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I am looking for a way to capture the number of incoming chats we get per hour for a particular month. For example : The number of incoming chats per hour for the month of November. Is this achievable through the chat transcript report type or via any other way ? Business requirement : This is required for audit purposes.

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  • Do you just care about hour in the day? Or the average hourly rate over that span?
    – Adrian Larson
    Jan 26, 2023 at 17:54
  • Primarily, it would be per hour everyday in November. An average count would be an additional good to have metric !
    – AlizehS
    Jan 26, 2023 at 19:33

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So, I don't have firsthand experience of chats myself (assuming they're the ones described here), but if they have a "Created Date" field, that seems the most promising direction for reports.

You can group those in reports by setting up a "row level formula" like the following, which displays the day of the month and the hour of the day: Row-level formula example

Note that if you're not looking for per-hour precision, you can also do this without a row-level formula, using "Group Date By..." when you have the date in question in one of the group rows. enter image description here

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  • Hey thank you for looking into this. I am actually using the Chat transcripts custom report type for this. It wouldn't allow me to create a row level formula due to this reason : salesforce.stackexchange.com/questions/389687/…. I'll attempt to create a formula field on the parent object using the formula you gave above.
    – AlizehS
    Jan 27, 2023 at 11:40
  • Formula field should also work, yes; the field name will look like "CreatedDate" instead of CREATED_DATE there, and the function names might not match either exactly, but the underlying logic should be the same. Jan 27, 2023 at 19:13
  • Hey, I tried creating a formula field with return type number using : (DAY(DATEVALUE(CreatedDate)) & (HOUR(TIMEVALUE(CreatedDate)) but i guess i am doing something incorrect here. Any ideas ?
    – AlizehS
    Jan 29, 2023 at 14:41
  • The "&" is a concatenation: it works on text, not numbers. So you need to convert the "day" and "hour" function outputs to text, via the "TEXT(whatever-you're-converting)" function. And then if you really want the result as numbers instead of text afterwards, use the "VALUE(whatever-you're-converting)" function. Feb 3, 2023 at 14:34

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