Care Reporting: Granular Goal Time & Handle Time Metrics FAQ
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Why does the First Replies to Goal Time (Replied) rate differ from the First Replies to Goal Time rate in the Case Management Report?
The standard First Replies to Goal Time metric divides all cases meeting the first reply goal by every case opened during the reporting period, including cases that were closed without a reply such as spam or informational alerts. In contrast, First Replies to Goal Time (Replied) only counts cases that actually received an outbound reply from an agent, ensuring that non-actionable messages do not artificially deflate your goal achievement percentage.
How does the Cases Handled to Goal Time (Closed) metric handle cases closed by automated rules or macros in the Case Management Report?
Cases Handled to Goal Time (Closed) evaluates whether an agent handled and closed a case within your specified handle time goal. The calculation specifically includes cases closed manually by agents and excludes cases closed through automated rules or background processes, preventing automated ticket deflection from distorting agent handle time averages.
What is the difference between Average Handle Time and Average Open Time per Case in the Case Management Report?
Average Handle Time measures the average time a case was Open after assignment to a team member until closure, excluding On Hold and unassigned time. If custom business hours are configured, only time within those hours is included. This update clarifies the definition; it does not change the calculation.. Average Open Time per Case measures the average length of an individual active working period. If a customer conversation is closed and subsequently reopened, Average Open Time per Case calculates the mean duration of those distinct open sessions rather than summing them into a single total, providing a clearer picture of per-touch effort.
Why does a queue show a null dash instead of 0% for Replies to Goal Time (Replied) in the Case Management Report?
When a queue has zero eligible replied cases during the selected reporting period, the metric renders as a null dash to reflect that no qualifying interactions occurred. If eligible replied cases exist in the queue but none meet your configured goal time, the report displays 0% to alert managers to an operational delay.
Will adding new Goal Time and Open Time metrics alter historical reporting data or existing scheduled deliveries for the Case Management Report?
No. All new Goal Time and Open Time metrics are additive synthetic fields available alongside existing metrics. Your historical data definitions, existing dashboard widgets, scheduled PDF exports, and shared links remain entirely unchanged unless you explicitly choose to edit your report configurations to include the new columns.
Who has permission to set queue goals and select new Care Reporting metrics in Sprout Social?
Configuring queue-level Goal Times under Report Settings requires Super Admin, Care Admin, or Care Manager permissions. Viewing and customizing metrics within the Case Management Report is available to all users with View Reporting permissions on plans with the Premium Analytics add-on.
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