Care Reporting: Granular Goal Time & Handle Time Metrics
Table of Contents
Overview
The Case Management Report in Sprout Social delivers in-depth visibility into your customer care operations, team productivity, and service-level goal performance. For organizations utilizing Premium Analytics, Sprout offers specialized Goal Time and Open Time metrics designed to evaluate agent responsiveness against actionable customer interactions. By filtering out unreplied cases, spam, and automated closures, these metrics provide a highly accurate representation of agent effort and SLA goal compliance across queues.
What you can do
Evaluate goal compliance exclusively against replied cases using First Replies to Goal Time (Replied) and Replies to Goal Time (Replied).
Measure closed case efficiency with Cases Handled to Goal Time (Closed), which focuses on cases resolved by agents while excluding automated bot closures.
Average Open Time per Case measures the average length of a single Open period for a case, averaged across cases. When a case is reopened, its Open periods are averaged rather than added together, so each case counts equally regardless of how many times it was reopened. The metric excludes On Hold and unassigned time and respects configured custom business hours.
Set a dedicated queue-level Open Time Goal in Reporting Settings to monitor compliance against single active working periods.
Compare legacy total-volume rates side by side with interaction-filtered rates using the Case Management Report metric selector.
How to use
1. Navigate to Reports in the left navigation panel, expand Customer Care, and select Case Management Report.
2. To configure your queue benchmarks, click the three-dot action menu in the upper right corner of the report, select Report Settings, and set your target durations for First Reply Goal, Reply Time Goal, Handle Time Goal, or Open Time Goal across each queue.
3. On the Queues tab, use the Metric Selector to add the new Goal Time and Open Time metrics. Average Open Time per Case is also available on the Case Efficiency tab.
4. Click the Metric Selector icon located at the top right of the data table to customize your visible columns.
5. Expand the Case Goals metric section and check the boxes for your preferred metrics, such as First Replies to Goal Time (Replied), Replies to Goal Time (Replied), Cases Handled to Goal Time (Closed), Average Open Time per Case, or Cases Handled to Goal Open Time (Closed).
6. Click Apply to update your table view and analyze your filtered performance metrics.
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