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:
You must have Team Reports enabled on your account as well as 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.
- 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.
- 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.
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.
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.
You can also sort this widget by Ordering, Ascending or Descending and by specific metric.
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 |
If you have set custom business hours, this metric only includes time within those hours. |
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.
Comments 0 comments
Article is closed for comments.
