I would like to know of the "Open Cases", can we build something to show an age profile similar to something like "1-3 Days", "4-7 Days" "8-11 Days" etc.
For this I would like to be able to see by Group, which can be looked up in the table from the "Created By" (Column I) name. The "Created By" name in Column I may be blank if it was an "email received" from a customer rather than an "internal case", so will need to factor that in. Ideally something that will let me analyse similar to a pivot table, with a graph included as a bonus.
I have included a table template and would appreciate the help!
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For this I would like to be able to see by Group, which can be looked up in the table from the "Created By" (Column I) name. The "Created By" name in Column I may be blank if it was an "email received" from a customer rather than an "internal case", so will need to factor that in. Ideally something that will let me analyse similar to a pivot table, with a graph included as a bonus.
I have included a table template and would appreciate the help!
| Customer No | Status | Project | Media Type | Visibilty | Subject | Description | Created By | Created Date | Assigned To | Assigned Date | Closed By | Closed Date | Last Activity | Number of Attatchements | Number of Follow Ups | Code | Email Direction | Days to Complete | Days since Last Activity | Department | |
| man@imail.com | 957801 | Closed | Default | Internal | RE: Your Quote | Text about a random quote to a customer | Customer (John Smith) | 10/08/16 | David Davies | 10/08/16 | Tony Stark | 11/08/16 | 11/08/16 | 1 | 0 | Quote | Outbound Mail to Customer | 1 | 80 | Back Office | |
| theman@imail.com | 967802 | Closed | Default | Internal | System Issues | Text about a random system issue | Customer (Alan Roberts) | 15/08/16 | Peter Parker | 15/08/16 | Chris Martin | 15/08/16 | 15/08/16 | 0 | 0 | Billing | Outbound Mail to Customer | 0 | 76 | SME | |
| mantheman@imail.com | 977803 | Open | Default | Internal | System Issues | Text about a random system issue | AJ Mike | 20/08/16 | Tony Stark | 20/08/16 | 10/10/16 | 0 | 1 | Null | Outbound Mail to Customer | -42602 | 20 | Back Office | |||
| 987804 | Closed | Default | Internal | Random text about Random stuff | Customer (Sue Highway) | 10/09/16 | Elena Michael | 15/09/16 | Elena Michael | 10/10/16 | 10/10/16 | 0 | 3 | Billing | Outbound Mail to Customer | 30 | 20 | Sales | |||
| daman@imail.com | 997805 | Open | Default | Internal | What happened today? | Random text about office gossip | Steve Kelly | 15/09/16 | 0 | Null | Outbound Mail to Customer | -42628 | 42673 | Customer | |||||||
| zaman@imail.com | 1007806 | Open | Default | Internal | Welcome! | Text to welcome a random customer | Automail | 20/09/16 | 1 | Null | Outbound Mail to Customer | -42633 | 42673 | Customer | |||||||
| 1017807 | Closed | Default | Internal | FW: | A forwarded email with no real subject | Dev Patel | 25/09/16 | Bruce Wayne | 25/09/16 | John Smith | 05/10/16 | 1 | 0 | Sales | Outbound Mail to Customer | 10 | 42673 | Complaints | |||
| 1027808 | Open | Default | Internal | System Issues | Text about a random system issue | 10/10/16 | Michael Owen | 10/10/16 | 20/10/16 | 0 | 2 | Billing | -42653 | 10 | Front Office | ||||||
| Michael Drewsbury | 1037809 | Closed | Default | Internal | Copy of Sales | Text with a file included on forecasted sales | Helly Hansen | 15/10/16 | Kelly Smith | 15/10/16 | John Smith | 25/10/16 | 25/10/16 | 2 | 1 | Sales | Outbound Mail to Customer | 10 | 5 | Front Office |
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