Analytics and reports

You can use analytics and reports to monitor the performance of agents, groups, and of the service center. 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.

Use these guidelines when working with analytics and reports:

• All reports show data that is related to non-archived cases except where noted. When a case is archived, its data no longer shows in reports.
• You can filter most reports 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 are currently assigned to the case.
• You can export reports to Microsoft Excel.
• Chat-related reports are available only if Chat is enabled.

This table shows the reports available in Case Management for monitoring and analyzing service center performance, case activity, and related metrics:

Report	Description
Arrivals vs. Closures By Day	Shows the number of cases opened and closed per day.
Arrivals vs. Closures By Agent	Shows the number of cases opened and closed per agent.
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 are 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 with chats compared to cases without 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 are 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 to show more information about the issue of each case. Users can click the link that is associated with each case to access the information that is added to the Issue field in the case form.
Active Cases Additional Info	Your site might be 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 are 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. You can manually unarchive cases from this report.
Archived Quick Cases	Shows cases that are archived and created using Quick Cases.
Case History	Shows the history of events that are logged for non-archived cases. Fields with values changed on the event date are highlighted.
Archived Case History	Shows case histories that are 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 cases for which the Regarding employee on the case belongs to the specified user group.
Transferred Cases	Shows transferred cases based on definitions specific to the configuration of your organization. Transferred cases 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	Shows each case in which an agent used the wrap-up timer, the number of minutes added to the default wrap-up time, and the number of active chats the agents handled when the time was added.
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. 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.
Quick Case Details	Shows a preview of all Quick Case details without having to tab through the Properties and Standard field tabs.
Service Group Members	Shows information about the members of service groups, including chat authorization, service roles, manager status, and admin group designation. You can unassign users from service groups.
Service Group SLA	Shows SLAs by service group.
Topics	Shows all the data from the Routing Manager in a searchable report, where which can be filtered with Default 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. You can correct the issue in some errors. For example, you can resolve the error code NS, which represents Non-Existing Sender, by adding the sender as a system user, then clicking the Reprocess button. When clicked, the Reprocess button is hidden. To check the status of a reprocessed email, check back after the next scheduled task is run. If it fails again, there is a new record here.
Topic Email Log	Shows a log of all emails sent for cases with topics that are configured with an email address. This report supports filters for sender, recipient, case number, subject, message, and sent date. Case No. is populated only for emails sent from Case Management, and remains blank for emails sent from self-service.
Bulk Cases Log	Shows cases that are created through the Bulk Case Creation feature. Use this log to confirm that your bulk-created cases are added to the system.