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 automatically tracks the date/time a record enters and exits a Track SLA node in a Routing graph, and records those times in this object.

How LeanData records entry and exit times depends on the SLA Criteria you select on the Track SLA node:

• Exit on First SLA Met. The record exits the node as soon as the first SLA rule is met, and LeanData writes one Time-to-Action record.
• Exit After All SLAs Met. The record exits only after every SLA rule is met. LeanData writes a Parent Time-to-Action record for the overall SLA, plus a Child Time-to-Action record for each condition group, so you can report on overall compliance and on each rule individually.
• No SLA Tracking. The record stays in the node until the time expires, and no Time-to-Action record is written.

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

When Extended Tracking is enabled, Time-to-Action keeps calculating past the SLA Timer until the record exits through the Time Expired edge, so you can measure the full time to action even after an SLA is missed.

This allows 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.

You access this through native SFDC reporting functionality after you set up a Custom Report Type that includes this object.

 

Install the LeanData Reporting Managed Package

To install the LeanData Reporting Managed Package, please use the following link:

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. With Exit After All SLAs Met, LeanData writes a Parent record for the overall SLA and a Child record for each condition group.	Calculated Time-to-ActionSee list of fields below.
Parent Time-to-Action TrackerRelated via lookup	Captures the relationship from a Child Time-to-Action record to its Parent. Use it to roll Child records up to the Parent that represents the overall SLA.	Parent SLA compliance
Lead/Contact/Account/ Opportunity/CaseRelated 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 StatusConverted
UserRelated via lookup	Captures attributes of the SLA Owner. Segment SLAs based on the Owner's Territory, Manager, etc.	ManagerDepartment
Entry LogRelated via lookup	Captures information about routing* at the time of entry into the Track SLA node.	Routing ActionRound Robin Grouping Name
Exit LogRelated via lookup	Captures information about routing at the time of exit out of the Track SLA 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 before the SLA Timer expired and the hold ended. With Extended Tracking enabled, the Status flips to Missed at SLA Timer expiration even though the record stays in the node while Time-to-Action keeps calculating.
  • Aborted
    • Tracking was aborted due to conflicts. This includes graph deployment changes, such as a condition group being removed from the graph while a record is still in the node. A condition group that was already met keeps its Met status, while a condition group that was not yet met is set to Aborted.
• 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.
    • When the record exits through the Time Expired edge, the Calculated Time-to-Action covers the SLA Timer plus any Extended Tracking window, minus non working hours when “Evaluate while Owner is working” is on.
• Raw Time-to-Action (in seconds)
  • End Time - Start Time.
  • Total wall-clock time the record spent in the node, including any Extended Tracking window.
  • Does not incorporate Schedule calculations.
• SLA Timer (in minutes)
  • The expiration time you set for the SLA on the node.
• Extended Tracking (in minutes)
  • The amount of time the node holds the record after the SLA Timer expires while it continues to calculate Time-to-Action.
• TTA Type
  • Identifies whether the record is a Parent or a Child Time-to-Action record.
• Parent Time-to-Action
  • Lookup populated on a Child record that points to its Parent Time-to-Action record. Populated when Exit After All SLAs Met is used.
• SLA Rule Name
  • On a Child record, identifies which SLA rule (condition group) the Child represents.
• 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.
• Notification Status
  • Set for each SLA Reminder Notification. Values are Pending, Sent, and Error.
• Notification Channel
  • The channel used for an SLA Reminder Notification. Email, Slack, or Teams.

 

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

When you use Exit After All SLAs Met, you can report at two levels:

• Parent Time-to-Action report. Report on Parent records to see overall SLA compliance for each record.
• Child Time-to-Action report. Report on Child records to break compliance down by rule. Group Child records by SLA Rule Name to see which conditions are met or missed most often.

 

 

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 Track SLA 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.

Make sure the following Time-to-Action fields are included on your layout so you can use them as filters, groups, or columns:

• TTA Type
• Parent Time-to-Action
• SLA Rule Name
• Extended Tracking
• Notification Status
• Notification Channel

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

 

For questions or additional assistance please contact LeanData Support.