Use Unified Analytics to Analyze Performance of Your Care Operations

Unified Analytics comes with ready-to-use boards that are pre-loaded with dozens of data visualizations on all aspects of Care performance:

Case management
Service level agreement
Agents performance

The Case analysis and Team performance boards are deprecated and will be removed from Unified Analytics on July 31, 2025. The Case analysis board is fully replaced by the Case management board, and the Team performance board is fully replaced by the Agents performance board.

Access Care boards in Unified Analytics

To access the Care boards, go to Unified Analytics -> Care. For more information about Unified Analytics and how to use their boards, see Using Unified Analytics.

Case management board

The Case management board is in early access. We cannot guarantee data consistency during the early access period. Some features may change before the full release.
Report any bugs you encounter. If you have any questions, contact your Customer Success Manager.

The Case management board allows you to analyze various aspects related to Care cases: created/resolved/reopened/unresolved cases, case distribution by platform, priority, first response/resolution time, the number of one-touch cases, and many more. The board provides insights into overall workload and responsiveness as well as types of issues reported by customers, trends, and root causes of problems.

The board has the following tabs:

Volume allows you to get an overall view of your Care performance.
Backlog focuses on unresolved cases specifically.
Case processing allows you to get insights into how fast cases are being processed by agents.

Data availability

Be aware of the following:

The data available on the Volume and Backlog tabs is based on the Care cases created on November 1, 2024, the earliest. Data about the cases created before November 1, 2024, is not available on these tabs.
The data available on the Case processing tab is based on the Care cases created on March 1, 2025, the earliest. Data about the cases created before March 1, 2025, is not available on these tabs.
Deleted Care cases are not shown and not used in calculations.

The underlying data may be subject to changes during the early access period.

Understand the board data

Metrics

The source of data for the Volume and Backlog tabs of the board are the following metrics:

Created cases
Reopened cases
Resolved cases
Unresolved cases

The source of data for the Case processing tab of the board are the following metrics:

First response time
Response time
Handling time
Resolution time

Widgets

The board comes with a set of pre-defined widgets based on the metrics, such as created/unresolved cases sliced by various attributes (case status, platform, profile, sentiment, case attribute, and so on), created cases broken down by hour of the day, created cases vs. resolved cases, first response/resolution time, the number of one-touch cases, and many more.

Each widget has a tooltip with a comprehensive explanation of what data it shows and any additional details that you may need to interpret the data correctly.

Filters

To get more specific results, you can apply additional filters to the board:

Platform
Language
Sentiment
Priority
Care agent^[1]
User group
(For some widgets only) Custom case field

^[1] Filtering by Care agent reflects the contribution of each agent involved in resolving the cases. Case attribution to agents depends on the data attribution type of an individual widget (for more information about the data attribution, see further in this article):

Created time: The agent currently assigned to the case
Replied at: The agent who sent the reply
Resolved at: The agent who was assigned to the case when the case was resolved
Reopened at: The agent who was assigned to the case when the case was reopened
Snapshot: The agent who was assigned to the case at end of the selected time range

Data attribution

Data attribution helps you understand how specific data points are categorized and visualized based on their relevance to different timeframes. By assigning data to specific timestamps or events, data attribution provides clarity and consistency of the metrics.

Data attribution can correspond to a specific event in the lifecycle of a Care case (when it was created/reopened/resolved) or what the state of a Care case was at a given point in time (snapshot). The widgets of the Case management board use the following types of data attribution:

Created time
Care cases are attributed to the date/time when they were created (regardless of subsequent actions), within a specific time range. For example, all replies linked to a case are aggregated and attributed to the case’s creation time; this includes replies that occurred both during the time range and after the time range, consolidating them under the original creation timestamp.
Replied at
Care cases are attributed to the date/time when replies were sent to customers, within a specific time range. This attribution type tracks agent or system responses regardless of when the case was created or resolved, showing communication activity tied to the response timestamps.
Resolved at
Care cases are attributed to the date/time when they were resolved (transitioned to the status of Done or Spam), within a specific time range. This attribution type reflects data only for the cases that were resolved during the specified time range and remained resolved till the end of it. It captures the last time a case was resolved within the time range and includes cases created before the time range, making it ideal for assessing resolution trends and efficiency.
Reopened at
Care cases are attributed to the date/time when they were reopened (transitioned from the status of Done or Spam to New, Open, Pending, or On hold), within a specific time range. This attribution type highlights situations where cases require additional attention after they have been resolved and provides visibility into recurring issues or rework demands.
Snapshot
This attribution type provides a static view of data at the end of a specific time range or time intervals (hour, day, week, month) for widgets displaying trends in time. It disregards when Care cases were created, reopened, or resolved, offering a "moment-in-time" perspective, which is particularly valuable for identifying trends, auditing, and maintaining a consistent historical record.

The widgets use badges to indicate the attribution type they employ to simplify data interpretation:

Service level agreement board

The Service level agreement board is in early access. We cannot guarantee data consistency during the early access period. Some features may change before the full release.
Report any bugs you encounter. If you have any questions, contact your Customer Success Manager.

The Service level agreement board allows you to analyze response times and case resolution within SLA, and monitor and track SLA adherence for individual agents. The board displays widgets related to SLAs breached, SLAs met, SLA miss rate, completion time, breach time, and more.