Analyze Your Care Escalations
You can easily review and analyze the performance of your Care operations by creating a dashboard with a set of dedicated Care widgets and metrics.
To enter the Care Dashboard from the Care module, click Inbox, then click Reports.
Alternatively, go to the Dashboard module and locate the Care dashboards.
Care widgets and metrics
To create a widget, use the Dashboards’s widget wizard.
Number of Cases
The metric displays the number of cases escalated to Care over the defined date range.
Growth of New Cases
The metric displays the increases in the number of cases escalated to Care over the defined date range.
Avg. Handling Time
The handling time is calculated as the delta between creating a case and closing the case (Done status). It shows the average time it takes to resolve a case. If a case reopens and closes multiple times within the defined date range, the last closing time is considered. Given the definition, the metric is calculated only for the Done cases.
Avg. Time to First Response
The time to first response is calculated as the delta between the creation of a case and the first message posted by the agent. It shows the average time it takes the agents to post the first response to a customer's case. Given the definition, the metric is calculated only for cases with some response.
Care Agents Performance
Table summarizes the number of cases assigned to the Agents, how many they resolved and what’s their average Time to First Response and Handling Time.
Assignee Status (Unassigned, Assigned)