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
You can filter the Case Management Report by date, Case Types and Case Priority.
To configure your report:
- Select the date range and comparison period using the date picker at the top of the report.
- 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.
| Metric | Definition | Value |
| Cases Opened | The number of Cases opened, not including reopened Cases |
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| Cases Closed | The number of Cases closed | How many cases are resolved on a daily, weekly or monthly basis? |
| Cases Reopened | The number of previously closed Cases that were reopened | Are team members appropriately trained on incoming questions? |
| Cases Assigned | The number of Cases assigned to a team or team member for the first time, not including reassigned Cases |
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| Cases Reassigned | The number of Cases assigned to a different team member after an initial assignment |
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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.
| Metric | Definition | Value |
| Average Handle Time | The average time a Case was In Process or Open after the Case is assigned to a team member. This metric excludes time when a Case is On Hold or not assigned to a team member. |
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| Average First Reply Time | The average time it took a team member to send a first reply after a Case is opened |
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| Median First Reply Time (Premium Analytics only) | The median time it took a team member to send a first reply after a Case is opened |
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| Average Reply Time | The average time it took a team member to send a reply |
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| Median Reply Time (Premium Analytics only) | The median time it took a team member to send a reply |
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| First Contact Resolution | The percentage of Cases that were closed after one reply | Can our team members resolve Cases without additional follow-up? |
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.
