Open Case Analysis Detail Report
The Open Case Analysis Detail report shows a list of cases assigned to each support rep, along with the case number, date created, status, time spent, last modified, and company for each open case. Click the case number or dates to view the case record.
This report gives you updates on what members of your support team are working on and how long each case has been open.
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 > Open 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.
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:
- Closed Case Analysis Summary Report
- Closed Case Analysis Detail Report
- Open Case Analysis Summary Report
- Closed Case Escalation Summary Report
- Closed Case Escalation Detail Report
- Open Case Escalation Summary Report
- Open Case Escalation Detail Report
- Case Activity by Support Rep Summary Report
- Case Activity by Support Rep Detail Report
- Open Issues Summary Report
- Open Issues Detail Report
- Closed Issues Summary Report
- Closed Issues Detail Report
- Support Reports