New Care Reporting Metrics: Total Agent Replies, Average Reply Time from Assignment, and Total Cases Handled

We've introduced three new metrics to the Case Management Report to give you a clearer, more detailed view of how your care team is working and responding to customer issues. These new data points help measure true agent effort, responsiveness, and overall case involvement. 

Where to Find Them

These metrics are located in the Case Management Report under the Assignee Performance tab.

Note: Users must have "View Reporting" permissions for Case Management and be on an Advanced +/Premium Analytics plan.

The New Metrics

1. Total Agent Replies (Measuring Effort)

• What it is: The total number of unique outbound messages an agent sends to customers across any case.
• What it shows: This highlights the effort involved in complex or "high-touch" issues. If a complicated case requires 5 follow-up messages from the agent, the metric will reflect 5 replies, accurately representing the work involved.
• What’s excluded: Internal team notes and automated messages (like Macros that only change status) are not counted.

2. Cases Handled (Measuring Involvement)

• What it is: The count of unique cases an agent worked on during the reporting period.
• How it’s counted: A case is counted as "handled" if the agent performs at least one key action, such as sending a reply, adding an internal comment, changing a status or tag, updating a field, or creating the case.
• What it shows: This identifies all Involved Agents. If a case passes through multiple agents, they all receive a count for "Case Handled," giving credit for the time spent managing the case regardless of the final assignment.

3. Average Reply Time From Assignment (Measuring Efficiency)

• What it is: The average duration between a case being assigned to a specific agent and that agent’s first outbound reply.
• Agent-Specific Focus: This measures agent efficiency once they have ownership. If a case is reassigned, the clock only starts when the new agent receives it, ensuring agents aren't penalized for delays caused by previous assignees.
• Exclusions: Cases that are resolved via actions (like tagging or status changes) without an outbound reply are excluded from this average to keep the responsiveness data accurate and prevent skewing.