Configuring analytics and reports settings

You can configure settings for bulk close and bulk archive, the Resolution Trends chart, and the Active Cases Additional Info chart.

For bulk operations, you can enable all service users that have access to the Active Cases report to close and archive cases from the report, or you can limit the operations to service administrators.

The Resolutions Trends chart is used to compare the actual percentage of all cases that were closed within a time frame to benchmark percentages that are set here. Individual benchmarks can be set for each tier. If your organization has implemented Infor Knowledgebase, you can configure Tier 0 to be displayed on the chart, or you can hide Tier 0. If your organization does not use Knowledgebase, Tier 0 is not shown on the chart. The default settings, based on Gartner’s recommended best in class performance percentages, are Tier 0 = 66%, Tier 1 = 28%, Tier 2 = 6%, Tier 3 = blank, meaning there is no benchmark for Tier 3. You can remove benchmarks from the chart.

Note: The system reports the percentage of Tier-0 cases that are actually closed as an estimate. The estimate is determined by a formula: the total number of unique user logins (excluding service user roles and users with access level >=2) minus the total number of cases that were created. This number is then divided by the total number of logins. For example, with 1500 unique user logins and 250 cases that were created: [1500 – 250] / 1500 = 0.83. The result is a Tier 0 resolution of 83%.

TheActive Cases Additional Info

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Application Settings.
  4. Specify this information for bulk operations in analytics and reports:
    Bulk Close
    Set to Yes to enable all service users with access to the Active Cases report to individually close or bulk close cases from the report. Set to No if you want only service administrator users to have permission to close cases.
    Bulk Archive
    Set to Yes to enable all service users with access to the Active Cases report to individually or bulk archive cases from that report. Set to No if you want only service administrator users to have permission to archive cases.
  5. Specify this information for the Resolution Trends chart:
    Apply Tier 0
    For customers that have Infor HR Knowledgebase, set to Yes to apply Tier 0 to the Resolution Trends Chart. Benchmarks are set in the Tier fields.
    Tier 0-3
    The benchmarks, in days, that are applied to each of the tiers.
    Template Labels From
    To show the Active Cases Additional Info report, select a population. The report uses the custom fields that have been configured for the population that you select. If your system uses populations with multiple languages, the population that you select here determines the labels that are used. This report is useful only if all populations are using custom fields for the same purpose.
  6. Specify this information for the Active Cases Additional Information report:
    Template Labels From
    Select the population from which the template labels are from.
  7. Click Update.