Performance Metrics for Support Cases
NetSuite provides a comprehensive set of metrics for each support case, so support managers can see how effectively a case is being handled. You can find these metrics on the Metrics subtab of a case record.
Support managers can pull these metrics together for all cases using filters in a Case saved search. These filters can be used to monitor case performance across the organization, especially for SLAs (service level agreements). Combining these saved searches with the Case Alerts feature provides real-time monitoring and notification of potential SLA infringements. The following table lists all the performance metrics you can use for support cases.
For more information about case alerts, see Case Alerts on Support Cases.
For information about how to set up a support metric saved search, see Creating a Support Metric Saved Search.
|
Case Performance Search Filter |
Description |
|
Duration |
|
|
Time Elapsed (hours) |
Total number of hours the case has been actively running, excluding time spent on hold. |
|
Time On Hold (hours) |
Total number of hours the case has been on hold since case creation. |
|
Time Open (hours) |
Total number of hours the case has not been on hold or closed. This includes standard statuses and customizations of Not Started, In progress, Escalated, Reopened. |
|
Time to Close (hours) |
The difference between Date Created and Date Closed. |
|
Time to Assign (hours) |
The time between when the case was created and when it was assigned. |
|
Initial Response Time (hours) |
The time between when the case was created and when the customer got the first response. The system logs a response when you perform any of these from the case record:
The system also logs a response when a workflow or script sends an email from the case record. Automatic email notifications generated by the system don’t count toward the initial response time. For more information, see Customizing Support Notification Email. |
|
Basic Information |
|
|
Date Created |
The date and time when the case was created. |
|
Date Closed |
The date and time when the case was closed. |
|
First Updated |
The date and time when the case was first worked on (first edit). |
|
Date Last Modified |
The date and time when the case was last worked on. |
|
Date Last Reopened |
The date and time when the case was last changed from Closed to Re-opened. |
|
Interactions |
|
|
Support First Reply |
The date and time when the first reply message was sent to the customer. |
|
Last Customer Message Received |
The date and time of the last message received from the customer. |
|
Last Message Date |
The date and time of the last message received or sent related to the case. |
|
Issue Management |
|
|
First Issue Attached |
The date and time of when an issue was first attached to the case. |
|
Last Issue Attached |
The date and time of when an issue was last attached to the case. |
|
First Issue Removed |
The date and time of when an issue was first removed from the case. |
|
Last Issue Removed |
The date and time of when an issue was last removed from the case record. |