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

Open Case Analysis Summary Report

The Open Case Analysis Summary report lists the total number of open support cases. It also provides the average time spent on a case by each support rep.

This report provides an overview of how efficiently your support team is handling cases and how large your current case load is.

Note:

To track the time spent on a case more accurately, you might want to take advantage of On Hold case statuses. The On Hold case status temporarily pauses the time tracking for support reps answering and resolving cases until the status is changed. For more information, see Creating Case Statuses.

To see the Open Case Analysis Summary report:

Go to Reports > Customer Service > Open Case Analysis.

A message appears indicating that your report is loading. The status bar in the footer of the report indicates the progress as your report loads. You can click Cancel Report next to the status bar to stop the report from loading.

Note:

This report does not support reporting by period even when the Report by Period preference is set to All Reports. The Report by Period preference can be configured at Home > Set Preferences, the Analytics subtab.

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

Related Topics:

General Notices