Case Activity by Support Rep Summary Report
The Case Activity by Support Rep Summary report shows you the following for each support rep with case activity in the time period you set:
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Support Rep – the name of the support rep assigned to the case
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Total Cases – the total number of cases assigned to the support rep during the specified reporting period
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Avg. Initial Response Time – the average time between assignment of the case to the support rep and the first case-related message, call, or event
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Avg. Time to Assign – the average time between case creation and assignment, excluding automatic assignments by rules and territories
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Avg. Time to Close – the average time to close cases assigned to the support rep during the specified reporting period*
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Avg. Interactions – the average number of messages, calls, or events per case
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First Contact Resolution Rate – the percentage of cases closed after the first message, call, or event with the customer
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.
* For cases placed On Hold during the reporting period, note the following: the on hold times are not included as part of the calculation in the Avg. Time to Close values.
To see the Case Activity by Support Rep Summary report:
Go to Reports > Customer Service > Case Activity by Support Rep.
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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:
Related Topics:
- Closed Case Analysis Summary Report
- Closed Case Analysis Detail Report
- Open Case Analysis Summary Report
- Open Case Analysis Detail Report
- Closed Case Escalation Summary Report
- Closed Case Escalation Detail Report
- Open Case Escalation Summary Report
- Open Case Escalation Detail Report
- Case Activity by Support Rep Detail Report
- Open Issues Summary Report
- Open Issues Detail Report
- Closed Issues Summary Report
- Closed Issues Detail Report
- Support Reports