled.
 
Reports:
  • Average Response Time BH: Grouped by Case Flags History Tracking Record Owner, displays the average time in business hours it takes for an agent to respond on a case.
  • ​Case Flags Spike in Use: Grouped by Date Created Month and Owner, displays the number of history tracking records involving a flag set or clear event.
  • Cases with SLA Breaches: Grouped by Date/Time Opened Month, displays History Tracking records and number of associated cases where the flag aged to level 4.
  • Flags Escalated Past Level 1: Grouped by Case Flags History Tracking Record Owner, displays History Tracking records and number of associated Cases capturing flags that have aged to levels 2,3, or 4.
  • Flags Escalated Past Level 2: Grouped by Case Flags History Tracking Record Owner, displays History Tracking records and number of associated Cases capturing flags that have aged to levels 3 or 4.
  • Flags Escalated Past Level 3: Grouped by Case Flags History Tracking Record Owner, displays History Tracking records and number of associated Cases capturing flags that have aged to level 4.
  • Number of Responses per Case: Grouped by number of responses, displays how many agent responses (cleared flag events) occurred during the life of a case. Grouping is bucketed into three ranges including 1st Response Resolution, 2-4 Response Resolution, and 5+ Response Resolution.
  • Percentage of Time for each Open Status: Grouped by Case Status, displays the business hours and percentage of time cases were siting in a particular open status.
 
Dashboard:
  • Case Flags Report Extension: Includes dashboard components referencing the six of the nine new reports. Reports referenced include: Number of Responses per Case, Case Status Percentages, Case Flags Spikes in Use, Cases with SLA Breaches, Average Response Time BH, and Flags Escalated Past Level 1.
Fields:

Note: Each of the following fields reside on the Case object.
  • Case Business Hours with Company: Indicates the amount of time in Business Hours the customer was waiting on the organization to respond.
  • Case Business Hours with Customer: Indicates the amount of time in Business Hours the organization was waiting on the customer to respond.
  • Number of Flag Clearing Emails: Indicates the number of Flag Cleared events which occurred from an Outbound Email.
  • Number of Cases: Indicates the number of Cases involved for reports on the Case Flags History Tracking object.
 

Please note, these sample reports and dashboards are provided as-is, and customization is not supported. Further customization can be performed by your Salesforce Administrator, Consulting Partner, or Internet Creations on a professional services basis. If interested, please send an email to caseflags@internetcreations.com.
 

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