1. Support Management
  2. Monitoring Support Performance
  3. Support Reports
  4. Closed Case Analysis Summary Report

Closed Case Analysis Summary Report

The Closed Case Analysis Summary report shows a list of cases closed by each support rep, plus the average time it takes them to close a case.

This report is organized by support reps and their respective managers, so you can get an overview of how long it takes each rep to close a case.

Note:

To track the time spent on a case more accurately, try using On Hold case statuses. The On Hold case status temporarily pauses time tracking for support reps until the case status changes. For more information, see Creating Case Statuses.

To see the Closed Case Analysis Summary report:

Go to Reports > Customer Service > Closed Case Analysis.

A message appears indicating that your report is loading, and a status bar in the footer shows the progress. You can click Cancel Report next to the status bar to stop the report from loading.

Note:

This report doesn't support reporting by period, even if you set the Report by Period preference to All Reports. You can set this preference at Home > Set Preferences, the Analytics subtab.

For information about working with reports, see the following topics:

Related Topics:

General Notices