Reps can use this dashboard to get a comprehensive view of their caseload. Spot
high-level stats, such as total escalated cases, average time to close, percentage of first
contact resolution by channel, and more.
Required Editions
Cases Tab
| KPI |
CALCULATION |
formula |
| Total cases |
Total number of cases created. |
COUNTD(If LEFT([User].[User_Id],15) = USERID15() then [Case].[Case_Id]
END) |
| Open cases |
Total number of cases that remain open. |
sum(If LEFT([User].[User_Id],15) = USERID15() then [Open_Cases_clc]
END) |
| Total cases closed |
Total number of cases closed. |
If LEFT([User].[User_Id],15) = USERID15() then [Case].[Case_Id] END |
| Total escalated cases |
The total number of cases escalated. |
If LEFT([User].[User_Id],15) = USERID15() then [Case].[Case_Id] END |
| 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 re
immediately closed upon opening. |
AVG(if LEFT([User].[User_Id],15) = USERID15() then [BH_TimeToClose_clc]/(60*60)
END) |
| 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. |
AVG(if LEFT([User].[User_Id],15) = USERID15() then
[BH_TimeToFirstClose_clc]/(60*60) END) |
| % First time resolution |
The percent of cases that were closed with only one response, such as one
email, voice call, or messaging session. |
SUM(If LEFT([User].[User_Id],15) = USERID15() then [FCR_Flag_clc] END) /
COUNTD(If LEFT([User].[User_Id],15) = USERID15() then [Total_Cases_Closed_clc]
END) |
| Cases by priority |
Cases grouped by priority. |
|
| Cases by channel |
Cases grouped by channel, such as email or voice calls. |
|
Omni-Channel Tab
Quickly identify your routing efficiency and
performance across Omni-Channel routing and channels. Check on work volumes, accepted or
declined work, average handle times, average wait time, Omni utilization, and
more.
| ROUTING KPI |
CALCULATION |
formula |
| Total work items |
Total number of work items across all objects and channels, for support reps,
excluding bots. |
COUNTD(If LEFT([User].[User_Id],15) = USERID15() and [Is_Bot_SI_clc] = 'No'
THEN [Agent_Work].[Agent_Work_Id] END) |
| Accepted work items |
Offered work items that a support rep accepted. Percent of work items that were
answered within a specified time frame, such as twenty seconds, excluding bots. |
SUM(IF NOT ISNULL([Agent_Work].[Accept_Date]) AND [Is_Bot_SI_clc] = 'No' AND
LEFT([User].[User_Id],15) = USERID15() THEN 1 ELSE 0 END) |
| Declined work items |
The percentage of work that was assigned to support reps, but not
accepted. |
SUM(IF [Agent_Work].[Agent_Work_Status] IN ('Declined', 'Unavailable') AND
[Is_Bot_SI_clc] = 'No' AND LEFT([User].[User_Id],15) = USERID15() THEN 1 ELSE 0
END) |
| Avg handle time (Min) |
The amount of time a support rep spends on the work item until it's closed or
until they close the browser tab (whichever comes first). |
AVG(If LEFT([User].[User_Id],15) = USERID15() THEN
[Agent_Work].[Handle_Time]/60 END) |
| Avg wait time (Hours) |
The average time a customer waits for a response from a support rep. |
AVG([Agent_Work].[Speed_To_Answer]/3600) |
| Avg speed to answer (Mins) |
The average time a support rep takes to answer a query. |
AVG(If LEFT([User].[User_Id],15) = USERID15() then
[Agent_Work].[Speed_To_Answer]/60 END) |
| Omni Utilization |
The percentage of time support reps were actively engaged. |
(SUM(If LEFT([User].[User Id],15) = USERID15() then [Total Online Duration]
end)-SUM(If LEFT([User].[User Id],15) = USERID15() then [Agent Service
Presence].[Idle Duration] end ))/SUM(If LEFT([User].[User Id],15) = USERID15() then
[Total Online Duration] end) |
| Avg handle time by channel |
The amount of time a support rep spends on the work item per channel until it's
closed or until they close the browser tab (whichever comes first). |
SUM(If LEFT([User].[User Id],15) = USERID15() then [Agent Service Presence].[At
Capacity Duration] end)/SUM(If LEFT([User].[User Id],15) = USERID15() then [Total
Online Duration] end) |
