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This report charts speed of response for new, "untouched" marketing leads. When paired with the right lead sources, you should see a direct correlation between speed of response and contact and qualifying rates.

  1. Create a new Leads type report in Salesforce.
  2. Set the default filters.
    • Show: "My Leads"
    • Date Field: "Create Date"
    • Range: "Last 120 Days"
  3. Add a custom field filter for ResponseTime not equal to "" (blank).
  4. Under the Preview heading, change the format dropdown from "Tabular" to "Matrix" format.
  5. Remove unnecessary detail columns by clicking the Remove All Columns link.
  6. Drag the "Created Month" field from the Fields heading into the row grouping area.
  7. Next we need to create a bucket field to group response times together. We want to separate those that were responded to in five minutes or less, versus those that took longer. Double-click Add Bucket Field, and edit the following settings:
    • Source Column: "ResponseTime"
    • Bucket Field Name: Response Time
    • When you selected "Response Time" as the source column, the bucket field displayed a set of range definitions. For this bucket field we only need two ranges:
      Range Name
      <= 300 <= 5 Minutes
      > 300 > 5 Minutes
    • Leave the "Treat empty ResponseTime values" field unchecked.
    • Click OK to finish adding the bucket field.
  8. Drag the new Response Time bucket field into the matrix column grouping.
  9. Now you'll need to create a formula calculating the percentage of first dials made within five minutes. Double-click the Add Formula link and edit the following settings:
    • Column Name: "Percent of Calls"
    • Description: As needed
    • Format: "Percent"
    • Where will this formula be displayed? "At a specific row / column grouping level"
    • Row Grouping Level "A": "Created Month (by Day)"
    • Column Grouping Level "B": "Response Time"
  10. Type RowCount/ as the initial text in the formula area.
  11. In the Functions dropdown, find the PARENTGROUPVAL function and select it.
  12. Set the two PARENTGROUPVAL dropdowns.
    • Set the top dropdown to "Created Month (by Day)."
    • Set the bottom dropdown to "Column Grand Summary."
  13. Click the < Insert button to push the function into the formula.
  14. Change the summary_field text in the formula to RowCount.
  15. Click OK to finish adding the formula.
  16. Now would be a good time to add a "dummy" detail field to the matrix display. Click the Show dropdown next to the Matrix Format dropdown, and checkmark "Details."
  17. Choose a field from the Fields panel and drag it into the empty space to the right of the Grand Total column in the matrix. It doesn't really matter which field; for this report we chose the "Lead Source" field.
  18. Before we drag the formula in, we want to add another summarizable field first. Find the "Response Time" field in the Fields panel and drag to the matrix summary area.
  19. When you drop the field in place, Salesforce will ask you to choose how you want the field summarized. Click the checkmark for Average, and click Apply.
  20. Now go ahead and drag the "Percent of Calls" formula into the matrix summary area.
  21. Finally we need to create the visual chart. Click Add Chart and edit the following settings:
    • Select Type: Pie Chart (fourth icon from the left)
    • Values: "Record Count"
    • Wedges: "Response Time"
    • Click OK to finish.
  22. The report's ready to save! Click the Save button, add it to a report folder, and you're done.

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