Manager 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.
Average Close Time By Topic	This report shows the average time that was spent on cases from creation to closure within the selected time frame, grouped by topic. 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 Agent	This report shows the number of open cases that are assigned to each agent that is managed by the manager.
By Category	This report shows the number of active, open cases that were created within the selected time frame, organized by category name.
By First Contact	This report shows the percentage and number of closed, non-archived cases that meet these conditions: they are assigned to the logged in agent and they 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 %	This report shows the percentage of cases that were resolved by first contact. Data is organized by agent.
By Priority	This report shows the number of active, open cases, grouped by priority.
By SLA Risk	This report shows the number of open cases that are at risk of missing their due dates. Data is organized by group.
By Topic	This report shows the number of active, open cases that are currently assigned to the logged in agent, grouped by topic.
Same Day Resolution	This report shows the number of cases that were resolved the same day that they were opened. Data is organized by group.
Survey Average	For organizations that use surveys. Shows the cases with completed surveys and that are assigned to the logged in agent

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.

Average Close Time By Topic

This report shows the average time that was spent on cases from creation to closure within the selected time frame, grouped by topic. 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 Agent

This report shows the number of open cases that are assigned to each agent that is managed by the manager.

By Category

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

By First Contact

This report shows the percentage and number of closed, non-archived cases that meet these conditions:

they are assigned to the logged in agent
and they 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 %

This report shows the percentage of cases that were resolved by first contact. Data is organized by agent.

By Priority

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

By SLA Risk

This report shows the number of open cases that are at risk of missing their due dates. Data is organized by group.

By Topic

This report shows the number of active, open cases that are currently assigned to the logged in agent, grouped by topic.

Same Day Resolution

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

Survey Average

For organizations that use surveys. Shows the cases with completed surveys and that are assigned to the logged in agent