Hi everyone,
I have a OOB integer field called updates(sys_mod_updates) on the Case table that increments whenever any change is made on the case form (essentially tracking touchpoints).
I want to build a report that shows the average number of touchpoints per agent (Assigned to) for each hour of the day.
For example:
Between 09:00–10:00, how many updates did Agent A make on average?
Between 10:00–11:00, how many updates did Agent B make?
…and so on.
I'm trying to figure out the best way to use either:
to generate a report with the X-axis grouped by each hour of the day.
Has anyone implemented hourly analysis of case updates or touchpoints? What is the best reporting or PA approach to achieve this?
