Administrator analytics

Report	Description
Average Close Time	This report shows the average time that was spent on cases from creation to closure within the selected time frame. The date range filter filters by the dates that the cases were closed.
Arrivals Versus Closures	This report compares the total number of cases, or arrived cases, and the number of cases that were closed. Results are organized by population.
By Category	This report shows the number of active, open cases that were created within the selected time frame, organized by category name.
By Source	This report shows the percentage of non-archived cases that were open within the selected time frame. Data is grouped by source of contact.
By Topic	This report shows the number of active, open cases that are within the selected time frame. Data is grouped by topic.
By Closed SLA	This report shows the number of active, open cases currently assigned to the logged in agent, grouped by priority. Within each priority type, the number of cases that are on target, at risk, and missed are shown. The SLA range is the difference between the case creation date and the configured SLA due date. This value is measured to the lowest level of granularity set for Topic, Category and Subcategory. For example, the SLA due date for a Subcategory supersedes the SLA due date for the category. The SLA due date for a category supersedes the SLA due date for the topic. On Target: 26-100% of the SLA range. At Risk: 1-25% of the SLA range. Missed: The case has passed the SLA Due Date.
By First Contact	This report shows the percentage and number of closed, non-archived cases that were resolved at first contact in accordance with the policy of the organization. Yes: Indicates cases were resolved at first contact. No: Indicates cases were not resolved at first contact. Undefined: Resolved cases where the First Contact Resolution setting was not utilized because an employee closed the case using a self-service module or because an agent had closed the case using the Active Cases report's bulk close feature. You can view the number of cases, instead of percentage, by moving the mouse over a pie chart segment.
By First Contact By Tier	This report shows the percentage and number of closed, non-archived cases that were resolved at first contact in accordance with the policy of the organization. The data is organized by tier.
Open Cases By Priority	This report shows the number of open cases, grouped by priority.
Open Cases By Topic	This report shows the number of open cases, grouped by topic.
Resolution By Tier	This report shows the number of cases that were resolved, grouped by tier.
Same Day Resolution	This report shows the number of cases that were resolved the same day that they were opened. Data is grouped by organization.
By Time Of Day	This report shows the number of cases, grouped by the time of day the cases were created.

Average Close Time

This report shows the average time that was spent on cases from creation to closure within the selected time frame. The date range filter filters by the dates that the cases were closed.

Arrivals Versus Closures

This report compares the total number of cases, or arrived cases, and the number of cases that were closed. Results are organized by population.

By Category

This report shows the number of active, open cases that were created within the selected time frame, organized by category name.

By Source

This report shows the percentage of non-archived cases that were open within the selected time frame. Data is grouped by source of contact.

By Topic

This report shows the number of active, open cases that are within the selected time frame. Data is grouped by topic.

By Closed SLA

This report shows the number of active, open cases currently assigned to the logged in agent, grouped by priority. Within each priority type, the number of cases that are on target, at risk, and missed are shown.

The SLA range is the difference between the case creation date and the configured SLA due date. This value is measured to the lowest level of granularity set for Topic, Category and Subcategory. For example, the SLA due date for a Subcategory supersedes the SLA due date for the category. The SLA due date for a category supersedes the SLA due date for the topic.

On Target: 26-100% of the SLA range.

At Risk: 1-25% of the SLA range.

Missed: The case has passed the SLA Due Date.

By First Contact

This report shows the percentage and number of closed, non-archived cases that were resolved at first contact in accordance with the policy of the organization.

Yes: Indicates cases were resolved at first contact.

No: Indicates cases were not resolved at first contact.

Undefined: Resolved cases where the First Contact Resolution setting was not utilized because an employee closed the case using a self-service module or because an agent had closed the case using the Active Cases report's bulk close feature.

You can view the number of cases, instead of percentage, by moving the mouse over a pie chart segment.

By First Contact By Tier

This report shows the percentage and number of closed, non-archived cases that were resolved at first contact in accordance with the policy of the organization. The data is organized by tier.

Open Cases By Priority

This report shows the number of open cases, grouped by priority.

Open Cases By Topic

This report shows the number of open cases, grouped by topic.

Resolution By Tier

This report shows the number of cases that were resolved, grouped by tier.

Same Day Resolution

This report shows the number of cases that were resolved the same day that they were opened. Data is grouped by organization.

By Time Of Day

This report shows the number of cases, grouped by the time of day the cases were created.