Using the Support Cases Page

Use the Support Cases page to provide analysis of support cases over a period of time using various measures.

Navigation

select Dashboards, then select CRM Reports, then select CRM: Support Cases

Image: CRM: Support Cases Dashboard

This example illustrates the fields and controls on the CRM: Support Cases Dashboard. You can find definitions for the fields and controls later on this page.

Usage	Reports	Dashboard Prompt
Provides analysis of support cases over a period of time using various measures.	This page is comprised of the following reports: Case Backlog Arrivals and Closure over Time SLA Met vs. SLA Missed Average Time to Close Cases First Call Resolution	Use the Support Cases page prompt to filter page results by: Business Unit Provider Group CasePriority Snapshot Date

Usage

Reports

Dashboard Prompt

Provides analysis of support cases over a period of time using various measures.

This page is comprised of the following reports:

Case Backlog Arrivals and Closure over Time
SLA Met vs. SLA Missed
Average Time to Close Cases
First Call Resolution

Use the Support Cases page prompt to filter page results by:

Business Unit
Provider Group
CasePriority
Snapshot Date

Case Backlog Arrivals and Closure over Time Report

Use the Case Backlog Arrivals and Closure over Time Report to to monitor the case arrival, case closure, and case backlog over time, as well as helping managers to identify the Provider Groups with the highest backlog, arrivals and closures and their priority distribution in the given business units.

Navigation

select Dashboards, then select CRM: Support Cases, then select Case Backlog Arrivals, then select Closure Over Time

Image: Case Backlog Arrivals and Closure over Time report

This example illustrates the fields and controls on the Case Backlog Arrivals and Closure over Time report. You can find definitions for the fields and controls later on this page.

CRM_CaseBacklogArrivalsandClosureOvrTimeReport

This report allows managers to monitor the case arrival, case closure, and case backlog over time, as well as helping managers to identify the Provider Groups with the highest backlog, arrivals and closures and their priority distribution in the given business units.

X,Y Axis Data	Measure Filter
The Case Backlog Arrivals vs. Case Closures over Time graph displays Snapshot Date on the x-axis and Counts (Arrival Count, Backlog Count, and Closed Count) on the y-axis. The actual counts displayed are determined by the selection in the Measure filter.	Use this filter to view report results by the following measures: All (Day) (default value) All (Year) Arrivals (Year) Backlog (Year) Closed (Year) All (Month) Arrivals (Month) Backlog (Month) Closed (Month) All (Week) Arrivals (Week) Backlog (Week) Closed (Week) Arrivals (Day) Backlog (Day) Closed (Day)

X,Y Axis Data

Measure Filter

The Case Backlog Arrivals vs. Case Closures over Time graph displays Snapshot Date on the x-axis and Counts (Arrival Count, Backlog Count, and Closed Count) on the y-axis.

The actual counts displayed are determined by the selection in the Measure filter.

Use this filter to view report results by the following measures:

All (Day) (default value)
All (Year)
Arrivals (Year)
Backlog (Year)
Closed (Year)
All (Month)
Arrivals (Month)
Backlog (Month)
Closed (Month)
All (Week)
Arrivals (Week)
Backlog (Week)
Closed (Week)
Arrivals (Day)
Backlog (Day)
Closed (Day)

Report Column / Measure Name	Report Column / Measure Origin
Backlog Count	Case Trend (F_CASE_TR) Fact Number of open cases + Number of cases on hold
Closed Count	Case Trend (F_CASE_TR) Fact Number of closed cases + Number of cancelled cases
Arrival Count	Case Trend (F_CASE_TR) Fact

Report Column / Measure Name

Report Column / Measure Origin

Backlog Count

Case Trend (F_CASE_TR) Fact

Number of open cases + Number of cases on hold

Closed Count

Case Trend (F_CASE_TR) Fact

Number of closed cases + Number of cancelled cases

Arrival Count

Case Trend (F_CASE_TR) Fact

SLA Met vs. SLA Missed Report

Use the SLA Met vs. SLA Missed report , which allows managers to monitor overall compliance to Service Level Agreements (SLAs).

Navigation

select Dashboard, then select CRM, then select Support Cases, then select SLA Met vs. SLA Missed

Image: SLA Met vs. SLA Missed report

This example illustrates the fields and controls on the SLA Met vs. SLA Missed report. You can find definitions for the fields and controls later on this page.

This report allows managers to monitor overall compliance to Service Level Agreements (SLAs). This metric provides insight into how provider groups and agents are measuring up for the SLA restore time goals.

X,Y Axis Data	View By Filter
The SLA Met vs. SLA Missed graph displays Provider Group on the x-axis and Closed Count, SLA Met Count, and SLA Missed Count on the y-axis. The x-axis can also display Priority or Business Unit, depending on your View By filter selection.	Use this filter to view report results by the following program types: Provider Group (default) Priority Business Unit

X,Y Axis Data

View By Filter

The SLA Met vs. SLA Missed graph displays Provider Group on the x-axis and Closed Count, SLA Met Count, and SLA Missed Count on the y-axis.

The x-axis can also display Priority or Business Unit, depending on your View By filter selection.

Use this filter to view report results by the following program types:

Provider Group (default)
Priority
Business Unit

Report Column / Measure Name	Report Column / Measure Origin
Closed Count	Case Trend (F_CASE_TR) Fact Number of closed cases + Number of cancelled cases
SLA Met	Case Trend (F_CASE_TR) Fact
SLA Missed	Case Trend (F_CASE_TR) Fact
SLA Met %	(SLA Met / Cases Closed) * 100
SLA Missed %	(SLA Missed / Cases Closed) * 100
Provider Group	Provider Group (D_PROVIDER_GRP) Dimension
Priority	Case Priority (D_CASE_PRIORITY) Dimension
Business Unit	Business Unit (D_BUSINESS_UNIT) Dimension

Average Time to Close Cases Report

Use the Average Time to Close Cases report to display the average number of days taken to close support cases by Provider Group, Agent, Priority and Business Unit

Navigation

select Dashboard, then select CRM, then select Support Cases, then select Average Time to Close Cases

Image: Average Time to Close Cases report

This example illustrates the fields and controls on the Average Time to Close Cases report. You can find definitions for the fields and controls later on this page.

This report displays the average number of days taken to close support cases by Provider Group, Agent, Priority and Business Unit.

X,Y Axis Data for Bar Chart 1	X,Y Axis Data for Bar Chart 2	View By Filter
The first graph displays Counts on the x-axis, and Business Unit on the y-axis. The x-axis can also display Priority or Business Unit, depending on your View By filter selection.	The second graph displays Average Days to Close on the x-axis, and Business Unit on the y-axis. The x-axis can also display Priority or Business Unit, depending on your View By filter selection.	Use this filter to view report results by the following program types: Provider Group (default) Priority Business Unit

X,Y Axis Data for Bar Chart 1

X,Y Axis Data for Bar Chart 2

View By Filter

The first graph displays Counts on the x-axis, and Business Unit on the y-axis.

The x-axis can also display Priority or Business Unit, depending on your View By filter selection.

The second graph displays Average Days to Close on the x-axis, and Business Unit on the y-axis.

The x-axis can also display Priority or Business Unit, depending on your View By filter selection.

Use this filter to view report results by the following program types:

Provider Group (default)
Priority
Business Unit

Report Column / Measure Name	Report Column / Measure Origin
Provider Group	Provider Group (D_PROVIDER_GRP) Dimension
Priority	Case Priority (D_CASE_PRIORITY) Dimension
Business Unit	Business Unit (D_BUSINESS_UNIT) Dimension
Closed Count	Case Trend (F_CASE_TR) Fact Number of closed cases + Number of cancelled cases
Average Days to Close	(Total number of days to close N cases) / N (where N is the number of closed cases)

First Call Resolution Report

Use the First Call Resolution report (Dashboard, CRM: Support Cases, First Call Resolution).

Image: First Call Resolution report

This example illustrates the fields and controls on the First Call Resolution report. You can find definitions for the fields and controls later on this page.

This report allows users to analyze the first call resolution rates for given Business Units, Provider Groups and their Agents, as well as helping managers understand if the first call resolution targets are being met for a given time period and what Provider Groups and Agents have the highest and lowest first call resolution rates.

X,Y Axis Data	View By Filter
The First Call Resolution graph displays Provider Group on the x-axis, and Closed Count, Arrival Count, and FCR Count on the y-axis. The x-axis can also display Priority or Business Unit, depending on your View By filter selection.	Use this filter to view report results by the following program types: Provider Group (default) Priority Business Unit

X,Y Axis Data

View By Filter

The First Call Resolution graph displays Provider Group on the x-axis, and Closed Count, Arrival Count, and FCR Count on the y-axis.

The x-axis can also display Priority or Business Unit, depending on your View By filter selection.

Use this filter to view report results by the following program types:

Provider Group (default)
Priority
Business Unit

Report Column / Measure Name	Report Column / Measure Origin
Provider Group	Provider Group (D_PROVIDER_GRP) Dimension
Priority	Case Priority (D_CASE_PRIORITY) Dimension
Business Unit	Business Unit (D_BUSINESS_UNIT) Dimension
Closed Count	Case Trend (F_CASE_TR) Fact Number of closed cases + Number of cancelled cases
Arrival Count	Case Trend (F_CASE_TR) Fact
FCR Count	Case Trend (F_CASE_TR) Fact
FCR %	(FCR Count / (Closed Case count + Cancelled case count)) * 100