Get a comprehensive view of your service team’s caseload. Spot high-level stats, such
as total escalated cases, average time to close, percentage of first contact resolution, and
more.
Required Editions
| KPI |
CALCULATION |
| Total cases |
Total number of cases created. |
| Total cases closed |
Total number of cases closed. |
| Total escalated cases |
The total number of cases escalated. |
| Avg time to close (Hrs) |
The amount of time between when the case was created and when it was closed for
the last time. Includes when cases are reopened, and excludes cases that are
immediately closed upon opening. |
| Avg time to first close (Hrs) |
The amount of time between when the case was created and when it was closed for
the first time. This total excludes cases that are immediately closed upon
opening. |
| % First time resolution |
The percent of cases that were closed with only one response, such as one email,
voice call, or messaging session. |
| Cases by priority |
Cases grouped by priority. |
| Case volume by origin |
The number of cases received for a specific channel or during a specific time
period. |
| Case volume trendline |
See case trends over time. Filter by day, week, or month. |
| Case details |
Deep dive into the details for each case. |
| Cases by status |
Cases grouped by status, such as new or closed. |
| Cases by channel |
Cases grouped by channel, such as email or voice calls. |
| Cost |
Cost per case based on an input value provided during setup for an estimated hourly cost for your service reps. |
