For this report we want to visualize the effect of immediate response on correct contact rates. When immediate response best practices are followed, you should see an increase in overall contact rates, and higher contact rates for calls made earliest in the response cycle.

  1. Create a new Activities >> Activities with Leads type report in Salesforce. You may need to click the Show More link in the report type list to see this as an available option.
  2. Set up the following standard filters:
    • Show: "All Activities," "Completed Activities," "Tasks"
    • Date Field: "Lead: Created Date"
    • Range: "Last 30 Days"
  3. Set up the following custom field filters:
    • Call Dial Number equals "1"
    • Call Result not equal to "" (blank)
    • ImpressionId not equal to "" (blank)
  4. When finished, the filters should look as shown.
  5. Change the report type from "Table" to "Matrix."
  6. Click Remove All Columns to remove the extraneous detail fields (remember that we'll need to add a "dummy" field back in just a minute).
  7. Now we need to create a Bucket Field to group our desired response times together. Click the Add Bucket Field link.
  8. Set the bucket field Source Column to "ResponseTime"
  9. Give the bucket field the name, "Response Time."
  10. When you selected "ResponseTime" as the source field, the display opened up an area to define the response time ranges. What we want to do is chart a set of ranges, in seconds, that correspond to the various "tiers" of response time.

    We're going to have seven (7) ranges in the list. Each range will have an upper and lower range limit and a name. The range limits need to follow proper mathematical notation.

    Range # Range Name
    1 <= 300 <= 5 Min
    2 >300 to 600 5 - 10 Min
    3 >600 to 900 10 - 15 Min
    4 >900 to 1,200 15 - 20 Min
    5 >1,200 to 1,500 20 - 25 Min
    6 >1,500 to 1,800 25 - 30 Min
    7 >1,800 30+ Min
  11. Click OK to finish the bucket field. Now drag the new "Response Time" bucket field to the row grouping area.
  12. Now we need to create a second bucket field to group our call results into "Correct Contacts" and "Other." Add a new Bucket Field, and give it the following settings:
    • Source Column: "Call Result"
    • Bucket Field Name: "Call Result"
    • New Bucket: Correct Contact
    • New Bucket: Other
    • Click Search to find the call result list. Add "Correct Contact" to the Correct Contact bucket.
    • Add all other values to the Other bucket.
    • Click OK to add the bucket.
  13. Now drag the "Call Result" bucket field into the column grouping area.
  14. Next we need to create a formula to calculate the call result percentages. Double-click the Add Formula link.
  15. Give the formula the following settings:
    • Column Name: Percent
    • Description: As appropriate
    • Where will this formula be displayed? "At a specific row/column grouping level"
    • Grouping Assignment "A": "Response Time"
    • Grouping Assignment "B": "Call Result"
    • Formula:


      This requires setting up the PARENTGROUPVAL function, and inserting it. Set the top dropdown for the function to "Response Time," set the bottom dropdown to "Column Grand Summary," then < Insert the formula.

      The "BucketField_XXXXXXX" should correlate to the bucket field entry we created for Response Time.

    • Change the summary_field entry in the inserted formula to read RowCount.
    • Click OK.
  16. Before we can drag the formula to the column grouping area, we need to add a "dummy" details field back. In the Preview heading, click the Show dropdown and checkmark "Details."
  17. Drag a "dummy" field into the details area to the far right of the Grand Total column in the matrix. For this report, "Call Date / Time" isn't a bad choice.
  18. With the detail field added, now we can drag our "Percent" formula into the column grouping area.
  19. The last step is to set up the visual graph. Click Add Chart and edit the following settings:
    • Select Type: Set to vertical bar chart (second icon from the left).
    • Y-Axis: "Percent"
    • X-Axis: "Response Time"
    • Group By: "Call Result"
    • Set the grouping visualization to show the call results side-by-side (the far left icon in the Group By heading).
    • Checkmark "Plot additional values."
    • Checkmark "Use second axis."
    • Set Display to "Line."
    • Value: "Record Count"
    • Click OK.
  20. The report is ready! Click to Save, give the report a name and add it to a folder.

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