Routing - Time-to-Action Reporting Guide

Contents:

• Overview
• Object Definitions
• Time-to-Action Object Fields & Definitions
• Building Time-to-Action Reports in Salesforce
• Creating a Time-to-Action Report Type
• Adding Fields to your Report Type Layout
• Building Your Reports and Dashboards

Overview

The Time-to-Action Tracker object is a LeanData custom object that allows you to easily measure the time it takes for specific actions to take place within LeanData. LeanData will automatically track the date/time a record enters and exits a Hold Until Node or a NotifyPlus Node in a Routing graph, and record those times in this object.

LeanData will also calculate the duration that the record was held for (“Time-to-Action”), so that you can use it in your reporting. If the Hold Until node is configured to "evaluate while the owner is working," LeanData will calculate both the raw duration and also a time to action that accounts for hours that a User is not working.

This will allow LeanData Admins to track SLA compliance across various groups using information on the record or related record, and identify bottlenecks in the sales process to then improve the buyer experience.

This new feature is accessible through native SFDC reporting functionality after you set up a Custom Report Type that includes this new object.

Please Note: Time to Action records will be deleted after 365 days by default. You can adjust this if you would like to change the retention time by going to the LeanData Dashboard > Admin > Settings > Reporting > Time-to-Action Log Retention.

Install the LeanData Reporting Managed Package

You can install the LeanData Reports Managed Package here: 

https://appexchange.salesforce.com/appxListingDetail?listingId=02f027a4-5011-4c40-b9e9-8af704b7994d

• To install in your production instance, click the Get It Now button and follow the installation prompts from Salesforce.
• To install in a sandbox, click the Try It Free button and follow the installation prompts from Salesforce.

Object Definitions

Field Name	Description	Example Values
Time-to-Action Tracker	Captures information about the record’s SLA and time-to-action.	Calculated Time-to-Action  See list of fields below.
Lead/Contact/Account/ Opportunity/Case Related via lookup	Captures current values of the object.  Provide viewers an idea of the current state of the Lead/object and report on conversion rates.	Lead Status Converted
User Related via lookup	Captures attributes of the SLA Owner.  Segment SLAs based on the Owner’s Territory, Manager, etc.	Manager Department
Entry Log Related via lookup	Captures information about routing* at the time of entry into the Hold Until node.	Routing Action Round Robin Grouping Name
Exit Log Related via lookup	Captures information about routing at the time of exit out of the Hold Until node.

Time-to-Action Object Fields & Definitions

The following fields are available for Reporting on the Time-to-Action Tracker: 

• Status
  • Pending
    • Default value when the record enters the node
    • Record has reached the node and is awaiting conditions to be met or the expiration time
  • Met
    • Record’s conditions were successfully met in the specified time frame 
  • Missed 
    • Record’s conditions were not met in the specified time frame and the hold expired
  • Aborted
    • Tracking was aborted due to conflicts (see Abort Reasons above) 
• Entry/Start Time
  • Date/Time LeanData completed record routing and started the hold
• Exit Time
  • Date/Time record qualified for exit (conditions met or expiration time)
• Calculated Time-to-Action (in Seconds)
  • Incorporates Schedule calculations.  If Schedule is off, this will match the Raw Time-to-Action
    • With “Evaluate while Owner is working” ON, logic = [CCIO Processed At Time] - [Trigger Time of Exit] - non working hours 
• Raw Time-to-Action (in seconds)
  • End Time-Start Time 
  • Does not incorporate Schedule calculations
• Timer (in minutes)
  • User determined expiration time
• Evaluate while Owner is working
• User
  • Lookup to User object
  • Note - if the owner changes while the record is held, LeanData will not update this field.  To release the hold when the owner changes, add a rule for “Owner has changed.” 
• Queue/User ID
  • ID of the owner
• Entry Log
  • Lookup to Entry Log
• Node Name 
• Exit Edge Name
• Primary ID
  • ID of record routed
• Business Unit
• Recipient ID
  • Populated with the SFDC ID of the recipient specified in a NotifyPlus Node.
• Recipient Name
  • Populated with the SFDC name of the recipient specified in a NotifyPlus Node.
• Submitter ID
  • Populated with the Slack ID of the Slack user who completed a NotifyPlus Action button via Slack, if the SLA is met.
• Submitter Name
  • Populated with the Slack name of the Slack user who completed a NotifyPlus Action button via Slack, if the SLA is met.

Building Time-to-Action Reports in Salesforce

Building Time-to-Action Reports and Dashboards is done in Salesforce's native Reports and Dashboards interface, making it as flexible and customizable as you need. In order to do this, you must first create the appropriate Report Type and include your desired fields

Creating a Time-to-Action Report Type

1. Navigate to Salesforce Setup
2. Search & select Report Types on the left sidebar
3. Review the Salesforce Custom Report Types help text/overview then click Continue
4. Click New Custom Report Type

Steps 1-4

5. Under the Primary Object, select LeanData Time-to-Action Tracker
6. Add a Label & Report Name 
   1. Recommended: name it LeanData Time-to-Action Tracker then click Tab on your keyboard to auto-name the Name
7. Add a description
   1. Recommended: Use this report to track time-to-action on records assigned by LeanData.  Records must enter the "Hold Until" node to be tracked.
8. Select a Category
   1. I selected Other Reports since I’ll be using this report for various objects.
9. Set the Deployment Status to Deployed
10. Click Next, then Save

Steps 5-10

Adding Fields to your Report Type Layout

Before creating your reports and dashboards, you will need to add your desired fields onto the Report Type Layout. After adding these fields, they can be used as filters, groups, or fields in the report output.  By default, the LeanData Time-to-Action object comes with a limited set of fields. 

1. Under Fields Available for Reports, click Edit Layout

2. (Optional) Click Create New Section 
   1. This step is optional as it only helps with report/field organization
   2. The number of sections is dependent on the number of objects you plan to use 
   3. Create 4 new sections for the 4 different objects you'd like to reference
      1. Lead
      2. User
      3. Entry Log
      4. Exit Log
         1. Entry/Exit Logs provide more information on the “type” of routing that assigned the rep the record
3. After creating sections, find the View section on the right-hand side and click Add Fields Related via Lookup

4. Select an object name, such as User, and pull in fields that will matter to your organization for reporting purposes.  As an example, you may want to use these fields when reporting:
   1. Full Name
   2. Role
   3. Profile
   4. Manager
   5. Active

5. Repeat for every object.  For Entry/Exit Logs, we recommend adding the following fields:
   1. Routing Action
   2. Pre-Owner

When you have finished adding fields from your different objects, click Save

Building Your Reports and Dashboards

1. Navigate to Reports in Salesforce
2. Click on New Report

3. Search for the Time-to-Action Report Type you'd like to use to build your report

4. Start building / grouping by fields important to your organization such as:
   1. User Full Name
   2. User Manager
   3. Status 
5. Think over how you want to group your report in order to create a visual dashboard.  In the example above, we used 3 different reports and grouped by the following fields:
   1. Time-to-Action: Status
   2. Time-to-Action: Calculated Time-to-Action
      1. Bucket by Time
   3. Entry Log: Campaign
      1. Custom field mapped via Log Mapping & Metrics
   4. Entry Log: Matched Account Region 
      1. Custom field mapped via Log Mapping & Metrics
   5. Owner Role