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Service Cloud Swarming Reports and Dashboards
See the impact Swarming has on your business
- Business Need
- Dashboards & Reports
Predefined reports and a dashboard to help you see who is contributing and what impact Swarming is having on key service metrics.
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Great start but some strange results when drilling down
I think that this is a great start that gives lots of interesting information about the swarms. However, I have had some issues when drilling into the reports and changing dates. For example, on the Swarming Impact Dashboard, the first report is Swarm Requestors. When I have the date range set to the full year or quarter, the Swarm: Created By: Full Name has no blank values, ie - there is a name and record count on every line. However, when I change the filters "Assigned Data Time" to Last Month, there is now a "-" on the first line of the report in the "Swarm: Created By: Full Name field and 197 records. But if I drill into any of those records, there is in fact a created by. So I am not sure why it would not display correctly with the shortened timeframe. Support's solution was to create my own report type instead of using "Cases with or without swarms", but there is definitely something funky with that report type that does not allow you to filter on anything from the swam member object without getting incorrect results.
Hi Kim, The records grouped under the “-“ category are the ones that do not match the filter criteria (Assigned Date Time in your case). The rest of the records (not grouped under the “-“ category) are the ones that match your criteria (Assigned Date Time = Last Month).
The null values on Last Month are the ones that don’t match the filter criteria (they were not assigned Last Month). If you don’t want these null values to show, you can add a Cross Filter on the report instead.