What's included in the Case Team Activity Report?

Measure the volume and efficiency of your Care Team efforts with the Case Team Activity Report. Track key metrics like Total Cases Closed, Average Reply Time and Case Completion Rate by team member to get a full picture of the support you're providing to customers.

This article contains the following sections:

  • Configuring the report
  • Case Team Summary
  • Case Assignee Performance
  • Premium Analytics features

Note: You must have Team Reports enabled on your Sprout account and have the Advanced Plan to view this report.

Configuring the report

You can filter the Case Team Activity Report by date, Teams, Sources, Case Types, Case Priority and Tags. 

To configure your report:

  • Select the date range and comparison period using the date picker at the top of the report.
    date-picker.png
  • Then apply your additional filters based on the insights you want to dive into. Use the Filter Menu to select the applicable Teams, Sources, Case Types, Case Priority and Tags. 
    Screenshot 2024-02-26 at 12.44.46 PM.png

After you apply your configurations to the report, you have the option to share it. You can click Share in the upper-right to download a PDF of the report, send or schedule a PDF delivery.

share.png

Case Team Summary

The Case Team Summary shows a high-level view of the activity of your Care Team members. These metrics update based on the filters you select in the Filter Menu when you customize the report. This summary uses data from Cases for the length of time you've had your Sprout account.

46842a31-f2d3-4c1e-934a-c225f8a4ba84.png

Case Assignee Performance

You can use the Case Assignee Performance widget to measure the performance of individual team members, measure the volume of Cases assigned and efficiency in resolving customer issues. This 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.

45da4671-dee3-4e23-b2cb-8e2f43fe5363.png

You can also sort this widget by Ordering, Ascending or Descending and by specific metric.

Screenshot 2024-02-26 at 1.10.52 PM.png

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

Metric Definition
Cases Assigned The number of Cases assigned to a team member in the selected date range.
Same Period Cases Closed For cases assigned during the selected date range, this reflects the number of those cases that were also closed during the selected date range.
Case Completion Rate For Cases assigned to a team member in the selected date range, this reflects the percentage of those Cases that were also closed by that team member during the selected date range.
Total Cases Closed The number of cases closed during the selected date range. This includes any cases that had been opened prior to the selected date range.
Cases Reassigned The number of cases reassigned to a different team member.
Average Handle Time The average time a case was Open after it is assigned to a team member until it is closed.
Average Reply Time

The average time it took to send a reply.

If you have set custom business hours, this metric only includes time within those hours.

Average First Reply Time

The average time it took to send the first reply after a case is opened.

If you have set custom business hours, this metric only includes time within those hours.

 

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:

Metric

Definition

Average Time to Resolution (PA-only metric)

The average time for a Case to close after it was opened. This include the time a Case is in

On Hold Status or Not Assigned status.

Median First Reply Time

The median time it took to send the first reply after a case is opened.

If you have set custom business hours, this metric only includes time within those hours.

Median Reply Time


The median time it took to send a reply.

If you have set custom business hours, this metric only includes time within those hours.

You can also click Screenshot 2024-02-26 at 1.08.07 PM.png to open the metric selector in the Case Assignee Performance widget to choose which metrics you want to include in the report.

2024-02-26 13.06.50.gif 

Was this article helpful?

Still can't find what you're looking for?

Powered by Zendesk