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.

The Resolutions Trends chart shows the actual percentage of all cases closed within a selected time frame and the benchmark percentages that you define for each tier. You can remove benchmarks from the chart.

Note: The percentage of closed Tier 0 cases in the Resolutions Trends chart is an estimate calculated by subtracting the total number of cases created from the total number of unique user logins. The count for the unique user logins excludes service user roles and users with an access level of two or higher. Then, the result is divided by the total number of unique user logins. The calculation excludes service user roles and users with an access level of two or higher.

For example, if there are 1,500 unique user logins and 250 cases created, the result is a Tier 0 resolution of 83%. The calculation for the scenario uses this formula:(1500 - 250) ÷ 1500 = 0.83.

Configuring analytics and reports

Log in as CMsetup administrator.
Select Administration > Case Management Admin.
Click Application Settings.
To configure bulk close and archive actions available in the Active Cases report:
1. Navigate to the Analytics/Report section.
2. Set Bulk Close 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 to restrict case‑closing permissions to service administrator users only.
3. Set Bulk Archive to Yes to enable all service users with access to the Active Cases report to individually archive or bulk archive cases from the report. Set to No to restrict archive permission to service administrator users only.
To configure the settings for Resolution Trends chart:
1. If you use HRSD Knowledgebase, set Apply Tier 0 to Yes to apply Tier 0 to the Resolution Trends Chart. Set to No to exclude Tier 0 from the Resolutions Trends chart.
2. Specify this information:
  
  Tier 0
  
  Specify a benchmark for Tier 0.
  The default value is 66.
  
  Tier 1
  
  Specify a benchmark for Tier 1.
  The default value is 28.
  
  Tier 2
  
  Specify a benchmark for Tier 2.
  The default value is 6.
  
  Tier 3
  
  Specify a benchmark for Tier 3.
  The default value is 0.
To show the Active Cases Additional Info report, select a population from the Template Labels From field.

The report uses the custom fields configured for the population you select. If your system uses populations with multiple languages, the population that you select determines the labels that are used. This report is useful only if all populations are using custom fields for the same purpose.
Click Update.