When the numbers matter, make sure they are seen. Summary Alerts track key totals, trends, and thresholds across your Salesforce data and notify the right people when it is time to act. Overdue tasks per rep, unassigned cases in a queue, a sudden dip in new leads — Act On It runs the calculation and delivers the insight automatically.

Walkthrough: Unassigned Cases Summary

This article explains how to configure a Data Summary automation to regularly check for Case Queues with an excessive backlog of unassigned Cases, and send a summary to managers so they can manually reassign for faster resolution.

Go to the Act On It Lightning app and select the "Message Automation" tab.

Click "New" and select the "Data Summaries" option.

Give the automation a name (e.g. "Unassigned Case Backlog Tracker") and description (e.g. "Notify service managers when a queue has more than 5 open cases that are older than 4 hours.").

Select "Cases" as the record type to track, and click "Next".

Note - Admins can enable notifications for custom objects too.

Define your summary criteria. 

• Act On It lets you calculate sums, averages, maxes, mins, or record counts across filtered groups of records. For example, total the Amount for all Opportunities won last month. 
• Choose to summarize 'total number' of Cases.
• Conditions then allow you to precisely define which records to include in your calculation. Click here to learn more.
• Click "Manage Conditions".
• Set conditions to only include:
  • Open Cases.
  • Assigned to certain queues.
  • Unmodified for over 4 business hours.

• Click "Add Grouping".
• Group by "Owner >>> Full Name" to show a count of Cases per Queue Owner.
• Only notify if there are more than 5 unassigned Cases in the queue.
• Click "Next" to continue.

Choose how frequently you'd like Act On It to check.

• Select "Multiple Times a Day".
• Every 2 hours.
• Between 8am and 8pm (GMT).
• Monday to Friday.

Choose who to notify. You can notify any combination of users, queues, roles, groups OR a target related user (but not both):

• Select "Add Or Remove".
• Select "Public Groups".
• Choose "Customer Service Team Leaders".
• Select "Roles"
• Choose "Customer Support, International".
• Click "Confirm" to add to the list, "Confirm" to submit the changes, and "Next".

Configure the message that will be sent:

• Search for an existing Message Type or create a new one. Existing types can be reused across automations. Click here for details on creating a new Message Type.
• Preview how the message will look by firing a test message.
• Click "Next" to proceed.

Review the summary:

• Confirm the alert, recipients and summary criteria are correct.
• Return to a previous step to make any changes.
• Click "Yes, Save Message Automation".

Your automation is now active. Service managers and team leaders will be notified whenever one or more of Case Queues have over 5 Cases that have remained unedited for over 4 operational business hours. Messages delivered will be visible under the 'Messages' tab of the Act On It Lightning Application.

For details on finding and fine tuning your automation, click here.