What’s included in the Case Management Report?

Measure the quality and efficiency of your customer care with the Case Management Report. Track key metrics like Case volume, handle and reply time and benchmark your care strategies.

This article contains the following sections:

• Configuring the report
• Case Volume tab
• Case Efficiency tab
• Assignee Performance tab
• Tags tab
• Queues tab

Configuring the report

You can filter the Case Management Report by date, Queues, Case Types and Case Priority.

To configure your report:

• Access the Case Management Report by clicking Reports > Customer Care drop down > Case Management.
• Select the date range and comparison period using the date picker at the top of the report.
  
• Select which Queue you want to include. 
  
• Select which Source you want to include. Sources are your social profiles where the Case originated from.
  
• Select which Case Types you want to include. You can include General, Support, Question, Feedback, Lead or all Case Types.
  
• Select which Case Priorities you want to include. You can include Cases with Critical, High, Medium, Low or No Priority, or include all Case Priorities.
  
• Choose which Case-level Tags you want to include - either Campaigns or Tags.
  

Click Share to download a PDF of the report, send or schedule a PDF delivery or create a shareable link (Premium Analytics only).

Case Volume tab

The Case Volume tab gives you insight into trends in your incoming Cases and Case Types.

This table defines Case Volume metrics and includes examples of the kinds of questions you can answer with each.

The Case Volume Summary widget shows you an overview of your Cases opened, closed, reopened, assigned and reassigned.

If you’re a Premium Analytics customer, you can select which metrics appear in the summary.

The Case Volume Over Time widget shows changes in case volume over the reporting period.

If you’re a Premium Analytics customer, you can configure the visualization by metric, view a breakdown by Case Type or Case Priority and change the visualization type.

The Case Volume Breakdown widget shows a visualization of the Cases opened by priority and type.

If you’re a Premium Analytics customer, you can filter by Case Volume metrics.

The Case Volume by Hour widget shows you a heatmap of the average number of Cases opened per hour.

Case Efficiency tab

The Case Efficiency tab highlights industry-standard metrics to help you measure the effectiveness of your customer care.

This table defines Case Efficiency metrics and includes examples of the kinds of questions you can answer with each.

Note: If you’ve set custom business hours, these metrics only include time within those hours.

A note on Median First Reply Time: 

Why does Median First Reply Time show as 0 for certain agents in the Inbox Team Report?

Answer: This occurs due to the interaction between business hours and median calculations in the Inbox Team Member Performance Report. Replies sent outside configured business hours are recorded as 0 seconds. Since the median is the middle value of an ordered dataset, the distribution of these 0-second entries determines the final metric:

• Median is 0: This happens when an agent sends the majority (over 50%) of their replies outside business hours, making 0 the middle number.
• Median is greater than 0: This happens when the majority of replies occur during business hours. The 0-second values remain at the bottom of the dataset, and the median reflects a standard response time.

The Case Efficiency Summary widget shows you an overview of each metric.

If you’re a Premium Analytics customer, you can include Median First Reply Time and Median Reply Time.

The Average Handle Time widget shows the average time to Case resolution over the reporting period.

If you’re a Premium Analytics customer, you can view Average Handle Time by Case Type or Case Priority and customize the visualization.

The First Reply Time widget gives you insight into how quickly your teams responded to Cases during the reporting period.

If you’re a Premium Analytics customer, you can also see Median First Reply Time, filter by Case Type or Case Priority and customize the visualization.

The Reply Time widget shows how quickly Cases were resolved during the reporting period.

Premium Analytics customers can see Median Reply Time, filter by Case Type or Case Priority and customize the visualization.

The Case Efficiency Breakdown widget gives you an overview of efficiency metrics by Case Type and Case Priority.

Premium Analytics customers can see metrics for Median First Reply Time and Median Reply Time.

Case Assignee tab

You can use the Case Assignee tab to measure the performance of individual team members, measure the volume of cases assigned and efficiency in resolving customer issues. The included Case Assignee Performance widget uses data from cases for the length of time you've had your Sprout account, with the exception of Average Reply Time. This metric's availability begins in May 2023.

The following table breaks down the metrics included in the Case Assignee Performance widget on the Case Assignee tab:

Premium Analytics features

If you're a Premium Analytics user, you have access to additional metrics and can choose which metrics you want to appear in the Case Assignee Performance widget.

The additional metrics available include:

You can also click to open the metric selector in the Case Assignee Performance widget to choose which metrics you want to include in the report.

Tags tab

You can use the Tags tab to view key metrics broken down by tags applied to cases across your queues. 

The Case Volume by Tag widget lets you compare and see trends in the volume of cases based on their applied tags.

The Case Efficiency by Tag lets you compare and see trends in the efficiency of cases based on their applied tags.

The Case Tag Performance lets you review your aggregate tag metrics for cases.

Queues tab

You can use the Queues tab to review case performance metrics across queues.  

The following table breaks down the metrics included in the Case Queue Performance widget on the Queues tab:

Premium Analytics features

If you're a Premium Analytics user, you have access to additional metrics and can choose which metrics you want to appear in the  widget.

The additional metrics available include:

To set goal times for cases and measure your team's performance, navigate to your Reporting settings.  You must have Manage Case Settings permissions to set goal times.

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