Case Activity by Support Rep Summary Report

The Case Activity by Support Rep Summary report shows you the following for each support rep with case activity in the time period you set:

Support Rep – name of Support Rep assigned to the case
Total Cases – total number of cases assigned to the Support Rep within the specified reporting period
Avg. Initial Response Time – the average time between assignment of the case to the support rep and the first case-related message, call or event
Avg. Time to Assign – the average time between case creation and assignment, excluding automatic assignments by rules and territories
Avg. Time to Close – the average time to close cases assigned to this rep based on the reporting period specified*
Avg. Interactions – the average number of messages, calls or events per case
First Contact Resolution Rate – the percentage of cases closed within the first message, call or event with customer

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.

* For cases placed On Hold during the reporting period, note the following: the on hold times are not included as part of the calculation in the Avg. Time to Close values.

To see the Case Activity by Support Rep Summary report:

Go to Reports > Customer Service > Case Activity by Support Rep.

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:

To see the Case Activity by Support Rep Summary report:

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