Case Activity by Support Rep Detail Report

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

Case number – number of the case record
Date Created – the date the case was originally submitted
Last Modified – the most recent date the case was updated
Stage – the most recent status
Company – the company reporting the case
Time To Assign – time from case creation to assignment to a support rep
Time to Close – 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 with the first message, call or event

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 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. 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 Detail report:

Related Topics: