Case Activity by Support Rep Detail Report

The Case Activity by Support Rep Detail report shows the following details for each case with activity in the time period you set, sorted by the assigned support reps:

Case number – the number of the case record
Date Created – the date the case was originally submitted
Last Modified – the last date the case was updated
Stage – the most recent status
Company – the company reporting the case
Time To Assign – the time from case creation to assignment to a support rep
Time to Close – the time from case creation to setting its status to Closed
Interactions – the number of messages, calls, or events associated with the case
Initial Response Time – the time between case assignment and the support rep's first message, call, or event
Resolved on First Contact – displays Yes for cases closed after the first message, call, or event

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 Case Activity by Support Rep Detail report:

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

To see the Case Activity by Support Rep Detail report:

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