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Monitor Queue Members with Reports
See all users, roles, public groups, and territories added to your queues. Create a custom report type before building reports on queue members.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create and update custom report types: | Create and Customize Reports AND Manage Custom Report Types |
| To create, edit, and delete reports: | Create and Customize Reports AND Manage Custom Report Types |
- Create a Custom Report Type for Queue Members
Before you can build reports on queue members, create a custom report type. - Report on Queue Membership
Build a report on queue members. Queue members can be users, roles, public groups, territories, connections, and partner users.
Create a Custom Report Type for Queue Members
Before you can build reports on queue members, create a custom report type.
Required Editions
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions |
| User Permissions Needed | |
|---|---|
| To create and update custom report types: | Create and Customize Reports AND Manage Custom Report Types |
- From Setup, in the Quick Find box, enter Report Types, and then select Report Types.
- Select Group Member as the Primary Object. Queues are a type of group.
- Add a label and description.
- Choose which category to store the report in.
- Select a Deployment Status.
- Click Next, and then save.
- To customize which fields are displayed in the custom report type, in the Fields Available for Reports section, click Edit Layout. To add fields, click Add fields related via lookup, and then select any of these supported fields: Group ID, Group Name, Group Type, Included Group ID, Included Group Name, Included Group Type, User ID, User Full Name, User Active, User Type, and User Email. Click OK, and then click Save.
- Save your work.
Report on Queue Membership
Build a report on queue members. Queue members can be users, roles, public groups, territories, connections, and partner users.
Required Editions
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions |
| User Permissions Needed | |
|---|---|
| To create and update custom report types: | Create and Customize Reports AND Manage Custom Report Types |
Here’s how to configure a sample queue members report.
- Create a new report. Select the custom report type created for queue members.
- To see all queue members, adjust your filters so that Show Me is set to All group member and Created Date is set to All Time.
- Under Columns, select which fields to display.
- To see only members of queues and filter out other types of groups, add a filter for Group: Type so that the field’s value must equal Queue. There are multiple values available for Group: Type, but only Queue and Regular, for public groups, are supported.
- Group rows to help with your analysis. For example, group by the queue’s name or ID to see which users or other included groups are members. You can also group by the member’s name or ID to see which queues they’re added to.
- To help with your analysis, add charts for a visual overview of your data.
For queues containing all users in a specified role, the report displays the role sharing group ID in the Included Group: Group ID field. The role’s ID isn’t displayed. For more information, see Role and Territory Sharing Groups in Salesforce Help.
