Analytics and reports

You can use analytics and reports to monitor the performance of agents, groups and of the service center. All agents, service managers, and service administrators belong to one or more service groups. Reports show data from the populations that are served by the service groups to which you belong.

  • All reports show data that is related to non-archived cases except where noted. When a case is archived, its data no longer appears in reports.
  • Most reports can be filtered by population and time frame. Some reports include additional filters.
  • If a case is secured, then details are hidden from everyone except members of the Service Group that is currently assigned to the case.
  • You can export reports to Microsoft Excel.
  • Chat-related reports are available only if Chat is enabled.
Report Description
Arrivals vs. Closures By Day Shows the number of cases that were opened by day compared to the number of cases that were closed.
Arrivals vs. Closures By Agent Shows the number of cases that were opened by agent compared to the number of cases that were closed.
Survey Score By Topic Shows all cases with completed surveys. Cases are organized by average survey score and are grouped by topic.
Survey Score By Agent Shows all cases with completed surveys. Cases are organized by average survey score and are grouped by agent.
Case Backlog By Agent Shows the number of active, open cases that were created in the selected time frame. Cases are grouped by agent. Cases that are not assigned at the Agent level are classified as Unassigned.
Chat Adoption Rate Shows the percentage of cases that had chats compared to cases that did not have chats.
Chat Channel Sources Shows the percentage of chat cases, grouped by source.
Chat Cases Past 24 Hours Shows the number of chat cases that were created within the past 24 hours, grouped by Service Group.
Resolution Trends Shows the percentage of resolved cases, organized by tier.
Reminders Shows cases that include reminders. The default filter is set to show cases that are open.
Closed Cases Shows closed cases.
Active Cases

Shows open cases.

Users can add the Issues column to the Active Cases report. This column shows information about the issue of each case. Users can click the Issues link that is associated with each case to access information that was added to the Issue field in the case form. See

Active Cases Additional Info Your site may have been configured to show this report, which is almost identical to the Active Cases report. The difference is that it shows data reported in custom fields. The custom fields that are shown in this report are associated with a single population that is chosen by the site administrator to be the template population. The custom columns and labels that were configured in this template are used in all populations in this report. The report includes filters for these custom fields.
Archived Cases Shows archived cases. Cases can be manually unarchived from this report.
Case History Shows the history of events that were logged for non-archived cases. Fields that have been changed on the event date are highlighted.
Archived Case History Shows case histories that have been archived.
Survey Results Shows cases with completed surveys. You can view follow-up notes, comments and a read-only view of the survey. You can add a follow-up note.
Cases By Contact Shows cases that have a Contact name.
Regarding Cases Shows cases that have a Regarding name. If group filtering is applied, the report shows only cases for which the Regarding employee on the case belongs to the specified user group.
Transferred Cases Shows cases that are transfers according to the definitions specific to your organization's configuration. These include only cases for which there is a Transfer Reason. The transfer-related fields show historic data from the time of transfer. All other data fields in this report reflect the current data.
Chat Wrap Up Timer Cases

This report shows this information:

  • each case whose agent used the wrap-up timer
  • the number of minutes that the agent added to the default wrap-up time
  • the number of active chats in which the agent was engaged when the agent added time
Parent Cases Shows all parent cases. Use this report to view and process all pending, open parent cases simultaneously.
Case Notes Shows cases that have at least one case note. The note-related fields show the data at the time the note was added or updated. All other data fields in this report reflect the current data.
Telephony Shows data for cases that were sourced from telephony.
Service Group Members Shows members of service groups. Indicates the service groups that are chat-enabled, the members of the group that are authorized to chat, the member's service role, members who have been designated as managers, and the service groups that are admin groups. You can unassign users from service groups.
Service Group SLA Shows SLAs by service group. Service group members use this report to monitor SLAs by service group.
Email Exception Log

Shows data for inbound emails that failed to be processed by the automated Process Email task, including the dates the emails were sent, the dates the errors were logged, the error codes, and the reasons.

Some errors warrant the ability to correct the issue and then reprocess. For example, the error code = NS representing Non-Existing Sender can be resolved by adding the sender as a system user, then clicking the Reprocess button.

The Reprocess button is hidden after it has been clicked. Check back later (after the next scheduled task has been run). If it fails again, there is a new record here.

Bulk Cases Log Use this report to verify that the bulk cases that you created were added to the system. This log shows current case details and reflects any changes that were made to individual cases after the cases were created.