Open Case Analysis Summary Report

The Open Case Analysis Summary report shows a list of open cases, and the average time each support rep spends on a case.

This report gives you an overview of how efficiently your support team is handling cases and how large your current case load is.

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 Open Case Analysis Summary report:

Go to Reports > Customer Service > Open Case Analysis.

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 Open Case Analysis Summary report:

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