Performance Metrics for Support Cases
NetSuite provides a comprehensive set of metrics for each support case. These metrics provide support managers greater visibility on how effectively a case is being handled. These metrics are available on the Metrics subtab of a case record.
Support managers can aggregate these metrics across all cases through the filters provided in a Case saved search. These filters can be used to monitor case performance across the organization, in particular with regards to SLAs (service level agreements). Combining these saved searches with the Case Alerts feature provides real-time monitoring and notification of potential SLA infringements. The following table shows the full list of available performance metrics for support cases. For more information on case alerts, see Case Alerts on Support Cases. For information on how to set up a support metric saved search, see Creating a Support Metric Saved Search.
|
Case Performance Search Filter |
Description |
|
Duration |
|
|
Time Elapsed (hours) |
Total number of hours the case has been actively running, excluding time spent on hold. |
|
Time On Hold (hours) |
Total number of hours the case has been on hold since case creation. |
|
Time Open (hours) |
Total number of hours the case has not been on hold or closed. This includes standard statuses and customizations of Not Started, In progress, Escalated, Reopened. |
|
Time to Close (hours) |
The difference between Date Created and Date Closed. |
|
Time to Assign (hours) |
The time between when the case was created and when it was assigned |
|
Initial Response Time (hours) |
The duration between the time the case was created and the first response to the customer. A response is logged in the system when you perform any of the following actions from the case record:
A response is also logged in the system when a workflow or script on the case record sends an email message. Automatic email notifications generated by the system do not affect the initial response time. For more information, see Customizing Support Notification Email. |
|
Basic Information |
|
|
Date Created |
The date and time when the case was created. |
|
Date Closed |
The date and time when the case was closed. |
|
First Updated |
The date and time when the case was first worked on (first edit). |
|
Date Last Modified |
The date and time when the case was last worked on. |
|
Date Last Reopened |
The date and time when the case was last changed from Closed to Re-opened. |
|
Interactions |
|
|
Support First Reply |
The date and time when the first reply message was sent to the customer. |
|
Last Customer Message Received |
The date and time of the last message received from the customer. |
|
Last Message Date |
The date and time of the last message received or sent related to the case. |
|
Issue Management |
|
|
First Issue Attached |
The date and time of when an issue was first attached to the case. |
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Last Issue Attached |
The date and time of when an issue was most recently attached to the case. |
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First Issue Removed |
The date and time of when an issue was first detached from the case. |
|
Last Issue Removed |
The date and time of when an issue was most recently detached from the case record. |