Tracking Response Times

Available in Version 4.1 and up

Lead Converted event available in Version 4.7 and up

Kubaru allows you to track how long it takes users to respond to assignments. This is a crucial metric for evaluating the effectiveness of your assignment strategy.

There are several events that can be used to measure response:

• Status Updated: response time is recorded any time an assigned records status is updated from its original value. To use this option, you must have a status field selected for the object in the Settings tab of the Kubaru Console. Additionally, this status field must have field history tracking enabled.
• Lead Converted (only available for the Lead object): response time is recorded when the lead is converted.
• Task Completed: response time is recorded when a task is completed.
• Email Sent: response time is recorded when an outbound email is sent through Salesforce. You must have Enhanced Email enabled in your org to use this option.
• Event Created: response time is recorded when an event is created.
• Pull From Date/Time Field: response time is pulled from the value of a date/time field that you specify. Use this option when you want to customize how responses are recorded in a way that the above options do not capture.

After assigning a record Kubaru will listen for the above events. The response time will be recorded when any of the selected events occurs.

Response evaluation will terminate if no response is detected within 90 days.

Things to keep in mind

• Changes made to these settings will not impact tracking for assignments that have already been made.
• If you are using Pull From Date/Time Field and the API name of your selected field is subsequently changed, this event will no longer function until the field has been re-selected under its new name in your router.
• Response times are recorded to each record’s assignment log. You can view and aggregate response times using Salesforce reports/dashboards based on the Kubaru Assignment Log object. For convenience, our package includes a pre-made report called Kubaru Assignment Response Times that you can find in the Kubaru Reports report folder.

Response Time Context Schedules

Available in Version 4.5 and up

It’s common to want to exclude non-working hours when calculating response time. You can select which associated schedules should be applied when calculating response time:

• Distribution Schedule: this is the schedule associated with the router.
• Holiday Schedule: this is the holiday schedule associated with the router.
• Member Schedule: this is the schedule assigned to the record recipient.

When multiple schedules are selected, time is only counted when all selected schedules overlap. E.g. if Distribution Schedule (8 am-5 pm) and Member Schedule (9 am-6 pm) are selected, time will only be counted from 9 am-5 pm since this is the time both schedules have in common.

To take this example one step further, if a record is assigned at 4:43 pm, but isn’t responded to until next day at 9:43 am, this would be considered a 60-minute response.

Enable Status Field History Tracking

Salesforce Classic

1. Navigate to Setup.
2. For Standard Objects, search the object name in the Quick Find box, and select Fields under that object.
3. For Custom Objects, go Create > Objects and select the proper object. If Track Field History is not checked, click Edit, check the box, and click Save.
4. Click the Set History Tracking button. For Standard Objects, make sure Enable [Object Name] History is checked.
5. Check the name of your status field and click Save.

Salesforce Lightning Experience

1. Navigate to Setup.
2. Click into the Object Manager tab.
3. Type the object name in the Quick Find and select the object.
4. For Custom Objects, if Track Field History is not checked, click Edit to check it then click Save.
5. Click into Fields & Relationships on the left pane.
6. Click Set History Tracking at the top-right. For Standard Objects, make sure Enable [Object Name] History is checked.
7. Check the name of your status field and click Save.

Enable Enhanced Email

1. Navigate to Setup.
2. Search for Enhanced Email in the Quick Find and select it.
3. Click the Enable button. Note: if you only see a Disable button, this means that Enhanced Email is already enabled.