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:

Support Rep – the name of the support rep assigned to the case
Total Cases – the total number of cases assigned to the support rep during the specified reporting period
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
Avg. Time to Assign – the average time between case creation and assignment, excluding automatic assignments by rules and territories
Avg. Time to Close – the average time to close cases assigned to the support rep during the specified reporting period*
Avg. Interactions – the average number of messages, calls, or events per case
First Contact Resolution Rate – the percentage of cases closed after the first message, call, or event with the customer

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.

* 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.

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 Case Activity by Support Rep Summary report:

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