Use the Overall Analysis dashboard to gain crucial insights into your case management
efficiency. Analyze total cases, total cases closed, and total escalated cases to understand
your workload. Track the average time to close and first-time resolution percentage to measure
how well you resolve cases. Review the case volume by origin and the case volume trend line to
find patterns and manage resources well.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
Filter the data in the Overall Analysis dashboard by queue, case origin, priority, and
contact reason to get personalized and targeted analysis.
- The Overview section highlights crucial metrics for evaluating case management efficiency,
including total cases, total cases closed, total escalated cases, and avg. time to
close.
- The Data Explorer section highlights crucial insights into work volume trends and
distribution, providing a comprehensive overview of the case volume by origin and case
volume trends.
Learn the definitions of key metrics in the Overall Analysis dashboard.
| METRIC |
DESCRIPTION |
| Total Cases |
Shows the overall number of customer issues or requests. |
| Total Cases Closed |
Shows the total number of customer issues that were resolved. |
| Total Escalated Cases |
Shows the total number of cases moved to a higher level of support. |
| Avg. Time to Close |
Shows the average time it took to resolve customer issues. |
| Case Volume by Origin |
Helps you categorize customer issues by their source. |
| Case Volume Trendline |
Shows the changes in the volume of customer issues over time. |
| First-Time Resolution Percentage |
Shows the percentage of customer issues resolved on the first contact. |
