Closed Case Analysis Detail Report

The Closed Case Analysis Detail report shows a list of closed cases, organized by the support reps they were assigned to. This report includes each case number, the date started, date closed, number of solutions, origin, and time it took to close the case. Click the case number or dates to view the case record.

This report gives you an overview of how many cases each support rep closes in a certain time, plus details of each 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 Open Case Analysis Detail report:

Go to Reports > Customer Service > Closed Case Analysis > Detail.

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